Proof
/ Telecom & MediaPredictive NPS for a Major Telecom Company
Business situation
A major telecommunications and technology services provider facing high customer churn with limited ability to identify root causes or act proactively.
The challenge
Reactive NPS measurement meant the company only understood customer dissatisfaction after churn had occurred. Without predictive capability, proactive retention interventions were impossible.
Why it matters
Quantum Rise created and deployed a predictive NPS model that scored all variables driving churn, supported by InsightStudio methodology to execute prioritised action plans and measure churn reduction.
What Quantum Rise delivered
The QR/OS™ approach in practice
- • Predictive NPS machine learning model • Scored and ranked variables driving customer decisions to leave • Root cause mapping for customer experience improvement • Prioritised action plans to avoid churn and convert detractors to promoters • InsightStudio adoption support for consistent measurement
Measurable outcome
81% accuracy predicting customer churn.
Enabled proactive retention interventions, root cause visibility, and a structured approach to converting detractors to promoters.
What became repeatable
Predictive NPS model and InsightStudio execution methodology — a reusable pattern for any subscription or service business with churn measurement.