Our “ShareTracker Terminology” series continues as we explain the types of data we can deliver and how it can be valuable for your business.
Check out our previous posts in this series here.
For the second installment of our “ShareTracker Terminology” series, we’re going to explain the two types of disconnects (also referred to as deactivations or DA for short), which are the opposite of gross adds. When a customer cancels service with a provider, they are considered a disconnect. If a wireline or wireless voice customer switches providers and keeps their old phone number, they are a ported disconnect for the previous provider.
These two kinds of disconnects also appear differently in ShareTracker’s measurements. For a provider’s disconnect, we see a wireless/wireline customer transition from assigned (green) to unassigned (red). When a customer switches service from one provider to another, we see both the old (blue) and new providers (orange), counting the disconnect for the old provider. Again, those changes are counted in the second period of our measurements (middle circles).
Measuring disconnects allows ShareTracker to monitor providers’ abilities to retain existing customers over time. Dividing the current period’s disconnects by the previous quarters subscribers creates a metric called the churn rate, or the rate at which customers leave a particular provider. Disconnects and churn rates can be indicators of customer satisfaction, effective pricing strategies, or strong feature offerings.
For more on how ShareTracker can help you track your performance, please contact us at email@example.com!