Week 2 ConnWeek 2 Not Connected Week 3 ConnWeek 3 Not Connected

Agent Connected Not Connected Total Connected Not Connected

Ananta Ghimire 147 312 459 160 294
Manita Thapa 153 297 450 204 445
Niraj Nepal 386 184 570 378 257
Rejina Acharya 246 315 561 308 332
Sandesh Ghale 118 289 407 144 459
Saphal Tamang 155 196 351 180 330
Seeta Magar 234 314 548 194 378
Subash Sunuwar 239 257 496 173 154
Susmita Nepali 224 228 452 240 251
Uttam Bhul Singh 210 374 584 149 271
Grand Total 2112 2766 4878 2130 3171

Agent Week 2 Connected

Week 2 Not Connected
Week 3 Week
Connected
3 Not Connected
Ananta Ghimire 32% 68% 35% 65%
Manita Thapa 34% 66% 31% 69%
Niraj Nepal 68% 32% 60% 40%
Rejina Acharya 44% 56% 48% 52%
Sandesh Ghale 29% 71% 24% 76%
Saphal Tamang 44% 56% 35% 65%
Seeta Magar 43% 57% 34% 66%
Subash Sunuwar 48% 52% 53% 47%
Susmita Nepali 50% 50% 49% 51%
Uttam Bhul Singh 36% 64% 35% 65%
Grand Total

Week 2 Week 3
Call Type Connected Not Connected Total Connected Not Connected
Churn Phase 143 370 513 223 631
Post Expiry 361 669 1030 467 943
Pre Expiry: Bandwidth Upsell 237 263 500 245 270
Pre Expiry: Month Upgrade 732 1013 1745 682 1160
Routine Call Back: 12 Month User 662 531 1193 676 561
Grand Total 2135 2846 4981 2293 3565
3 Not Connected
Total
454 Agent wise Call Disposed
649
635
640
500
603
400
510
300
572
200
327 W
491 100
0 Week 2 C
420 Ananta Manita Niraj Rejina Sandesh Saphal Seeta Subash Susmita Uttam
5301 Ghimire Thapa Nepal Acharya Ghale Tamang Magar Sunuwar Nepali Bhul
Singh

Week 2 Connected Week 2 Not Connected Week 3 Connected Week 3 Not Connected

Chart Title

80%
Chart Title
60%
40% 80% 72% 74%
70% 65% 67% 63%
20% Week 3 Connected 58%
60% 53% 52%
0% Week 2 Connected 47% 48%
e a l a e g r r 50% li h l 42%
ir p pa ry al n ga a pa ng ta 37%
him Tha Ne cha Gh ama Ma nuw 40% N e
l S i d To 35% 33%
j
G ita ira a A s h lT a S u a u 28% n 26%
t t 30%Bh ra
ta n N jin nde pha See ash smi
nan Ma R e Sa a b u am
20%
G
A S Su S tt
U 10%

Week 2 Connected Week 0%2 Not Connected

Churn Phase Post Expiry Pre Expiry: Pre Expiry:
Week 3 Connected Week 3 Not Connected Bandwidth Month Upgra
Upsell
Week 2 Week 3 Week 2 Connected Week 2 Not Connected
Total Week 2 Connected
Week 2 Not ConnectedWeek 3 Connected
Week 3 Not Connected
in % Week 3 Connected Week 3 Not Connected
854 1367 28% 72% 100% 26% 74% 100%
1410 2440 35% 65% 100% 33% 67% 100%
515 1015 47% 53% 100% 48% 52% 100%
1842 3587 42% 58% 100% 37% 63% 100%
1237 2430 55% 45% 100% 55% 45% 100%
5858 10839
 Week 3 Connected

Week 2 Connected
Susmita Uttam
Nepali Bhul
Singh

ed Week 3 Not Connected

hart Title

63%
58% 55% 55%
53% 52%
47% 48% 45% 45%
42%
37%

Pre Expiry: Pre Expiry: Routine Call

Bandwidth Month Upgrade Back: 12 Month
Upsell User

ted Week 2 Not Connected

ted Week 3 Not Connected
 Week 2 Week 2 Total
Expiry AwareneWeek 2 No Week 2 Yes
Pre-Expiry: Ban 89% 11% 100%
Pre-Expiry: Mo 10% 90% 100%

Week 2
Expiry Awareness Don't Want to Continue Convinced Need More Time
Pre-Expiry: Bandwidth Upsell 9 53 156
Pre-Expiry: Month Upgrade 12 87 412
Grand Total 21 140 568

Expiry Awareness Pre-Expiry: Bandwidth

Pre-Expiry:
Upsell Month Upgrade
Don't Want to Continue 9 12
Week 2 Convinced 53 87
Need More Time 156 412
Not Interested 19 221
Week 2 Total 237 732
Don't Want to Continue 14 13
Convinced 64 69
Need More Time 120 410
Week 3 Not Interested 47 190
Week 3 Total 245 682

Week 2
Expiry Awarene Don't Want to Continue Convinced Need More Time To
Pre-Expiry: Ban 0.0379746835443038 0.22362869198312 0.6582278481013
Pre-Expiry: Mo 0.0163934426229508 0.11885245901639 0.5628415300546
Grand Total 21 140 568

Call Remarks Pre-Expiry: Bandwidth

Pre-Expiry:
Upsell Month Upgrade
Don't Want to Continue 4% 2%
Convinced 22% 12%
Week 2
Need More Time To Confirm 66% 56%
Not Interested 8% 30%
Week 2 Total 100% 100%
Don't Want to Continue 6% 2%
Convinced 26% 10%
Week 3
Week 3
Need More Time To Confirm 49% 60%
Not Interested 19% 28%
Week 3 Total 100% 100%

Team ? - multiple -

Count of DissatiWeek Dissatisfaction Reason- 1

Week 2
Call Type- ConnConnection/Shifting/Coverage Issue Delay in maintenanc Financial/Price Iss
Pre-Expiry: Ban 1
Pre-Expiry: Mo 5 2 1
Total Result 6 2 1

Week Dissatisfactin Reasons Bandwidth Upsell Month Upgrade

Week 2 Connection/Shifting/Coverage Issue 1 5
Delay in maintenance 2
Financial/Price Issue 1
IPTV Issue 1
Better offer from another ISP 7
Personal Issues 1 7
Slow/Range Issue 20
Week 2 Total 10 35
Week 3 Connection/Shifting/Coverage Issue 2 6
Delay in maintenance 2
Financial/Price Issue 1 1
IPTV Issue 1
Better offer from another ISP 2
Personal Issues 2 7
Slow/Range Issue 4 27
Week 3 Total 14 41

Team ? - multiple -

Count of ReasonWeek Reason for no upgrade and upsell

Week 2
Call Type- ConnDon't have budget for upgrade Not satisfied with curNot so convincing
Pre-Expiry: Ban 2 1
Pre-Expiry: Mo 22 23 2
Total Result 24 24 2
 Denial Reasons Bandwidth Upsell Month Upgrade
Don't have budget for upgrade 2 22
Not satisfied with current service qulaity 1 23
Week 2 Not so convincing offer or package 2
Previous offer bonus not added 3 2
Satisfied with current speed and price 13 172
Week 2 Total 19 221
Don't have budget for upgrade 27
Not satisfied with current service qulaity 28
Week 3 Not so convincing offer or package 1 2
Previous offer bonus not added 5 1
Satisfied with current speed and price 41 132
Week 3 Total 47 190
Grand Total 66 411

Week 2
Expiry AwareneDon't have budget for upgrade Not satisfied with cuNot so convincing
Pre-Expiry: Ban 11% 5% 0%
Pre-Expiry: Mo 10% 10% 1%
Grand Total 24 24 2

Expiry Awareness Pre-Expiry: BandwidtPre-Expiry: Month Upgrade

Don't have budget for upgrade 11% 10%
Not satisfied with current service qulaity 5% 10%
Week 2 Not so convincing offer or package 0% 1%
Previous offer bonus not added 16% 1%
Satisfied with current speed and price 68% 78%
Don't have budget for upgrade 0% 14%
Not satisfied with current service qulaity 0% 15%
Week 3 Not so convincing offer or package 2% 1%
Previous offer bonus not added 11% 1%
Satisfied with current speed and price 87% 69%

Week 2
Dissatisfaction Don't Want to Continue Convinced Need More Time T
Pre-Expiry: Ban 4% 22% 66%
Pre-Expiry: Mo 2% 12% 56%
Grand Total 21 140 568

Count of DissatColumn Labels

Week 2
Expiry AwareneConnection/Shifting/Coverage Issue Delay in maintenancFinancial/Price Iss
Pre-Expiry: Ban 1
Pre-Expiry: Mo 5 2 1
Grand Total 6 2 1

Count of DissatColumn Labels

Week 2
Expiry AwareneConnection/Shifting/Coverage Issue Delay in maintenancFinancial/Price Iss
Pre-Expiry: Ban 10% 0% 0%
Pre-Expiry: Mo 14% 6% 3%
Grand Total
 Week 3 Week 3 Total Grand Total
Week 3 No Week 3 Yes
67% 33% 100% 482
11% 89% 100% 1414

Week 3
Not Interested Week 2 Total Don't Want to Continue Convinced
19 237 14 64
221 732 13 69
240 969 27 133

Grand Total
21
140
568
240
969
27
133
530
237
927

Week 3
Not InterestedWeek 2 Total Don't Want to Convinced
0.080168776 1 0.0571428571 0.261224489795918
0.301912568 1 0.0190615836 0.101173020527859
240 969 27 133

Month Upgrade

Chart Title
70% 66%
56% 60%
60%
49%
50%
40% 30%
30% 22% 26%
20% 12% 10%
8% 6% 2%
10% 4% 2%
0%
Week 2 Week 3
 70% 66%
56% 60%
60%
49%
50%
40% 30%
30% 22% 26%
20% 12% 10%
8% 6% 2%
10% 4% 2%
0%
Week 2 Week 3

IPTV Issue Less Offers/ Better offer f Personal Issues Slow/Range Issue
1 7 1
7 20
1 7 8 20

Grand Total Week Dissatisfactin Reasons

6 Week 2 Connection/Shifting/Coverage Issue
2 Delay in maintenance
1 Financial/Price Issue
1 IPTV Issue
7 Better offer from another ISP
8 Personal Issues
20 Slow/Range Issue
45 Week 2 Total
8 Week 3 Connection/Shifting/Coverage Issue
2 Delay in maintenance
2 Financial/Price Issue
1 IPTV Issue
2 Better offer from another ISP
9 Personal Issues
31 Slow/Range Issue
55 Week 3 Total

Week 2 Result
Previous offe Satisfied with current spee(empty)
3 13 19
2 172 221
5 185 240
 Grand Total
24
24
2
5
185
240
27
28
3
6
173
237
477

Week 2 Total
Previous offe Satisfied with current spe (blank)
16% 68% 0% 100%
1% 78% 0% 100%
5 185 240

100%
piry: Month Upgrade 80%
60%
Denial Reason for Upgrade and Upsell 40%
20% 11% 10% 5% 10%
100% 87% 0%
80%
78% de ity
68% 69% g ra ula
up q p
e
60% f or r vic r or
et se e
40% dg nt off
bu r e g
e cu
r cin ff
20% 11%
10% 10%
16% 14% 15% 11% h av th n vin
u so
t i
5%
0%1% 1% 0% 0% 2%1% 1% n' w co vio
0% Do ed so Pre
fi t fie
Week 2 Week 3 tis No tis
t sa S a
Pre-Expiry: Bandwidth Upsell Pre-Expiry: Month Upgrade No
Pre-Expiry: Ba

Week 3
Not Intereste Week 2 Total Don't Want to Convinced
8% 100% 6% 26%
30% 100% 2% 10%
240 969 27 133

IPTV Issue Less Offers/ Better offer Personal IssuesSlow/Range Issue

 1 7 1
7 20
1 7 8 20
8000%
6000%
4000%
2000%
14%0%
10% 6%0% 3%10
0%
IPTV Issue Less Offers/ Better offer Personal IssuesSlow/Range Issue ue ce ue u
Iss nan Iss Iss
10% 70% 10% 0% g te ce TV
e
e ra ain /Pri IP ano
0% 0% 20% 57% ov m ial m e
g /C y in anc fro P
i n la in r
ft e
hi D F ffe
/S ero
n
tio ett
nec s /B
n r
Co O ffe C
e ss
L
Pre-Expiry: Bandw
 1 89% 90% 89%
67%
0.5 33% Expiry Awareness
11% 10% 11%
0 Week 2 Column C Month
Week 3Upgrade
Column F
Pre-Expiry: Bandwidth Upsell Pre-Expiry:

Need More Time Not Interested Week 3 Total Grand Total

120 47 245 482
410 190 682 1414
530 237 927 1896

Need More Time To Not Interested Week 3 Total

0.48979591836735 0.1918367346939 1
0.60117302052786 0.2785923753666 1
530 237 927

le
60%
49%

26% 28%
19%
10%
6% 2%

Week 3
 60%
49%

26% 28%
19%
10%
6% 2%

Week 3

Week 2 Result Week 3

(empty) Connection/ShDelay in main Financial/PIPTV Issue Less OffersPersonal Is
10 2 2 1 1 2 2
35 6 1 7
45 8 2 2 1 2 9

Bandwidth Upsell Month Upgrade Grand Total

17% 83% 100% Dissatisfactin Reasons
0% 100% 100%
120%
0% 100% 100%
100% 100%100% 100% 100% 100%
100% 0% 100% 100%
88%
83%
100% 0% 100% 75%
80%
13% 88% 100%
0% 100% 100% 60%
0% 40%
25% 75% 100% 25%
20% 17% 13%
100% 0% 100%
0% 0% 0% 0% 0% 0%
50% 50% 100% 0%
Week Week
100% 0% 100% 2 3
100% 0% 100%
22% 78% 100% Bandwidth Upsell Month Upgr

13% 87% 100%

Week 3 Week 3 ResTotal Result

Don't have budget foNot satisfied with Not so convincPrevious offe Satisfied w(empty)
1 5 41 47 66
27 28 2 1 132 190 411
27 28 3 6 173 237 477
 Week 3 Week 3 Total
Don't have budget f Not satisfied with Not so convincPrevious offe Satisfied w(blank)
0% 0% 2% 11% 87% 0% 100%
14% 15% 1% 1% 69% 0% 100%
27 28 3 6 173 237

Denial Reason
100% 87%
78% 69%
80% 68%
60%
40%
16% 14% 15%
20% 11% 10% 5% 10%
0%1% 1% 0% 0% 2%1% 11% 1%
87% 0%
de ity ge ed ice de ity ge ed ice
69% g ra ula cka a dd pr g ra ula cka a dd pr
up q pa t d up q pa t d
or
e no an or
e no an
f r vic r or
us e d f r vic r or
us e d
et se e n pe et se e n pe
dg nt off bo ts dg nt off bo ts
bu r e g r n bu r e g r n
e cu
r cin ffe rre e cu
r cin ffe rre
11% h av th n vin
u so cu h av th n vin
u so cu
t i ith i ith
1% n' w co vio w on
't w co vio w
Do ed so Pre d D e d s o
Pre d
fi t fie fi t fie
tis No tis ati
s
No tis
t sa S a t s S a
e No No
Pre-Expiry: Bandwidth Upsell Pre-Expiry: Month Upgrade

Week 3
Need More Time To Not Interested Week 3 Total
49% 19% 100%
60% 28% 100%
530 237 927

Week 2 Total Week 3

(blank) Connection/ShDelay in mainFinancial/PIPTV Issue Less OffersPersonal I
 10 2 2 1 1 2 2
35 6 1 7
Dissatisfaction
45 8 2 76 2 1 2 9
8000%
6000%
4000% 24
2000%
14%0%
10% 6%0% 0% 0% 20%57%
3%10%70%10% 100%
100% 14%14%
15% 0%7% 2%7%0%14%14%29%
0% 17%66%0% 100%
100%
0% Week 2 Total 0% 0% 0%
Week 3 0%

ue ce ue ue ISP es ue nk Connection/Sh ) ue ce ue Delay ue ISP in )

es mainFinancial/P
ue nk
(blank) IPTV Issue Less OffersPersonal I
Iss nan Iss Iss er Issu Iss bla Iss nan Iss Iss er Issu Iss bla
g e t e 0% i ce T V t h a l g e 100% ( g e t e i c e 14%
T V th a l g e (
14% 7% 7% 14% 14%
a n r P o n a n r P o n
v er mai l/P I an rson /R a v er mai l/P I an rson /Ra
o ia 0% om Pe w 100% Co n cia 15%
m e w 0% 2% 0% 0% 17%
/C in nc fr lo g/ ay i nan fro P Slo
i ng lay ina e r S i n 45l i e r 8 2 2 1 2 9
ft e ft e
S hi D F r off S hi D F r off
n/ e n/ e
ctio B ett c tio B ett
e s/ ne s/
nn er on er
Co O ff C O ff
ss ss
Le Le
Pre-Expiry: Bandwidth Upsell Pre-Expiry: Month Upgrade
 Week 3 ResTotal Result
Slow/Range(empty)
4 14 24
27 41 76
31 55 100

issatisfactin Reasons

100% 100% 100% 100% 100%

88% 87%
75% 78%

50%
50%

25% 22%
13% 13%
0% 0% 0% 0% 0%
Week
3

andwidth Upsell Month Upgrade

Total Result
 Week 3 TotGrand Total
Slow/Range
(blank)
 4 14 24
27 41 76
31 55 100

Week 3 TotGrand Total

Slow/Range
(blank)
29% 0% 100% 24
66% 0% 100% 76
31 55 100
 Count of OfferColumn Labels
Week 2 Week 2 Total
Offer From Other ISP Exciting bundling package
High bandwidth in discounted
More
price
Bonus monthWeek 2 Total
Bandwidth Upsell 1 1 3 5
Month Upgrade
Grand Total 1 1 3 5

ISP Offer From other ISP

Worldlink 150 mbps 12 months with IPTV Rs.12000/-
Dishhome 200 mbps IPTV 12months Rs 10000/-
Wifi Nepal 80mbps 24 months 12000/-

Shared / Using ISP Week 2 Total Week 3 Total Reason for l

DishHome 1 0 DishHome
Local ISP or Other 2 9 Local ISP or O
Not Using Internet 1 1 Not Using Int
WorldLink 5 0 WorldLink
Grand Total 9 10 (blank)

Using ISP Week 2 Total Week 3 Total

DishHome 11% 0%
Local ISP or Other 22% 90%
Not Using Internet 11% 10%
WorldLink 56% 0%
Grand Total 100% 100%

Week 2 Week 2 Total

Offer From Other ISP Exciting bundling package
High bandwidth in discounted
More
price
Bonus monthWeek 2 Total
Bandwidth Upsell 1 1 3 5
Grand Total 1 1 3 5

Offer From Other ISP Bandwidth Upsell Grand Total

Exciting bundling package 1 1
Week 2 High bandwidth in discounted price 1 1
More Bonus month 3 3
Week 2 Total Week 2 Total 5 5
Week 3 More Bonus month 2 2
Week 3 Total Week 3 Total 2 2

Week 2 Week 3
Offer From Other ISP Bandwidth Upsell Bandwidth Upsell
Exciting bundling package 1 0
High bandwidth in discounted price 1 0
More Bonus month 3 2
Total 5 2
Week 3 Week 3 Total Grand Total
More Bonus month Week 3 Total
2 2 7

2 2 7

Week 2 Week 3
N+15 N+3 N+7 N+15 N+3 N+7
0% 14% 11% 0% 0% 0%
0% 29% 22% 100% 75% 100%
50% 0% 11%
Shared/
0%
Using
25%
another0%ISP
50% 100% 57% 56% 0% 0% 0% 90%
0% 90% 0% 0% 0% 0% 0%
80% Grand Total 100% 100% 100%
70%
60% 56%
50%
40%
30% 22%
20%
11% 11% 10%
10%
0% 0%
0%
Week 2 Total Week 3 Total

DishHome Local ISP or Other Not Using Internet WorldLink

Week 3 Week 3 Total

More Bonus month Week 3 Total
2 2
2 2
 100% 100% 100%

10%
0%
Total

ldLink
 Week 2 Week 3
Call Type Connected
Not Connected
Total Connected Not Connected
Post Expiry 361 669 1030 467 943

Post Expiry Total Calls

Connected 361
Week 2 Not Connected 669
Total 1030
Connected 467
Not Connected 943
Week 3 Total 1410

How are you using Internet now? Week 2 Week 3 Grand TWeek 2 % Week 3 %
Not Using Internet 170 214 384 47% 46%
Mobile Data 84 150 234 23% 32%
Local ISP or Other 50 40 90 14% 9%
WorldLink 23 23 46 6% 5%
Using Internet on sharing basis 22 21 43 6% 4%
ClassicTech 3 6 9 1% 1%
Subisu 3 5 8 1% 1%
ViaNet 4 5 9 1% 1%
DishHome 2 3 5 1% 1%
361 467 828 1 1

Count of Post Expiry- Paid User Column Labels

Week 2 Week 2 Week 3
How are you using Internet now? Dont want tWill Pay Later Dont want to continWill Pay Later
N+15 4 22 26 18 55
N+3 29 118 147 35 176
N+7 26 162 188 25 158
Grand Total 59 302 361 78 389

How are you using Internet

N+15now?N+3 N+7 Grand Total
Dont want to continue4 29 26 59
Week 2
Will Pay Later 22 118 162 302
Dont want to continue
18 35 25 78
Week 3
Will Pay Later 55 176 158 389
Grand Total 99 358 371 828

Week 2 Week 2 Week 3

How are you using Internet now? Dont want tWill PayTotal % Dont want to continWill Pay Lat
N+15 15% 85% 100% 25% 75%
N+3 20% 80% 100% 17% 83%
N+7 14% 86% 100% 14% 86%
Grand Total

How are youN+15 N+3 N+7 Grand Total

Dont want t 15% 20% 14%
Week 2
Will Pay Lat 85% 80% 86%
Dont want t 25% 17% 14%
Week 3
Will Pay Lat 75% 83% 86%

Post Expiry Remarks

N+15 N+3 N+7 Grand Total
Week 2 Dont want to continue
4 29 26 59
Will Pay Later 22 118 162 302
Week 2 Total Total 26 147 188 361
Week 3 Dont want to continue
18 35 25 78
Will Pay Later 55 176 158 389
Week 3 Total Total 73 211 183 467
Grand Total 99 358 371 828

Week 2
Dissatisfaction Reason N+15 N+3 N+7 Total N+7
Connection/Shifting/Coverage Issue 2 5 5 12
Delay in maintenance 2 4 6
Financial/Price Issue 2 2 4 1
IPTV Issue 2 2
Less Offers/ Better offer from another ISP 8 4 12 3
Personal Issues 2 3 3 8
Previous offer bonus not added 1 1
Slow/Range Issue 8 6 14 3
Grand Total 4 29 26 59 7

Count of Dissatisfaction Reason- 1 Column Labels

Week 2 DontWeek 2 WeekW 3 Week 3 Will Pay Later Total

Dissatisfaction Reason Dont want to continue
WillDont
Pay Later
want
Total Total
to continue
Will Pay
Total
Later Total
Connection/Shifting/Coverage Issue 12 14 1
Delay in maintenance 6 17 2
Financial/Price Issue 4 1 5 1
IPTV Issue 2
Less Offers/ Better offer from another ISP 12 4 7 1
Personal Issues 8 1 21 6
 Previous offer bonus not added 1 1
Slow/Range Issue 14 3 13 1
Grand Total 59 9 78 12

Week 2
Dont want to continue Will Pay Later
How are you using Internet now? N+15 N+3 N+7 N+3 N+7
Connection/Shifting/Coverage Issue 50% 17% 19% 20% 0%
Delay in maintenance 0% 7% 15% 10% 0%
Financial/Price Issue 0% 7% 8% 7% 14%
IPTV Issue 0% 0% 8% 3% 0%
Less Offers/ Better offer from another ISP 0% 28% 15% 20% 43%
Personal Issues 50% 10% 12% 14% 0%
Previous offer bonus not added 0% 3% 0% 2% 0%
Slow/Range Issue 0% 28% 23% 24% 43%
Grand Total 100% 100% 100% 100% 100%

Week 2 Week 2 Total Week 3

Reason for late payment N+15 N+3 N+7 N+15
Customer Out Of Location 7 42 76 125 22
Family Decision 5 38 47 90 17
Financial Issues 6 27 18 51 6
Sharing/Using another ISP 2 7 9 3
Shifting Issue 2 4 4 10 3
Slow Internet/range Issue Not Resolved 2 5 10 17 4
Grand Total 22 118 162 302 55
k3
Total
1410

How are you using internet?

50% 47% 46%

40%
32%
30% 23%
20% 14%
9% 6% 5% 6% 4%
10%
1% 1% 1% 1% 1%
0%
Not Using In- Mobile Data Local ISP or WorldLink Using Internet on ClassicTech Subisu V
ternet Other sharing basis

Week 2 % Week 3 %

Week 3 Grand Total

Will Pay Later
73 99
211 358
183 371
467 828

Grand Total

Dnt want to continue and will Pay later remarks

100%
Week 3 Total
80%
Total % 60%
40%
20%
0%
Week 2 Week 3
 Dnt want to continue and will Pay later remarks
100%
80%
60%
100% 40%
20%
100% 0%
100% Week 2 Week 3

N+15 N+3 N+7

Grand Total

Grand Total

Week 2 Total Week 3

Dont want to continue Total
Total N+15 N+3 N+7
12 5 5 4 14
6 5 8 4 17
1 5 3 2 5
2
4 16 2 4 1 7
1 9 4 12 5 21
1 1 1
3 17 2 2 9 13
9 68 18 35 25 78
 Week 3
Dont want to continue Will Pay Later
N+15 N+3 N+7 N+15 N+3 N+7
28% 14% 16% 0% 0% 33%
28% 23% 16% 0% 20% 33%
0% 9% 8% 25% 0% 0%
0% 0% 0% 0% 0% 0%
11% 11% 4% 25% 0% 0%
22% 34% 20% 50% 80% 0%
0% 3% 0% 0% 0% 0%
11% 6% 36% 0% 0% 33%
100% 100% 100% 100% 100% 100%

Week 3 Total Grand Total

N+3 N+7 Reason for late payment
70 76 168 293 Customer Out Of Location
49 55 121 211 Family Decision
32 15 53 104 Financial Issues
4 3 10 19 Sharing/Using another ISP
11 3 17 27 Shifting Issue
10 6 20 37 Slow Internet/range Issue Not Resolved
176 158 389 691 Grand Total
1% 1% 1% 1% 1% 1% 1%
Tech Subisu ViaNet DishHome

Pay later remarks

Week 3
Pay later remarks

Week 3

+7

Will Pay Later Total

N+15 N+3 N+7
1 1
1 1 2
1 1

1 1
2 4 6

1 1
4 5 3 12
 Week 2Week 2 Will Pay Late
Dissatisfaction
DontReason
want to continue
Will Pay
Total
Later Total
Connection/Shifting/Coverage 12 Issue
Delay in maintenance 6
Financial/Price Issue 4 1
IPTV Issue 2
Less Offers/ Better offer from another
12 ISP 4
Personal Issues 8 1
Previous offer bonus not added 1
Slow/Range Issue 14 3
Grand Total 59 9

N+ Week 2 Total N+Week 3 Total Total

125 168 293
90 121 211
51 53 104
9 10 19
10 17 27
17 20 37
302 389 691

Reason For Late Payment

50% 41%43%
40% 30%31%
30%
20% 17%14%
10% 3% 3% 3% 4% 6% 5%
0%
on on s ue d
i ue SP ve
ca
ti
cis ss er
I Is s ol
Lo e lI th in
g
Re
s
f il yD cia o ift t
tO m an an S h No
u n g
O Fa F i
s in su
e
er U Is
om g/ e
st a rin ng
Cu
Sh / ra
t
ne
ter
In
ow
Sl
Week 2 Total Week 3 Total
Week 3 Total

15
19
6

8
27
1
14
90

Week 3 Total Grand Total

 Post Expiry Dissatisfaction Reasons
0.6 50%
44%
0.4 33%
22% 27% 24%
20%18% 17% 11% 20% 17%
0.2 8% 10% 8% 3%
7% 6% 8% 14%
9% 11% 8%
0% 0% 0%0%
0% 2% 1%
0% 0%
0
on e ue e e P s ed ue
as a nc Is s Is su I s su r IS s ue dd Iss
e s
e Re e n e V
ot
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ot
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n ag nt ric IP
T a
an
g
tio ver ai l /P an s on sn R
Week 3 Dont want c r u
fa to continue Total Week 3 oWill m PayPeLater Total
o m i a n /
tis /C in nc r bo ow
Dontiswant
sa ng
toifticontinue l ay Total ina Will Pay
er f Later Total er Sl Dissatisfaction Reason
D h De F off off
S r s
n/ 14 e 1 io
u Connection/Shifting/Coverage Issue
ctio B ett ev
e 17 / 2 P r Delay in maintenance
onn e rs
C 5 ff 1 Financial/Price Issue
sO
Week 2 Dont want Lto es continue Total Week 2 Will Pay Later Total IPTV Issue
Week 3 Dont want to continue Total
7 1 Week 3 Will Pay Later Total
Less Offers/ Better offer from another ISP
21 6 Personal Issues
1 Previous offer bonus not added
13 1 Slow/Range Issue
78 12 Grand Total

Reason for late payment Week 2 Total Week 3 Total

Customer Out Of Location 41% 43%
Family Decision 30% 31%
Financial Issues 17% 14%
Sharing/Using another ISP 3% 3%
Shifting Issue 3% 4%
Slow Internet/range Issue Not Resolved 6% 5%
Grand Total 100% 100%

ason For Late Payment

1%
17%14%
3% 3% 3% 4% 6% 5%

s ue d
ue SP ve
ss er
I Is s ol
lI th in
g
Re
s
cia o ift t
an an S h No
i n g
F
U s in su
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g/ Is
e
a rin ng
Sh / ra
t
ne
ter
In
ow
Sl
Week 2 Total Week 3 Total
 Week 2 Dont wantWeek 2 WilWeek 3 Don Week 3 Will Pay Later Total
Dont want to continue
Will Total
Pay
Dont
Later
want
Total
to continue
Will PayTotal
Later Total
20% 0% 18% 8%
10% 0% 22% 17%
7% 11% 6% 8%
3% 0% 0% 0%
20% 44% 9% 8%
14% 11% 27% 50%
2% 0% 1% 0%
24% 33% 17% 8%
100% 100% 100% 100%
 Week 2 Week 3
Call Type Connected
Not Connected Total Connected Not Connected
Churn Phase 143 370 513 223 631
Routine Call Back 662 531 1193 676 561
Grand Total 805 901 1706 899 1192

Week 2 Week 3
Call Type Connected
Not Connected Total Connected Not Connected Experience Rati
Churn Phase 28% 72% 100% 26% 50% 74%
Routine Call Back: 12 Month User
55% 45% 100% 55% 45% 45% 42%
40% 37%
35%
30%
Experience Rating Week 2 Week 3 Grand Total 25% Experience Rating
Excellent 24 27 51 20% Excellent
15% 13%
Fair 107 101 208 Fair
Good 337 387 724 10% Good 5%
5% 3%
Poor 40 46 86 Poor
0%
Very good 297 338 635 Very good Week 2
Grand Total 805 899 1704 Grand Total
Excellent Fair Good Po

Renewal in Future? Week 2 Week 3 Grand Total Renewal in Future?

No 42 78 120 No
Yes 763 821 1584 Yes
Grand Total 805 899 1704 Grand Total

Dissatisfaction ReasonN+ WeekN+

2 Week 3Grand Total Dissatisfaction Reason
Connection/Shifting/Coverage Issue
7 18 25 Connection/Shifting/Coverage Issue
Delay in maintenance 3 2 5 Delay in maintenance
Financial/Price Issue 6 6 Financial/Price Issue
IPTV Issue 1 1 2 IPTV Issue
Less Offers/ Better offer from another
11 ISP 12 23 Less Offers/ Better offer from another ISP
Personal Issues 10 12 22 Personal Issues
Previous offer bonus not added1 1 2 Previous offer bonus not added
Slow/Range Issue 9 26 35 Slow/Range Issue
Total 42 78 120 Total
 Total Churn and Router Calls Disposed
854
80% 72% 74%
1237 70%
2091 60% 55% 55%
50% 45% 45%
40%
28% 26%
Experience
Total Rating30%
20%
100% 10%
0%
100% 43%Churn Phase Routine Call Back: 12 Month User
37% 38%
Week 2 Connected Not Connected Week 3 Connected Not Connected

Week 2 Week 3
Renew in future ?
3% 3% 100% 95%
91%
13% 11% 11% 90%
42% 43% 80%
5% 5%
3% 70%
5% 5%
37% 38% 60%
2 Week 3
50%
100% 100%
Excellent Fair Good Poor Very good 40%
30%
20%
9%
10% 5%
Week 2 Week 3
0%
5% 9% Week 2 Week 3
95% 91%
Connection/Shifting/Cov-
No Yes
100% 100% Dissatisfaction Reason Week Wise N+
erage Issue
Delay in maintenance
35% 33% Financial/Price Issue
IPTV Issue
Week 2 Week
30%3 Less Offers/ Better offer
17% 23% 26% from another ISP
25% 24% Personal Issues
7% 3% 23%
21% Previous offer bonus not
0% 8% added
20%
2% 1% 17% 15%15% Slow/Range Issue
26% 15%
15%
24% 15%
10% 8%
2% 1% 7%
21% 33%
5% 2% 2% 3%
100% 100% 1% 1%
0%
0%
Week 2 Week 3
uture ?
91%

9%

Week 3

es