Case Study: Leading US Based Online University Reduces Student Churn with MattsenKumar

Reducing Customer Churn through Data Driven Improvements

MattsenKumar worked with a leading US based online university to reduce student churn and improve retention across the student lifecycle. The university needed to understand why students were leaving, whether advisors were attempting to retain them, and how engagement changed from highly engaged to at-risk throughout the online learning journey.

MattsenKumar analyzed 100 student lifecycles and reviewed hundreds of calls, call notes, and student interactions to identify verbal cues, root causes, and advisor response patterns. The vendor found that most cues were acknowledged but not explored in enough detail, then recommended real-time cue capture, better probing questions, and alternate retention approaches. These changes led to a statistically significant reduction in student attrition and were well received by the client’s quality and training executives.