Working Papers

The Incremental Value of Unstructured Data in Predicting Customer Churn

Evert de Haan and Elena Menichelli

Mar 9, 2020

Analyzes data from 50,000 customers from a European telecom provider to extract new structured information from written customer feedback, and combines these data with customer database variables and Net Promoter Scores; uses a series of Cox proportional hazard models to show predictions for customer churn.

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