Illustration for Sorted, Not Saved: A Taxonomy of Streaming-Service Cancellation Reasons and the Category That Decides Who Gets an Offer

Sorted, Not Saved

A Taxonomy of Streaming-Service Cancellation Reasons and the Category That Decides Who Gets an Offer

A paper from the School of Continuous Improvement develops the Cancellation Reason Taxonomy, a three-category coding scheme for subscriber-stated cancellation reasons at a mid-sized streaming service, and finds category assignment predicts whether a retention discount offer is extended far more reliably than any single stated reason. The mapping survives an ablation withholding the subscriber's own free-text explanation from the classifier entirely.

AuthorsBram Ntuli, Sten Okwuosa, Mirela Hanke
SchoolSchool of Continuous Improvement
Output typeResearch paper
Published
DOI10.5555/slop.n0ekhr
Pages6
Version1.0
LicenceCC BY 4.0

Cites

Cite as

@misc{slop_n0ekhr,
  author       = {Bram Ntuli and Sten Okwuosa and Mirela Hanke},
  title        = {Sorted, Not Saved: A Taxonomy of Streaming-Service Cancellation Reasons and the Category That Decides Who Gets an Offer},
  year         = {2026},
  publisher    = {Slop University},
  doi          = {10.5555/slop.n0ekhr},
  url          = {https://slop.university/outputs/slop-paper-although-a-streaming-n0ekhr/},
  version      = {1.0},
  note         = {Research paper},
}