EconPapers    
Economics at your fingertips  
 

Customer churn prediction for fixed wireless access: The case of a regional internet service provider

Kurt A. Pflughoeft, Nikolaus T. Butz and Alick Corbley

Telecommunications Policy, 2025, vol. 49, issue 4

Abstract: Customer churn remains a significant area of concern in the telecommunications sector due to its high prevalence. As Fixed Wireless Access (FWA) gains traction, the field is witnessing heightened competition, especially with the integration of 5G technology, which serves dual purposes for cellular communications and FWA. This research delves into a comprehensive analysis of risk factors that impact churn via Random Survival Forests, the Cox regression model, and Kaplan-Meier Survival Plots. Our results indicate that fiber, sales zone (i.e., brand presence), age, speed, and discounts are some of the more important variables with regard to the cumulative hazard ratio. Although discounts were effective in many sales zones, their impact was diminished for more expensive internet services. The insights garnered provide a foundational basis for telecom providers to devise robust strategies to curtail customer churn over time, ensuring sustained growth and customer satisfaction in the burgeoning FWA market.

Keywords: Fixed wireless access; Telecommunications; Cox regression model; Random survival forests; Kaplan-meier survival plots; Concordance index; Data augmentation; Customer churn (search for similar items in EconPapers)
Date: 2025
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0308596125000266
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:telpol:v:49:y:2025:i:4:s0308596125000266

Ordering information: This journal article can be ordered from
http://www.elsevier.com/wps/find/journaldescription.cws_home/30471/bibliographic
http://www.elsevier. ... /30471/bibliographic

DOI: 10.1016/j.telpol.2025.102929

Access Statistics for this article

Telecommunications Policy is currently edited by Erik Bohlin

More articles in Telecommunications Policy from Elsevier
Bibliographic data for series maintained by Catherine Liu ().

 
Page updated 2025-04-30
Handle: RePEc:eee:telpol:v:49:y:2025:i:4:s0308596125000266