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Fibre cancellations

Reducing fibre order cancellations together

Overview

IMPORTANT INFORMATION

On 25 February we confirmed our Cancellation Charging Policy to the industry, with charges taking effect from 1 March 2020.  In light of the current Covid-19 situation, we’ve decided to suspend these charges until 30 April 2021 at the earliest.

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As part of the Fibre Connect transformation programme, we have an initiative that is looking at ways to reduce cancellations.The cancellation of a fibre order delivers a poor customer experience which impact service providers and Chorus’ brand and perception. Cancellations add substantial overhead costs - each order cancelled is a lost opportunity in revenue retention or gain. There are many factors that drive cancellations, while some of these sits within Chorus, as the cancellation rate varies between service provider, we believe there are things service providers can do to help reduce cancellations to ensure it is more likely your customer connects to fibre

What's happening 

  • We want to work together to target and reduce all cancellations which are within our or your control
  • Reduce the overall level of cancellations and wasted acquisition cost for everyone
  • Introduce a cancellation policy at industry level to encourage a greater focus from all service providers on cancellation reduction

What Chorus is doing to reduce cancellations 

Several initiatives are underway to reduce the number of fibre cancellations, these include:

  1. Improved Reporting – we’ve introduced improved reporting to provide better insights into cancellations, these include:
    • Cancellation report - your service delivery manager can provide a 6-month view of all your cancellations and reason codes (available on request)
    • PTA / ITC report - this report provides a detailed view of your “provider to advise” (action required) orders, to prevent them turning into “Intent to cancels” due to non- action (available on request)
  2. Machine learning – we’re trialling a model that can predict cancellations and provide a scoring system allowing you to prioritise intervention.
  3. Cancellation policy -  we are introducing a cancellations charging policy to encourage you to reduce overall cancellations rates reduction in wasted truck rolls will subsequently reduce the volume of cancellation charges.
  4. Kainga Ora process (Housing New Zealand) – we’re trialling a streamlined process to source landlord approvals for Kainga Ora tenants.
  5. Chorus tactical improvements we are implementing a range of tactical improvements to help reduce cancellations, these include:
    • Reviewing the use of cancellations codes, including an audit
      • Published a video  on 8 steps to reduce cancellations on our e-learning platform
    • Identified opportunities in the Intent to Cancel / Provider to Advise process
    • Reviewing scope documentation to improve this and the sign off notes
  6. Chorus & RSP improvement plans – we’ve now finalised these with a view of achieving reductions and potentially meeting the initial cancellation policy threshold rate of 21%.

Timeline 2020

Cancellations

Resources

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