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Key Performance Indicators 2010 - Churn

This report presents churn statistics for 56 operators worldwide, highlighting overall blended churn as well as a breakdown of operator churn performance across Europe, Asia & Oceania, North & South America and Africa & Middle East. With a supporting commentary throughout, this report reviews average postpay and prepay churn levels and provides a historical perspective by comparing average monthly churn trends year-on-year and highlighting the top and bottom 8 operators who experienced a decrease and increase in churn levels over 2009 compared to the previous year.

In addition, the report reviews monthly blended churn by market entry position, by number of MNO competitors as well as monthly churn by mobile market penetration and by the level of prepay customer penetration.

Finally, this year's Churn benchmarking report also includes a European Average Index which has been calculated based on the average blended churn performance since 2006. Using the index, we compare the Monthly Churn European Average Index to the national average and individual operators from Germany, Italy, Spain and the UK.

This report is available as a printable PDF report (with notes) and also as an interactive powerpoint presentation.

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Table of Contents


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Average Monthly Churn During 2009 (56 Operators)
Operator Rules for Churn Calculations
A Prepay Customer Churns when the Customer?
Prepay Churn Comparisons Are Difficult
Monthly Blended Churn Global - FY 2009 (56 Operators)
Monthly Blended Churn Europe - FY 2009 (37 Operators)
Monthly Blended Churn Asia & Oceania - FY 2009 (9 Operators)
Monthly Blended Churn North & South America - FY 2009 (6 Operators)
Monthly Blended Churn Africa & Middle East - FY 2009 (4 Operators)
Average Monthly Postpay Churn - FY 2009 (34 Operators)
Average Monthly Prepay Churn - FY 2009 (13 Operators)
Average Monthly Churn Historical Trends
Monthly Blended Churn, YoY 2009-2008 (56 Operators)
Average Monthly Blended Churn, Decreasing YoY 
(2009 vs. 2008, Top 8 Improvers)
Average Monthly Blended Churn, Increasing YoY (2009 vs. 2008, Bottom 8)
Monthly Blended Churn by Market Entry Position (45 Operators)
Monthly Blended Churn by Number of MNO Competitors (49 Operators)
Monthly Churn by Mobile Market Penetration (55 Operators)
Monthly Churn by Prepay Customer Penetration (51 Operators)
Monthly Churn Historical Trends 
Europe (33 Operators)
Monthly Churn European Average Index
German Operators Monthly Churn 
Performance against European Average Index
Italian Operators Monthly Churn 
Performance against European Average Index
Spanish Operators Monthly Churn 
Performance against European Average Index
UK Operators Monthly Churn 
Performance against European Average Index
Exchange Rates (1st Jan 2010)