<aside> 📉 Furlenco has a 6% MoM churn post 3 months (minimum subscription period)
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<aside> 🤩 Which ICPs drive the best retention? Core users and UNLTD users drive the best retention - the pay upfront for the full year.
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<aside> 🤩 What channels drive the best retention? Word of Mouth, Emails, PNs
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| Churn Reasons | Voluntary Churn | Involuntary Churn | Rank |
|---|---|---|---|
| Delays with complaint resolution | ✅ | 1 | |
| Poor customer support | ✅ | 2 | |
| Moving to a new city/ unserviceable city | ✅ | 3 | |
| Bad return/ replacement experience | ✅ | 4 | |
| Expensive compared to competitors | ✅ | 5 | |
| Bad delivery experience | ✅ | 9 | |
| Bad maintenance/ service | ✅ | 10 | |
| Sub-standard product | ✅ | 11 |
<aside> 🚨 Customer support and complaint resolution are the highest reasons cited for ending subscriptions with Furlenco. We propose automated systems to notify users of the status and updates regarding their complains and a higher quality of service level agreement to the customers.
A 5% decrease in churn will result in additional revenue of ~10Cr annually.
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<aside> 👁️ Things to look out for
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