Agent

Natural language interface

Ask the society anything. The agent reasons over the weekly snapshot and answers honestly — including what it can't know.

Network Engineering

Which part of the subscriber base is driving the NPS decline this quarter?

The primary driver is the Remote Worker archetype, which accounts for approximately 71% of the detractor growth this quarter. This archetype (334K subscribers) has seen its CEI decline from 66 to 48 over the past 30 days — a drop of 18 points. The dominant signal is degraded Microsoft Teams quality, specifically uplink throughput performance, which is the primary service for this archetype. Key indicators pointing to this archetype as the driver: → 3,400 high-value Remote Worker subscribers are now showing concurrent churn signals → Speed test usage in this group is up 34% week-on-week → Care contact rate for this archetype is 5.2% this month vs 2.1% baseline The other five archetypes are broadly stable. Evening Streamers are actually improving (+4pts CEI this week).

Based on: subscriber_signal (week 19 May), archetype data, society_snapshot May 2025

Marketing

What's the best opportunity for a targeted campaign this month?

The clearest near-term opportunity is the Evening Streamer archetype — 847K subscribers showing an improving CEI trend (+4pts this week, now at 74). Profile of this opportunity: → 67% premium handset penetration (mostly Apple) → 89% on 4G, significant 5G upgrade headroom → data_usage_band = very-high for 58% of the archetype → Low care contact rate (1.1%) — these are satisfied subscribers Recommended campaign: A targeted 5G upgrade offer to the 12,400 Evening Streamers who are high-data, premium-handset, currently passive (not yet promoters). At current ARPU, converting 30% of these to a 5G plan would generate approximately £340K additional revenue per year. One caveat: I'd avoid running this campaign in the North Wales region right now — the Remote Worker degradation in that area creates reputational risk if the broader network experience is poor.

Based on: archetype data, DPI summary, BSS spend bands

Senior Exec

What's our NPS going to look like next quarter if we don't fix the Remote Worker issue?

Based on current trends, if the Remote Worker CEI continues its current trajectory without intervention, the society model projects: → Remote Worker detractor % rising from 31% to approximately 44–48% over the next 8 weeks → This archetype represents 8% of total subscribers but disproportionately 14% of revenue (high ARPU segment) → Aggregate NPS impact: estimated -3 to -5 points next quarter The model also flags that the care contact rate for this archetype (currently 5.2%) typically precedes formal complaints by 2–3 weeks. If that pattern holds, complaint volume will rise materially in the next fortnight.

Agent confidence note

I want to be clear about what this model can and can't tell you: this is a projection based on historical patterns in the data, not a guarantee. The actual outcome depends on whether the underlying network issue is addressed and how quickly.

Based on: 8-week CEI trajectory, NPS calibration Q1 2025