Diagnostics
Churn explained by experience
100.0%Top three drivers carry 70.3% of it
Revenue at risk
$42.1kPer month, across the named cohorts
Silent sufferers
28k95.4% of affected users never raised a ticket
Silent cancel rate
11.2%Against 7.1% for those who did complain
Ranked churn drivers
share of explained variance
- Repeated rebuffering in the first three sessions31.4%23,485 exposed · 10.2% cancel vs 3.1% · 4d lag
- Crash during playback22.1%5,042 exposed · 13.0% cancel vs 3.1% · 6d lag
- Video start failure on first play attempt16.8%4,198 exposed · 16.2% cancel vs 3.1% · 2d lag
- Unresolved support ticket older than 72h11.2%201 exposed · 22.4% cancel vs 3.1% · 9d lag
- Payment failure with a suspension period9.4%1,356 exposed · 18.4% cancel vs 3.1% · 1d lag
- No successful play in the first 7 days9.1%9,250 exposed · 14.6% cancel vs 3.1% · 21d lag
Retention — exposed to poor QoE against not
30 days
106.3%90.1%73.9%57.7%41.5%
110%85%60%35%10%
d0d1d3d7d14d21d30
Both curves are on their own scale — read the shapes, not the distance between the lines.
At-risk cohorts
| Cohort | Users | Mean risk | Revenue at risk |
|---|---|---|---|
| Android 14 · Revolut BR · GRU edge | 4,679 | 89 | $23,865 |
| Android TV · app 3.4.1 · all tenants | 2,012 | 81 | $10,260 |
| Altiplano PE · LIM edge | 1,054 | 78.7 | $5,375 |
| Vela Fintech AR · sign-in failures | 457 | 73 | $2,331 |
| Nexo Bank MX · entitlement mismatch | 45 | 103.8 | $230 |
Silent suffering, by experience
- ≥ 3 rebuffer events in a session23,485 affected22,533 silent96%
- Crash during playback5,042 affected4,799 silent95%
- Start failure on ≥ 2 attempts4,198 affected3,897 silent93%
- Entitled but cannot play45 affected35 silent78%