Diagnostics
Churn explained by experience
100.0%Top three drivers carry 70.3% of it
Revenue at risk
$113.6kPer month, across the named cohorts
Silent sufferers
75.7k95.4% of affected users never raised a ticket
Silent cancel rate
19.6%Against 12.4% for those who did complain
Ranked churn drivers
share of explained variance
- Repeated rebuffering in the first three sessions31.4%63,420 exposed · 17.8% cancel vs 3.1% · 4d lag
- Crash during playback22.1%13,617 exposed · 22.8% cancel vs 3.1% · 6d lag
- Video start failure on first play attempt16.8%11,338 exposed · 28.4% cancel vs 3.1% · 2d lag
- Unresolved support ticket older than 72h11.2%543 exposed · 39.2% cancel vs 3.1% · 9d lag
- Payment failure with a suspension period9.4%3,661 exposed · 32.2% cancel vs 3.1% · 1d lag
- No successful play in the first 7 days9.1%24,978 exposed · 25.6% 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%
112%84%56%28%0%
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 | 12,637 | 156 | $64,447 |
| Android TV · app 3.4.1 · all tenants | 5,433 | 142 | $27,706 |
| Altiplano PE · LIM edge | 2,846 | 138 | $14,516 |
| Vela Fintech AR · sign-in failures | 1,234 | 128 | $6,294 |
| Nexo Bank MX · entitlement mismatch | 122 | 182 | $620 |
Silent suffering, by experience
- ≥ 3 rebuffer events in a session63,420 affected60,851 silent96%
- Crash during playback13,617 affected12,958 silent95%
- Start failure on ≥ 2 attempts11,338 affected10,523 silent93%
- Entitled but cannot play122 affected95 silent78%