Mobile network operators (MNOs) have an interest in maintaining customer loyalty, or equivalently, reducing user churn. The sensitivity of user churn to a given network experience/performance parameter, e.g., the download speed that a user experiences, video playback quality that a user experiences, etc. is not generally known with certainty to an MNO. An MNO may not have the measurements of the network experience/performance parameters that an end user actually experiences, e.g., in different mobile applications, and hence is not able to accurately measure the sensitivity of the churn to network experience/performance that an end user receives. This disclosure leverages the access of a mobile device to network experience/performance parameters (as experienced by the user) and the knowledge of the user’s subscribed MNO to determine the sensitivity of user churn to particular network experience/performance parameters.

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This work is licensed under a Creative Commons Attribution 4.0 License.