I am doing an analysis for my company to see how important Customer Experience (CE) is to churn. We have been collecting CE over the last few years with the volume of around 2,000 data per month (out of 1.4 million customers).

The analysis shows that CE has a weak-moderate correlation to churn rate (~0.25) but it is statistically significant.

The question is should we invest less in CE (reduce number of call center agents,...) because the contribution from CE to churn rate is small (~0.25) or should we still continue to invest to CE because the correlation is still statistical significant?



Your Answer

By clicking “Post Your Answer”, you agree to our terms of service and acknowledge that you have read and understand our privacy policy and code of conduct.