Case Study: Cablevisión S.A. achieves higher customer satisfaction and lower churn with Presidion

Predicting Customer Satisfaction Based On Network Health Helps Boost Loyalty and Reduce Churn

Cablevisión S.A., one of Argentina’s leading media and communications companies, wanted to improve service quality, boost customer satisfaction, and reduce churn. The company struggled to identify unhappy internet subscribers early enough, especially when many customers did not respond to surveys or contact support. Presidion was involved through the analytics solution used, helping Cablevisión analyze customer and network data with predictive tools.

Presidion helped implement IBM SPSS Modeler and related analytics services to correlate modem “health” indicators with satisfaction survey results and predict which customers were most likely to be dissatisfied. The approach identified a high-risk group representing just 1% of subscribers; this group had twice the normal dissatisfaction rate, was 4 times more likely to call the contact center, and 3.5 times more likely to need a technician visit. Cablevisión verified 90% of the predictions, and 70% of those customers accepted proactive technician support, improving loyalty while reducing complaints and service costs.

Cablevisión S.A.

Maximiliano Peppe

Manager Customer Experience