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Incidents and outages: impact on contacts and attrition

Business question
What is the real impact of an incident/outage on contacts and on the loyalty of affected customers?
What's at stake
For an internet provider with 150,000 customers hit by an outage during the year: 900 to 1,800 post-outage cancellations avoided, or $810k to $1.6M in annual revenue retained.
Data required
Incident history with affected customer scope, contacts and post-incident cancellations.
Sample result
Quantified contact/churn impact per incident type, with proactive alert thresholds.
Demo · 1 min
Illustrative scenario

Take an internet provider with 150,000 customers hit by at least one outage a year. The analysis links each incident to the contacts and cancellations that follow, then sets alert thresholds to notify affected customers proactively.

MetricBeforeAfter
Affected customers notified before they call10%70%
Cancellations within 3 months of an outage6,0004,800
Annual revenue lost$5.4M$4.3M
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