|
Variables
|
Matched sample
|
|---|
|
Upselling
|
Terminations
|
Service requests
|
|---|
|
Usage
|
0.84
|
0.96
|
0.95
|
|
Purchasing power
|
0.81
|
0.83
|
0.82
|
|
Age
|
0.89
|
0.93
|
0.95
|
|
Gender
|
0.99
|
0.99
|
0.95
|
|
Average
|
0.88
|
0.93
|
0.92
|
|
Observations
|
4154
|
8330
|
2916
|
- The differences in observations are a result of the different number of customers with social media interactions up until the first service request, the first upselling event, and the contract termination, respectively. The percentage reduction bias was calculated following Rosenbaum and Rubin (1985); N = 334,111