This questions was raised by partners in all five webinars last week. The Jump team has now extracted a shapshot of this data for each delivery partner for the total number of modems they have issued.
The percentage churn is calculated as at August 2022 for the number of customers who were inactive for at least 30 days compared to the total number of modems issued. Being ‘inactive’ means the customer didn’t use any data for 30 days; it has nothing to do with whether they topped up or not.
The number of modems issued is the total number issued by a partner since they first became a Jump partner. For some partners this goes back five years. For other partners, it might only be a couple of months.
The percentage figures range from 0% (typical for relatively new partners) to 100% (typically quite small partners). In recent months, the aggregate churn percentage for all partners has been increasing and is now around 75% in a single month (1000 inactives compared to 1300 new sign ups). But the total for the last five years has a mean churn of around 44%. Our goal is to bring this down to under 40%.
The percentage churn for each Jump partner is now displayed in cell P1 (August 2022) of your Jump GSheet register. We would like to get monthly data, so that you can monitor any changes when you implement the 6 C’s or other strategies, but this is quite a marathon in terms of matching data sets; the data analysis also takes account of modems returned.
So please treat the figures in your GSheets as indicative, rather than precise. We are also thinking that it might be more helpful to simply report the number of inactive customers compared to new sign ups each month.
Digital Inclusion Alliance Aotearoa 