Insuring Against Churn - Wireless Asia, Jan 8th 2007
When they have insurance in place, the subscribers can call up, and we will ship them a new handset, typically the same day in a metro area or next-day if it's not in a metro area," Currie says. "This puts the customer immediately back on line with the wireless operator, preventing them from being exposed to other operators."
Since KTF launched the program in September 2003, more than three million subscribers have enrolled in the program, making it one of the fastest growing value-added services in the country.
More significantly, the program has enabled KTF to reduce its churn rate by almost 50%, with subscribers signing up to the insurance program having a churn rate of 1.2%, compared with 2.2% for those without the service. Meanwhile, the company's customer satisfaction rate hit 91%.
