Customer ID Gender Age Married Number of Dependents City Zip Code Latitude Longitude Number of Referrals Tenure in Months Offer Phone Service Avg Monthly Long Distance Charges Multiple Lines Internet Service Internet Type Avg Monthly GB Download Online Security Online Backup Device Protection Plan Premium Tech Support Streaming TV Streaming Movies Streaming Music Unlimited Data Contract Paperless Billing Payment Method Monthly Charge Total Charges Total Refunds Total Extra Data Charges Total Long Distance Charges Total Revenue Customer Status Churn Category Churn Reason 0002-ORFBO Female 37 Yes 0 Frazier Park 93225 34.827662 -118.999073 2 9 None Yes 42.39 No Yes Cable 16 No Yes No Yes Yes No No Yes One Year Yes Credit Card 65.6 593.3 0 0 381.51 974.81 Stayed 0003-MKNFE Male 46 No 0 Glendale 91206 34.162515 -118.203869 0 9 None Yes 10.69 Yes Yes Cable 10 No No No No No Yes Yes No Month-to-Month No Credit Card -4 542.4 38.33 10 96.21 610.28 Stayed 0004-TLHLJ Male 50 No 0 Costa Mesa 92627 33.645672 -117.922613 0 4 Offer E Yes 33.65 No Yes Fiber Optic 30 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 73.9 280.85 0 0 134.6 415.45 Churned Competitor Competitor had better devices 0011-IGKFF Male 78 Yes 0 Martinez 94553 38.014457 -122.115432 1 13 Offer D Yes 27.82 No Yes Fiber Optic 4 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 98 1237.85 0 0 361.66 1599.51 Churned Dissatisfaction Product dissatisfaction 0013-EXCHZ Female 75 Yes 0 Camarillo 93010 34.227846 -119.079903 3 3 None Yes 7.38 No Yes Fiber Optic 11 No No No Yes Yes No No Yes Month-to-Month Yes Credit Card 83.9 267.4 0 0 22.14 289.54 Churned Dissatisfaction Network reliability 0013-MHZWF Female 23 No 3 Midpines 95345 37.581496 -119.972762 0 9 Offer E Yes 16.77 No Yes Cable 73 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 69.4 571.45 0 0 150.93 722.38 Stayed 0013-SMEOE Female 67 Yes 0 Lompoc 93437 34.757477 -120.550507 1 71 Offer A Yes 9.96 No Yes Fiber Optic 14 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.7 7904.25 0 0 707.16 8611.41 Stayed 0014-BMAQU Male 52 Yes 0 Napa 94558 38.489789 -122.27011 8 63 Offer B Yes 12.96 Yes Yes Fiber Optic 7 Yes No No Yes No No No No Two Year Yes Credit Card 84.65 5377.8 0 20 816.48 6214.28 Stayed 0015-UOCOJ Female 68 No 0 Simi Valley 93063 34.296813 -118.685703 0 7 Offer E Yes 10.53 No Yes DSL 21 Yes No No No No No No Yes Two Year Yes Bank Withdrawal 48.2 340.35 0 0 73.71 414.06 Stayed 0016-QLJIS Female 43 Yes 1 Sheridan 95681 38.984756 -121.345074 3 65 None Yes 28.46 Yes Yes Cable 14 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 90.45 5957.9 0 0 1849.9 7807.8 Stayed 0017-DINOC Male 47 No 0 Rancho Santa Fe 92091 32.99356 -117.207121 0 54 None No Yes Cable 10 Yes No No Yes Yes No No Yes Two Year No Credit Card 45.2 2460.55 0 0 0 2460.55 Stayed 0017-IUDMW Female 25 Yes 2 Sunnyvale 94086 37.378541 -122.020456 2 72 None Yes 16.01 Yes Yes Fiber Optic 59 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 116.8 8456.75 0 0 1152.72 9609.47 Stayed 0018-NYROU Female 58 Yes 0 Antelope 95843 38.715498 -121.363411 0 5 None Yes 18.65 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 68.95 351.5 0 0 93.25 444.75 Stayed 0019-EFAEP Female 32 No 0 La Mesa 91942 32.782501 -117.01611 0 72 Offer A Yes 2.25 Yes Yes Fiber Optic 16 Yes Yes Yes No Yes No No Yes Two Year Yes Bank Withdrawal 101.3 7261.25 0 0 162 7423.25 Stayed 0019-GFNTW Female 39 No 0 Los Olivos 93441 34.70434 -120.02609 0 56 None No Yes DSL 19 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 45.05 2560.1 0 0 0 2560.1 Stayed 0020-INWCK Female 58 Yes 2 Woodlake 93286 36.464635 -119.094348 9 71 Offer A Yes 27.26 Yes Yes Fiber Optic 12 No Yes Yes No No Yes Yes Yes Two Year Yes Credit Card 95.75 6849.4 0 0 1935.46 8784.86 Stayed 0020-JDNXP Female 52 Yes 1 Point Reyes Station 94956 38.060264 -122.830646 0 34 None No Yes DSL 20 Yes No Yes Yes Yes Yes Yes Yes One Year No Credit Card 61.25 1993.2 0 0 0 1993.2 Stayed 0021-IKXGC Female 72 No 0 San Marcos 92078 33.119028 -117.166036 0 1 Offer E Yes 7.77 Yes Yes Fiber Optic 22 No No No No No No No Yes One Year Yes Bank Withdrawal 72.1 72.1 0 0 7.77 79.87 Joined 0022-TCJCI Male 79 No 0 Daly City 94015 37.680844 -122.48131 0 45 None Yes 10.67 No Yes DSL 17 Yes No Yes No No Yes No Yes One Year No Credit Card 62.7 2791.5 0 0 480.15 3271.65 Churned Dissatisfaction Limited range of services 0023-HGHWL Male 67 No 0 Morgan Hill 95037 37.161544 -121.649371 0 1 None No Yes Cable 9 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 25.1 25.1 0 0 0 25.1 Churned Competitor Competitor made better offer 0023-UYUPN Female 79 Yes 0 Ahwahnee 93601 37.375816 -119.739935 0 50 None Yes 31.43 Yes No One Year No Bank Withdrawal 25.2 1306.3 0 0 1571.5 2877.8 Stayed 0023-XUOPT Female 26 Yes 0 Carnelian Bay 96140 39.227434 -120.091806 1 13 None Yes 43.56 Yes Yes Fiber Optic 52 No Yes Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 94.1 1215.6 0 0 566.28 1781.88 Churned Other Don't know 0027-KWYKW Female 30 Yes 2 Alpaugh 93201 35.869626 -119.498771 1 23 Offer D Yes 34.91 Yes Yes Fiber Optic 30 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 83.75 1849.95 0 0 802.93 2652.88 Stayed 0030-FNXPP Female 22 No 0 Keeler 93530 36.560498 -117.962461 0 3 None Yes 3.12 No No Month-to-Month No Credit Card 19.85 57.2 0 0 9.36 66.56 Joined 0031-PVLZI Female 34 Yes 0 Korbel 95550 40.7666 -123.80458 0 4 Offer E Yes 12.43 No No Month-to-Month No Credit Card 20.35 76.35 0 0 49.72 126.07 Churned Price Long distance charges 0032-PGELS Female 37 Yes 1 Palomar Mountain 92060 33.309852 -116.823091 1 1 None No Yes DSL 19 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 30.5 30.5 0 0 0 30.5 Churned Attitude Attitude of service provider 0036-IHMOT Female 37 Yes 3 Parlier 93648 36.622237 -119.521126 10 55 None Yes 35.04 No Yes Fiber Optic 57 No Yes Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 103.7 5656.75 0 20 1927.2 7603.95 Stayed 0040-HALCW Male 42 Yes 3 Modesto 95358 37.612612 -121.108568 3 54 None Yes 19.7 No No Two Year No Credit Card 20.4 1090.6 0 0 1063.8 2154.4 Stayed 0042-JVWOJ Male 64 No 0 Glen Ellen 95442 38.368744 -122.522642 0 26 Offer C Yes 37.7 No No One Year Yes Bank Withdrawal 19.6 471.85 21.25 0 980.2 1430.8 Stayed 0042-RLHYP Female 47 Yes 3 Eureka 95503 40.737431 -124.108897 5 69 None Yes 38.39 No No Two Year No Bank Withdrawal 19.7 1396.9 0 0 2648.91 4045.81 Stayed 0048-LUMLS Male 23 Yes 3 Moss Beach 94038 37.515556 -122.502311 1 37 Offer C Yes 43.01 No Yes Fiber Optic 51 No No No No Yes Yes Yes Yes One Year No Credit Card 91.2 3247.55 0 0 1591.37 4838.92 Stayed 0048-PIHNL Female 48 Yes 0 Los Angeles 90058 34.001617 -118.222274 5 49 Offer B Yes 49.58 No No One Year No Bank Withdrawal 20.45 900.9 0 0 2429.42 3330.32 Stayed 0052-DCKON Male 28 Yes 0 Los Angeles 90063 34.044271 -118.185237 9 66 None Yes 43.77 Yes Yes Fiber Optic 41 Yes Yes Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal -2 7942.15 0 0 2888.82 10830.97 Stayed 0052-YNYOT Female 28 No 0 Calexico 92231 32.690654 -115.431225 0 67 None Yes 23.12 No No One Year No Bank Withdrawal 20.55 1343.4 30.53 0 1549.04 2861.91 Stayed 0056-EPFBG Male 33 Yes 1 Redding 96003 40.677649 -122.29467 4 20 None No Yes Cable 22 Yes No Yes Yes No No No Yes Two Year Yes Credit Card 39.4 825.4 0 0 0 825.4 Stayed 0057-QBUQH Female 31 No 3 San Martin 95046 37.084697 -121.606417 0 43 None Yes 30.64 Yes No Two Year Yes Bank Withdrawal 25.1 1070.15 0 0 1317.52 2387.67 Stayed 0058-EVZWM Female 37 Yes 0 Stockton 95209 38.044523 -121.348048 2 55 Offer B Yes 5.08 Yes Yes Fiber Optic 9 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.8 4959.6 0 0 279.4 5239 Stayed 0060-FUALY Female 60 Yes 0 Los Angeles 90003 33.964131 -118.272783 4 59 Offer B Yes 16.39 Yes Yes Fiber Optic 14 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 94.75 5597.65 0 0 967.01 6564.66 Stayed 0064-SUDOG Female 48 Yes 3 Huntington Park 90255 33.97803 -118.217141 3 12 None Yes 19.28 No No Two Year No Bank Withdrawal 20.3 224.5 0 0 231.36 455.86 Stayed 0064-YIJGF Male 60 Yes 3 Yermo 92398 35.013299 -116.834092 7 27 Offer C Yes 25.26 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.75 1929 0 0 682.02 2611.02 Stayed 0067-DKWBL Male 69 No 0 San Diego 92129 32.961064 -117.134917 0 2 None Yes 43.99 No Yes DSL 27 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.25 91.1 0 0 87.98 179.08 Churned Competitor Competitor made better offer 0068-FIGTF Female 20 No 0 Fremont 94539 37.516791 -121.899117 0 27 Offer C Yes 48.91 No Yes DSL 59 No Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 78.2 2078.95 0 0 1320.57 3399.52 Stayed 0071-NDAFP Male 31 Yes 3 Santa Rosa 95405 38.439696 -122.668817 1 25 None Yes 23.69 Yes No Two Year No Credit Card 25.5 630.6 44.42 0 592.25 1178.43 Stayed 0074-HDKDG Male 46 Yes 0 San Jose 95126 37.327069 -121.916819 5 25 None Yes 6.45 No Yes Cable 19 Yes Yes Yes No No No No Yes One Year Yes Bank Withdrawal 61.6 1611 44.9 0 161.25 1727.35 Stayed 0076-LVEPS Male 57 No 1 Tujunga 91042 34.296574 -118.244839 0 29 None No Yes DSL 21 Yes Yes Yes Yes No No No Yes Month-to-Month Yes Credit Card 45 1242.45 12.26 0 0 1230.19 Stayed 0078-XZMHT Male 19 Yes 0 Visalia 93291 36.391777 -119.372842 5 72 None Yes 32.36 Yes Yes DSL 52 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 85.15 6316.2 0 0 2329.92 8646.12 Stayed 0080-EMYVY Female 64 No 0 Lodi 95240 38.123544 -121.159078 0 14 None Yes 24.04 No Yes Cable 12 No Yes No No No No No Yes One Year No Credit Card 51.45 727.85 0 0 336.56 1064.41 Stayed 0080-OROZO Female 38 No 0 El Portal 95318 37.654551 -119.822984 0 35 Offer C Yes 36.42 No Yes Fiber Optic 2 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 99.25 3532 0 0 1274.7 4806.7 Stayed 0082-LDZUE Male 54 No 0 Calistoga 94515 38.629618 -122.593216 0 1 Offer E Yes 42.95 No Yes DSL 9 No No No No No No No Yes Month-to-Month Yes Credit Card 44.3 44.3 0 0 42.95 87.25 Joined 0082-OQIQY Male 50 No 0 Farmington 95230 37.956963 -120.863055 0 29 None Yes 2.05 No Yes Fiber Optic 17 No No No Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 94.2 2607.6 0 20 59.45 2687.05 Stayed 0083-PIVIK Male 25 No 0 Tulelake 96134 41.813521 -121.492666 0 64 None Yes 5.49 Yes Yes DSL 69 Yes Yes Yes Yes Yes No No No One Year No Bank Withdrawal 81.25 5567.55 0 40 351.36 5958.91 Stayed 0089-IIQKO Female 35 Yes 3 Coleville 96107 38.42528 -119.475741 1 39 None Yes 24.38 Yes Yes Fiber Optic 53 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 99.95 3767.4 0 0 950.82 4718.22 Stayed 0093-EXYQL Female 72 No 0 Ojai 93023 34.581308 -118.931948 0 40 None Yes 44.14 No Yes Fiber Optic 23 No No No No Yes Yes No Yes Two Year Yes Bank Withdrawal 91.55 3673.6 0 0 1765.6 5439.2 Stayed 0093-XWZFY Male 51 No 0 Desert Hot Springs 92241 33.832799 -116.250973 0 40 None Yes 37.69 Yes Yes Fiber Optic 15 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 104.5 4036.85 0 0 1507.6 5544.45 Churned Competitor Competitor had better devices 0094-OIFMO Female 78 No 1 North Hollywood 91605 34.207295 -118.400022 0 11 Offer D Yes 11.59 No Yes Fiber Optic 29 No Yes No No Yes Yes No No Month-to-Month Yes Bank Withdrawal 95 1120.3 0 120 127.49 1367.79 Churned Dissatisfaction Product dissatisfaction 0096-BXERS Female 30 Yes 0 Inverness 94937 38.099323 -122.945723 10 6 Offer E Yes 42.66 Yes Yes Cable 85 No No No No No No No Yes Month-to-Month No Bank Withdrawal 50.35 314.55 0 0 255.96 570.51 Stayed 0096-FCPUF Male 58 No 0 Santa Rosa 95404 38.526941 -122.709096 0 30 None Yes 2.64 Yes Yes DSL 15 Yes No No No No Yes Yes Yes Month-to-Month Yes Mailed Check 64.5 1888.45 0 0 79.2 1967.65 Stayed 0098-BOWSO Male 26 No 0 San Jose 95131 37.387027 -121.897775 0 27 None Yes 20.66 No No Month-to-Month Yes Bank Withdrawal 19.4 529.8 0 0 557.82 1087.62 Stayed 0100-DUVFC Male 66 Yes 0 Wilmington 90744 33.782068 -118.262263 3 70 None Yes 39.49 Yes Yes Fiber Optic 28 No Yes Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 104.8 7308.95 6.11 0 2764.3 10067.14 Stayed 0103-CSITQ Female 20 Yes 0 Modesto 95357 37.670526 -120.877572 10 57 Offer B Yes 8.01 Yes Yes Fiber Optic 73 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 109.4 6252.7 0 0 456.57 6709.27 Stayed 0104-PPXDV Male 61 Yes 0 San Diego 92113 32.697098 -117.116587 10 58 None Yes 18.37 No Yes DSL 18 No No Yes No No No No Yes One Year No Credit Card 50.3 2878.55 10.23 0 1065.46 3933.78 Stayed 0106-GHRQR Male 24 No 0 Rancho Palos Verdes 90275 33.753146 -118.367459 0 16 None Yes 25.71 Yes Yes DSL 48 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 71.4 1212.1 0 0 411.36 1623.46 Stayed 0106-UGRDO Female 55 Yes 0 Kenwood 95452 38.419525 -122.521585 3 69 Offer A Yes 38.52 Yes Yes Fiber Optic 27 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 116 8182.85 0 0 2657.88 10840.73 Stayed 0107-WESLM Male 32 No 0 West Point 95255 38.41935 -120.469545 0 1 Offer E Yes 31.77 No No Month-to-Month Yes Bank Withdrawal 19.85 19.85 0 0 31.77 51.62 Churned Attitude Attitude of support person 0107-YHINA Male 59 No 0 Los Angeles 90062 34.003553 -118.308933 0 1 None Yes 40.71 Yes Yes Fiber Optic 25 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.75 99.75 0 0 40.71 140.46 Churned Competitor Competitor had better devices 0111-KLBQG Male 71 Yes 1 Morongo Valley 92256 34.097863 -116.594561 9 32 Offer C Yes 31.86 No Yes Fiber Optic 23 No Yes No No Yes Yes Yes Yes One Year Yes Mailed Check 93.95 2861.45 0 0 1019.52 3880.97 Stayed 0112-QAWRZ Male 49 Yes 2 Palo Verde 92266 33.3249 -114.758334 8 16 Offer D Yes 48.71 Yes Yes Fiber Optic 12 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.8 1442.2 0 0 779.36 2221.56 Stayed 0112-QWPNC Male 61 Yes 0 Valyermo 93563 34.39583 -117.734568 1 49 Offer B Yes 39.55 Yes Yes Cable 10 Yes No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 84.35 4059.35 0 0 1937.95 5997.3 Churned Competitor Competitor offered higher download speeds 0114-IGABW Female 40 Yes 0 Cambria 93428 35.591387 -121.032256 2 71 Offer A No Yes Cable 29 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 58.25 4145.9 0 0 0 4145.9 Stayed 0114-PEGZZ Female 39 No 0 Round Mountain 96084 40.923558 -122.059933 0 33 None Yes 49.69 Yes Yes Fiber Optic 12 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 107.55 3645.5 0 0 1639.77 5285.27 Stayed 0114-RSRRW Female 21 Yes 0 Klamath 95548 41.572813 -124.035011 9 10 Offer D Yes 49.6 No No Month-to-Month Yes Bank Withdrawal 19.95 187.75 0 0 496 683.75 Stayed 0115-TFERT Male 24 Yes 0 Fresno 93650 36.841655 -119.797113 1 21 None Yes 36.26 Yes Yes Fiber Optic 59 No Yes Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 111.2 2317.1 0 120 761.46 3198.56 Churned Attitude Attitude of service provider 0117-LFRMW Male 52 Yes 1 Angwin 94508 38.542448 -122.419923 1 37 None No Yes DSL 23 Yes Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 40.2 1448.8 0 0 0 1448.8 Churned Competitor Competitor offered more data 0118-JPNOY Female 71 No 0 Le Grand 95333 37.249377 -120.249581 0 26 None Yes 33.74 No Yes Fiber Optic 7 Yes No No No Yes No No Yes Month-to-Month Yes Credit Card 85.8 2193.65 0 0 877.24 3070.89 Stayed 0121-SNYRK Male 45 No 0 Redway 95560 40.142256 -123.852927 0 50 Offer B No Yes DSL 7 Yes No No Yes No No No Yes One Year Yes Credit Card 35.4 1748.9 0 0 0 1748.9 Stayed 0122-OAHPZ Female 29 No 0 San Diego 92122 32.85723 -117.209774 0 7 None Yes 28.62 Yes Yes Fiber Optic 26 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 73.85 511.25 13.03 0 200.34 698.56 Churned Competitor Competitor made better offer 0123-CRBRT Female 62 Yes 0 Monterey Park 91755 34.049172 -118.115022 1 61 Offer B Yes 47.19 Yes Yes DSL 28 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Mailed Check 88.1 5526.75 0 0 2878.59 8405.34 Stayed 0125-LZQXK Male 42 No 0 Big Oak Flat 95305 37.818589 -120.256995 0 15 Offer D Yes 45.92 No Yes Fiber Optic 12 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.35 1553.95 0 0 688.8 2242.75 Churned Attitude Attitude of service provider 0128-MKWSG Female 51 No 2 Stevenson Ranch 91381 34.364153 -118.615583 0 26 None No Yes DSL 19 Yes No No Yes No Yes Yes Yes Month-to-Month No Credit Card 45.8 1147 0 0 0 1147 Stayed 0129-KPTWJ Male 39 Yes 0 North Highlands 95660 38.671295 -121.388251 9 72 None Yes 33.22 No Yes Fiber Optic 23 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.65 6747.35 0 0 2391.84 9139.19 Stayed 0129-QMPDR Male 64 Yes 0 La Puente 91746 34.038983 -117.991372 1 44 None Yes 27.4 No No One Year Yes Bank Withdrawal 20.5 865.05 0 0 1205.6 2070.65 Stayed 0130-SXOUN Male 55 No 0 Glenhaven 95443 39.045246 -122.743181 0 66 Offer A Yes 48.78 Yes Yes Fiber Optic 8 No Yes No No No Yes Yes No Month-to-Month No Credit Card 89.4 5976.9 36.02 40 3219.48 9200.36 Stayed 0133-BMFZO Female 40 No 0 Alhambra 91803 34.074736 -118.145959 0 2 None Yes 36.81 No Yes Fiber Optic 16 Yes Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 86.25 181.65 0 0 73.62 255.27 Churned Competitor Competitor offered higher download speeds 0134-XWXCE Female 76 No 0 Santa Monica 90403 34.031529 -118.491156 0 44 None Yes 7.72 No Yes DSL 17 No No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 74.85 3268.05 17.91 0 339.68 3589.82 Stayed 0135-NMXAP Female 57 No 0 Lodi 95240 38.123544 -121.159078 0 12 Offer D Yes 14.38 Yes Yes Fiber Optic 6 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.75 1052.4 0 0 172.56 1224.96 Churned Attitude Attitude of support person 0136-IFMYD Male 71 Yes 0 Los Angeles 90001 33.973616 -118.24902 1 69 None Yes 18.41 Yes Yes Fiber Optic 17 No Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 109.95 7634.25 0 0 1270.29 8904.54 Stayed 0137-OCGAB Female 25 No 0 Fairfield 94533 38.287136 -122.02711 0 1 Offer E Yes 1.23 Yes Yes Fiber Optic 69 No Yes No No No No No Yes Month-to-Month Yes Mailed Check 80.2 80.2 0 0 1.23 81.43 Churned Price Lack of affordable download/upload speed 0137-UDEUO Female 24 No 0 Stockton 95204 37.974498 -121.319568 0 3 Offer E Yes 25.75 No No Month-to-Month No Credit Card 19.85 63.75 0 0 77.25 141 Churned Price Long distance charges 0139-IVFJG Female 19 Yes 0 Temecula 92592 33.507255 -117.029473 10 2 None Yes 4.65 No Yes Fiber Optic 53 Yes Yes No No Yes No No Yes Month-to-Month No Bank Withdrawal 90.35 190.5 0 0 9.3 199.8 Joined 0141-YEAYS Female 77 No 0 Fallbrook 92028 33.362575 -117.299644 0 27 None Yes 2.97 Yes Yes Fiber Optic 4 No Yes Yes No No No No Yes Two Year Yes Bank Withdrawal 86.45 2401.05 0 0 80.19 2481.24 Stayed 0142-GVYSN Male 57 No 0 Randsburg 93554 35.405722 -117.773354 0 26 Offer C Yes 13.34 No No Month-to-Month Yes Bank Withdrawal 20.3 511.25 0 0 346.84 858.09 Stayed 0147-ESWWR Female 73 Yes 0 Atascadero 93422 35.453912 -120.69461 9 39 None Yes 20.15 Yes Yes Fiber Optic 21 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.25 3949.15 0 0 785.85 4735 Stayed 0148-DCDOS Male 41 No 0 Planada 95365 37.329725 -120.306399 0 25 None Yes 34.88 Yes Yes Fiber Optic 8 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.7 2362.1 0 0 872 3234.1 Churned Competitor Competitor had better devices 0151-ONTOV Female 43 No 0 Moorpark 93021 34.312945 -118.858169 0 1 Offer E Yes 39.81 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month No Mailed Check 70.9 70.9 0 0 39.81 110.71 Churned Competitor Competitor had better devices 0156-FVPTA Male 48 Yes 0 Solvang 93463 34.624399 -120.137875 1 22 Offer D Yes 27.24 No Yes DSL 21 Yes No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 54.2 1152.7 0 0 599.28 1751.98 Churned Attitude Attitude of service provider 0164-APGRB Female 56 No 0 Calistoga 94515 38.629618 -122.593216 0 72 Offer A Yes 48.37 Yes Yes Fiber Optic 5 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 114.9 8496.7 0 0 3482.64 11979.34 Stayed 0164-XAIRP Female 51 No 0 La Mirada 90638 33.902045 -118.008961 0 24 None Yes 10.64 No No Two Year Yes Bank Withdrawal 19.55 470.2 0 0 255.36 725.56 Stayed 0168-XZKBB Female 34 Yes 0 Boron 93516 34.95703 -117.73045 8 19 None Yes 7.84 Yes Yes Fiber Optic 16 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.85 1564.4 0 0 148.96 1713.36 Stayed 0174-QRVVY Male 21 Yes 2 San Marcos 92078 33.119028 -117.166036 2 71 None Yes 9.2 Yes No Two Year No Credit Card 25.35 1847.55 0 0 653.2 2500.75 Stayed 0177-PXBAT Male 78 Yes 0 Desert Center 92239 33.889605 -115.257009 7 33 None Yes 25.15 Yes Yes Fiber Optic 20 Yes No Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 109.9 3694.7 0 0 829.95 4524.65 Stayed 0178-CIIKR Female 60 No 0 Crows Landing 95313 37.435664 -121.049056 0 3 None Yes 2.69 No No Month-to-Month No Credit Card 19.95 58 0 0 8.07 66.07 Joined 0178-SZBHO Male 54 Yes 1 Tuolumne 95379 37.939768 -120.188002 7 47 None Yes 1.09 Yes Yes Fiber Optic 13 No Yes No No Yes No No Yes Month-to-Month No Bank Withdrawal 87.2 4017.45 0 0 51.23 4068.68 Stayed 0181-RITDD Male 42 Yes 3 San Diego 92120 32.807867 -117.060993 2 62 None Yes 1.76 No Yes Fiber Optic 20 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 108.15 6825.65 0 0 109.12 6934.77 Stayed 0186-CAERR Male 22 No 0 Auburn 95603 38.912881 -121.082766 0 71 None Yes 2.88 Yes Yes Fiber Optic 48 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 116.3 8309.55 0 0 204.48 8514.03 Stayed 0187-QSXOE Male 71 Yes 0 Fresno 93725 36.623632 -119.741322 8 7 None Yes 41.97 No Yes Fiber Optic 11 No No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 89 605.45 0 0 293.79 899.24 Stayed 0187-WZNAB Female 56 Yes 2 Del Rey 93616 36.657462 -119.595293 6 27 Offer C Yes 46.66 No Yes Fiber Optic 28 Yes No No No No No No Yes Month-to-Month No Credit Card 74.4 1972.35 0 0 1259.82 3232.17 Stayed 0188-GWFLE Male 33 No 0 Redwood City 94065 37.527497 -122.230941 0 2 None Yes 1.81 No No Month-to-Month No Credit Card 20.05 33.7 0 0 3.62 37.32 Joined 0191-EQUUH Female 32 No 3 Landers 92285 34.341737 -116.539416 0 25 Offer C No Yes Cable 75 Yes No No Yes No No No Yes Two Year No Bank Withdrawal 35.05 844.45 0 0 0 844.45 Stayed 0191-ZHSKZ Male 80 No 0 Hawthorne 90250 33.914775 -118.348083 0 30 None Yes 38.61 No Yes DSL 5 Yes Yes No No Yes Yes No Yes One Year Yes Bank Withdrawal 74.75 2111.3 0 0 1158.3 3269.6 Stayed 0193-ESZXP Female 73 Yes 0 Oceano 93445 35.059695 -120.604741 1 58 None Yes 16.94 No Yes Fiber Optic 19 Yes Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 105.5 6205.5 0 0 982.52 7188.02 Churned Attitude Attitude of support person 0195-IESCP Male 26 Yes 0 Armona 93202 36.315979 -119.710852 1 10 Offer D Yes 2.02 Yes Yes Fiber Optic 82 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 85.25 855.3 0 100 20.2 975.5 Churned Competitor Competitor offered more data 0196-JTUQI Female 59 No 0 Clarksburg 95612 38.384648 -121.578701 0 9 None Yes 9.27 Yes Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Credit Card 75.2 633.85 0 0 83.43 717.28 Stayed 0196-VULGZ Female 78 Yes 0 Irvine 92620 33.716136 -117.752574 1 6 None Yes 28.71 Yes Yes Fiber Optic 17 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 84.35 474.9 0 0 172.26 647.16 Churned Other Deceased 0197-PNKNK Female 47 Yes 1 Scotts Valley 95066 37.070177 -122.010077 7 69 None Yes 38.92 Yes Yes Fiber Optic 16 Yes No Yes No No No No No One Year No Bank Withdrawal 84.45 5848.6 0 40 2685.48 8574.08 Stayed 0201-MIBOL Female 68 No 0 Salida 95368 37.713152 -121.08739 0 66 None Yes 10.45 Yes Yes Fiber Optic 20 Yes No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 102.4 6471.85 0 0 689.7 7161.55 Stayed 0201-OAMXR Female 30 No 0 Mckinleyville 95519 40.965011 -124.015255 0 70 Offer A Yes 10.21 Yes Yes Fiber Optic 52 Yes Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 115.55 8127.6 0 0 714.7 8842.3 Churned Dissatisfaction Network reliability 0203-HHYIJ Male 62 No 0 Atherton 94027 37.454924 -122.203168 0 25 Offer C Yes 5.57 Yes No One Year No Bank Withdrawal 25.3 676.35 0 0 139.25 815.6 Churned Price Long distance charges 0206-OYVOC Female 52 Yes 2 Huntington Beach 92649 33.721917 -118.043237 1 46 Offer B Yes 24.33 No No Two Year Yes Credit Card 19.25 864.2 0 0 1119.18 1983.38 Stayed 0206-TBWLC Female 63 Yes 0 Calimesa 92320 33.982787 -117.057627 7 54 Offer B Yes 11.4 Yes Yes Fiber Optic 26 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 114.65 6049.5 0 0 615.6 6665.1 Stayed 0207-MDKNV Female 54 No 0 Daly City 94014 37.691561 -122.445202 0 15 None Yes 22.39 No Yes Fiber Optic 7 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 105.1 1582.75 0 0 335.85 1918.6 Churned Competitor Competitor made better offer 0208-BPQEJ Female 48 Yes 1 Middletown 95461 38.787446 -122.58675 0 12 Offer D Yes 8.25 No No Month-to-Month No Bank Withdrawal 19.4 198.1 0 0 99 297.1 Stayed 0212-ISBBF Female 51 No 0 Berkeley 94705 37.858898 -122.240512 0 22 None No Yes Cable 22 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.35 1098.85 0 0 0 1098.85 Stayed 0214-JHPFW Female 22 Yes 0 Lost Hills 93249 35.637715 -119.893068 9 70 None No Yes Cable 85 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 57.8 4039.3 1.01 0 0 4038.29 Stayed 0215-BQKGS Male 52 No 0 Garden Grove 92844 33.766476 -117.969795 0 30 Offer C Yes 24.73 No Yes Fiber Optic 20 Yes Yes Yes No No No No No Month-to-Month Yes Credit Card 84.3 2438.6 0 130 741.9 3310.5 Stayed 0218-QNVAS Male 22 Yes 1 Indio 92203 33.752938 -116.230055 1 71 Offer A Yes 28.34 Yes Yes Fiber Optic 59 No Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 100.55 7113.75 16.99 0 2012.14 9108.9 Stayed 0219-QAERP Male 33 Yes 0 Oxnard 93033 34.156629 -119.117218 2 30 None Yes 9.81 No No One Year No Credit Card 19.8 576.65 0 0 294.3 870.95 Stayed 0219-YTZUE Male 26 Yes 0 San Diego 92122 32.85723 -117.209774 5 4 Offer E Yes 28.77 Yes Yes Fiber Optic 19 No Yes Yes No No No Yes Yes Month-to-Month Yes Bank Withdrawal 84.8 371.9 0 0 115.08 486.98 Churned Competitor Competitor made better offer 0220-EBGCE Male 58 No 0 Escondido 92027 33.141265 -116.967221 0 2 Offer E Yes 14.14 No Yes Fiber Optic 28 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.85 167.3 0 0 28.28 195.58 Churned Competitor Competitor made better offer 0221-NAUXK Male 22 No 1 Moreno Valley 92553 33.923149 -117.244933 0 10 None Yes 7.86 No No One Year Yes Bank Withdrawal 19.95 219.5 0 0 78.6 298.1 Stayed 0221-WMXNQ Male 66 No 0 Chino 91710 33.990646 -117.663025 0 4 Offer E Yes 36.4 No Yes Fiber Optic 29 Yes No No No No No No Yes One Year No Bank Withdrawal 75.35 273.4 0 0 145.6 419 Stayed 0222-CNVPT Male 69 No 0 Sacramento 95820 38.53508 -121.444144 0 52 Offer B No Yes DSL 19 Yes No No No Yes Yes Yes Yes Two Year Yes Credit Card 48.8 2555.05 0 0 0 2555.05 Stayed 0224-HJAPT Male 25 No 0 San Diego 92117 32.825086 -117.199424 0 5 None Yes 22.01 Yes Yes Cable 85 No No No No No No Yes Yes Month-to-Month No Bank Withdrawal 47.15 223.15 0 0 110.05 333.2 Churned Competitor Competitor made better offer 0224-NIJLP Male 30 Yes 3 Turlock 95380 37.474396 -120.875917 1 8 Offer E Yes 2.87 No No Two Year No Credit Card 20.15 165.5 0 0 22.96 188.46 Stayed 0224-RLWWD Female 73 No 0 Calexico 92231 32.690654 -115.431225 0 2 Offer E Yes 23.91 No Yes Cable 22 No No No No No No No Yes One Year Yes Bank Withdrawal 44.3 89.3 0 0 47.82 137.12 Joined 0225-ZORZP Male 46 No 0 Groveland 95321 37.902968 -119.667544 0 3 Offer E Yes 13.72 No Yes Fiber Optic 26 No Yes No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 84.3 235.05 0 0 41.16 276.21 Joined 0228-MAUWC Male 40 No 0 Los Gatos 95033 37.160194 -121.945611 0 19 Offer D Yes 11.85 Yes Yes DSL 18 No No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 59.55 1144.6 0 0 225.15 1369.75 Stayed 0229-LFJAF Male 53 No 0 Clovis 93611 36.917652 -119.593757 0 72 Offer A Yes 3.66 Yes Yes DSL 13 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 69.65 4908.25 0 0 263.52 5171.77 Stayed 0230-UBYPQ Male 76 Yes 0 Hyampom 96046 40.648024 -123.465088 2 63 Offer B No Yes DSL 7 Yes No No Yes No No No Yes One Year No Bank Withdrawal 36.1 2298.9 0 0 0 2298.9 Stayed 0230-WEQUW Male 38 Yes 0 Woodland Hills 91364 34.153733 -118.593408 1 66 None No Yes DSL 29 Yes Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 56.6 3789.2 0 0 0 3789.2 Stayed 0231-LXVAP Male 23 No 0 Temecula 92592 33.507255 -117.029473 0 1 None Yes 44.56 No Yes Fiber Optic 27 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 75.9 75.9 0 0 44.56 120.46 Churned Competitor Competitor made better offer 0233-FTHAV Female 24 No 0 Livingston 95334 37.361987 -120.748394 0 60 None Yes 15.29 Yes Yes Fiber Optic 48 No No Yes No No No No Yes One Year Yes Bank Withdrawal 79.2 4765 0 0 917.4 5682.4 Stayed 0234-TEVTT Female 43 Yes 3 Tulare 93274 36.185471 -119.375243 3 48 None No Yes DSL 22 Yes No Yes No No Yes Yes Yes One Year No Credit Card 45 2196.3 0 0 0 2196.3 Stayed 0235-KGSLC Female 45 No 0 Buellton 93427 34.631362 -120.238218 0 1 Offer E Yes 33.34 No Yes Fiber Optic 4 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 85.55 85.55 0 0 33.34 118.89 Churned Other Moved 0236-HFWSV Male 49 No 0 Palmdale 93552 34.557711 -118.029441 0 15 None Yes 48.93 Yes Yes Fiber Optic 15 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.35 1444.65 0 0 733.95 2178.6 Churned Competitor Competitor had better devices 0237-YFUTL Female 62 Yes 0 Midway City 92655 33.744439 -117.98588 4 50 Offer B Yes 34.57 Yes Yes Fiber Optic 13 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 109.65 5405.8 0 0 1728.5 7134.3 Stayed 0238-WHBIQ Male 25 Yes 1 Folsom 95630 38.672638 -121.147403 10 72 Offer A Yes 33.75 Yes Yes Cable 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 89.7 6339.3 0 0 2430 8769.3 Stayed 0239-OXEXL Female 37 No 0 Oakland 94619 37.787186 -122.14633 0 46 None Yes 43.27 Yes Yes Fiber Optic 21 Yes Yes No No No No No No Month-to-Month No Credit Card 84.25 3847.6 0 100 1990.42 5938.02 Stayed 0244-LGNFY Female 35 Yes 1 San Anselmo 94960 37.99272 -122.575026 4 72 None Yes 30 Yes Yes DSL 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 92.65 6733 0 0 2160 8893 Stayed 0247-SLUJI Male 37 Yes 3 Duarte 91010 34.145695 -117.95982 2 1 None Yes 34.28 No No Month-to-Month No Credit Card 19.7 19.7 0 0 34.28 53.98 Joined 0248-IPDFW Female 19 No 0 Lake Elsinore 92530 33.655421 -117.391751 0 1 None Yes 29.13 Yes Yes Cable 51 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.1 50.1 0 0 29.13 79.23 Joined 0248-PGHBZ Female 69 No 0 San Clemente 92672 33.429488 -117.609432 0 67 Offer A Yes 2.57 No Yes Fiber Optic 21 Yes Yes No Yes Yes No No Yes Two Year Yes Bank Withdrawal 92.45 6140.85 0 0 172.19 6313.04 Stayed 0253-ZTEOB Female 44 Yes 1 Los Angeles 90004 34.076259 -118.310715 5 48 None Yes 8.94 Yes Yes DSL 27 No Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 79.65 3870.3 0 0 429.12 4299.42 Stayed 0254-FNMCI Female 19 No 0 Downey 90241 33.940884 -118.128628 0 72 None Yes 41.91 No Yes Fiber Optic 73 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.9 7624.2 0 0 3017.52 10641.72 Stayed 0254-KCJGT Male 64 Yes 0 Bodega Bay 94923 38.377165 -123.037957 6 52 Offer B Yes 41.34 Yes Yes Cable 24 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Credit Card 81.4 4354.45 0 0 2149.68 6504.13 Stayed 0254-WWRKD Female 44 Yes 3 Challenge 95925 39.461768 -121.195825 1 67 Offer A Yes 46.9 No Yes Cable 28 No Yes No No No No No Yes One Year No Credit Card 50.55 3431.75 0 0 3142.3 6574.05 Stayed 0256-LTHVJ Female 58 Yes 0 Ludlow 92338 34.702766 -116.093376 1 28 Offer C Yes 16.85 No Yes Fiber Optic 13 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 81.05 2227.1 0 0 471.8 2698.9 Churned Competitor Competitor had better devices 0257-KXZGU Female 29 Yes 1 Santa Clara 95051 37.348129 -121.98469 9 32 Offer C Yes 33.28 Yes Yes DSL 51 No Yes Yes No No No Yes Yes Month-to-Month No Bank Withdrawal 62.45 2045.55 0 0 1064.96 3110.51 Stayed 0257-ZESQC Female 80 Yes 0 Perris 92571 33.828289 -117.201666 2 27 None Yes 7.02 No Yes Cable 25 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.2 1929.35 0 0 189.54 2118.89 Churned Attitude Attitude of support person 0258-NOKBL Male 22 No 0 Fortuna 95540 40.584991 -124.121504 0 3 None Yes 31.48 No Yes Fiber Optic 73 No Yes Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 90.4 268.45 0 0 94.44 362.89 Joined 0259-GBZSH Male 22 No 0 San Diego 92122 32.85723 -117.209774 0 2 Offer E Yes 40.43 Yes Yes Cable 27 No No No No Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 85.65 181.5 0 0 80.86 262.36 Churned Competitor Competitor made better offer 0260-ZDLGK Female 50 No 2 San Dimas 91773 34.102119 -117.815532 0 9 None Yes 35.49 No Yes Cable 11 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 72.9 651.4 0 0 319.41 970.81 Churned Competitor Competitor made better offer 0263-FJTQO Male 53 Yes 2 Rescue 95672 38.724322 -120.991237 10 50 Offer B Yes 44.49 Yes Yes Cable 28 Yes No No Yes Yes No No Yes Two Year Yes Credit Card 70.5 3486.65 0 0 2224.5 5711.15 Stayed 0264-CNITK Female 45 Yes 2 Clio 96106 39.745805 -120.580882 1 71 None Yes 31.03 No No Two Year No Bank Withdrawal 20.1 1389.6 0 0 2203.13 3592.73 Stayed 0265-EDXBD Male 76 Yes 0 San Diego 92122 32.85723 -117.209774 2 32 Offer C Yes 47.34 Yes Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.9 2303.35 0 0 1514.88 3818.23 Churned Attitude Attitude of support person 0265-PSUAE Female 57 Yes 3 Lotus 95651 38.815515 -120.916997 10 16 Offer D Yes 27.27 No Yes Fiber Optic 76 Yes No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 100.7 1522.7 0 0 436.32 1959.02 Stayed 0266-CLZKZ Female 45 Yes 3 San Marcos 92078 33.119028 -117.166036 8 67 Offer A Yes 17.79 Yes Yes Fiber Optic 22 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.65 6717.9 0 0 1191.93 7909.83 Stayed 0266-GMEAO Male 43 Yes 1 Lompoc 93436 34.601055 -120.382917 1 72 None Yes 15.94 Yes Yes Fiber Optic 13 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 114.3 8058.55 0 0 1147.68 9206.23 Stayed 0268-QKIWO Female 41 No 0 Pilot Hill 95664 38.803731 -121.043799 0 3 Offer E Yes 24.63 No No Month-to-Month No Bank Withdrawal 19.75 58.85 0 0 73.89 132.74 Churned Attitude Attitude of support person 0269-XFESX Male 22 Yes 3 San Francisco 94133 37.802071 -122.411004 1 23 None Yes 48.02 Yes No One Year No Credit Card 24.35 538.5 0 0 1104.46 1642.96 Stayed 0270-THENM Male 62 Yes 2 Mission Hills 91345 34.266389 -118.459744 1 72 None Yes 28.37 Yes Yes DSL 18 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 69.85 5102.35 25.24 0 2042.64 7119.75 Stayed 0274-JKUJR Male 21 Yes 2 Los Angeles 90040 33.994524 -118.149953 9 7 Offer E No Yes Cable 47 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month No Credit Card -3 465.7 0 0 0 465.7 Stayed 0277-BKSQP Male 49 Yes 3 Harbor City 90710 33.798266 -118.300237 10 8 Offer E Yes 1.56 No Yes DSL 57 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 54.4 475.1 0 0 12.48 487.58 Stayed 0277-ORXQS Male 33 Yes 4 San Francisco 94108 37.791998 -122.408653 9 66 Offer A No Yes Cable 23 No No No Yes Yes Yes Yes No Two Year No Bank Withdrawal 50.55 3364.55 0 110 0 3474.55 Stayed 0278-YXOOG Male 30 No 0 Inglewood 90301 33.956445 -118.358634 0 5 Offer E Yes 34.26 No No Month-to-Month No Credit Card 21.05 113.85 0 0 171.3 285.15 Churned Attitude Attitude of support person 0280-XJGEX Male 38 No 1 Los Angeles 90015 34.039224 -118.266293 0 49 None Yes 44.33 Yes Yes Fiber Optic 11 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.7 5036.3 0 0 2172.17 7208.47 Churned Competitor Competitor had better devices 0281-CNTZX Male 56 Yes 0 Pescadero 94060 37.22565 -122.297533 2 63 Offer B Yes 38.36 No No Two Year Yes Bank Withdrawal 19.95 1234.8 0 0 2416.68 3651.48 Stayed 0282-NVSJS Female 70 Yes 1 Aromas 95004 36.878364 -121.629781 1 12 Offer D No Yes DSL 14 No No No Yes No No No Yes Month-to-Month Yes Mailed Check 29.3 355.9 0 0 0 355.9 Stayed 0285-INHLN Male 54 Yes 6 Badger 93603 36.64545 -118.924982 5 27 None Yes 36.19 No Yes DSL 53 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 54.75 1510.3 0 0 977.13 2487.43 Stayed 0289-IVARM Female 57 No 0 Parlier 93648 36.622237 -119.521126 0 35 None Yes 44.81 No Yes DSL 20 Yes Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 60.55 1982.6 0 0 1568.35 3550.95 Stayed 0292-WEGCH Female 40 Yes 2 Death Valley 92328 36.27688 -117.033326 7 54 Offer B Yes 4.33 Yes Yes DSL 12 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 86.2 4524.05 0 0 233.82 4757.87 Stayed 0295-PPHDO Male 56 No 0 La Puente 91744 34.031441 -117.936436 0 1 None Yes 5.59 Yes Yes Fiber Optic 2 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.45 95.45 0 0 5.59 101.04 Churned Competitor Competitor had better devices 0295-QVKPB Male 38 No 0 Riverdale 93656 36.452211 -119.94575 0 5 Offer E Yes 13.96 No Yes DSL 5 No No Yes Yes Yes No No Yes Month-to-Month Yes Credit Card 63.95 318.1 0 0 69.8 387.9 Stayed 0297-RBCSG Male 61 No 0 San Francisco 94104 37.791222 -122.402241 0 19 None Yes 41.79 No Yes DSL 6 No Yes No Yes No Yes Yes No One Year Yes Bank Withdrawal 65.35 1231.85 0 60 794.01 2085.86 Stayed 0298-XACET Male 35 Yes 2 Berry Creek 95916 39.657228 -121.37778 1 52 None No Yes DSL 17 No Yes Yes Yes Yes No No Yes Two Year No Credit Card 50.2 2554 27.01 0 0 2526.99 Stayed 0301-FIDRB Female 61 Yes 3 Fulton 95439 38.493888 -122.777141 8 72 None No Yes DSL 22 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 63.8 4684.3 0 0 0 4684.3 Stayed 0301-KOBTQ Male 50 No 0 Capitola 95010 36.977025 -121.952864 0 32 None Yes 14.91 No No Two Year Yes Bank Withdrawal 20.05 614.45 9.73 0 477.12 1081.84 Stayed 0302-JOIVN Female 47 Yes 0 San Diego 92109 32.787836 -117.232376 1 8 None Yes 16.88 No Yes Fiber Optic 6 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 101.15 842.9 0 0 135.04 977.94 Churned Competitor Competitor made better offer 0303-UNCIP Male 35 No 0 Claremont 91711 34.127621 -117.717863 0 41 Offer B Yes 37.55 Yes Yes DSL 30 No No Yes No No Yes Yes No One Year No Mailed Check 65 2531.8 0 140 1539.55 4211.35 Stayed 0303-WMMRN Male 32 No 0 Glendale 91207 34.182378 -118.262922 0 5 None Yes 21.01 No No Month-to-Month Yes Credit Card 19.25 86.05 0 0 105.05 191.1 Stayed 0305-SQECB Female 54 No 1 Gardena 90248 33.876482 -118.284077 0 11 None No Yes DSL 17 Yes No No Yes No No No No One Year Yes Credit Card 36.05 402.6 0 100 0 502.6 Stayed 0306-JAELE Male 61 No 0 Fallbrook 92028 33.362575 -117.299644 0 5 None Yes 31.09 No Yes Fiber Optic 11 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.1 453.4 0 0 155.45 608.85 Churned Competitor Competitor made better offer 0307-BCOPK Female 62 No 0 San Francisco 94134 37.721052 -122.413573 0 16 Offer D Yes 41.51 No No One Year No Credit Card 19.05 326.65 0 0 664.16 990.81 Stayed 0308-GIQJT Male 80 No 0 San Diego 92126 32.886925 -117.152162 0 71 None Yes 6.1 Yes Yes Fiber Optic 9 No Yes No Yes Yes Yes No Yes One Year No Bank Withdrawal 105.75 7382.85 0 0 433.1 7815.95 Stayed 0308-IVGOK Female 23 No 0 Santa Ana 92703 33.748635 -117.906125 0 11 None No Yes DSL 59 No Yes Yes Yes No No No Yes One Year Yes Credit Card 40.4 422.6 0 0 0 422.6 Stayed 0310-MVLET Female 63 Yes 0 Snelling 95369 37.521708 -120.426843 1 61 None Yes 49.33 Yes Yes Fiber Optic 7 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.15 6010.05 0 0 3009.13 9019.18 Churned Dissatisfaction Service dissatisfaction 0310-SUCIN Female 50 Yes 0 Darwin 93522 36.319181 -117.593053 2 71 None Yes 23.06 No Yes Cable 6 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 84.8 6046.1 0 0 1637.26 7683.36 Stayed 0310-VQXAM Male 56 No 0 San Bernardino 92404 34.183286 -117.221722 0 9 None Yes 40.74 No No Month-to-Month No Credit Card 19.85 178.8 0 0 366.66 545.46 Stayed 0311-QYWSS Female 63 No 0 Garberville 95542 40.057784 -123.679461 0 6 None Yes 39.16 No Yes DSL 8 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.45 314.6 0 0 234.96 549.56 Stayed 0311-UNPFF Female 58 No 0 Long Beach 90807 33.830099 -118.182239 0 26 None Yes 38.09 No Yes Fiber Optic 22 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 88.8 2274.35 0 50 990.34 3314.69 Churned Dissatisfaction Service dissatisfaction 0314-TKOSI Female 29 No 0 Upland 91784 34.141146 -117.655583 0 6 Offer E Yes 6.98 No Yes Cable 30 Yes Yes No No No No No No Month-to-Month No Mailed Check 55.15 322.9 0 0 41.88 364.78 Stayed 0315-LVCRK Male 54 No 0 El Dorado Hills 95762 38.684437 -121.055634 0 11 None Yes 30.57 No Yes Fiber Optic 15 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 84.8 888.75 0 0 336.27 1225.02 Stayed 0318-QUUOB Male 25 Yes 0 Santa Rosa 95403 38.488431 -122.752839 1 1 None Yes 43.67 No Yes Fiber Optic 73 No No No No Yes No Yes No Month-to-Month Yes Bank Withdrawal 80.55 80.55 0 0 43.67 124.22 Churned Competitor Competitor had better devices 0318-ZOPWS Female 31 Yes 0 Malibu 90265 34.074572 -118.831181 10 49 None Yes 2.82 No No Two Year Yes Bank Withdrawal 20.15 973.35 0 0 138.18 1111.53 Stayed 0319-QZTCO Female 25 Yes 2 Santa Rosa 95401 38.460517 -122.790335 9 3 Offer E Yes 11.47 No Yes DSL 51 No Yes No No Yes No No Yes Month-to-Month Yes Credit Card 58.7 168.6 0 0 34.41 203.01 Joined 0320-DWVTU Female 46 No 0 Riverdale 93656 36.452211 -119.94575 0 53 Offer B Yes 43.57 No Yes Fiber Optic 13 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 99.5 5424.25 0 0 2309.21 7733.46 Stayed 0320-JDNQG Male 28 Yes 0 Oxnard 93035 34.18454 -119.224666 1 23 None Yes 37.95 No Yes Fiber Optic 27 Yes No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.85 2331.3 0 0 872.85 3204.15 Churned Other Don't know 0322-CHQRU Male 63 No 0 Palmdale 93591 34.598221 -117.79593 0 2 None Yes 25.49 No Yes DSL 9 No No No No No No No Yes Month-to-Month No Bank Withdrawal 45.35 89.5 0 0 50.98 140.48 Churned Competitor Competitor had better devices 0322-YINQP Male 37 No 0 Covina 91723 34.084747 -117.886844 0 1 None Yes 11.35 No Yes DSL 9 Yes No No No No No No Yes Month-to-Month Yes Credit Card 48.55 48.55 0 0 11.35 59.9 Churned Attitude Attitude of support person 0323-XWWTN Male 44 No 1 San Lucas 93954 36.125529 -120.864443 0 3 None Yes 33.87 Yes No Two Year Yes Credit Card 26.4 121.25 0 0 101.61 222.86 Joined 0324-BRPCJ Female 74 Yes 0 Palmdale 93591 34.598221 -117.79593 1 68 None Yes 21.33 Yes Yes Cable 24 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.2 6851.65 0 0 1450.44 8302.09 Churned Competitor Competitor offered more data 0325-XBFAC Male 44 No 0 Hoopa 95546 41.163637 -123.704841 0 8 None Yes 19.49 No Yes Fiber Optic 10 No No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 94.7 740.3 0 80 155.92 976.22 Churned Competitor Competitor offered more data 0326-VDYXE Female 21 Yes 0 Long Beach 90802 33.752524 -118.210737 9 70 Offer A Yes 16.66 Yes Yes Fiber Optic 26 No No Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 97.65 6982.5 0 80 1166.2 8228.7 Stayed 0327-WFZSY Male 62 Yes 3 Samoa 95564 40.809636 -124.189977 9 39 Offer C Yes 17.29 Yes Yes Fiber Optic 75 No No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 100 3835.55 0 0 674.31 4509.86 Stayed 0328-GRPMV Female 43 No 0 Burnt Ranch 95527 40.854512 -123.450097 0 1 None Yes 17.37 No Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.1 70.1 0 0 17.37 87.47 Churned Competitor Competitor had better devices 0329-GTIAJ Female 40 No 0 Garden Grove 92844 33.766476 -117.969795 0 3 None Yes 30.18 No Yes Fiber Optic 7 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 97.9 315.3 0 0 90.54 405.84 Churned Price Price too high 0330-BGYZE Male 48 Yes 0 Milford 96121 40.181279 -120.392967 8 60 Offer B Yes 19.22 Yes Yes Fiber Optic 4 No Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 102.5 6157.6 0 0 1153.2 7310.8 Stayed 0330-IVZHA Female 55 Yes 0 Anderson 96007 40.448632 -122.306657 1 5 Offer E Yes 17.08 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.95 330.15 0 0 85.4 415.55 Churned Attitude Attitude of service provider 0334-GDDSO Male 77 No 0 San Diego 92122 32.85723 -117.209774 0 3 Offer E Yes 9.22 Yes Yes Fiber Optic 14 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 81.35 233.7 0 0 27.66 261.36 Churned Competitor Competitor made better offer 0334-ZFJSR Female 41 Yes 0 San Diego 92123 32.808814 -117.134694 0 55 None Yes 35.38 Yes Yes Cable 13 Yes Yes No Yes No No No No One Year Yes Credit Card 66.05 3462.1 44.53 150 1945.9 5513.47 Stayed 0336-KXKFK Male 43 No 0 Santa Margarita 93453 35.303926 -120.256567 0 72 None No Yes DSL 6 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 61.2 4390.25 0 0 0 4390.25 Stayed 0336-PIKEI Male 69 Yes 0 Orange 92869 33.792791 -117.789749 7 72 Offer A Yes 5.27 No Yes DSL 9 Yes Yes Yes Yes Yes No No No Two Year No Bank Withdrawal 74.4 5360.75 0 140 379.44 5880.19 Stayed 0337-CNPZE Female 63 No 0 Los Angeles 90033 34.050198 -118.210946 0 41 None Yes 10.43 Yes Yes Fiber Optic 22 No Yes Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 106.3 4443.45 0 130 427.63 5001.08 Churned Price Price too high 0343-QLUZP Male 38 No 0 San Jose 95111 37.284265 -121.827673 0 60 Offer B No Yes DSL 25 Yes Yes Yes No No No No Yes Two Year No Bank Withdrawal 39.6 2424.5 38.46 0 0 2386.04 Stayed 0345-HKJVM Female 43 No 0 San Diego 92109 32.787836 -117.232376 0 6 None Yes 2.6 No Yes Fiber Optic 22 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 89.3 577.6 0 0 15.6 593.2 Churned Other Don't know 0345-XMMUG Female 29 Yes 0 Ione 95640 38.33788 -120.954202 6 46 None Yes 2 Yes Yes Fiber Optic 48 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 108.9 4854.3 0 0 92 4946.3 Stayed 0347-UBKUZ Female 46 No 0 San Mateo 94404 37.556094 -122.272437 0 15 None Yes 2.74 No No Month-to-Month No Mailed Check 19.9 320.45 0 0 41.1 361.55 Stayed 0348-SDKOL Female 33 Yes 0 San Diego 92117 32.825086 -117.199424 1 58 None Yes 3.51 Yes Yes Fiber Optic 28 No No Yes Yes Yes Yes Yes No Month-to-Month Yes Credit Card 102.1 5885.4 0 100 203.58 6188.98 Churned Competitor Competitor made better offer 0354-VXMJC Male 60 Yes 3 Los Angeles 90034 34.030578 -118.399613 10 23 None Yes 34.04 No No Two Year No Credit Card 19.6 426.65 0 0 782.92 1209.57 Stayed 0354-WYROK Female 70 Yes 0 San Francisco 94130 37.820894 -122.369725 1 31 Offer C Yes 47.95 No Yes Fiber Optic 21 No No Yes Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 98.9 2911.3 0 0 1486.45 4397.75 Churned Other Don't know 0356-ERHVT Male 54 Yes 0 Santa Cruz 95062 36.974575 -121.991149 1 11 Offer D Yes 12.95 No Yes Cable 6 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.9 521.9 0 0 142.45 664.35 Stayed 0356-OBMAC Female 80 No 0 Winchester 92596 33.657433 -117.04254 0 56 None Yes 17.33 Yes Yes Fiber Optic 16 No Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 99.9 5706.3 0 0 970.48 6676.78 Stayed 0357-NVCRI Female 41 No 3 El Cajon 92021 32.832706 -116.873258 0 25 Offer C Yes 12.87 No No Month-to-Month No Credit Card 20.05 471.7 0 0 321.75 793.45 Stayed 0361-HJRDX Female 38 No 0 Sherman Oaks 91403 34.147149 -118.463365 0 68 Offer A No Yes DSL 28 Yes Yes Yes Yes Yes Yes Yes No Two Year No Credit Card -8 4539.6 0 130 0 4669.6 Stayed 0362-RAOQO Female 48 No 0 Norco 92860 33.925833 -117.559639 0 40 None Yes 26.03 No No Two Year No Credit Card 19.65 830.25 0 0 1041.2 1871.45 Stayed 0362-ZBZWJ Male 46 No 0 Thornton 95686 38.157794 -121.520223 0 36 None Yes 24.66 Yes Yes Fiber Optic 22 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.9 3067.2 0 0 887.76 3954.96 Churned Attitude Attitude of service provider 0363-QJVFX Male 22 No 0 Lake Hughes 93532 34.659579 -118.584212 0 32 Offer C Yes 27.69 Yes Yes Fiber Optic 73 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 108.15 3432.9 0 0 886.08 4318.98 Churned Attitude Attitude of service provider 0363-SVHYR Male 28 Yes 3 Paramount 90723 33.897122 -118.164432 10 71 Offer A Yes 10.11 Yes Yes DSL 59 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 86.85 6263.8 0 0 717.81 6981.61 Stayed 0365-BZUWY Male 58 Yes 0 San Juan Capistrano 92675 33.521447 -117.602555 2 17 Offer D Yes 10.11 Yes Yes Fiber Optic 2 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 102.55 1742.5 0 0 171.87 1914.37 Stayed 0365-GXEZS Male 55 Yes 0 Copperopolis 95228 37.943954 -120.67108 6 18 Offer D Yes 31.79 No Yes Fiber Optic 19 No No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 78.2 1468.75 0 0 572.22 2040.97 Stayed 0365-TRTPY Female 52 No 0 Covina 91724 34.08111 -117.853935 0 37 None Yes 11.73 Yes Yes Fiber Optic 30 Yes Yes Yes No No No No No Month-to-Month No Bank Withdrawal 91.2 3382.3 0 0 434.01 3816.31 Stayed 0366-NQSHS Male 42 No 0 Colusa 95932 39.273096 -122.050763 0 2 None Yes 44.34 No No Month-to-Month No Credit Card 19.35 46.35 0 0 88.68 135.03 Joined 0369-ZGOVK Female 56 Yes 2 Cypress 90630 33.818477 -118.038307 6 28 Offer C Yes 12.94 No Yes Fiber Optic 24 No No No No No No No Yes One Year Yes Bank Withdrawal 70.4 1992.2 0 0 362.32 2354.52 Stayed 0373-AIVNJ Male 34 No 0 Sacramento 95814 38.584505 -121.491956 0 9 Offer E No Yes Cable 19 Yes Yes Yes No No No No Yes One Year No Credit Card 39.55 373 0 0 0 373 Stayed 0374-AACSZ Female 63 No 0 Lancaster 93534 34.727529 -118.153098 0 1 Offer E Yes 38.33 No Yes DSL 24 Yes No No No No No No No Month-to-Month No Bank Withdrawal 50.15 50.15 0 50 38.33 138.48 Joined 0374-FIUCA Male 59 Yes 0 Orange 92867 33.81859 -117.821288 1 65 None Yes 23.46 No No Two Year Yes Credit Card 20.4 1414.45 0 0 1524.9 2939.35 Stayed 0374-IOEGQ Female 62 No 0 Gonzales 93926 36.52588 -121.396719 0 3 None Yes 15.59 No Yes Cable 27 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.6 122.7 0 0 46.77 169.47 Joined 0375-HVGXO Female 31 No 0 Los Angeles 90045 33.954017 -118.402447 0 1 Offer E No Yes DSL 8 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 34.7 34.7 0 0 0 34.7 Churned Other Don't know 0376-OIWME Male 24 Yes 0 San Ysidro 92173 32.555828 -117.040073 3 36 Offer C Yes 41.33 No Yes Fiber Optic 41 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.6 3366.05 16.56 0 1487.88 4837.37 Stayed 0376-YMCJC Male 21 No 0 Novato 94949 38.067204 -122.524004 0 23 None Yes 38.69 Yes Yes Cable 69 No No No Yes Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 90.6 1943.2 4.73 0 889.87 2828.34 Churned Competitor Competitor offered higher download speeds 0377-JBKKT Male 21 Yes 3 Gilroy 95020 37.03889 -121.528955 9 22 Offer D Yes 42.58 No Yes DSL 82 Yes Yes No Yes No No Yes Yes Month-to-Month Yes Credit Card 57.95 1271.8 0 0 936.76 2208.56 Stayed 0378-CJKPV Female 56 Yes 0 Oak Park 91377 34.19225 -118.776874 1 72 None Yes 4.56 Yes Yes Fiber Optic 18 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 112.1 7965.95 18.88 0 328.32 8275.39 Stayed 0378-NHQXU Female 31 Yes 0 South San Francisco 94080 37.654436 -122.426468 7 17 None Yes 17.91 Yes Yes Fiber Optic 9 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 88.25 1460.65 0 0 304.47 1765.12 Churned Other Deceased 0378-TOVMS Female 20 No 0 Vernalis 95385 37.609095 -121.263381 0 3 None Yes 10.6 No Yes Fiber Optic 73 No No No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 85.8 272.2 0 0 31.8 304 Churned Competitor Competitor had better devices 0378-XSZPU Male 31 Yes 0 San Jose 95117 37.311088 -121.961786 1 58 Offer B Yes 17.22 No Yes Cable 21 Yes Yes Yes No No No No Yes One Year No Credit Card 60.3 3563.8 0 0 998.76 4562.56 Churned Dissatisfaction Network reliability 0379-DJQHR Male 60 Yes 0 Sunnyvale 94089 37.421633 -122.009613 1 67 None Yes 45.25 No Yes DSL 18 Yes Yes Yes No Yes Yes Yes Yes Two Year No Credit Card 81.35 5398.6 0 0 3031.75 8430.35 Stayed 0380-NEAVX Male 72 No 0 Newport Beach 92660 33.634626 -117.874882 0 34 None Yes 35 No Yes Fiber Optic 12 No Yes Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 99.85 3343.15 0 0 1190 4533.15 Stayed 0380-ZCSBI Male 56 No 0 San Francisco 94133 37.802071 -122.411004 0 10 None Yes 4.42 No No Month-to-Month No Credit Card 20 198.7 0 0 44.2 242.9 Stayed 0383-CLDDA Female 42 No 0 Stanford 94305 37.424342 -122.165641 0 69 Offer A Yes 18.47 Yes Yes DSL 28 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 85.35 5897.4 0 0 1274.43 7171.83 Stayed 0384-LPITE Male 38 No 0 Los Angeles 90041 34.137412 -118.207607 0 40 None No Yes Cable 19 Yes Yes Yes No Yes Yes Yes Yes One Year No Credit Card 62.05 2511.55 0 0 0 2511.55 Stayed 0384-RVBPI Male 64 No 0 Turlock 95380 37.474396 -120.875917 0 20 Offer D Yes 12.6 No Yes DSL 29 Yes No Yes No No Yes Yes Yes Month-to-Month No Credit Card 64.4 1398.6 0 0 252 1650.6 Stayed 0386-CWRGM Female 61 Yes 1 Beverly Hills 90210 34.099891 -118.414338 9 46 None Yes 47.5 No No Two Year No Credit Card 19.4 967.85 0 0 2185 3152.85 Stayed 0388-EOPEX Female 28 Yes 0 Riverside 92503 33.890046 -117.455583 1 2 None Yes 9.79 No Yes Fiber Optic 41 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.4 139.4 0 0 19.58 158.98 Churned Attitude Attitude of support person 0390-DCFDQ Female 76 Yes 2 Los Alamitos 90720 33.79499 -118.065591 1 1 Offer E Yes 15.28 No Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Mailed Check 70.45 70.45 0 0 15.28 85.73 Churned Other Don't know 0392-BZIUW Female 44 Yes 0 Fresno 93710 36.822715 -119.761826 7 72 None Yes 6.58 Yes Yes Fiber Optic 7 Yes No Yes No Yes Yes Yes Yes Two Year Yes Credit Card 105 7589.8 0 0 473.76 8063.56 Stayed 0394-YONDK Male 28 Yes 3 Escondido 92025 33.081478 -117.033814 0 70 None Yes 1.22 Yes No Two Year No Credit Card 25.15 1790.15 0 0 85.4 1875.55 Stayed 0396-HUJBP Female 34 No 0 Gardena 90247 33.890853 -118.297967 0 2 None Yes 49.91 No No Month-to-Month No Credit Card 19.3 44.4 0 0 99.82 144.22 Joined 0396-UKGAI Male 25 No 3 Encinitas 92024 33.054579 -117.25665 0 23 Offer D Yes 1.58 No Yes DSL 47 No Yes No Yes No No Yes Yes Month-to-Month Yes Bank Withdrawal 55.3 1284.2 0 0 36.34 1320.54 Stayed 0396-YCHWO Male 58 Yes 0 Sacramento 95829 38.486502 -121.334051 4 36 Offer C Yes 40.58 Yes Yes Fiber Optic 12 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.4 3474.2 0 0 1460.88 4935.08 Stayed 0397-GZBBC Male 70 Yes 0 South Dos Palos 93665 36.959731 -120.653519 0 59 None Yes 10.78 Yes Yes Fiber Optic 15 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 93.85 5574.75 8.13 0 636.02 6202.64 Churned Price Price too high 0397-ZXWQF Male 24 No 0 Orick 95555 41.336354 -124.044354 0 67 Offer A Yes 47.31 No No Two Year No Bank Withdrawal 20.5 1430.95 0 0 3169.77 4600.72 Stayed 0401-WDBXM Male 22 Yes 3 San Jose 95118 37.255479 -121.889838 4 72 None Yes 8.33 Yes Yes Fiber Optic 59 Yes No Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 105.55 7542.25 0 10 599.76 8152.01 Stayed 0402-CQAJN Female 22 No 0 El Monte 91732 34.074492 -118.01462 0 37 None Yes 24.04 Yes Yes Fiber Optic 59 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.9 3545.35 0 0 889.48 4434.83 Churned Dissatisfaction Lack of self-service on Website 0402-OAMEN Female 36 Yes 1 Spreckels 93962 36.624641 -121.647195 4 72 Offer A Yes 20.56 Yes No Two Year No Bank Withdrawal 24.45 1709.1 0 0 1480.32 3189.42 Stayed 0404-AHASP Male 23 Yes 0 Beverly Hills 90212 34.062095 -118.401508 10 72 Offer A Yes 27.97 No No Two Year No Credit Card 19.7 1421.9 0 0 2013.84 3435.74 Stayed 0404-SWRVG Male 21 No 2 La Habra 90631 33.940619 -117.9513 0 3 Offer E Yes 14.6 Yes Yes Fiber Optic 71 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 74.4 229.55 8.74 0 43.8 264.61 Churned Dissatisfaction Product dissatisfaction 0406-BPDVR Female 75 Yes 0 Visalia 93277 36.303793 -119.375646 0 54 Offer B Yes 33.49 Yes Yes Fiber Optic 8 No Yes No No Yes Yes Yes Yes One Year Yes Credit Card 101.5 5373.1 0 0 1808.46 7181.56 Churned Price Lack of affordable download/upload speed 0407-BDJKB Male 59 Yes 0 San Francisco 94114 37.758085 -122.434801 1 60 None Yes 35.22 Yes Yes Fiber Optic 16 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 95.75 5742.9 0 0 2113.2 7856.1 Churned Dissatisfaction Service dissatisfaction 0409-WTMPL Female 35 Yes 0 Whittier 90602 33.972119 -118.020188 8 58 Offer B Yes 37.95 Yes Yes Fiber Optic 18 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 110.65 6526.65 0 0 2201.1 8727.75 Stayed 0410-IPFTY Female 64 Yes 0 Long Beach 90822 33.778436 -118.118648 1 31 Offer C Yes 12.03 No Yes Fiber Optic 9 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 83.85 2674.15 11.37 0 372.93 3035.71 Stayed 0411-EZJZE Female 62 No 0 Stockton 95215 37.946282 -121.139499 0 3 None Yes 20.1 Yes Yes DSL 29 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 60.25 170.5 0 70 60.3 300.8 Joined 0412-UCCNP Male 20 No 0 Essex 92332 34.9436 -115.287901 0 55 None Yes 12.28 No Yes DSL 48 Yes No Yes Yes No No No Yes Two Year Yes Bank Withdrawal 59.2 3175.85 0 0 675.4 3851.25 Stayed 0415-MOSGF Female 58 No 0 Los Gatos 95030 37.222842 -121.988727 0 1 Offer E Yes 26.53 No Yes DSL 30 No No No No No No No Yes Month-to-Month No Credit Card 44.4 44.4 0 0 26.53 70.93 Churned Attitude Attitude of support person 0419-YAAPX Male 44 Yes 0 Grass Valley 95949 39.099204 -121.137962 1 49 Offer B Yes 14.21 No Yes Fiber Optic 23 No Yes No No Yes No No Yes Month-to-Month Yes Credit Card 85.3 4297.95 0 0 696.29 4994.24 Stayed 0420-BWTPW Male 40 No 0 San Diego 92117 32.825086 -117.199424 0 8 None No Yes DSL 16 No No No No No No No Yes Month-to-Month No Mailed Check 25.5 215.2 0 0 0 215.2 Churned Attitude Attitude of support person 0420-HLGXF Female 72 No 0 Visalia 93291 36.391777 -119.372842 0 39 None Yes 10.03 Yes Yes Fiber Optic 13 No No Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 99.75 4036 0 0 391.17 4427.17 Stayed 0420-TXVSG Male 43 Yes 0 San Jose 95112 37.343827 -121.883119 9 66 Offer A Yes 37.71 Yes Yes DSL 15 Yes Yes Yes No No No No Yes Two Year Yes Credit Card 66.1 4428.45 0 0 2488.86 6917.31 Stayed 0422-OHQHQ Female 23 Yes 0 Fresno 93722 36.78979 -119.929894 7 15 None Yes 34.63 No No One Year No Credit Card 20.55 295.95 0 0 519.45 815.4 Stayed 0422-UXFAP Female 34 Yes 0 San Diego 92117 32.825086 -117.199424 1 51 Offer B Yes 47.72 Yes Yes Fiber Optic 23 No No Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 98.85 4947.55 0 130 2433.72 7511.27 Stayed 0423-UDIJQ Male 74 No 0 Snelling 95369 37.521708 -120.426843 0 9 None Yes 7.11 No Yes DSL 12 No No No Yes No No No Yes Two Year No Mailed Check 49.2 447.9 0 0 63.99 511.89 Stayed 0426-TIRNE Female 54 No 0 Encino 91316 34.150354 -118.518292 0 1 Offer E Yes 15.51 No No Month-to-Month No Credit Card 20.9 20.9 0 0 15.51 36.41 Churned Dissatisfaction Limited range of services 0428-AXXLJ Male 29 No 0 Bellflower 90706 33.887676 -118.127289 0 25 Offer C Yes 3.58 No No One Year Yes Bank Withdrawal 19.5 516.3 0 0 89.5 605.8 Stayed 0428-IKYCP Male 56 Yes 0 Sonora 95370 37.982716 -120.343732 9 22 None Yes 48.68 No Yes Fiber Optic 18 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 87 1850.65 0 0 1070.96 2921.61 Stayed 0430-IHCDJ Male 40 No 0 Highland 92346 34.129677 -117.154277 0 15 None Yes 11.75 Yes Yes DSL 28 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49 749.25 0 0 176.25 925.5 Stayed 0431-APWVY Female 37 Yes 0 Novato 94949 38.067204 -122.524004 1 28 None Yes 18.31 No Yes Fiber Optic 13 No No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 90.1 2598.95 0 0 512.68 3111.63 Churned Dissatisfaction Poor expertise of online support 0432-CAJZV Male 47 No 0 Temecula 92592 33.507255 -117.029473 0 3 None Yes 5.39 No Yes Fiber Optic 10 No No No No Yes Yes Yes Yes Month-to-Month No Credit Card 90.7 237.65 0 0 16.17 253.82 Joined 0434-CSFON Female 34 Yes 0 Los Angeles 90071 34.052917 -118.255178 3 47 Offer B Yes 38.15 Yes Yes Fiber Optic 14 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.5 4707.1 0 0 1793.05 6500.15 Stayed 0436-TWFFZ Female 21 No 0 Long Beach 90805 33.864622 -118.179626 0 67 Offer A Yes 8.71 Yes Yes DSL 41 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Mailed Check 85.25 5714.2 1.31 0 583.57 6296.46 Stayed 0439-IFYUN Female 78 No 0 Escondido 92027 33.141265 -116.967221 0 18 Offer D Yes 21.09 No Yes Fiber Optic 18 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 74.7 1294.6 0 20 379.62 1694.22 Stayed 0440-EKDCF Male 47 Yes 0 Herlong 96113 40.198234 -120.18089 1 62 Offer B Yes 33.7 No Yes Cable 15 No Yes Yes Yes No No No Yes Two Year Yes Credit Card 60.15 3753.2 0 0 2089.4 5842.6 Stayed 0440-MOGPM Female 51 No 0 Petaluma 94954 38.235021 -122.557332 0 41 None Yes 6.16 Yes Yes DSL 12 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 80.55 3263.9 0 0 252.56 3516.46 Stayed 0440-QEXBZ Female 64 No 0 Mojave 93501 35.097323 -118.171288 0 44 Offer B Yes 18.42 Yes Yes DSL 22 No No No No No No No Yes Month-to-Month Yes Credit Card 50.15 2139.1 0 0 810.48 2949.58 Stayed 0440-UEDAI Female 59 No 0 Callahan 96014 41.388397 -122.794636 0 53 None Yes 33.88 No Yes Fiber Optic 6 No Yes Yes Yes No Yes Yes Yes One Year Yes Credit Card 94.45 5042.75 0 0 1795.64 6838.39 Stayed 0442-TDYUO Male 44 Yes 0 Bodega 94922 38.343282 -122.9755 4 48 None Yes 33.06 No No Two Year Yes Credit Card 20.05 1036 0 0 1586.88 2622.88 Stayed 0442-ZXKVS Female 79 Yes 0 Denair 95316 37.524721 -120.757977 2 54 Offer B Yes 43.71 Yes Yes Fiber Optic 12 Yes Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 115.6 6431.05 0 0 2360.34 8791.39 Stayed 0447-BEMNG Female 28 Yes 0 Wrightwood 92397 34.358321 -117.618263 3 48 None No Yes Cable 58 Yes No Yes No No Yes Yes No Month-to-Month Yes Bank Withdrawal 45.3 2145 0 140 0 2285 Churned Price Price too high 0447-RXSGD Male 39 No 0 Monterey 93940 36.362741 -121.869685 0 24 Offer C Yes 25.68 Yes Yes Fiber Optic 6 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.65 2404.85 0 0 616.32 3021.17 Stayed 0454-OKRCT Male 32 No 0 Palo Alto 94301 37.444314 -122.149996 0 33 Offer C Yes 34.85 No Yes Fiber Optic 27 No Yes No Yes No No No Yes Two Year No Bank Withdrawal 80.6 2651.1 0 0 1150.05 3801.15 Stayed 0455-ENTCR Male 58 Yes 0 Jamestown 95327 37.84771 -120.486589 1 66 None Yes 42.85 Yes Yes DSL 21 Yes Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 85.25 5538.35 0 0 2828.1 8366.45 Stayed 0455-XFASS Female 61 Yes 2 Campbell 95008 37.279689 -121.954567 3 3 None Yes 1.67 No Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.55 200.2 33.8 0 5.01 171.41 Joined 0458-HEUZG Female 58 No 0 Alderpoint 95511 40.166028 -123.584144 0 13 Offer D No Yes Cable 13 No No Yes Yes No No No No Two Year No Credit Card 35.4 450.4 0 100 0 550.4 Stayed 0459-SPZHJ Male 19 Yes 0 Garden Grove 92843 33.764018 -117.931507 1 63 None Yes 13.45 Yes Yes DSL 69 Yes Yes Yes No Yes Yes Yes Yes Two Year No Credit Card 83.5 5435 0 0 847.35 6282.35 Stayed 0461-CVKMU Female 45 Yes 0 Oak Run 96069 40.689243 -122.037023 0 23 None Yes 38.81 No Yes Fiber Optic 28 No Yes Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 83.8 1900.25 0 0 892.63 2792.88 Churned Attitude Attitude of support person 0463-TXOAK Male 26 No 1 Madison 95653 38.674276 -121.961866 0 52 None Yes 23.12 Yes No Two Year No Credit Card 25.6 1334.5 0 0 1202.24 2536.74 Stayed 0463-WZZKO Male 23 No 0 Van Nuys 91406 34.195685 -118.490752 0 3 Offer E Yes 16.39 No No Month-to-Month Yes Credit Card 20.75 67.1 0 0 49.17 116.27 Joined 0463-ZSDNT Male 23 No 0 Escondido 92026 33.21846 -117.116916 0 10 None Yes 30.3 No Yes DSL 73 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 56.75 503.25 0 30 303 836.25 Stayed 0464-WJTKO Female 39 Yes 2 Cedarville 96104 41.505916 -120.152505 10 72 None Yes 14.17 No No Two Year No Bank Withdrawal 20.1 1460.85 0 0 1020.24 2481.09 Stayed 0468-YRPXN Male 62 No 0 Lomita 90717 33.794209 -118.317354 0 29 Offer C Yes 48.2 No Yes Fiber Optic 19 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 98.8 2807.1 0 0 1397.8 4204.9 Stayed 0471-ARVMX Female 70 Yes 0 Kelseyville 95451 38.93496 -122.792243 8 62 Offer B Yes 22.74 Yes Yes Fiber Optic 18 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.85 6312.9 0 0 1409.88 7722.78 Stayed 0471-LVHGK Male 34 Yes 0 Orangevale 95662 38.689174 -121.218435 1 41 None Yes 15.91 Yes Yes DSL 29 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 73 3001.2 0 0 652.31 3653.51 Churned Competitor Competitor offered higher download speeds 0475-RIJEP Male 47 No 0 Pinecrest 95364 38.224869 -119.755729 0 43 Offer B Yes 49.13 Yes Yes Fiber Optic 25 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 77.85 3365.85 0 0 2112.59 5478.44 Churned Price Lack of affordable download/upload speed 0479-HMSWA Female 63 No 1 San Clemente 92672 33.429488 -117.609432 0 26 Offer C Yes 2.48 No Yes Fiber Optic 19 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.45 2715.3 0 0 64.48 2779.78 Stayed 0480-BIXDE Female 58 Yes 0 Beale Afb 95903 39.125311 -121.392283 9 19 Offer D Yes 10.68 No Yes Fiber Optic 23 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.8 1743.05 0 0 202.92 1945.97 Stayed 0480-KYJVA Female 42 Yes 3 Sacramento 95835 38.685069 -121.543709 8 72 None Yes 47.6 Yes No Two Year No Credit Card 24.25 1784.5 49.76 0 3427.2 5161.94 Stayed 0481-SUMCB Female 74 No 0 Greenville 95947 40.160386 -120.835428 0 45 Offer B Yes 34.12 Yes Yes Fiber Optic 15 No No Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 102.15 4735.35 0 0 1535.4 6270.75 Stayed 0484-FFVBJ Male 43 No 0 Fort Bragg 95437 39.455555 -123.683979 0 32 None Yes 15.52 No Yes DSL 12 No No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 64.85 2010.95 0 0 496.64 2507.59 Stayed 0484-JPBRU Male 23 No 0 Petaluma 94954 38.235021 -122.557332 0 41 None Yes 41.21 Yes No Month-to-Month Yes Bank Withdrawal 25.25 996.45 0 0 1689.61 2686.06 Stayed 0485-ZBSLN Male 52 Yes 2 Mecca 92254 33.543835 -115.993906 4 65 None Yes 36.5 Yes No Two Year No Credit Card 24.75 1715.1 0 0 2372.5 4087.6 Stayed 0486-HECZI Male 37 Yes 1 Torrance 90504 33.867257 -118.330794 0 55 None Yes 49.06 Yes Yes Fiber Optic 27 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 96.75 5238.9 0 0 2698.3 7937.2 Churned Price Long distance charges 0486-LGCCH Male 48 Yes 2 Victorville 92394 34.567058 -117.362329 2 11 Offer D Yes 40.76 No No Two Year No Credit Card 19.65 225.75 0 0 448.36 674.11 Stayed 0487-CRLZF Female 58 No 0 Poway 92064 32.984395 -117.013454 0 49 Offer B Yes 7.51 No Yes DSL 13 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 74.45 3721.9 0 0 367.99 4089.89 Stayed 0487-RPVUM Male 49 Yes 0 Mount Hermon 95041 37.051166 -122.056194 1 61 None Yes 15.15 Yes Yes Fiber Optic 28 Yes No Yes Yes Yes No No Yes Month-to-Month No Bank Withdrawal 99.4 5943.65 0 0 924.15 6867.8 Stayed 0487-VVUVK Male 49 Yes 2 Santa Barbara 93109 34.406256 -119.726936 5 25 None Yes 19.09 No No Month-to-Month Yes Credit Card 19.15 477.6 0 0 477.25 954.85 Stayed 0488-GSLFR Female 41 No 0 Taylorsville 95983 40.053684 -120.743116 0 1 None Yes 8.31 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.5 69.5 0 0 8.31 77.81 Churned Dissatisfaction Product dissatisfaction 0489-WMEMG Female 61 No 3 Korbel 95550 40.7666 -123.80458 0 23 Offer D Yes 25.85 No Yes Cable 53 No No No Yes No No No Yes One Year Yes Bank Withdrawal 49.45 1119.35 0 0 594.55 1713.9 Stayed 0491-KAPQG Male 28 No 0 Pine Valley 91962 32.800671 -116.483363 0 21 Offer D Yes 28.54 Yes Yes Fiber Optic 42 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 73.7 1558.7 0 0 599.34 2158.04 Stayed 0495-RVCBF Female 39 No 0 Santa Rosa 95401 38.460517 -122.790335 0 1 None Yes 33.88 No Yes Fiber Optic 26 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.7 79.7 0 0 33.88 113.58 Churned Dissatisfaction Poor expertise of online support 0495-ZBNGW Male 78 Yes 0 Loma Mar 94021 37.266388 -122.26308 1 5 None Yes 6.66 Yes Yes Fiber Optic 14 No No Yes No No No No No Month-to-Month Yes Bank Withdrawal -1 343.95 0 20 33.3 397.25 Churned Competitor Competitor offered more data 0496-AHOOK Male 61 Yes 0 Bangor 95914 39.396585 -121.38029 10 24 Offer C Yes 32.86 No Yes Cable 30 Yes No No Yes Yes Yes Yes Yes One Year No Bank Withdrawal 74.4 1712.9 0 0 788.64 2501.54 Stayed 0504-HHAPI Female 72 No 0 Guinda 95637 38.830739 -122.196202 0 27 None Yes 16.94 Yes Yes Fiber Optic 11 No No Yes No No Yes No Yes Month-to-Month No Credit Card 88.3 2467.75 0 0 457.38 2925.13 Churned Other Don't know 0505-SPOOW Female 41 Yes 0 Riverside 92508 33.885499 -117.324959 7 70 Offer A Yes 11.71 No No Two Year No Bank Withdrawal 19.8 1397.65 0 0 819.7 2217.35 Stayed 0506-LVNGN Female 78 No 0 Rancho Cordova 95742 38.591134 -121.161585 0 5 None Yes 42.33 No Yes Fiber Optic 9 No No Yes No No No No Yes Month-to-Month Yes Credit Card 75.55 349.65 0 0 211.65 561.3 Churned Competitor Competitor had better devices 0506-YLVKJ Male 54 Yes 1 Sultana 93666 36.545353 -119.338535 1 46 None Yes 45.92 No No Two Year Yes Credit Card 20.2 917.45 0 0 2112.32 3029.77 Stayed 0508-OOLTO Female 33 Yes 1 Fort Irwin 92310 35.349241 -116.770281 5 2 None Yes 29.03 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 71.65 135.75 0 0 58.06 193.81 Joined 0508-SQWPL Female 32 Yes 3 La Mesa 91941 32.759327 -116.99726 9 57 Offer B Yes 26.67 No No Two Year Yes Bank Withdrawal 20.1 1087.7 0 0 1520.19 2607.89 Stayed 0511-JTEOY Female 41 No 0 Canyon Dam 95923 40.171312 -121.120605 0 1 Offer E Yes 10.19 No Yes Fiber Optic 9 No No No No No No No Yes Month-to-Month No Mailed Check 71.1 71.1 0 0 10.19 81.29 Churned Competitor Competitor made better offer 0512-FLFDW Female 74 Yes 0 Palomar Mountain 92060 33.309852 -116.823091 3 60 None Yes 27.68 Yes Yes Fiber Optic 26 No No Yes No Yes Yes No Yes One Year Yes Credit Card 100.5 6029 0 0 1660.8 7689.8 Stayed 0513-RBGPE Male 57 Yes 0 Rancho Santa Fe 92091 32.99356 -117.207121 6 37 None Yes 4.5 Yes Yes DSL 9 Yes No Yes Yes No No No Yes Two Year Yes Credit Card 62.8 2278.75 16.97 0 166.5 2428.28 Stayed 0515-YPMCW Male 42 No 0 San Jose 95116 37.350284 -121.852855 0 1 None Yes 42.87 No Yes Fiber Optic 8 No No No No No No No No Month-to-Month Yes Credit Card 70.45 70.45 0 10 42.87 123.32 Churned Competitor Competitor had better devices 0516-OOHAR Male 39 Yes 2 Topanga 90290 34.115192 -118.61017 8 28 None Yes 7.73 No Yes Fiber Optic 13 No Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 100.35 2799 0 0 216.44 3015.44 Stayed 0516-QREYC Female 78 No 0 Capay 95607 38.681651 -122.130569 0 24 None Yes 18.39 No No Two Year Yes Credit Card 20.3 459.95 0 0 441.36 901.31 Stayed 0516-UXRMT Female 27 No 0 Oxnard 93033 34.156629 -119.117218 0 62 None Yes 23.88 Yes Yes Fiber Optic 47 Yes Yes Yes No No No No Yes One Year Yes Bank Withdrawal 92.05 5755.8 14.21 0 1480.56 7222.15 Stayed 0516-VRYBW Female 39 No 0 Stanton 90680 33.801869 -117.995068 0 18 Offer D Yes 8.95 No No One Year No Bank Withdrawal 20.15 390.85 0 0 161.1 551.95 Churned Attitude Attitude of support person 0516-WJVXC Female 21 No 0 Sacramento 95818 38.556306 -121.495817 0 5 None Yes 3.61 No Yes DSL 69 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 54.2 308.25 0 0 18.05 326.3 Churned Dissatisfaction Network reliability 0519-DRGTI Female 58 Yes 3 Stockton 95219 38.029729 -121.387999 9 20 None Yes 42.46 No No Month-to-Month No Credit Card 20.35 442.6 0 0 849.2 1291.8 Stayed 0519-XUZJU Female 56 No 0 Felton 95018 37.089111 -122.062213 0 1 None Yes 26 No Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month No Mailed Check 70.75 70.75 0 0 26 96.75 Churned Dissatisfaction Service dissatisfaction 0520-FDVVT Male 26 No 0 Lewiston 96052 40.704293 -122.803899 0 35 None Yes 39.84 No Yes Fiber Optic 48 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 102.35 3626.1 0 0 1394.4 5020.5 Churned Price Price too high 0523-VNGTF Female 78 No 0 Sun Valley 91352 34.231053 -118.338307 0 52 None No Yes DSL 23 No Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 50.5 2566.3 0 0 0 2566.3 Stayed 0524-IAVZO Female 25 Yes 0 Anza 92539 33.527605 -116.666551 1 30 Offer C Yes 4.82 Yes Yes Fiber Optic 41 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85 2624.25 0 0 144.6 2768.85 Churned Other Don't know 0526-SXDJP Male 36 Yes 0 Bell 90201 33.970343 -118.171368 7 72 Offer A No Yes Cable 17 Yes Yes Yes No No No No Yes Two Year No Bank Withdrawal 42.1 2962 0 0 0 2962 Stayed 0529-ONKER Male 70 No 0 Forest Ranch 95942 40.077028 -121.494168 0 15 Offer D Yes 46.38 Yes Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month No Bank Withdrawal 75.65 1146.65 0 0 695.7 1842.35 Churned Attitude Attitude of support person 0530-IJVDB Male 36 No 2 Jamul 91935 32.695681 -116.798386 0 70 Offer A Yes 26.67 Yes Yes Fiber Optic 17 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 114.6 7882.5 0 0 1866.9 9749.4 Stayed 0531-XBKMM Male 37 No 2 Azusa 91702 34.174493 -117.87068 0 66 None Yes 32.12 Yes Yes DSL 17 Yes Yes No Yes No No No Yes Two Year No Bank Withdrawal 65.7 4378.9 0 0 2119.92 6498.82 Stayed 0531-ZZJWQ Male 68 Yes 0 Fallbrook 92028 33.362575 -117.299644 6 55 None Yes 42.9 Yes Yes Fiber Optic 27 No No No No No No No Yes Two Year Yes Bank Withdrawal 74 4052.4 0 0 2359.5 6411.9 Stayed 0533-BNWKF Female 66 Yes 0 San Diego 92122 32.85723 -117.209774 2 55 Offer B Yes 42.82 Yes Yes Fiber Optic 27 No Yes Yes No No No No No Month-to-Month Yes Bank Withdrawal 85.45 4874.7 0 90 2355.1 7319.8 Churned Competitor Competitor made better offer 0533-UCAAU Male 72 Yes 0 Montgomery Creek 96065 40.877552 -121.885884 2 57 None Yes 48.16 Yes Yes DSL 10 No Yes Yes No Yes No No Yes One Year Yes Credit Card 71.1 4140.1 0 0 2745.12 6885.22 Stayed 0536-ACXIP Female 34 Yes 0 Lodi 95242 38.128087 -121.4078 9 72 None Yes 44.2 Yes Yes Fiber Optic 2 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.55 8165.1 0 0 3182.4 11347.5 Stayed 0536-BGFMZ Female 27 Yes 0 Leggett 95585 39.873371 -123.741474 3 28 None Yes 42.33 No No Month-to-Month No Credit Card 20.5 563.05 0 0 1185.24 1748.29 Stayed 0536-ESJEP Male 48 Yes 0 Rough And Ready 95975 39.225634 -121.156163 8 54 None Yes 14.18 No Yes DSL 25 Yes Yes No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 74.55 4191.45 0 0 765.72 4957.17 Stayed 0537-QYZZN Male 66 Yes 2 Petaluma 94952 38.237018 -122.77872 6 24 Offer C Yes 4.06 Yes Yes Fiber Optic 28 Yes No No No No No No Yes Two Year Yes Bank Withdrawal 79.85 1857.75 0 0 97.44 1955.19 Stayed 0541-FITGH Female 59 Yes 0 Hornitos 95325 37.479926 -120.230424 6 2 Offer E Yes 48.39 No Yes Cable 24 Yes No No No No Yes Yes Yes Month-to-Month Yes Mailed Check 62.15 113.1 0 0 96.78 209.88 Joined 0547-HURJB Male 19 No 2 Dixon 95620 38.392821 -121.799917 0 12 Offer D Yes 19.38 No No Month-to-Month No Credit Card 21.05 235.8 0 0 232.56 468.36 Stayed 0549-CYCQN Male 69 No 0 Flournoy 96029 39.84784 -122.544556 0 51 None Yes 24.92 Yes Yes Fiber Optic 11 No Yes No No No No No Yes One Year Yes Bank Withdrawal 79.6 3974.7 16.73 0 1270.92 5228.89 Stayed 0550-DCXLH Male 64 No 0 Thermal 92274 33.53604 -116.119222 0 13 None Yes 40.99 No Yes DSL 21 No Yes No Yes Yes Yes Yes Yes Month-to-Month No Mailed Check 73.35 931.55 49.02 0 532.87 1415.4 Stayed 0556-FJEGU Male 26 No 0 Lafayette 94549 37.907777 -122.127161 0 58 Offer B Yes 47.47 No Yes DSL 69 No Yes Yes Yes Yes No No Yes Two Year No Bank Withdrawal 70.1 4048.95 0 0 2753.26 6802.21 Stayed 0557-ASKVU Female 43 Yes 0 Beverly Hills 90210 34.099891 -118.414338 2 18 Offer D Yes 44.97 No Yes Cable 7 No No Yes Yes No No No Yes One Year Yes Credit Card 54.4 957.1 0 0 809.46 1766.56 Stayed 0559-CKHUS Female 44 Yes 0 Pleasanton 94588 37.685052 -121.912061 6 29 Offer C Yes 49.96 No No Two Year Yes Credit Card 19.55 521.8 0 0 1448.84 1970.64 Stayed 0562-FGDCR Female 61 Yes 3 Whitmore 96096 40.637105 -121.906949 9 72 None Yes 21.84 Yes Yes DSL 30 Yes Yes No Yes Yes No No Yes Two Year No Credit Card 74.55 5430.65 0 0 1572.48 7003.13 Stayed 0562-HKHML Male 39 Yes 1 Alameda 94502 37.724817 -122.224363 9 71 Offer A Yes 18.99 Yes No Two Year No Credit Card 23.9 1626.4 0 0 1348.29 2974.69 Stayed 0562-KBDVM Female 62 No 0 Herald 95638 38.313447 -121.123886 0 70 Offer A No Yes DSL 11 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal 44.6 3058.15 0 0 0 3058.15 Stayed 0564-JJHGS Male 45 No 0 Guerneville 95446 38.52576 -123.013347 0 9 None Yes 19.22 Yes Yes Fiber Optic 10 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.5 829.1 0 0 172.98 1002.08 Churned Dissatisfaction Limited range of services 0564-MUUQK Female 28 Yes 2 Imperial Beach 91932 32.579134 -117.119009 5 20 None Yes 38.71 Yes Yes Fiber Optic 48 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.5 1916.2 0 0 774.2 2690.4 Stayed 0565-IYCGT Male 51 No 0 San Diego 92117 32.825086 -117.199424 0 69 Offer A Yes 29.38 Yes Yes DSL 9 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Credit Card 78.6 5356.45 0 0 2027.22 7383.67 Churned Competitor Competitor made better offer 0565-JUPYD Male 26 No 0 Benicia 94510 38.113533 -122.11926 0 63 None Yes 21.45 Yes Yes Fiber Optic 85 Yes Yes Yes Yes Yes No No Yes One Year No Credit Card 104.5 6590.8 0 0 1351.35 7942.15 Stayed 0567-GGCAC Female 38 No 0 Biola 93606 36.798882 -120.019511 0 7 None Yes 15.84 No Yes DSL 14 Yes Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 61.4 438.9 0 0 110.88 549.78 Stayed 0567-XRHCU Female 19 Yes 1 Los Angeles 90049 34.091829 -118.491244 7 69 None No Yes DSL 59 Yes No Yes No No Yes Yes Yes Two Year Yes Credit Card 43.95 2960.1 0 0 0 2960.1 Stayed 0568-ONFPC Male 34 Yes 1 San Francisco 94112 37.720498 -122.443119 1 5 Offer E Yes 40.05 Yes No Month-to-Month Yes Bank Withdrawal 25.9 135 0 0 200.25 335.25 Churned Other Moved 0570-BFQHT Female 38 No 0 Anderson 96007 40.448632 -122.306657 0 9 None Yes 32.57 No Yes Fiber Optic 13 No Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 80.55 653.9 2.28 0 293.13 944.75 Stayed 0572-ZJKLT Female 32 Yes 1 Chester 96020 40.243494 -121.154733 10 46 Offer B Yes 49.26 Yes Yes Fiber Optic 18 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 99.65 4630.2 9.35 0 2265.96 6886.81 Stayed 0575-CUQOV Male 76 Yes 0 Hilmar 95324 37.394536 -120.890747 10 60 Offer B Yes 17.05 No Yes Fiber Optic 21 No Yes Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 97.95 5867 0 0 1023 6890 Stayed 0576-WNXXC Male 70 Yes 0 Parlier 93648 36.622237 -119.521126 1 27 None Yes 39.49 Yes Yes Fiber Optic 7 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.55 2510.2 0 0 1066.23 3576.43 Churned Dissatisfaction Service dissatisfaction 0577-WHMEV Female 19 Yes 0 San Jose 95133 37.371862 -121.860349 2 16 Offer D Yes 27.83 Yes Yes Fiber Optic 52 Yes Yes Yes No No No Yes Yes Month-to-Month No Bank Withdrawal 90.7 1374.9 0 0 445.28 1820.18 Stayed 0578-SKVMF Female 23 Yes 0 Seeley 92273 32.790282 -115.689559 4 22 None Yes 4.01 No Yes Cable 53 No Yes No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 83.3 1845.9 0 0 88.22 1934.12 Churned Competitor Competitor had better devices 0580-PIQHM Female 21 Yes 1 Riverside 92503 33.890046 -117.455583 7 41 Offer B Yes 14.73 Yes Yes Fiber Optic 82 Yes Yes Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 101.6 3930.55 0 0 603.93 4534.48 Stayed 0581-BXBUB Female 76 No 0 Penn Valley 95946 39.203817 -121.19584 0 4 None Yes 35.67 No Yes Fiber Optic 8 No Yes No No No No No Yes Two Year No Bank Withdrawal 72.75 317.75 0 0 142.68 460.43 Stayed 0581-MDMPW Female 63 No 0 San Jose 95148 37.339533 -121.777179 0 24 Offer C Yes 44.09 Yes Yes Fiber Optic 9 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 88.95 2072.75 0 0 1058.16 3130.91 Stayed 0582-AVCLN Female 43 No 0 Bakersfield 93304 35.339796 -119.023552 0 38 None Yes 43.19 No No Two Year No Credit Card 20.3 743.05 0 0 1641.22 2384.27 Stayed 0584-BJQGZ Female 19 No 0 Taylorsville 95983 40.053684 -120.743116 0 25 None Yes 28.05 Yes Yes Cable 85 Yes Yes Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 78.35 1837.9 0 0 701.25 2539.15 Stayed 0585-EGDDA Male 41 Yes 0 Etna 96027 41.405193 -123.008567 8 40 Offer B Yes 39.22 No Yes Fiber Optic 27 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 80 3168.75 41.74 0 1568.8 4695.81 Stayed 0587-DMGBH Female 48 No 0 Willows 95988 39.493991 -122.286363 0 8 None Yes 37.79 No Yes Cable 25 Yes No No No No No No No Month-to-Month Yes Bank Withdrawal 49.85 365.55 13.01 10 302.32 664.86 Churned Competitor Competitor offered higher download speeds 0594-UFTUL Male 35 Yes 3 Mather 95655 38.549822 -121.266725 1 13 Offer D Yes 40.2 No No Month-to-Month Yes Credit Card 19.85 252 0 0 522.6 774.6 Stayed 0595-ITUDF Male 21 Yes 1 Fairfax 94930 37.971751 -122.611873 0 64 None Yes 34.58 Yes Yes Fiber Optic 27 Yes Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 91.8 5960.5 0 0 2213.12 8173.62 Stayed 0596-BQCEQ Female 32 Yes 0 Hydesville 95547 40.557314 -124.081662 1 62 None Yes 48.58 No Yes Fiber Optic 13 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.15 6283.3 0 0 3011.96 9295.26 Churned Competitor Competitor had better devices 0599-XNYDO Female 51 Yes 0 Graton 95444 38.434362 -122.86891 0 20 None Yes 43.49 No Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.8 1540.35 0 0 869.8 2410.15 Stayed 0601-WZHJF Male 53 Yes 0 Shafter 93263 35.490705 -119.286833 1 14 Offer D No Yes DSL 12 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 46.35 667.7 0 0 0 667.7 Churned Attitude Attitude of service provider 0602-DDUML Female 21 No 0 Fallbrook 92028 33.362575 -117.299644 0 57 None Yes 36.14 No Yes Cable 48 No Yes Yes Yes Yes No Yes Yes Two Year No Mailed Check 69.75 3894.4 0 0 2059.98 5954.38 Stayed 0603-OLQDC Male 41 No 1 Whittier 90601 34.007353 -118.033683 0 12 Offer D Yes 27.07 No Yes Cable 29 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 69.85 837.5 0 0 324.84 1162.34 Stayed 0603-TPMIB Female 40 Yes 2 San Simeon 93452 35.746484 -121.223355 0 59 Offer B Yes 42.37 Yes No Two Year No Credit Card 25.45 1534.05 0 0 2499.83 4033.88 Stayed 0604-THJFP Female 40 Yes 0 Castro Valley 94552 37.722727 -122.02157 4 59 Offer B Yes 8.28 No Yes DSL 22 No Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 75.95 4542.35 0 0 488.52 5030.87 Stayed 0607-DAAHE Male 62 No 0 Olivehurst 95961 39.082568 -121.55325 0 53 Offer B Yes 26.21 No No Two Year No Bank Withdrawal 19.75 1052.35 0 0 1389.13 2441.48 Churned Price Long distance charges 0607-MVMGC Male 33 Yes 0 Ranchita 92066 33.215251 -116.53633 3 45 None Yes 39.82 Yes Yes DSL 13 No Yes Yes No Yes Yes Yes Yes One Year No Credit Card 78.75 3600.65 0 0 1791.9 5392.55 Stayed 0608-JDVEC Male 55 Yes 0 Dunlap 93621 36.789213 -119.140338 5 50 Offer B Yes 1.87 No No Two Year No Bank Withdrawal 19.8 1013.2 0 0 93.5 1106.7 Stayed 0611-DFXKO Male 35 Yes 0 Comptche 95427 39.239818 -123.565432 1 20 Offer D Yes 18.05 No Yes Fiber Optic 5 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 89 1820.45 0 0 361 2181.45 Churned Dissatisfaction Service dissatisfaction 0612-RTZZA Female 77 No 0 Vista 92084 33.22784 -117.200024 0 1 Offer E No Yes DSL 15 No No No No No No No Yes Month-to-Month No Bank Withdrawal 25.25 25.25 0 0 0 25.25 Churned Price Price too high 0613-WUXUM Female 38 Yes 3 Soquel 95073 37.023669 -121.946461 1 70 None Yes 38.63 No No Two Year Yes Credit Card 19.2 1401.4 0 0 2704.1 4105.5 Stayed 0616-ATFGB Male 74 Yes 0 Shasta Lake 96019 40.692523 -122.369876 1 1 Offer E No Yes Cable 18 No No No No No No No Yes Month-to-Month No Bank Withdrawal 25.05 25.05 0 0 0 25.05 Churned Competitor Competitor had better devices 0617-AQNWT Female 61 Yes 0 North Hills 91343 34.238802 -118.482296 5 64 None No Yes DSL 27 Yes No Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 47.85 3147.5 0 0 0 3147.5 Churned Competitor Competitor made better offer 0617-FHSGK Male 62 No 0 Rancho Cordova 95670 38.602723 -121.279913 0 49 None Yes 19.08 Yes Yes Fiber Optic 24 No No No No No No No No Month-to-Month No Credit Card 75.2 3678.3 0 20 934.92 4633.22 Churned Price Extra data charges 0618-XWMSS Male 60 No 0 Wasco 93280 35.652242 -119.4464 0 28 Offer C Yes 44.28 No Yes Fiber Optic 5 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.9 2068.55 0 0 1239.84 3308.39 Churned Price Long distance charges 0619-OLYUR Male 32 Yes 0 Garden Grove 92840 33.787165 -117.931889 1 72 None Yes 47.83 Yes Yes Fiber Optic 27 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 111.9 8071.05 0 0 3443.76 11514.81 Stayed 0620-DLSLK Female 47 No 0 Pasadena 91103 34.167465 -118.165327 0 13 None Yes 34.18 No Yes Fiber Optic 19 No No No No Yes No No Yes Month-to-Month Yes Credit Card 81.9 1028.9 0 0 444.34 1473.24 Stayed 0620-XEFWH Male 41 Yes 1 Oak Run 96069 40.689243 -122.037023 1 4 Offer E Yes 39.04 No No Month-to-Month No Credit Card 18.85 84.2 0 0 156.16 240.36 Stayed 0621-CXBKL Female 62 No 0 Copperopolis 95228 37.943954 -120.67108 0 53 Offer B Yes 10.32 No No Two Year No Mailed Check 18.7 1005.7 0 0 546.96 1552.66 Stayed 0621-HJWXJ Female 54 Yes 0 Irvine 92618 33.667145 -117.732135 1 63 Offer B Yes 21.15 Yes Yes Fiber Optic 24 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 81.55 5029.05 0 0 1332.45 6361.5 Stayed 0621-JFHOL Female 41 No 0 North Hollywood 91602 34.15136 -118.364786 0 10 Offer D No Yes Cable 29 No No No Yes No No No Yes Two Year Yes Mailed Check 29.6 299.05 0 0 0 299.05 Stayed 0621-TSSMU Male 29 Yes 0 Maywood 90270 33.988572 -118.186565 0 56 None Yes 48.87 No No One Year No Credit Card 19.95 1126.75 0 0 2736.72 3863.47 Stayed 0621-TWIEM Male 28 No 0 Newhall 91321 34.370378 -118.504118 0 10 Offer D Yes 34.44 No Yes Cable 69 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 45.55 402.6 0 0 344.4 747 Churned Attitude Attitude of support person 0623-EJQEG Male 50 No 0 Murphys 95247 38.147852 -120.440124 0 65 Offer B Yes 2.72 Yes Yes Fiber Optic 16 Yes No No Yes No Yes Yes No One Year No Bank Withdrawal 93.55 6069.25 0 30 176.8 6276.05 Stayed 0623-GDISB Female 63 No 0 San Clemente 92673 33.4725 -117.584273 0 1 None Yes 16.42 No Yes Cable 21 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 48.45 48.45 0 0 16.42 64.87 Joined 0623-IIHUG Female 77 No 0 San Diego 92122 32.85723 -117.209774 0 21 None No Yes Cable 8 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal -10 840.1 0 0 0 840.1 Churned Competitor Competitor made better offer 0625-AFOHS Female 40 Yes 1 Ferndale 95536 40.4785 -124.301372 5 29 Offer C Yes 34.44 No No Two Year No Credit Card 20.2 558.8 0 0 998.76 1557.56 Stayed 0626-QXNGV Female 55 Yes 0 Arcata 95521 40.839958 -124.003757 7 72 None Yes 37.98 Yes No Two Year Yes Credit Card 24.15 1776.45 0 0 2734.56 4511.01 Stayed 0628-CNQRM Male 49 Yes 0 Temecula 92592 33.507255 -117.029473 1 22 None Yes 19.8 No Yes Cable 17 Yes No Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 67.5 1544.05 0 0 435.6 1979.65 Churned Other Don't know 0634-SZPQA Female 64 No 0 San Anselmo 94960 37.99272 -122.575026 0 23 None Yes 3.55 Yes Yes Fiber Optic 4 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.05 2169.8 27.38 0 81.65 2224.07 Churned Competitor Competitor offered higher download speeds 0635-WKOLD Male 33 Yes 0 Ceres 95307 37.553469 -120.952825 0 40 Offer B Yes 23.74 Yes Yes DSL 22 No Yes No Yes Yes No No Yes One Year No Credit Card 70.75 2921.75 0 0 949.6 3871.35 Stayed 0637-KVDLV Male 30 No 0 Elk Grove 95758 38.35363 -121.44195 0 2 Offer E Yes 17.22 Yes Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.5 162.45 0 0 34.44 196.89 Churned Other Don't know 0637-UBJRP Male 40 Yes 0 Wilton 95693 38.392559 -121.225093 5 13 Offer D Yes 29.92 No Yes Fiber Optic 21 Yes No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 84.05 1095.3 23.97 0 388.96 1460.29 Churned Competitor Competitor offered higher download speeds 0637-YLETY Female 39 No 0 Douglas City 96024 40.586588 -122.903677 0 16 Offer D Yes 18.99 Yes Yes Fiber Optic 30 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 95.6 1555.65 0 0 303.84 1859.49 Churned Attitude Attitude of service provider 0639-TSIQW Female 28 No 0 White Water 92282 33.972293 -116.654195 0 67 Offer A Yes 37.5 Yes Yes Fiber Optic 30 Yes Yes Yes No Yes No No Yes Month-to-Month Yes Credit Card 102.95 6886.25 0 0 2512.5 9398.75 Churned Competitor Competitor offered more data 0640-YJTPY Male 19 Yes 1 Smartville 95977 39.176595 -121.291692 3 72 Offer A Yes 5.7 No No Two Year No Bank Withdrawal 21 1493.75 0 0 410.4 1904.15 Stayed 0641-EVBOJ Male 61 No 0 Coarsegold 93614 37.212191 -119.749323 0 3 None Yes 44.97 No Yes Fiber Optic 16 Yes No No Yes No No No No Month-to-Month Yes Credit Card 82.3 214.4 0 20 134.91 369.31 Joined 0643-OKLRP Female 73 Yes 0 Azusa 91702 34.174493 -117.87068 1 47 None Yes 38.31 Yes Yes Fiber Optic 7 Yes No No No No No No No Month-to-Month No Bank Withdrawal 80.35 3825.85 0 90 1800.57 5716.42 Churned Dissatisfaction Network reliability 0644-OQMDK Male 69 No 0 Merced 95348 37.40122 -120.514191 0 4 Offer E Yes 6.18 No Yes Fiber Optic 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.65 293.85 0 0 24.72 318.57 Stayed 0650-BWOZN Female 71 No 0 Aguanga 92536 33.482243 -116.827173 0 18 None Yes 7.51 No Yes Fiber Optic 24 No Yes No No No No No Yes Two Year Yes Bank Withdrawal 73.55 1359.45 0 0 135.18 1494.63 Stayed 0654-HMSHN Male 45 Yes 0 Mojave 93501 35.097323 -118.171288 1 21 Offer D Yes 42.65 Yes Yes Fiber Optic 3 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 104.4 2157.95 0 0 895.65 3053.6 Churned Attitude Attitude of support person 0654-PQKDW Female 58 Yes 2 Pescadero 94060 37.22565 -122.297533 5 62 None Yes 42.05 No Yes DSL 20 Yes No Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 70.75 4263.45 0 0 2607.1 6870.55 Stayed 0655-RBDUG Male 32 No 0 Alviso 95002 37.449537 -121.994813 0 7 Offer E Yes 9.25 Yes Yes Fiber Optic 29 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.05 713 0 0 64.75 777.75 Churned Competitor Competitor had better devices 0655-YDGFJ Male 34 No 0 Palm Springs 92264 33.745746 -116.514215 0 29 Offer C Yes 10.06 No Yes DSL 25 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 48.95 1323.7 0 0 291.74 1615.44 Stayed 0657-DOGUM Female 35 Yes 0 Rancho Cucamonga 91739 34.133809 -117.523724 1 48 Offer B Yes 44.72 Yes Yes DSL 13 Yes No No Yes No No No No One Year Yes Bank Withdrawal 60.6 2985.25 0 100 2146.56 5231.81 Stayed 0661-KBKPA Male 43 Yes 3 Seaside 93955 36.625114 -121.823565 7 53 None Yes 31.86 Yes Yes DSL 56 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 78.75 3942.45 0 0 1688.58 5631.03 Stayed 0661-KQHNK Female 38 Yes 3 Round Mountain 96084 40.923558 -122.059933 0 6 None Yes 30.01 No No One Year No Credit Card 19 105.5 0 0 180.06 285.56 Stayed 0661-WCQNQ Male 56 Yes 0 Orleans 95556 41.269521 -123.546958 8 22 Offer D Yes 7.68 No Yes DSL 7 Yes No No Yes No No No No One Year Yes Credit Card 56.25 1292.2 0 100 168.96 1561.16 Stayed 0661-XEYAN Female 76 No 0 Nevada City 95959 39.333737 -120.858667 0 1 None No Yes DSL 26 No No No No No No No No Month-to-Month Yes Mailed Check 25.8 25.8 0 20 0 45.8 Churned Competitor Competitor had better devices 0665-XHDJU Male 21 Yes 0 Monte Rio 95462 38.471049 -123.015549 7 72 None Yes 34.95 Yes Yes Fiber Optic 48 No Yes No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 99.4 7285.7 0 0 2516.4 9802.1 Stayed 0666-UXTJO Male 80 Yes 0 Morongo Valley 92256 34.097863 -116.594561 4 34 Offer C Yes 29.66 No Yes Fiber Optic 29 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 85.2 2874.45 0 0 1008.44 3882.89 Stayed 0667-NSRGI Female 45 Yes 0 Lodi 95240 38.123544 -121.159078 3 48 None Yes 17.03 Yes Yes DSL 15 No No Yes Yes No Yes Yes Yes One Year Yes Credit Card 69.55 3435.6 0 0 817.44 4253.04 Stayed 0668-OGMHD Female 20 Yes 0 Santa Rosa 95405 38.439696 -122.668817 8 21 Offer D No Yes DSL 59 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 28.5 629.35 0 0 0 629.35 Stayed 0670-ANMUU Male 47 No 0 Chino Hills 91709 33.942895 -117.725644 0 71 None Yes 16.57 Yes Yes Fiber Optic 5 Yes No No Yes No Yes Yes Yes One Year No Credit Card 97.65 6687.85 0 0 1176.47 7864.32 Stayed 0670-KDOMA Female 42 No 0 Chowchilla 93610 37.100948 -120.270136 0 1 Offer E Yes 28.18 No No Month-to-Month Yes Credit Card 20.25 20.25 0 0 28.18 48.43 Joined 0673-IGUQO Male 26 No 0 Phelan 92371 34.441123 -117.537886 0 1 None Yes 30.09 No No Month-to-Month No Credit Card 20.45 20.45 0 0 30.09 50.54 Joined 0674-DGMAQ Male 78 Yes 0 Elk 95432 39.108252 -123.645121 9 32 Offer C Yes 43.54 Yes Yes Fiber Optic 3 No Yes Yes No No Yes No Yes Two Year Yes Bank Withdrawal 93.5 2970.8 0 0 1393.28 4364.08 Stayed 0674-EYYZV Female 41 No 0 Los Angeles 90065 34.108833 -118.229715 0 1 None Yes 36.33 No Yes DSL 4 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 54.65 54.65 0 0 36.33 90.98 Joined 0674-GCDXG Male 20 No 0 Bakersfield 93308 35.559617 -118.925185 0 63 Offer B Yes 42.59 Yes Yes DSL 85 Yes No Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 71.9 4479.2 0 0 2683.17 7162.37 Stayed 0675-NCDYU Female 61 Yes 2 Placentia 92870 33.881158 -117.854783 1 72 Offer A Yes 28.86 Yes Yes Fiber Optic 20 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 116.4 8543.25 0 0 2077.92 10621.17 Stayed 0678-RLHVP Female 33 No 0 Redwood City 94065 37.527497 -122.230941 0 53 Offer B Yes 12.92 Yes Yes Fiber Optic 19 No Yes Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 105.55 5682.25 0 0 684.76 6367.01 Stayed 0679-IDSTG Female 73 Yes 0 Branscomb 95417 39.710591 -123.682799 1 1 None Yes 37.3 No Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.25 69.25 0 0 37.3 106.55 Churned Competitor Competitor had better devices 0679-TDGAK Male 29 Yes 1 Fresno 93727 36.751489 -119.68072 1 50 None Yes 31.83 No Yes Cable 47 Yes No No Yes Yes Yes Yes No One Year No Bank Withdrawal 75.5 4025.6 0 100 1591.5 5717.1 Stayed 0680-DFNNY Male 62 Yes 0 Winters 95694 38.578604 -122.024579 1 15 None Yes 40.7 Yes Yes Fiber Optic 29 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.1 1504.05 0 0 610.5 2114.55 Churned Competitor Competitor offered more data 0682-USIXD Female 40 Yes 0 Diamond Bar 91765 33.992416 -117.807874 7 21 None Yes 14.81 No Yes Fiber Optic 25 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.05 1818.9 0 0 311.01 2129.91 Stayed 0684-AOSIH Male 42 Yes 0 Oro Grande 92368 34.647959 -117.296957 1 1 None Yes 12.04 No Yes Cable 5 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95 95 0 0 12.04 107.04 Churned Dissatisfaction Network reliability 0685-MLYYM Female 74 No 0 Buena Park 90620 33.845706 -118.012204 0 2 Offer E Yes 9.86 No Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.75 154.85 0 0 19.72 174.57 Churned Price Long distance charges 0687-ZVTHB Male 24 Yes 0 Richmond 94805 37.941456 -122.320968 1 65 Offer B Yes 26.75 Yes Yes Cable 51 Yes Yes Yes No No Yes Yes Yes One Year No Credit Card 72.45 4653.85 14.23 0 1738.75 6378.37 Churned Competitor Competitor offered more data 0689-DSXGL Female 61 Yes 1 Yreka 96097 41.764869 -122.671316 3 52 Offer B Yes 16.87 No Yes Fiber Optic 24 No Yes Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 85.8 4433.3 0 0 877.24 5310.54 Stayed 0689-NKYLF Male 42 No 0 Los Angeles 90066 34.002028 -118.430656 0 13 Offer D Yes 35.4 No Yes Fiber Optic 18 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 83.2 1060.6 0 0 460.2 1520.8 Churned Attitude Attitude of support person 0690-SRQID Male 20 No 0 Stockton 95203 37.954089 -121.329761 0 4 Offer E Yes 18.28 No No Month-to-Month Yes Credit Card 19.65 67.55 0 0 73.12 140.67 Stayed 0691-IFBQW Female 65 No 0 Biola 93606 36.798882 -120.019511 0 46 None Yes 2.37 Yes Yes Fiber Optic 20 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 110 4874.8 0 0 109.02 4983.82 Churned Competitor Competitor made better offer 0691-JVSYA Female 24 Yes 0 Pasadena 91103 34.167465 -118.165327 5 53 None Yes 40.62 No Yes Fiber Optic 73 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 94.85 5000.2 18.55 0 2152.86 7134.51 Churned Competitor Competitor had better devices 0691-NIKRI Female 41 No 0 Elverta 95626 38.734997 -121.463719 0 40 Offer B Yes 16.73 Yes Yes Fiber Optic 14 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 105.95 4335.2 0 0 669.2 5004.4 Stayed 0696-UKTOX Male 64 No 1 North Hills 91343 34.238802 -118.482296 0 23 None Yes 8.4 No Yes Cable 27 No Yes No Yes No No No No Month-to-Month No Bank Withdrawal 54.15 1312.45 0 40 193.2 1545.65 Stayed 0697-ZMSWS Male 19 No 0 Los Angeles 90023 34.017697 -118.200577 0 4 None Yes 6.91 Yes Yes Fiber Optic 53 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.65 338.9 0 0 27.64 366.54 Churned Dissatisfaction Limited range of services 0699-NDKJM Female 45 Yes 0 Westlake Village 91361 34.130992 -118.894673 1 57 Offer B No Yes Cable 22 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 58.75 3437.45 0 0 0 3437.45 Stayed 0701-RFGFI Female 56 Yes 6 La Mesa 91941 32.759327 -116.99726 6 49 Offer B Yes 8.18 Yes Yes Fiber Optic 53 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.4 4613.95 0 0 400.82 5014.77 Stayed 0701-TJSEF Male 45 No 0 Santa Barbara 93105 34.037342 -119.80079 0 9 Offer E Yes 32.31 No Yes Cable 24 Yes No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 68.25 576.95 0 0 290.79 867.74 Stayed 0702-PGIBZ Male 28 No 0 Dutch Flat 95714 39.197215 -120.83679 0 4 Offer E Yes 26.16 Yes Yes Fiber Optic 85 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.7 364.55 1.48 0 104.64 467.71 Churned Competitor Competitor made better offer 0704-VCUMB Female 64 Yes 0 San Diego 92103 32.747484 -117.166877 1 61 None Yes 10.94 No No Two Year No Credit Card 20.25 1278.8 5.15 0 667.34 1940.99 Stayed 0707-HOVVN Female 79 No 0 Mi Wuk Village 95346 38.121601 -120.133915 0 70 Offer A Yes 47.27 Yes Yes Cable 3 No Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 75.5 5212.65 0 0 3308.9 8521.55 Stayed 0708-LGSMF Male 56 Yes 0 Milpitas 95035 37.441931 -121.878502 1 13 Offer D Yes 14.32 Yes Yes DSL 4 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 65.85 902.25 0 0 186.16 1088.41 Stayed 0708-SJDIS Female 32 No 0 West Hollywood 90069 34.093781 -118.381061 0 34 Offer C Yes 45.28 Yes Yes Cable 27 No No No Yes Yes No No Yes Month-to-Month No Credit Card 65 2157.5 0 0 1539.52 3697.02 Stayed 0709-TVGUR Female 70 No 0 Stockton 95207 38.002125 -121.324979 0 9 None Yes 17.56 Yes Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.55 622.9 33.25 0 158.04 747.69 Churned Competitor Competitor had better devices 0716-BQNDX Male 77 No 0 Madera 93637 36.902954 -120.194274 0 57 None Yes 2.21 Yes Yes Fiber Optic 11 Yes No No Yes No Yes Yes Yes Two Year No Bank Withdrawal 93.75 5625.55 0 0 125.97 5751.52 Stayed 0719-SYFRB Female 52 No 0 Norco 92860 33.925833 -117.559639 0 12 Offer D Yes 36.24 Yes Yes DSL 30 Yes No Yes Yes No No No Yes Month-to-Month Yes Mailed Check 61.65 713.75 0 0 434.88 1148.63 Churned Competitor Competitor offered higher download speeds 0722-SVSFK Female 45 No 0 Half Moon Bay 94019 37.45567 -122.407992 0 7 None Yes 39.02 No Yes Fiber Optic 25 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.4 715 0 0 273.14 988.14 Stayed 0722-TROQR Female 68 No 0 Davis 95616 38.508735 -121.678813 0 4 None Yes 26.23 Yes Yes Fiber Optic 29 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.9 321.75 0 0 104.92 426.67 Churned Price Lack of affordable download/upload speed 0723-DRCLG Female 73 Yes 0 Fallbrook 92028 33.362575 -117.299644 1 1 None Yes 31.27 Yes Yes Fiber Optic 11 No No No No No No No No Month-to-Month Yes Bank Withdrawal 74.45 74.45 0 10 31.27 115.72 Churned Other Don't know 0723-FDLAY Male 54 No 0 Gold Run 95717 39.170376 -120.838404 0 44 Offer B Yes 49.57 Yes Yes Cable 21 No Yes Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 85.25 3704.15 0 100 2181.08 5985.23 Stayed 0723-VSOBE Female 67 No 0 Dos Rios 95429 39.756049 -123.358701 0 45 Offer B No Yes Cable 4 No No No No No Yes No No One Year No Bank Withdrawal 34.2 1596.6 0 0 0 1596.6 Stayed 0725-CXOTM Female 29 No 0 Manteca 95337 37.750822 -121.238423 0 36 None Yes 44.7 Yes Yes DSL 59 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 89.65 3348.1 0 0 1609.2 4957.3 Stayed 0727-BMPLR Female 66 No 0 Fresno 93706 36.654614 -119.903674 0 55 None Yes 37.38 Yes Yes Fiber Optic 7 No No Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 100 5509.3 0 100 2055.9 7665.2 Churned Competitor Competitor offered higher download speeds 0727-BNRLG Male 41 No 0 Los Angeles 90064 34.037251 -118.423573 0 69 Offer A Yes 49.35 Yes Yes Fiber Optic 30 No Yes Yes Yes Yes No No Yes Two Year Yes Credit Card 97.65 6743.55 0 0 3405.15 10148.7 Stayed 0727-IWKVK Male 35 Yes 0 Yermo 92398 35.013299 -116.834092 0 9 Offer E Yes 19.18 No Yes Fiber Optic 27 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 79.9 741.7 0 0 172.62 914.32 Churned Price Extra data charges 0730-BGQGF Male 48 Yes 3 Grover Beach 93433 35.120833 -120.61843 1 71 Offer A Yes 15.71 Yes Yes DSL 57 Yes Yes Yes Yes Yes Yes Yes No Two Year No Credit Card 90.3 6287.3 0 100 1115.41 7502.71 Stayed 0730-KOAVE Male 53 No 0 Redwood City 94062 37.410567 -122.297152 0 30 Offer C Yes 41.66 Yes Yes Fiber Optic 28 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 94.3 2679.7 0 0 1249.8 3929.5 Stayed 0731-EBJQB Female 24 Yes 0 Downey 90240 33.956228 -118.120993 3 52 Offer B Yes 5.65 No No One Year Yes Bank Withdrawal 20.4 1090.65 0 0 293.8 1384.45 Stayed 0732-OCQOC Female 30 Yes 0 Death Valley 92328 36.27688 -117.033326 10 52 Offer B Yes 5.32 Yes No Two Year Yes Bank Withdrawal 25.05 1270.25 0 0 276.64 1546.89 Stayed 0733-VUNUW Male 43 No 0 San Francisco 94114 37.758085 -122.434801 0 24 None Yes 8.99 Yes Yes DSL 5 Yes No No No No No No No Month-to-Month Yes Bank Withdrawal 55.65 1400.55 0 60 215.76 1676.31 Churned Competitor Competitor had better devices 0734-OXWBT Male 44 No 1 Covina 91722 34.097345 -117.906736 0 3 Offer E Yes 25.04 No Yes Cable 17 No No No Yes Yes Yes Yes Yes Month-to-Month No Credit Card 70.7 225.65 0 0 75.12 300.77 Joined 0739-UUAJR Female 61 Yes 1 Mountain View 94040 37.380662 -122.086022 10 72 Offer A No Yes Cable 14 Yes No Yes No Yes Yes Yes Yes Two Year Yes Credit Card 53.8 3952.45 0 0 0 3952.45 Stayed 0742-LAFQK Male 52 Yes 0 Fullerton 92833 33.877639 -117.961212 1 72 None Yes 28.86 Yes Yes Fiber Optic 8 Yes Yes Yes No No Yes Yes Yes Two Year Yes Bank Withdrawal 99.15 7422.1 0 0 2077.92 9500.02 Stayed 0742-MOABM Male 50 Yes 0 Fallbrook 92028 33.362575 -117.299644 2 4 None Yes 9.67 No Yes Cable 22 No No No Yes No No No Yes Month-to-Month No Credit Card 50.05 179.35 0 0 38.68 218.03 Churned Competitor Competitor made better offer 0742-NXBGR Female 64 No 0 Adin 96006 41.171578 -120.913161 0 1 Offer E Yes 33.41 No Yes Fiber Optic 28 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 82.3 82.3 0 0 33.41 115.71 Churned Competitor Competitor had better devices 0743-HNPFG Female 50 Yes 0 Butte City 95920 39.449794 -121.936372 2 51 None Yes 17.95 No Yes DSL 14 Yes Yes No Yes No Yes Yes Yes One Year Yes Credit Card 69.75 3562.5 0 0 915.45 4477.95 Stayed 0743-HRVFF Female 42 Yes 3 Bakersfield 93309 35.342891 -119.064803 4 51 None No Yes DSL 76 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 56.15 2898.95 0 0 0 2898.95 Stayed 0744-BIKKF Male 39 No 0 Mecca 92254 33.543835 -115.993906 0 72 Offer A Yes 11.41 Yes Yes DSL 17 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 86.65 6224.8 0 0 821.52 7046.32 Stayed 0744-GKNGE Female 31 Yes 2 Inglewood 90305 33.958134 -118.330905 0 64 Offer B Yes 27.74 Yes Yes Fiber Optic 12 Yes No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 86.8 5327.25 0 0 1775.36 7102.61 Stayed 0746-JTRFU Male 22 No 0 Kingsburg 93631 36.478239 -119.52137 0 2 Offer E No Yes Cable 73 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 25.05 56.35 0 0 0 56.35 Churned Dissatisfaction Product dissatisfaction 0748-RDGGM Male 38 Yes 0 Tarzana 91356 34.157137 -118.548511 1 70 None Yes 39.63 No Yes Fiber Optic 26 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 109.5 7534.65 0 0 2774.1 10308.75 Churned Price Long distance charges 0749-IRGQE Female 68 Yes 0 Buena Park 90621 33.874224 -117.993368 5 13 None No Yes DSL 9 No No No No Yes Yes No Yes Month-to-Month No Bank Withdrawal 45.3 528.45 0 0 0 528.45 Stayed 0750-EBAIU Male 43 No 0 Temecula 92590 33.475493 -117.219551 0 52 Offer B Yes 31.31 No Yes Fiber Optic 12 Yes No Yes No Yes No No Yes One Year No Bank Withdrawal 91.25 4738.3 0 0 1628.12 6366.42 Stayed 0750-EKNGL Male 44 No 0 Hyampom 96046 40.648024 -123.465088 0 7 Offer E Yes 47.19 No No Month-to-Month No Mailed Check 20.75 141.1 0 0 330.33 471.43 Stayed 0754-EEBDC Male 25 Yes 1 Covina 91723 34.084747 -117.886844 1 4 Offer E Yes 24.57 No No Two Year No Mailed Check 19.9 76.65 0 0 98.28 174.93 Stayed 0754-UKWQP Male 63 No 0 Cool 95614 38.880622 -120.973865 0 2 None Yes 37.43 No Yes Fiber Optic 18 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.85 197.7 0 0 74.86 272.56 Churned Competitor Competitor had better devices 0756-MPZRL Male 35 No 0 Pauma Valley 92061 33.313828 -116.940501 0 46 Offer B No Yes DSL 18 No No Yes Yes No No No Yes One Year No Credit Card 33.7 1537.85 0 0 0 1537.85 Stayed 0757-WCUUZ Male 29 Yes 3 June Lake 93529 37.730269 -119.055813 1 54 Offer B Yes 36.09 Yes Yes DSL 59 No No Yes No No Yes Yes Yes Two Year No Credit Card 63.35 3409.1 0 0 1948.86 5357.96 Stayed 0761-AETCS Female 58 No 0 Colton 92324 34.030915 -117.273201 0 1 Offer E Yes 25.62 No No Month-to-Month No Bank Withdrawal 19.3 19.3 0 0 25.62 44.92 Churned Attitude Attitude of support person 0769-MURVM Female 44 Yes 2 Carmel Valley 93924 36.414611 -121.6386 5 72 Offer A No Yes Cable 23 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 65.7 4575.35 0 0 0 4575.35 Stayed 0771-CHWSK Male 56 No 0 Brawley 92227 33.03933 -115.191857 0 66 Offer A Yes 45.57 Yes Yes DSL 11 Yes Yes Yes No No Yes Yes Yes Two Year Yes Credit Card 74.6 4798.4 0 0 3007.62 7806.02 Stayed 0771-WLCLA Female 49 Yes 1 Big Bear Lake 92315 34.242058 -116.89802 8 16 Offer D Yes 46.45 Yes Yes Fiber Optic 12 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 112.95 1882.55 0 0 743.2 2625.75 Stayed 0772-GYEQQ Male 33 No 0 Lodi 95240 38.123544 -121.159078 0 3 Offer E Yes 49.4 No Yes Fiber Optic 10 No No Yes Yes Yes No No Yes Month-to-Month Yes Credit Card 88.35 262.05 0 0 148.2 410.25 Churned Competitor Competitor offered more data 0774-IFUVM Male 19 Yes 2 Stockton 95202 37.959706 -121.287669 7 11 None Yes 16.71 Yes Yes DSL 59 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 65.15 723.35 0 0 183.81 907.16 Stayed 0774-RMNUW Female 44 Yes 1 Pala 92059 33.384345 -117.072619 6 71 Offer A No Yes Cable 19 Yes Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 59.7 4122.65 0 0 0 4122.65 Stayed 0778-NELLA Male 43 No 0 Anaheim 92805 33.830209 -117.906099 0 9 None No Yes DSL 9 No No No No Yes No No Yes Month-to-Month Yes Credit Card 34.7 296.1 0 0 0 296.1 Churned Competitor Competitor offered higher download speeds 0780-XNZFN Male 60 No 0 Oakland 94618 37.84551 -122.235181 0 57 None Yes 1.69 No No Two Year No Bank Withdrawal 20.65 1125.6 0 0 96.33 1221.93 Stayed 0781-LKXBR Male 65 No 0 San Francisco 94102 37.7795 -122.419233 0 9 None Yes 48.71 Yes Yes Fiber Optic 15 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.5 918.6 0 0 438.39 1356.99 Churned Competitor Competitor had better devices 0784-GTUUK Male 26 Yes 0 Newman 95360 37.343846 -121.039391 6 62 None Yes 32.28 Yes No One Year Yes Credit Card 23.75 1446.8 0 0 2001.36 3448.16 Stayed 0784-ZQJZX Male 22 No 1 Spreckels 93962 36.624641 -121.647195 0 72 None Yes 31.93 No No Two Year No Credit Card 19.9 1529.65 0 0 2298.96 3828.61 Stayed 0786-IVLAW Female 72 No 0 Valley Village 91607 34.165783 -118.399795 0 66 None Yes 3.57 Yes Yes Fiber Optic 28 No Yes Yes No Yes Yes No Yes One Year No Bank Withdrawal 108.1 7238.6 0 0 235.62 7474.22 Stayed 0786-VSSUD Male 68 No 0 San Diego 92123 32.808814 -117.134694 0 16 None No Yes DSL 24 No Yes No No Yes No No Yes Month-to-Month Yes Mailed Check 39 679.85 0 0 0 679.85 Churned Competitor Competitor had better devices 0787-LHDYT Male 36 No 0 Carmel Valley 93924 36.414611 -121.6386 0 16 Offer D Yes 33.44 No No Month-to-Month Yes Credit Card 20.6 330.25 0 0 535.04 865.29 Stayed 0788-DXBFY Male 54 Yes 0 Tustin 92780 33.735802 -117.818805 3 58 Offer B Yes 27.93 No No One Year Yes Bank Withdrawal 19.55 1108.8 0 0 1619.94 2728.74 Stayed 0793-TWELN Female 27 No 0 Los Angeles 90026 34.078991 -118.263804 0 4 Offer E Yes 6.5 Yes Yes Fiber Optic 73 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.15 319.85 0 0 26 345.85 Stayed 0794-YVSGE Male 29 Yes 1 Pasadena 91101 34.146635 -118.139225 9 72 Offer A Yes 27.16 No No Two Year No Bank Withdrawal 20.3 1401.15 0 0 1955.52 3356.67 Stayed 0795-GMVQO Male 36 Yes 0 San Diego 92105 32.741859 -117.090353 1 67 None Yes 23.13 Yes Yes Fiber Optic 24 Yes Yes Yes No Yes Yes Yes Yes One Year No Credit Card 109.9 7332.4 0 0 1549.71 8882.11 Stayed 0795-LAFGP Male 25 Yes 0 Fullerton 92835 33.902211 -117.914922 1 71 None Yes 3.57 Yes Yes DSL 52 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 90.4 6668.05 0 0 253.47 6921.52 Stayed 0795-XCCTE Male 80 No 0 Bishop 93514 37.04584 -118.397236 0 72 Offer A Yes 26.01 Yes No Two Year No Bank Withdrawal 25.4 1809.35 0 0 1872.72 3682.07 Stayed 0799-DDIHE Female 24 Yes 3 Grenada 96038 41.599978 -122.539381 7 15 Offer D Yes 24.27 No Yes Cable 27 No No No No No No No Yes Month-to-Month No Bank Withdrawal 46.3 639.45 0 0 364.05 1003.5 Stayed 0804-XBFBV Female 49 No 1 Foothill Ranch 92610 33.698728 -117.67768 0 11 None No Yes DSL 19 No No No No No No No Yes Month-to-Month No Bank Withdrawal 25.2 321.05 0 0 0 321.05 Stayed 0804-YGEQV Female 59 Yes 1 Palm Desert 92211 33.762759 -116.324817 9 43 Offer B Yes 28.03 Yes No One Year Yes Bank Withdrawal 24.45 993.15 41.33 0 1205.29 2157.11 Stayed 0807-ZABDG Female 43 No 2 Woodland 95776 38.694081 -121.694431 0 3 Offer E Yes 26.04 No Yes Cable 16 Yes No No Yes No No No Yes Month-to-Month Yes Mailed Check 55.1 154.65 0 0 78.12 232.77 Churned Competitor Competitor offered higher download speeds 0810-BDHAW Female 54 Yes 0 Chowchilla 93610 37.100948 -120.270136 4 24 None Yes 31.62 Yes Yes DSL 12 Yes Yes No No Yes Yes Yes No One Year No Bank Withdrawal 78.4 1832.4 0 130 758.88 2721.28 Stayed 0810-DHDBD Female 31 No 0 Rohnert Park 94928 38.34719 -122.697822 0 52 None Yes 21.38 Yes Yes Cable 21 Yes No Yes Yes Yes No No Yes One Year No Credit Card 74 3877.65 0 0 1111.76 4989.41 Stayed 0811-GSDTP Female 50 No 2 Alameda 94502 37.724817 -122.224363 0 13 None No Yes Cable 19 No Yes No No No No No No Month-to-Month No Bank Withdrawal 30.15 382.2 0 10 0 392.2 Stayed 0812-WUPTB Male 65 Yes 0 Corona Del Mar 92625 33.600987 -117.862734 1 1 Offer E Yes 49.6 No Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month No Credit Card 70.85 70.85 0 0 49.6 120.45 Churned Price Long distance charges 0813-TAXXS Male 48 No 0 Alderpoint 95511 40.166028 -123.584144 0 55 None Yes 26.3 Yes Yes DSL 23 No No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 77.8 4323.35 0 0 1446.5 5769.85 Stayed 0815-MFZGM Female 54 Yes 0 Morgan Hill 95037 37.161544 -121.649371 9 42 None Yes 1.31 No Yes Fiber Optic 17 No No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 99 4135 0 0 55.02 4190.02 Stayed 0816-TSPHQ Male 35 No 0 Kettleman City 93239 35.996923 -120.000951 0 2 None Yes 27.67 No No Month-to-Month No Credit Card 20.75 44.2 0 0 55.34 99.54 Joined 0817-HSUSE Male 26 No 0 Altadena 91001 34.196837 -118.142236 0 1 None Yes 5.63 No Yes Cable 52 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 75.5 75.5 0 0 5.63 81.13 Joined 0818-OCPZO Male 80 No 0 Los Angeles 90059 33.927254 -118.249826 0 27 None Yes 42.91 Yes Yes Fiber Optic 5 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 81.45 2122.05 0 0 1158.57 3280.62 Churned Competitor Competitor offered more data 0820-FNRNX Male 48 Yes 3 Lafayette 94549 37.907777 -122.127161 1 17 Offer D Yes 29.87 Yes Yes DSL 53 No Yes Yes Yes No No No Yes Month-to-Month Yes Mailed Check 66.7 1077.05 0 0 507.79 1584.84 Stayed 0822-GAVAP Female 19 No 0 Posey 93260 35.861928 -118.636698 0 2 Offer E No Yes DSL 76 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 34.7 62.25 0 0 0 62.25 Churned Competitor Competitor made better offer 0822-QGCXA Female 76 Yes 0 Los Angeles 90068 34.137411 -118.328915 5 27 Offer C Yes 3.43 Yes Yes DSL 21 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 83.85 2310.2 0 0 92.61 2402.81 Stayed 0823-HSCDJ Male 76 No 0 Temecula 92592 33.507255 -117.029473 0 52 None No Yes DSL 18 No Yes No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 49.15 2550.9 0 30 0 2580.9 Churned Competitor Competitor made better offer 0824-VWDPO Female 58 No 0 Mckinleyville 95519 40.965011 -124.015255 0 45 None Yes 1.57 Yes Yes Fiber Optic 30 Yes Yes No No No Yes Yes Yes One Year No Bank Withdrawal 96.75 4442.75 0 0 70.65 4513.4 Stayed 0825-CPPQH Female 26 Yes 0 Laytonville 95454 39.806141 -123.531098 2 71 None Yes 39.44 No No Two Year No Credit Card 19.1 1372.45 0 0 2800.24 4172.69 Stayed 0827-ITJPH Male 33 No 0 Los Angeles 90047 33.958149 -118.308441 0 36 Offer C Yes 8.5 No No Two Year Yes Credit Card 18.55 689 0 0 306 995 Stayed 0829-DDVLK Female 58 No 0 Orange 92866 33.784597 -117.844535 0 15 None Yes 9.74 No No One Year No Credit Card 20.1 302.45 0 0 146.1 448.55 Stayed 0829-XXPLX Female 48 No 0 Cutler 93615 36.497895 -119.285484 0 20 None Yes 30.52 No Yes Fiber Optic 21 Yes No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.4 1871.15 0 0 610.4 2481.55 Stayed 0831-JNISG Male 52 Yes 2 San Jose 95148 37.339533 -121.777179 9 71 Offer A Yes 23.34 No No Two Year No Credit Card 19.8 1396.25 0 0 1657.14 3053.39 Stayed 0835-DUUIQ Female 55 No 0 Alameda 94501 37.774633 -122.274434 0 24 None Yes 47.31 No No One Year No Bank Withdrawal 21.05 531.55 0 0 1135.44 1666.99 Stayed 0835-JKADZ Female 29 No 0 San Francisco 94107 37.768881 -122.395521 0 71 None Yes 41.92 Yes Yes Fiber Optic 53 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 111.25 7984.15 0 0 2976.32 10960.47 Stayed 0836-SEYLU Male 64 Yes 0 San Diego 92128 33.000269 -117.072093 2 9 Offer E No Yes DSL 26 No No No Yes Yes No No Yes Month-to-Month No Mailed Check 40.65 328.95 0 0 0 328.95 Churned Competitor Competitor had better devices 0839-JTCUD Female 31 Yes 0 Mission Viejo 92691 33.611945 -117.665867 9 66 None Yes 36.36 Yes Yes Cable 3 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 89.9 5958.85 0 0 2399.76 8358.61 Stayed 0839-QNXME Female 35 No 0 Surfside 90743 33.728273 -118.085304 0 30 None Yes 9.27 No No Two Year No Credit Card 19.4 578.5 0 0 278.1 856.6 Stayed 0840-DCNZE Male 33 No 0 Newport Beach 92661 33.601309 -117.902304 0 47 Offer B Yes 36.78 No Yes DSL 25 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal -2 4138.9 0 0 1728.66 5867.56 Stayed 0840-DFEZH Female 63 No 0 Los Angeles 90036 34.070291 -118.349191 0 7 None Yes 25.17 Yes Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.35 564.65 0 0 176.19 740.84 Stayed 0841-NULXI Male 38 No 0 Stockton 95209 38.044523 -121.348048 0 1 None No Yes DSL 26 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 35.55 35.55 0 0 0 35.55 Churned Other Don't know 0842-IWYCP Female 19 No 0 Helendale 92342 34.757783 -117.33997 0 46 None Yes 40.32 No Yes Cable 51 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.95 2168.9 0 0 1854.72 4023.62 Stayed 0843-WTBXE Male 38 No 0 San Diego 92126 32.886925 -117.152162 0 53 None Yes 16.43 Yes Yes Fiber Optic 29 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 85.45 4517.25 0 0 870.79 5388.04 Churned Other Don't know 0847-HGRML Male 44 No 2 North Palm Springs 92258 33.906496 -116.569499 0 62 None Yes 24.48 No No Two Year No Bank Withdrawal 20 1250.1 0 0 1517.76 2767.86 Stayed 0848-SOMKO Male 23 No 0 Shingle Springs 95682 38.598936 -120.963092 0 70 None No Yes DSL 26 Yes No Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 48.4 3442.8 0 0 0 3442.8 Stayed 0848-ZGQIJ Female 56 Yes 0 Saratoga 95070 37.257772 -122.051824 3 16 Offer D Yes 10.5 No Yes Fiber Optic 2 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.65 1461.15 0 0 168 1629.15 Stayed 0851-DFJKB Female 57 No 0 Concord 94518 37.950248 -122.022455 0 15 None Yes 30.54 No Yes DSL 11 Yes No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 58.95 955.15 0 0 458.1 1413.25 Stayed 0853-NWIFK Female 27 No 0 Woodacre 94973 38.005839 -122.638155 0 45 None Yes 1.03 No Yes Fiber Optic 47 Yes Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 100.3 4483.95 0 0 46.35 4530.3 Stayed 0853-TWRVK Male 59 Yes 0 North Hollywood 91606 34.187599 -118.387125 5 72 None Yes 6.15 Yes Yes Fiber Optic 5 Yes Yes Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 105.6 7581.5 0 0 442.8 8024.3 Stayed 0854-UYHZD Female 21 Yes 3 West Covina 91792 34.024405 -117.898722 1 13 None Yes 42.23 No No Two Year No Mailed Check 19.55 265.3 0 0 548.99 814.29 Stayed 0856-NAOES Male 29 No 0 Concord 94519 37.990118 -122.012188 0 6 Offer E Yes 45.67 No Yes DSL 71 No No Yes No Yes No No Yes Month-to-Month No Credit Card 60.9 414.1 0 0 274.02 688.12 Stayed 0859-YGKFW Male 56 Yes 3 Olivehurst 95961 39.082568 -121.55325 1 18 Offer D Yes 28.06 No No One Year No Bank Withdrawal 20.05 345.9 0 0 505.08 850.98 Stayed 0862-PRCBS Female 32 Yes 3 San Francisco 94132 37.722302 -122.491129 6 68 None Yes 16.09 Yes Yes Fiber Optic 53 No Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 103.75 7039.45 0 0 1094.12 8133.57 Stayed 0864-FVJNJ Female 63 Yes 1 Trinidad 95570 41.162295 -124.027381 1 64 Offer B Yes 6.83 Yes Yes Fiber Optic 19 Yes Yes Yes Yes Yes Yes Yes No One Year No Bank Withdrawal 113.35 7222.75 0 20 437.12 7679.87 Stayed 0866-QLSIR Female 53 No 0 Garden Grove 92843 33.764018 -117.931507 0 34 Offer C Yes 34.41 Yes Yes DSL 4 Yes Yes No Yes No No No Yes One Year Yes Mailed Check 64.4 2088.75 0 0 1169.94 3258.69 Churned Attitude Attitude of support person 0867-LDTTC Male 51 No 0 Sacramento 95830 38.490508 -121.284171 0 5 None Yes 45.69 No Yes Cable 4 No No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 75.15 392.65 0 0 228.45 621.1 Stayed 0867-MKZVY Female 26 Yes 1 Altadena 91001 34.196837 -118.142236 5 20 None Yes 36.6 Yes Yes Fiber Optic 51 Yes No No No No No Yes Yes Month-to-Month No Bank Withdrawal 82.4 1592.35 33.43 0 732 2290.92 Churned Price Price too high 0868-VJRDR Male 61 Yes 0 Cassel 96016 40.936285 -121.572692 1 64 None Yes 4.76 No Yes Fiber Optic 8 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 104.05 6605.55 0 0 304.64 6910.19 Stayed 0869-PAPRP Female 68 Yes 0 Pixley 93256 35.957019 -119.330928 4 26 None Yes 46.24 No Yes Fiber Optic 4 No No Yes No Yes No No Yes Two Year Yes Credit Card 85.7 2067 0 0 1202.24 3269.24 Stayed 0870-VEMYL Female 34 No 0 Columbia 95310 38.085839 -120.37855 0 5 Offer E Yes 24.32 No Yes Cable 22 Yes No No Yes No No No No Month-to-Month No Credit Card 53.85 259.8 22.96 10 121.6 368.44 Churned Competitor Competitor offered higher download speeds 0871-OPBXW Female 57 No 0 Escondido 92027 33.141265 -116.967221 0 2 Offer E Yes 6.85 No No Month-to-Month Yes Mailed Check 20.05 39.25 0 0 13.7 52.95 Joined 0871-URUWO Male 36 Yes 0 Sheep Ranch 95250 38.244806 -120.417301 1 13 None Yes 30.55 Yes Yes Fiber Optic 28 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 102.25 1359 0 0 397.15 1756.15 Churned Competitor Competitor had better devices 0872-CASZJ Male 30 Yes 0 Hamilton City 95951 39.732767 -122.042298 1 59 Offer B Yes 20.5 Yes Yes Cable 53 Yes No No Yes No Yes Yes Yes One Year Yes Credit Card 69.1 4096.9 0 0 1209.5 5306.4 Stayed 0872-JCPIB Male 47 No 0 Pinecrest 95364 38.224869 -119.755729 0 17 Offer D Yes 47.45 Yes Yes DSL 5 Yes No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 65.75 1111.2 0 0 806.65 1917.85 Stayed 0872-NXJYS Female 40 No 0 West Hollywood 90069 34.093781 -118.381061 0 9 None Yes 45.41 No Yes Fiber Optic 23 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.55 723.4 0 0 408.69 1132.09 Churned Competitor Competitor offered more data 0875-CABNR Female 70 No 0 San Luis Obispo 93401 35.233745 -120.626442 0 10 None Yes 16.85 No Yes Fiber Optic 30 No No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 84.6 865.55 0 0 168.5 1034.05 Churned Attitude Attitude of support person 0876-WDUUZ Female 62 No 0 Pine Grove 95665 38.400264 -120.641274 0 5 Offer E Yes 43.51 No Yes Fiber Optic 17 No No No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 85.4 425.9 0 0 217.55 643.45 Churned Price Long distance charges 0877-SDMBN Female 20 No 0 San Diego 92126 32.886925 -117.152162 0 54 None Yes 43.47 Yes Yes Fiber Optic 82 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.95 5639.05 0 0 2347.38 7986.43 Churned Competitor Competitor made better offer 0880-FVFWF Male 32 No 0 Livermore 94550 37.571748 -121.659562 0 56 Offer B Yes 37.15 Yes Yes Fiber Optic 13 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 86.4 4922.4 0 0 2080.4 7002.8 Stayed 0880-TKATG Male 21 Yes 0 Lucerne Valley 92356 34.508417 -116.856103 3 4 Offer E Yes 9.56 Yes Yes Fiber Optic 48 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 101.15 385.9 0 0 38.24 424.14 Churned Competitor Competitor had better devices 0883-EIBTI Female 23 No 0 Clarksburg 95612 38.384648 -121.578701 0 2 None Yes 28.02 No No Month-to-Month No Mailed Check 19.5 31.55 0 0 56.04 87.59 Churned Dissatisfaction Limited range of services 0885-HMGPY Male 55 No 0 Honeydew 95545 40.342928 -124.063329 0 62 Offer B Yes 41.13 Yes Yes Cable 12 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 69.4 4237.5 0 0 2550.06 6787.56 Stayed 0886-QGENL Female 72 Yes 0 San Diego 92104 32.741499 -117.127409 1 27 None Yes 45.82 No Yes Fiber Optic 13 Yes No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 101.25 2754.45 0 0 1237.14 3991.59 Churned Attitude Attitude of service provider 0887-HJGAR Male 57 No 0 Coalinga 93210 36.186867 -120.387793 0 1 Offer E Yes 5.55 No Yes DSL 13 No No No No No No No Yes Month-to-Month Yes Mailed Check 45.7 45.7 0 0 5.55 51.25 Churned Competitor Competitor offered higher download speeds 0887-WBJVH Female 29 Yes 0 Cressey 95312 37.420273 -120.66527 1 53 Offer B Yes 38.35 No Yes Fiber Optic 82 No No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 93.45 4872.2 0 0 2032.55 6904.75 Stayed 0895-DQHEW Male 47 Yes 0 Burney 96013 40.946785 -121.719489 1 54 None Yes 35.46 Yes Yes Fiber Optic 23 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.3 5278.15 11.45 0 1914.84 7181.54 Churned Competitor Competitor offered more data 0895-LMRSF Male 34 No 0 Imperial Beach 91932 32.579134 -117.119009 0 23 None Yes 46.4 No Yes Cable 23 No No No No Yes Yes Yes No One Year Yes Bank Withdrawal 64.9 1509.8 0 130 1067.2 2707 Stayed 0895-LNKRC Male 53 Yes 3 El Monte 91732 34.074492 -118.01462 10 6 Offer E Yes 1.57 No No One Year No Credit Card 19.45 113.5 0 0 9.42 122.92 Stayed 0895-UADGO Male 46 No 0 River Pines 95675 38.545775 -120.743325 0 8 None No Yes Cable 4 Yes No No Yes No Yes Yes Yes Two Year Yes Mailed Check 44.55 343.45 0 0 0 343.45 Stayed 0897-FEGMU Female 43 Yes 0 Los Angeles 90048 34.072945 -118.37267 1 11 Offer D Yes 31.08 Yes Yes Fiber Optic 26 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.5 1056.95 0 0 341.88 1398.83 Churned Dissatisfaction Network reliability 0898-XCGTF Male 46 Yes 0 Los Angeles 90039 34.110845 -118.259595 1 61 None Yes 21.96 Yes Yes Fiber Optic 2 No No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 96.5 5673.7 0 0 1339.56 7013.26 Stayed 0899-LIIBW Male 21 Yes 0 Forks Of Salmon 96031 41.232128 -123.194748 8 34 None Yes 33.55 Yes Yes Fiber Optic 41 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 100.85 3527.3 0 0 1140.7 4668 Stayed 0899-WZRSD Male 31 No 0 Marina Del Rey 90292 33.977468 -118.445475 0 56 None Yes 37.99 Yes Yes Fiber Optic 24 Yes No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 105.35 5794.45 0 0 2127.44 7921.89 Stayed 0902-RFHOF Male 38 No 0 Loomis 95650 38.809175 -121.171375 0 38 None Yes 22.23 No No One Year No Credit Card 20.1 730.1 0 0 844.74 1574.84 Stayed 0902-XKXPN Male 29 Yes 1 Redding 96001 40.587919 -122.464732 2 69 None Yes 23.55 No No Two Year No Bank Withdrawal 20.2 1376.5 0 0 1624.95 3001.45 Stayed 0906-QVPMS Male 29 Yes 0 Monterey 93940 36.362741 -121.869685 4 72 Offer A Yes 35.71 Yes Yes Fiber Optic 58 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 115.15 8349.45 0 0 2571.12 10920.57 Stayed 0907-HQNTS Female 74 Yes 0 Pittsburg 94565 38.006047 -121.916834 8 70 Offer A Yes 46.2 Yes Yes Fiber Optic 14 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Credit Card 113 7987.6 0 0 3234 11221.6 Stayed 0909-SDHNU Female 33 No 2 Los Angeles 90036 34.070291 -118.349191 0 7 None No Yes Cable 19 Yes No No No No No No Yes Month-to-Month No Credit Card 29.8 201.95 0 0 0 201.95 Stayed 0909-SELIE Male 53 Yes 0 Clearlake Oaks 95423 39.07116 -122.598542 1 61 None Yes 43.48 Yes Yes DSL 20 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 80.8 4860.85 17.17 0 2652.28 7495.96 Stayed 0913-XWSCN Male 29 Yes 2 Sun City 92585 33.739412 -117.173334 1 55 Offer B Yes 41.89 Yes Yes Fiber Optic 52 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 85.5 4713.4 0 0 2303.95 7017.35 Stayed 0916-KNFAJ Male 37 Yes 0 San Jose 95133 37.371862 -121.860349 1 61 Offer B Yes 4.69 Yes Yes Cable 4 Yes No Yes No No Yes Yes Yes Two Year Yes Credit Card 69.9 4226.7 0 0 286.09 4512.79 Stayed 0916-QOFDP Female 79 Yes 1 Randsburg 93554 35.405722 -117.773354 5 14 None Yes 14.39 Yes Yes Fiber Optic 30 No No No No Yes Yes No Yes Two Year Yes Bank Withdrawal 95.8 1346.3 0 0 201.46 1547.76 Stayed 0917-EZOLA Male 66 Yes 0 Lakewood 90713 33.847755 -118.112532 0 72 None Yes 6.03 Yes Yes Fiber Optic 2 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 104.15 7689.95 0 0 434.16 8124.11 Churned Price Extra data charges 0921-OHLVP Male 35 No 0 Paradise 95969 39.69676 -121.644379 0 22 Offer D Yes 11.46 Yes Yes Fiber Optic 16 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 83.05 1799.3 0 0 252.12 2051.42 Stayed 0923-PNFUB Female 55 No 0 Westlake Village 91361 34.130992 -118.894673 0 3 Offer E Yes 46.36 No Yes Fiber Optic 4 No Yes No No Yes No No Yes Month-to-Month No Bank Withdrawal 83.75 247.25 0 0 139.08 386.33 Churned Attitude Attitude of support person 0924-BJCRC Female 70 Yes 0 Felton 95018 37.089111 -122.062213 6 60 Offer B Yes 24.68 Yes Yes Fiber Optic 19 No Yes No No No Yes No No Two Year No Bank Withdrawal 89.45 5294.6 0 10 1480.8 6785.4 Stayed 0925-VYDLG Female 40 No 0 Ludlow 92338 34.702766 -116.093376 0 3 None Yes 17.87 Yes Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month No Bank Withdrawal 75.25 242 0 0 53.61 295.61 Churned Attitude Attitude of service provider 0927-CNGRH Male 42 No 3 Alta 95701 39.218096 -120.79153 0 1 None Yes 30.63 No No Month-to-Month No Credit Card 19.55 19.55 0 0 30.63 50.18 Joined 0927-LCSMG Male 23 No 0 San Jose 95129 37.305622 -122.000887 0 7 Offer E Yes 21.58 No Yes Fiber Optic 71 No No Yes No No No Yes No Month-to-Month No Mailed Check 74.65 544.55 0 10 151.06 705.61 Churned Competitor Competitor offered more data 0928-JMXNP Male 78 Yes 0 Los Molinos 96055 40.059385 -122.091481 3 4 Offer E No Yes DSL 5 No No Yes No No No No Yes Two Year Yes Bank Withdrawal 29.9 118.25 0 0 0 118.25 Stayed 0928-XUTSN Female 22 No 0 Brawley 92227 33.03933 -115.191857 0 13 None Yes 44.99 No Yes Fiber Optic 27 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.5 1011.8 24.99 0 584.87 1571.68 Stayed 0929-HYQEW Male 20 No 0 Oakland 94601 37.776523 -122.219268 0 3 None Yes 17.42 No Yes DSL 59 Yes No No No No No No Yes Month-to-Month Yes Credit Card 50.15 160.85 0 0 52.26 213.11 Joined 0929-PECLO Female 74 No 0 Klamath 95548 41.572813 -124.035011 0 63 Offer B Yes 41.8 Yes Yes Fiber Optic 16 No No Yes No No Yes Yes Yes Two Year Yes Bank Withdrawal 89.6 5538.8 0 0 2633.4 8172.2 Stayed 0930-EHUZA Female 33 No 0 Calpine 96124 39.672813 -120.456699 0 36 None Yes 44.87 No Yes Cable 8 Yes Yes Yes Yes Yes No No Yes One Year Yes Credit Card 76.35 2606.35 0 0 1615.32 4221.67 Stayed 0931-MHTEM Female 36 No 0 Big Bar 96010 40.775272 -123.287414 0 54 None Yes 34.27 No Yes Fiber Optic 20 Yes Yes No No Yes Yes Yes Yes One Year Yes Credit Card 100.05 5299.65 0 0 1850.58 7150.23 Stayed 0932-YIXYU Female 50 No 0 Dos Palos 93620 37.045728 -120.630682 0 47 None Yes 8.85 No No Two Year No Credit Card 20.25 1029.8 0 0 415.95 1445.75 Stayed 0936-NQLJU Female 40 Yes 0 Mokelumne Hill 95245 38.304194 -120.592431 9 41 Offer B Yes 8.44 No No Two Year No Credit Card 20.65 875.55 0 0 346.04 1221.59 Stayed 0939-EREMR Female 40 No 1 Chico 95973 39.903272 -121.843567 0 13 Offer D Yes 25.33 No Yes Cable 27 No No Yes Yes No No No No Month-to-Month No Credit Card 53.45 718.1 26.37 0 329.29 1021.02 Stayed 0939-YAPAF Female 44 No 0 Santa Ana 92701 33.748478 -117.858918 0 35 Offer C Yes 10.49 Yes Yes Fiber Optic 17 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.25 3527.6 0 0 367.15 3894.75 Churned Competitor Competitor offered higher download speeds 0940-OUQEC Male 54 No 0 Winters 95694 38.578604 -122.024579 0 10 Offer D Yes 17.07 Yes Yes Fiber Optic 3 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 80.7 788.8 38.42 50 170.7 971.08 Churned Competitor Competitor offered more data 0942-KOWSM Female 24 Yes 0 Hesperia 92345 34.361387 -117.337509 4 30 Offer C Yes 15.94 No Yes DSL 53 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 80.8 2369.3 0 0 478.2 2847.5 Stayed 0943-ZQPXH Male 46 Yes 1 Vacaville 95688 38.419088 -122.024568 2 44 None Yes 26.25 No Yes Fiber Optic 25 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 92.95 4122.9 0 0 1155 5277.9 Stayed 0945-TSONX Female 22 Yes 0 Encino 91436 34.152875 -118.486056 6 47 Offer B Yes 29.15 Yes Yes DSL 52 Yes Yes No Yes Yes Yes Yes No Two Year Yes Credit Card 85.3 4107.25 0 130 1370.05 5607.3 Stayed 0946-CLJTI Male 67 Yes 0 Palmdale 93551 34.613476 -118.256358 1 58 Offer B Yes 3.18 Yes Yes Fiber Optic 5 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.7 5812.6 0 0 184.44 5997.04 Churned Competitor Competitor had better devices 0946-FKYTX Male 42 No 0 Tulare 93274 36.185471 -119.375243 0 52 Offer B No Yes Cable 14 No Yes No No No No No Yes One Year No Mailed Check 30.1 1623.4 11.72 0 0 1611.68 Stayed 0947-IDHRQ Female 21 No 0 Woodland Hills 91367 34.178068 -118.615714 0 7 None Yes 39.21 No Yes Fiber Optic 42 No No No No Yes No Yes No Month-to-Month Yes Mailed Check 80.3 526.7 0 10 274.47 811.17 Churned Competitor Competitor made better offer 0947-MUGVO Male 71 Yes 0 Jolon 93928 35.930782 -121.189757 1 20 None Yes 5.37 No Yes Fiber Optic 24 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.65 1463.5 0 0 107.4 1570.9 Churned Competitor Competitor had better devices 0952-KMEEH Male 46 No 0 Mountain View 94043 37.419725 -122.062947 0 13 None Yes 3.36 Yes Yes Fiber Optic 15 Yes No No No Yes Yes Yes No Month-to-Month No Mailed Check 98.15 1230.25 0 40 43.68 1313.93 Churned Price Long distance charges 0953-LGOVU Male 19 Yes 3 Clearlake 95422 38.965804 -122.631779 7 12 Offer D No Yes DSL 73 No Yes No Yes No No No Yes Month-to-Month No Mailed Check 35.5 432.25 0 0 0 432.25 Stayed 0956-ACVZC Female 23 No 0 Novato 94947 38.112166 -122.634384 0 54 None Yes 48.97 No Yes Fiber Optic 42 No No Yes No Yes Yes Yes No One Year Yes Credit Card 94.1 5060.9 0 140 2644.38 7845.28 Stayed 0956-SYCWG Female 61 No 0 Agoura Hills 91301 34.129058 -118.759788 0 13 Offer D Yes 33.13 No No One Year No Bank Withdrawal 19.65 244.8 0 0 430.69 675.49 Stayed 0958-YHXGP Female 25 No 0 Oakland 94621 37.750553 -122.197175 0 7 None Yes 30.99 No Yes Fiber Optic 42 No No No No No No No Yes Month-to-Month Yes Credit Card 69.9 497.3 0 0 216.93 714.23 Stayed 0959-WHOKV Male 28 No 0 Covina 91724 34.08111 -117.853935 0 42 Offer B Yes 6.42 Yes Yes Fiber Optic 48 Yes Yes Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 99 4298.45 0 0 269.64 4568.09 Stayed 0960-HUWBM Male 40 Yes 3 Pleasant Grove 95668 38.833554 -121.498102 0 65 Offer B Yes 39.52 Yes Yes Fiber Optic 57 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.1 6700.05 0 0 2568.8 9268.85 Stayed 0961-ZWLVI Male 35 No 3 Rancho Cordova 95670 38.602723 -121.279913 0 49 None Yes 4.76 Yes Yes Fiber Optic 58 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 109.2 5290.45 0 0 233.24 5523.69 Stayed 0962-CQPWQ Female 57 Yes 2 Alameda 94502 37.724817 -122.224363 1 62 None Yes 2.41 No No Two Year No Bank Withdrawal 20.3 1296.15 0 0 149.42 1445.57 Stayed 0963-ZBDRN Male 45 No 0 Claremont 91711 34.127621 -117.717863 0 32 None Yes 25.21 No Yes Fiber Optic 26 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.2 3183.4 0 0 806.72 3990.12 Churned Attitude Attitude of support person 0967-BMLBD Female 37 Yes 1 Hornitos 95325 37.479926 -120.230424 8 11 Offer D Yes 49.19 No No One Year Yes Credit Card 20 196.35 0 0 541.09 737.44 Stayed 0968-GSIKN Female 23 No 0 Thousand Palms 92276 33.849263 -116.382778 0 1 Offer E Yes 30.6 No Yes Fiber Optic 27 No No No No No No Yes Yes Month-to-Month Yes Mailed Check 70.8 70.8 0 0 30.6 101.4 Churned Competitor Competitor made better offer 0969-RGKCU Male 31 Yes 1 Woodland Hills 91367 34.178068 -118.615714 1 37 None Yes 43.68 No No One Year No Credit Card 19.8 677.05 29.21 0 1616.16 2264 Stayed 0970-ETWGE Male 38 No 0 Bodfish 93205 35.523991 -118.400432 0 1 Offer E Yes 42.46 No Yes Cable 27 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.55 89.55 0 0 42.46 132.01 Churned Competitor Competitor had better devices 0970-QXPXW Female 28 No 0 Monrovia 91016 34.1528 -118.000482 0 1 None Yes 42.42 No No Month-to-Month No Credit Card 19.65 19.65 0 0 42.42 62.07 Joined 0971-QIFJK Female 57 Yes 0 Soquel 95073 37.023669 -121.946461 10 69 Offer A Yes 39.78 Yes No Two Year No Bank Withdrawal 24.25 1641.8 45.75 0 2744.82 4340.87 Stayed 0973-KYVNF Female 59 Yes 0 Castaic 91384 34.506627 -118.699048 6 72 None Yes 43.12 No Yes Cable 22 Yes Yes Yes No Yes No No Yes Two Year Yes Credit Card 70.65 5011.15 0 0 3104.64 8115.79 Stayed 0975-UYDTX Female 46 Yes 0 Glendale 91207 34.182378 -118.262922 1 26 Offer C Yes 25.63 Yes Yes DSL 19 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 90.1 2312.55 47.79 0 666.38 2931.14 Stayed 0975-VOOVL Female 34 No 0 Agoura Hills 91301 34.129058 -118.759788 0 3 None No Yes DSL 22 No Yes No No No No No Yes Month-to-Month No Credit Card 29.2 98.5 0 0 0 98.5 Joined 0979-MOZQI Male 61 Yes 0 Monterey 93940 36.362741 -121.869685 6 62 None No Yes Cable 4 No No No Yes Yes No No Yes Two Year Yes Bank Withdrawal 39 2337.45 0 0 0 2337.45 Stayed 0979-PHULV Male 30 Yes 0 San Diego 92122 32.85723 -117.209774 2 69 Offer A Yes 48.8 Yes Yes Fiber Optic 26 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 99.45 7007.6 0 0 3367.2 10374.8 Churned Competitor Competitor made better offer 0980-FEXWF Male 32 Yes 1 Fiddletown 95629 38.513484 -120.704613 4 26 Offer C Yes 4.62 No Yes DSL 19 No No Yes No No No No Yes One Year No Credit Card 50.35 1285.8 0 0 120.12 1405.92 Stayed 0980-PVMRC Female 27 Yes 3 Squaw Valley 93675 36.719141 -119.202677 0 40 None No Yes DSL 52 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.85 2036.55 0 0 0 2036.55 Stayed 0983-TATYJ Female 42 Yes 0 Santa Ynez 93460 34.630356 -120.032564 7 33 None Yes 48.09 No Yes DSL 9 No No No Yes No No No Yes One Year Yes Credit Card 51.45 1758.9 0 0 1586.97 3345.87 Stayed 0988-AADSA Female 40 Yes 2 Forbestown 95941 39.531028 -121.24807 5 72 Offer A Yes 9.72 Yes Yes Cable 15 Yes Yes Yes Yes No Yes Yes No Two Year No Bank Withdrawal 80.85 5824.75 0 10 699.84 6534.59 Stayed 0988-JRWWP Female 50 No 0 Wilseyville 95257 38.392686 -120.415951 0 3 None Yes 41.38 No Yes DSL 5 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 54.2 140.4 0 0 124.14 264.54 Joined 0991-BRRFB Male 31 No 0 Corona 92883 33.762351 -117.488725 0 18 None Yes 20.86 No Yes DSL 3 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 49.4 874.8 0 0 375.48 1250.28 Churned Other Deceased 0993-OSGPT Female 78 Yes 0 Junction City 96048 40.913192 -123.06597 2 68 None Yes 40.55 No Yes DSL 20 No Yes Yes Yes No No No Yes One Year Yes Bank Withdrawal 60.65 3975.9 0 0 2757.4 6733.3 Stayed 0997-YTLNY Female 59 No 2 Escondido 92029 33.079834 -117.134275 0 19 Offer D Yes 4.03 No Yes Cable 26 No No No Yes No No No Yes Month-to-Month No Credit Card 48.8 953.65 0 0 76.57 1030.22 Stayed 0999-QXNSA Male 72 No 1 Los Angeles 90029 34.089953 -118.294824 0 7 None Yes 41.14 No Yes DSL 17 No No No No No No No Yes Two Year Yes Credit Card 45.75 344.2 29 0 287.98 603.18 Stayed 1000-AJSLD Male 25 No 0 San Diego 92121 32.898613 -117.202937 0 1 None Yes 4.11 No No Month-to-Month Yes Mailed Check 20.1 20.1 0 0 4.11 24.21 Churned Competitor Competitor made better offer 1004-NOZNR Male 71 No 2 Glen Ellen 95442 38.368744 -122.522642 0 56 Offer B Yes 10.57 No Yes Fiber Optic 28 Yes No No No Yes Yes No Yes One Year No Credit Card 94.8 5264.3 0 0 591.92 5856.22 Stayed 1009-IRMNA Female 27 No 0 Port Hueneme 93041 34.110124 -119.100972 0 7 Offer E Yes 16.04 No No Month-to-Month No Bank Withdrawal 20 137.6 0 0 112.28 249.88 Churned Attitude Attitude of support person 1010-DIAUQ Male 54 No 0 San Diego 92122 32.85723 -117.209774 0 5 Offer E Yes 20.86 No Yes Fiber Optic 8 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 96.5 492.55 0 0 104.3 596.85 Churned Competitor Competitor made better offer 1013-QCWAM Female 73 Yes 0 Garden Grove 92841 33.786738 -117.982564 0 66 Offer A Yes 28.06 Yes Yes Fiber Optic 20 No Yes No No Yes Yes No Yes Two Year Yes Bank Withdrawal 100.8 6690.75 0 0 1851.96 8542.71 Stayed 1015-JPFYW Male 47 No 2 Clements 95227 38.227285 -121.02789 0 7 None Yes 49.16 No No One Year No Credit Card 19.45 136.75 0 0 344.12 480.87 Stayed 1015-OWJKI Male 46 No 0 Lawndale 90260 33.88856 -118.351813 0 1 None Yes 5.02 No No Month-to-Month No Credit Card 19.05 19.05 0 0 5.02 24.07 Joined 1016-DJTSV Male 66 No 0 Santee 92071 32.847336 -116.997605 0 8 Offer E Yes 41.85 No Yes Fiber Optic 5 No No No No No No No Yes Two Year Yes Bank Withdrawal 69.7 572.85 0 0 334.8 907.65 Stayed 1017-FBQMM Female 47 Yes 2 Acampo 95220 38.200231 -121.235034 8 62 Offer B Yes 15.05 Yes Yes Fiber Optic 23 No Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 106.05 6703.5 0 0 933.1 7636.6 Stayed 1020-JPQOW Female 63 Yes 0 Angwin 94508 38.542448 -122.419923 1 56 None Yes 2.8 Yes Yes Fiber Optic 20 No Yes Yes Yes No No No No Month-to-Month No Bank Withdrawal 90.55 5116.6 0 40 156.8 5313.4 Stayed 1022-RKXDR Female 38 No 0 South El Monte 91733 34.04622 -118.053753 0 41 None Yes 32.66 Yes No One Year Yes Mailed Check 24.85 962.25 0 0 1339.06 2301.31 Stayed 1023-BQXZE Male 30 No 0 Stockton 95203 37.954089 -121.329761 0 57 None Yes 24.67 No Yes DSL 42 Yes No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 74.35 4317.35 0 0 1406.19 5723.54 Stayed 1024-GUALD Female 29 Yes 0 Glendale 91207 34.182378 -118.262922 4 1 Offer E No Yes DSL 29 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal -4 24.8 0 0 0 24.8 Churned Dissatisfaction Product dissatisfaction 1024-KPRBB Female 63 No 0 San Diego 92101 32.72523 -117.171346 0 38 Offer C Yes 30.09 No Yes Fiber Optic 18 No No No No Yes Yes Yes No One Year Yes Mailed Check 89.1 3342 0 90 1143.42 4575.42 Stayed 1024-VRZHF Male 39 Yes 0 San Diego 92117 32.825086 -117.199424 1 11 Offer D Yes 21.58 Yes Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal -7 825.7 0 0 237.38 1063.08 Churned Competitor Competitor made better offer 1025-FALIX Female 49 No 0 Nicolaus 95659 38.788898 -121.608624 0 26 None Yes 37.51 No Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Credit Card 69.05 1815.65 0 0 975.26 2790.91 Stayed 1027-LKKQQ Female 35 Yes 3 Plymouth 95669 38.489273 -120.891614 3 72 None Yes 12.96 No Yes DSL 56 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 80.45 5886.85 0 0 933.12 6819.97 Stayed 1028-FFNJK Male 79 Yes 0 Burbank 91504 34.213049 -118.317651 1 30 Offer C Yes 48.02 Yes Yes Fiber Optic 24 No No No Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 101.5 2917.65 0 0 1440.6 4358.25 Stayed 1029-QFBEN Male 27 No 0 San Diego 92129 32.961064 -117.134917 0 1 None Yes 38.44 No No Month-to-Month No Mailed Check 19.55 19.55 0 0 38.44 57.99 Churned Competitor Competitor made better offer 1031-IIDEO Female 51 No 0 Sierra City 96125 39.600599 -120.636358 0 1 Offer E Yes 27.05 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.85 70.85 0 0 27.05 97.9 Churned Dissatisfaction Network reliability 1032-MAELW Female 57 Yes 3 Fresno 93703 36.768774 -119.762633 8 68 None Yes 7.47 Yes Yes DSL 29 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 78.45 5333.35 0 0 507.96 5841.31 Stayed 1035-IPQPU Female 77 Yes 0 Parker Dam 92267 34.273872 -114.192901 2 63 None Yes 18.14 Yes Yes Fiber Optic 2 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.5 6479.4 0 0 1142.82 7622.22 Stayed 1036-GUDCL Male 59 Yes 3 Oak Park 91377 34.19225 -118.776874 1 60 None Yes 39.76 No Yes DSL 76 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card -9 4663.4 0 0 2385.6 7049 Stayed 1038-RQOST Male 43 Yes 2 Zenia 95595 40.170357 -123.417298 6 19 Offer D Yes 4.7 No No Month-to-Month No Credit Card 20.6 414.95 0 0 89.3 504.25 Stayed 1038-ZAGBI Female 59 Yes 0 Fresno 93711 36.833002 -119.82947 1 12 None Yes 37.65 No No One Year No Bank Withdrawal 19.8 229.6 0 0 451.8 681.4 Churned Attitude Attitude of support person 1041-RXHRA Female 25 No 0 Guatay 91931 32.857946 -116.561917 0 41 None Yes 40.78 No Yes Fiber Optic 41 No No No No No No Yes Yes Month-to-Month No Bank Withdrawal 70.25 2868.05 0 0 1671.98 4540.03 Churned Attitude Attitude of support person 1042-HFUCW Female 37 No 1 Cobb 95426 38.838088 -122.73203 0 25 Offer C Yes 39.9 No Yes DSL 27 No Yes No Yes No No No Yes One Year Yes Credit Card 54.75 1266.35 15.76 0 997.5 2248.09 Stayed 1043-UXOVO Female 25 No 0 Sacramento 95830 38.490508 -121.284171 0 71 Offer A Yes 28.4 Yes Yes Fiber Optic 76 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 113.15 7993.3 0 0 2016.4 10009.7 Stayed 1043-YCUTE Male 19 Yes 0 Hayward 94544 37.639215 -122.037554 1 56 Offer B Yes 13.2 Yes No Two Year Yes Credit Card 25.15 1327.15 0 0 739.2 2066.35 Churned Dissatisfaction Service dissatisfaction 1045-LTCYT Female 54 Yes 3 San Jose 95118 37.255479 -121.889838 5 8 None Yes 43.05 No No Month-to-Month No Credit Card 21.05 139.75 0 0 344.4 484.15 Stayed 1047-NNCBF Male 56 No 0 San Jose 95123 37.238758 -121.828375 0 20 None Yes 3.8 No Yes Fiber Optic 26 No No No No No No No No Month-to-Month No Credit Card 70.55 1493.55 17.6 0 76 1551.95 Stayed 1047-RNXZV Male 57 No 0 Glendale 91208 34.195386 -118.238508 0 43 None Yes 3.18 No No Two Year No Credit Card 19.55 876.15 15.17 0 136.74 997.72 Stayed 1049-FYSYG Female 48 Yes 0 Temecula 92592 33.507255 -117.029473 5 17 Offer D No Yes DSL 23 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 35.65 646.05 0 0 0 646.05 Stayed 1051-EQPZR Female 21 Yes 2 Stanford 94305 37.424342 -122.165641 1 44 None Yes 4.17 No No Month-to-Month No Credit Card 19.6 780.25 0 0 183.48 963.73 Stayed 1051-GEJLJ Female 19 No 0 San Gregorio 94074 37.331762 -122.341444 0 2 None Yes 27.17 No No Month-to-Month No Mailed Check 19.5 27.55 0 0 54.34 81.89 Joined 1052-QJIBV Female 28 Yes 2 Colfax 95713 39.084645 -120.894014 1 71 Offer A Yes 20.49 No No Two Year No Credit Card 19.9 1397.3 0 0 1454.79 2852.09 Stayed 1053-MXTTK Female 63 Yes 1 North Hollywood 91602 34.15136 -118.364786 1 72 None Yes 14.46 No Yes Fiber Optic 29 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 108.65 7726.35 0 0 1041.12 8767.47 Stayed 1057-FOGLZ Female 44 No 0 Calimesa 92320 33.982787 -117.057627 0 18 Offer D Yes 18.2 No No Month-to-Month No Credit Card 19.65 391.7 0 0 327.6 719.3 Stayed 1060-ENTOF Female 70 Yes 0 Los Angeles 90028 34.099869 -118.326843 3 67 None Yes 2.67 Yes Yes Fiber Optic 25 Yes Yes Yes Yes No Yes No Yes One Year Yes Credit Card 105.4 7035.6 0 0 178.89 7214.49 Stayed 1061-PNTHC Female 36 Yes 2 Encinitas 92024 33.054579 -117.25665 5 56 Offer B Yes 13.94 Yes Yes Fiber Optic 11 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 109.6 5953 0 0 780.64 6733.64 Stayed 1062-LHZOD Male 49 Yes 0 San Diego 92121 32.898613 -117.202937 0 1 None Yes 4.99 No Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Mailed Check 69.9 69.9 0 0 4.99 74.89 Churned Competitor Competitor made better offer 1063-DHQJF Male 56 Yes 3 Whittier 90604 33.929704 -118.01208 2 69 Offer A Yes 20.32 No Yes Fiber Optic 56 No Yes No Yes Yes No No Yes Two Year Yes Mailed Check 92.15 6480.9 0 0 1402.08 7882.98 Stayed 1064-FBXNK Male 55 Yes 1 Sacramento 95831 38.494832 -121.529447 5 1 None Yes 47.46 No No One Year No Credit Card 19.85 19.85 0 0 47.46 67.31 Joined 1066-JKSGK Male 29 No 0 Los Angeles 90024 34.066303 -118.435479 0 1 None Yes 33.58 No No Month-to-Month No Credit Card 20.15 20.15 0 0 33.58 53.73 Churned Competitor Competitor made better offer 1069-QJOEE Male 47 Yes 1 Hayward 94541 37.674002 -122.076796 0 25 None Yes 18.87 No No One Year No Bank Withdrawal 19.9 505.45 0 0 471.75 977.2 Stayed 1069-XAIEM Female 68 No 0 Mendocino 95460 39.305545 -123.743697 0 1 None Yes 16.37 Yes Yes Fiber Optic 7 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.05 85.05 0 0 16.37 101.42 Churned Competitor Competitor had better devices 1073-XXCZD Male 54 Yes 0 Bakersfield 93308 35.559617 -118.925185 1 55 None Yes 12.21 Yes No Two Year No Bank Withdrawal 25.7 1443.65 0 0 671.55 2115.2 Stayed 1074-AMIOH Female 38 Yes 2 San Francisco 94127 37.736535 -122.45732 1 53 None Yes 43.39 No Yes Fiber Optic 29 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 108.25 5935.1 0 0 2299.67 8234.77 Stayed 1074-WVEVG Female 29 Yes 0 Los Angeles 90021 34.029043 -118.239504 6 59 None Yes 31.43 No No One Year No Credit Card 20.35 1267 0 0 1854.37 3121.37 Stayed 1075-BGWOH Male 69 Yes 0 Rosemead 91770 34.065108 -118.082791 1 16 None Yes 15.16 Yes Yes Fiber Optic 7 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 98.75 1587.55 0 0 242.56 1830.11 Churned Attitude Attitude of support person 1077-HUUJM Female 48 No 1 Rancho Cucamonga 91730 34.10097 -117.57882 0 7 Offer E Yes 28.5 No Yes Fiber Optic 13 No No No No No No No No Month-to-Month Yes Bank Withdrawal 71.05 472.65 0 10 199.5 682.15 Stayed 1078-TDCRN Female 75 Yes 0 Agoura Hills 91301 34.129058 -118.759788 7 3 None No Yes DSL 3 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 30.75 82.85 0 0 0 82.85 Joined 1080-BWSYE Male 76 Yes 0 Irvine 92618 33.667145 -117.732135 0 64 None Yes 29.43 Yes No Two Year No Credit Card 25.65 1740.8 0 0 1883.52 3624.32 Stayed 1084-MNSMJ Female 63 Yes 0 El Dorado 95623 38.63153 -120.842609 10 51 Offer B Yes 33.93 No Yes DSL 13 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 85.5 4421.95 0 0 1730.43 6152.38 Stayed 1084-UQCHV Male 35 No 0 Angelus Oaks 92305 34.1678 -116.86433 0 1 Offer E Yes 27.97 No Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month No Bank Withdrawal -7 69.75 0 0 27.97 97.72 Churned Attitude Attitude of support person 1085-LDWAM Female 24 Yes 2 Portola 96122 39.786755 -120.445626 5 69 None Yes 23.47 No No One Year Yes Credit Card 20.35 1442.65 0 0 1619.43 3062.08 Stayed 1086-LXKFY Female 46 Yes 0 Westwood 96137 40.271535 -121.018087 1 1 Offer E Yes 16.55 No Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Credit Card 69.1 69.1 0 0 16.55 85.65 Churned Other Don't know 1087-GRUYI Male 62 Yes 0 San Diego 92116 32.765299 -117.122565 8 38 Offer C Yes 6.97 No No Two Year No Bank Withdrawal 20.4 743.5 0 0 264.86 1008.36 Stayed 1087-UDSIH Female 38 No 0 Concord 94520 38.013825 -122.039144 0 3 Offer E Yes 13.28 No No Month-to-Month Yes Credit Card 19.6 59.75 0 0 39.84 99.59 Churned Attitude Attitude of support person 1088-AUUZZ Male 33 Yes 1 Shaver Lake 93664 37.223 -119.001021 6 56 Offer B Yes 37.58 Yes Yes DSL 26 Yes Yes No Yes No Yes Yes Yes Two Year Yes Credit Card 75.85 4261.2 0 0 2104.48 6365.68 Stayed 1088-CNNKB Male 34 Yes 0 Campbell 95008 37.279689 -121.954567 9 63 None Yes 34.02 Yes Yes DSL 18 Yes Yes Yes Yes No Yes Yes Yes One Year No Credit Card 80 5040.2 0 0 2143.26 7183.46 Stayed 1089-HDMKP Male 72 No 1 Bridgeport 93517 38.184583 -119.286558 0 11 None Yes 11.86 No Yes Cable 23 No Yes No Yes No No No Yes Two Year Yes Bank Withdrawal 54.55 601.25 0 0 130.46 731.71 Stayed 1089-XZWHH Female 43 Yes 3 Lee Vining 93541 37.890145 -119.184087 5 24 None Yes 46.3 No No Two Year Yes Credit Card 19.7 494.05 0 0 1111.2 1605.25 Stayed 1090-ESELR Male 47 Yes 0 Fawnskin 92333 34.274846 -116.937581 8 72 Offer A Yes 27.25 No Yes Fiber Optic 19 Yes Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 105.5 7611.55 0 0 1962 9573.55 Stayed 1090-PYKCI Female 19 Yes 3 Boonville 95415 39.025867 -123.381544 1 69 Offer A Yes 23.02 Yes Yes Fiber Optic 48 Yes Yes Yes Yes Yes No No No One Year Yes Credit Card 105.1 7234.8 0 110 1588.38 8933.18 Stayed 1091-SOZGA Female 27 Yes 0 La Palma 90623 33.850504 -118.039892 1 56 None Yes 42.37 Yes Yes Fiber Optic 71 No No Yes No Yes Yes Yes Yes One Year Yes Credit Card 99.8 5515.45 0 0 2372.72 7888.17 Stayed 1092-GANHU Male 62 No 0 Magalia 95954 39.933852 -121.584371 0 17 None Yes 30.61 No Yes Fiber Optic 7 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 76.65 1313.55 0 0 520.37 1833.92 Churned Competitor Competitor offered more data 1092-WPIVQ Female 33 Yes 1 French Gulch 96033 40.740138 -122.587476 2 18 Offer D Yes 39.56 Yes No Two Year No Credit Card 25.1 428.45 14.57 0 712.08 1125.96 Stayed 1093-YSWCA Male 45 No 0 Corona 92881 33.833686 -117.513063 0 11 Offer D Yes 17.12 No No Two Year No Credit Card 19.55 223.15 26.32 0 188.32 385.15 Stayed 1094-BKOSX Female 52 Yes 2 Coleville 96107 38.42528 -119.475741 10 45 None No Yes Cable 19 No Yes Yes Yes No Yes Yes Yes One Year No Bank Withdrawal 51 2264.5 0 0 0 2264.5 Stayed 1095-JUDTC Female 78 No 0 Woodbridge 95258 38.169605 -121.310964 0 47 None Yes 14.22 Yes Yes Fiber Optic 11 No Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 95.05 4504.55 0 0 668.34 5172.89 Churned Competitor Competitor offered higher download speeds 1095-WGNGG Female 35 Yes 0 San Pedro 90732 33.744119 -118.31448 2 61 None Yes 17.49 Yes Yes Fiber Optic 21 No Yes No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 101.05 5971.25 0 0 1066.89 7038.14 Stayed 1096-ADRUX Female 34 Yes 1 Placentia 92870 33.881158 -117.854783 1 66 None Yes 37.84 Yes Yes Fiber Optic 17 No No No No No No No Yes One Year Yes Bank Withdrawal 74.25 4859.25 0 0 2497.44 7356.69 Stayed 1097-FSPVW Female 42 No 0 Pioneertown 92268 34.201108 -116.593456 0 42 Offer B Yes 32.16 No Yes DSL 8 Yes No Yes No No No No Yes Month-to-Month No Credit Card 54.55 2455.05 0 0 1350.72 3805.77 Stayed 1098-KFQEC Female 24 Yes 2 Encino 91316 34.150354 -118.518292 8 55 None Yes 27.75 No No Two Year No Credit Card 19.4 1083 0 0 1526.25 2609.25 Stayed 1098-TDVUQ Female 34 No 0 Spring Valley 91977 32.726627 -116.994608 0 1 Offer E Yes 9.44 No No Month-to-Month Yes Bank Withdrawal 19.25 19.25 0 0 9.44 28.69 Joined 1099-BTKWT Female 58 Yes 0 Mission Viejo 92692 33.60693 -117.644253 8 68 Offer A No Yes DSL 11 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 54.4 3723.65 25.62 0 0 3698.03 Stayed 1099-GODLO Female 62 Yes 3 Berkeley 94709 37.878554 -122.26609 9 1 None Yes 30.09 No No Two Year No Credit Card 20.35 20.35 0 0 30.09 50.44 Joined 1100-DDVRV Male 27 Yes 0 Twain Harte 95383 38.107441 -120.230625 1 17 None No Yes DSL 52 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 49.8 836.35 0 0 0 836.35 Stayed 1101-SSWAG Female 60 Yes 0 Berkeley 94702 37.866009 -122.286228 1 15 None Yes 31.13 Yes Yes DSL 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 51.1 711.15 0 0 466.95 1178.1 Stayed 1104-FEJAM Male 52 Yes 2 Richgrove 93261 35.809921 -119.127437 2 28 None Yes 9.31 Yes Yes DSL 19 No Yes No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 64.4 1802.15 0 0 260.68 2062.83 Stayed 1104-TNLZA Male 67 Yes 0 Klamath River 96050 41.816595 -122.948287 8 28 Offer C Yes 24.35 Yes Yes Fiber Optic 15 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.8 2998 0 0 681.8 3679.8 Stayed 1106-HRLKZ Male 21 Yes 1 Oakley 94561 37.999406 -121.686241 9 40 Offer B Yes 22.96 No No Two Year No Credit Card 19.6 808.95 0 0 918.4 1727.35 Stayed 1110-KYLGQ Female 46 No 0 Campbell 95008 37.279689 -121.954567 0 63 None Yes 5.17 Yes Yes Fiber Optic 16 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 108.25 6780.1 0 0 325.71 7105.81 Stayed 1112-CUNAO Female 67 No 0 Grimes 95950 39.033058 -121.895718 0 15 Offer D Yes 4.28 Yes Yes Fiber Optic 6 No Yes No No No Yes No Yes Month-to-Month No Bank Withdrawal 89.85 1424.95 0 0 64.2 1489.15 Churned Dissatisfaction Service dissatisfaction 1113-IUJYX Female 59 Yes 0 Winnetka 91306 34.209532 -118.577563 3 14 None Yes 5.63 No Yes Fiber Optic 23 Yes Yes No Yes Yes Yes Yes Yes One Year No Credit Card 105.95 1348.9 0 0 78.82 1427.72 Churned Competitor Competitor offered higher download speeds 1114-CENIM Male 43 No 2 San Jacinto 92582 33.806708 -117.02007 0 54 None Yes 6.7 Yes Yes Cable 16 No Yes No No No No No Yes Month-to-Month Yes Credit Card 55 3092.65 0 0 361.8 3454.45 Churned Other Don't know 1116-DXXDF Male 38 No 0 Porter Ranch 91326 34.281911 -118.556218 0 39 None Yes 37.94 No Yes Fiber Optic 19 Yes No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 100.45 3801.7 0 0 1479.66 5281.36 Stayed 1116-FRYVH Female 29 Yes 3 Kingsburg 93631 36.478239 -119.52137 5 48 None No Yes DSL 52 Yes Yes No Yes No No No No Two Year No Credit Card 39.4 1978.65 0 130 0 2108.65 Stayed 1120-BMWUB Female 36 No 0 Los Angeles 90056 33.987945 -118.370442 0 16 Offer D Yes 6.86 No Yes DSL 8 No Yes No Yes No No No No Month-to-Month Yes Credit Card 53.9 834.15 0 40 109.76 983.91 Churned Other Don't know 1121-QSIVB Female 39 No 3 Bakersfield 93309 35.342891 -119.064803 0 44 Offer B Yes 5.07 Yes Yes DSL 26 No Yes No No Yes Yes Yes Yes One Year Yes Credit Card 77.55 3471.1 0 0 223.08 3694.18 Stayed 1122-JWTJW Male 64 Yes 2 Ocotillo 92259 32.698964 -115.886656 1 1 None Yes 37.68 No Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month Yes Credit Card 70.65 70.65 0 0 37.68 108.33 Churned Competitor Competitor had better devices 1122-YJBCS Male 36 Yes 0 Los Angeles 90032 34.078821 -118.177576 7 69 Offer A Yes 14.18 No Yes DSL 16 Yes Yes No No No No No Yes One Year Yes Credit Card 53.65 3804.4 0 0 978.42 4782.82 Stayed 1125-SNVCK Female 78 No 0 Los Angeles 90040 33.994524 -118.149953 0 49 None Yes 35.65 No Yes DSL 3 No No No No No No No Yes Two Year No Credit Card 43.8 2106.05 20.45 0 1746.85 3832.45 Stayed 1131-ALZWV Female 58 No 0 San Lorenzo 94580 37.676249 -122.132415 0 24 Offer C Yes 42.66 Yes No One Year No Bank Withdrawal 24.6 605.25 0 0 1023.84 1629.09 Stayed 1131-QQZEB Male 66 Yes 0 Sunset Beach 90742 33.719221 -118.073596 7 71 Offer A Yes 30.72 Yes No Two Year No Bank Withdrawal 23.95 1756.2 0 0 2181.12 3937.32 Stayed 1131-SUEKT Male 41 Yes 1 Hood 95639 38.375325 -121.507935 4 61 Offer B Yes 41.57 No Yes Fiber Optic 21 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 98.45 6145.2 0 0 2535.77 8680.97 Stayed 1133-KXCGE Female 38 No 0 Palmdale 93552 34.557711 -118.029441 0 18 Offer D Yes 18.8 No No One Year No Mailed Check 20.1 407.05 0 0 338.4 745.45 Stayed 1134-YWTYF Male 32 Yes 0 Fresno 93725 36.623632 -119.741322 1 27 Offer C Yes 41.48 No Yes DSL 15 No Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 53.8 1389.85 0 0 1119.96 2509.81 Stayed 1135-HIORI Female 48 Yes 3 Byron 94514 37.83323 -121.601461 3 64 Offer B Yes 39.37 Yes Yes Fiber Optic 53 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 111.45 7266.95 0 0 2519.68 9786.63 Stayed 1135-LMECX Female 47 No 0 Moreno Valley 92551 33.88274 -117.224878 0 1 None Yes 16.47 No No Month-to-Month No Credit Card 19.85 19.85 0 0 16.47 36.32 Joined 1136-XGEQU Female 53 Yes 0 Winchester 92596 33.657433 -117.04254 9 50 Offer B Yes 46.49 Yes Yes DSL 11 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 84.15 4164.4 0 0 2324.5 6488.9 Stayed 1137-DGOWI Female 53 Yes 0 Coachella 92236 33.680031 -116.171678 7 30 None Yes 17.33 No Yes DSL 13 No Yes Yes Yes No Yes Yes Yes One Year No Bank Withdrawal 70.25 2198.9 0 0 519.9 2718.8 Stayed 1139-WUOAH Male 33 No 0 Vallecito 95251 38.055562 -120.456298 0 57 None No Yes DSL 28 No No Yes Yes Yes Yes Yes No Two Year No Credit Card 53.35 3090.05 0 100 0 3190.05 Stayed 1140-UKVZG Female 64 No 0 Farmersville 93223 36.29878 -119.201028 0 17 Offer D Yes 9.84 Yes No Month-to-Month No Credit Card 24.8 475.25 37.06 0 167.28 605.47 Stayed 1142-IHLOO Female 36 No 0 San Diego 92107 32.741852 -117.243453 0 51 Offer B Yes 14.37 No Yes Fiber Optic 7 No No No No Yes Yes Yes Yes One Year No Credit Card 87.55 4475.9 0 0 732.87 5208.77 Stayed 1142-WACZW Male 64 No 0 Chico 95926 39.745712 -121.84333 0 2 None No Yes Cable 11 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 29.85 75.6 0 0 0 75.6 Churned Other Don't know 1143-NMNQJ Female 39 No 0 Boulder Creek 95006 37.171727 -122.142961 0 2 None Yes 14.07 Yes Yes Fiber Optic 6 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.7 169.8 0 0 28.14 197.94 Churned Attitude Attitude of service provider 1150-FTQGN Female 35 Yes 3 Oregon House 95962 39.342587 -121.249833 1 60 Offer B Yes 48.04 Yes Yes Fiber Optic 76 Yes Yes No No Yes No No Yes One Year No Bank Withdrawal 94.15 5811.8 0 0 2882.4 8694.2 Stayed 1150-WFARN Female 59 Yes 0 Brawley 92227 33.03933 -115.191857 1 67 None Yes 32.15 Yes Yes Fiber Optic 28 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 108.75 7156.2 0 0 2154.05 9310.25 Churned Competitor Competitor had better devices 1153-GNOLC Male 62 No 0 Santa Ana 92707 33.714829 -117.872941 0 33 None No Yes DSL 30 No Yes No No Yes No No Yes One Year Yes Bank Withdrawal 39.1 1309 0 0 0 1309 Stayed 1154-HYWWO Male 55 No 0 San Clemente 92672 33.429488 -117.609432 0 38 Offer C Yes 42.24 No Yes DSL 22 Yes Yes No Yes Yes No No Yes One Year No Credit Card 70.6 2708.2 0 0 1605.12 4313.32 Stayed 1156-ZFYDO Female 57 No 0 Glendale 91201 34.17051 -118.289463 0 1 None Yes 37.62 No No Month-to-Month No Bank Withdrawal 19.75 19.75 0 0 37.62 57.37 Joined 1157-BQCUW Male 59 No 0 Fall River Mills 96028 41.017282 -121.468945 0 1 Offer E Yes 30.07 Yes Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.95 74.95 0 0 30.07 105.02 Churned Competitor Competitor had better devices 1159-WFSGR Female 59 Yes 2 South Pasadena 91030 34.110444 -118.156957 3 16 Offer D Yes 45.54 No No Month-to-Month No Bank Withdrawal 20.4 321.4 0 0 728.64 1050.04 Stayed 1162-ECVII Male 66 Yes 0 Fresno 93704 36.799648 -119.801247 1 72 Offer A Yes 18.74 Yes Yes Fiber Optic 14 No Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 109.75 7932.5 0 140 1349.28 9421.78 Stayed 1163-ONYEY Male 61 Yes 2 Shoshone 92384 35.924252 -116.188668 4 41 Offer B Yes 28.55 Yes Yes Cable 20 Yes Yes Yes No Yes No No Yes Month-to-Month Yes Credit Card 74.55 3023.55 0 0 1170.55 4194.1 Stayed 1163-VIPRI Female 22 Yes 2 Garberville 95542 40.057784 -123.679461 4 65 Offer B Yes 13.25 Yes Yes Fiber Optic 47 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 109.3 7337.55 0 0 861.25 8198.8 Stayed 1166-PQLGG Female 58 Yes 1 Redwood City 94065 37.527497 -122.230941 6 72 None Yes 17.33 No No Two Year No Bank Withdrawal 19.55 1463.45 0 0 1247.76 2711.21 Stayed 1167-OYZJF Female 65 Yes 0 Santa Monica 90402 34.035849 -118.503508 7 67 None Yes 49.94 No No Two Year Yes Bank Withdrawal 20.05 1263.05 43.66 0 3345.98 4565.37 Stayed 1169-SAOCL Male 45 No 0 Brookdale 95007 37.106902 -122.100006 0 49 None Yes 22.52 Yes Yes Fiber Optic 25 No Yes No Yes Yes Yes Yes No One Year Yes Bank Withdrawal 106.65 5168.1 0 130 1103.48 6401.58 Stayed 1169-WCVAK Male 42 Yes 0 Fresno 93710 36.822715 -119.761826 1 19 Offer D Yes 34.05 Yes Yes Fiber Optic 20 Yes Yes No Yes No No No Yes Month-to-Month Yes Credit Card 88.8 1672.35 0 0 646.95 2319.3 Stayed 1170-SASML Female 33 Yes 0 Desert Hot Springs 92240 33.948558 -116.516976 6 69 Offer A Yes 34.49 Yes Yes Fiber Optic 29 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 85.4 5869.4 0 0 2379.81 8249.21 Stayed 1171-TYKUR Male 20 Yes 0 Los Angeles 90010 34.062125 -118.315709 1 47 None Yes 10.07 Yes No Month-to-Month No Bank Withdrawal 25.4 1139.2 0 0 473.29 1612.49 Stayed 1172-VIYBP Male 54 Yes 3 Cathedral City 92234 33.829583 -116.474131 9 53 None Yes 27.93 Yes Yes DSL 57 Yes Yes No No No Yes Yes Yes Two Year No Bank Withdrawal 69.7 3686.05 0 0 1480.29 5166.34 Stayed 1173-NOEYG Female 25 Yes 0 Santa Margarita 93453 35.303926 -120.256567 1 27 None Yes 18.74 Yes Yes Fiber Optic 59 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 90.15 2423.4 0 0 505.98 2929.38 Stayed 1173-XZPYF Female 60 No 0 Torrance 90501 33.833699 -118.314387 0 11 Offer D Yes 10.95 Yes Yes Fiber Optic 29 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.2 990.3 0 0 120.45 1110.75 Stayed 1174-FGIFN Female 44 Yes 1 Squaw Valley 93675 36.719141 -119.202677 7 28 Offer C Yes 26.28 Yes Yes Fiber Optic 19 No No No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 90.45 2509.25 0 0 735.84 3245.09 Stayed 1177-XZBJL Male 35 Yes 2 Palermo 95968 39.435756 -121.552071 1 53 Offer B Yes 37.57 Yes Yes DSL 15 Yes Yes No Yes No No No Yes One Year No Bank Withdrawal 64.15 3491.55 0 0 1991.21 5482.76 Stayed 1178-PZGAB Female 45 No 0 Sun City 92585 33.739412 -117.173334 0 19 None Yes 18.57 No No One Year No Credit Card 20.25 383.65 0 0 352.83 736.48 Stayed 1179-INLAT Male 33 No 0 Santa Clara 95050 37.351214 -121.952417 0 3 None Yes 2.78 No No One Year Yes Credit Card 19.45 69.25 0 0 8.34 77.59 Joined 1183-CANVH Female 55 Yes 0 Escondido 92027 33.141265 -116.967221 5 23 Offer D Yes 1.39 No Yes DSL 18 No No No Yes Yes No No Yes One Year No Bank Withdrawal 60 1347.15 0 0 31.97 1379.12 Stayed 1184-PJVDB Male 38 Yes 0 Amador City 95601 38.431407 -120.8421 1 10 None Yes 11.3 No Yes Fiber Optic 4 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.95 857.2 0 0 113 970.2 Churned Competitor Competitor had better devices 1187-WILMM Male 39 Yes 0 Lindsay 93247 36.205465 -119.085807 6 63 None Yes 44.55 Yes Yes DSL 29 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 89.4 5597.65 0 0 2806.65 8404.3 Stayed 1193-RTSLK Female 26 No 0 Happy Camp 96039 41.831901 -123.487478 0 38 None Yes 36.18 No Yes Fiber Optic 48 Yes Yes Yes No No No Yes Yes Month-to-Month Yes Credit Card 83.9 3233.6 0 0 1374.84 4608.44 Churned Competitor Competitor offered higher download speeds 1194-BHJYC Male 22 Yes 0 Lockwood 93932 35.989792 -121.055933 1 61 Offer B No Yes DSL 59 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 62.15 3778.85 0 0 0 3778.85 Stayed 1194-HVAIF Female 21 Yes 0 Capistrano Beach 92624 33.458754 -117.665104 1 27 Offer C Yes 18.42 Yes Yes Fiber Optic 26 No No No No Yes Yes Yes Yes Month-to-Month No Credit Card 95 2462.55 0 0 497.34 2959.89 Stayed 1194-SPVSP Male 20 No 0 Soquel 95073 37.023669 -121.946461 0 1 None Yes 27.88 No No Month-to-Month No Bank Withdrawal 19.65 19.65 0 0 27.88 47.53 Joined 1195-OIYEJ Male 54 No 0 La Puente 91746 34.038983 -117.991372 0 13 Offer D Yes 5.43 No Yes Fiber Optic 26 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 91.1 1135.7 0 80 70.59 1286.29 Churned Attitude Attitude of support person 1196-AMORA Male 63 No 0 Big Creek 93605 37.17277 -119.2997 0 7 None Yes 38.07 Yes Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month No Bank Withdrawal 73.6 520 0 0 266.49 786.49 Churned Competitor Competitor offered more data 1197-BVMVG Female 65 No 0 Friant 93626 37.027663 -119.69056 0 4 None Yes 4.29 Yes Yes Fiber Optic 7 No No No No No No No Yes Two Year Yes Bank Withdrawal 74.45 294.45 0 0 17.16 311.61 Stayed 1200-TUZHR Female 70 No 0 Posey 93260 35.861928 -118.636698 0 8 Offer E Yes 44.63 Yes Yes Fiber Optic 29 No No No No No Yes No Yes Two Year No Bank Withdrawal 85.2 695.75 0 0 357.04 1052.79 Stayed 1202-KKGFU Female 24 Yes 0 Korbel 95550 40.7666 -123.80458 4 12 Offer D Yes 23.99 No Yes DSL 51 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 54.2 690.5 0 0 287.88 978.38 Stayed 1205-WNWPJ Female 54 No 0 Lakehead 96051 40.883853 -122.418258 0 7 Offer E Yes 2.24 No Yes DSL 22 No No No Yes Yes No No Yes Month-to-Month Yes Credit Card 59.5 415.95 0 0 15.68 431.63 Churned Other Moved 1206-EHBDD Female 56 Yes 0 Rodeo 94572 38.027218 -122.23463 9 56 Offer B Yes 4.24 No Yes Fiber Optic 15 Yes No Yes No No No No Yes Two Year No Bank Withdrawal 80.3 4513.65 0 0 237.44 4751.09 Stayed 1207-BLKSA Female 42 Yes 2 Redwood City 94061 37.461251 -122.235414 1 52 None Yes 19.21 Yes No Two Year No Credit Card 23.05 1255.1 0 0 998.92 2254.02 Stayed 1208-DNHLN Male 60 Yes 0 Grizzly Flats 95636 38.636102 -120.522149 1 23 None Yes 5.8 Yes Yes DSL 12 No No No No No No No Yes One Year Yes Credit Card 48.35 1067.15 0 0 133.4 1200.55 Churned Other Don't know 1208-NBVFH Male 63 Yes 1 Perris 92570 33.787298 -117.320676 5 20 None Yes 13.18 No Yes Cable 10 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 49.6 939.8 0 0 263.6 1203.4 Stayed 1209-VFFOC Male 47 Yes 2 Brisbane 94005 37.684694 -122.40712 10 68 Offer A No Yes DSL 19 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 56.4 3948.45 0 0 0 3948.45 Stayed 1212-GLHMD Male 54 No 0 San Joaquin 93660 36.600193 -120.153393 0 3 Offer E Yes 18.26 No Yes Fiber Optic 29 Yes No No No No Yes Yes Yes Month-to-Month Yes Credit Card 86.05 244.85 0 0 54.78 299.63 Joined 1213-NGCUN Female 49 No 0 San Diego 92111 32.805518 -117.169052 0 6 Offer E Yes 48.89 No Yes DSL 22 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 49.65 267.35 0 0 293.34 560.69 Churned Dissatisfaction Lack of self-service on Website 1215-EXRMO Male 32 Yes 0 Junction City 96048 40.913192 -123.06597 4 50 None Yes 46.91 No No Two Year No Credit Card 20.55 1067.65 0 0 2345.5 3413.15 Stayed 1215-FIGMP Male 27 No 0 Los Angeles 90077 34.102084 -118.451629 0 60 Offer B Yes 42.88 Yes Yes Fiber Optic 52 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.9 5450.7 0 0 2572.8 8023.5 Stayed 1215-VFYVK Female 19 No 0 Groveland 95321 37.902968 -119.667544 0 4 Offer E No Yes Cable 30 Yes No Yes Yes No Yes Yes No Month-to-Month No Mailed Check 48.25 202.25 0 10 0 212.25 Stayed 1216-BGTSP Male 30 No 0 Imperial 92251 32.858595 -115.662709 0 45 None Yes 5.97 Yes Yes Fiber Optic 73 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 108.45 4964.7 0 0 268.65 5233.35 Stayed 1216-JWVUX Male 51 Yes 3 San Miguel 93451 35.886767 -120.608661 4 25 None Yes 4.46 No Yes Fiber Optic 58 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.5 1901.05 0 0 111.5 2012.55 Stayed 1217-VASWC Male 77 Yes 0 Avila Beach 93424 35.186644 -120.728305 10 43 Offer B Yes 37.09 No Yes Fiber Optic 8 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 100.55 4304 0 0 1594.87 5898.87 Stayed 1218-VKFPE Female 48 Yes 0 Anaheim 92805 33.830209 -117.906099 1 12 Offer D Yes 19.48 No No Month-to-Month No Credit Card 19 233.55 0 0 233.76 467.31 Churned Competitor Competitor made better offer 1219-NNDDO Female 51 No 0 Los Angeles 90015 34.039224 -118.266293 0 9 Offer E Yes 42.41 Yes Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.85 663.55 0 0 381.69 1045.24 Stayed 1221-GHZEP Female 45 No 0 Hemet 92544 33.644585 -116.871544 0 62 None Yes 23.18 No Yes DSL 18 Yes No No Yes No Yes Yes Yes Two Year Yes Credit Card 65.1 3846.75 0 0 1437.16 5283.91 Stayed 1222-KJNZD Male 61 Yes 1 Palos Verdes Peninsula 90274 33.788208 -118.404955 2 40 Offer B Yes 1.89 No No Month-to-Month Yes Bank Withdrawal 20.4 745.3 0 0 75.6 820.9 Stayed 1222-LRYKO Male 21 No 3 Posey 93260 35.861928 -118.636698 0 6 Offer E Yes 38.28 Yes No Month-to-Month No Credit Card 26.35 184.05 0 0 229.68 413.73 Stayed 1223-UNPKS Male 55 Yes 1 Wendel 96136 40.345949 -120.081187 4 20 None Yes 3.87 No No Two Year No Credit Card 20.05 400 0 0 77.4 477.4 Stayed 1226-IENZN Male 68 No 0 Los Angeles 90024 34.066303 -118.435479 0 16 Offer D Yes 39.52 No Yes Fiber Optic 17 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 78.75 1218.25 0 0 632.32 1850.57 Stayed 1226-JZNKR Female 20 Yes 0 Santa Ynez 93460 34.630356 -120.032564 1 8 Offer E Yes 28.37 No No One Year No Bank Withdrawal 19.8 160.05 0 0 226.96 387.01 Stayed 1226-UDFZR Female 26 No 0 Lafayette 94549 37.907777 -122.127161 0 2 Offer E Yes 21.28 No Yes Cable 26 No Yes No No No No No Yes Month-to-Month Yes Credit Card 49.6 114.7 0 0 42.56 157.26 Churned Dissatisfaction Network reliability 1227-UDMZR Female 53 Yes 0 Fremont 94536 37.572273 -121.964583 4 72 None Yes 2.95 Yes Yes Cable 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 91.15 6637.9 0 0 212.4 6850.3 Stayed 1228-FZFRV Male 37 Yes 0 Los Angeles 90007 34.027337 -118.28515 0 50 None Yes 20.88 Yes Yes Fiber Optic 13 Yes No Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 105.95 5341.8 0 0 1044 6385.8 Churned Price Extra data charges 1228-ZLNBX Male 25 No 0 Farmington 95230 37.956963 -120.863055 0 21 None Yes 3.26 Yes Yes Fiber Optic 51 No No No No No No No Yes Month-to-Month No Credit Card 75.3 1570.7 0 0 68.46 1639.16 Stayed 1229-RCALF Female 37 Yes 0 San Jose 95117 37.311088 -121.961786 1 64 None Yes 46.44 Yes Yes Fiber Optic 29 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 115 7396.15 0 0 2972.16 10368.31 Stayed 1230-QAJDW Male 32 No 0 Somes Bar 95568 41.444606 -123.471895 0 3 None Yes 42.68 Yes Yes Cable 27 No No No Yes Yes No No Yes Month-to-Month Yes Credit Card 65.25 209.9 0 0 128.04 337.94 Joined 1231-YNDEK Male 49 No 0 Redding 96002 40.527834 -122.318749 0 58 None Yes 29.31 No No Two Year Yes Bank Withdrawal 19.15 1035.5 28.7 0 1699.98 2706.78 Stayed 1236-WFCDV Male 74 No 0 Greenbrae 94904 37.946617 -122.563571 0 14 None Yes 11.31 No Yes Fiber Optic 24 No No No No Yes Yes No Yes Month-to-Month No Credit Card 90.45 1266.1 0 0 158.34 1424.44 Churned Competitor Competitor offered more data 1237-WIYYZ Female 49 No 0 Los Angeles 90017 34.052842 -118.264495 0 18 Offer D Yes 10.67 No No Month-to-Month Yes Credit Card 19.55 389.25 0 0 192.06 581.31 Stayed 1240-HCBOH Female 45 No 0 Windsor 95492 38.527297 -122.810044 0 67 None Yes 43.3 Yes No Two Year Yes Credit Card 26.1 1759.55 0 0 2901.1 4660.65 Stayed 1240-KNSEZ Male 63 No 0 San Diego 92127 33.017518 -117.118456 0 1 Offer E Yes 40.83 No No Month-to-Month Yes Credit Card 20.1 20.1 0 0 40.83 60.93 Churned Price Long distance charges 1241-EZFMJ Male 48 Yes 0 Ontario 91761 34.035602 -117.591528 2 61 Offer B Yes 11.53 Yes No Two Year No Bank Withdrawal 25.45 1538.6 0 0 703.33 2241.93 Stayed 1241-FPMOF Male 31 No 0 Seal Beach 90740 33.75462 -118.071128 0 52 None Yes 21.98 No No Two Year No Credit Card 19.65 1025.05 0 0 1142.96 2168.01 Stayed 1245-HARPS Female 46 Yes 0 Janesville 96114 40.294034 -120.512622 0 14 None Yes 14.61 No No Two Year No Credit Card 20.4 292.4 0 0 204.54 496.94 Stayed 1247-QBVSH Female 41 Yes 2 Santa Margarita 93453 35.303926 -120.256567 1 43 Offer B Yes 14.64 No Yes DSL 19 No Yes No No No No No Yes Month-to-Month No Mailed Check 50.2 2169.4 0 0 629.52 2798.92 Stayed 1248-DYXUB Male 42 Yes 3 Lemon Grove 91945 32.733564 -117.033713 1 52 Offer B Yes 40.33 Yes No Two Year No Credit Card 24.8 1229.1 0 0 2097.16 3326.26 Stayed 1251-KRREG Male 22 No 0 North Hollywood 91601 34.1692 -118.372498 0 2 None Yes 44.31 Yes Yes DSL 73 No Yes No No No No Yes Yes Month-to-Month Yes Credit Card 54.4 114.1 0 0 88.62 202.72 Churned Price Price too high 1251-STYSZ Female 66 No 0 Glenhaven 95443 39.045246 -122.743181 0 4 None Yes 8.75 Yes Yes Fiber Optic 4 Yes No No No No No No No One Year Yes Bank Withdrawal 80.25 303.7 0 30 35 368.7 Stayed 1254-IZEYF Female 74 No 0 Cutler 93615 36.497895 -119.285484 0 31 None Yes 39.36 Yes Yes Fiber Optic 4 No Yes No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 99.95 3186.65 0 0 1220.16 4406.81 Churned Competitor Competitor made better offer 1257-SXUXQ Male 20 Yes 1 Jenner 95450 38.505995 -123.187019 10 5 None Yes 8.04 No No Month-to-Month No Credit Card 19.45 86.05 0 0 40.2 126.25 Stayed 1258-YMZNM Female 70 No 0 Montara 94037 37.540582 -122.509594 0 27 Offer C Yes 35.76 Yes Yes Fiber Optic 4 Yes Yes Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 110.5 2857.6 0 0 965.52 3823.12 Stayed 1260-TTRXI Male 64 No 0 Planada 95365 37.329725 -120.306399 0 4 Offer E Yes 40.15 No Yes DSL 19 No No No No No Yes Yes No Month-to-Month No Bank Withdrawal 54.3 195.3 0 80 160.6 435.9 Churned Price Long distance charges 1261-FWTTE Male 78 No 0 Los Angeles 90067 34.057496 -118.413959 0 23 None No Yes Cable 2 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 34.65 768.45 0 0 0 768.45 Stayed 1262-OPMFY Female 46 Yes 0 San Diego 92130 32.957195 -117.202542 1 9 Offer E Yes 31.75 No Yes Fiber Optic 25 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 75.75 655.9 0 0 285.75 941.65 Churned Competitor Competitor made better offer 1264-BYWMS Male 40 No 0 La Grange 95329 37.666587 -120.411517 0 55 Offer B Yes 47.38 Yes Yes Fiber Optic 29 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.8 5283.95 0 0 2605.9 7889.85 Churned Competitor Competitor offered more data 1264-FUHCX Female 51 Yes 0 San Diego 92106 32.71346 -117.236378 1 49 Offer B No Yes DSL 21 No Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 56.3 2780.6 0 0 0 2780.6 Stayed 1265-BCFEO Female 30 Yes 0 Alamo 94507 37.855717 -121.994813 1 71 Offer A Yes 26.58 Yes Yes Cable 27 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 80.45 5662.25 0 0 1887.18 7549.43 Stayed 1265-HVPZB Male 49 Yes 0 Winnetka 91306 34.209532 -118.577563 3 59 None Yes 16.06 No Yes DSL 4 Yes Yes Yes No Yes No No Yes One Year No Credit Card 66.4 3958.2 0 0 947.54 4905.74 Stayed 1265-XTECC Female 68 Yes 0 Madera 93638 37.004068 -119.930027 5 68 None Yes 1.98 Yes Yes Fiber Optic 19 Yes Yes No No No Yes No Yes One Year Yes Credit Card 96.55 6581.9 0 0 134.64 6716.54 Churned Attitude Attitude of service provider 1265-ZFOSD Female 33 Yes 0 Stonyford 95979 39.288127 -122.415841 6 64 None Yes 16.61 Yes Yes Cable 4 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Mailed Check 81.3 5129.3 22.34 0 1063.04 6170 Stayed 1266-NZYUI Female 56 Yes 0 Lee Vining 93541 37.890145 -119.184087 6 72 Offer A Yes 14.65 Yes Yes DSL 20 Yes No Yes Yes No No No Yes Two Year No Bank Withdrawal 66.85 4758.8 0 0 1054.8 5813.6 Stayed 1268-ASBGA Female 66 Yes 0 Huntington Park 90255 33.97803 -118.217141 1 16 Offer D Yes 9.93 Yes Yes Fiber Optic 27 No No No No No Yes No Yes Month-to-Month Yes Credit Card 85.35 1375.15 0 0 158.88 1534.03 Churned Dissatisfaction Limited range of services 1269-FOYWN Male 23 Yes 3 Phillipsville 95559 40.184094 -123.745487 2 44 None Yes 36.86 No No One Year No Bank Withdrawal 20 860.85 0 0 1621.84 2482.69 Stayed 1270-XKUCC Female 24 Yes 1 San Diego 92122 32.85723 -117.209774 1 30 None Yes 12.85 No No Two Year No Credit Card 19.7 599.25 49.79 0 385.5 934.96 Stayed 1271-SJBGZ Male 77 No 0 Forest Knolls 94933 38.010092 -122.689442 0 12 None No Yes DSL 10 No No Yes Yes No Yes No Yes Month-to-Month Yes Bank Withdrawal 43.65 526.95 0 0 0 526.95 Churned Competitor Competitor had better devices 1271-UODNO Male 60 No 0 San Jose 95118 37.255479 -121.889838 0 39 None Yes 5.4 Yes Yes DSL 16 No No No Yes No No No Yes Two Year Yes Credit Card 53.85 2200.7 46.66 0 210.6 2364.64 Stayed 1272-ILHFG Male 48 Yes 3 La Habra 90631 33.940619 -117.9513 1 15 Offer D Yes 17.28 No No One Year No Credit Card 19.65 332.65 0 0 259.2 591.85 Stayed 1273-MTETI Female 69 No 0 Rancho Cucamonga 91737 34.245289 -117.642503 0 4 None Yes 12.86 Yes Yes Fiber Optic 4 No No Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 88.85 372.45 0 0 51.44 423.89 Churned Other Don't know 1282-IHQAC Male 68 No 0 Sheep Ranch 95250 38.244806 -120.417301 0 70 Offer A No Yes Cable 13 No Yes Yes No Yes No No Yes One Year Yes Credit Card 44.05 3011.65 0 0 0 3011.65 Stayed 1285-OKIPP Male 62 No 3 Mission Hills 91345 34.266389 -118.459744 0 1 None Yes 23.2 No Yes Fiber Optic 21 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 79.9 79.9 0 0 23.2 103.1 Churned Attitude Attitude of support person 1291-CUOCY Male 55 Yes 0 Yorkville 95494 38.888351 -123.239647 7 72 None Yes 4.32 Yes Yes Fiber Optic 18 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 110.6 7962.2 0 0 311.04 8273.24 Stayed 1293-BSEUN Female 64 Yes 3 Volcano 95689 38.481902 -120.603668 9 72 None Yes 6.9 No No Two Year Yes Credit Card 20.7 1482.3 0 0 496.8 1979.1 Stayed 1293-HHSHJ Female 61 No 0 Montrose 91020 34.2112 -118.230625 0 35 Offer C Yes 23.77 No No One Year No Credit Card 21.1 741 14.23 0 831.95 1558.72 Stayed 1297-VQDRP Male 80 Yes 1 Foothill Ranch 92610 33.698728 -117.67768 0 68 Offer A Yes 32.11 Yes Yes Fiber Optic 12 No No Yes Yes Yes Yes No No One Year Yes Credit Card 107.15 7379.8 0 50 2183.48 9613.28 Stayed 1298-PHBTI Male 40 Yes 3 Los Angeles 90049 34.091829 -118.491244 9 71 None Yes 33.67 Yes Yes Fiber Optic 75 No Yes No Yes No No No Yes Two Year Yes Bank Withdrawal 84.8 6152.4 0 0 2390.57 8542.97 Stayed 1299-AURJA Female 43 Yes 2 Twain Harte 95383 38.107441 -120.230625 8 70 None Yes 30.33 Yes No Two Year No Bank Withdrawal 24.7 1685.9 0 0 2123.1 3809 Stayed 1301-LOPVR Male 62 Yes 3 North Hollywood 91605 34.207295 -118.400022 6 29 None No Yes DSL 57 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Credit Card 55.35 1636.95 0 0 0 1636.95 Stayed 1302-TPUBN Male 58 No 0 West Sacramento 95691 38.627951 -121.593287 0 66 None Yes 21.23 No No Two Year No Bank Withdrawal 19.35 1240.8 0 0 1401.18 2641.98 Stayed 1302-UHBDD Male 70 No 0 Ladera Ranch 92694 33.569186 -117.640055 0 20 Offer D Yes 48.46 No Yes Fiber Optic 23 No No No No Yes Yes No Yes Two Year No Bank Withdrawal 89.95 1648.45 0 0 969.2 2617.65 Stayed 1303-SRDOK Female 52 Yes 2 Rio Dell 95562 40.485849 -124.163234 3 55 Offer B Yes 27.87 No Yes Fiber Optic 17 No No No No No No No Yes Two Year Yes Credit Card 69.05 3842.6 0 0 1532.85 5375.45 Stayed 1304-BCCFO Male 24 Yes 0 Redlands 92374 34.064073 -117.166158 2 9 None Yes 14.91 No Yes Cable 82 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 70.05 564.4 0 0 134.19 698.59 Stayed 1304-NECVQ Female 69 No 0 Somis 93066 34.297628 -119.014627 0 2 Offer E Yes 43.96 Yes Yes Fiber Optic 14 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 78.55 149.55 0 0 87.92 237.47 Churned Competitor Competitor made better offer 1304-SEGFY Female 57 Yes 0 National City 91950 32.67102 -117.095235 7 72 Offer A Yes 2.56 Yes Yes Fiber Optic 24 No No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 97.85 6841.3 0 0 184.32 7025.62 Stayed 1306-RPWXZ Female 60 No 3 Mc Farland 93250 35.666886 -119.186717 0 49 None Yes 31.7 No No Two Year No Credit Card 20.45 1024.65 0 0 1553.3 2577.95 Stayed 1307-ATKGB Male 21 No 0 Santa Clara 95054 37.393554 -121.965114 0 24 None Yes 27.91 No Yes Fiber Optic 59 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.55 2187.15 0 0 669.84 2856.99 Stayed 1307-TVUFB Male 66 No 0 Santa Ynez 93460 34.630356 -120.032564 0 42 None Yes 13.51 Yes Yes Fiber Optic 19 No Yes No No No No No Yes One Year Yes Bank Withdrawal -5 3344.1 0 0 567.42 3911.52 Stayed 1309-BXVOQ Male 27 Yes 0 Old Station 96071 40.656287 -121.428965 1 21 Offer D Yes 21.83 Yes Yes Fiber Optic 59 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.1 2249.95 0 0 458.43 2708.38 Churned Price Long distance charges 1309-XGFSN Male 72 Yes 1 Pinon Hills 92372 34.459322 -117.629729 1 52 None Yes 7.04 Yes Yes DSL 22 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 80.85 4079.55 0 0 366.08 4445.63 Stayed 1310-QRITU Female 40 No 0 Hinkley 92347 34.983808 -117.239306 0 18 None Yes 38.32 Yes Yes DSL 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.3 913.3 0 0 689.76 1603.06 Stayed 1319-YLZJG Male 62 Yes 0 Dutch Flat 95714 39.197215 -120.83679 9 12 Offer D Yes 39 No Yes Fiber Optic 7 Yes Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 84.6 959.9 0 0 468 1427.9 Stayed 1320-GVNHT Male 56 Yes 2 Glendale 91207 34.182378 -118.262922 4 72 None Yes 27.88 Yes Yes Fiber Optic 30 Yes Yes Yes No Yes Yes Yes No Two Year Yes Credit Card 108.4 7767.25 0 30 2007.36 9804.61 Stayed 1320-HTRDR Female 30 No 0 Fellows 93224 35.215731 -119.57013 0 3 Offer E Yes 47.51 Yes Yes Fiber Optic 85 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.5 220.6 0 0 142.53 363.13 Churned Attitude Attitude of service provider 1320-REHCS Male 75 No 0 Inglewood 90301 33.956445 -118.358634 0 52 None Yes 23.04 Yes Yes Fiber Optic 25 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.75 5832 6.26 0 1198.08 7023.82 Stayed 1322-AGOQM Male 57 No 0 Mather 95655 38.549822 -121.266725 0 46 None No Yes DSL 26 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 30.3 1380.1 0 0 0 1380.1 Churned Dissatisfaction Service dissatisfaction 1323-OOEPC Female 45 Yes 0 Prather 93651 37.007238 -119.505661 1 53 None Yes 41.74 Yes Yes Fiber Optic 24 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 98.4 5149.5 0 0 2212.22 7361.72 Churned Price Extra data charges 1324-NLTJE Female 73 No 0 Emeryville 94608 37.83726 -122.287648 0 15 Offer D Yes 17.19 Yes Yes DSL 19 No No No Yes No No No Yes Month-to-Month No Credit Card 55 757.1 0 0 257.85 1014.95 Churned Other Don't know 1325-USMEC Male 58 Yes 0 Pearblossom 93553 34.445239 -117.894868 10 70 Offer A Yes 48 Yes Yes Fiber Optic 13 Yes Yes Yes No Yes No No Yes Two Year Yes Credit Card 99.35 6944.5 0 0 3360 10304.5 Stayed 1328-EUZHC Female 59 Yes 0 Carson 90746 33.859171 -118.252272 4 18 None Yes 25.54 No No Two Year No Credit Card 20.1 370.5 0 0 459.72 830.22 Stayed 1329-VHWNP Female 42 No 0 Grover Beach 93433 35.120833 -120.61843 0 7 None No Yes DSL 4 No No No No No No No Yes Month-to-Month No Bank Withdrawal 25.05 189.95 0 0 0 189.95 Stayed 1333-PBMXB Female 40 Yes 2 Santa Ana 92703 33.748635 -117.906125 1 54 None Yes 28.87 Yes No One Year Yes Bank Withdrawal 24.75 1342.15 0 0 1558.98 2901.13 Stayed 1334-FJSVR Male 64 No 0 Sequoia National Park 93262 36.527243 -118.594938 0 1 Offer E No Yes DSL 7 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.25 24.25 0 0 0 24.25 Churned Dissatisfaction Lack of self-service on Website 1334-PDUKM Female 48 Yes 0 Palomar Mountain 92060 33.309852 -116.823091 5 68 Offer A Yes 9.76 Yes Yes Fiber Optic 15 No Yes Yes No No No No No One Year No Credit Card 86.45 5762.95 0 150 663.68 6576.63 Stayed 1335-HQMKX Female 49 Yes 0 Los Angeles 90044 33.952714 -118.292061 6 72 Offer A Yes 46.1 Yes Yes Fiber Optic 23 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 101.35 7323.15 0 0 3319.2 10642.35 Stayed 1335-MXCSE Male 24 Yes 1 Shoshone 92384 35.924252 -116.188668 5 55 None Yes 46.61 No Yes DSL 30 No No Yes Yes No No No Yes Two Year Yes Credit Card 55.25 3119.9 0 0 2563.55 5683.45 Stayed 1335-NTIUC Male 61 No 0 Pacoima 91331 34.255442 -118.421314 0 9 None No Yes DSL 7 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.95 190.25 0 0 0 190.25 Stayed 1336-EZFZY Female 33 No 0 Kings Beach 96143 39.246654 -120.029273 0 4 None Yes 25.8 No No Month-to-Month No Credit Card 20.05 83.3 0 0 103.2 186.5 Stayed 1337-BOZWO Male 25 Yes 2 Canby 96015 41.486953 -120.913975 2 18 None No Yes DSL 59 No Yes Yes No Yes No No Yes One Year No Credit Card 46.4 812.4 0 0 0 812.4 Stayed 1338-CECEE Male 28 Yes 0 Mount Hermon 95041 37.051166 -122.056194 4 41 None Yes 13.58 Yes Yes DSL 51 No Yes Yes No Yes No No Yes One Year No Bank Withdrawal 68.5 2839.95 38.37 0 556.78 3358.36 Stayed 1342-JPNKI Male 33 No 0 Lake Forest 92630 33.644849 -117.684254 0 10 Offer D Yes 5.92 Yes Yes Fiber Optic 11 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.05 834.1 0 0 59.2 893.3 Churned Other Don't know 1343-EHPYB Male 61 Yes 0 San Diego 92122 32.85723 -117.209774 2 63 None Yes 48.95 Yes Yes Fiber Optic 13 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.4 6603 0 0 3083.85 9686.85 Churned Competitor Competitor made better offer 1345-GKDZZ Male 20 No 1 Riverside 92507 33.976328 -117.319786 0 6 None Yes 17.53 No No Month-to-Month No Credit Card 19.55 128.6 0 0 105.18 233.78 Stayed 1345-ZUKID Male 24 No 0 Magalia 95954 39.933852 -121.584371 0 14 Offer D Yes 26.02 No No One Year No Mailed Check 19.35 324.8 0 0 364.28 689.08 Stayed 1346-PJWTK Male 63 Yes 0 Corona 92880 33.918043 -117.617809 1 61 None Yes 17.73 No Yes Fiber Optic 2 No Yes Yes Yes No Yes Yes Yes Month-to-Month No Credit Card 94.15 5731.85 0 0 1081.53 6813.38 Stayed 1346-UFHAX Female 59 No 0 Woodbridge 95258 38.169605 -121.310964 0 13 Offer D Yes 33.69 Yes Yes Fiber Optic 15 Yes No No No No No No No Month-to-Month Yes Credit Card 80 1029.35 0 0 437.97 1467.32 Stayed 1347-KTTTA Male 22 Yes 0 Canyon Country 91351 34.422519 -118.420717 10 64 Offer B Yes 40.49 No Yes Fiber Optic 69 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 102.45 6654.1 0 0 2591.36 9245.46 Stayed 1349-WXNGG Male 57 No 0 Glendale 91207 34.182378 -118.262922 0 1 None Yes 12 No No Month-to-Month No Bank Withdrawal 20.05 20.05 0 0 12 32.05 Churned Attitude Attitude of support person 1352-HNSAW Female 26 Yes 3 Aliso Viejo 92656 33.571259 -117.731917 9 72 None Yes 34.69 Yes Yes Fiber Optic 59 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 115.6 8220.4 0 140 2497.68 10858.08 Stayed 1352-VHKAJ Male 30 Yes 2 Berkeley 94709 37.878554 -122.26609 1 27 None Yes 13.55 Yes Yes Cable 59 No No No Yes Yes Yes Yes No Month-to-Month No Bank Withdrawal 71.6 1957.1 0 140 365.85 2462.95 Stayed 1353-GHZOS Male 22 Yes 0 San Diego 92115 32.762506 -117.07245 10 22 Offer D Yes 6.03 No Yes DSL 51 Yes No No No Yes No No Yes One Year Yes Bank Withdrawal 59.75 1374.35 0 0 132.66 1507.01 Stayed 1353-LJWEM Male 23 No 0 Cottonwood 96022 40.336392 -122.448533 0 11 Offer D Yes 28.76 No Yes DSL 27 No Yes Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal -10 688.5 49.24 0 316.36 955.62 Stayed 1354-YZFNB Male 53 Yes 3 Mad River 95552 40.390301 -123.412327 0 4 Offer E Yes 29.09 No No Two Year No Credit Card 19.55 68.8 0 0 116.36 185.16 Stayed 1355-KUSBG Female 56 Yes 2 Fall River Mills 96028 41.017282 -121.468945 1 7 Offer E Yes 9.1 Yes Yes DSL 28 No No No No No No No Yes Month-to-Month No Bank Withdrawal 48.8 349.8 0 0 63.7 413.5 Stayed 1356-MKYSK Male 44 No 0 Castro Valley 94546 37.708327 -122.083473 0 6 Offer E Yes 46.59 No Yes DSL 7 Yes No Yes Yes Yes Yes Yes No Month-to-Month No Credit Card 78.65 483.3 0 10 279.54 772.84 Stayed 1357-BIJKI Male 46 Yes 0 Mission Viejo 92691 33.611945 -117.665867 10 50 Offer B Yes 38.29 Yes Yes Fiber Optic 16 No Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 98.25 4858.7 3.55 0 1914.5 6769.65 Stayed 1357-MVDOZ Male 25 Yes 1 Firebaugh 93622 36.785618 -120.625382 7 11 Offer D Yes 21.14 No Yes DSL 47 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 59.65 683.25 0 0 232.54 915.79 Stayed 1360-JYXKQ Female 68 Yes 0 South Gate 90280 33.944624 -118.192615 1 54 None Yes 22.05 No Yes Fiber Optic 17 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 99.1 5437.1 0 0 1190.7 6627.8 Stayed 1360-RCYRT Male 45 Yes 1 Forest Knolls 94933 38.010092 -122.689442 2 23 Offer D No Yes DSL 19 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 30.35 678.75 0 0 0 678.75 Stayed 1360-XFJMR Female 50 Yes 0 Washington 95986 39.34128 -120.786867 6 67 None Yes 17.72 Yes Yes Fiber Optic 23 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 109.7 7344.45 0 0 1187.24 8531.69 Stayed 1363-TXLSL Male 80 Yes 0 San Lucas 93954 36.125529 -120.864443 0 1 Offer E Yes 39.1 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.3 70.3 0 0 39.1 109.4 Churned Competitor Competitor had better devices 1370-GGAWX Female 55 No 0 Beverly Hills 90211 34.063947 -118.383001 0 46 None Yes 33.18 Yes Yes Fiber Optic 3 No Yes Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 94.15 4408.45 0 0 1526.28 5934.73 Stayed 1371-DWPAZ Female 64 Yes 0 Redcrest 95569 40.363446 -123.835041 2 10 None No Yes DSL 8 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 56.05 560.5 0 0 0 560.5 Stayed 1371-OJCEK Female 25 No 0 Standish 96128 40.346634 -120.386422 0 48 None Yes 13.67 Yes No One Year No Bank Withdrawal 24.35 1133.7 0 0 656.16 1789.86 Stayed 1371-WEPDS Male 71 Yes 0 Chowchilla 93610 37.100948 -120.270136 8 40 None Yes 28.56 No Yes DSL 18 No No No No No Yes Yes No One Year No Bank Withdrawal 55.8 2283.3 0 50 1142.4 3475.7 Stayed 1373-ORVIZ Female 62 Yes 0 Modesto 95351 37.621458 -121.012295 1 11 Offer D Yes 15.69 Yes Yes DSL 12 No No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 66.35 740.8 0 0 172.59 913.39 Churned Competitor Competitor had better devices 1374-DMZUI Female 65 No 0 San Ramon 94583 37.766556 -121.976784 0 4 Offer E Yes 49.5 Yes Yes Fiber Optic 23 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.3 424.45 0 0 198 622.45 Churned Competitor Competitor made better offer 1376-HHBDV Female 37 No 0 Santa Monica 90401 34.015481 -118.493231 0 30 Offer C Yes 10.74 No Yes DSL 13 Yes No No No No No No Yes Month-to-Month Yes Credit Card 48.8 1536.75 0 0 322.2 1858.95 Stayed 1379-FRVEB Male 31 No 1 San Bernardino 92401 34.105935 -117.2914 0 15 Offer D Yes 30.22 Yes Yes Fiber Optic 12 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 91 1430.05 0 0 453.3 1883.35 Stayed 1383-EZRWL Female 62 No 0 Long Beach 90810 33.819814 -118.222416 0 7 Offer E Yes 48.22 No No Month-to-Month No Mailed Check 20.05 164.85 0 0 337.54 502.39 Churned Other Moved 1384-RCUXW Male 58 No 0 French Gulch 96033 40.740138 -122.587476 0 16 None Yes 34.18 Yes Yes Fiber Optic 8 No Yes No No No No No Yes Month-to-Month Yes Credit Card 80.55 1248.9 0 0 546.88 1795.78 Stayed 1385-TQOZW Female 32 No 0 Branscomb 95417 39.710591 -123.682799 0 9 Offer E Yes 45.99 No No Month-to-Month Yes Credit Card 20.45 147.55 0 0 413.91 561.46 Stayed 1386-ZIKUV Male 42 No 0 Glenhaven 95443 39.045246 -122.743181 0 7 Offer E Yes 33.18 No No Month-to-Month Yes Credit Card 18.95 130.55 0 0 232.26 362.81 Stayed 1389-CXMLU Male 65 No 0 Downey 90242 33.921793 -118.140588 0 3 Offer E Yes 26.32 Yes Yes Fiber Optic 8 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 91.05 289.1 0 0 78.96 368.06 Churned Competitor Competitor made better offer 1389-WNUIB Female 21 Yes 3 San Diego 92154 32.578103 -117.012975 7 20 None Yes 15.29 Yes Yes Cable 59 Yes No No No Yes Yes Yes No One Year No Bank Withdrawal 76 1588.75 7.3 70 305.8 1957.25 Stayed 1391-UBDAR Male 27 No 0 Riverside 92504 33.9108 -117.398153 0 11 Offer D Yes 18.33 No Yes Fiber Optic 76 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 72.9 818.45 0 0 201.63 1020.08 Stayed 1393-IMKZG Female 50 No 0 Fullerton 92831 33.879983 -117.895482 0 1 None Yes 2.7 No Yes Fiber Optic 14 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.85 95.85 0 0 2.7 98.55 Joined 1394-SUIUH Female 70 Yes 0 Mount Shasta 96067 41.33832 -122.290756 4 44 None Yes 44.44 No Yes Fiber Optic 6 Yes Yes No Yes No No No Yes Two Year Yes Bank Withdrawal 85.15 3670.5 0 0 1955.36 5625.86 Stayed 1395-OFUWC Male 44 Yes 3 Los Angeles 90067 34.057496 -118.413959 5 43 Offer B No Yes Cable 53 No Yes No No No No No Yes Month-to-Month No Credit Card 29.3 1224.05 0 0 0 1224.05 Stayed 1395-WSWXR Male 40 No 0 Weldon 93283 35.55647 -118.244914 0 24 None Yes 47.51 No No Two Year No Credit Card 20.75 487.05 0 0 1140.24 1627.29 Stayed 1396-QWFBJ Female 32 Yes 0 Rancho Santa Margarita 92688 33.624654 -117.611733 1 21 None Yes 5.07 No Yes Fiber Optic 26 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.05 1565.7 0 0 106.47 1672.17 Churned Dissatisfaction Lack of self-service on Website 1397-XKKWR Male 47 No 0 San Jose 95112 37.343827 -121.883119 0 7 None No Yes DSL 14 Yes No Yes No No No No Yes One Year No Credit Card 35.3 264.8 0 0 0 264.8 Stayed 1399-OUPJN Female 43 Yes 2 Bellflower 90706 33.887676 -118.127289 3 57 None Yes 12.26 No No Two Year No Bank Withdrawal 19.75 1272.05 0 0 698.82 1970.87 Stayed 1399-UBQIU Male 35 No 0 Orange 92867 33.81859 -117.821288 0 11 None Yes 16.14 No Yes DSL 8 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal -3 712.25 0 0 177.54 889.79 Stayed 1400-MMYXY Male 71 Yes 0 Alhambra 91801 34.090925 -118.128164 1 3 None Yes 41.3 Yes Yes Fiber Optic 2 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 105.9 334.65 0 0 123.9 458.55 Churned Attitude Attitude of service provider 1400-WIVLL Male 31 Yes 0 Oakdale 95361 37.785033 -120.776141 2 57 None Yes 16.78 Yes Yes Fiber Optic 29 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 107.95 5969.85 0 0 956.46 6926.31 Stayed 1401-FTHFQ Male 64 Yes 1 Culver City 90232 34.019323 -118.391902 2 23 Offer D Yes 24.22 No No One Year Yes Credit Card 20 445.3 0 0 557.06 1002.36 Stayed 1402-PTHGN Female 22 Yes 2 Elk Grove 95624 38.434138 -121.30587 7 18 Offer D Yes 40.36 No Yes DSL 51 Yes Yes No Yes No No No Yes One Year Yes Credit Card 61.5 1087.45 0 0 726.48 1813.93 Stayed 1403-GYAFU Male 47 Yes 2 Irvine 92604 33.688546 -117.788091 5 70 Offer A Yes 48.57 No No Two Year No Credit Card 20.05 1360.25 0 0 3399.9 4760.15 Stayed 1403-LKLIK Female 23 Yes 3 Olympic Valley 96146 39.191797 -120.212401 3 33 None Yes 28.4 No No One Year No Credit Card 20.1 579.4 0 0 937.2 1516.6 Stayed 1406-PUQVY Male 29 No 1 Madison 95653 38.674276 -121.961866 0 1 Offer E Yes 6.35 No Yes DSL 76 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.9 49.9 0 0 6.35 56.25 Joined 1407-DIGZV Female 32 Yes 2 Redding 96003 40.677649 -122.29467 9 3 None Yes 45.33 No No Two Year No Mailed Check 19.1 52 0 0 135.99 187.99 Joined 1409-PHXTF Male 77 Yes 0 Lemon Grove 91945 32.733564 -117.033713 5 54 Offer B Yes 32.56 Yes Yes Fiber Optic 16 No Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 110.45 6077.75 0 0 1758.24 7835.99 Stayed 1410-RSCMR Male 47 Yes 2 Edwards 93523 34.966777 -117.961179 3 7 None Yes 49.98 No Yes Cable 25 Yes No Yes Yes No Yes Yes Yes Month-to-Month Yes Credit Card 71.35 515.75 0 0 349.86 865.61 Stayed 1414-YADCW Male 45 Yes 0 Deer Park 94576 38.554383 -122.474773 3 70 Offer A Yes 1.07 No Yes Fiber Optic 21 Yes Yes No Yes No No No Yes Two Year No Bank Withdrawal 84.6 5706.2 0 0 74.9 5781.1 Stayed 1415-YFWLT Female 68 No 0 Shaver Lake 93664 37.223 -119.001021 0 1 Offer E Yes 30.23 No Yes Fiber Optic 30 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 89.3 89.3 0 0 30.23 119.53 Churned Competitor Competitor had better devices 1421-HCERK Male 75 Yes 0 Lakeshore 93634 37.290606 -119.216328 6 30 None Yes 33.48 Yes Yes Fiber Optic 22 Yes Yes Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 105.7 3181.8 0 0 1004.4 4186.2 Stayed 1422-DGUBX Male 64 Yes 0 Sacramento 95832 38.445939 -121.496855 4 32 None Yes 43.11 Yes Yes Fiber Optic 18 No No No Yes No No No Yes One Year Yes Bank Withdrawal 79.25 2619.15 16.96 0 1379.52 3981.71 Stayed 1423-BMPBQ Female 62 Yes 1 Anaheim 92808 33.850452 -117.726668 1 1 Offer E Yes 28.28 No No Month-to-Month Yes Credit Card 19 19 0 0 28.28 47.28 Joined 1427-VERSM Female 62 Yes 0 Shasta 96087 40.617614 -122.512861 3 56 Offer B Yes 7 No Yes Fiber Optic 18 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.7 5669.5 0 0 392 6061.5 Stayed 1428-GTBJJ Male 20 No 0 Jenner 95450 38.505995 -123.187019 0 11 None Yes 5.4 No Yes Fiber Optic 41 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.55 824.75 0 0 59.4 884.15 Churned Price Long distance charges 1428-IEDPR Male 54 No 0 Sacramento 95816 38.574856 -121.46504 0 52 None Yes 20.8 Yes Yes Fiber Optic 30 Yes No Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 109.3 5731.4 3.85 60 1081.6 6869.15 Stayed 1429-UYJSV Female 57 No 0 San Jose 95119 37.233226 -121.78809 0 12 Offer D Yes 36.65 No No One Year No Credit Card 19.7 260.9 0 0 439.8 700.7 Stayed 1430-SFQSA Male 46 No 0 Stockton 95212 38.049457 -121.21653 0 29 Offer C No Yes DSL 8 Yes No No Yes No No No Yes One Year No Mailed Check 35.6 1072.6 0 0 0 1072.6 Stayed 1431-AIDJQ Male 44 Yes 1 Walnut Creek 94598 37.916648 -122.008483 1 33 Offer C Yes 1.62 No Yes Cable 30 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 82.1 2603.1 0 0 53.46 2656.56 Stayed 1431-CYWMH Female 35 Yes 1 Fish Camp 93623 37.483535 -119.679414 0 22 Offer D Yes 46.45 No No Month-to-Month No Bank Withdrawal 19.05 454.05 0 0 1021.9 1475.95 Stayed 1432-FPAXX Female 53 No 0 Beale Afb 95903 39.125311 -121.392283 0 29 None No Yes DSL 7 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 30.6 856.35 0 0 0 856.35 Churned Dissatisfaction Product dissatisfaction 1436-ZMJAN Female 62 Yes 0 Gerber 96035 40.03194 -122.176023 6 10 Offer D Yes 37.08 No Yes Cable 7 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 67.8 653.15 0 0 370.8 1023.95 Stayed 1439-LCGVL Female 42 Yes 0 Los Angeles 90035 34.051809 -118.383843 10 26 Offer C Yes 1.75 No No One Year No Credit Card -5 459.6 0 0 45.5 505.1 Stayed 1442-BQPVU Female 33 No 0 Culver City 90230 33.993991 -118.39704 0 13 None No Yes DSL 28 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 29.15 357.15 0 0 0 357.15 Stayed 1442-OKRJE Male 40 Yes 2 Los Angeles 90021 34.029043 -118.239504 7 66 None Yes 39.45 No Yes Fiber Optic 19 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.15 7031.3 0 0 2603.7 9635 Stayed 1444-VVSGW Male 51 Yes 0 Los Molinos 96055 40.059385 -122.091481 1 70 Offer A Yes 17.17 Yes Yes Fiber Optic 20 Yes Yes Yes Yes Yes Yes Yes No One Year No Credit Card 115.65 7968.85 0 10 1201.9 9180.75 Churned Dissatisfaction Product dissatisfaction 1447-GIQMR Male 54 Yes 0 Los Angeles 90062 34.003553 -118.308933 1 1 None Yes 2.2 No Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.15 69.15 0 0 2.2 71.35 Churned Competitor Competitor offered more data 1447-PJGGA Female 39 No 0 San Diego 92117 32.825086 -117.199424 0 57 None Yes 17.55 No Yes Fiber Optic 15 No No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 95.25 5464.65 0 0 1000.35 6465 Churned Competitor Competitor made better offer 1448-CYWKC Female 61 Yes 3 Coronado 92118 32.68674 -117.186612 2 58 None Yes 43.01 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 105.2 6225.4 34.83 0 2494.58 8685.15 Stayed 1448-PWKYE Male 48 Yes 0 Shafter 93263 35.490705 -119.286833 1 1 Offer E Yes 35.71 No Yes Cable 3 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 80 80 0 0 35.71 115.71 Churned Competitor Competitor had better devices 1449-XQEMT Male 33 No 0 Susanville 96130 40.559177 -120.612113 0 3 Offer E Yes 15.12 No No Month-to-Month Yes Mailed Check 19.8 58.15 0 0 45.36 103.51 Churned Price Long distance charges 1450-GALXR Female 33 No 0 Friant 93626 37.027663 -119.69056 0 10 None Yes 14.53 Yes Yes Fiber Optic 30 No No No Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 98.5 1058.25 0 110 145.3 1313.55 Churned Competitor Competitor had better devices 1450-SKCVI Female 22 No 0 Del Mar 92014 32.948262 -117.256086 0 56 None Yes 35.59 No Yes Fiber Optic 69 No Yes No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 73.85 4092.85 0 0 1993.04 6085.89 Churned Attitude Attitude of support person 1452-KIOVK Male 42 No 3 Los Angeles 90007 34.027337 -118.28515 0 22 Offer D Yes 29.54 Yes Yes Fiber Optic 53 No Yes No No Yes No No Yes Month-to-Month Yes Credit Card 89.1 1949.4 0 0 649.88 2599.28 Stayed 1452-UZOSF Male 31 Yes 1 Guerneville 95446 38.52576 -123.013347 9 72 Offer A Yes 7.16 Yes Yes Fiber Optic 24 Yes Yes Yes Yes Yes No No Yes Two Year Yes Credit Card 106.1 7548.6 23.39 0 515.52 8040.73 Stayed 1452-VOQCH Male 61 No 0 Hinkley 92347 34.983808 -117.239306 0 1 None Yes 4.53 Yes Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.1 75.1 0 0 4.53 79.63 Joined 1452-XRSJV Female 59 Yes 2 Oakland 94612 37.809014 -122.269739 3 39 None Yes 15.06 No Yes DSL 11 Yes No No No No No No Yes Month-to-Month No Credit Card 51.05 2066 0 0 587.34 2653.34 Stayed 1453-RZFON Female 39 No 3 Cantua Creek 93608 36.488056 -120.407691 0 1 Offer E Yes 9 No Yes Cable 53 Yes No No No No No No Yes Month-to-Month No Credit Card 49.9 49.9 0 0 9 58.9 Joined 1455-ESIQH Male 44 No 0 Oakland 94619 37.787186 -122.14633 0 1 None Yes 16.06 No Yes Fiber Optic 3 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.1 89.1 0 0 16.06 105.16 Churned Other Moved 1455-HFBXA Male 61 Yes 0 Bethel Island 94511 38.050558 -121.646924 3 52 Offer B Yes 18.02 Yes Yes Fiber Optic 3 Yes No Yes Yes No No No No Two Year Yes Credit Card 91.6 4627.8 0 60 937.04 5624.84 Stayed 1455-UGQVH Male 35 Yes 0 Acampo 95220 38.200231 -121.235034 1 10 Offer D Yes 1.09 Yes Yes Fiber Optic 18 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.5 1037.75 0 0 10.9 1048.65 Churned Dissatisfaction Lack of self-service on Website 1456-TWCGB Male 34 No 0 Bakersfield 93309 35.342891 -119.064803 0 4 None Yes 38.01 No Yes Cable 5 No Yes No No No No No Yes Month-to-Month No Mailed Check 49.25 208.45 0 0 152.04 360.49 Stayed 1459-QNFQT Male 21 Yes 0 San Jose 95122 37.32886 -121.834567 7 70 Offer A No Yes DSL 30 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 59.5 4144.8 23.72 0 0 4121.08 Stayed 1460-UZPRJ Male 39 Yes 0 Heber 92249 32.730583 -115.501083 7 60 None Yes 30.14 No No Two Year No Credit Card 19.95 1258.15 0 0 1808.4 3066.55 Stayed 1465-LNTLJ Male 78 Yes 0 Santa Barbara 93109 34.406256 -119.726936 7 8 Offer E Yes 25.57 No Yes Cable 12 No No Yes Yes No Yes Yes Yes Two Year Yes Credit Card 64.4 581.7 0 0 204.56 786.26 Stayed 1465-VINDH Female 31 Yes 0 Los Angeles 90028 34.099869 -118.326843 1 10 None Yes 32.07 Yes Yes Fiber Optic 22 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 102.1 1068.85 0 0 320.7 1389.55 Churned Competitor Competitor offered higher download speeds 1465-WCZVT Female 44 Yes 3 Badger 93603 36.64545 -118.924982 1 3 None Yes 30.34 No No Month-to-Month No Credit Card 19.65 60.65 0 0 91.02 151.67 Joined 1468-DEFNC Male 69 Yes 1 San Jose 95130 37.277592 -121.986477 9 64 None Yes 37.09 Yes No Two Year Yes Bank Withdrawal 24.4 1548.65 0 0 2373.76 3922.41 Stayed 1469-LBJQJ Female 39 Yes 0 Victorville 92392 34.486835 -117.362274 6 66 Offer A Yes 42.23 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.2 6936.85 0 0 2787.18 9724.03 Stayed 1470-PSXNM Male 27 Yes 2 San Diego 92110 32.76501 -117.19938 7 49 None Yes 36.08 Yes Yes Fiber Optic 59 No Yes Yes No Yes No No Yes One Year Yes Bank Withdrawal 93.65 4520.15 33.13 0 1767.92 6254.94 Stayed 1471-GIQKQ Female 37 No 0 Niland 92257 33.345825 -115.596574 0 1 None Yes 44.98 No Yes DSL 27 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 49.95 49.95 0 0 44.98 94.93 Joined 1472-TNCWL Male 55 No 1 El Sobrante 94803 37.963995 -122.288296 0 36 None Yes 21.3 No Yes Fiber Optic 18 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.7 3512.5 0 0 766.8 4279.3 Stayed 1474-JUWSM Female 24 Yes 0 Lynwood 90262 33.923573 -118.200669 8 58 None Yes 26.99 Yes Yes Cable 53 Yes No No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 68.4 3972.25 0 0 1565.42 5537.67 Stayed 1475-VWVDO Male 55 No 0 Dos Palos 93620 37.045728 -120.630682 0 7 Offer E Yes 34.59 No Yes Fiber Optic 12 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 74.9 490.55 0 0 242.13 732.68 Stayed 1478-VPOAD Female 39 No 0 Calpine 96124 39.672813 -120.456699 0 1 Offer E Yes 37.5 No Yes DSL 3 No No No No No No No Yes Month-to-Month No Bank Withdrawal 43.8 43.8 0 0 37.5 81.3 Joined 1480-BKXGA Male 75 Yes 0 Mentone 92359 34.103578 -117.04054 5 72 Offer A Yes 21.37 Yes Yes Fiber Optic 13 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 116.05 8404.9 0 120 1538.64 10063.54 Stayed 1480-IVEVR Male 76 Yes 0 Montara 94037 37.540582 -122.509594 2 35 None Yes 4.16 Yes Yes Fiber Optic 28 No No Yes No No No No Yes One Year Yes Bank Withdrawal 81.6 2815.25 0 0 145.6 2960.85 Stayed 1481-ZUWZA Male 52 No 0 Klamath 95548 41.572813 -124.035011 0 28 None Yes 35.52 Yes Yes Fiber Optic 26 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 94.5 2659.4 0 0 994.56 3653.96 Churned Dissatisfaction Service dissatisfaction 1482-OXZSY Male 45 No 0 Freedom 95019 36.936228 -121.785559 0 30 Offer C Yes 17.26 Yes Yes Fiber Optic 19 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.4 2936.25 0 0 517.8 3454.05 Stayed 1485-YDHMM Male 49 Yes 1 San Ardo 93450 35.996008 -120.85305 1 52 None Yes 11.3 Yes Yes Fiber Optic 10 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.25 4631.7 0 0 587.6 5219.3 Stayed 1488-PBLJN Female 63 Yes 1 San Diego 92124 32.827238 -117.089287 1 72 Offer A Yes 31.83 Yes Yes Fiber Optic 14 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 116.85 8477.7 0 0 2291.76 10769.46 Stayed 1488-SYSFC Male 31 Yes 1 Arcadia 91007 34.128284 -118.047732 10 31 None Yes 9.56 No No Month-to-Month Yes Bank Withdrawal 20.65 702.05 43.76 0 296.36 954.65 Stayed 1492-KGETH Male 25 Yes 1 Ojai 93023 34.581308 -118.931948 2 70 Offer A Yes 35.9 Yes Yes Cable 59 Yes Yes Yes Yes No Yes Yes Yes One Year No Bank Withdrawal 78.35 5445.95 0 0 2513 7958.95 Stayed 1492-QGCLU Male 51 Yes 2 San Diego 92109 32.787836 -117.232376 5 53 None Yes 26.84 Yes Yes Cable 12 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 85.7 4616.1 0 0 1422.52 6038.62 Stayed 1493-AMTIE Male 28 No 0 Ivanhoe 93235 36.385818 -119.224243 0 1 Offer E Yes 10.98 No No Month-to-Month Yes Bank Withdrawal 20.2 20.2 0 0 10.98 31.18 Churned Price Long distance charges 1494-EJZDW Female 51 Yes 3 Nice 95464 39.12334 -122.838198 1 10 None Yes 18.62 No No Two Year No Credit Card 20.15 220.8 0 0 186.2 407 Stayed 1496-GGSUK Female 68 No 0 Fulton 95439 38.493888 -122.777141 0 1 None No Yes Cable 9 No No No No No No No Yes Month-to-Month Yes Mailed Check 25.7 25.7 0 0 0 25.7 Churned Attitude Attitude of service provider 1498-DQNRX Female 46 Yes 0 Westwood 96137 40.271535 -121.018087 0 29 None Yes 5.69 No No Month-to-Month No Mailed Check 19.85 573.05 0 0 165.01 738.06 Stayed 1498-NHTLT Male 21 Yes 3 Citrus Heights 95621 38.69549 -121.307864 4 59 Offer B Yes 42.37 No Yes Cable 73 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 86.75 5186 0 150 2499.83 7835.83 Stayed 1501-SGHBW Male 34 No 0 Guatay 91931 32.857946 -116.561917 0 2 None Yes 19.52 No Yes Cable 16 No No No No No No No Yes Month-to-Month No Credit Card 45.85 81 0 0 39.04 120.04 Churned Competitor Competitor made better offer 1502-XFCVR Female 57 No 0 Los Angeles 90038 34.088017 -118.327168 0 58 Offer B Yes 14.99 No Yes Fiber Optic 12 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 106.45 6145.85 0 0 869.42 7015.27 Churned Competitor Competitor offered higher download speeds 1506-YJTYT Male 21 Yes 1 Oakley 94561 37.999406 -121.686241 9 45 Offer B Yes 25.69 Yes Yes DSL 26 Yes Yes No Yes Yes No No Yes Two Year No Credit Card 73.85 3371 0 0 1156.05 4527.05 Stayed 1508-DFXCU Male 32 No 0 Riverside 92501 33.994676 -117.372498 0 12 None Yes 11.04 No Yes Fiber Optic 16 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 81.45 912 0 0 132.48 1044.48 Stayed 1513-XNPPH Female 36 No 0 Los Angeles 90037 34.002642 -118.287596 0 12 Offer D Yes 17.46 No Yes Fiber Optic 9 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.4 1095.65 0 0 209.52 1305.17 Churned Dissatisfaction Product dissatisfaction 1518-OMDIK Male 23 Yes 0 Rohnert Park 94928 38.34719 -122.697822 6 33 Offer C Yes 48.49 No Yes DSL 51 No No No No No No No Yes Month-to-Month Yes Credit Card 44.55 1462.6 0 0 1600.17 3062.77 Stayed 1518-VOWAV Female 31 No 0 Fallbrook 92028 33.362575 -117.299644 0 9 Offer E Yes 36.43 No Yes DSL 16 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 74.65 703.55 0 0 327.87 1031.42 Churned Competitor Competitor made better offer 1522-VVDMG Male 25 Yes 0 Oakland 94611 37.828416 -122.216005 1 7 None Yes 19.23 No Yes Fiber Optic 52 No Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.75 608.8 26.02 0 134.61 717.39 Churned Dissatisfaction Poor expertise of online support 1525-LNLOJ Male 34 Yes 0 Bakersfield 93305 35.391733 -118.984109 5 66 None Yes 32.04 Yes Yes DSL 19 No No Yes No Yes No No Yes Two Year Yes Bank Withdrawal 63.3 4189.7 40.62 0 2114.64 6263.72 Stayed 1527-SXDPN Male 63 Yes 0 San Diego 92109 32.787836 -117.232376 1 52 None Yes 46.59 Yes Yes Fiber Optic 26 No No Yes Yes No Yes Yes No Two Year Yes Bank Withdrawal 96.25 4990.25 0 120 2422.68 7532.93 Churned Competitor Competitor made better offer 1530-ZTDOZ Female 57 Yes 0 Studio City 91604 34.139082 -118.39275 6 49 None No Yes Cable 11 Yes No No No Yes No No Yes Month-to-Month No Bank Withdrawal 40.65 2070.75 0 0 0 2070.75 Stayed 1534-OULXE Female 34 Yes 2 Atherton 94027 37.454924 -122.203168 2 61 Offer B Yes 42.85 No Yes DSL 11 Yes No No No No No No Yes One Year Yes Bank Withdrawal 49.7 2961.4 0 0 2613.85 5575.25 Stayed 1535-VTJOQ Female 19 No 0 Thornton 95686 38.157794 -121.520223 0 24 None Yes 26.64 Yes No Two Year No Credit Card 25.15 553 0 0 639.36 1192.36 Stayed 1536-HBSWP Female 33 No 0 Terra Bella 93270 35.939068 -119.043666 0 1 None Yes 14.93 No Yes DSL 4 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 49.9 49.9 0 0 14.93 64.83 Joined 1536-YHDOE Male 58 Yes 3 Round Mountain 96084 40.923558 -122.059933 10 17 None Yes 32.27 Yes Yes Cable 28 Yes No No Yes No No No Yes One Year Yes Credit Card 62.1 1096.65 0 0 548.59 1645.24 Stayed 1539-LNKHM Female 53 No 0 Orange Cove 93646 36.633498 -119.298895 0 12 Offer D Yes 23.2 No No Month-to-Month No Credit Card 20.4 266.6 0 0 278.4 545 Stayed 1541-ETJZO Male 58 No 0 Wheatland 95692 39.043387 -121.409837 0 1 Offer E Yes 47.83 Yes Yes DSL 12 No No Yes Yes No No No No Month-to-Month No Mailed Check 62.05 62.05 0 10 47.83 119.88 Churned Other Moved 1543-LLLFT Male 77 Yes 0 Waterford 95386 37.669516 -120.626964 2 61 None Yes 2.19 Yes Yes Fiber Optic 8 No Yes Yes Yes Yes No No Yes One Year Yes Credit Card 98.3 6066.55 0 0 133.59 6200.14 Stayed 1544-JJMYL Male 19 No 0 San Jose 95119 37.233226 -121.78809 0 27 None Yes 36.39 No Yes DSL 26 Yes No Yes Yes Yes No Yes Yes One Year No Credit Card 69.35 1927.3 0 0 982.53 2909.83 Stayed 1545-ACTAS Female 53 Yes 2 West Covina 91791 34.061634 -117.893169 2 48 Offer B Yes 36.18 No Yes Fiber Optic 29 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 99.7 4977.2 0 0 1736.64 6713.84 Stayed 1545-JFUML Male 50 Yes 0 San Diego 92111 32.805518 -117.169052 5 71 None Yes 44.06 Yes Yes Fiber Optic 6 Yes Yes Yes No Yes No No No Two Year Yes Bank Withdrawal 99 6994.6 0 40 3128.26 10162.86 Stayed 1548-ARAGG Female 28 Yes 3 Cedar Glen 92321 34.255203 -117.175654 9 4 None Yes 35.2 Yes Yes DSL 52 No Yes No Yes No No No Yes Month-to-Month Yes Credit Card 58.5 224.85 0 0 140.8 365.65 Stayed 1548-FEHVL Male 40 Yes 0 Weed 96094 41.465121 -122.380947 6 61 None Yes 27.66 Yes Yes Fiber Optic 29 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.2 6375.2 0 0 1687.26 8062.46 Stayed 1550-EENBN Female 23 No 0 Concord 94519 37.990118 -122.012188 0 31 None Yes 45.71 Yes Yes Fiber Optic 58 Yes Yes No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 104.35 3205.6 0 0 1417.01 4622.61 Stayed 1550-LOAHA Female 53 Yes 0 Orangevale 95662 38.689174 -121.218435 1 32 None Yes 37.48 No Yes Fiber Optic 13 No Yes No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 84.15 2585.95 0 0 1199.36 3785.31 Churned Dissatisfaction Limited range of services 1552-AAGRX Female 22 No 0 Visalia 93277 36.303793 -119.375646 0 30 None Yes 42.49 Yes Yes Fiber Optic 73 Yes No No Yes Yes Yes Yes No Month-to-Month No Bank Withdrawal 106.4 3211.9 0 60 1274.7 4546.6 Stayed 1552-CZCLL Female 31 Yes 1 Descanso 91916 32.912664 -116.635387 4 55 Offer B Yes 31.3 No No Month-to-Month No Credit Card 20 1087.25 0 0 1721.5 2808.75 Stayed 1552-TKMXS Female 37 Yes 0 Fresno 93705 36.78724 -119.827813 0 42 Offer B Yes 5.95 No No Month-to-Month No Credit Card 20.35 869.9 0 0 249.9 1119.8 Stayed 1555-DJEQW Female 21 Yes 0 Cupertino 95014 37.306612 -122.080621 1 70 Offer A Yes 16.78 Yes Yes Fiber Optic 48 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 114.2 7723.9 48.54 0 1174.6 8849.96 Churned Price Price too high 1555-HAPSU Female 25 Yes 2 Fresno 93727 36.751489 -119.68072 1 71 Offer A Yes 29.41 Yes No Two Year No Credit Card 23.9 1663.5 0 0 2088.11 3751.61 Stayed 1557-EMYVT Female 25 No 0 Tecate 91980 32.587557 -116.636816 0 43 Offer B Yes 24.85 Yes Yes Fiber Optic 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 115.05 4895.1 10.76 0 1068.55 5952.89 Stayed 1559-DTODC Male 37 No 0 Santa Barbara 93111 34.460197 -119.802602 0 19 Offer D No Yes DSL 6 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 25.15 468.35 0 0 0 468.35 Stayed 1561-BWHIN Male 33 Yes 1 Maywood 90270 33.988572 -118.186565 1 19 Offer D Yes 13.13 No No One Year No Credit Card 19.8 344.5 0 0 249.47 593.97 Stayed 1563-IWQEX Female 43 No 0 Chula Vista 91913 32.64164 -116.985026 0 12 None Yes 18.71 No No Month-to-Month No Credit Card 19.7 220.35 0 0 224.52 444.87 Stayed 1564-HJUVY Male 53 No 0 Modesto 95354 37.639029 -120.964772 0 4 None Yes 3.03 No Yes DSL 11 No Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 63.75 226.2 0 0 12.12 238.32 Stayed 1564-NTYXF Female 79 No 0 San Marcos 92078 33.119028 -117.166036 0 13 None Yes 4.45 Yes Yes Fiber Optic 25 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 82 1127.2 0 0 57.85 1185.05 Churned Attitude Attitude of support person 1565-RHDJD Female 21 No 0 Palo Cedro 96073 40.582399 -122.195512 0 4 None Yes 41.72 Yes Yes Fiber Optic 69 No Yes Yes No No No Yes Yes Month-to-Month No Bank Withdrawal 84.05 333.55 0 0 166.88 500.43 Churned Competitor Competitor offered higher download speeds 1567-DSCIC Male 59 No 0 San Mateo 94401 37.590421 -122.306467 0 8 None Yes 23.89 Yes Yes Fiber Optic 14 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 94 773.65 0 0 191.12 964.77 Churned Dissatisfaction Product dissatisfaction 1568-BEKZM Male 65 Yes 0 Baldwin Park 91706 34.098275 -117.967399 7 70 None Yes 12.07 Yes Yes DSL 17 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 90.05 6333.4 0 0 844.9 7178.3 Stayed 1568-LJSZU Male 39 Yes 0 Harbor City 90710 33.798266 -118.300237 4 68 Offer A Yes 38.38 Yes Yes DSL 20 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 92.2 6392.85 0 0 2609.84 9002.69 Stayed 1569-TTNYJ Male 55 Yes 0 Richmond 94805 37.941456 -122.320968 1 5 None Yes 1.16 Yes Yes Fiber Optic 7 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 78.75 412.1 0 10 5.8 427.9 Churned Other Don't know 1571-SAVHK Male 20 No 0 Meadow Vista 95722 39.003358 -121.022539 0 12 None Yes 28.16 Yes Yes Fiber Optic 42 No No No Yes Yes Yes Yes No Month-to-Month Yes Credit Card 99.95 1132.75 0 120 337.92 1590.67 Churned Competitor Competitor had better devices 1573-LGXBA Male 26 Yes 3 Soledad 93960 36.414216 -121.360597 1 57 None Yes 4.18 No Yes Fiber Optic 73 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 97.55 5598 0 0 238.26 5836.26 Stayed 1574-DYCWE Female 60 Yes 1 Escondido 92027 33.141265 -116.967221 10 51 Offer B Yes 14.54 No No Two Year No Credit Card 19.95 1028.75 0 0 741.54 1770.29 Stayed 1575-KRZZE Female 64 No 0 Murphys 95247 38.147852 -120.440124 0 4 Offer E Yes 7.49 No Yes Cable 17 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 55.2 220.65 0 0 29.96 250.61 Stayed 1576-PFZIW Male 70 Yes 0 Bakersfield 93301 35.383937 -119.020428 2 70 Offer A Yes 14.48 No Yes Fiber Optic 7 Yes Yes Yes No Yes Yes Yes Yes Two Year No Credit Card 105.35 7511.9 0 0 1013.6 8525.5 Stayed 1577-HKTFG Female 42 Yes 0 Elk Grove 95624 38.434138 -121.30587 1 30 None Yes 15.36 No No Month-to-Month No Bank Withdrawal 19.65 655.85 0 0 460.8 1116.65 Churned Attitude Attitude of support person 1579-KLYDT Male 31 No 0 Hickman 95323 37.605926 -120.69955 0 7 Offer E Yes 35.91 Yes Yes Fiber Optic 27 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.45 593.45 0 0 251.37 844.82 Churned Competitor Competitor made better offer 1580-BMCMR Male 66 No 0 Tehachapi 93561 35.073777 -118.652112 0 19 None Yes 29.8 No Yes Fiber Optic 16 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 87.3 1637.3 0 0 566.2 2203.5 Stayed 1582-RAFML Male 26 No 0 Sacramento 95821 38.625096 -121.383658 0 1 Offer E Yes 23.63 Yes Yes Cable 85 No Yes No Yes No No No Yes Month-to-Month No Mailed Check 60.1 60.1 0 0 23.63 83.73 Churned Competitor Competitor had better devices 1583-IHQZE Male 60 No 0 Camarillo 93010 34.227846 -119.079903 0 12 None Yes 16.45 Yes Yes Cable 23 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Mailed Check 112.95 1384.75 0 0 197.4 1582.15 Churned Attitude Attitude of support person 1585-MQSSU Male 36 No 0 Santa Rosa 95404 38.526941 -122.709096 0 17 Offer D Yes 46.6 No Yes Cable 2 No No No Yes No No No Yes Month-to-Month No Mailed Check 51.5 900.5 35.34 0 792.2 1657.36 Churned Dissatisfaction Lack of self-service on Website 1587-FKLZB Male 79 Yes 0 Santa Barbara 93101 34.419203 -119.710008 1 66 Offer A Yes 28.86 Yes Yes Fiber Optic 25 No No Yes No Yes Yes No Yes Month-to-Month Yes Credit Card 99.5 6822.15 0 0 1904.76 8726.91 Churned Competitor Competitor had better devices 1589-AGTLK Male 26 No 0 San Diego 92129 32.961064 -117.134917 0 3 None Yes 36.48 No Yes DSL 59 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.35 141.5 0 0 109.44 250.94 Churned Other Don't know 1591-MQJTP Male 76 Yes 0 Long Beach 90804 33.783047 -118.1486 7 51 Offer B Yes 2.21 Yes Yes Fiber Optic 10 Yes No Yes No No Yes No Yes One Year Yes Bank Withdrawal 93.65 4839.15 0 0 112.71 4951.86 Stayed 1591-NFNLQ Male 38 No 0 Fallbrook 92028 33.362575 -117.299644 0 51 None Yes 5.62 Yes Yes Fiber Optic 16 No No Yes No No No No Yes Month-to-Month No Credit Card 80 4242.35 0 0 286.62 4528.97 Churned Dissatisfaction Poor expertise of online support 1591-XWLGB Female 44 Yes 0 El Cajon 92021 32.832706 -116.873258 10 71 None Yes 18.41 No No Two Year No Credit Card 19.85 1379.6 0 0 1307.11 2686.71 Stayed 1596-BBVTG Male 53 No 0 San Dimas 91773 34.102119 -117.815532 0 35 Offer C Yes 25.04 Yes Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month No Credit Card 75.35 2636.05 0 0 876.4 3512.45 Churned Dissatisfaction Poor expertise of online support 1596-OQSPS Female 64 No 0 Pasadena 91104 34.165383 -118.123752 0 11 None Yes 2.95 No Yes DSL 21 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 51.1 531.15 0 0 32.45 563.6 Stayed 1597-FZREH Female 39 No 0 Shoshone 92384 35.924252 -116.188668 0 2 Offer E Yes 41.64 No Yes DSL 25 No No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 76.4 160.8 0 0 83.28 244.08 Churned Price Lack of affordable download/upload speed 1597-LHYNC Female 74 No 0 Auburn 95602 38.99003 -121.114408 0 26 None Yes 47.63 Yes Yes Fiber Optic 26 Yes Yes No No No Yes No No Month-to-Month Yes Bank Withdrawal 95 2497.2 0 60 1238.38 3795.58 Churned Price Price too high 1599-EAHXY Male 37 Yes 2 Gold Run 95717 39.170376 -120.838404 1 60 None Yes 28.45 Yes No One Year No Credit Card 23.95 1506.4 0 0 1707 3213.4 Stayed 1599-MMYRQ Male 27 Yes 3 Forestville 95436 38.499302 -122.92444 1 62 None Yes 39.67 No Yes Fiber Optic 41 Yes Yes No No No No No Yes One Year Yes Credit Card 81.45 4983.05 14.15 0 2459.54 7428.44 Stayed 1600-DILPE Female 47 No 0 Richvale 95974 39.495768 -121.747472 0 12 None Yes 36.11 No Yes DSL 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45 524.35 0 0 433.32 957.67 Stayed 1602-IJQQE Female 42 No 0 Whittier 90602 33.972119 -118.020188 0 4 Offer E Yes 29.11 Yes Yes Fiber Optic 9 No No No No No No No Yes Month-to-Month No Bank Withdrawal 75.35 338.1 0 0 116.44 454.54 Churned Competitor Competitor had better devices 1608-GMEWB Male 76 No 0 Stockton 95215 37.946282 -121.139499 0 45 Offer B Yes 15.65 Yes Yes Fiber Optic 18 No No No No Yes Yes No Yes Two Year Yes Bank Withdrawal 93.9 4200.25 0 0 704.25 4904.5 Stayed 1612-EOHDH Female 29 No 0 Pacoima 91331 34.255442 -118.421314 0 1 Offer E Yes 30.92 No Yes DSL 69 No No No No No No Yes Yes Month-to-Month No Bank Withdrawal 45.15 45.15 0 0 30.92 76.07 Churned Attitude Attitude of support person 1614-JBEBI Female 59 No 0 Georgetown 95634 38.9386 -120.785514 0 8 Offer E Yes 26.47 No No Month-to-Month Yes Mailed Check 20.7 137.6 0 0 211.76 349.36 Stayed 1618-CFHME Female 30 No 0 Riverbank 95367 37.734971 -120.954271 0 2 None Yes 26.87 Yes Yes Fiber Optic 52 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.9 143.35 0 0 53.74 197.09 Churned Other Don't know 1619-YWUBB Female 38 Yes 0 Avery 95224 38.208336 -120.339938 2 68 Offer A Yes 26.64 Yes No Two Year Yes Credit Card 24.95 1614.9 0 0 1811.52 3426.42 Stayed 1621-YNCJH Female 54 Yes 0 Sacramento 95823 38.475465 -121.443625 4 36 None Yes 19.24 Yes Yes Fiber Optic 18 Yes Yes Yes Yes No Yes Yes No Two Year Yes Credit Card 106.05 3834.4 0 50 692.64 4577.04 Stayed 1622-HSHSF Female 44 No 0 Biggs 95917 39.457388 -121.818201 0 1 None Yes 10.2 No No Month-to-Month Yes Credit Card 19.55 19.55 0 0 10.2 29.75 Joined 1623-NLDOT Female 55 Yes 0 Lancaster 93534 34.727529 -118.153098 1 42 Offer B No Yes Cable 5 No Yes No Yes No No No No One Year No Mailed Check 33.55 1445.3 0 50 0 1495.3 Churned Competitor Competitor had better devices 1624-NALOJ Male 75 No 0 North Hollywood 91605 34.207295 -118.400022 0 5 None Yes 36.36 Yes Yes Fiber Optic 12 No Yes No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 89.8 502.6 0 0 181.8 684.4 Churned Other Moved 1624-WOIWJ Female 40 No 0 Nicasio 94946 38.065359 -122.665566 0 10 None Yes 45.69 No Yes Fiber Optic 18 Yes No No No Yes No No Yes Month-to-Month Yes Mailed Check 84.7 832.05 12.81 0 456.9 1276.14 Churned Competitor Competitor had better devices 1625-JAIIY Female 42 Yes 0 Torrance 90505 33.807882 -118.347957 1 68 None Yes 44.24 Yes Yes Fiber Optic 5 No No No No Yes No No Yes One Year Yes Bank Withdrawal 83 5685.8 0 0 3008.32 8694.12 Churned Dissatisfaction Product dissatisfaction 1626-ERCMM Male 75 Yes 0 Camp Nelson 93208 36.057458 -118.591951 7 20 None Yes 5.31 Yes Yes Fiber Optic 10 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.55 1899.65 0 0 106.2 2005.85 Churned Competitor Competitor had better devices 1627-AFWVJ Female 30 No 0 Tahoe Vista 96148 39.24124 -120.054765 0 29 None Yes 15.06 No No Two Year No Credit Card 19.4 554.25 0 0 436.74 990.99 Stayed 1628-BIZYP Male 60 No 0 Brentwood 94513 37.908242 -121.682472 0 1 None Yes 15.2 No Yes Fiber Optic 2 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85 85 0 0 15.2 100.2 Joined 1629-DQQVB Female 19 No 0 Keeler 93530 36.560498 -117.962461 0 14 None Yes 36.22 No Yes Cable 59 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 50.1 709.5 0 0 507.08 1216.58 Stayed 1635-FJFCC Female 46 No 0 Acton 93510 34.501452 -118.207862 0 5 None Yes 10.99 No Yes DSL 29 No No No No No No No Yes Month-to-Month Yes Credit Card 44.05 202.15 0 0 54.95 257.1 Stayed 1635-HDGFT Female 29 No 1 Manton 96059 40.426679 -121.850421 0 19 Offer D Yes 35.45 No No Two Year No Credit Card 20.5 398.55 24.07 0 673.55 1048.03 Stayed 1635-NZATJ Male 80 Yes 0 Alameda 94501 37.774633 -122.274434 3 71 Offer A Yes 37.25 Yes No Two Year No Credit Card 25.45 1789.65 0 0 2644.75 4434.4 Stayed 1636-NTNCO Male 72 No 0 Valley Village 91607 34.165783 -118.399795 0 4 None No Yes DSL 10 No Yes No No Yes Yes No Yes Two Year Yes Credit Card 50.95 207.35 0 0 0 207.35 Stayed 1640-PLFMP Female 20 No 0 Los Angeles 90026 34.078991 -118.263804 0 1 None Yes 10.05 No Yes Fiber Optic 51 No No No No No No No No Month-to-Month Yes Bank Withdrawal 70.25 70.25 0 10 10.05 90.3 Joined 1641-BYBTK Male 38 No 2 Stockton 95205 37.965695 -121.260051 0 6 None Yes 16.91 No No Month-to-Month Yes Credit Card 20.2 98.35 0 0 101.46 199.81 Stayed 1641-RQDAY Female 77 Yes 2 Wallace 95254 38.192608 -120.957842 1 32 Offer C Yes 49.21 Yes Yes Fiber Optic 19 No Yes No No Yes Yes No Yes One Year Yes Bank Withdrawal 100.4 3217.65 0 0 1574.72 4792.37 Stayed 1642-HMARX Female 45 Yes 0 Topanga 90290 34.115192 -118.61017 10 68 Offer A Yes 15.65 Yes Yes DSL 5 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 91.7 6424.7 0 0 1064.2 7488.9 Stayed 1644-IRKSF Female 48 Yes 0 La Palma 90623 33.850504 -118.039892 5 33 None Yes 20.02 No Yes Fiber Optic 27 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 93.8 3124.5 0 0 660.66 3785.16 Churned Attitude Attitude of support person 1656-DRSMG Female 40 No 0 Chico 95973 39.903272 -121.843567 0 63 Offer B Yes 19.01 Yes Yes Fiber Optic 20 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 109.85 7002.95 0 0 1197.63 8200.58 Stayed 1657-DYMBM Male 35 Yes 0 Temecula 92591 33.540604 -117.10909 8 53 Offer B Yes 34.46 No No Two Year No Credit Card 19.9 1110.05 0 0 1826.38 2936.43 Stayed 1658-BYGOY Male 71 No 3 Los Angeles 90065 34.108833 -118.229715 0 18 Offer D Yes 11.33 Yes Yes Fiber Optic 52 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.45 1752.55 45.61 0 203.94 1910.88 Churned Competitor Competitor made better offer 1658-TJVOA Female 65 No 0 Cazadero 95421 38.578807 -123.19338 0 6 None Yes 12.67 No Yes Fiber Optic 20 Yes No No No No No No Yes Two Year Yes Bank Withdrawal 74.1 450.9 0 0 76.02 526.92 Stayed 1658-XUHBX Female 75 Yes 1 Modesto 95357 37.670526 -120.877572 3 59 None Yes 16.15 Yes Yes Fiber Optic 26 No No Yes No No Yes No Yes Month-to-Month Yes Credit Card 88.75 5348.65 0 0 952.85 6301.5 Stayed 1660-HSOOQ Male 60 No 0 Santa Barbara 93105 34.037342 -119.80079 0 1 None Yes 4.18 No Yes DSL 8 No No Yes No No No No No Month-to-Month Yes Credit Card 49.65 49.65 0 40 4.18 93.83 Churned Dissatisfaction Lack of self-service on Website 1661-CZBAU Male 50 No 0 Carlotta 95528 40.497283 -123.93037 0 48 Offer B Yes 44.76 Yes Yes DSL 18 Yes No No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 70.95 3629.2 0 0 2148.48 5777.68 Stayed 1663-MHLHE Male 33 No 0 Duarte 91010 34.145695 -117.95982 0 1 None Yes 35.88 No No Month-to-Month No Credit Card 19.2 19.2 0 0 35.88 55.08 Joined 1666-JXLKU Female 64 No 0 Shingle Springs 95682 38.598936 -120.963092 0 37 Offer C Yes 17.46 Yes Yes Fiber Optic 22 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.05 3810.55 0 0 646.02 4456.57 Stayed 1666-JZPZT Male 61 No 0 Twin Bridges 95735 38.805481 -120.13287 0 27 None Yes 2.69 Yes Yes Cable 15 No No No No No No No Yes Month-to-Month No Mailed Check 49 1291.35 0 0 72.63 1363.98 Stayed 1670-SVOWZ Female 57 Yes 0 Mira Loma 91752 33.999992 -117.535395 1 14 Offer D Yes 7.62 No Yes Fiber Optic 3 No Yes No Yes No Yes Yes No Month-to-Month Yes Credit Card 89.65 1208.35 0 120 106.68 1435.03 Churned Competitor Competitor had better devices 1676-MQAOA Male 32 No 0 North Hollywood 91606 34.187599 -118.387125 0 72 Offer A Yes 15.03 No Yes Cable 22 Yes Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 75.1 5336.35 0 0 1082.16 6418.51 Stayed 1678-FYZOW Female 28 No 0 Sacramento 95835 38.685069 -121.543709 0 3 Offer E Yes 46.6 No Yes Fiber Optic 76 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.4 244.65 0 0 139.8 384.45 Churned Competitor Competitor offered higher download speeds 1679-JRFBR Female 27 Yes 0 Long Beach 90805 33.864622 -118.179626 4 70 Offer A Yes 5.77 Yes Yes Fiber Optic 48 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 108.15 7930.55 0 0 403.9 8334.45 Stayed 1680-VDCWW Male 45 Yes 0 Los Angeles 90023 34.017697 -118.200577 10 12 Offer D Yes 11.04 No No One Year No Bank Withdrawal 19.8 202.25 0 0 132.48 334.73 Stayed 1682-VCOIO Male 56 No 0 Sacramento 95816 38.574856 -121.46504 0 23 Offer D Yes 46.17 No No One Year No Credit Card 20.45 481.1 0 0 1061.91 1543.01 Stayed 1684-FLBGS Female 60 Yes 1 San Diego 92139 32.677716 -117.047666 6 23 None Yes 27.49 Yes Yes Cable 21 No Yes No Yes Yes No No Yes Month-to-Month Yes Credit Card 69.5 1652.1 16.89 0 632.27 2267.48 Stayed 1685-BQULA Female 54 No 0 La Quinta 92253 33.695532 -116.310571 0 40 Offer B Yes 2.83 Yes Yes Fiber Optic 22 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 93.4 3756.4 4.18 0 113.2 3865.42 Stayed 1685-VAYJF Male 44 No 0 Salinas 93907 36.77462 -121.664714 0 11 Offer D Yes 40.59 No Yes DSL 22 No No No No No No No No Month-to-Month No Credit Card 45.2 492 0 150 446.49 1088.49 Stayed 1686-STUHN Male 55 No 0 Creston 93432 35.480896 -120.469476 0 42 None Yes 38.74 No No One Year No Bank Withdrawal 19.8 849.9 0 0 1627.08 2476.98 Stayed 1689-MRZQR Male 36 Yes 0 Turlock 95382 37.529656 -120.854357 1 34 None Yes 13.45 No Yes Fiber Optic 12 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 78.3 2564.3 0 0 457.3 3021.6 Churned Other Don't know 1689-YQBYY Female 43 No 1 Los Gatos 95030 37.222842 -121.988727 0 12 Offer D Yes 26.13 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.6 893 0 0 313.56 1206.56 Stayed 1696-HXOWK Female 53 Yes 0 Riverside 92506 33.930931 -117.361788 6 71 Offer A Yes 5.22 Yes Yes Fiber Optic 10 Yes Yes No No Yes No No Yes One Year No Credit Card 95.65 6856.95 0 0 370.62 7227.57 Stayed 1696-MZVAU Male 27 Yes 0 Los Angeles 90043 33.988543 -118.334081 8 39 None No Yes DSL 48 No No No No No No No Yes One Year Yes Credit Card 25.25 947.75 0 0 0 947.75 Stayed 1697-BCSHV Female 44 Yes 1 Guinda 95637 38.830739 -122.196202 2 58 Offer B Yes 44.1 Yes Yes DSL 19 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 66.8 3970.4 0 0 2557.8 6528.2 Stayed 1697-LYYYX Female 21 Yes 1 Cotati 94931 38.326215 -122.718742 8 61 None Yes 42.11 No No One Year No Credit Card 19.1 1143.8 0 0 2568.71 3712.51 Stayed 1697-NVVGY Male 71 Yes 0 Fresno 93728 36.757345 -119.818274 1 19 None Yes 30.44 No Yes DSL 26 Yes No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 66.4 1286.05 0 0 578.36 1864.41 Stayed 1698-XFZCI Male 30 No 0 Artesia 90701 33.867593 -118.080637 0 61 Offer B Yes 42.4 Yes Yes Fiber Optic 71 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 107.75 6521.9 0 0 2586.4 9108.3 Stayed 1699-HPSBG Male 44 No 0 Palm Springs 92264 33.745746 -116.514215 0 12 Offer D Yes 9.6 No Yes Cable 23 No No No Yes Yes No No Yes One Year Yes Bank Withdrawal 59.8 727.8 0 0 115.2 843 Churned Competitor Competitor offered higher download speeds 1699-TLDLZ Female 44 Yes 2 Los Angeles 90046 34.108455 -118.362081 10 16 Offer D Yes 7.14 No No Two Year No Credit Card 19.7 301.55 0 0 114.24 415.79 Stayed 1699-UOTXU Male 24 No 0 Big Oak Flat 95305 37.818589 -120.256995 0 60 Offer B Yes 30.92 No Yes DSL 26 Yes Yes Yes No No No No Yes Two Year No Bank Withdrawal 61.4 3638.25 0 0 1855.2 5493.45 Stayed 1702-CCFNJ Male 39 Yes 0 Los Angeles 90077 34.102084 -118.451629 3 52 None Yes 44.65 Yes Yes Cable 3 No Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 61.35 3169.55 0 0 2321.8 5491.35 Stayed 1703-MGIAB Female 53 No 0 Van Nuys 91406 34.195685 -118.490752 0 17 None Yes 5.49 Yes Yes DSL 14 No No Yes Yes Yes No No Yes Month-to-Month Yes Credit Card 69 1108 33.67 0 93.33 1167.66 Stayed 1704-NRWYE Female 79 No 0 Point Reyes Station 94956 38.060264 -122.830646 0 9 None Yes 43.34 No Yes Fiber Optic 2 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 80.85 751.65 0 0 390.06 1141.71 Churned Attitude Attitude of support person 1705-GUHPV Female 64 No 0 Los Angeles 90056 33.987945 -118.370442 0 63 Offer B Yes 26.74 Yes No Two Year No Credit Card 24.2 1618.2 0 0 1684.62 3302.82 Stayed 1707-HABPF Female 65 No 0 Santa Barbara 93103 34.438581 -119.685368 0 46 Offer B Yes 11.93 No Yes Fiber Optic 26 No Yes Yes No Yes No No Yes One Year Yes Bank Withdrawal 91.3 4126.35 0 0 548.78 4675.13 Stayed 1708-PBBOA Female 51 No 0 Banning 92220 33.936298 -116.849577 0 42 None No Yes DSL 13 Yes Yes Yes Yes No Yes Yes No One Year Yes Bank Withdrawal 54.75 2348.45 0 80 0 2428.45 Stayed 1709-EJDOX Female 33 Yes 3 San Francisco 94134 37.721052 -122.413573 10 47 Offer B Yes 41.54 No No Two Year No Credit Card 19.75 948.9 0 0 1952.38 2901.28 Stayed 1710-RCXUS Male 53 Yes 0 Orange 92866 33.784597 -117.844535 0 51 None Yes 9.21 Yes Yes Fiber Optic 30 No Yes No No No Yes Yes Yes One Year Yes Credit Card 90.35 4614.55 0 0 469.71 5084.26 Stayed 1716-LSAMB Male 21 Yes 1 Santa Ana 92701 33.748478 -117.858918 1 45 None Yes 45.21 No Yes Cable 59 Yes No No Yes No No No Yes Two Year No Bank Withdrawal 54.65 2553.7 0 0 2034.45 4588.15 Stayed 1722-LDZJS Male 38 Yes 3 Sanger 93657 36.819628 -119.440414 1 53 None Yes 20.44 No No One Year No Credit Card 20.2 1068.15 0 0 1083.32 2151.47 Stayed 1723-HKXJQ Male 64 No 0 San Diego 92120 32.807867 -117.060993 0 42 None Yes 18.79 Yes Yes Fiber Optic 16 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.75 4273.45 0 0 789.18 5062.63 Churned Other Don't know 1724-BQUHA Male 67 No 0 Los Gatos 95032 37.233034 -121.947427 0 5 None Yes 45.72 No Yes Fiber Optic 6 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 89.5 477.7 0 0 228.6 706.3 Churned Attitude Attitude of support person 1724-IQWNM Male 37 No 1 Burbank 91504 34.213049 -118.317651 0 1 Offer E Yes 8.66 No No Month-to-Month Yes Credit Card 19.3 19.3 0 0 8.66 27.96 Joined 1725-IQNIY Male 34 Yes 0 San Bernardino 92401 34.105935 -117.2914 1 54 None Yes 42.09 No Yes Fiber Optic 9 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 109.75 6110.2 0 0 2272.86 8383.06 Churned Competitor Competitor had better devices 1725-MIMXW Male 42 No 0 Honeydew 95545 40.342928 -124.063329 0 1 Offer E Yes 48.96 No No Month-to-Month Yes Credit Card 19.45 19.45 0 0 48.96 68.41 Churned Dissatisfaction Poor expertise of phone support 1728-BQDMA Female 22 No 0 Penryn 95663 38.859093 -121.182872 0 2 Offer E Yes 18.7 No Yes DSL 59 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.45 82.7 0 0 37.4 120.1 Joined 1728-CXQBE Male 79 Yes 0 Glenn 95943 39.597975 -122.032248 9 64 Offer B Yes 23.33 Yes Yes Fiber Optic 29 No Yes Yes No No Yes No Yes Two Year Yes Bank Withdrawal 94.25 6081.4 0 0 1493.12 7574.52 Stayed 1729-VLAZJ Female 52 No 5 Santa Barbara 93101 34.419203 -119.710008 0 10 Offer D No Yes DSL 57 Yes Yes No Yes No No No No One Year No Credit Card 40.25 411.45 17.96 30 0 423.49 Stayed 1730-VFMWO Female 33 Yes 0 Petaluma 94952 38.237018 -122.77872 6 34 None Yes 40.67 No Yes DSL 7 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 50.2 1815.3 0 0 1382.78 3198.08 Stayed 1730-ZMAME Female 74 No 0 Ontario 91762 34.057256 -117.667677 0 32 None Yes 48.62 No Yes Fiber Optic 12 No No No No No Yes No Yes Two Year Yes Bank Withdrawal 79.5 2665 0 0 1555.84 4220.84 Stayed 1731-TVIUK Female 47 No 0 Temecula 92592 33.507255 -117.029473 0 4 Offer E Yes 7.39 Yes Yes Fiber Optic 4 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.5 362.2 0 0 29.56 391.76 Churned Competitor Competitor made better offer 1732-FEKLD Female 30 No 0 Newport Beach 92662 33.606336 -117.893042 0 54 Offer B Yes 37.65 Yes Yes Fiber Optic 30 No Yes Yes No Yes No No No One Year Yes Bank Withdrawal 94.75 5121.75 0 70 2033.1 7224.85 Stayed 1732-VHUBQ Female 73 Yes 0 Escondido 92027 33.141265 -116.967221 1 47 None Yes 26.95 No Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.55 3309.25 26.99 0 1266.65 4548.91 Churned Competitor Competitor made better offer 1734-ZMNTZ Female 50 Yes 2 Eureka 95501 40.796621 -124.15428 1 11 None Yes 15.04 Yes No Two Year No Credit Card 25 300.7 0 0 165.44 466.14 Stayed 1735-XMJVH Male 51 Yes 3 Sacramento 95818 38.556306 -121.495817 0 8 Offer E Yes 34.87 No No Month-to-Month Yes Mailed Check 19.35 152.6 0 0 278.96 431.56 Stayed 1740-CSDJP Male 53 No 0 Oakhurst 93644 37.648647 -119.231447 0 1 None No Yes DSL 9 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 35.25 35.25 0 0 0 35.25 Churned Price Lack of affordable download/upload speed 1741-WTPON Male 42 Yes 3 Westport 95488 39.724433 -123.767578 8 56 Offer B Yes 40.86 Yes Yes Fiber Optic 27 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 115.85 6567.9 0 0 2288.16 8856.06 Stayed 1744-JHKYS Female 49 Yes 0 Pasadena 91105 34.13946 -118.166649 5 34 Offer C Yes 11.52 Yes No Month-to-Month No Bank Withdrawal 24.7 780.2 0 0 391.68 1171.88 Stayed 1746-TGTWV Male 32 Yes 0 Whittier 90604 33.929704 -118.01208 1 1 Offer E Yes 38.89 No Yes Fiber Optic 9 No No Yes No No No No Yes Month-to-Month No Credit Card 75.35 75.35 0 0 38.89 114.24 Joined 1750-CSKKM Male 40 No 3 Imperial Beach 91932 32.579134 -117.119009 0 9 Offer E Yes 41.02 No Yes DSL 27 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 55.35 449.75 0 0 369.18 818.93 Churned Competitor Competitor had better devices 1751-NCDLI Male 74 Yes 0 Castroville 95012 36.784481 -121.759054 6 46 None Yes 4.2 Yes Yes Fiber Optic 22 No No Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 98.85 4564.9 0 0 193.2 4758.1 Stayed 1752-OZXFY Male 39 Yes 0 Lockwood 93932 35.989792 -121.055933 6 60 Offer B Yes 15.24 No Yes DSL 16 Yes No No No Yes No No Yes One Year Yes Credit Card 59.8 3561.15 0 0 914.4 4475.55 Stayed 1754-GKYPY Male 65 Yes 0 Carson 90746 33.859171 -118.252272 8 22 None Yes 22.38 No Yes Fiber Optic 14 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.75 1938.9 0 0 492.36 2431.26 Stayed 1755-FZQEC Male 26 No 0 Ventura 93001 34.360261 -119.306383 0 39 Offer C Yes 48.02 No No One Year No Credit Card 19.9 791.15 20.17 0 1872.78 2643.76 Stayed 1755-RMCXH Male 37 Yes 2 San Dimas 91773 34.102119 -117.815532 5 2 Offer E Yes 7.27 No No Month-to-Month No Credit Card 20.3 40.25 0 0 14.54 54.79 Joined 1757-TCATG Male 24 Yes 1 Huntington Beach 92649 33.721917 -118.043237 4 35 Offer C Yes 41.02 No No One Year No Bank Withdrawal 20.05 746.75 0 0 1435.7 2182.45 Stayed 1760-CAZHT Male 55 No 3 Glendale 91202 34.167926 -118.267539 0 25 None Yes 3.07 No No Month-to-Month No Credit Card 20.8 460.2 21.81 0 76.75 515.14 Stayed 1761-AEZZR Male 59 No 0 Guinda 95637 38.830739 -122.196202 0 1 None Yes 4.04 No Yes Fiber Optic 6 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.55 79.55 0 0 4.04 83.59 Churned Other Don't know 1763-KUAAW Female 77 No 0 Junction City 96048 40.913192 -123.06597 0 18 Offer D Yes 37.53 No No One Year No Bank Withdrawal 20.35 369.6 0 0 675.54 1045.14 Stayed 1763-WQFUK Male 45 No 0 Riverside 92503 33.890046 -117.455583 0 3 None Yes 26.38 No Yes DSL 25 No No No Yes No No No Yes Month-to-Month Yes Mailed Check 50.5 147.75 0 0 79.14 226.89 Joined 1764-VUUMT Male 63 No 1 Spreckels 93962 36.624641 -121.647195 0 66 None Yes 37.94 No No Two Year No Credit Card 19.95 1269.1 0 0 2504.04 3773.14 Stayed 1766-GKNMI Male 56 No 0 Bakersfield 93307 35.280113 -118.962329 0 29 None Yes 9.49 Yes Yes Fiber Optic 21 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.9 2516.2 47.04 0 275.21 2744.37 Stayed 1767-CJKBA Male 39 No 0 Richmond 94804 37.921034 -122.341798 0 66 Offer A Yes 49.13 Yes No Two Year No Credit Card 25.1 1697.7 0 0 3242.58 4940.28 Stayed 1767-TGTKO Female 30 Yes 2 Dana Point 92629 33.477923 -117.705314 0 8 Offer E Yes 5.09 No Yes DSL 51 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.45 411.75 0 0 40.72 452.47 Stayed 1768-HNVGJ Female 80 No 0 Mountain View 94043 37.419725 -122.062947 0 45 Offer B Yes 18.46 Yes Yes Cable 3 Yes No No Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 70.05 3062.45 0 0 830.7 3893.15 Stayed 1768-ZAIFU Female 74 No 0 Rio Dell 95562 40.485849 -124.163234 0 1 None No Yes Cable 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 25.2 25.2 0 0 0 25.2 Churned Competitor Competitor made better offer 1769-GRUIK Female 19 No 0 Gridley 95948 39.346898 -121.759537 0 18 Offer D Yes 2.76 No Yes Fiber Optic 26 No No No No No No No No Month-to-Month Yes Bank Withdrawal 71.1 1247.75 0 150 49.68 1447.43 Stayed 1771-OADNZ Male 70 Yes 0 Pauma Valley 92061 33.313828 -116.940501 1 29 Offer C Yes 35.38 Yes Yes Fiber Optic 21 No Yes Yes No No Yes Yes No Month-to-Month Yes Bank Withdrawal 95.9 2745.2 0 50 1026.02 3821.22 Churned Price Extra data charges 1775-KWJKQ Male 41 Yes 0 Santa Barbara 93105 34.037342 -119.80079 5 72 None Yes 26.96 Yes Yes DSL 9 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 89.85 6562.9 12.55 0 1941.12 8491.47 Stayed 1776-SPBWV Female 43 Yes 1 Salinas 93907 36.77462 -121.664714 1 34 Offer C Yes 41.72 No No One Year Yes Bank Withdrawal 20.1 682.1 0 0 1418.48 2100.58 Stayed 1777-JYQPJ Male 19 No 0 Colfax 95713 39.084645 -120.894014 0 2 Offer E No Yes DSL 59 No No No No No No No Yes Month-to-Month No Mailed Check 24.3 38.45 0 0 0 38.45 Joined 1779-PWPMG Female 73 Yes 0 San Jose 95139 37.218705 -121.762429 1 72 Offer A Yes 4.59 Yes Yes Fiber Optic 27 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 114.65 8333.95 0 0 330.48 8664.43 Stayed 1784-BXEFA Female 63 No 0 Vacaville 95688 38.419088 -122.024568 0 10 None Yes 4.76 No No Month-to-Month Yes Mailed Check 20.55 187.35 0 0 47.6 234.95 Stayed 1784-EZDKJ Male 31 Yes 0 Hemet 92544 33.644585 -116.871544 3 51 Offer B Yes 29.4 Yes Yes Fiber Optic 21 No Yes Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 106.8 5498.8 0 140 1499.4 7138.2 Stayed 1785-BPHTP Male 64 Yes 2 Santa Monica 90403 34.031529 -118.491156 6 28 None Yes 3.18 No Yes Fiber Optic 12 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 85.45 2289.9 0 0 89.04 2378.94 Stayed 1790-NESIO Female 23 No 0 Concord 94518 37.950248 -122.022455 0 13 None Yes 6.56 No No Two Year Yes Credit Card 20.4 261.3 0 0 85.28 346.58 Stayed 1791-PQHBB Female 28 No 2 El Dorado 95623 38.63153 -120.842609 0 2 Offer E Yes 32.06 No Yes Cable 52 Yes No No No No Yes Yes Yes Month-to-Month Yes Credit Card 61.2 125.95 0 0 64.12 190.07 Joined 1792-UXAFY Female 80 No 0 San Jose 95110 37.34667 -121.910019 0 17 Offer D Yes 30.37 No Yes Fiber Optic 28 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.15 1496.9 0 0 516.29 2013.19 Churned Dissatisfaction Service dissatisfaction 1794-HBQTJ Female 22 No 0 Corcoran 93212 36.04533 -119.532424 0 1 Offer E Yes 6.54 No Yes Cable 52 Yes No No No No No No Yes Month-to-Month Yes Credit Card 48.6 48.6 0 0 6.54 55.14 Churned Dissatisfaction Poor expertise of phone support 1794-SWWKL Male 22 Yes 2 Dorris 96023 41.949216 -122.050062 6 15 Offer D Yes 24.36 Yes Yes DSL 59 No No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 59.65 867.1 32.65 0 365.4 1199.85 Stayed 1796-JANOW Female 33 No 0 Fiddletown 95629 38.513484 -120.704613 0 2 Offer E Yes 34.57 No No Month-to-Month No Credit Card 19.95 38.15 0 0 69.14 107.29 Joined 1803-BGNBD Female 59 No 0 Santa Monica 90402 34.035849 -118.503508 0 12 Offer D Yes 37.63 No Yes DSL 26 No Yes No Yes No No No No Month-to-Month Yes Bank Withdrawal 54.3 654.5 0 130 451.56 1236.06 Stayed 1809-DMJHQ Female 56 No 1 Newport Beach 92660 33.634626 -117.874882 0 5 None Yes 23.89 No Yes DSL 14 No No No No No No No Yes Month-to-Month No Mailed Check 46 221.7 0 0 119.45 341.15 Churned Competitor Competitor had better devices 1810-BOHSY Male 63 Yes 0 Vacaville 95687 38.333133 -121.920151 7 51 Offer B Yes 35 Yes Yes Fiber Optic 8 Yes Yes No No No Yes Yes Yes One Year Yes Credit Card 96.4 4911.05 0 0 1785 6696.05 Stayed 1810-MVMAI Male 31 Yes 1 San Jose 95113 37.333851 -121.891147 4 30 Offer C Yes 48.04 Yes Yes Cable 19 Yes Yes Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 67.6 2000.2 0 0 1441.2 3441.4 Stayed 1813-JLKWR Female 47 Yes 0 Orange 92868 33.787796 -117.875928 7 64 None Yes 23.25 No No One Year No Bank Withdrawal 19.8 1336.65 0 0 1488 2824.65 Stayed 1813-JYWTO Female 59 Yes 0 Shandon 93461 35.634488 -120.293534 4 72 None Yes 6.23 Yes Yes Fiber Optic 27 Yes No No No No No No No Two Year No Bank Withdrawal 80.45 5737.6 0 130 448.56 6316.16 Stayed 1814-DKOLC Female 63 No 0 Loma Linda 92354 34.049315 -117.255974 0 5 None Yes 5.41 Yes No Month-to-Month No Credit Card 25.45 134.75 0 0 27.05 161.8 Stayed 1814-WFGVS Male 53 Yes 3 Richvale 95974 39.495768 -121.747472 3 72 None No Yes DSL 53 Yes No Yes Yes Yes No No Yes Two Year No Mailed Check 48.9 3527 34.44 0 0 3492.56 Stayed 1816-FLZDK Male 34 No 0 Fawnskin 92333 34.274846 -116.937581 0 1 None No Yes DSL 22 No No No Yes No No No Yes Month-to-Month No Credit Card 29.15 29.15 0 0 0 29.15 Joined 1818-ESQMW Female 31 No 0 San Joaquin 93660 36.600193 -120.153393 0 27 Offer C Yes 39.62 No Yes Fiber Optic 2 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.2 2383.6 0 0 1069.74 3453.34 Stayed 1820-DJFPH Female 59 Yes 3 Orick 95555 41.336354 -124.044354 4 72 None Yes 48.29 Yes No Two Year Yes Bank Withdrawal 24.05 1709.15 0 0 3476.88 5186.03 Stayed 1820-TQVEV Male 27 No 0 Madera 93638 37.004068 -119.930027 0 1 Offer E Yes 49.43 No Yes Fiber Optic 48 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 69.55 69.55 0 0 49.43 118.98 Churned Attitude Attitude of support person 1821-BUCWY Male 35 No 0 Valyermo 93563 34.39583 -117.734568 0 30 Offer C Yes 47.06 No Yes Cable 24 Yes No Yes No No No No Yes Two Year Yes Mailed Check 55.65 1653.85 0 0 1411.8 3065.65 Stayed 1830-GGFNM Male 35 Yes 2 Somerset 95684 38.606703 -120.586659 6 65 Offer B Yes 19.53 Yes Yes Fiber Optic 19 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 94.55 6078.75 0 0 1269.45 7348.2 Stayed 1830-IPXVJ Female 44 Yes 2 Lafayette 94549 37.907777 -122.127161 6 61 Offer B Yes 25.4 No No Two Year No Credit Card 19.75 1311.6 0 0 1549.4 2861 Stayed 1832-PEUTS Male 23 Yes 2 San Bernardino 92410 34.106922 -117.297553 4 62 Offer B Yes 37.75 Yes Yes Fiber Optic 73 No No Yes No Yes No No Yes Two Year Yes Credit Card 89.1 5411.65 0 0 2340.5 7752.15 Stayed 1833-TCXKK Male 50 Yes 0 San Bernardino 92408 34.084909 -117.258107 0 45 Offer B Yes 29.81 Yes Yes Fiber Optic 27 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 107.75 4882.8 0 0 1341.45 6224.25 Stayed 1833-VGRUM Female 70 No 0 Perris 92570 33.787298 -117.320676 0 1 Offer E Yes 48.95 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.2 74.2 0 0 48.95 123.15 Churned Price Price too high 1834-ABKHQ Female 59 Yes 2 Upper Lake 95485 39.220368 -122.907693 2 52 Offer B Yes 10.03 No Yes Cable 29 No No Yes No No No No Yes One Year Yes Bank Withdrawal 50.95 2610.65 0 0 521.56 3132.21 Stayed 1834-WULEG Male 61 Yes 2 Nevada City 95959 39.333737 -120.858667 5 24 Offer C Yes 40.81 No No One Year No Mailed Check 20.25 439.75 0 0 979.44 1419.19 Stayed 1837-YQUCE Female 54 No 0 Buena Park 90620 33.845706 -118.012204 0 70 Offer A No Yes DSL 13 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 58.35 4214.25 0 0 0 4214.25 Stayed 1839-FBNFR Female 35 Yes 1 Georgetown 95634 38.9386 -120.785514 3 39 None Yes 32.57 No No Two Year Yes Bank Withdrawal 19.85 854.8 0 0 1270.23 2125.03 Stayed 1839-UMACK Male 20 No 0 Pasadena 91106 34.139402 -118.128658 0 42 None Yes 27.64 Yes No One Year No Bank Withdrawal 25.05 949.85 0 0 1160.88 2110.73 Stayed 1840-BIUOG Male 23 No 0 Hayward 94545 37.62984 -122.120843 0 20 None Yes 32.5 Yes Yes DSL 52 No Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 68.7 1416.2 0 0 650 2066.2 Stayed 1841-YSJGV Male 58 Yes 0 South El Monte 91733 34.04622 -118.053753 9 72 Offer A Yes 40.78 Yes Yes Fiber Optic 22 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 109.95 7852.4 0 0 2936.16 10788.56 Stayed 1842-EZJMK Male 28 Yes 0 Orangevale 95662 38.689174 -121.218435 1 50 Offer B Yes 34.14 Yes Yes Fiber Optic 69 No Yes No Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 103.7 5071.05 36.61 0 1707 6741.44 Churned Competitor Competitor had better devices 1843-TLSGD Female 56 Yes 3 Standish 96128 40.346634 -120.386422 6 13 None Yes 27.62 No No Two Year No Credit Card 20.85 272.35 0 0 359.06 631.41 Stayed 1845-CSBRZ Female 71 Yes 1 Pomona 91766 34.042286 -117.756106 7 22 Offer D Yes 40.19 Yes Yes Fiber Optic 27 No No No No Yes No No Yes Two Year No Bank Withdrawal 85.35 1961.6 0 0 884.18 2845.78 Stayed 1845-ZLLIG Male 45 No 0 Woodbridge 95258 38.169605 -121.310964 0 1 Offer E Yes 20.3 No Yes DSL 16 No Yes No No No No No Yes Month-to-Month Yes Credit Card 50.15 50.15 0 0 20.3 70.45 Joined 1846-XWOQN Female 80 No 0 Bradley 93426 35.842889 -121.004862 0 1 None Yes 47.97 No Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.15 70.15 0 0 47.97 118.12 Churned Competitor Competitor made better offer 1848-LBZHY Female 19 Yes 0 Downey 90242 33.921793 -118.140588 7 7 None Yes 33.24 No Yes DSL 53 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.3 355.1 0 0 232.68 587.78 Stayed 1849-RJYIG Female 43 No 0 Sunnyvale 94087 37.3511 -122.037311 0 8 None Yes 46.78 No Yes DSL 24 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 60 487.75 0 0 374.24 861.99 Stayed 1850-AKQEP Male 61 No 1 Santa Cruz 95064 37.007882 -122.065975 0 8 None Yes 14.37 No No Month-to-Month No Credit Card 20.35 178.7 0 0 114.96 293.66 Stayed 1852-QSWCD Male 62 Yes 1 Palo Verde 92266 33.3249 -114.758334 1 64 None Yes 35.25 Yes No Two Year Yes Credit Card 24.8 1514.85 0 0 2256 3770.85 Stayed 1852-XEMDW Male 20 No 0 Mad River 95552 40.390301 -123.412327 0 22 Offer D Yes 43.78 Yes Yes DSL 47 Yes Yes Yes No No No No No Month-to-Month No Credit Card 65.05 1427.55 0 10 963.16 2400.71 Stayed 1853-ARAAQ Female 47 No 0 Cayucos 93430 35.511833 -120.918713 0 26 None No Yes DSL 7 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 50.35 1277.5 0 0 0 1277.5 Stayed 1853-UDXBW Male 38 Yes 0 Samoa 95564 40.809636 -124.189977 1 1 None Yes 38.8 No Yes Fiber Optic 4 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70 70 0 0 38.8 108.8 Churned Price Price too high 1855-AGAWH Male 27 Yes 0 Bell 90201 33.970343 -118.171368 2 31 None Yes 36.69 No Yes Fiber Optic 52 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 93.8 2939.8 0 0 1137.39 4077.19 Stayed 1855-CFULU Female 65 No 0 Oakland 94619 37.787186 -122.14633 0 4 None Yes 41.98 No No Two Year No Credit Card 20.05 91.45 0 0 167.92 259.37 Stayed 1862-QRWPE Female 24 Yes 0 Pacific Palisades 90272 34.079449 -118.548306 10 48 None Yes 37.96 No No Two Year No Bank Withdrawal 20.65 1057 0 0 1822.08 2879.08 Stayed 1862-SKORY Female 66 Yes 0 Los Angeles 90029 34.089953 -118.294824 1 40 None No Yes Cable 3 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 39.3 1637.4 0 0 0 1637.4 Churned Competitor Competitor offered higher download speeds 1866-DIOQZ Female 23 Yes 0 Forestville 95436 38.499302 -122.92444 10 71 None No Yes Cable 85 Yes Yes Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 66.8 4689.15 0 0 0 4689.15 Stayed 1866-NXPSP Female 48 No 0 Arcata 95521 40.839958 -124.003757 0 36 None Yes 32 No Yes Cable 23 Yes Yes Yes Yes No Yes Yes No One Year Yes Credit Card 75.55 2680.15 0 100 1152 3932.15 Stayed 1866-OBPNR Male 28 Yes 1 Sacramento 95833 38.619049 -121.517552 5 1 None Yes 42.99 No Yes Fiber Optic 59 No Yes No No No No No Yes Month-to-Month No Credit Card 74.6 74.6 0 0 42.99 117.59 Joined 1866-RZZQS Male 77 No 0 Redlands 92373 34.003243 -117.138286 0 41 Offer B Yes 42.06 Yes Yes Fiber Optic 21 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 98.4 4187.75 0 0 1724.46 5912.21 Churned Competitor Competitor had better devices 1866-ZSLJM Male 31 No 0 Valley Ford 94972 38.339996 -122.935056 0 21 Offer D Yes 32.89 No No Month-to-Month No Credit Card 20.5 402.85 0 0 690.69 1093.54 Stayed 1867-BDVFH Male 35 Yes 0 Los Angeles 90056 33.987945 -118.370442 1 11 Offer D Yes 9.14 Yes Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.35 834.2 0 0 100.54 934.74 Churned Competitor Competitor made better offer 1867-TJHTS Female 47 No 0 Sacramento 95817 38.550722 -121.457314 0 58 None Yes 22.71 Yes Yes Fiber Optic 14 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.8 4526.85 0 0 1317.18 5844.03 Stayed 1871-MOWRM Male 57 Yes 0 Woodacre 94973 38.005839 -122.638155 3 12 None Yes 18.26 No Yes Fiber Optic 18 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 80.85 866.45 23.72 0 219.12 1061.85 Churned Competitor Competitor offered more data 1872-EBWSC Female 28 No 0 Berkeley 94702 37.866009 -122.286228 0 29 None Yes 21.19 No No One Year No Mailed Check 20.35 617.35 0 0 614.51 1231.86 Stayed 1875-QIVME Female 26 Yes 3 Tujunga 91042 34.296574 -118.244839 1 2 Offer E Yes 11.51 Yes Yes Fiber Optic 53 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.4 242.8 45.44 0 23.02 220.38 Churned Attitude Attitude of support person 1877-HKBQX Female 21 No 0 Cerritos 90703 33.8681 -118.067402 0 11 Offer D Yes 1.16 No Yes DSL 41 Yes No No Yes No No No Yes One Year Yes Mailed Check 54.6 617.85 0 0 12.76 630.61 Stayed 1891-FZYSA Male 65 Yes 0 Piercy 95587 39.955587 -123.681175 1 69 None Yes 16.34 Yes Yes Fiber Optic 4 No Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 89.95 6143.15 6.79 110 1127.46 7373.82 Churned Competitor Competitor had better devices 1891-QRQSA Male 71 Yes 0 Downey 90241 33.940884 -118.128628 9 64 Offer B Yes 16.33 Yes Yes Fiber Optic 10 Yes No Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 111.6 7099 0 0 1045.12 8144.12 Stayed 1891-UAWWU Female 79 Yes 0 Johannesburg 93528 35.363339 -117.637641 1 20 None Yes 4.77 Yes Yes Fiber Optic 17 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 90.8 1951 0 0 95.4 2046.4 Churned Competitor Competitor had better devices 1894-IGFSG Female 38 No 0 Lancaster 93535 34.712708 -117.889656 0 22 None Yes 18.01 No Yes Fiber Optic 2 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 89.25 1907.85 0 0 396.22 2304.07 Churned Competitor Competitor had better devices 1895-QTKDO Female 38 No 0 San Jacinto 92583 33.796568 -116.924723 0 1 None Yes 45.59 No Yes DSL 5 No No No No No No No Yes Month-to-Month No Credit Card 43.95 43.95 0 0 45.59 89.54 Joined 1897-OKVMW Female 44 Yes 1 Lathrop 95330 37.80821 -121.308401 3 64 None Yes 37 Yes Yes DSL 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Mailed Check 90.6 5817.45 0 0 2368 8185.45 Stayed 1897-RCFUM Female 31 Yes 2 Point Arena 95468 38.911299 -123.609588 1 39 None Yes 5.88 Yes No One Year Yes Credit Card 24.2 914.6 0 0 229.32 1143.92 Stayed 1898-JSNDC Female 23 No 0 Elk Grove 95758 38.35363 -121.44195 0 39 Offer C Yes 48.17 No Yes DSL 58 No Yes No No Yes No No Yes One Year Yes Credit Card 58.6 2224.5 0 0 1878.63 4103.13 Stayed 1899-VXWXM Male 55 No 0 San Diego 92130 32.957195 -117.202542 0 48 None Yes 24.73 Yes Yes Fiber Optic 4 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 106.1 5082.8 0 0 1187.04 6269.84 Churned Other Don't know 1902-XBTFB Male 39 No 0 North Hollywood 91605 34.207295 -118.400022 0 22 Offer D Yes 39.58 No Yes Fiber Optic 12 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.4 2001.5 0 0 870.76 2872.26 Churned Dissatisfaction Lack of self-service on Website 1904-WAJAA Female 23 Yes 3 Coronado 92118 32.68674 -117.186612 0 24 Offer C Yes 46.54 Yes Yes DSL 85 Yes Yes Yes No No No No Yes Two Year No Bank Withdrawal 64.35 1558.65 0 0 1116.96 2675.61 Stayed 1905-OEILC Female 42 No 0 Pebble Beach 93953 36.587497 -121.944815 0 1 Offer E Yes 20.11 No No Month-to-Month No Credit Card 19.5 19.5 0 0 20.11 39.61 Joined 1907-UBQFC Male 69 No 0 San Francisco 94108 37.791998 -122.408653 0 10 None Yes 5.46 No Yes Fiber Optic 24 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 72.85 688.65 0 30 54.6 773.25 Churned Competitor Competitor had better devices 1907-YLNYW Male 47 No 0 Gasquet 95543 41.867908 -123.794144 0 8 None Yes 41.13 No Yes DSL 27 Yes No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 66.7 579 0 0 329.04 908.04 Stayed 1910-FMXJM Female 59 Yes 0 Colton 92324 34.030915 -117.273201 8 36 None Yes 49.33 No Yes Fiber Optic 23 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 80.4 2937.65 0 0 1775.88 4713.53 Stayed 1915-IOFGU Female 53 No 0 Keene 93531 35.214982 -118.59049 0 1 None Yes 41.39 No Yes Fiber Optic 3 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.5 70.5 0 0 41.39 111.89 Churned Competitor Competitor offered higher download speeds 1915-OAKWD Female 56 No 0 Belvedere Tiburon 94920 37.885629 -122.46858 0 16 Offer D Yes 44.05 No No One Year Yes Bank Withdrawal 19.3 360.35 0 0 704.8 1065.15 Stayed 1918-ZBFQJ Female 48 No 3 Glendale 91206 34.162515 -118.203869 0 13 None Yes 33.54 No Yes Fiber Optic 76 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 79.25 1111.65 48.25 0 436.02 1499.42 Churned Competitor Competitor had better devices 1919-RTPQD Male 42 Yes 1 Fish Camp 93623 37.483535 -119.679414 7 7 Offer E Yes 28.7 No Yes DSL 17 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.75 333.65 0 0 200.9 534.55 Stayed 1921-KYSAY Female 36 No 0 Olivehurst 95961 39.082568 -121.55325 0 41 None Yes 36.93 Yes Yes DSL 30 No No Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 68.6 2877.05 0 0 1514.13 4391.18 Stayed 1925-GMVBW Female 49 No 0 Oroville 95965 39.624561 -121.552866 0 5 None Yes 24.53 No No Month-to-Month No Credit Card 20.55 96.1 0 0 122.65 218.75 Stayed 1925-LFCZZ Male 71 No 0 Potrero 91963 32.619465 -116.593605 0 55 None No Yes DSL 23 No No Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 50.05 2743.45 0 0 0 2743.45 Stayed 1925-TIBLE Female 62 Yes 0 Los Angeles 90049 34.091829 -118.491244 1 7 None Yes 22.61 Yes Yes Fiber Optic 11 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 86.5 582.5 0 20 158.27 760.77 Churned Competitor Competitor offered higher download speeds 1926-QUZNN Female 45 Yes 0 Carmel 93923 36.460611 -121.852507 9 72 None Yes 49.51 Yes No Two Year Yes Bank Withdrawal 25.25 1841.2 0 0 3564.72 5405.92 Stayed 1927-QEWMY Female 51 Yes 0 Arcadia 91007 34.128284 -118.047732 6 72 Offer A Yes 43.91 No No Two Year No Credit Card 20.5 1502.25 0 0 3161.52 4663.77 Stayed 1928-BXYIV Male 47 No 0 Placerville 95667 38.733714 -120.795213 0 1 Offer E Yes 17.07 Yes Yes DSL 3 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 61.15 61.15 0 0 17.07 78.22 Joined 1929-ZCBHE Male 27 Yes 1 Georgetown 95634 38.9386 -120.785514 7 47 Offer B No Yes DSL 47 Yes No Yes Yes No No No Yes One Year No Bank Withdrawal 40.3 1794.8 0 0 0 1794.8 Stayed 1930-BZLHI Male 31 No 0 Castroville 95012 36.784481 -121.759054 0 21 None Yes 22.53 No No One Year Yes Credit Card 20.35 422.7 0 0 473.13 895.83 Stayed 1930-QPBVZ Male 31 Yes 2 Laytonville 95454 39.806141 -123.531098 3 68 Offer A Yes 9.29 No Yes Fiber Optic 18 Yes Yes No Yes No Yes Yes Yes Two Year No Bank Withdrawal 95.1 6683.4 0 0 631.72 7315.12 Stayed 1930-WNXSB Male 38 Yes 1 Covina 91724 34.08111 -117.853935 1 58 None Yes 47.69 No Yes Fiber Optic 24 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 92.85 5305.05 0 0 2766.02 8071.07 Stayed 1932-UEDCX Male 79 Yes 0 Manchester 95459 38.966713 -123.586412 6 33 None Yes 44.1 Yes Yes Fiber Optic 22 No Yes No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 100.6 3270.25 0 0 1455.3 4725.55 Stayed 1934-MKPXS Male 21 Yes 0 Nicolaus 95659 38.788898 -121.608624 3 33 None Yes 49.37 No No One Year No Credit Card 20.1 620.55 0 0 1629.21 2249.76 Stayed 1934-SJVJK Male 35 No 0 Smith River 95567 41.950683 -124.097094 0 1 Offer E Yes 40.51 No No Month-to-Month No Credit Card 20.15 20.15 0 0 40.51 60.66 Churned Price Long distance charges 1935-IMVBB Male 43 Yes 0 San Diego 92107 32.741852 -117.243453 1 56 None Yes 3.79 No Yes Fiber Optic 14 No No No No Yes Yes Yes Yes Month-to-Month No Credit Card 89.7 4952.95 41.66 0 212.24 5123.53 Stayed 1936-CZAKF Male 22 Yes 0 Graton 95444 38.434362 -122.86891 8 49 None No Yes Cable 27 No Yes No No Yes Yes Yes Yes Two Year No Credit Card 49.65 2409.9 0 0 0 2409.9 Stayed 1936-UAFEH Female 43 No 0 Pioneer 95666 38.546999 -120.271114 0 68 None Yes 48.82 Yes Yes Fiber Optic 17 Yes Yes No Yes Yes Yes Yes No Two Year No Credit Card 110.25 7279.35 0 30 3319.76 10629.11 Stayed 1937-OTUKY Female 32 Yes 0 Seaside 93955 36.625114 -121.823565 1 72 None Yes 25.48 Yes Yes Fiber Optic 3 Yes No Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 98.2 7015.9 0 0 1834.56 8850.46 Stayed 1941-HOSAM Male 20 Yes 3 San Diego 92101 32.72523 -117.171346 1 1 None Yes 24.33 No Yes Fiber Optic 59 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.1 90.1 0 0 24.33 114.43 Joined 1942-OQFRW Male 62 No 0 Forest Knolls 94933 38.010092 -122.689442 0 1 Offer E Yes 13.4 No Yes DSL 17 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44 44 0 0 13.4 57.4 Joined 1945-XISKS Female 22 Yes 0 Sonora 95370 37.982716 -120.343732 4 67 None Yes 33.01 No No Two Year No Credit Card 19.65 1335.2 0 0 2211.67 3546.87 Stayed 1950-KSVVJ Female 57 Yes 0 Monterey Park 91754 34.050322 -118.147037 1 45 Offer B Yes 33.54 Yes Yes Fiber Optic 4 Yes Yes Yes Yes Yes Yes Yes Yes One Year No Mailed Check 113.3 5032.25 0 0 1509.3 6541.55 Stayed 1951-IEYXM Male 57 Yes 0 Rancho Cucamonga 91730 34.10097 -117.57882 1 72 None Yes 34.97 Yes Yes Cable 11 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 90.6 6441.85 0 0 2517.84 8959.69 Stayed 1952-DVVSW Female 23 Yes 0 Colfax 95713 39.084645 -120.894014 4 10 None Yes 14.04 No No One Year No Credit Card 20.1 184.4 0 0 140.4 324.8 Stayed 1955-IBMMB Male 47 No 0 Forest Knolls 94933 38.010092 -122.689442 0 59 None Yes 47.17 No No Two Year Yes Bank Withdrawal 20.2 1192.3 0 0 2783.03 3975.33 Stayed 1956-YIFGE Male 36 Yes 3 Boulevard 91905 32.677097 -116.304991 10 22 None Yes 9.05 No Yes Fiber Optic 57 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 100.05 2090.25 0 0 199.1 2289.35 Stayed 1958-RNRKS Male 62 Yes 0 El Segundo 90245 33.917145 -118.401554 4 30 None Yes 5.56 Yes Yes DSL 8 No No No No No No No No Month-to-Month No Bank Withdrawal 49.9 1441.95 0 100 166.8 1708.75 Stayed 1960-UOTYM Male 61 Yes 2 Lakewood 90712 33.840524 -118.148403 5 52 None Yes 16.53 No Yes DSL 12 Yes Yes Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 79.2 4016.3 0 0 859.56 4875.86 Stayed 1960-UYCNN Male 35 No 0 Julian 92036 32.980678 -116.262854 0 10 None Yes 26.43 Yes Yes Fiber Optic 13 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal -7 1021.55 0 0 264.3 1285.85 Stayed 1963-SVUCV Male 59 No 0 Flournoy 96029 39.84784 -122.544556 0 1 None Yes 28.37 No Yes DSL 7 No No No No No No No No Month-to-Month No Bank Withdrawal 45.3 45.3 0 30 28.37 103.67 Churned Competitor Competitor offered higher download speeds 1963-VAUKV Female 31 No 0 Kyburz 95720 38.766036 -120.209673 0 1 Offer E Yes 22.12 No No Month-to-Month No Mailed Check 20.4 20.4 0 0 22.12 42.52 Churned Price Long distance charges 1964-SVLEA Male 59 No 0 Upland 91786 34.105493 -117.660934 0 20 Offer D Yes 30.13 No No One Year Yes Mailed Check -1 415.9 0 0 602.6 1018.5 Stayed 1965-AKTSX Female 65 No 0 Byron 94514 37.83323 -121.601461 0 14 Offer D Yes 16.36 Yes Yes Fiber Optic 6 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 78.95 1101.85 0 0 229.04 1330.89 Churned Competitor Competitor made better offer 1965-DDBWU Male 37 No 0 Escondido 92027 33.141265 -116.967221 0 16 None Yes 11.96 Yes Yes Fiber Optic 18 No No No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 89.05 1448.6 0 0 191.36 1639.96 Churned Competitor Competitor made better offer 1970-KKFWL Female 38 No 0 Rescue 95672 38.724322 -120.991237 0 35 None Yes 6.52 Yes No Two Year No Bank Withdrawal 23.3 797.1 0 0 228.2 1025.3 Stayed 1971-DTCZB Female 52 Yes 0 Yreka 96097 41.764869 -122.671316 6 72 None Yes 42.64 Yes Yes DSL 15 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 90.95 6468.6 0 0 3070.08 9538.68 Stayed 1972-XMUWV Female 46 Yes 0 Miramonte 93641 36.696759 -119.024051 7 65 None Yes 10.23 No Yes Cable 14 No No No Yes Yes No No Yes Two Year Yes Credit Card 59.8 3808.2 0 0 664.95 4473.15 Stayed 1976-AZZPJ Male 47 Yes 0 Concord 94520 38.013825 -122.039144 3 7 Offer E No Yes DSL 17 Yes Yes No No No No No Yes Month-to-Month No Credit Card 34.2 256.6 0 0 0 256.6 Stayed 1976-CFOCS Female 69 Yes 0 Dana Point 92629 33.477923 -117.705314 1 1 None Yes 7.74 No Yes DSL 19 No No No No No No No Yes Month-to-Month No Bank Withdrawal 46 46 0 0 7.74 53.74 Churned Competitor Competitor had better devices 1977-STDKI Female 72 No 0 The Sea Ranch 95497 38.696659 -123.436861 0 1 None Yes 20.55 No Yes Fiber Optic 5 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 73 73 0 0 20.55 93.55 Churned Competitor Competitor offered more data 1980-KXVPM Female 68 No 0 El Centro 92243 32.770393 -115.60915 0 3 None Yes 23.82 Yes Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Credit Card 75.05 256.25 0 0 71.46 327.71 Churned Competitor Competitor had better devices 1981-INRFU Female 44 No 0 San Diego 92109 32.787836 -117.232376 0 2 None Yes 8.32 No Yes Fiber Optic 16 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.75 164.5 0 0 16.64 181.14 Churned Competitor Competitor made better offer 1982-FEBTD Female 27 Yes 2 Newport Beach 92660 33.634626 -117.874882 1 23 None Yes 25.54 Yes No Two Year Yes Credit Card 25.6 514.75 0 0 587.42 1102.17 Stayed 1984-FCOWB Female 21 Yes 0 Templeton 93465 35.536115 -120.739231 1 70 Offer A Yes 41.88 Yes Yes Fiber Optic 59 No Yes Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 109.5 7674.55 0 150 2931.6 10756.15 Churned Attitude Attitude of service provider 1984-GPTEH Female 47 No 0 Burbank 91506 34.169706 -118.323548 0 29 None Yes 4.53 Yes No Month-to-Month No Bank Withdrawal 25.15 702 0 0 131.37 833.37 Stayed 1985-MBRYP Female 44 No 0 Arnold 95223 38.32153 -120.236358 0 43 Offer B Yes 6.71 No No Two Year Yes Bank Withdrawal 19.65 779.25 0 0 288.53 1067.78 Stayed 1986-PHGZF Male 73 No 0 Greenwood 95635 38.921333 -120.897718 0 18 Offer D Yes 47.34 Yes Yes DSL 7 Yes Yes No No No No No Yes Two Year Yes Credit Card 58.4 964.9 0 0 852.12 1817.02 Stayed 1987-AUELQ Female 46 Yes 0 Los Angeles 90018 34.028735 -118.317236 0 71 None Yes 44.84 Yes No Two Year No Credit Card 25.05 1873.7 0 0 3183.64 5057.34 Stayed 1989-PRJHP Male 75 Yes 0 Pleasanton 94588 37.685052 -121.912061 1 27 None Yes 10.6 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.5 1893.95 0 0 286.2 2180.15 Churned Competitor Competitor had better devices 1991-VOPLL Female 45 No 0 San Marcos 92069 33.162624 -117.170863 0 9 Offer E Yes 31.28 No No Month-to-Month No Credit Card 19.05 157.65 0 0 281.52 439.17 Stayed 1996-DBMUS Female 72 Yes 0 Palo Verde 92266 33.3249 -114.758334 10 48 None Yes 12.6 No Yes Fiber Optic 21 No No No No No No No Yes One Year Yes Bank Withdrawal 70.65 3545.05 0 0 604.8 4149.85 Stayed 1998-VHJHK Female 36 No 0 Santa Barbara 93101 34.419203 -119.710008 0 27 None Yes 20.18 No No One Year No Credit Card 19.15 501.35 0 0 544.86 1046.21 Stayed 2000-DHJUY Female 67 Yes 0 Menlo Park 94025 37.449551 -122.183762 1 70 Offer A Yes 18.67 Yes Yes DSL 21 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 92.2 6474.45 0 0 1306.9 7781.35 Stayed 2000-MPKCA Female 51 No 0 San Pedro 90732 33.744119 -118.31448 0 58 Offer B Yes 46.7 Yes Yes Fiber Optic 19 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 107.75 6332.75 0 0 2708.6 9041.35 Stayed 2001-EWBQU Female 23 No 0 Stockton 95210 38.033219 -121.297433 0 60 None Yes 35.47 Yes Yes Fiber Optic 51 No Yes Yes No Yes Yes Yes No Two Year No Bank Withdrawal 104.7 6333.8 0 150 2128.2 8612 Stayed 2001-MCUUW Male 51 No 0 Corona 92879 33.893823 -117.531446 0 46 None Yes 37.5 Yes Yes Fiber Optic 22 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 108.65 4903.2 0 0 1725 6628.2 Stayed 2002-MZHWP Female 24 No 0 Delhi 95315 37.422961 -120.765493 0 1 Offer E Yes 26.12 No No Month-to-Month No Credit Card 20.5 20.5 0 0 26.12 46.62 Churned Price Long distance charges 2003-CKLOR Male 62 No 0 Igo 96047 40.524535 -122.647172 0 66 Offer A Yes 25.82 No Yes Cable 26 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 99.5 6710.5 0 0 1704.12 8414.62 Churned Other Moved 2004-OCQXK Female 44 No 0 Merced 95348 37.40122 -120.514191 0 1 Offer E Yes 44.94 No Yes Fiber Optic 16 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 81.95 81.95 0 0 44.94 126.89 Churned Competitor Competitor had better devices 2005-DWQZJ Female 26 Yes 1 Stevenson Ranch 91381 34.364153 -118.615583 1 8 None Yes 42.67 No No Two Year No Credit Card 19.05 201.7 0 0 341.36 543.06 Stayed 2007-QVGAW Female 51 Yes 1 Cypress 90630 33.818477 -118.038307 10 68 Offer A Yes 46.61 No No Two Year Yes Bank Withdrawal 19.35 1292.65 0 0 3169.48 4462.13 Stayed 2011-TRQYE Male 59 No 0 Deer Park 94576 38.554383 -122.474773 0 18 Offer D No Yes DSL 26 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 33.5 600 0 0 0 600 Churned Dissatisfaction Product dissatisfaction 2012-NWRPA Female 78 Yes 0 Modesto 95355 37.672906 -120.946594 1 11 Offer D Yes 1.28 Yes Yes Fiber Optic 14 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 99.55 1131.2 0 0 14.08 1145.28 Churned Competitor Competitor made better offer 2013-SGDXK Female 27 No 0 Mariposa 95338 37.526791 -119.99437 0 1 None Yes 1.63 No Yes Fiber Optic 59 No Yes No No Yes No No No Month-to-Month No Bank Withdrawal 84.3 84.3 0 10 1.63 95.93 Churned Competitor Competitor offered more data 2014-MKGMH Female 45 No 0 Riverside 92508 33.885499 -117.324959 0 46 Offer B Yes 27.97 Yes Yes Fiber Optic 22 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 101.1 4674.4 0 0 1286.62 5961.02 Stayed 2017-CCBLH Female 55 No 0 Weott 95571 40.310119 -123.909449 0 8 None Yes 23.46 No No Two Year No Credit Card 20 141.6 0 0 187.68 329.28 Stayed 2018-PZKMU Male 32 Yes 3 Santa Ana 92701 33.748478 -117.858918 10 9 Offer E Yes 44.37 No Yes Fiber Optic 57 No No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 103.1 970.45 18.62 0 399.33 1351.16 Stayed 2018-QKYGT Male 19 Yes 3 San Gabriel 91775 34.114772 -118.089431 1 1 None Yes 36.32 No Yes Fiber Optic 85 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 81.05 81.05 0 0 36.32 117.37 Joined 2019-HDCZY Male 35 Yes 0 Farmersville 93223 36.29878 -119.201028 4 63 None Yes 2.72 Yes Yes Fiber Optic 22 No No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 102.6 6296.75 0 0 171.36 6468.11 Stayed 2023-VQFDL Male 42 No 0 Riverside 92506 33.930931 -117.361788 0 18 Offer D Yes 33.16 No No Month-to-Month No Bank Withdrawal 19 348.8 0 0 596.88 945.68 Stayed 2024-BASKD Female 23 No 0 Exeter 93221 36.301689 -119.018233 0 1 Offer E Yes 22.16 No Yes Fiber Optic 47 No No Yes No No No No No Month-to-Month Yes Mailed Check 74.6 74.6 0 10 22.16 106.76 Churned Competitor Competitor offered more data 2025-JKFWI Male 31 No 0 Burbank 91501 34.188339 -118.300942 0 13 None Yes 24.14 Yes Yes Fiber Optic 21 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 99 1301.7 0 0 313.82 1615.52 Churned Price Lack of affordable download/upload speed 2026-TGDHM Female 54 No 0 Cloverdale 95425 38.801936 -122.938935 0 7 None Yes 19.21 No Yes Fiber Optic 16 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 79.3 523.15 0 10 134.47 667.62 Churned Competitor Competitor had better devices 2027-CWDNU Male 45 Yes 3 Venice 90291 33.991782 -118.479229 1 18 None Yes 28.04 No Yes Fiber Optic 28 No No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.6 1601.5 0 0 504.72 2106.22 Stayed 2027-DNKIV Male 28 Yes 3 Spring Valley 91977 32.726627 -116.994608 1 37 None Yes 35.67 No Yes DSL 76 Yes No Yes Yes No No No Yes One Year Yes Credit Card 58.75 2203.1 0 0 1319.79 3522.89 Stayed 2027-FECZV Male 44 No 0 Bodfish 93205 35.523991 -118.400432 0 12 None Yes 25.19 Yes Yes Fiber Optic 12 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.7 1253.9 0 0 302.28 1556.18 Churned Attitude Attitude of support person 2027-OAQQC Female 64 No 0 Aptos 95003 37.013471 -121.877877 0 43 Offer B No Yes DSL 12 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 49.05 2076.2 20.29 0 0 2055.91 Churned Competitor Competitor offered more data 2027-WKXMW Female 49 Yes 0 Montara 94037 37.540582 -122.509594 10 63 Offer B Yes 20.37 Yes Yes Fiber Optic 26 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 108.75 6871.7 0 0 1283.31 8155.01 Stayed 2030-BTZRO Male 54 Yes 3 Northridge 91325 34.236683 -118.517588 1 6 None Yes 41.36 No No Two Year Yes Credit Card 20.4 107.6 0 0 248.16 355.76 Stayed 2034-CGRHZ Male 73 No 0 San Francisco 94104 37.791222 -122.402241 0 24 None Yes 3.23 Yes Yes Fiber Optic 26 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Credit Card 102.95 2496.7 0 0 77.52 2574.22 Churned Attitude Attitude of support person 2034-GDRCN Female 47 No 0 San Diego 92122 32.85723 -117.209774 0 2 Offer E Yes 10.53 No Yes Fiber Optic 8 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.4 168.2 0 0 21.06 189.26 Churned Other Don't know 2037-SGXHH Male 25 Yes 0 Campo Seco 95226 38.233879 -120.861666 1 38 None Yes 49.7 Yes Yes Fiber Optic 30 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 94.65 3624.3 0 0 1888.6 5512.9 Churned Other Don't know 2037-XJFUP Male 24 Yes 0 Temecula 92592 33.507255 -117.029473 1 33 Offer C Yes 41.8 No Yes Fiber Optic 41 No No Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 95.8 3036.75 0 60 1379.4 4476.15 Churned Competitor Competitor made better offer 2038-LLMLM Female 35 No 0 El Centro 92243 32.770393 -115.60915 0 48 None Yes 10.5 Yes Yes Fiber Optic 12 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal -4 4946.05 0 0 504 5450.05 Stayed 2038-OEQZH Male 63 No 0 Menifee 92584 33.653338 -117.178271 0 4 None Yes 44.36 No Yes Fiber Optic 20 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 86.05 308.1 0 0 177.44 485.54 Stayed 2038-YSEZE Female 48 No 0 Los Angeles 90046 34.108455 -118.362081 0 29 Offer C Yes 13.74 Yes Yes DSL 2 Yes Yes No Yes No No No Yes Month-to-Month No Credit Card 67.45 1801.1 0 0 398.46 2199.56 Stayed 2039-JONDJ Male 50 No 0 Burbank 91504 34.213049 -118.317651 0 27 None Yes 20.29 No Yes DSL 21 Yes Yes No No No No No Yes One Year No Bank Withdrawal 55.45 1477.65 0 0 547.83 2025.48 Stayed 2040-LDIWQ Male 51 Yes 0 Woodland Hills 91367 34.178068 -118.615714 8 65 Offer B Yes 41.57 Yes Yes DSL 16 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.2 5324.5 0 0 2702.05 8026.55 Stayed 2040-OBMLJ Male 24 No 0 Dunlap 93621 36.789213 -119.140338 0 31 None Yes 17.18 Yes Yes Fiber Optic 76 No No No Yes No No No Yes One Year No Credit Card 81.7 2548.65 0 0 532.58 3081.23 Stayed 2040-VZIKE Female 56 Yes 0 Stevinson 95374 37.316807 -120.855753 3 49 None Yes 44.81 Yes Yes Fiber Optic 10 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 100.85 4847.35 0 0 2195.69 7043.04 Stayed 2040-XBAVJ Male 51 Yes 1 Malibu 90263 34.037037 -118.705803 0 72 Offer A Yes 24.95 Yes Yes Fiber Optic 13 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 114.45 8100.55 0 0 1796.4 9896.95 Stayed 2041-JIJCI Female 37 No 0 Wendel 96136 40.345949 -120.081187 0 5 None Yes 44.78 Yes Yes Cable 29 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 64 370.25 0 0 223.9 594.15 Stayed 2043-WVTQJ Male 61 Yes 0 Westminster 92683 33.752591 -117.993661 10 1 None Yes 17.68 No Yes Cable 9 Yes No Yes No No No No Yes Month-to-Month No Credit Card 55.7 55.7 0 0 17.68 73.38 Joined 2045-BMBTJ Female 80 No 0 South El Monte 91733 34.04622 -118.053753 0 33 None No Yes DSL 16 Yes Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 59.45 1884.65 0 0 0 1884.65 Stayed 2049-BAFNW Female 60 No 0 Vallejo 94592 38.093701 -122.276589 0 1 Offer E No Yes DSL 7 No No Yes Yes No No No Yes Month-to-Month No Credit Card 35.9 35.9 0 0 0 35.9 Joined 2050-ONYDQ Female 48 Yes 1 Montara 94037 37.540582 -122.509594 7 65 None Yes 2.95 Yes No Two Year No Credit Card 26 1654.85 0 0 191.75 1846.6 Stayed 2054-PJOCK Female 32 No 0 Corona 92881 33.833686 -117.513063 0 60 None Yes 16.11 Yes Yes Cable 18 No No Yes Yes Yes Yes Yes Yes One Year No Credit Card 80.55 4847.05 0 0 966.6 5813.65 Stayed 2055-BFOCC Male 65 Yes 0 Likely 96116 41.266008 -120.490731 1 63 None Yes 40.65 No Yes DSL 29 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 84 5329.55 0 0 2560.95 7890.5 Stayed 2055-PDADH Female 71 No 0 Big Bend 96011 41.096569 -121.879082 0 3 Offer E Yes 2.26 No Yes Fiber Optic 3 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.4 204.7 0 0 6.78 211.48 Churned Other Don't know 2055-SIFSS Female 75 Yes 0 Westmorland 92281 33.03679 -115.60503 5 55 None Yes 29.53 Yes Yes Cable 29 No No No No No No No Yes One Year No Bank Withdrawal 51.65 2838.55 0 0 1624.15 4462.7 Stayed 2056-EVGZL Male 56 Yes 2 West Covina 91790 34.066964 -117.937007 9 68 None Yes 8.88 No Yes Fiber Optic 17 No Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 105.75 7322.5 0 0 603.84 7926.34 Stayed 2057-BOYKM Female 70 Yes 0 Inglewood 90305 33.958134 -118.330905 10 72 None Yes 28.09 Yes Yes Fiber Optic 20 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal 96.6 6827.5 0 0 2022.48 8849.98 Stayed 2057-ZBLPD Female 50 Yes 0 Los Gatos 95032 37.233034 -121.947427 3 21 Offer D Yes 42.22 Yes Yes Fiber Optic 29 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 86.5 1808.7 0 0 886.62 2695.32 Churned Competitor Competitor offered more data 2058-DCJBE Male 32 No 0 Los Angeles 90012 34.065875 -118.238728 0 5 Offer E Yes 31.14 No Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.75 324.6 0 0 155.7 480.3 Churned Competitor Competitor had better devices 2061-VVFST Female 57 Yes 0 Whittier 90606 33.976678 -118.065875 1 37 None Yes 45.19 No No Month-to-Month No Bank Withdrawal 19.5 805.2 0 0 1672.03 2477.23 Stayed 2065-MMKGR Female 47 No 0 Diamond Springs 95619 38.683605 -120.811852 0 29 None Yes 41.38 Yes Yes DSL 4 No No No No Yes Yes Yes Yes One Year Yes Credit Card 71 2080.1 0 0 1200.02 3280.12 Stayed 2067-QYTCF Female 41 Yes 0 Los Angeles 90057 34.061918 -118.277939 4 64 None Yes 8.6 Yes Yes Fiber Optic 21 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 111.15 6953.4 0 0 550.4 7503.8 Stayed 2068-WWXQZ Male 61 No 0 Whittier 90604 33.929704 -118.01208 0 46 Offer B Yes 30.25 No No Two Year No Bank Withdrawal 20.05 902 0 0 1391.5 2293.5 Stayed 2070-FNEXE Female 77 No 2 Pasadena 91107 34.159007 -118.087353 0 7 Offer E Yes 26.95 No Yes Fiber Optic 18 Yes No No No No No No No Month-to-Month No Bank Withdrawal 76.45 503.6 11.05 0 188.65 681.2 Churned Price Lack of affordable download/upload speed 2070-XYMFH Female 66 No 0 Long Beach 90815 33.797638 -118.11662 0 23 None Yes 8.72 Yes Yes Fiber Optic 18 No No Yes No No No No Yes Two Year Yes Credit Card 79.35 1835.3 15.41 0 200.56 2020.45 Stayed 2072-ZVJJX Male 47 Yes 0 Sacramento 95818 38.556306 -121.495817 5 68 Offer A Yes 22.83 Yes No Two Year No Bank Withdrawal 25.25 1728.2 0 0 1552.44 3280.64 Stayed 2073-QBVBI Female 59 Yes 0 Los Angeles 90077 34.102084 -118.451629 10 41 None No Yes Cable 17 No Yes No Yes No No No Yes One Year No Credit Card 35.45 1391.65 0 0 0 1391.65 Stayed 2074-GKOWZ Male 49 Yes 0 Novato 94947 38.112166 -122.634384 1 2 Offer E Yes 8.86 No Yes Fiber Optic 23 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.55 185.55 0 0 17.72 203.27 Churned Competitor Competitor had better devices 2074-GUHPQ Female 37 No 2 Albion 95410 39.225694 -123.717354 0 17 None Yes 49.78 Yes Yes Fiber Optic 19 No Yes Yes Yes No No No Yes Month-to-Month Yes Credit Card 92.7 1556.85 0 0 846.26 2403.11 Stayed 2075-PUEPR Male 46 Yes 2 Newport Coast 92657 33.603282 -117.821841 2 55 None Yes 24.7 No No Two Year No Bank Withdrawal 19.35 1153.25 0 0 1358.5 2511.75 Stayed 2075-RMJIK Female 54 Yes 3 Santa Ysabel 92070 33.174725 -116.743329 3 5 None Yes 47.06 No Yes Cable 52 Yes No No No No No No No Month-to-Month Yes Mailed Check 49.4 232.55 0 10 235.3 477.85 Stayed 2077-DDHJK Female 48 Yes 0 Goleta 93117 34.489983 -120.091246 2 68 None Yes 27.41 Yes Yes DSL 9 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 70.9 4911.35 49.37 0 1863.88 6725.86 Stayed 2077-MPJQO Male 80 Yes 0 Menlo Park 94025 37.449551 -122.183762 2 7 None Yes 21.37 Yes Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal -10 533.05 0 0 149.59 682.64 Stayed 2079-FBMZK Female 50 No 0 Antelope 95843 38.715498 -121.363411 0 6 None Yes 39.36 No Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month Yes Mailed Check 69.25 418.4 0 0 236.16 654.56 Churned Competitor Competitor made better offer 2080-CAZNM Female 78 No 0 Burbank 91502 34.177267 -118.31003 0 41 Offer B Yes 6.33 Yes Yes Fiber Optic 15 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 104.4 4133.95 0 0 259.53 4393.48 Stayed 2080-GKCWQ Male 54 No 0 San Pablo 94806 37.980269 -122.342635 0 2 None Yes 3.76 No Yes Fiber Optic 16 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 74.95 151.75 0 0 7.52 159.27 Joined 2080-SRCDE Female 21 No 1 Walnut 91789 34.018354 -117.85492 0 1 Offer E Yes 32.73 Yes No Month-to-Month No Mailed Check 25.4 25.4 0 0 32.73 58.13 Joined 2081-KJSQF Male 25 No 0 Isleton 95641 38.154823 -121.601358 0 1 None Yes 42.96 No No Month-to-Month Yes Credit Card 20.25 20.25 0 0 42.96 63.21 Joined 2081-VEYEH Male 42 No 0 Compton 90221 33.885811 -118.206459 0 3 Offer E Yes 12.66 No Yes Fiber Optic 28 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 107.95 318.6 0 0 37.98 356.58 Joined 2082-CEFLT Male 31 No 0 San Diego 92109 32.787836 -117.232376 0 1 Offer E Yes 11.73 No Yes DSL 24 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.6 45.6 0 0 11.73 57.33 Churned Competitor Competitor made better offer 2082-OJVTK Male 25 Yes 0 San Diego 92109 32.787836 -117.232376 1 29 None Yes 4 Yes Yes Fiber Optic 48 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.2 2698.35 0 0 116 2814.35 Churned Competitor Competitor made better offer 2085-BOJKI Male 33 Yes 0 Long Beach 90822 33.778436 -118.118648 1 17 Offer D Yes 28.83 No Yes Fiber Optic 5 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 96.65 1588.25 0 0 490.11 2078.36 Stayed 2085-JVGAD Male 56 Yes 0 Ivanhoe 93235 36.385818 -119.224243 3 37 None Yes 2.15 No No Month-to-Month No Bank Withdrawal 20.35 697.65 45.07 0 79.55 732.13 Stayed 2087-QAREY Female 60 Yes 0 Sequoia National Park 93262 36.527243 -118.594938 1 22 Offer D Yes 39.83 No Yes Cable 16 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 54.7 1178.75 0 0 876.26 2055.01 Stayed 2088-IEBAU Female 63 No 0 Poway 92064 32.984395 -117.013454 0 68 None Yes 21.82 Yes Yes DSL 2 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 88.15 6148.45 36.29 0 1483.76 7595.92 Stayed 2091-GPPIQ Female 56 Yes 0 Yuba City 95991 39.02741 -121.614982 10 72 Offer A Yes 26.04 Yes Yes Cable 6 No Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 78.95 5730.15 0 0 1874.88 7605.03 Stayed 2091-MJTFX Female 57 Yes 2 Auburn 95602 38.99003 -121.114408 1 30 None No Yes DSL 12 No No No Yes Yes Yes Yes Yes Month-to-Month No Credit Card 51.2 1561.5 0 0 0 1561.5 Churned Dissatisfaction Network reliability 2091-RFFBA Female 70 No 0 Port Costa 94569 38.035707 -122.196821 0 31 None Yes 15.43 Yes Yes Fiber Optic 2 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.9 2217.15 0 0 478.33 2695.48 Churned Attitude Attitude of support person 2096-XOTMO Female 40 Yes 3 Marysville 95901 39.19514 -121.503883 10 16 None Yes 12.82 No No Month-to-Month No Credit Card 19.35 275.9 33.24 0 205.12 447.78 Stayed 2097-YVPKN Male 56 No 0 Healdsburg 95448 38.618347 -122.908422 0 65 None Yes 4.9 Yes No Two Year No Credit Card 25.75 1654.75 41.74 0 318.5 1931.51 Stayed 2100-BDNSN Female 39 Yes 0 Strawberry Valley 95981 39.58458 -121.093256 1 5 None Yes 14.9 Yes Yes DSL 4 No No Yes Yes Yes No No No Month-to-Month No Bank Withdrawal 67.95 350.3 0 20 74.5 444.8 Churned Price Price too high 2101-RANCD Female 50 No 0 El Dorado Hills 95762 38.684437 -121.055634 0 55 None Yes 8.93 Yes Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.1 4144.9 0 0 491.15 4636.05 Stayed 2103-ZRXFN Male 19 No 0 La Quinta 92253 33.695532 -116.310571 0 1 None Yes 24.66 Yes Yes DSL 26 No No No No No No No Yes Month-to-Month No Credit Card 50.75 50.75 0 0 24.66 75.41 Joined 2105-PHWON Female 41 Yes 0 Navarro 95463 39.182916 -123.552571 1 33 None Yes 10.34 Yes Yes Fiber Optic 22 No No Yes Yes No Yes Yes No Month-to-Month Yes Credit Card 95 3008.15 0 60 341.22 3409.37 Stayed 2107-FBPTK Female 80 No 0 Ramona 92065 33.044541 -116.833922 0 30 None Yes 41.93 Yes Yes Fiber Optic 21 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 104.1 3121.1 0 0 1257.9 4379 Stayed 2108-GLPQB Male 49 Yes 0 Los Angeles 90025 34.046174 -118.446333 7 25 Offer C Yes 11.6 Yes Yes DSL 10 No No Yes No No No No Yes Month-to-Month No Credit Card 55.55 1405.3 0 0 290 1695.3 Stayed 2108-XWMPY Male 29 No 0 Cabazon 92230 33.929812 -116.76058 0 3 None No Yes DSL 85 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 35.45 106.85 0 0 0 106.85 Churned Other Moved 2108-YKQTY Female 42 No 0 Santa Monica 90403 34.031529 -118.491156 0 4 None Yes 9.81 No Yes DSL 30 No Yes No No No No No Yes Month-to-Month No Credit Card 50.7 151.3 0 0 39.24 190.54 Churned Other Don't know 2111-DWYHN Male 31 No 0 Aptos 95003 37.013471 -121.877877 0 1 None Yes 18.81 No No Month-to-Month No Credit Card 21.1 21.1 0 0 18.81 39.91 Joined 2114-MGINA Female 57 No 0 Rio Vista 94571 38.148862 -121.737696 0 14 Offer D Yes 10.3 No Yes Fiber Optic 29 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 89.8 1129.1 0 0 144.2 1273.3 Churned Attitude Attitude of support person 2115-BFTIW Male 52 No 0 Clearlake Oaks 95423 39.07116 -122.598542 0 25 None Yes 24.91 No Yes Fiber Optic 18 No No No No No No No No Month-to-Month No Credit Card 70.95 1767.35 0 20 622.75 2410.1 Churned Dissatisfaction Product dissatisfaction 2120-SMPEX Male 43 No 0 Santa Rosa 95403 38.488431 -122.752839 0 25 Offer C Yes 17.64 No No Month-to-Month Yes Mailed Check 20.15 536.35 0 0 441 977.35 Stayed 2121-JAFOM Female 23 Yes 0 Danville 94526 37.815459 -121.977203 1 72 None Yes 1.67 Yes Yes Fiber Optic 59 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 115.55 8312.4 0 0 120.24 8432.64 Stayed 2122-SZZZD Male 60 No 0 Sacramento 95834 38.646209 -121.52446 0 44 None Yes 18.14 No No One Year No Credit Card 19.5 835.5 0 0 798.16 1633.66 Stayed 2122-YWVYA Female 44 No 0 San Francisco 94116 37.74441 -122.486764 0 18 Offer D Yes 15.01 No Yes Fiber Optic 22 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.4 1380.4 0 0 270.18 1650.58 Stayed 2123-AGEEN Female 66 No 0 Millbrae 94030 37.601248 -122.403099 0 7 Offer E Yes 26.29 No Yes Fiber Optic 20 No No Yes No Yes No No No One Year Yes Bank Withdrawal 84.35 609.65 29.17 10 184.03 774.51 Stayed 2123-VSCOT Female 39 Yes 0 Pomona 91767 34.083086 -117.737997 9 59 None Yes 24.81 Yes Yes Cable 24 No No Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 72.1 4194.85 0 0 1463.79 5658.64 Stayed 2126-GSEGL Female 53 Yes 0 Solvang 93463 34.624399 -120.137875 7 70 None Yes 9.28 Yes Yes DSL 24 No Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 84.8 5917.55 0 120 649.6 6687.15 Stayed 2129-ALKBS Female 49 Yes 4 Needles 92363 34.711224 -114.702256 5 40 None Yes 49.22 Yes No Month-to-Month Yes Bank Withdrawal 26.2 1077.5 0 0 1968.8 3046.3 Stayed 2133-TSRRM Female 47 No 3 Rosemead 91770 34.065108 -118.082791 0 34 None Yes 32.94 No Yes Fiber Optic 21 Yes Yes Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 105.35 3688.6 0 110 1119.96 4918.56 Stayed 2135-DQWAQ Female 37 No 0 Santa Barbara 93111 34.460197 -119.802602 0 5 Offer E Yes 45.74 No Yes Fiber Optic 30 No Yes No No Yes No No No Month-to-Month Yes Credit Card 85.3 420.45 0 10 228.7 659.15 Stayed 2135-RXIHG Male 63 No 0 Carson 90745 33.822295 -118.26411 0 1 Offer E Yes 14.12 No Yes Cable 24 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.65 45.65 0 0 14.12 59.77 Churned Competitor Competitor had better devices 2137-DQMEV Male 39 Yes 2 Tustin 92780 33.735802 -117.818805 1 68 Offer A No Yes DSL 19 Yes Yes No No Yes No No Yes One Year No Credit Card 44.8 2983.65 0 0 0 2983.65 Stayed 2138-VFAPZ Female 40 Yes 1 San Francisco 94130 37.820894 -122.369725 8 14 Offer D Yes 15.33 No No Two Year Yes Credit Card 19.7 263.65 0 0 214.62 478.27 Stayed 2139-FQHLM Male 49 No 0 Corona 92879 33.893823 -117.531446 0 19 Offer D Yes 9.55 No Yes Fiber Optic 6 No No Yes Yes Yes No No Yes Month-to-Month No Credit Card 89.95 1682.4 29.64 0 181.45 1834.21 Stayed 2141-RRYGO Female 51 No 0 Camino 95709 38.748316 -120.675512 0 4 Offer E Yes 10.64 No Yes DSL 23 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 68.65 261.25 0 0 42.56 303.81 Churned Dissatisfaction Poor expertise of online support 2143-LJULT Female 55 Yes 0 Fresno 93650 36.841655 -119.797113 1 67 None Yes 35.34 Yes No Two Year Yes Credit Card 25.25 1733.15 0 0 2367.78 4100.93 Stayed 2144-BFDSO Female 70 Yes 0 Ranchita 92066 33.215251 -116.53633 1 50 Offer B Yes 9.18 Yes Yes Fiber Optic 2 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 108.75 5431.9 0 0 459 5890.9 Stayed 2144-ESWKO Male 47 No 0 San Pedro 90732 33.744119 -118.31448 0 43 None No Yes Cable 4 Yes No Yes No No No No Yes One Year Yes Credit Card 35.2 1463.7 0 0 0 1463.7 Stayed 2146-EGVDT Male 33 Yes 0 Chatsworth 91311 34.294142 -118.603883 3 59 Offer B Yes 25.57 No No Two Year No Credit Card 19.3 1192.7 0 0 1508.63 2701.33 Stayed 2150-OEGBV Male 31 No 0 Oakland 94612 37.809014 -122.269739 0 27 None Yes 33.4 No No One Year No Bank Withdrawal 20.1 562.6 0 0 901.8 1464.4 Stayed 2150-UWTFY Female 21 Yes 3 San Mateo 94402 37.556634 -122.317723 1 22 Offer D Yes 42.98 No Yes DSL 30 Yes Yes Yes No No No No No Month-to-Month No Credit Card 61.15 1422.05 0 80 945.56 2447.61 Churned Dissatisfaction Service dissatisfaction 2150-WLKUW Female 27 Yes 0 Banning 92220 33.936298 -116.849577 4 40 Offer B Yes 42.1 Yes Yes DSL 52 No Yes No No Yes No No Yes One Year No Bank Withdrawal 63.9 2635 0 0 1684 4319 Stayed 2153-MREFK Female 55 Yes 0 Fawnskin 92333 34.274846 -116.937581 1 37 None Yes 30.16 Yes Yes Fiber Optic 4 Yes No Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 99.2 3754.6 0 0 1115.92 4870.52 Churned Attitude Attitude of support person 2154-KVJFF Female 42 No 0 Stevinson 95374 37.316807 -120.855753 0 15 Offer D Yes 42.83 Yes Yes Fiber Optic 21 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.75 1111.85 0 0 642.45 1754.3 Churned Dissatisfaction Limited range of services 2155-AMQRX Female 37 No 0 Norwalk 90650 33.905963 -118.08263 0 28 None Yes 3.25 Yes Yes Cable 11 No No No Yes No No No Yes Month-to-Month Yes Credit Card 54.9 1505.15 0 0 91 1596.15 Stayed 2157-MXBJS Male 20 Yes 0 Calistoga 94515 38.629618 -122.593216 1 13 Offer D Yes 41.22 Yes Yes Cable 82 No No Yes No Yes Yes Yes Yes One Year Yes Credit Card 75.3 989.45 0 0 535.86 1525.31 Churned Dissatisfaction Network reliability 2159-TURXX Male 26 No 0 Weaverville 96093 40.759401 -122.939337 0 5 None Yes 22.16 No No Month-to-Month No Credit Card 20.05 95.55 0 0 110.8 206.35 Stayed 2160-GPFXD Male 25 Yes 2 Davis 95618 38.544002 -121.685559 1 54 Offer B Yes 24.59 Yes Yes DSL 52 Yes Yes No Yes No No No Yes Two Year Yes Credit Card 65.65 3566.7 0 0 1327.86 4894.56 Stayed 2162-FRZAA Male 45 Yes 2 Fort Irwin 92310 35.349241 -116.770281 7 63 Offer B No Yes DSL 16 No Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 39.35 2395.05 0 0 0 2395.05 Stayed 2164-SOQXL Female 31 Yes 2 Los Angeles 90043 33.988543 -118.334081 10 20 None Yes 14.79 No No Month-to-Month No Credit Card 20.05 406.05 0 0 295.8 701.85 Stayed 2165-VOEGB Female 23 No 0 Burbank 91501 34.188339 -118.300942 0 46 None Yes 43.04 No Yes Fiber Optic 71 Yes Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.2 4822.85 0 0 1979.84 6802.69 Churned Other Don't know 2167-FQSTQ Female 20 Yes 0 Hayward 94541 37.674002 -122.076796 8 72 None Yes 37.45 Yes Yes DSL 48 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 92.4 6786.1 0 150 2696.4 9632.5 Stayed 2169-RRLFW Female 48 Yes 0 Capay 95607 38.681651 -122.130569 3 71 None Yes 11.18 Yes No Two Year No Credit Card 25.6 1888.25 0 0 793.78 2682.03 Stayed 2171-UDMFD Male 22 Yes 3 Chowchilla 93610 37.100948 -120.270136 5 32 Offer C Yes 35.05 No No Month-to-Month Yes Credit Card 19.45 674.55 0 0 1121.6 1796.15 Stayed 2172-EJXVF Female 65 No 0 Los Angeles 90047 33.958149 -118.308441 0 71 None Yes 25.61 Yes Yes Fiber Optic 23 No Yes Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 105.9 7521.95 6.65 100 1818.31 9433.61 Stayed 2176-LVPNX Female 69 No 0 San Jose 95113 37.333851 -121.891147 0 71 Offer A Yes 37.39 Yes Yes DSL 22 Yes Yes Yes Yes Yes Yes No No Two Year No Credit Card 89.85 6293.45 0 140 2654.69 9088.14 Stayed 2176-OSJUV Male 29 Yes 0 Anaheim 92801 33.844983 -117.952151 2 71 Offer A Yes 40.63 Yes Yes DSL 69 Yes Yes No Yes No No Yes Yes Two Year No Bank Withdrawal 65.15 4681.75 4.7 0 2884.73 7561.78 Stayed 2178-PMGCJ Male 22 No 0 Long Beach 90802 33.752524 -118.210737 0 22 Offer D Yes 15.77 No Yes Fiber Optic 42 No No No No No No No Yes Month-to-Month Yes Credit Card 69.7 1490.4 0 0 346.94 1837.34 Stayed 2180-DXNEG Female 46 No 0 Harbor City 90710 33.798266 -118.300237 0 12 None Yes 25.54 No Yes Fiber Optic 27 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96 1062.1 0 0 306.48 1368.58 Churned Dissatisfaction Product dissatisfaction 2181-TIDSV Male 47 Yes 3 Glen Ellen 95442 38.368744 -122.522642 4 68 Offer A Yes 19.75 No No Two Year Yes Bank Withdrawal 19.95 1303.25 0 0 1343 2646.25 Stayed 2181-UAESM Male 30 No 0 Angelus Oaks 92305 34.1678 -116.86433 0 2 None Yes 12.59 No Yes Cable 76 Yes No Yes No No No No Yes Month-to-Month No Bank Withdrawal 53.45 119.5 0 0 25.18 144.68 Joined 2186-QZEYA Female 68 No 0 San Leandro 94579 37.687264 -122.15728 0 29 Offer C Yes 8.88 Yes Yes DSL 22 Yes Yes No No No No No Yes Two Year Yes Bank Withdrawal 58.55 1718.95 33.1 0 257.52 1943.37 Stayed 2187-LZGPL Female 36 No 0 Walnut Creek 94596 37.900662 -122.052782 0 7 None No Yes DSL 19 No Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 40.1 293.3 0 0 0 293.3 Churned Attitude Attitude of service provider 2187-PKZAY Male 23 No 0 Stevinson 95374 37.316807 -120.855753 0 12 None Yes 40.06 No Yes Fiber Optic 41 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.95 1043.4 0 0 480.72 1524.12 Stayed 2188-SXWVT Female 31 No 0 Chilcoot 96105 39.872961 -120.198876 0 34 Offer C Yes 43.17 No Yes DSL 8 Yes Yes No No No No No Yes One Year No Credit Card 55 1885.15 0 0 1467.78 3352.93 Stayed 2189-UXTKY Female 27 Yes 0 La Quinta 92253 33.695532 -116.310571 1 22 None Yes 13.11 Yes Yes DSL 51 Yes No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.2 1742.75 0 0 288.42 2031.17 Churned Dissatisfaction Product dissatisfaction 2189-WWOEW Female 37 No 0 Keene 93531 35.214982 -118.59049 0 15 None Yes 24.63 No Yes Fiber Optic 13 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.9 1269.55 0 0 369.45 1639 Churned Other Don't know 2190-BCXEC Female 61 Yes 0 Death Valley 92328 36.27688 -117.033326 10 40 None Yes 39.97 Yes Yes Fiber Optic 17 No No No Yes No No No Yes Month-to-Month Yes Credit Card 78.85 3126.85 0 0 1598.8 4725.65 Stayed 2190-PHBHR Female 22 Yes 0 Hume 93628 36.807595 -118.901544 5 72 Offer A Yes 22.74 Yes Yes Fiber Optic 48 Yes Yes No No No Yes Yes Yes Two Year Yes Credit Card 94.45 6921.7 0 0 1637.28 8558.98 Stayed 2192-CKRLV Female 57 Yes 0 Wilton 95693 38.392559 -121.225093 2 72 Offer A No Yes DSL 15 Yes Yes Yes No No Yes Yes Yes Two Year Yes Bank Withdrawal 49.2 3580.95 0 0 0 3580.95 Stayed 2192-OZITF Female 60 No 0 San Leandro 94577 37.717196 -122.159338 0 45 Offer B Yes 44.29 Yes Yes DSL 15 Yes No No Yes No Yes Yes Yes Two Year No Credit Card 73.55 3349.1 0 0 1993.05 5342.15 Stayed 2193-SFWQW Male 47 Yes 1 San Rafael 94903 38.018065 -122.546024 9 72 None Yes 24.08 No Yes Fiber Optic 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 111.95 8033.1 0 0 1733.76 9766.86 Stayed 2194-IIQOF Female 38 Yes 0 Sunnyvale 94087 37.3511 -122.037311 7 71 Offer A Yes 19.9 Yes Yes DSL 27 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 89.3 6388.65 0 0 1412.9 7801.55 Stayed 2195-VVRJF Male 74 Yes 0 Los Angeles 90018 34.028735 -118.317236 6 18 None Yes 5.73 No Yes DSL 13 Yes No No No No Yes No Yes Two Year Yes Credit Card 59.1 1011.05 31.05 0 103.14 1083.14 Stayed 2195-ZRVAX Female 40 Yes 0 Rodeo 94572 38.027218 -122.23463 1 47 None Yes 44.26 No Yes Cable 23 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.3 4045.65 0 0 2080.22 6125.87 Churned Other Don't know 2197-OMWGI Female 65 Yes 1 Los Angeles 90014 34.043144 -118.251977 4 68 None No Yes DSL 23 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 53 3656.25 0 0 0 3656.25 Stayed 2200-DSAAL Female 52 No 0 Greenbrae 94904 37.946617 -122.563571 0 68 None Yes 20.3 Yes Yes DSL 13 No Yes Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 80.65 5330.2 0 90 1380.4 6800.6 Stayed 2202-CUYXZ Male 25 No 0 Dublin 94568 37.713926 -121.928425 0 1 None Yes 36.07 No Yes Fiber Optic 41 No No Yes No Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 84.85 84.85 0 0 36.07 120.92 Churned Competitor Competitor had better devices 2202-OUTMO Female 59 Yes 0 Caruthers 93609 36.5276 -119.865999 5 34 None Yes 12.3 Yes Yes DSL 26 Yes No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 60.85 2003.6 0 0 418.2 2421.8 Stayed 2203-GHNWN Female 24 Yes 0 Julian 92036 32.980678 -116.262854 2 24 None Yes 44.93 Yes Yes Fiber Optic 82 No No Yes No No No Yes Yes Month-to-Month Yes Credit Card 79.65 1928.7 0 0 1078.32 3007.02 Stayed 2205-LPVGL Male 71 Yes 1 Colusa 95932 39.273096 -122.050763 1 58 Offer B Yes 18.43 Yes Yes Fiber Optic 10 Yes Yes No Yes No No No No One Year Yes Bank Withdrawal 89.85 5125.75 0 130 1068.94 6324.69 Stayed 2205-YMZZJ Male 75 No 0 Clovis 93612 36.814539 -119.711868 0 7 None Yes 39.51 Yes Yes Fiber Optic 13 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 84.8 546.95 0 0 276.57 823.52 Churned Competitor Competitor made better offer 2207-NHRJK Male 58 No 0 Carmel 93923 36.460611 -121.852507 0 1 Offer E Yes 1.28 No Yes DSL 27 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 50.8 50.8 0 0 1.28 52.08 Churned Competitor Competitor had better devices 2207-OBZNX Male 56 No 0 Aguanga 92536 33.482243 -116.827173 0 7 None Yes 34.49 No Yes Cable 22 Yes No No No No No No Yes Month-to-Month Yes Mailed Check 51 354.05 0 0 241.43 595.48 Churned Attitude Attitude of service provider 2207-QPJED Female 66 Yes 0 Somes Bar 95568 41.444606 -123.471895 8 37 None Yes 15.6 No Yes Fiber Optic 19 No No Yes Yes Yes No No Yes Two Year No Bank Withdrawal 90 3371.75 0 0 577.2 3948.95 Stayed 2207-RYYRL Male 34 Yes 1 Grass Valley 95945 39.194539 -120.988066 6 52 Offer B Yes 29.55 Yes No Two Year No Credit Card 24.55 1331.05 0 0 1536.6 2867.65 Stayed 2208-MPXIO Female 42 Yes 2 Escondido 92029 33.079834 -117.134275 9 45 None Yes 21.73 No No Two Year Yes Bank Withdrawal 20 886.4 0 0 977.85 1864.25 Stayed 2208-NKVVH Male 60 Yes 2 Costa Mesa 92626 33.678591 -117.905471 4 43 None Yes 2.81 Yes No Two Year No Credit Card 24.25 1077.95 0 0 120.83 1198.78 Stayed 2208-NQBCT Female 23 Yes 3 San Jose 95138 37.246064 -121.749494 10 26 None Yes 42.95 No Yes Fiber Optic 27 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 81.95 2070.05 0 0 1116.7 3186.75 Stayed 2208-UGTGR Male 62 No 0 Sultana 93666 36.545353 -119.338535 0 56 Offer B Yes 10.99 Yes Yes Fiber Optic 28 No Yes No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 98.6 5581.05 0 0 615.44 6196.49 Stayed 2209-XADXF Female 40 No 0 Willow Creek 95573 40.949012 -123.655847 0 1 Offer E No Yes DSL 15 No No No No No No No No Month-to-Month No Bank Withdrawal 25.25 25.25 0 10 0 35.25 Joined 2211-RMNHO Female 36 Yes 2 Rio Nido 95471 38.522328 -122.97932 1 68 None Yes 25.16 Yes Yes Cable 26 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 85.3 5560 0 0 1710.88 7270.88 Stayed 2212-LYASK Male 25 Yes 0 Brea 92823 33.924143 -117.79387 3 27 None No Yes DSL 27 No Yes Yes No No Yes Yes No One Year Yes Credit Card 45.85 1246.4 0 30 0 1276.4 Stayed 2215-ZAFGX Male 35 No 0 La Mesa 91942 32.782501 -117.01611 0 9 Offer E Yes 11.5 Yes Yes Fiber Optic 14 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.5 791.7 0 0 103.5 895.2 Stayed 2219-MVUSO Male 59 No 0 Los Angeles 90028 34.099869 -118.326843 0 8 None Yes 35.53 No Yes Cable 5 No No No No No No No Yes Month-to-Month Yes Credit Card 45.15 438.4 0 0 284.24 722.64 Churned Other Don't know 2220-IAHLS Female 49 No 0 Modesto 95356 37.716186 -121.025836 0 1 None Yes 2.85 No No Month-to-Month No Credit Card 19.4 19.4 0 0 2.85 22.25 Joined 2223-GDSHL Male 41 Yes 1 Fountain Valley 92708 33.712036 -117.950113 5 71 Offer A Yes 26.38 Yes Yes Fiber Optic 18 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 116.05 8297.5 42.57 110 1872.98 10237.91 Stayed 2223-KAGMX Female 47 No 0 Santa Rosa 95409 38.468893 -122.580539 0 15 Offer D Yes 33.14 No No Month-to-Month No Bank Withdrawal 19.4 289.3 0 0 497.1 786.4 Churned Price Long distance charges 2225-ZRGSG Female 38 Yes 0 Piru 93040 34.432843 -118.730106 1 70 Offer A Yes 5.48 Yes Yes Fiber Optic 14 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 93.9 6579.05 0 0 383.6 6962.65 Churned Price Long distance charges 2226-ICFDO Female 39 Yes 0 Covelo 95428 39.83307 -123.178765 9 72 None Yes 10.87 Yes Yes DSL 24 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 85.9 6110.75 0 0 782.64 6893.39 Stayed 2227-JRSJX Female 22 No 0 Monterey Park 91754 34.050322 -118.147037 0 21 Offer D Yes 6.12 No Yes Fiber Optic 51 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.15 1956.4 0 0 128.52 2084.92 Stayed 2228-BZDEE Female 45 No 0 Pleasanton 94566 37.633361 -121.862395 0 54 Offer B Yes 26.25 No No Two Year No Credit Card 20.1 1079.45 0 0 1417.5 2496.95 Stayed 2229-DPMBI Female 19 Yes 2 Blairsden Graeagle 96103 39.783747 -120.661032 10 8 None Yes 13.21 No No Two Year No Credit Card 19.5 162.15 0 0 105.68 267.83 Stayed 2229-VWQJH Female 34 No 0 Homewood 96141 39.117018 -120.212535 0 24 None Yes 4.82 No Yes DSL 16 No No Yes No No No No Yes Month-to-Month Yes Credit Card 49.3 1233.25 0 0 115.68 1348.93 Stayed 2230-XTUWL Female 20 Yes 2 Madera 93637 36.902954 -120.194274 3 48 Offer B Yes 13.26 No No Two Year No Credit Card 19.55 883.35 0 0 636.48 1519.83 Stayed 2232-DMLXU Female 22 Yes 0 Van Nuys 91411 34.17847 -118.459472 0 1 None Yes 35.6 No Yes DSL 58 No No No No Yes No Yes Yes Month-to-Month No Credit Card 55.2 55.2 0 0 35.6 90.8 Churned Dissatisfaction Poor expertise of online support 2233-FAGXV Female 41 Yes 3 Salton City 92275 33.28156 -115.955541 6 5 None Yes 6.7 Yes No Month-to-Month Yes Credit Card 24.3 132.25 0 0 33.5 165.75 Stayed 2233-TXSIU Male 20 Yes 2 Grass Valley 95945 39.194539 -120.988066 1 17 None No Yes DSL 52 Yes No Yes No Yes No No Yes One Year No Credit Card 44.45 792.15 0 0 0 792.15 Stayed 2234-EOFPT Male 48 Yes 0 Santa Ana 92701 33.748478 -117.858918 2 72 None Yes 29.8 No Yes DSL 14 Yes Yes No Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 79.35 5753.25 0 40 2145.6 7938.85 Stayed 2234-XADUH Female 30 Yes 2 Amboy 92304 34.559882 -115.637164 4 72 None Yes 29.66 Yes Yes Fiber Optic 59 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 103.2 7362.9 45.38 0 2135.52 9453.04 Stayed 2235-DWLJU Female 75 No 0 Thousand Palms 92276 33.849263 -116.382778 0 6 None No Yes DSL 24 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 44.4 263.05 0 0 0 263.05 Stayed 2235-EZAIK Female 21 Yes 0 Badger 93603 36.64545 -118.924982 9 72 Offer A Yes 22.41 Yes Yes DSL 59 Yes Yes Yes Yes Yes No No No Two Year No Credit Card -4 5401.9 0 20 1613.52 7035.42 Stayed 2235-ZGKPT Female 36 Yes 1 Los Angeles 90062 34.003553 -118.308933 1 4 None Yes 12.88 Yes Yes Cable 22 No No No No No No No Yes Month-to-Month No Credit Card 50.85 239.55 0 0 51.52 291.07 Churned Dissatisfaction Product dissatisfaction 2236-HILPA Male 55 Yes 2 Hayward 94544 37.639215 -122.037554 9 62 Offer B Yes 11.15 No No Two Year No Credit Card 20.65 1218.45 0 0 691.3 1909.75 Stayed 2237-ZFSMY Female 29 No 0 Riverdale 93656 36.452211 -119.94575 0 39 Offer C Yes 4.48 No Yes Fiber Optic 71 Yes No Yes Yes Yes No Yes Yes One Year Yes Bank Withdrawal 95.55 3692.85 0 0 174.72 3867.57 Churned Attitude Attitude of service provider 2239-CFOUJ Male 27 Yes 2 Trinidad 95570 41.162295 -124.027381 3 1 None Yes 27.5 No No One Year No Credit Card 20.4 20.4 0 0 27.5 47.9 Joined 2239-CGBUZ Female 56 Yes 0 West Covina 91791 34.061634 -117.893169 4 51 Offer B Yes 47.18 No Yes Cable 12 Yes Yes No Yes No No No Yes One Year Yes Bank Withdrawal 60.5 3145.15 0 0 2406.18 5551.33 Stayed 2239-JALAW Male 20 No 0 Escondido 92027 33.141265 -116.967221 0 58 Offer B Yes 44.5 Yes Yes Fiber Optic 47 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.25 6017.65 0 0 2581 8598.65 Churned Competitor Competitor made better offer 2240-HSJQD Male 44 No 2 La Mesa 91942 32.782501 -117.01611 0 38 None Yes 1.27 Yes Yes Fiber Optic 13 No Yes No No No No No Yes Month-to-Month Yes Credit Card 81.85 3141.7 0 0 48.26 3189.96 Stayed 2242-MFOTG Male 29 No 0 Poway 92064 32.984395 -117.013454 0 33 None Yes 25.71 Yes Yes Fiber Optic 48 Yes No No No No No No Yes One Year No Bank Withdrawal 80.1 2603.3 0 0 848.43 3451.73 Stayed 2243-FNMMI Male 20 No 0 Torrance 90501 33.833699 -118.314387 0 20 Offer D Yes 31.02 No No Month-to-Month No Credit Card 19.4 415.4 0 0 620.4 1035.8 Stayed 2245-ADZFJ Female 58 Yes 0 Castella 96017 41.121108 -122.336613 9 31 Offer C Yes 28.52 Yes Yes DSL 2 No Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 80.55 2471.6 0 0 884.12 3355.72 Stayed 2249-YPRNG Female 57 Yes 0 The Sea Ranch 95497 38.696659 -123.436861 3 20 None Yes 28.79 Yes Yes Fiber Optic 16 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.85 2239.65 0 0 575.8 2815.45 Churned Dissatisfaction Service dissatisfaction 2250-IVBWA Male 47 Yes 2 San Jose 95112 37.343827 -121.883119 4 64 None Yes 49.49 No Yes Fiber Optic 12 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 81.05 5135.35 0 0 3167.36 8302.71 Stayed 2251-PYLPB Male 34 Yes 0 Big Bear Lake 92315 34.242058 -116.89802 3 72 Offer A Yes 45.05 Yes Yes Cable 9 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 79.55 5810.9 0 0 3243.6 9054.5 Stayed 2252-ISRNH Male 22 Yes 3 Covelo 95428 39.83307 -123.178765 9 9 Offer E Yes 30.46 Yes Yes Fiber Optic 82 No No Yes No Yes No No Yes One Year Yes Bank Withdrawal -10 767.9 0 0 274.14 1042.04 Stayed 2252-JHJGE Male 24 No 0 Sun Valley 91352 34.231053 -118.338307 0 61 Offer B Yes 45.69 Yes Yes Fiber Optic 48 Yes No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 104 6363.45 0 0 2787.09 9150.54 Stayed 2252-NKNSI Male 63 No 0 Salinas 93905 36.667794 -121.601306 0 52 None Yes 32.02 Yes Yes DSL 28 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 85.15 4461.85 0 0 1665.04 6126.89 Stayed 2253-KPMNB Female 29 Yes 2 Live Oak 95953 39.258746 -121.77697 10 69 None No Yes DSL 69 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 46.25 3121.4 0 0 0 3121.4 Stayed 2254-DLXRI Female 33 No 0 Burbank 91504 34.213049 -118.317651 0 1 Offer E Yes 18 Yes Yes Fiber Optic 23 No Yes No No No No No No Month-to-Month Yes Credit Card 79.15 79.15 0 60 18 157.15 Joined 2256-YLYLP Male 45 Yes 1 Cypress 90630 33.818477 -118.038307 4 68 None Yes 34.13 No Yes DSL 25 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 72.95 4953.25 0 0 2320.84 7274.09 Stayed 2257-BOVXD Male 48 Yes 0 Tahoe City 96145 39.178337 -120.162806 3 14 None Yes 22.14 Yes Yes DSL 11 No No No Yes Yes No No Yes Month-to-Month Yes Credit Card 66.6 979.5 0 0 309.96 1289.46 Stayed 2259-OUUSZ Male 28 No 0 San Diego 92106 32.71346 -117.236378 0 7 Offer E No Yes DSL 48 No No Yes Yes No No No Yes One Year Yes Credit Card 35.5 249.55 0 0 0 249.55 Stayed 2260-USTRB Female 75 No 0 Campo 91906 32.673483 -116.472863 0 2 None Yes 9.55 No Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.2 115.95 0 0 19.1 135.05 Churned Competitor Competitor offered more data 2262-SLNVK Female 53 No 0 Birds Landing 94512 38.140719 -121.838298 0 1 None Yes 1.15 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.1 70.1 0 0 1.15 71.25 Joined 2263-SFSQZ Male 46 Yes 2 San Jose 95138 37.246064 -121.749494 7 51 None Yes 16.85 Yes No Two Year Yes Credit Card 24.95 1222.25 0 0 859.35 2081.6 Stayed 2265-CYWIV Female 68 Yes 0 Hickman 95323 37.605926 -120.69955 1 4 None Yes 18.91 Yes Yes Fiber Optic 20 Yes No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 99.6 347.65 25.79 0 75.64 397.5 Churned Dissatisfaction Network reliability 2266-FUBDZ Male 19 Yes 3 San Francisco 94115 37.786031 -122.437301 2 15 None Yes 46.47 No No Two Year No Credit Card 19.35 278.85 0 0 697.05 975.9 Stayed 2266-SJNAT Female 21 Yes 0 Temecula 92592 33.507255 -117.029473 2 72 Offer A Yes 11.85 Yes Yes Fiber Optic 82 No Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 109.15 7789.6 0 0 853.2 8642.8 Stayed 2267-FPIMA Male 27 Yes 0 San Carlos 94070 37.497915 -122.267361 1 50 Offer B Yes 17.58 Yes Yes Fiber Optic 47 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 94.4 4914.9 0 0 879 5793.9 Stayed 2267-WTPYD Female 77 Yes 0 Granada Hills 91344 34.291273 -118.505104 1 57 None Yes 23.05 Yes Yes Fiber Optic 30 No Yes Yes No No Yes No Yes Month-to-Month No Credit Card 94 5438.95 0 0 1313.85 6752.8 Stayed 2270-CHBFN Female 46 Yes 0 Ventura 93004 34.278697 -119.167798 10 44 Offer B Yes 32.72 Yes Yes Fiber Optic 6 Yes Yes Yes Yes No No No Yes Month-to-Month Yes Credit Card 95.1 4060.55 0 0 1439.68 5500.23 Stayed 2272-JKMSI Female 42 Yes 3 Roseville 95661 38.736685 -121.251984 5 62 Offer B Yes 13.25 Yes Yes Fiber Optic 57 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 110.8 6840.95 0 0 821.5 7662.45 Stayed 2272-QAGFO Female 75 No 0 Inglewood 90304 33.936827 -118.359824 0 14 None Yes 35.07 Yes Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.3 1096.25 0 0 490.98 1587.23 Churned Dissatisfaction Service dissatisfaction 2272-UOINI Female 44 No 0 Rancho Cucamonga 91739 34.133809 -117.523724 0 7 Offer E Yes 3.34 No Yes Cable 13 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 78.5 571.05 0 0 23.38 594.43 Stayed 2272-WUSPA Female 48 Yes 0 Milford 96121 40.181279 -120.392967 1 72 None Yes 39.74 Yes Yes Fiber Optic 5 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.75 7751.7 0 0 2861.28 10612.98 Stayed 2273-QCKXA Male 39 No 0 Culver City 90232 34.019323 -118.391902 0 1 None Yes 25.77 No Yes Cable 5 No No No Yes No No No Yes Month-to-Month No Credit Card 49.05 49.05 0 0 25.77 74.82 Joined 2274-XUATA Male 78 Yes 0 Earp 92242 34.137742 -114.36514 8 72 Offer A No Yes Cable 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 63.1 4685.55 0 0 0 4685.55 Stayed 2275-RBYQS Female 38 No 0 Sun City 92587 33.69887 -117.25071 0 1 Offer E Yes 49.33 No Yes DSL 21 No No No No No No No Yes Month-to-Month Yes Credit Card 45.4 45.4 0 0 49.33 94.73 Joined 2276-YDAVZ Female 63 No 0 San Diego 92129 32.961064 -117.134917 0 3 Offer E Yes 26.52 Yes Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Credit Card 75.1 270.7 0 0 79.56 350.26 Churned Competitor Competitor made better offer 2277-AXSDC Female 46 No 0 El Centro 92243 32.770393 -115.60915 0 32 None Yes 43.8 No No One Year No Bank Withdrawal 19.75 624.15 0 0 1401.6 2025.75 Stayed 2277-BKJKN Female 70 Yes 0 Camptonville 95922 39.432127 -121.099287 6 71 None Yes 22 No Yes Fiber Optic 27 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 99.2 7213.75 0 0 1562 8775.75 Stayed 2277-DJJDL Male 69 Yes 0 La Grange 95329 37.666587 -120.411517 5 60 Offer B Yes 10.4 Yes Yes Fiber Optic 5 No No No Yes Yes Yes No No Two Year Yes Bank Withdrawal 99 6017.9 0 150 624 6791.9 Stayed 2277-VWCNI Female 65 No 0 Brookdale 95007 37.106902 -122.100006 0 4 None Yes 31.13 Yes Yes DSL 15 No No No No No No No Yes Two Year No Mailed Check 48.75 179.85 0 0 124.52 304.37 Stayed 2279-AXJJK Male 27 Yes 0 Cazadero 95421 38.578807 -123.19338 1 52 None Yes 8.94 Yes Yes Fiber Optic 85 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 95.65 5088.4 11.8 0 464.88 5541.48 Stayed 2282-YGNOR Female 42 No 0 Monterey Park 91754 34.050322 -118.147037 0 29 None Yes 14.46 No Yes DSL 25 Yes No Yes Yes No No No Yes One Year No Credit Card 58 1734.5 0 0 419.34 2153.84 Stayed 2284-VFLKH Male 23 Yes 0 Clipper Mills 95930 39.562239 -121.14836 4 49 Offer B Yes 33.93 No Yes Fiber Optic 27 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 99.25 4920.8 0 0 1662.57 6583.37 Stayed 2292-XQWSV Male 19 Yes 2 Temple City 91780 34.101608 -118.055848 3 40 None No Yes DSL 26 No Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 60.3 2448.5 0 0 0 2448.5 Stayed 2293-IJWPS Female 39 Yes 0 Piercy 95587 39.955587 -123.681175 5 57 Offer B Yes 3.72 Yes Yes Fiber Optic 11 No No Yes No Yes Yes Yes Yes One Year Yes Credit Card 100.75 5985 0 0 212.04 6197.04 Stayed 2294-DMMUS Female 25 Yes 3 Patterson 95363 37.410236 -121.320337 9 62 None Yes 36.54 Yes Yes DSL 41 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 70.45 4300.45 0 0 2265.48 6565.93 Stayed 2294-SALNE Male 51 Yes 0 Chula Vista 91910 32.636792 -117.054989 2 23 Offer D Yes 16.63 No Yes Fiber Optic 22 No Yes Yes Yes No No No No One Year No Credit Card 86.8 1940.8 0 90 382.49 2413.29 Stayed 2296-DKZFP Female 25 Yes 0 San Francisco 94118 37.781304 -122.461522 1 65 Offer B Yes 1.29 No Yes DSL 51 Yes Yes Yes No No Yes Yes Yes Two Year No Bank Withdrawal 71 4386.2 0 0 83.85 4470.05 Stayed 2300-RQGOI Female 33 No 0 Needles 92363 34.711224 -114.702256 0 38 Offer C Yes 41.63 No No Two Year No Credit Card 20.05 741.5 0 0 1581.94 2323.44 Stayed 2302-ANTDP Female 76 Yes 0 Hat Creek 96040 40.789799 -121.474529 9 48 None Yes 43.04 Yes Yes Fiber Optic 5 Yes Yes Yes Yes Yes Yes No Yes Month-to-Month No Bank Withdrawal 117.45 5438.9 0 0 2065.92 7504.82 Churned Competitor Competitor offered more data 2302-OUZXB Male 62 Yes 0 Ventura 93001 34.360261 -119.306383 5 72 Offer A Yes 22.01 Yes Yes DSL 5 No Yes Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 82.15 5784.3 0 0 1584.72 7369.02 Stayed 2303-PJYHN Female 27 Yes 0 Los Angeles 90015 34.039224 -118.266293 8 2 Offer E Yes 36.05 No No Month-to-Month No Bank Withdrawal 19.85 52 0 0 72.1 124.1 Joined 2305-MRGLV Male 31 Yes 0 Klamath River 96050 41.816595 -122.948287 10 28 None Yes 21.91 No Yes Fiber Optic 5 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 76.55 2065.4 0 0 613.48 2678.88 Stayed 2307-FYNNL Male 67 No 0 La Mirada 90638 33.902045 -118.008961 0 65 None Yes 4.4 Yes Yes Fiber Optic 10 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.05 7108.2 34.67 0 286 7359.53 Stayed 2308-STERM Female 58 No 0 Armona 93202 36.315979 -119.710852 0 2 None Yes 6.65 No No Month-to-Month No Credit Card 19.4 61.05 0 0 13.3 74.35 Joined 2309-OSFEU Male 42 No 0 Smith River 95567 41.950683 -124.097094 0 10 None No Yes DSL 30 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 33.9 298.45 0 0 0 298.45 Churned Attitude Attitude of support person 2311-QYMUQ Female 41 Yes 0 San Joaquin 93660 36.600193 -120.153393 1 16 None Yes 31.73 No Yes Fiber Optic 25 No Yes Yes No Yes No No Yes Month-to-Month Yes Credit Card 89.45 1430.25 0 0 507.68 1937.93 Churned Attitude Attitude of support person 2314-TNDJQ Female 28 Yes 3 Oceanside 92056 33.194742 -117.29032 1 72 Offer A No Yes Cable 59 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 55.65 3880.05 0 0 0 3880.05 Stayed 2316-ESMLS Female 54 Yes 0 Fresno 93726 36.793601 -119.761131 7 12 None No Yes DSL 27 Yes No No Yes No No No Yes One Year No Credit Card 33.15 444.75 0 0 0 444.75 Stayed 2320-JRSDE Female 33 Yes 1 Richgrove 93261 35.809921 -119.127437 1 1 None Yes 7.49 No No Month-to-Month Yes Bank Withdrawal 19.9 19.9 0 0 7.49 27.39 Churned Attitude Attitude of service provider 2320-SLKMB Female 46 No 0 Baker 92309 35.28952 -116.092214 0 26 None No Yes Cable 29 No No Yes Yes Yes No No Yes Month-to-Month Yes Credit Card 44.45 1183.8 0 0 0 1183.8 Stayed 2320-TZRRH Female 38 No 0 Three Rivers 93271 36.413433 -118.854708 0 20 None Yes 38.74 No No One Year No Credit Card 19.5 403.15 0 0 774.8 1177.95 Stayed 2320-YKQBO Female 51 No 0 Grenada 96038 41.599978 -122.539381 0 7 None Yes 7.32 No No Month-to-Month No Credit Card 19.3 144.95 0 0 51.24 196.19 Stayed 2321-OMBXY Female 55 Yes 0 San Diego 92122 32.85723 -117.209774 1 38 Offer C Yes 42.14 No Yes DSL 19 Yes Yes No Yes Yes Yes Yes Yes One Year No Credit Card 80.3 3058.65 0 0 1601.32 4659.97 Churned Other Don't know 2322-VCZHZ Male 70 Yes 0 El Portal 95318 37.654551 -119.822984 3 23 Offer D Yes 31.53 No Yes Fiber Optic 20 Yes Yes No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 90 2024.1 0 0 725.19 2749.29 Stayed 2323-ARSVR Male 51 Yes 0 Milpitas 95035 37.441931 -121.878502 8 67 None Yes 46.89 No Yes Fiber Optic 29 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 111.05 7321.05 0 0 3141.63 10462.68 Stayed 2324-AALNO Female 63 No 0 Porterville 93257 36.008958 -118.891593 0 48 Offer B Yes 23.76 Yes No One Year No Bank Withdrawal 24.55 1203.95 36.04 0 1140.48 2308.39 Stayed 2324-EFHVG Male 37 No 0 Oakland 94609 37.834341 -122.26437 0 64 None Yes 45.82 Yes Yes Fiber Optic 14 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.4 6692.65 0 0 2932.48 9625.13 Stayed 2325-NBPZG Female 20 No 0 Novato 94949 38.067204 -122.524004 0 3 None Yes 10.1 No Yes Fiber Optic 73 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.55 233.65 0 0 30.3 263.95 Joined 2325-WINES Female 44 No 0 Littlerock 93543 34.505273 -117.955054 0 32 None Yes 14.21 Yes Yes Fiber Optic 28 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 104.05 3416.85 0 0 454.72 3871.57 Stayed 2325-ZUSFD Female 46 Yes 0 Irvine 92602 33.720359 -117.733655 1 57 Offer B Yes 36.65 No Yes DSL 7 Yes No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 70.1 3913.3 0 0 2089.05 6002.35 Churned Dissatisfaction Network reliability 2330-PQGDQ Male 36 Yes 3 Gualala 95445 38.848082 -123.50608 6 51 None Yes 9.5 Yes Yes Fiber Optic 51 No Yes No Yes No No No Yes One Year No Bank Withdrawal 84.2 4299.75 39.68 0 484.5 4744.57 Stayed 2332-EFBJY Male 35 No 0 Sherman Oaks 91403 34.147149 -118.463365 0 16 Offer D Yes 5.74 No No Month-to-Month Yes Credit Card 19.7 342.4 0 0 91.84 434.24 Churned Price Long distance charges 2332-TODQS Female 44 No 0 Garden Grove 92845 33.782955 -118.026456 0 48 Offer B Yes 34.96 Yes No One Year No Credit Card 25.05 1171.5 16.38 0 1678.08 2833.2 Stayed 2333-KWEWW Male 64 No 0 Fresno 93721 36.732694 -119.783786 0 18 None Yes 26.26 No No Two Year No Credit Card 20.05 388.6 0 0 472.68 861.28 Stayed 2335-GSODA Male 36 No 3 Camino 95709 38.748316 -120.675512 0 23 None No Yes DSL 26 Yes No Yes Yes No No No Yes Two Year No Credit Card 40.1 857.75 0 0 0 857.75 Stayed 2338-BQEZT Female 38 No 0 San Carlos 94070 37.497915 -122.267361 0 55 Offer B Yes 3.62 No Yes DSL 17 Yes No No No No No No Yes Month-to-Month Yes Credit Card 50.55 2832.75 0 0 199.1 3031.85 Stayed 2342-CKIAO Female 39 No 0 Eagleville 96110 41.280341 -120.150381 0 2 None Yes 12.68 No No Month-to-Month No Credit Card 20.3 41.2 0 0 25.36 66.56 Joined 2344-JMOGN Male 54 Yes 0 Buttonwillow 93206 35.451402 -119.488413 1 9 None Yes 17.47 No Yes Fiber Optic 6 No Yes Yes Yes Yes No No Yes Month-to-Month Yes Credit Card 94.85 890.6 0 0 157.23 1047.83 Churned Other Don't know 2346-CZYIL Male 42 No 0 Beverly Hills 90211 34.063947 -118.383001 0 27 Offer C Yes 39.77 No No Two Year No Credit Card 20.35 531.6 0 0 1073.79 1605.39 Stayed 2346-DJQTB Female 54 No 0 Fairfax 94930 37.971751 -122.611873 0 35 None No Yes DSL 21 No No No No No No No No Month-to-Month No Bank Withdrawal 24.15 812.5 0 40 0 852.5 Stayed 2346-LOCWC Female 52 Yes 2 Arbuckle 95912 38.982373 -122.047751 10 58 None Yes 25.86 No No Two Year No Credit Card 20.5 1191.4 36.92 0 1499.88 2654.36 Stayed 2347-WKKAE Male 52 Yes 0 Penryn 95663 38.859093 -121.182872 9 42 None Yes 41.16 Yes Yes Fiber Optic 11 Yes No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.4 4014.6 0 0 1728.72 5743.32 Stayed 2348-KCJLT Female 60 Yes 0 Los Alamitos 90720 33.79499 -118.065591 8 44 Offer B Yes 44.87 No Yes Cable 20 Yes Yes Yes No No No No No One Year Yes Credit Card 61.5 2722.2 0 150 1974.28 4846.48 Stayed 2351-BKRZW Female 30 Yes 1 Gilroy 95020 37.03889 -121.528955 10 43 None Yes 29.98 No Yes Cable 59 Yes No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 75.2 3254.35 0 0 1289.14 4543.49 Stayed 2351-RRBUE Female 20 Yes 0 Tulelake 96134 41.813521 -121.492666 2 7 Offer E Yes 41.64 No No One Year No Mailed Check -2 134.05 0 0 291.48 425.53 Stayed 2357-COQEK Female 79 No 0 Atherton 94027 37.454924 -122.203168 0 28 None Yes 28.14 Yes Yes Fiber Optic 10 No No Yes Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 103.3 2890.65 0 0 787.92 3678.57 Churned Competitor Competitor made better offer 2359-KLTEK Female 25 Yes 3 Lookout 96054 41.280478 -121.160249 2 41 None Yes 43.19 No Yes Fiber Optic 59 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.9 3848 0 0 1770.79 5618.79 Stayed 2359-KMGLI Male 52 No 0 Running Springs 92382 34.186211 -117.07683 0 24 Offer C Yes 49.3 Yes Yes Fiber Optic 20 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.25 1861.5 0 0 1183.2 3044.7 Churned Competitor Competitor had better devices 2359-QWQUL Female 35 Yes 0 Los Angeles 90058 34.001617 -118.222274 1 39 None Yes 9.51 No Yes Fiber Optic 7 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 104.7 4134.85 0 0 370.89 4505.74 Churned Competitor Competitor made better offer 2360-RDGRO Male 48 Yes 0 Sutter 95982 39.172777 -121.805845 4 65 None Yes 41.2 Yes Yes Fiber Optic 10 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.25 6812.95 0 0 2678 9490.95 Stayed 2361-FJWNO Male 55 No 0 Rancho Cucamonga 91737 34.245289 -117.642503 0 40 None No Yes Cable 12 No Yes No Yes No No No No One Year No Credit Card 36 1382.9 0 130 0 1512.9 Stayed 2361-UPSND Female 45 Yes 0 Herlong 96113 40.198234 -120.18089 6 46 None Yes 44.75 No Yes DSL 27 Yes Yes No Yes No Yes Yes Yes One Year No Credit Card 70.6 3231.05 0 0 2058.5 5289.55 Stayed 2362-IBOOY Male 22 No 0 San Diego 92126 32.886925 -117.152162 0 36 Offer C Yes 43.97 Yes Yes Fiber Optic 42 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.75 3050.15 0 0 1582.92 4633.07 Churned Competitor Competitor made better offer 2363-BJLSL Male 49 No 0 Bonita 91902 32.67117 -117.00232 0 62 Offer B Yes 48.72 No Yes DSL 2 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.4 4981.15 0 0 3020.64 8001.79 Stayed 2364-UFROM Male 47 No 0 San Diego 92123 32.808814 -117.134694 0 30 None Yes 32.41 No Yes Cable 22 Yes Yes No Yes Yes No No Yes One Year No Bank Withdrawal 70.4 2044.75 0 0 972.3 3017.05 Stayed 2368-GAKKQ Female 28 No 0 Sylmar 91342 34.321621 -118.399841 0 70 Offer A Yes 17.32 Yes Yes Fiber Optic 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 113.65 7939.25 0 0 1212.4 9151.65 Stayed 2369-FEVNO Male 36 No 0 Long Beach 90806 33.802664 -118.179971 0 1 None Yes 7.76 No No Month-to-Month Yes Credit Card 19.9 19.9 0 0 7.76 27.66 Joined 2369-UAPKZ Male 43 No 0 Meadow Vista 95722 39.003358 -121.022539 0 5 Offer E Yes 38.89 Yes Yes Fiber Optic 8 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Mailed Check 104.1 541.9 0 0 194.45 736.35 Churned Other Moved 2371-JQHZZ Male 54 Yes 0 Bakersfield 93307 35.280113 -118.962329 7 24 None Yes 46.91 Yes Yes Fiber Optic 20 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 93 2248.05 0 40 1125.84 3413.89 Stayed 2371-JUNGC Male 46 No 0 Cupertino 95014 37.306612 -122.080621 0 11 Offer D Yes 28.62 No No Month-to-Month No Credit Card 20.25 208 0 0 314.82 522.82 Stayed 2371-KFUOG Male 54 No 0 Escondido 92025 33.081478 -117.033814 0 58 Offer B Yes 32.67 No Yes Fiber Optic 14 Yes Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 99.15 5720.95 0 0 1894.86 7615.81 Stayed 2372-HWUHI Male 45 No 0 Lakewood 90712 33.840524 -118.148403 0 2 Offer E Yes 46.84 No Yes DSL 3 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.35 81.25 0 0 93.68 174.93 Churned Other Don't know 2373-NTKOD Male 40 No 0 Rancho Cordova 95670 38.602723 -121.279913 0 8 Offer E Yes 25.72 No Yes Cable 24 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 66.25 546.45 0 0 205.76 752.21 Stayed 2378-HTWFW Male 78 No 0 Newman 95360 37.343846 -121.039391 0 35 None Yes 26.19 Yes Yes Fiber Optic 19 Yes No No No No Yes No No Month-to-Month No Credit Card 91 3180.5 0 40 916.65 4137.15 Stayed 2378-VTKDH Male 76 Yes 0 Woodland 95695 38.71967 -121.862416 9 65 Offer B Yes 8.59 Yes Yes Fiber Optic 7 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 104.35 6578.55 0 0 558.35 7136.9 Stayed 2378-YIZKA Female 61 Yes 1 Weed 96094 41.465121 -122.380947 7 68 None Yes 6.28 No Yes DSL 16 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Credit Card 85 5607.75 0 130 427.04 6164.79 Stayed 2379-ENZGV Male 61 No 0 San Diego 92126 32.886925 -117.152162 0 6 Offer E Yes 39.32 No Yes Fiber Optic 12 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.85 523.5 0 0 235.92 759.42 Churned Competitor Competitor made better offer 2379-GYFLQ Male 31 No 0 Oceanside 92056 33.194742 -117.29032 0 46 None Yes 22.13 Yes Yes Fiber Optic 22 No Yes Yes No Yes No No Yes One Year Yes Credit Card 94.9 4422.95 24.08 0 1017.98 5416.85 Stayed 2380-DAMQP Female 63 Yes 0 La Palma 90623 33.850504 -118.039892 10 72 None Yes 40.59 Yes Yes Fiber Optic 25 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 115.15 8349.7 0 0 2922.48 11272.18 Stayed 2382-BCKQJ Female 41 No 0 Escondido 92027 33.141265 -116.967221 0 62 Offer B Yes 32.58 Yes Yes Fiber Optic 15 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 100.15 6413.65 0 0 2019.96 8433.61 Churned Competitor Competitor made better offer 2384-OVPSA Female 65 No 0 Caruthers 93609 36.5276 -119.865999 0 38 None Yes 4.09 No No Two Year No Mailed Check 20.2 735.9 0 0 155.42 891.32 Stayed 2386-LAHRK Male 22 No 0 Weimar 95736 39.00978 -120.978273 0 1 None Yes 14.58 No Yes DSL 73 No No No No Yes No No Yes Month-to-Month Yes Mailed Check 53.5 53.5 0 0 14.58 68.08 Churned Dissatisfaction Product dissatisfaction 2386-OWURY Female 20 No 0 Yucaipa 92399 34.04597 -117.011825 0 58 None Yes 35.55 No Yes Fiber Optic 73 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.3 5817.7 0 0 2061.9 7879.6 Stayed 2387-KDZQY Male 46 No 0 Weaverville 96093 40.759401 -122.939337 0 17 None Yes 31.6 No No One Year Yes Credit Card 20.1 279.5 0 0 537.2 816.7 Stayed 2388-LAESQ Female 74 Yes 0 Manchester 95459 38.966713 -123.586412 3 72 Offer A Yes 28.72 Yes Yes Fiber Optic 25 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 114.85 8317.95 0 0 2067.84 10385.79 Stayed 2391-IPLOP Male 25 Yes 0 Corcoran 93212 36.04533 -119.532424 6 50 Offer B Yes 14.32 Yes Yes Cable 58 No No Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 69.65 3442.15 0 0 716 4158.15 Stayed 2391-SOORI Male 40 No 1 Big Bear City 92314 34.278967 -116.773825 0 4 Offer E Yes 26.04 No Yes DSL 27 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 49.35 219.65 0 0 104.16 323.81 Churned Dissatisfaction Lack of self-service on Website 2393-DIVAI Female 40 No 0 Brea 92821 33.930199 -117.862898 0 3 Offer E Yes 15.37 No No Month-to-Month Yes Credit Card 20 61.7 0 0 46.11 107.81 Joined 2397-BRLOM Male 67 Yes 0 San Rafael 94901 37.972662 -122.491452 2 8 None Yes 26.99 No Yes Fiber Optic 2 No No No No Yes No No Yes Month-to-Month Yes Credit Card 80.45 583.45 0 0 215.92 799.37 Churned Other Don't know 2398-YPMUR Female 77 Yes 0 Dinuba 93618 36.523619 -119.386868 2 13 None Yes 37.86 No Yes Fiber Optic 19 No No No No No No No No Month-to-Month Yes Bank Withdrawal 70.15 916.75 0 90 492.18 1498.93 Churned Dissatisfaction Poor expertise of online support 2400-FEQME Male 57 Yes 3 Grenada 96038 41.599978 -122.539381 1 55 Offer B Yes 40.94 No No Two Year No Credit Card 20.5 1177.95 5.83 0 2251.7 3423.82 Stayed 2400-XIWIO Female 30 Yes 0 Lucerne 95458 39.141934 -122.770679 2 71 None Yes 22.33 Yes Yes Cable 71 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 90.1 6310.9 0 0 1585.43 7896.33 Stayed 2402-TAIRZ Female 48 No 0 Los Angeles 90012 34.065875 -118.238728 0 37 None Yes 9.61 No Yes Fiber Optic 11 No Yes Yes No No No No Yes One Year No Bank Withdrawal 80.05 3019.1 0 0 355.57 3374.67 Stayed 2403-BCASL Male 66 Yes 0 Santa Ana 92705 33.766004 -117.786763 1 41 Offer B Yes 45.04 Yes Yes Cable 29 No Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 111.95 4534.9 0 0 1846.64 6381.54 Churned Other Don't know 2404-JIBFC Female 37 Yes 3 Anaheim 92804 33.818 -117.974404 1 55 None Yes 8.39 Yes Yes DSL 52 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 85.1 4657.95 0 0 461.45 5119.4 Stayed 2405-LBMUW Female 25 Yes 1 Oceanside 92057 33.254497 -117.285879 1 61 Offer B No Yes DSL 59 Yes Yes No Yes No Yes Yes No One Year Yes Bank Withdrawal 50.7 3088.75 0 20 0 3108.75 Stayed 2408-PSJVE Male 41 Yes 3 Chino Hills 91709 33.942895 -117.725644 1 44 None Yes 37.68 No Yes DSL 24 No Yes Yes Yes No No No Yes Month-to-Month Yes Credit Card -7 2924.05 0 0 1657.92 4581.97 Stayed 2408-TZMJL Male 43 Yes 0 Gualala 95445 38.848082 -123.50608 1 59 Offer B Yes 22.71 Yes Yes Fiber Optic 26 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 110.15 6448.05 0 0 1339.89 7787.94 Churned Dissatisfaction Network reliability 2408-WITXK Female 67 No 0 San Jose 95110 37.34667 -121.910019 0 10 Offer D No Yes DSL 4 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 34.7 329.8 0 0 0 329.8 Churned Other Deceased 2410-CIYFZ Male 42 No 2 Woodland 95776 38.694081 -121.694431 0 2 None Yes 49.53 No No Month-to-Month No Mailed Check 20.4 42.9 0 0 99.06 141.96 Joined 2418-TPEUN Female 58 Yes 1 Topanga 90290 34.115192 -118.61017 2 56 Offer B Yes 48.56 No No Two Year Yes Credit Card 19.8 1119.9 0 0 2719.36 3839.26 Stayed 2419-FSORS Male 29 Yes 0 Salinas 93906 36.722898 -121.633648 8 72 Offer A Yes 10.68 Yes Yes Fiber Optic 59 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 108.4 7719.5 0 0 768.96 8488.46 Stayed 2424-WVHPL Male 79 No 0 Redondo Beach 90278 33.873395 -118.37019 0 1 None Yes 27.65 No Yes Fiber Optic 2 No No No Yes No No No Yes One Year No Bank Withdrawal 74.7 74.7 0 0 27.65 102.35 Joined 2428-HYUNX Male 74 Yes 0 San Francisco 94109 37.794487 -122.42227 4 44 None Yes 1.89 No No Two Year Yes Credit Card 19.35 847.25 0 0 83.16 930.41 Stayed 2428-ZMCTB Male 24 No 0 Mountain View 94040 37.380662 -122.086022 0 10 Offer D Yes 20.29 No No Month-to-Month No Credit Card 19.75 208.25 0 0 202.9 411.15 Stayed 2429-AYKKO Male 52 No 0 Redding 96003 40.677649 -122.29467 0 72 Offer A Yes 3.43 No No Two Year No Bank Withdrawal 19.85 1434.1 0 0 246.96 1681.06 Stayed 2430-RRYUW Male 32 No 0 Tecate 91980 32.587557 -116.636816 0 66 Offer A Yes 11.56 No Yes DSL 30 Yes Yes No No No No No Yes One Year Yes Mailed Check 54.8 3465.7 0 0 762.96 4228.66 Stayed 2430-USGXP Male 44 Yes 0 Santa Fe Springs 90670 33.933565 -118.062611 1 24 None Yes 34.62 Yes Yes Fiber Optic 23 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal -1 2391.8 0 0 830.88 3222.68 Churned Price Lack of affordable download/upload speed 2432-TFSMK Male 43 No 0 Sebastopol 95472 38.398815 -122.861923 0 18 None Yes 34.78 Yes Yes Fiber Optic 2 No No Yes No Yes No No Yes One Year Yes Credit Card 89.6 1633 0 0 626.04 2259.04 Stayed 2433-KMEAS Male 62 No 0 Dublin 94568 37.713926 -121.928425 0 22 Offer D Yes 7.28 Yes Yes DSL 7 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 54.45 1127.35 0 0 160.16 1287.51 Churned Other Don't know 2434-EEVDB Female 45 Yes 0 California City 93505 35.151491 -117.927597 7 64 Offer B Yes 1.27 Yes Yes Fiber Optic 13 Yes No Yes No Yes No No Yes Two Year Yes Credit Card 94.6 5948.7 0 0 81.28 6029.98 Stayed 2436-QBZFP Female 53 Yes 1 Yreka 96097 41.764869 -122.671316 4 22 None No Yes DSL 19 No Yes No No Yes No No No Month-to-Month No Bank Withdrawal 39.2 849.9 0 50 0 899.9 Stayed 2439-LYPMQ Male 79 Yes 0 Milford 96121 40.181279 -120.392967 7 38 Offer C Yes 4.75 Yes Yes Fiber Optic 24 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 102.6 4009.2 45.81 0 180.5 4143.89 Stayed 2439-QKJUL Male 31 No 0 Saratoga 95070 37.257772 -122.051824 0 5 None Yes 7.83 No No Month-to-Month No Credit Card 20.25 109.8 0 0 39.15 148.95 Stayed 2446-BEGGB Female 79 No 0 Lakewood 90712 33.840524 -118.148403 0 6 None Yes 47.35 Yes Yes Fiber Optic 29 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.25 560.6 0 0 284.1 844.7 Churned Attitude Attitude of support person 2446-PLQVO Male 32 No 0 Santa Clarita 91350 34.502432 -118.41459 0 1 Offer E Yes 5.67 No Yes Fiber Optic 7 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.3 70.3 0 0 5.67 75.97 Churned Other Don't know 2446-ZKVAF Male 19 Yes 0 Stockton 95207 38.002125 -121.324979 5 18 None Yes 1.28 Yes Yes DSL 30 No Yes No No No No No Yes Month-to-Month No Credit Card 56.8 1074.65 0 0 23.04 1097.69 Stayed 2450-ZKEED Female 33 No 0 Mammoth Lakes 93546 37.550074 -118.837167 0 11 Offer D Yes 7.42 No Yes DSL 17 No No Yes Yes No No No Yes One Year No Bank Withdrawal 53.8 651.55 0 0 81.62 733.17 Stayed 2451-YMUXS Male 79 No 0 Vista 92084 33.22784 -117.200024 0 67 Offer A Yes 28.88 Yes Yes DSL 11 Yes Yes No Yes No No No Yes Two Year Yes Bank Withdrawal 64.55 4250.1 0 0 1934.96 6185.06 Stayed 2452-KDRRH Male 76 No 0 Mi Wuk Village 95346 38.121601 -120.133915 0 67 None Yes 38.85 Yes Yes Fiber Optic 19 No No Yes No Yes Yes No Yes Two Year Yes Credit Card 101.4 6841.05 0 0 2602.95 9444 Stayed 2452-MRMZF Female 70 Yes 0 Inglewood 90303 33.936291 -118.332639 9 72 None Yes 8.48 Yes No Two Year Yes Credit Card 25.7 1937.4 0 0 610.56 2547.96 Stayed 2452-SNHFZ Female 19 No 0 Elk Creek 95939 39.53222 -122.594879 0 47 None Yes 48.03 No Yes Fiber Optic 69 Yes No No No No No No Yes Month-to-Month No Credit Card 75.45 3545.1 0 0 2257.41 5802.51 Stayed 2453-SAFNS Female 68 No 0 Likely 96116 41.266008 -120.490731 0 54 Offer B Yes 45.43 Yes Yes Cable 2 No Yes No Yes Yes No No Yes One Year No Credit Card 72.1 3886.05 0 0 2453.22 6339.27 Stayed 2454-RPBRZ Female 67 Yes 0 Catheys Valley 95306 37.394411 -120.127262 1 12 Offer D Yes 30.63 Yes Yes Fiber Optic 27 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 98.1 1060.2 49.06 0 367.56 1378.7 Churned Dissatisfaction Service dissatisfaction 2455-USLMV Female 30 No 0 Redlands 92373 34.003243 -117.138286 0 31 Offer C Yes 24.21 Yes Yes Fiber Optic 48 Yes No Yes No No No No Yes Month-to-Month Yes Credit Card 84.75 2613.4 0 0 750.51 3363.91 Stayed 2458-EOMRE Female 19 No 0 Mc Farland 93250 35.666886 -119.186717 0 11 Offer D Yes 40.96 No Yes DSL 52 Yes No Yes No No Yes Yes No Month-to-Month No Bank Withdrawal 64.05 733.95 0 90 450.56 1274.51 Stayed 2460-FPSYH Female 72 No 0 Exeter 93221 36.301689 -119.018233 0 40 None No Yes Cable 6 Yes Yes No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 55.8 2109.35 0 80 0 2189.35 Churned Attitude Attitude of support person 2460-NGXBJ Male 65 Yes 1 Stockton 95206 37.902422 -121.440029 8 11 None Yes 28.64 Yes Yes Fiber Optic 22 No No No No No No No Yes One Year Yes Credit Card 75.2 775.3 0 0 315.04 1090.34 Stayed 2462-XIIJB Male 33 No 0 Miranda 95553 40.210895 -123.86 0 5 None Yes 3.25 Yes Yes Fiber Optic 25 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 92.5 452.7 0 0 16.25 468.95 Churned Competitor Competitor offered more data 2465-BLLEU Male 31 No 0 Salinas 93906 36.722898 -121.633648 0 1 Offer E Yes 10.22 No No Month-to-Month Yes Credit Card 19.75 19.75 0 0 10.22 29.97 Joined 2466-FCCPT Female 50 Yes 3 North Fork 93643 37.244307 -119.470256 7 20 None Yes 7.31 No No One Year No Bank Withdrawal -4 395.6 0 0 146.2 541.8 Stayed 2466-NEJOJ Male 58 Yes 3 Bodega 94922 38.343282 -122.9755 6 8 Offer E Yes 26.17 No No Month-to-Month No Credit Card 19.65 169.75 0 0 209.36 379.11 Stayed 2468-SJFLM Male 37 No 0 Biggs 95917 39.457388 -121.818201 0 1 None Yes 39.55 No Yes Fiber Optic 21 No No No Yes No No No Yes Month-to-Month Yes Mailed Check 74.3 74.3 0 0 39.55 113.85 Joined 2469-DTSGX Female 72 No 0 Somis 93066 34.297628 -119.014627 0 72 Offer A Yes 44.81 Yes Yes Fiber Optic 14 No Yes Yes Yes Yes Yes No Yes Two Year No Bank Withdrawal 111.65 7943.45 0 0 3226.32 11169.77 Stayed 2472-OVKUP Male 39 Yes 2 Canoga Park 91304 34.224377 -118.632656 5 6 None Yes 42.08 No Yes Fiber Optic 29 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 91 531 0 0 252.48 783.48 Churned Dissatisfaction Service dissatisfaction 2474-BRUCM Male 76 Yes 0 Redding 96002 40.527834 -122.318749 1 40 None Yes 2.85 Yes Yes Fiber Optic 3 Yes No No No Yes Yes No Yes Month-to-Month No Bank Withdrawal 101.85 4086.3 0 0 114 4200.3 Churned Other Don't know 2474-LCNUE Female 20 Yes 0 Sunset Beach 90742 33.719221 -118.073596 5 23 Offer D Yes 14.53 Yes Yes Cable 48 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 73.65 1642.75 0 0 334.19 1976.94 Stayed 2475-MROZF Male 36 No 0 Murrieta 92562 33.548869 -117.334165 0 30 Offer C Yes 2.87 Yes Yes Fiber Optic 29 Yes Yes Yes Yes No No No Yes Month-to-Month Yes Credit Card 95 2852.4 0 0 86.1 2938.5 Stayed 2476-YGEFM Female 24 No 0 Clovis 93611 36.917652 -119.593757 0 29 None Yes 7.01 Yes Yes Fiber Optic 42 No No No No No No No Yes Month-to-Month Yes Credit Card 76 2215.25 0 0 203.29 2418.54 Stayed 2478-EEWWM Male 21 Yes 0 Glenn 95943 39.597975 -122.032248 1 59 Offer B No Yes DSL 53 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 44.3 2666.75 0 20 0 2686.75 Stayed 2479-BRAMR Male 74 Yes 0 Murphys 95247 38.147852 -120.440124 1 41 Offer B Yes 45.84 Yes Yes Fiber Optic 18 Yes No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 83.75 3273.55 0 0 1879.44 5152.99 Churned Competitor Competitor offered more data 2480-EJWYP Female 66 Yes 0 Roseville 95747 38.784329 -121.373245 5 58 Offer B Yes 45.37 Yes Yes Fiber Optic 28 No Yes No No Yes Yes No Yes One Year Yes Bank Withdrawal 97.8 5458.8 0 0 2631.46 8090.26 Stayed 2480-JZOSN Female 64 Yes 0 Woody 93287 35.710244 -118.881679 8 1 None Yes 35.24 No No Month-to-Month Yes Credit Card 20.65 20.65 0 0 35.24 55.89 Joined 2480-SQIOB Male 40 Yes 2 Woodland Hills 91364 34.153733 -118.593408 1 4 Offer E Yes 25.9 No Yes DSL 19 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.8 169.65 0 0 103.6 273.25 Stayed 2481-SBOYW Female 62 No 1 San Bernardino 92405 34.142747 -117.300864 0 61 Offer B Yes 32.05 Yes No Two Year Yes Credit Card 25 1498.35 0 0 1955.05 3453.4 Stayed 2482-CZGBB Male 41 No 0 Anaheim 92804 33.818 -117.974404 0 10 None Yes 27.28 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70 740 0 0 272.8 1012.8 Churned Competitor Competitor had better devices 2483-XSSMZ Female 22 No 0 Orinda 94563 37.873916 -122.20522 0 39 None Yes 25.33 No Yes DSL 82 Yes No No No No No No No One Year Yes Bank Withdrawal 47.85 1886.4 0 70 987.87 2944.27 Stayed 2484-DGXPZ Female 45 Yes 0 San Dimas 91773 34.102119 -117.815532 1 31 None Yes 30.07 No No Month-to-Month Yes Credit Card 19.55 658.95 0 0 932.17 1591.12 Churned Attitude Attitude of support person 2485-ITVKB Female 36 Yes 0 Northridge 91325 34.236683 -118.517588 1 2 Offer E No Yes DSL 12 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 35.1 68.75 0 10 0 78.75 Churned Attitude Attitude of support person 2486-WYVVE Male 47 Yes 0 Sacramento 95830 38.490508 -121.284171 1 31 None Yes 3.12 Yes Yes DSL 6 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 79.3 2484 0 0 96.72 2580.72 Stayed 2495-INZWQ Male 44 No 0 San Juan Bautista 95045 36.810568 -121.503022 0 4 Offer E No Yes Cable 20 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 44.55 174.3 0 10 0 184.3 Churned Attitude Attitude of service provider 2495-KZNFB Female 26 No 0 La Mesa 91942 32.782501 -117.01611 0 33 None Yes 16.76 Yes Yes Fiber Optic 85 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.65 2989.6 0 0 553.08 3542.68 Stayed 2495-TTHBQ Female 52 No 1 La Quinta 92253 33.695532 -116.310571 0 4 None Yes 32.15 No No One Year Yes Credit Card 20.4 84.75 0 0 128.6 213.35 Stayed 2498-XLDZR Female 26 Yes 1 San Diego 92113 32.697098 -117.116587 1 32 None Yes 19.76 No Yes DSL 59 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 73.6 2316.85 12.66 0 632.32 2936.51 Stayed 2499-AJYUA Female 69 Yes 0 Benton 93512 37.653947 -118.231443 8 72 Offer A Yes 15.85 Yes Yes Fiber Optic 2 No Yes Yes Yes Yes Yes No Yes Two Year Yes Credit Card 110.8 7882.25 0 0 1141.2 9023.45 Stayed 2501-XWWTZ Male 51 No 0 San Clemente 92673 33.4725 -117.584273 0 11 None Yes 1.01 No Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.2 760.05 0 0 11.11 771.16 Stayed 2504-DSHIH Male 66 Yes 0 Thousand Oaks 91360 34.214054 -118.88109 1 23 None Yes 42.59 Yes Yes Fiber Optic 2 No No No No No Yes Yes Yes One Year No Bank Withdrawal 86.8 1975.85 0 0 979.57 2955.42 Stayed 2506-CLAKW Female 20 No 0 Ventura 93003 34.279221 -119.221437 0 6 Offer E Yes 20.26 No Yes Fiber Optic 26 Yes Yes Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.15 567.45 0 0 121.56 689.01 Churned Attitude Attitude of support person 2506-TNFCO Female 76 Yes 0 Riverside 92509 34.004379 -117.447864 1 1 None Yes 12.46 No Yes Fiber Optic 22 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.55 69.55 0 0 12.46 82.01 Churned Dissatisfaction Network reliability 2507-QZPQS Male 24 No 0 La Mirada 90638 33.902045 -118.008961 0 15 None Yes 9.97 Yes Yes Fiber Optic 47 No Yes No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 95.7 1451.1 0 0 149.55 1600.65 Stayed 2509-TFPJU Male 62 Yes 0 Torrance 90505 33.807882 -118.347957 1 72 None Yes 40.04 Yes No Two Year No Credit Card 25.75 1864.2 0 0 2882.88 4747.08 Stayed 2511-ALLCS Female 38 Yes 3 Temple City 91780 34.101608 -118.055848 5 35 None Yes 18.86 Yes No Two Year No Bank Withdrawal 24.3 821.6 0 0 660.1 1481.7 Stayed 2511-MORQY Male 46 Yes 0 Torrance 90502 33.833181 -118.292062 4 50 Offer B Yes 10.33 Yes Yes DSL 6 No No Yes No No No No Yes One Year No Bank Withdrawal 54.9 2614.1 0 0 516.5 3130.6 Stayed 2514-GINMM Male 60 No 0 Dana Point 92629 33.477923 -117.705314 0 1 Offer E Yes 48.97 No Yes Fiber Optic 23 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 79.5 79.5 0 0 48.97 128.47 Churned Attitude Attitude of service provider 2516-VQRRV Female 77 No 0 Culver City 90230 33.993991 -118.39704 0 2 None Yes 23.46 Yes Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month Yes Credit Card 75.45 158.4 0 0 46.92 205.32 Churned Price Long distance charges 2516-XSJKX Female 20 Yes 2 San Juan Bautista 95045 36.810568 -121.503022 1 41 None Yes 32.29 No Yes DSL 69 Yes Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 78.45 3126.45 0 0 1323.89 4450.34 Stayed 2519-ERQOJ Male 74 No 0 Desert Hot Springs 92241 33.832799 -116.250973 0 33 Offer C No Yes Cable 11 No No Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 54.6 1803.7 0 0 0 1803.7 Stayed 2519-FAKOD Male 30 No 0 Tehachapi 93561 35.073777 -118.652112 0 38 Offer C Yes 31.27 Yes Yes Fiber Optic 85 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.25 3777.15 0 0 1188.26 4965.41 Churned Competitor Competitor had better devices 2519-LBNQL Male 80 Yes 0 Artesia 90701 33.867593 -118.080637 2 60 None Yes 22.95 Yes Yes Fiber Optic 15 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.35 6339.45 41.23 0 1377 7675.22 Stayed 2519-TWKFS Male 34 Yes 1 Blocksburg 95514 40.309088 -123.668201 2 25 None Yes 47.1 Yes Yes DSL 25 No No No Yes No No No Yes One Year Yes Credit Card 55.1 1466.1 0 0 1177.5 2643.6 Stayed 2520-SGTTA Female 23 Yes 3 Ben Lomond 95005 37.078873 -122.090386 4 10 Offer E Yes 20.05 No No Two Year No Credit Card 20 200 0 0 200.5 400.5 Stayed 2521-NPUZR Male 26 Yes 0 Santa Maria 93458 34.95934 -120.490081 9 70 Offer A Yes 41.05 No Yes Fiber Optic 59 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 101 7085.5 0 0 2873.5 9959 Stayed 2522-AHJXR Male 36 Yes 0 Death Valley 92328 36.27688 -117.033326 6 60 None Yes 4.59 Yes Yes Fiber Optic 9 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 109.45 6572.85 0 0 275.4 6848.25 Stayed 2522-WLNSF Female 74 Yes 0 Los Olivos 93441 34.70434 -120.02609 2 34 None Yes 12.33 No Yes Cable 23 No No Yes Yes Yes No No Yes One Year No Bank Withdrawal 64.2 2106.3 0 0 419.22 2525.52 Stayed 2523-EWWZL Female 26 Yes 0 Blythe 92225 33.674583 -114.71612 0 27 Offer C Yes 39.67 No Yes Fiber Optic 59 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.1 2093.4 30.14 0 1071.09 3134.35 Stayed 2525-GVKQU Female 60 No 0 Santa Margarita 93453 35.303926 -120.256567 0 60 Offer B Yes 47.07 No No Two Year No Credit Card 20.6 1093 0 0 2824.2 3917.2 Stayed 2528-HFYZX Male 66 Yes 0 Santa Ana 92706 33.765893 -117.881533 2 17 None Yes 1.05 No Yes Fiber Optic 8 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.45 1233.4 0 0 17.85 1251.25 Churned Competitor Competitor had better devices 2530-ENDWQ Female 55 Yes 0 Rio Dell 95562 40.485849 -124.163234 2 71 Offer A Yes 40.52 Yes Yes Fiber Optic 17 No No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 93.7 6585.35 0 0 2876.92 9462.27 Churned Competitor Competitor offered more data 2530-FMFXO Male 38 Yes 1 Irvine 92602 33.720359 -117.733655 3 56 Offer B Yes 42.16 Yes Yes Fiber Optic 19 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 103.2 5873.75 0 0 2360.96 8234.71 Stayed 2533-QVMSK Male 46 Yes 0 March Air Reserve Base 92518 33.888323 -117.277533 9 61 Offer B Yes 26.94 Yes Yes Fiber Optic 11 No Yes No Yes Yes No No Yes Two Year Yes Bank Withdrawal 94.1 5638.3 0 0 1643.34 7281.64 Churned Competitor Competitor offered more data 2533-TIBIX Male 59 Yes 2 Oak Run 96069 40.689243 -122.037023 8 15 None No Yes Cable 16 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 30.2 469.65 0 0 0 469.65 Stayed 2535-PBCGC Female 21 Yes 0 San Diego 92108 32.774046 -117.142454 5 70 Offer A No Yes Cable 46 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 64.55 4504.9 46.06 0 0 4458.84 Stayed 2538-OIMXF Female 29 No 1 Cathedral City 92234 33.829583 -116.474131 0 1 Offer E No Yes Cable 48 No No No No No No No No Month-to-Month No Credit Card 24.7 24.7 0 70 0 94.7 Joined 2541-YGPKE Male 29 Yes 3 Lemon Cove 93244 36.462671 -118.997291 10 42 None Yes 44.95 No Yes DSL 69 Yes No No Yes No Yes Yes Yes One Year No Credit Card 63.7 2763.35 0 0 1887.9 4651.25 Stayed 2542-HYGIQ Female 58 No 0 Palo Alto 94303 37.45809 -122.115398 0 1 None Yes 38.84 No No Month-to-Month No Credit Card 19.95 19.95 0 0 38.84 58.79 Joined 2545-EBUPK Female 70 No 0 Los Angeles 90045 33.954017 -118.402447 0 2 Offer E Yes 21.9 Yes Yes Fiber Optic 22 No No No No No Yes No Yes Two Year Yes Bank Withdrawal 84.05 186.05 0 0 43.8 229.85 Joined 2545-LXYVJ Male 19 Yes 0 Suisun City 94585 38.197907 -122.017258 1 72 Offer A Yes 21.72 No No Two Year No Bank Withdrawal 20.7 1492.1 0 0 1563.84 3055.94 Stayed 2546-KZAAT Male 28 Yes 0 San Diego 92119 32.802959 -117.027095 9 52 None Yes 10.4 No Yes DSL 85 Yes Yes No No Yes Yes Yes Yes One Year Yes Credit Card 75.4 3865.45 0 0 540.8 4406.25 Stayed 2550-AEVRU Female 33 Yes 2 Woodland Hills 91364 34.153733 -118.593408 1 57 None Yes 17.01 No Yes DSL 11 Yes Yes No No No No No Yes One Year No Bank Withdrawal 53.45 3053 0 0 969.57 4022.57 Stayed 2550-QHZGP Male 48 No 0 Calexico 92231 32.690654 -115.431225 0 7 Offer E Yes 30.58 No No One Year No Credit Card 19.5 128.6 0 0 214.06 342.66 Stayed 2558-BUOZZ Male 51 No 0 Glendale 91204 34.136306 -118.26036 0 47 Offer B Yes 40.25 Yes Yes Fiber Optic 20 Yes Yes No No Yes No No Yes One Year No Bank Withdrawal 94.8 4535.85 3.34 0 1891.75 6424.26 Stayed 2560-PPCHE Female 22 No 0 Huntington Beach 92649 33.721917 -118.043237 0 65 None Yes 26.83 Yes Yes Fiber Optic 59 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.05 6744.25 0 0 1743.95 8488.2 Stayed 2560-QTSBS Female 26 Yes 2 Pomona 91766 34.042286 -117.756106 6 72 None Yes 18.14 Yes No One Year Yes Bank Withdrawal 23.3 1623.15 0 0 1306.08 2929.23 Stayed 2560-WBWXF Male 45 No 0 March Air Reserve Base 92518 33.888323 -117.277533 0 68 None Yes 37.79 Yes No Two Year Yes Bank Withdrawal 24.15 1498.85 0 0 2569.72 4068.57 Stayed 2565-JSLRY Male 21 No 0 Bakersfield 93306 35.449881 -118.841442 0 1 None Yes 20.26 Yes No Month-to-Month Yes Mailed Check 24.05 24.05 0 0 20.26 44.31 Churned Price Price too high 2568-BRGYX Male 43 No 0 Dixon 95620 38.392821 -121.799917 0 4 None Yes 13.02 No Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.2 237.95 0 0 52.08 290.03 Churned Competitor Competitor had better devices 2568-OIADY Female 26 Yes 0 Escondido 92027 33.141265 -116.967221 1 37 None Yes 36.29 Yes Yes Fiber Optic 27 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.5 3762 0 0 1342.73 5104.73 Churned Competitor Competitor made better offer 2569-WGERO Female 30 No 0 Landers 92285 34.341737 -116.539416 0 72 None Yes 22.77 No No Two Year Yes Bank Withdrawal 21.15 1419.4 19.31 0 1639.44 3039.53 Stayed 2573-GYRUU Male 65 Yes 0 San Miguel 93451 35.886767 -120.608661 1 48 None Yes 25.19 Yes Yes Fiber Optic 22 No No Yes No No Yes Yes Yes Two Year Yes Credit Card 91.05 4370.75 0 0 1209.12 5579.87 Stayed 2575-GFSOE Female 25 Yes 0 Graton 95444 38.434362 -122.86891 1 7 Offer E Yes 8.95 No Yes Fiber Optic 73 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 69 506.9 0 0 62.65 569.55 Churned Attitude Attitude of service provider 2576-HXMPA Female 30 No 0 Mckinleyville 95519 40.965011 -124.015255 0 1 None Yes 8.23 No No Month-to-Month No Credit Card 19.55 19.55 0 0 8.23 27.78 Joined 2577-GVSIL Male 61 Yes 0 Lamont 93241 35.245035 -118.905553 10 35 None Yes 13.39 Yes Yes DSL 20 No No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 73.45 2661.1 0 0 468.65 3129.75 Stayed 2578-JQPHZ Male 30 No 0 Bayside 95524 40.825486 -124.049485 0 44 Offer B Yes 48.95 No Yes Fiber Optic 59 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 100.1 4378.35 0 0 2153.8 6532.15 Stayed 2580-ASVVY Female 23 Yes 0 San Ysidro 92173 32.555828 -117.040073 1 37 None No Yes DSL 27 Yes No No Yes Yes No No Yes Two Year No Bank Withdrawal 45.4 1593.1 44.13 0 0 1548.97 Stayed 2580-ATZSQ Female 55 Yes 2 San Jose 95123 37.238758 -121.828375 0 65 Offer B Yes 19.25 No Yes DSL 19 Yes Yes Yes No No No No Yes One Year No Bank Withdrawal 61.35 3874.1 0 0 1251.25 5125.35 Stayed 2581-VKIRT Female 57 Yes 0 Kings Beach 96143 39.246654 -120.029273 6 59 None Yes 14.49 Yes Yes Cable 25 Yes Yes No Yes No No No Yes One Year No Mailed Check 65.5 3801.3 0 0 854.91 4656.21 Stayed 2582-FFFZR Female 34 No 0 Vallejo 94592 38.093701 -122.276589 0 22 None No Yes DSL 8 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.6 1073.3 0 0 0 1073.3 Stayed 2585-KTFRE Male 61 No 1 Escondido 92027 33.141265 -116.967221 0 1 None Yes 20.1 No Yes Cable 21 Yes Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 70.45 70.45 0 0 20.1 90.55 Joined 2586-CWXVV Male 45 Yes 0 Hawaiian Gardens 90716 33.830431 -118.074071 9 54 Offer B No Yes Cable 9 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 30.4 1621.35 0 0 0 1621.35 Stayed 2587-EKXTS Male 48 No 0 San Diego 92116 32.765299 -117.122565 0 44 Offer B Yes 44.45 Yes Yes Fiber Optic 19 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 111.5 4915.15 0 0 1955.8 6870.95 Stayed 2587-YNLES Female 52 Yes 1 Downey 90240 33.956228 -118.120993 4 6 Offer E Yes 25.05 No No Two Year No Credit Card 20.1 100.35 0 0 150.3 250.65 Stayed 2589-AYCRP Female 63 No 0 Cedar Glen 92321 34.255203 -117.175654 0 50 Offer B Yes 37.95 No No One Year No Bank Withdrawal 19.75 989.05 0 0 1897.5 2886.55 Stayed 2592-HODOV Male 44 No 0 Brea 92823 33.924143 -117.79387 0 13 Offer D Yes 45.03 No No One Year No Credit Card 19.3 259.65 35.28 0 585.39 809.76 Stayed 2592-SEIFQ Male 36 No 0 San Anselmo 94960 37.99272 -122.575026 0 3 None No Yes DSL 18 No No No No No No No Yes Month-to-Month No Bank Withdrawal 24.75 66.95 0 0 0 66.95 Churned Competitor Competitor offered higher download speeds 2592-YKDIF Female 47 No 0 North Highlands 95660 38.671295 -121.388251 0 1 None Yes 44.09 No No Month-to-Month No Credit Card 20.35 20.35 0 0 44.09 64.44 Joined 2595-KIWPV Male 48 No 1 Tecate 91980 32.587557 -116.636816 0 27 Offer C Yes 32.28 No No Two Year No Credit Card 19.7 509.3 0 0 871.56 1380.86 Stayed 2599-CIPQE Male 36 Yes 3 Compton 90220 33.88151 -118.234451 4 71 None Yes 28.47 No Yes Fiber Optic 57 Yes Yes Yes Yes Yes Yes Yes No Two Year No Credit Card 109.3 7782.85 0 70 2021.37 9874.22 Stayed 2599-CZABP Male 57 Yes 0 Meridian 95957 39.068071 -121.832638 1 14 Offer D Yes 44.95 No Yes DSL 19 No No No No No No No Yes One Year No Bank Withdrawal 44.6 641.25 0 0 629.3 1270.55 Stayed 2603-HVKCG Male 20 No 0 Meridian 95957 39.068071 -121.832638 0 31 Offer C Yes 19.38 No Yes Fiber Optic 76 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.4 3143.65 0 0 600.78 3744.43 Stayed 2604-IJPDU Female 32 Yes 0 Encino 91316 34.150354 -118.518292 0 20 Offer D Yes 28.57 No Yes Fiber Optic 15 Yes Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 96.55 1901.65 0 0 571.4 2473.05 Stayed 2604-XVDAM Female 54 No 0 Pope Valley 94567 38.672708 -122.403219 0 12 Offer D Yes 6.56 No Yes DSL 17 No No No No No No No Yes Month-to-Month No Bank Withdrawal 43.8 540.95 0 0 78.72 619.67 Stayed 2606-PKWJB Male 62 No 3 Little River 95456 39.245911 -123.77214 0 40 None No Yes Cable 57 Yes Yes No Yes No No No Yes One Year No Credit Card 40.25 1564.05 0 0 0 1564.05 Stayed 2606-RMDHZ Male 47 No 0 Lakewood 90713 33.847755 -118.112532 0 6 Offer E No Yes DSL 14 No Yes No No No No No Yes Month-to-Month Yes Credit Card 30.5 208.7 0 0 0 208.7 Churned Competitor Competitor had better devices 2607-DHDAK Male 54 Yes 2 Bakersfield 93307 35.280113 -118.962329 10 72 None Yes 38.84 No No Two Year Yes Credit Card 19.8 1414.65 0 0 2796.48 4211.13 Stayed 2607-FBDFF Male 32 No 0 Tuolumne 95379 37.939768 -120.188002 0 1 None Yes 49.19 No Yes DSL 17 No No No Yes No No No Yes Month-to-Month No Credit Card 49 49 0 0 49.19 98.19 Joined 2608-BHKFN Female 46 No 0 Berkeley 94703 37.863843 -122.275684 0 4 None Yes 12.58 No Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Credit Card 70.05 266.9 0 0 50.32 317.22 Churned Competitor Competitor had better devices 2609-IAICY Female 32 No 0 North Fork 93643 37.244307 -119.470256 0 1 None Yes 27.7 Yes Yes Fiber Optic 19 No No No No No No No No Month-to-Month Yes Bank Withdrawal 77.15 77.15 0 10 27.7 114.85 Churned Dissatisfaction Limited range of services 2612-PHGOX Male 47 Yes 0 Graton 95444 38.434362 -122.86891 4 64 None Yes 6.59 Yes Yes Cable 20 No Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 76.1 4818.8 0 0 421.76 5240.56 Stayed 2612-RANWT Female 24 No 0 Mount Laguna 91948 32.830852 -116.444601 0 12 Offer D Yes 30.54 Yes Yes Fiber Optic 47 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.15 1164.3 0 0 366.48 1530.78 Churned Price Price too high 2612-RRIDN Male 25 No 0 Westwood 96137 40.271535 -121.018087 0 4 Offer E Yes 21.62 No Yes Fiber Optic 59 No No No No Yes No Yes No Month-to-Month Yes Bank Withdrawal 81 340.85 0 50 86.48 477.33 Churned Dissatisfaction Limited range of services 2615-YVMYX Male 68 Yes 0 Chula Vista 91915 32.605012 -116.97595 7 71 None Yes 30.59 Yes Yes Fiber Optic 19 Yes Yes Yes No Yes Yes No No Month-to-Month Yes Bank Withdrawal 107.5 7713.55 0 140 2171.89 10025.44 Stayed 2616-FLVQC Male 42 No 0 Point Arena 95468 38.911299 -123.609588 0 64 None Yes 38.96 No No Two Year No Credit Card 19.55 1240.15 0 0 2493.44 3733.59 Stayed 2616-UUTFK Male 54 Yes 0 Bakersfield 93313 35.140938 -119.051348 1 33 None Yes 19.11 Yes Yes DSL 21 Yes Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 72.75 2447.45 0 0 630.63 3078.08 Stayed 2619-WFQWU Female 34 No 0 Mission Viejo 92692 33.60693 -117.644253 0 1 None Yes 2.24 No Yes Fiber Optic 6 No No No No No No No Yes Month-to-Month Yes Mailed Check 70.15 70.15 0 0 2.24 72.39 Churned Competitor Competitor offered higher download speeds 2621-UDNLU Female 35 Yes 0 San Francisco 94107 37.768881 -122.395521 9 3 None Yes 11.77 No No Month-to-Month No Credit Card 20.85 72 0 0 35.31 107.31 Joined 2623-DRYAM Female 19 Yes 0 Jamul 91935 32.695681 -116.798386 0 70 None Yes 19.88 Yes Yes Fiber Optic 26 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 101.75 7069.3 0 0 1391.6 8460.9 Stayed 2625-TRCZQ Female 21 Yes 0 Auburn 95602 38.99003 -121.114408 0 51 Offer B No Yes DSL 42 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 49.65 2553.35 0 0 0 2553.35 Stayed 2626-URJFX Male 55 Yes 3 Termo 96132 41.027281 -120.669427 1 4 Offer E Yes 8.58 Yes Yes DSL 57 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.9 225.6 0 0 34.32 259.92 Churned Dissatisfaction Network reliability 2626-VEEWG Male 48 Yes 2 Sun City 92587 33.69887 -117.25071 6 67 None Yes 5.48 No No Two Year Yes Credit Card 19.4 1284.2 0 0 367.16 1651.36 Stayed 2632-IVXVF Female 40 Yes 3 Kernville 93238 35.852892 -118.397782 3 68 None Yes 14.11 Yes Yes Fiber Optic 57 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 111.75 7511.3 0 0 959.48 8470.78 Stayed 2632-TACXW Female 49 Yes 0 Richmond 94801 37.945288 -122.383941 4 62 None Yes 8.91 Yes No Two Year No Bank Withdrawal 23.65 1416.75 0 0 552.42 1969.17 Stayed 2632-UCGVD Male 71 Yes 0 Fairfield 94533 38.287136 -122.02711 6 66 None Yes 49.85 Yes Yes Fiber Optic 14 No No No Yes Yes Yes No Yes Month-to-Month Yes Credit Card 100.05 6871.9 0 0 3290.1 10162 Churned Price Extra data charges 2634-HCZGT Male 71 Yes 0 San Jose 95126 37.327069 -121.916819 1 53 None Yes 21.67 Yes Yes Cable 6 Yes No No Yes No No No No One Year Yes Bank Withdrawal 60.05 3229.65 0 100 1148.51 4478.16 Churned Other Moved 2636-ALXXZ Female 68 No 0 Tahoe Vista 96148 39.24124 -120.054765 0 1 Offer E Yes 45.8 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.6 69.6 0 0 45.8 115.4 Churned Dissatisfaction Poor expertise of online support 2636-OHFMN Male 26 Yes 0 Orosi 93647 36.600185 -119.175655 4 4 None No Yes DSL 76 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 48.55 201 0 0 0 201 Churned Price Long distance charges 2636-SJDOU Male 34 No 0 Seal Beach 90740 33.75462 -118.071128 0 64 None Yes 30.27 Yes Yes Fiber Optic 12 Yes Yes No No No No No Yes One Year Yes Credit Card 84.3 5289.05 0 0 1937.28 7226.33 Stayed 2637-FKFSY Female 61 Yes 0 Wasco 93280 35.652242 -119.4464 2 3 None Yes 2.66 No Yes DSL 7 No No No No No No No Yes Month-to-Month Yes Mailed Check 46.1 130.15 0 0 7.98 138.13 Joined 2639-UGMAZ Male 73 No 0 Artesia 90701 33.867593 -118.080637 0 71 Offer A No Yes DSL 20 Yes Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 56.45 3985.35 0 0 0 3985.35 Stayed 2640-LYMOV Male 59 No 0 Anaheim 92804 33.818 -117.974404 0 2 Offer E Yes 9.61 No No Month-to-Month Yes Credit Card 19.65 38.8 0 0 19.22 58.02 Joined 2640-PMGFL Male 35 No 0 West Sacramento 95605 38.592745 -121.540036 0 27 None Yes 24.72 Yes Yes Fiber Optic 29 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 79.5 2180.55 0 0 667.44 2847.99 Churned Price Lack of affordable download/upload speed 2642-DTVCO Male 68 No 0 Chualar 93925 36.596271 -121.442274 0 9 Offer E Yes 12.18 Yes Yes Fiber Optic 6 No No No No No Yes No No Month-to-Month Yes Bank Withdrawal 85.05 746.5 0 30 109.62 886.12 Churned Attitude Attitude of service provider 2642-MAWLJ Female 26 Yes 2 Menlo Park 94025 37.449551 -122.183762 8 36 Offer C Yes 42.51 No No Two Year No Bank Withdrawal 20.25 717.95 0 0 1530.36 2248.31 Stayed 2645-QTLMB Male 22 No 0 Bloomington 92316 34.059722 -117.39104 0 7 Offer E Yes 12.05 No Yes Fiber Optic 69 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.25 669 0 0 84.35 753.35 Churned Dissatisfaction Network reliability 2649-HWLYB Male 45 Yes 0 Fresno 93727 36.751489 -119.68072 2 65 Offer B Yes 21.58 Yes Yes DSL 13 Yes No Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 76.15 4929.55 0 0 1402.7 6332.25 Stayed 2650-GYRYL Male 25 Yes 1 Kerman 93630 36.727418 -120.123526 6 33 None Yes 5.86 No No One Year Yes Bank Withdrawal 19.45 600.25 0 0 193.38 793.63 Stayed 2651-ZCBXV Male 49 No 0 Burbank 91501 34.188339 -118.300942 0 54 Offer B Yes 17.76 Yes Yes Fiber Optic 4 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 108 5760.65 0 0 959.04 6719.69 Stayed 2654-VBVPB Female 22 No 0 Newport Beach 92663 33.62251 -117.927024 0 1 None Yes 11.83 No No Month-to-Month No Bank Withdrawal 19.9 19.9 0 0 11.83 31.73 Joined 2656-FMOKZ Female 70 No 2 Pasadena 91106 34.139402 -118.128658 0 15 Offer D Yes 44.07 Yes Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Mailed Check 74.45 1145.7 0 0 661.05 1806.75 Churned Dissatisfaction Limited range of services 2656-TABEH Male 57 Yes 0 Temecula 92591 33.540604 -117.10909 1 4 None Yes 28.22 Yes Yes Fiber Optic 10 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.2 420.2 0 0 112.88 533.08 Churned Dissatisfaction Service dissatisfaction 2657-ALMWY Female 65 Yes 0 Simi Valley 93065 34.269449 -118.768471 1 26 Offer C Yes 18.26 No Yes Fiber Optic 3 No Yes No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 84.95 2169.75 0 0 474.76 2644.51 Churned Price Price too high 2657-VPXTA Female 45 Yes 3 Anza 92539 33.527605 -116.666551 8 10 None Yes 32.76 No Yes Fiber Optic 51 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 88.85 929.45 0 0 327.6 1257.05 Stayed 2659-VXMWZ Male 58 Yes 0 Newport Coast 92657 33.603282 -117.821841 0 67 Offer A Yes 29.24 Yes Yes Fiber Optic 21 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 111.3 7482.1 0 0 1959.08 9441.18 Churned Attitude Attitude of support person 2660-EMUBI Male 71 No 0 Escondido 92027 33.141265 -116.967221 0 10 Offer D Yes 41.37 Yes Yes Fiber Optic 14 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 95.35 898.35 0 0 413.7 1312.05 Churned Competitor Competitor made better offer 2661-GKBTK Male 39 Yes 3 Eureka 95503 40.737431 -124.108897 7 60 None Yes 27.2 No Yes DSL 21 No Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 76.95 4543.95 0 0 1632 6175.95 Stayed 2662-NNTDK Male 50 No 0 Coleville 96107 38.42528 -119.475741 0 65 Offer B Yes 45.87 Yes No One Year No Credit Card 24.8 1600.95 0 0 2981.55 4582.5 Stayed 2664-XJZNO Male 43 Yes 3 Oroville 95965 39.624561 -121.552866 5 72 Offer A Yes 6.95 No Yes Fiber Optic 57 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 104.9 7559.55 0 0 500.4 8059.95 Stayed 2665-NPTGL Female 79 Yes 0 Sheep Ranch 95250 38.244806 -120.417301 8 26 Offer C Yes 18.66 Yes Yes Fiber Optic 11 No No Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 98.1 2510.7 44.17 0 485.16 2951.69 Stayed 2667-WYLWJ Female 44 Yes 0 Dunnigan 95937 38.931425 -121.946081 1 8 Offer E Yes 46.13 No No One Year Yes Credit Card 19.75 145 0 0 369.04 514.04 Churned Price Long distance charges 2668-TZSPS Male 32 No 0 Santa Rosa 95403 38.488431 -122.752839 0 1 None Yes 39.61 No No Month-to-Month No Mailed Check 20.45 20.45 0 0 39.61 60.06 Joined 2669-OIDSD Female 58 Yes 0 Long Beach 90810 33.819814 -118.222416 3 48 Offer B Yes 1.02 No Yes Fiber Optic 2 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 100.05 4834 37.45 0 48.96 4845.51 Stayed 2669-QVCRG Female 32 No 0 Forest Ranch 95942 40.077028 -121.494168 0 41 None Yes 7.83 Yes Yes Fiber Optic 19 Yes No No No No No No Yes Month-to-Month Yes Credit Card 81.3 3190.65 0 0 321.03 3511.68 Stayed 2672-DZUOY Male 46 No 0 Buttonwillow 93206 35.451402 -119.488413 0 1 Offer E No Yes DSL 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 25.15 25.15 0 0 0 25.15 Churned Competitor Competitor had better devices 2672-HUYVI Female 53 No 0 Newman 95360 37.343846 -121.039391 0 6 None Yes 11.81 No Yes Fiber Optic 24 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 91.1 455.3 0 0 70.86 526.16 Churned Price Long distance charges 2672-OJQZP Female 35 No 0 Stockton 95203 37.954089 -121.329761 0 1 None Yes 40.87 No Yes Cable 21 No No No No No No No Yes Month-to-Month No Credit Card 44.75 44.75 0 0 40.87 85.62 Joined 2672-TGEFF Female 33 Yes 2 Traver 93673 36.456091 -119.486225 3 37 Offer C Yes 1.08 Yes Yes Fiber Optic 16 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 88.8 3340.55 0 0 39.96 3380.51 Stayed 2673-CXQEU Female 73 No 0 Gardena 90247 33.890853 -118.297967 0 56 None Yes 47.13 Yes Yes Fiber Optic 29 Yes Yes Yes No Yes Yes No Yes One Year No Bank Withdrawal 110.5 6139.5 0 0 2639.28 8778.78 Stayed 2673-ZALNP Female 29 No 0 Mcarthur 96056 41.10831 -121.360362 0 7 Offer E Yes 16.2 No No One Year No Credit Card 19.9 173.15 0 0 113.4 286.55 Stayed 2674-MIAHT Female 26 No 0 Blocksburg 95514 40.309088 -123.668201 0 4 None Yes 38.74 Yes Yes Fiber Optic 51 No Yes No No No No No Yes Month-to-Month Yes Credit Card 80.3 324.2 0 0 154.96 479.16 Stayed 2674-MLXMN Female 73 No 0 Richmond 94801 37.945288 -122.383941 0 71 Offer A Yes 34.36 Yes Yes Fiber Optic 13 No Yes No No Yes Yes No Yes Two Year Yes Credit Card 99.65 6951.15 3.33 0 2439.56 9387.38 Stayed 2675-DHUTR Male 80 Yes 0 Big Pine 93513 37.245505 -118.062943 8 58 None Yes 31.11 Yes Yes Fiber Optic 4 No Yes No No Yes Yes No Yes Two Year Yes Bank Withdrawal 98.9 5780.7 0 0 1804.38 7585.08 Stayed 2675-IJRGJ Male 62 No 0 Oakland 94621 37.750553 -122.197175 0 53 None Yes 23.17 No No Two Year No Bank Withdrawal 19.65 978 0 0 1228.01 2206.01 Stayed 2675-OTVVJ Male 76 Yes 0 Novato 94945 38.135897 -122.563683 5 31 Offer C Yes 46.06 Yes Yes Fiber Optic 18 Yes No No No Yes No No Yes Two Year No Bank Withdrawal 89.45 2807.65 31.58 0 1427.86 4203.93 Stayed 2676-ISHSF Male 22 No 0 Anderson 96007 40.448632 -122.306657 0 1 None Yes 29.19 No No Month-to-Month No Credit Card 20.3 20.3 0 0 29.19 49.49 Joined 2676-OXPPQ Male 22 No 0 Irvine 92612 33.643095 -117.810896 0 6 None Yes 3.16 No Yes DSL 41 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 55.7 335.65 0 0 18.96 354.61 Stayed 2676-SSLTO Male 49 No 0 Hawaiian Gardens 90716 33.830431 -118.074071 0 49 None Yes 17.77 Yes Yes DSL 13 No No No Yes Yes No No Yes Two Year Yes Bank Withdrawal 66.15 3199 0 0 870.73 4069.73 Stayed 2680-XKKNJ Female 60 No 0 Weimar 95736 39.00978 -120.978273 0 8 None Yes 17.52 No Yes DSL 28 Yes Yes No Yes No No No No One Year No Bank Withdrawal 58.2 469.25 0 30 140.16 639.41 Stayed 2682-KEVRP Female 65 No 0 Woodlake 93286 36.464635 -119.094348 0 22 None Yes 34.39 No No One Year Yes Credit Card 20.05 417 0 0 756.58 1173.58 Stayed 2683-BPJSO Male 37 Yes 0 Byron 94514 37.83323 -121.601461 0 29 None Yes 28.37 Yes Yes Fiber Optic 12 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 84.45 2467.1 0 0 822.73 3289.83 Churned Dissatisfaction Lack of self-service on Website 2683-JXWQQ Male 24 Yes 1 Visalia 93291 36.391777 -119.372842 3 61 None No Yes DSL 76 Yes No Yes No No No No No Month-to-Month No Bank Withdrawal 33.6 2117.2 0 110 0 2227.2 Stayed 2684-EIWEO Female 69 No 0 San Diego 92129 32.961064 -117.134917 0 30 None Yes 45.88 Yes Yes Fiber Optic 19 Yes Yes Yes No No No No Yes Month-to-Month No Credit Card 91.7 2758.15 0 0 1376.4 4134.55 Churned Competitor Competitor made better offer 2685-SREOM Female 36 Yes 0 Rancho Cucamonga 91730 34.10097 -117.57882 1 25 None Yes 23.24 Yes Yes Fiber Optic 25 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.1 2368.4 0 0 581 2949.4 Churned Competitor Competitor had better devices 2688-BHGOG Male 73 No 0 Olancha 93549 36.296851 -117.865469 0 9 Offer E Yes 24.85 No Yes Fiber Optic 15 No No No No No Yes No No Two Year Yes Bank Withdrawal 79.55 718.55 0 10 223.65 952.2 Stayed 2690-DVRVK Male 27 Yes 2 San Diego 92120 32.807867 -117.060993 1 5 None Yes 41.21 No No One Year No Bank Withdrawal 20.55 99.45 0 0 206.05 305.5 Stayed 2691-NZETQ Male 28 No 0 San Jose 95130 37.277592 -121.986477 0 9 Offer E Yes 49.14 Yes Yes Fiber Optic 58 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.35 758.6 0 0 442.26 1200.86 Churned Competitor Competitor offered higher download speeds 2692-AQCPF Female 32 Yes 0 San Mateo 94403 37.538309 -122.305109 6 65 Offer B Yes 41.34 Yes Yes Fiber Optic 15 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 108.05 7118.9 0 0 2687.1 9806 Stayed 2692-BUCFV Male 79 No 0 Shingle Springs 95682 38.598936 -120.963092 0 29 Offer C Yes 6.59 No Yes Fiber Optic 21 No Yes Yes No Yes Yes No No One Year Yes Bank Withdrawal 101.45 2948.6 0 60 191.11 3199.71 Stayed 2692-PFYTJ Female 23 No 0 Hercules 94547 37.991259 -122.214945 0 1 None Yes 15.22 Yes No Month-to-Month Yes Credit Card -8 25.75 0 0 15.22 40.97 Joined 2694-CIUMO Female 47 No 0 Los Angeles 90033 34.050198 -118.210946 0 12 Offer D Yes 21.93 Yes Yes Fiber Optic 16 No No No Yes No No No Yes Month-to-Month Yes Credit Card 79.55 958.25 0 0 263.16 1221.41 Stayed 2696-ECXKC Female 34 Yes 1 Ione 95640 38.33788 -120.954202 6 55 Offer B Yes 41.18 Yes Yes Fiber Optic 18 Yes No No No Yes Yes Yes Yes One Year No Credit Card 100.9 5448.6 0 0 2264.9 7713.5 Stayed 2696-NARTR Male 40 No 0 Corona Del Mar 92625 33.600987 -117.862734 0 11 None Yes 44.94 No Yes Fiber Optic 25 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 73.85 926.25 0 0 494.34 1420.59 Churned Other Moved 2696-RZVZW Male 19 Yes 0 Downey 90242 33.921793 -118.140588 4 68 Offer A Yes 25.19 Yes No Two Year No Credit Card 25.05 1629.2 0 0 1712.92 3342.12 Stayed 2697-NQBPF Male 51 No 0 Fulton 95439 38.493888 -122.777141 0 34 None Yes 28 Yes Yes Fiber Optic 18 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.35 3540.65 0 0 952 4492.65 Stayed 2700-LUEVA Male 49 No 0 Oakland 94618 37.84551 -122.235181 0 1 None Yes 36.28 No No Month-to-Month No Credit Card 20.75 20.75 0 0 36.28 57.03 Joined 2703-AMTUL Male 40 Yes 1 Lookout 96054 41.280478 -121.160249 2 36 None Yes 8 No Yes Cable 19 Yes Yes No No No No No Yes One Year No Credit Card 53.65 1939.35 0 0 288 2227.35 Stayed 2706-QZIHY Female 35 Yes 0 Los Angeles 90005 34.059281 -118.30742 9 15 None Yes 46.68 Yes No Two Year No Credit Card 25.2 387.9 0 0 700.2 1088.1 Stayed 2709-UQGNP Male 38 No 0 San Mateo 94401 37.590421 -122.306467 0 10 None Yes 49.04 No Yes Cable 23 Yes No No No No No No Yes Month-to-Month Yes Credit Card 51.65 524.5 0 0 490.4 1014.9 Stayed 2710-WYVXG Female 36 No 0 Sun Valley 91352 34.231053 -118.338307 0 3 None Yes 37 No Yes DSL 22 Yes Yes No Yes No Yes Yes Yes Two Year No Credit Card 71.1 213.35 2.62 0 111 321.73 Joined 2712-SYWAY Female 30 No 0 Creston 93432 35.480896 -120.469476 0 1 Offer E Yes 43.84 Yes No Month-to-Month Yes Bank Withdrawal 25.7 25.7 0 0 43.84 69.54 Joined 2716-GFZOR Male 48 Yes 0 Raymond 93653 37.252057 -119.95783 10 43 Offer B Yes 7.63 No Yes Fiber Optic 20 Yes Yes Yes No No No No Yes Month-to-Month Yes Credit Card 86.1 3551.65 0 0 328.09 3879.74 Stayed 2717-HVIZY Female 24 No 2 Orleans 95556 41.269521 -123.546958 0 8 Offer E Yes 15.66 No No Month-to-Month No Credit Card 20.05 163.6 0 0 125.28 288.88 Stayed 2718-GAXQD Female 68 Yes 3 Fallbrook 92028 33.362575 -117.299644 1 4 Offer E Yes 42.13 No Yes Cable 52 No No No No No No No Yes Month-to-Month No Bank Withdrawal 46 181.6 0 0 168.52 350.12 Churned Competitor Competitor made better offer 2718-YSKCS Male 64 Yes 3 Tomales 94971 38.240769 -122.901041 6 71 Offer A Yes 16.13 No No Two Year Yes Bank Withdrawal 19.6 1387.45 0 0 1145.23 2532.68 Stayed 2719-BDAQO Male 36 No 0 Sunnyvale 94086 37.378541 -122.020456 0 17 None Yes 4.51 No Yes Fiber Optic 13 Yes No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 93.85 1625.65 0 0 76.67 1702.32 Churned Price Price too high 2720-FVBQP Female 28 Yes 1 Mccloud 96057 41.251322 -122.105209 1 6 Offer E Yes 24.83 Yes Yes Cable 82 No No No No No No No Yes Month-to-Month Yes Credit Card 48.95 273.25 0 0 148.98 422.23 Stayed 2720-WGKHP Male 65 No 0 Sloughhouse 95683 38.470423 -121.114897 0 2 Offer E Yes 20.99 Yes Yes Fiber Optic 22 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94 181.7 0 0 41.98 223.68 Churned Other Don't know 2722-JMONI Female 73 Yes 0 Escondido 92029 33.079834 -117.134275 1 1 Offer E Yes 24.24 No Yes Cable 9 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.55 49.55 0 0 24.24 73.79 Churned Dissatisfaction Limited range of services 2722-VOJQL Male 30 No 0 San Diego 92126 32.886925 -117.152162 0 64 None Yes 24.23 Yes Yes Fiber Optic 73 No Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 105.65 6903.1 0 0 1550.72 8453.82 Churned Other Don't know 2724-FJDYW Male 31 No 3 Inverness 94937 38.099323 -122.945723 0 39 None No Yes DSL 29 No No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 54.85 2191.7 0 0 0 2191.7 Stayed 2725-IWWBA Male 52 Yes 2 El Cajon 92020 32.79697 -116.969082 9 46 Offer B Yes 38.45 No Yes DSL 15 Yes No Yes Yes No No No Yes One Year No Credit Card 56.9 2560.1 0 0 1768.7 4328.8 Stayed 2725-KXXWT Male 26 Yes 0 Vallejo 94589 38.161321 -122.271588 0 1 Offer E Yes 23.06 No Yes Fiber Optic 52 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.75 90.75 0 0 23.06 113.81 Churned Attitude Attitude of support person 2725-TTRIQ Female 45 Yes 3 Menifee 92584 33.653338 -117.178271 10 72 Offer A Yes 37.84 Yes Yes Cable 53 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.2 5986.55 0 0 2724.48 8711.03 Stayed 2729-VNVAP Female 35 Yes 1 Vallejo 94590 38.104705 -122.247387 0 33 None Yes 12.51 No No Two Year No Credit Card 19.8 641.35 0 0 412.83 1054.18 Stayed 2731-GJRDG Female 55 No 0 Corona 92880 33.918043 -117.617809 0 32 None Yes 4.61 Yes Yes Fiber Optic 12 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 109.55 3608 0 0 147.52 3755.52 Stayed 2732-ISEZX Female 44 No 0 Pacific Grove 93950 36.618337 -121.926417 0 5 None Yes 24.61 No No Month-to-Month Yes Credit Card 20.5 104.3 0 0 123.05 227.35 Stayed 2737-WFVYW Female 28 No 0 Marina Del Rey 90292 33.977468 -118.445475 0 2 None No Yes DSL 48 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 45.25 85.5 0 10 0 95.5 Churned Dissatisfaction Product dissatisfaction 2737-YNGYW Female 29 No 0 Hemet 92543 33.739415 -116.968339 0 2 Offer E Yes 33.89 No Yes Fiber Optic 41 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 80.55 184.1 0 0 67.78 251.88 Churned Attitude Attitude of support person 2739-CACDQ Female 79 No 0 La Jolla 92037 32.853743 -117.25034 0 17 Offer D Yes 1.06 Yes Yes Fiber Optic 25 No No Yes No No No No Yes One Year Yes Credit Card 82.65 1470.05 0 0 18.02 1488.07 Stayed 2739-CCZMB Male 39 No 1 Alleghany 95910 39.467828 -120.841386 0 5 None Yes 8.01 No No Month-to-Month No Credit Card 20.35 122 0 0 40.05 162.05 Stayed 2740-JFBOK Male 35 No 0 Lakewood 90713 33.847755 -118.112532 0 10 Offer D Yes 3.01 Yes No Month-to-Month Yes Bank Withdrawal 24 226.55 0 0 30.1 256.65 Stayed 2740-TVLFN Male 42 No 0 Manteca 95337 37.750822 -121.238423 0 1 Offer E Yes 39.87 Yes Yes DSL 2 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.15 50.15 0 0 39.87 90.02 Joined 2746-DIJLO Female 40 No 0 Harbor City 90710 33.798266 -118.300237 0 41 Offer B Yes 36.47 Yes Yes DSL 8 No Yes No No No No No Yes One Year Yes Credit Card 56.3 2364 0 0 1495.27 3859.27 Stayed 2748-MYRVK Female 22 No 0 Fresno 93702 36.739385 -119.753649 0 63 Offer B Yes 8.38 Yes Yes Fiber Optic 59 No Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 99.9 6137 0 0 527.94 6664.94 Churned Price Long distance charges 2749-CTKAJ Male 37 Yes 0 Long Beach 90813 33.781086 -118.199049 3 22 None Yes 48.06 No No One Year No Credit Card 20.15 419.9 0 0 1057.32 1477.22 Stayed 2750-BJLSB Female 32 No 0 Rancho Santa Fe 92067 33.012751 -117.200617 0 47 Offer B Yes 2.45 No Yes Fiber Optic 13 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.7 4730.6 0 0 115.15 4845.75 Stayed 2753-JMMCV Male 41 No 0 Paso Robles 93446 35.634222 -120.728341 0 65 Offer B Yes 22.23 Yes Yes DSL 18 No Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 74.2 4805.65 0 0 1444.95 6250.6 Stayed 2754-SDJRD Female 74 No 0 Somis 93066 34.297628 -119.014627 0 8 Offer E Yes 39.86 Yes Yes Fiber Optic 23 No No No Yes Yes Yes Yes Yes Two Year Yes Credit Card -8 908.55 0 0 318.88 1227.43 Stayed 2754-VDLTR Male 54 No 0 Greenview 96037 41.528541 -122.955018 0 10 Offer D Yes 35.63 Yes Yes Fiber Optic 18 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 95.2 930.4 0 0 356.3 1286.7 Churned Competitor Competitor offered more data 2754-XBHTB Female 40 No 0 Amador City 95601 38.431407 -120.8421 0 9 None Yes 22.88 No Yes Fiber Optic 23 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 77.65 714.15 0 0 205.92 920.07 Churned Competitor Competitor made better offer 2758-RNWXS Male 60 No 0 Oceanside 92054 33.351059 -117.420557 0 35 Offer C Yes 49.61 No Yes Fiber Optic 26 Yes No No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 89.2 3251.3 0 0 1736.35 4987.65 Stayed 2761-OCIAX Male 74 No 0 Palo Cedro 96073 40.582399 -122.195512 0 2 None Yes 6.51 No Yes Fiber Optic 11 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.7 165.4 0 0 13.02 178.42 Churned Competitor Competitor made better offer 2761-XECQW Male 67 Yes 0 Glenhaven 95443 39.045246 -122.743181 1 8 None No Yes Cable 27 No Yes Yes No No Yes No Yes Two Year Yes Credit Card 43.35 371.4 0 0 0 371.4 Stayed 2770-NSVDG Male 25 Yes 0 San Jose 95124 37.257063 -121.923037 4 24 Offer C No Yes DSL 51 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 29.1 688 0 0 0 688 Stayed 2773-MADBQ Female 46 No 0 Long Beach 90804 33.783047 -118.1486 0 36 None No Yes Cable 9 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 53.1 1901.25 0 0 0 1901.25 Stayed 2773-OVBPK Male 60 Yes 0 Orange 92865 33.828779 -117.848299 1 67 Offer A Yes 21.71 Yes Yes Fiber Optic 30 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 111.3 7567.2 36.66 0 1454.57 8985.11 Stayed 2774-LVQUS Female 65 Yes 0 Temecula 92592 33.507255 -117.029473 2 15 None Yes 44.13 Yes Yes Fiber Optic 3 No No Yes Yes No No No No Month-to-Month Yes Bank Withdrawal 83.05 1258.3 0 110 661.95 2030.25 Churned Competitor Competitor made better offer 2775-SEFEE Male 56 No 1 Wilmington 90744 33.782068 -118.262263 0 10 None Yes 29.95 Yes Yes DSL 19 Yes Yes No Yes No No No Yes Two Year Yes Bank Withdrawal 61.9 619 0 0 299.5 918.5 Stayed 2777-PHDEI Female 20 No 0 Ahwahnee 93601 37.375816 -119.739935 0 1 None Yes 29.41 No Yes Fiber Optic 59 No No No No Yes No Yes No Month-to-Month No Bank Withdrawal 78.05 78.05 0 10 29.41 117.46 Churned Competitor Competitor offered more data 2778-OCLGR Male 75 Yes 0 Soda Springs 95728 39.279068 -120.414275 1 24 None No Yes DSL 5 Yes No No No No Yes No Yes Month-to-Month No Bank Withdrawal 39.1 971.3 0 0 0 971.3 Churned Competitor Competitor had better devices 2782-JEEBU Male 39 No 0 Los Molinos 96055 40.059385 -122.091481 0 21 None No Yes DSL 9 No Yes No Yes No No No Yes Month-to-Month Yes Credit Card 36 780.15 0 0 0 780.15 Stayed 2782-LFZVW Female 52 No 0 Costa Mesa 92627 33.645672 -117.922613 0 11 Offer D Yes 24.57 Yes Yes Cable 10 No No No No No Yes Yes No Month-to-Month Yes Credit Card 58.95 601.6 0 70 270.27 941.87 Stayed 2786-GCDPI Female 75 No 0 Pioneertown 92268 34.201108 -116.593456 0 50 Offer B Yes 17.65 Yes Yes Fiber Optic 29 No No Yes Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 104.95 5222.35 0 0 882.5 6104.85 Stayed 2788-CJQAQ Male 39 No 0 Winton 95388 37.421299 -120.599587 0 13 Offer D Yes 22.31 No No One Year No Mailed Check 19.45 270.2 0 0 290.03 560.23 Stayed 2789-CZANW Female 49 Yes 1 Dublin 94568 37.713926 -121.928425 7 64 Offer B Yes 21.16 Yes Yes Fiber Optic 23 Yes Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 110.3 6997.3 0 0 1354.24 8351.54 Stayed 2789-HQBOU Male 60 No 0 Bakersfield 93306 35.449881 -118.841442 0 3 Offer E Yes 49.63 No Yes Fiber Optic 26 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.35 253.8 0 0 148.89 402.69 Joined 2790-XUYMV Male 19 No 1 Mount Hamilton 95140 37.382909 -121.634151 0 71 None Yes 31.89 Yes Yes Fiber Optic 30 Yes Yes No No No No No Yes One Year Yes Credit Card 85.45 6028.95 0 0 2264.19 8293.14 Stayed 2791-SFVEW Female 63 No 0 Los Angeles 90013 34.044639 -118.240413 0 9 Offer E Yes 34.79 No No Month-to-Month No Bank Withdrawal 20.15 238.15 0 0 313.11 551.26 Stayed 2792-LSHWX Female 49 No 0 Fremont 94555 37.555473 -122.080312 0 1 None Yes 43.06 No Yes Fiber Optic 9 Yes Yes No Yes No No No Yes Month-to-Month Yes Credit Card 83.4 83.4 0 0 43.06 126.46 Joined 2792-VPPET Male 28 No 0 San Gabriel 91776 34.089927 -118.095645 0 3 None Yes 37.01 No No Month-to-Month Yes Bank Withdrawal 20.5 76.95 0 0 111.03 187.98 Joined 2794-XIMMO Male 61 Yes 0 Rancho Cucamonga 91737 34.245289 -117.642503 1 53 None No Yes DSL 13 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 60.45 3184.25 0 0 0 3184.25 Churned Price Lack of affordable download/upload speed 2796-NNUFI Female 56 Yes 0 Palos Verdes Peninsula 90274 33.788208 -118.404955 1 46 None Yes 30.47 No No Two Year Yes Credit Card 19.95 927.1 0 0 1401.62 2328.72 Stayed 2796-UUZZO Male 30 Yes 2 Redding 96002 40.527834 -122.318749 9 63 Offer B Yes 18.88 No Yes Fiber Optic 48 No Yes Yes No No No No No Month-to-Month Yes Credit Card 80.3 4896.35 0 40 1189.44 6125.79 Stayed 2798-NYLMZ Male 29 Yes 0 Los Banos 93635 36.995162 -120.955099 10 71 Offer A Yes 31.97 Yes Yes Fiber Optic 73 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 108.55 7616 0 0 2269.87 9885.87 Stayed 2799-ARNLO Female 67 Yes 0 Bonsall 92003 33.290907 -117.202895 0 5 Offer E Yes 9.56 No Yes Fiber Optic 13 No No No No No No No Yes One Year Yes Bank Withdrawal 69.35 341.6 0 0 47.8 389.4 Stayed 2799-TSLAG Female 25 Yes 3 Irvine 92618 33.667145 -117.732135 9 65 None Yes 34.03 Yes No Two Year Yes Bank Withdrawal 25.3 1748.55 0 0 2211.95 3960.5 Stayed 2800-QQUSO Male 48 No 0 Riverside 92505 33.920907 -117.489426 0 42 None Yes 25.69 Yes Yes Fiber Optic 13 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.3 4222.95 0 0 1078.98 5301.93 Stayed 2800-VEQXM Female 48 No 0 Lebec 93243 34.845861 -118.885163 0 3 None Yes 12.5 No Yes Fiber Optic 4 No No Yes No No No No Yes Month-to-Month Yes Mailed Check 74.75 238.1 38.84 0 37.5 236.76 Joined 2801-NISEI Male 28 No 0 Mt Baldy 91759 34.231318 -117.662032 0 24 None Yes 30.07 No Yes DSL 69 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 54.95 1348.5 0 0 721.68 2070.18 Stayed 2804-ETQDK Male 57 No 2 Ventura 93004 34.278697 -119.167798 0 66 None Yes 20.63 No No Two Year No Credit Card 20.55 1357.1 17.14 0 1361.58 2701.54 Stayed 2805-AUFQN Female 42 No 0 Traver 93673 36.456091 -119.486225 0 25 Offer C Yes 13.93 No No Two Year No Credit Card 19.8 475.2 0 0 348.25 823.45 Stayed 2805-EDJPQ Female 45 Yes 0 San Diego 92124 32.827238 -117.089287 9 56 None Yes 20.53 Yes Yes Fiber Optic 19 No Yes Yes Yes No Yes Yes Yes One Year Yes Credit Card 99.75 5608.4 0 0 1149.68 6758.08 Stayed 2806-MLNTI Male 79 Yes 0 White Water 92282 33.972293 -116.654195 4 52 None Yes 29.15 Yes Yes Fiber Optic 9 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.1 5376.4 0 0 1515.8 6892.2 Stayed 2808-CHTDM Female 47 Yes 2 Los Angeles 90024 34.066303 -118.435479 4 23 None Yes 35.86 Yes No Two Year No Mailed Check 25.1 611.45 0 0 824.78 1436.23 Stayed 2809-ILCYT Female 56 Yes 0 Sequoia National Park 93262 36.527243 -118.594938 10 25 None Yes 3.6 Yes No One Year Yes Credit Card 26.8 733.55 0 0 90 823.55 Stayed 2809-ZMYOQ Female 33 No 0 Camptonville 95922 39.432127 -121.099287 0 32 None Yes 41.53 Yes Yes Fiber Optic 28 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.35 3334.9 0 0 1328.96 4663.86 Stayed 2810-FTLEM Female 21 No 0 Los Angeles 90036 34.070291 -118.349191 0 16 None Yes 14.26 No Yes DSL 53 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.15 762.25 0 0 228.16 990.41 Churned Competitor Competitor offered higher download speeds 2811-POVEX Female 74 Yes 3 Live Oak 95953 39.258746 -121.77697 4 23 None Yes 2.03 No Yes Fiber Optic 53 No Yes Yes No No Yes No Yes Two Year Yes Bank Withdrawal 88.45 2130.55 0 0 46.69 2177.24 Stayed 2812-ENYMO Male 22 No 0 Orick 95555 41.336354 -124.044354 0 26 Offer C No Yes Cable 82 Yes No No Yes Yes Yes Yes Yes One Year No Credit Card 54.55 1362.85 0 0 0 1362.85 Stayed 2812-REYAT Female 56 Yes 0 Chilcoot 96105 39.872961 -120.198876 3 49 None Yes 22.1 No No One Year Yes Bank Withdrawal 20.05 923.1 0 0 1082.9 2006 Stayed 2812-SFXMJ Male 46 No 3 Hat Creek 96040 40.789799 -121.474529 0 1 None Yes 7.66 No No Month-to-Month No Credit Card 20.05 20.05 0 0 7.66 27.71 Joined 2815-CPTUL Male 68 No 0 Gasquet 95543 41.867908 -123.794144 0 5 None Yes 2.27 No Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month Yes Credit Card 70.25 331.9 12.48 0 11.35 330.77 Churned Price Price too high 2817-LVCPP Female 36 No 0 Sacramento 95822 38.512569 -121.495184 0 50 None Yes 12.62 No No Two Year No Credit Card 19.4 1023.95 0 0 631 1654.95 Stayed 2817-NTQDO Male 52 No 0 Huntington Beach 92646 33.666301 -117.969501 0 13 Offer D No Yes DSL 17 Yes No No Yes Yes No No Yes Month-to-Month Yes Credit Card 45.55 597 0 0 0 597 Churned Dissatisfaction Poor expertise of online support 2819-GWENI Female 64 Yes 1 Hayward 94542 37.656695 -122.048361 9 28 Offer C Yes 21.91 No No One Year No Credit Card 19.9 543 0 0 613.48 1156.48 Stayed 2821-WARNZ Female 25 No 1 Buena Park 90620 33.845706 -118.012204 0 49 None Yes 45.64 No No One Year No Credit Card 19.45 921.3 0 0 2236.36 3157.66 Stayed 2823-LKABH Female 51 No 0 Rancho Mirage 92270 33.763678 -116.429928 0 18 None Yes 7.42 Yes Yes Fiber Optic 12 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.05 1679.4 38.65 0 133.56 1774.31 Stayed 2824-DXNKN Female 26 Yes 1 Santa Cruz 95065 37.031404 -121.981865 8 72 Offer A Yes 38.99 Yes Yes Cable 73 Yes No Yes No Yes No Yes Yes Two Year Yes Bank Withdrawal 71.45 5025.85 0 0 2807.28 7833.13 Stayed 2824-MYYBN Female 43 Yes 2 Bakersfield 93313 35.140938 -119.051348 0 37 None Yes 1.6 Yes Yes Fiber Optic 11 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.25 3314.15 0 0 59.2 3373.35 Stayed 2826-DXLQO Male 80 Yes 0 El Cerrito 94530 37.924838 -122.289145 10 7 Offer E No Yes DSL 13 Yes No No No No No No Yes One Year No Bank Withdrawal 29.8 220.45 11.83 0 0 208.62 Stayed 2826-UWHIS Male 64 Yes 0 Sequoia National Park 93262 36.527243 -118.594938 4 45 Offer B Yes 1.59 Yes Yes Fiber Optic 19 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 81.4 3775.85 0 0 71.55 3847.4 Stayed 2828-SLQPF Male 53 No 0 San Marino 91108 34.122671 -118.112911 0 19 None Yes 29.52 No Yes DSL 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45 865.85 22.55 0 560.88 1404.18 Stayed 2829-HYVZP Male 42 No 0 Fairfax 94930 37.971751 -122.611873 0 29 None Yes 46.12 No No One Year Yes Credit Card 19.8 572.2 0 0 1337.48 1909.68 Stayed 2830-LEWOA Male 37 Yes 1 Jamestown 95327 37.84771 -120.486589 3 61 Offer B Yes 43.08 No Yes Fiber Optic 19 No Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 103.9 6449.15 0 0 2627.88 9077.03 Stayed 2831-EBWRN Male 46 No 0 Altadena 91001 34.196837 -118.142236 0 4 Offer E Yes 33.93 No Yes Cable 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal -8 199.75 0 0 135.72 335.47 Stayed 2832-KJCRD Female 22 No 0 Los Angeles 90071 34.052917 -118.255178 0 38 Offer C Yes 23.95 Yes Yes Fiber Optic 27 No No Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 103.65 3988.5 0 140 910.1 5038.6 Stayed 2832-SCUCO Female 52 No 0 Kirkwood 95646 38.631489 -120.015167 0 2 Offer E Yes 26.9 No No Month-to-Month No Bank Withdrawal 19.9 57.4 0 0 53.8 111.2 Joined 2833-SLKDQ Male 23 No 0 Caspar 95420 39.361283 -123.784599 0 1 None Yes 48.03 No Yes Cable 73 No No No No No No Yes Yes Month-to-Month No Credit Card 45.05 45.05 0 0 48.03 93.08 Churned Competitor Competitor had better devices 2834-JKOOW Female 60 No 0 Gerber 96035 40.03194 -122.176023 0 15 Offer D No Yes DSL 25 Yes Yes Yes Yes No No No Yes One Year No Credit Card 45.9 693.45 16.27 0 0 677.18 Stayed 2834-JRTUA Male 30 No 0 Martinez 94553 38.014457 -122.115432 0 71 Offer A Yes 49.42 Yes Yes Fiber Optic 53 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 108.05 7532.15 0 0 3508.82 11040.97 Churned Competitor Competitor had better devices 2834-SPCJV Male 40 Yes 0 Rough And Ready 95975 39.225634 -121.156163 1 52 None Yes 38.37 No Yes Fiber Optic 14 Yes No No No Yes No No Yes Month-to-Month No Bank Withdrawal 84.1 4348.65 0 0 1995.24 6343.89 Churned Competitor Competitor had better devices 2839-RFSQE Female 60 No 0 Rancho Mirage 92270 33.763678 -116.429928 0 2 Offer E Yes 24.71 No No Month-to-Month No Mailed Check 20.65 38.7 0 0 49.42 88.12 Churned Attitude Attitude of support person 2840-XANRC Male 77 Yes 0 San Diego 92122 32.85723 -117.209774 1 24 Offer C Yes 16.1 No Yes Cable 12 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.15 2231.05 0 0 386.4 2617.45 Churned Competitor Competitor made better offer 2842-BCQGE Male 39 No 0 San Diego 92139 32.677716 -117.047666 0 43 Offer B Yes 19.66 Yes Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Credit Card 75.35 3161.4 0 0 845.38 4006.78 Stayed 2842-JTCCU Male 27 No 0 Hopland 95449 38.93706 -123.118111 0 2 Offer E Yes 29.69 No Yes Cable 52 No No No No No No Yes No Month-to-Month No Bank Withdrawal 46.05 80.35 0 10 59.38 149.73 Churned Attitude Attitude of service provider 2843-CQMEG Male 21 No 0 San Diego 92120 32.807867 -117.060993 0 24 Offer C Yes 3.72 No Yes Cable 59 No Yes No No No No No Yes Month-to-Month Yes Mailed Check 49.7 1218.25 0 0 89.28 1307.53 Stayed 2845-AFFTX Male 78 Yes 0 Westport 95488 39.724433 -123.767578 0 41 None Yes 22.56 Yes Yes Fiber Optic 15 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 99.8 4259.3 8.88 0 924.96 5175.38 Churned Dissatisfaction Product dissatisfaction 2845-HSJCY Female 49 Yes 0 Fallbrook 92028 33.362575 -117.299644 1 14 None Yes 29.18 Yes Yes Fiber Optic 19 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 87.25 1258.6 0 0 408.52 1667.12 Churned Competitor Competitor made better offer 2845-KDHVX Female 57 Yes 0 Sheridan 95681 38.984756 -121.345074 9 64 None Yes 23.29 No Yes DSL 25 No Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 68.3 4378.8 0 0 1490.56 5869.36 Stayed 2848-YXSMW Male 38 Yes 0 Torrance 90503 33.840399 -118.353714 1 72 Offer A Yes 49.5 No No Two Year No Credit Card 19.4 1363.25 0 0 3564 4927.25 Stayed 2851-MMUTZ Female 29 No 0 Tahoe Vista 96148 39.24124 -120.054765 0 27 None Yes 1.31 No Yes Cable 53 No Yes No Yes No No No Yes Month-to-Month Yes Mailed Check 56.15 1439.35 0 0 35.37 1474.72 Stayed 2851-STERV Male 79 No 0 Descanso 91916 32.912664 -116.635387 0 35 None Yes 3.04 No Yes DSL 18 No No Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 73 2471.25 0 0 106.4 2577.65 Stayed 2853-CWQFQ Male 20 No 1 Eureka 95503 40.737431 -124.108897 0 1 None Yes 41.39 No Yes Cable 48 No No No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 59.55 59.55 0 0 41.39 100.94 Joined 2856-HYAPG Female 62 No 0 Platina 96076 40.367964 -122.937379 0 1 Offer E Yes 12.4 No Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month No Bank Withdrawal 68.65 68.65 0 0 12.4 81.05 Churned Price Price too high 2856-NNASM Male 74 No 0 Santa Rosa 95407 38.394091 -122.739814 0 43 None Yes 39.12 No Yes Fiber Optic 6 No No No No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 89.55 3856.75 0 0 1682.16 5538.91 Churned Dissatisfaction Network reliability 2858-EIMXH Female 69 Yes 0 Vallejo 94592 38.093701 -122.276589 1 53 None Yes 30.09 Yes Yes Fiber Optic 12 No No No No Yes Yes No Yes One Year Yes Credit Card 95.85 5016.25 18.85 0 1594.77 6592.17 Stayed 2858-MOFSQ Female 50 No 0 Rio Oso 95674 38.954144 -121.482536 0 17 None Yes 24.31 Yes Yes DSL 21 No No Yes No No No No Yes One Year Yes Mailed Check 55.85 937.5 0 0 413.27 1350.77 Churned Price Price too high 2860-RANUS Female 67 No 0 Mc Kittrick 93251 35.38381 -119.730885 0 20 Offer D Yes 29.29 Yes Yes Fiber Optic 15 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 85.8 1727.5 0 0 585.8 2313.3 Churned Price Price too high 2862-JVEOY Male 33 No 0 Loma Mar 94021 37.266388 -122.26308 0 6 None Yes 10.54 No No One Year No Credit Card 19.15 124.4 0 0 63.24 187.64 Stayed 2862-PFNIK Male 47 No 3 San Leandro 94578 37.704384 -122.126703 0 1 None No Yes Cable 21 No No No No No No No No Month-to-Month Yes Bank Withdrawal 24.7 24.7 0 0 0 24.7 Joined 2863-IMQDR Female 52 No 0 San Diego 92130 32.957195 -117.202542 0 61 None Yes 23.45 Yes Yes DSL 8 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 89.65 5308.7 0 0 1430.45 6739.15 Stayed 2865-TCHJW Female 74 No 0 Anaheim 92807 33.848733 -117.788357 0 4 None Yes 48.35 Yes Yes Cable 24 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.2 346.2 0 0 193.4 539.6 Churned Competitor Competitor had better devices 2866-IKBTM Female 57 No 0 Dana Point 92629 33.477923 -117.705314 0 1 None Yes 40.63 No No Month-to-Month No Credit Card 19.55 19.55 0 0 40.63 60.18 Joined 2867-UIMSS Male 24 No 0 Vernalis 95385 37.609095 -121.263381 0 1 None Yes 35.77 No Yes Fiber Optic 69 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 80.5 80.5 0 0 35.77 116.27 Churned Dissatisfaction Product dissatisfaction 2868-LLSKM Female 50 Yes 2 Escondido 92027 33.141265 -116.967221 1 68 Offer A Yes 15.94 Yes Yes Fiber Optic 29 No Yes No Yes No No No Yes One Year Yes Bank Withdrawal 83.65 5733.4 46.99 0 1083.92 6770.33 Stayed 2868-MZAGQ Male 49 No 0 Modesto 95354 37.639029 -120.964772 0 1 Offer E Yes 19.98 No Yes Fiber Optic 5 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.25 79.25 0 0 19.98 99.23 Churned Dissatisfaction Service dissatisfaction 2868-SNELZ Female 54 No 0 San Diego 92122 32.85723 -117.209774 0 2 None Yes 5.32 Yes Yes Fiber Optic 20 No No Yes No No No No Yes Month-to-Month No Credit Card 80.6 155.8 0 0 10.64 166.44 Churned Competitor Competitor made better offer 2869-ADAWR Female 41 No 0 Sutter Creek 95685 38.432145 -120.77069 0 45 Offer B Yes 14.12 Yes Yes Fiber Optic 24 No Yes No No Yes No No Yes Month-to-Month Yes Credit Card 89.3 4016.85 44.63 0 635.4 4607.62 Churned Dissatisfaction Poor expertise of online support 2873-ZLIWT Female 64 Yes 0 Temecula 92592 33.507255 -117.029473 1 40 Offer B Yes 2.03 Yes Yes Fiber Optic 19 No No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 84.85 3303.05 0 0 81.2 3384.25 Churned Competitor Competitor made better offer 2874-YXVVA Female 38 No 0 Herlong 96113 40.198234 -120.18089 0 34 None Yes 2.82 No Yes Fiber Optic 2 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.1 3634.8 0 0 95.88 3730.68 Stayed 2876-GZYZC Female 49 No 0 Cerritos 90703 33.8681 -118.067402 0 13 None Yes 29.21 Yes Yes Fiber Optic 22 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.95 1215.65 0 0 379.73 1595.38 Stayed 2876-VBBBL Female 64 No 0 Shaver Lake 93664 37.223 -119.001021 0 1 Offer E Yes 10.71 No No Month-to-Month Yes Credit Card 20.25 20.25 0 0 10.71 30.96 Churned Attitude Attitude of support person 2877-VDUER Female 36 Yes 1 Camp Nelson 93208 36.057458 -118.591951 6 35 None No Yes DSL 30 No No No Yes Yes No No Yes One Year No Credit Card 40.9 1383.6 0 0 0 1383.6 Stayed 2878-DHMIN Male 63 Yes 2 Sacramento 95833 38.619049 -121.517552 7 35 None Yes 24.23 No No One Year No Bank Withdrawal 19.9 666 0 0 848.05 1514.05 Stayed 2878-RMWXY Male 75 Yes 0 Temecula 92590 33.475493 -117.219551 5 72 None Yes 28.5 Yes Yes Fiber Optic 5 Yes Yes Yes No No Yes No Yes Two Year Yes Credit Card 102.65 7550.3 0 0 2052 9602.3 Stayed 2880-FPNAE Male 69 Yes 0 Van Nuys 91405 34.202494 -118.448048 1 2 Offer E Yes 7.29 No Yes Fiber Optic 14 No No Yes No No No No Yes Two Year Yes Bank Withdrawal 74.2 140.1 0 0 14.58 154.68 Joined 2882-DDZPG Female 27 No 0 San Carlos 94070 37.497915 -122.267361 0 12 None Yes 35.81 No No Month-to-Month No Bank Withdrawal 19.45 227.45 0 0 429.72 657.17 Stayed 2882-WDTBA Male 64 Yes 0 Willows 95988 39.493991 -122.286363 4 69 Offer A Yes 44.33 No Yes Cable 18 Yes Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 75.75 5388.15 0 0 3058.77 8446.92 Stayed 2883-ILGWO Male 68 No 0 Compton 90222 33.912246 -118.236773 0 57 None Yes 32.12 Yes Yes Fiber Optic 15 No Yes No Yes Yes Yes No No Two Year Yes Bank Withdrawal 104.9 5913.95 1.69 90 1830.84 7833.1 Stayed 2884-GBPFB Female 61 Yes 0 Morro Bay 93442 35.369553 -120.763864 4 35 Offer C Yes 10.43 No Yes Fiber Optic 4 No No No No No No No No Month-to-Month Yes Bank Withdrawal 70.3 2416.55 0 80 365.05 2861.6 Churned Other Moved 2885-HIJDH Male 47 Yes 3 Tecate 91980 32.587557 -116.636816 9 69 None Yes 26.35 Yes Yes DSL 53 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 86.9 6194.1 0 0 1818.15 8012.25 Stayed 2886-KEFUM Female 50 Yes 0 Big Bend 96011 41.096569 -121.879082 1 63 None Yes 1.93 Yes Yes Fiber Optic 21 No Yes Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 107.5 6873.75 0 60 121.59 7055.34 Churned Attitude Attitude of support person 2887-JPYLU Female 58 No 3 Stinson Beach 94970 37.921137 -122.657562 0 41 None Yes 38.94 No Yes DSL 28 No No No No No No No Yes Month-to-Month No Bank Withdrawal 45.2 1841.9 0 0 1596.54 3438.44 Stayed 2888-ADFAO Female 47 Yes 3 Palmdale 93551 34.613476 -118.256358 5 47 None Yes 3.95 No No Two Year Yes Bank Withdrawal 21.3 1041.8 0 0 185.65 1227.45 Stayed 2889-FPWRM Male 31 Yes 0 Mckinleyville 95519 40.965011 -124.015255 1 72 None Yes 34.87 Yes Yes Fiber Optic 8 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 117.8 8684.8 0 0 2510.64 11195.44 Churned Competitor Competitor offered higher download speeds 2890-WFBHU Female 26 No 0 Salyer 95563 40.89866 -123.539754 0 59 Offer B Yes 1.94 Yes Yes DSL 73 Yes Yes Yes Yes No Yes Yes Yes One Year No Credit Card 79.85 4786.1 0 0 114.46 4900.56 Stayed 2892-GESUL Female 20 Yes 3 San Juan Capistrano 92675 33.521447 -117.602555 5 18 None Yes 20 No No Two Year No Credit Card 19.35 309.25 0 0 360 669.25 Stayed 2894-QOJRX Female 19 Yes 0 San Diego 92124 32.827238 -117.089287 1 25 Offer C No Yes Cable 82 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 34 853 0 0 0 853 Churned Competitor Competitor had better devices 2896-TBNBE Male 46 Yes 0 Guadalupe 93434 34.936 -120.594655 5 40 Offer B Yes 12.97 No Yes Fiber Optic 24 No Yes Yes No No No No Yes One Year No Bank Withdrawal 80.8 3132.75 0 0 518.8 3651.55 Stayed 2897-DOVND Male 31 No 0 Winterhaven 92283 32.852947 -114.850784 0 2 None Yes 11.19 No Yes Fiber Optic 14 No No No No No No No No Month-to-Month Yes Bank Withdrawal 69.8 146.65 0 10 22.38 179.03 Joined 2898-LSJGD Female 30 Yes 0 Santa Ana 92707 33.714829 -117.872941 1 21 None No Yes Cable 69 Yes No Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 55.95 1157.05 0 10 0 1167.05 Churned Attitude Attitude of service provider 2898-MRKPI Male 36 Yes 1 Ranchita 92066 33.215251 -116.53633 10 68 Offer A Yes 34.62 Yes Yes Fiber Optic 18 No Yes No No Yes Yes Yes Yes One Year Yes Credit Card 101.05 6770.5 0 0 2354.16 9124.66 Stayed 2900-PHPLN Female 73 Yes 0 Vista 92083 33.17494 -117.242761 2 70 Offer A Yes 15.9 No No Two Year Yes Credit Card 19.55 1462.05 0 0 1113 2575.05 Stayed 2903-YYTBW Male 48 Yes 2 Hemet 92545 33.734933 -117.044145 1 1 None Yes 41.1 No Yes DSL 18 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.55 44.55 0 0 41.1 85.65 Joined 2904-GGUAZ Female 24 Yes 0 Potrero 91963 32.619465 -116.593605 8 72 Offer A Yes 16.15 Yes Yes Fiber Optic 52 Yes Yes No No No No Yes Yes Two Year Yes Bank Withdrawal 84.05 6052.25 0 0 1162.8 7215.05 Stayed 2905-KFQUV Female 61 Yes 0 Moss Beach 94038 37.515556 -122.502311 9 2 None Yes 7.49 No Yes Fiber Optic 14 No No No No No No No Yes Month-to-Month Yes Credit Card 70.4 154.8 0 0 14.98 169.78 Joined 2907-ILJBN Female 21 Yes 0 Duarte 91010 34.145695 -117.95982 7 11 None Yes 1.92 No No One Year No Credit Card 20.6 233.9 0 0 21.12 255.02 Stayed 2908-WGAXL Female 40 Yes 2 Fullerton 92835 33.902211 -117.914922 9 56 None Yes 29.06 Yes No Two Year Yes Credit Card 24.95 1468.9 0 0 1627.36 3096.26 Stayed 2908-ZTPNF Female 41 No 0 Pleasanton 94566 37.633361 -121.862395 0 36 Offer C No Yes Cable 2 No Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 34.85 1267.2 0 0 0 1267.2 Stayed 2911-IJORQ Male 42 No 0 Stirling City 95978 39.904002 -121.527823 0 37 None Yes 44.52 Yes Yes DSL 6 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 90.6 3358.65 8.96 0 1647.24 4996.93 Stayed 2911-UREFD Female 50 Yes 0 Santa Monica 90405 34.005439 -118.477507 3 39 None No Yes DSL 13 Yes No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 55.9 2184.35 0 0 0 2184.35 Churned Dissatisfaction Lack of self-service on Website 2911-WDXMV Male 29 No 3 Fontana 92335 34.087558 -117.464096 0 18 Offer D Yes 41.08 Yes Yes Fiber Optic 48 No No Yes No No No No Yes Month-to-Month Yes Credit Card 80.55 1406.65 0 0 739.44 2146.09 Stayed 2916-BQZLN Male 29 No 0 Reseda 91335 34.200175 -118.540958 0 19 None Yes 11.42 Yes Yes Fiber Optic 41 Yes No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 84.75 1651.95 49.38 0 216.98 1819.55 Stayed 2919-HBCJO Female 36 No 0 Downieville 95936 39.578792 -120.780786 0 4 None Yes 24.09 No Yes Fiber Optic 17 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.65 333.6 0 0 96.36 429.96 Churned Other Moved 2920-RNCEZ Male 46 Yes 1 Lebec 93243 34.845861 -118.885163 10 1 None Yes 11.45 No Yes Fiber Optic 14 No No No No No No No Yes Month-to-Month Yes Credit Card 69.95 69.95 0 0 11.45 81.4 Joined 2921-XWDJH Female 76 Yes 0 Glendale 91202 34.167926 -118.267539 0 38 None Yes 3.42 No Yes Fiber Optic 15 Yes No No No No Yes No Yes Two Year Yes Bank Withdrawal 83.45 3147.15 24.98 0 129.96 3252.13 Stayed 2923-ARZLG Male 38 Yes 2 La Verne 91750 34.144703 -117.770299 5 10 Offer E Yes 46.23 No No One Year Yes Credit Card 19.7 197.54 0 0 462.3 659.84 Stayed 2924-KHUVI Male 28 Yes 0 Orland 95963 39.748037 -122.302169 7 56 None Yes 46.9 Yes Yes Fiber Optic 48 Yes No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 100.55 5514.95 0 0 2626.4 8141.35 Stayed 2925-MXLSX Female 37 No 0 Chula Vista 91911 32.607964 -117.059459 0 30 Offer C Yes 22.64 Yes Yes DSL 18 No Yes Yes No Yes No No Yes One Year Yes Credit Card 68.95 2038.7 0 0 679.2 2717.9 Stayed 2925-VDZHY Male 64 Yes 2 Sonora 95370 37.982716 -120.343732 1 72 Offer A Yes 28.63 Yes Yes DSL 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 88.7 6501.35 0 0 2061.36 8562.71 Stayed 2926-JEJJC Female 26 No 0 Angelus Oaks 92305 34.1678 -116.86433 0 8 None Yes 5.27 No No One Year Yes Bank Withdrawal 20.2 140.95 0 0 42.16 183.11 Stayed 2927-CVULT Female 64 Yes 1 Ramona 92065 33.044541 -116.833922 1 53 Offer B Yes 28.36 Yes Yes Fiber Optic 17 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 104.05 5566.4 0 0 1503.08 7069.48 Stayed 2927-QRRQV Male 44 Yes 0 Scott Bar 96085 41.737962 -123.07557 1 46 Offer B Yes 10.13 Yes Yes Fiber Optic 3 No Yes Yes No Yes No No Yes One Year Yes Bank Withdrawal 94.65 4312.5 0 0 465.98 4778.48 Stayed 2928-HLDBA Female 31 No 0 Cypress 90630 33.818477 -118.038307 0 6 Offer E Yes 7.72 No No Month-to-Month No Credit Card 20.7 112.75 0 0 46.32 159.07 Stayed 2929-ERCFZ Female 22 Yes 0 Independence 93526 36.869584 -118.189241 1 8 Offer E Yes 38.83 No Yes Fiber Optic 76 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.2 777.3 0 0 310.64 1087.94 Churned Competitor Competitor had better devices 2929-QNSRW Female 21 Yes 0 San Diego 92130 32.957195 -117.202542 1 56 None Yes 19.16 Yes Yes Fiber Optic 48 No Yes No No Yes Yes Yes No One Year Yes Bank Withdrawal 98.25 5508.35 0 150 1072.96 6731.31 Churned Competitor Competitor made better offer 2930-UOTMB Female 29 No 0 Riverside 92506 33.930931 -117.361788 0 31 Offer C Yes 31.14 Yes Yes Cable 52 Yes No Yes Yes No No No No Month-to-Month No Credit Card 65.25 1994.3 0 120 965.34 3079.64 Churned Competitor Competitor offered higher download speeds 2931-FSOHN Male 76 No 0 Napa 94559 38.232389 -122.324944 0 13 None Yes 49.9 No Yes DSL 30 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 59.9 788.35 0 0 648.7 1437.05 Stayed 2931-SVLTV Male 59 Yes 3 Vallejo 94589 38.161321 -122.271588 6 40 Offer B Yes 11.5 Yes Yes Fiber Optic 22 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 110.1 4469.1 0 0 460 4929.1 Stayed 2931-VUVJN Female 71 Yes 0 Murrieta 92562 33.548869 -117.334165 0 59 None Yes 19.14 Yes Yes Fiber Optic 13 Yes Yes Yes Yes No No No No One Year Yes Bank Withdrawal 94.05 5483.9 0 30 1129.26 6643.16 Stayed 2931-XIQBR Female 41 Yes 3 Kelseyville 95451 38.93496 -122.792243 7 50 None Yes 47.48 No Yes Fiber Optic 27 No No Yes Yes Yes Yes Yes Yes One Year No Credit Card 103.05 5153.5 0 0 2374 7527.5 Stayed 2933-FILNV Female 53 Yes 3 Carlsbad 92009 33.098018 -117.258203 0 2 None No Yes DSL 52 No No No No No No No Yes Month-to-Month Yes Credit Card 24.4 36.55 0 0 0 36.55 Churned Dissatisfaction Lack of self-service on Website 2933-XEUJM Female 56 No 0 Ballico 95303 37.4695 -120.672724 0 46 Offer B Yes 46.83 Yes Yes DSL 2 Yes No Yes No Yes Yes Yes Yes Two Year No Mailed Check 79.2 3593.8 0 0 2154.18 5747.98 Stayed 2937-FTHUR Female 45 No 3 Cedar Glen 92321 34.255203 -117.175654 0 18 Offer D Yes 42.45 Yes Yes DSL 28 Yes No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 64.8 1166.7 0 0 764.1 1930.8 Stayed 2946-KIQSP Female 59 No 0 Fallbrook 92028 33.362575 -117.299644 0 35 Offer C No Yes Cable 12 No No Yes Yes No No No No Month-to-Month Yes Credit Card 33.45 1175.85 0 30 0 1205.85 Stayed 2947-DOMLJ Male 47 No 2 Buena Park 90621 33.874224 -117.993368 0 1 None Yes 11.86 No Yes Cable 13 Yes No No No No No No Yes Month-to-Month No Credit Card 50.6 50.6 0 0 11.86 62.46 Churned Dissatisfaction Service dissatisfaction 2951-QOQTK Male 28 No 0 Sacramento 95815 38.608405 -121.449942 0 4 None Yes 42.33 Yes Yes Fiber Optic 76 No No No Yes No No Yes Yes Month-to-Month No Credit Card 80.8 332.45 0 0 169.32 501.77 Churned Competitor Competitor offered higher download speeds 2952-QAYZF Male 30 No 0 Sacramento 95828 38.486938 -121.395805 0 5 None Yes 36.52 Yes Yes Fiber Optic 27 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 85.3 424.15 0 0 182.6 606.75 Churned Competitor Competitor had better devices 2954-PIBKO Female 64 Yes 0 Los Angeles 90058 34.001617 -118.222274 7 69 None Yes 39.88 Yes Yes Cable 17 Yes No Yes Yes No No No No Two Year Yes Credit Card 64.15 4254.1 0 40 2751.72 7045.82 Stayed 2955-BJZHG Male 41 Yes 0 Apple Valley 92308 34.424926 -117.184503 1 17 None Yes 16.61 No Yes Fiber Optic 3 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 80.85 1400.85 0 0 282.37 1683.22 Churned Competitor Competitor had better devices 2955-PSXOE Female 48 No 0 Topanga 90290 34.115192 -118.61017 0 1 None Yes 43.52 No No Month-to-Month Yes Bank Withdrawal 20.2 20.2 0 0 43.52 63.72 Churned Price Price too high 2956-GGUCQ Male 71 Yes 0 Pioneer 95666 38.546999 -120.271114 1 24 None Yes 2.05 Yes Yes Fiber Optic 22 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 78.85 1772.25 0 0 49.2 1821.45 Churned Attitude Attitude of service provider 2957-JIRMN Female 69 No 0 Vallejo 94591 38.105733 -122.186338 0 62 None Yes 19.52 Yes Yes Fiber Optic 3 No No No No Yes No No Yes One Year No Bank Withdrawal 84.45 4959.15 0 0 1210.24 6169.39 Stayed 2957-LOLHO Male 49 No 0 Fallbrook 92028 33.362575 -117.299644 0 12 None Yes 11.12 No Yes DSL 14 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.4 518.9 0 0 133.44 652.34 Churned Competitor Competitor made better offer 2958-NHPPS Male 45 No 0 Sacramento 95816 38.574856 -121.46504 0 23 None Yes 35.32 No No Month-to-Month No Bank Withdrawal 20.85 473.9 0 0 812.36 1286.26 Stayed 2959-EEXWB Female 54 Yes 2 Pasadena 91105 34.13946 -118.166649 10 45 Offer B No Yes DSL 18 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.9 2333.85 0 0 0 2333.85 Stayed 2959-FENLU Female 64 No 0 Los Gatos 95033 37.160194 -121.945611 0 9 None Yes 48.38 No Yes Fiber Optic 8 No No Yes No No Yes Yes No Month-to-Month Yes Credit Card 85.3 781.4 0 10 435.42 1226.82 Stayed 2959-MJHIC Male 60 Yes 0 Hinkley 92347 34.983808 -117.239306 3 4 None Yes 32.43 No Yes Fiber Optic 13 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 80.35 307.4 0 0 129.72 437.12 Churned Dissatisfaction Product dissatisfaction 2960-NKRSO Male 60 No 0 Mad River 95552 40.390301 -123.412327 0 24 None Yes 9.53 No Yes Fiber Optic 24 No Yes Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 85.95 2107.15 0 0 228.72 2335.87 Stayed 2961-VNFKL Female 42 Yes 0 Mountain View 94041 37.388349 -122.075299 2 71 Offer A Yes 24.71 Yes No Two Year Yes Credit Card 25.95 1801.9 0 0 1754.41 3556.31 Stayed 2962-XPMCQ Male 56 No 0 Sacramento 95828 38.486938 -121.395805 0 2 Offer E Yes 6.47 No Yes DSL 21 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.15 98.5 0 0 12.94 111.44 Churned Competitor Competitor offered higher download speeds 2967-MXRAV Male 29 Yes 0 Los Angeles 90003 33.964131 -118.272783 9 1 None Yes 43.57 No No One Year No Mailed Check 18.8 18.8 0 0 43.57 62.37 Joined 2968-SSGAA Female 41 No 0 San Francisco 94117 37.770533 -122.445121 0 10 None Yes 45.21 Yes Yes Fiber Optic 3 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.6 1060.2 0 0 452.1 1512.3 Churned Competitor Competitor offered more data 2969-QWUBZ Female 53 No 0 Los Altos 94022 37.349546 -122.134356 0 2 None No Yes Cable 21 No Yes No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 51.4 96.8 0 0 0 96.8 Joined 2969-VAPYH Female 28 No 0 Fresno 93704 36.799648 -119.801247 0 67 Offer A Yes 35.99 No Yes DSL 73 Yes Yes No Yes No No No Yes One Year No Credit Card 60.5 3870 0 0 2411.33 6281.33 Stayed 2969-WGHQO Female 39 Yes 3 Bradley 93426 35.842889 -121.004862 1 7 None Yes 18.91 No Yes DSL 29 Yes Yes Yes No Yes No No Yes One Year No Bank Withdrawal 69.45 477.05 0 0 132.37 609.42 Stayed 2971-SGAFL Female 34 No 0 Millbrae 94030 37.601248 -122.403099 0 13 Offer D Yes 38.4 Yes Yes DSL 23 Yes No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 78.75 995.35 0 50 499.2 1544.55 Stayed 2972-YDYUW Female 47 No 0 Posey 93260 35.861928 -118.636698 0 57 None Yes 38.94 Yes Yes Fiber Optic 7 No Yes No Yes No Yes Yes Yes One Year No Bank Withdrawal 94.7 5468.95 0 0 2219.58 7688.53 Stayed 2974-GGUXS Female 74 Yes 0 Granite Bay 95746 38.749466 -121.184196 0 36 Offer C Yes 11.32 Yes Yes Fiber Optic 16 No Yes No No Yes No No Yes Month-to-Month Yes Credit Card 91.95 3301.05 17.76 0 407.52 3690.81 Stayed 2977-CEBSX Female 61 No 0 Coachella 92236 33.680031 -116.171678 0 66 None Yes 13.28 Yes Yes DSL 24 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 90.05 5965.95 0 0 876.48 6842.43 Stayed 2978-XXSOG Female 33 No 0 Doyle 96109 40.012675 -120.101857 0 22 Offer D Yes 32.75 Yes Yes DSL 24 Yes No No Yes No No No Yes Month-to-Month Yes Credit Card 59.05 1253.5 0 0 720.5 1974 Stayed 2979-SXESE Female 57 Yes 0 Berkeley 94703 37.863843 -122.275684 1 17 Offer D Yes 25.79 Yes Yes Cable 12 Yes No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 94.4 1607.2 0 0 438.43 2045.63 Churned Other Moved 2982-IHMFT Female 75 No 0 San Diego 92126 32.886925 -117.152162 0 1 None Yes 39.61 Yes Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month Yes Credit Card 74.45 74.45 0 0 39.61 114.06 Churned Competitor Competitor made better offer 2982-VPSGI Female 64 Yes 0 South Pasadena 91030 34.110444 -118.156957 1 11 Offer D Yes 25.67 Yes Yes Fiber Optic 18 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94 1078.9 0 0 282.37 1361.27 Churned Competitor Competitor made better offer 2983-ZANRP Female 27 Yes 0 La Puente 91744 34.031441 -117.936436 1 2 None Yes 8.5 No Yes Fiber Optic 59 No Yes No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 73.55 145.4 0 0 17 162.4 Churned Competitor Competitor had better devices 2984-AFWNC Female 52 No 0 Rough And Ready 95975 39.225634 -121.156163 0 3 None Yes 17.01 No Yes Fiber Optic 28 No Yes No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 95.4 293.15 0 0 51.03 344.18 Joined 2984-MIIZL Male 51 No 0 Guadalupe 93434 34.936 -120.594655 0 4 None Yes 7.26 No Yes Fiber Optic 29 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 74.8 321.9 0 0 29.04 350.94 Churned Dissatisfaction Network reliability 2984-RGEYA Female 38 Yes 0 Winnetka 91306 34.209532 -118.577563 9 69 Offer A Yes 5.27 No No Two Year No Bank Withdrawal 19.75 1375.4 0 0 363.63 1739.03 Stayed 2984-TBYKU Male 38 Yes 3 Barstow 92311 34.965648 -117.001509 6 72 Offer A Yes 32.22 Yes Yes Fiber Optic 25 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 104.9 7732.65 0 0 2319.84 10052.49 Stayed 2985-FMWYF Female 46 No 0 Myers Flat 95554 40.267158 -123.805913 0 23 Offer D Yes 18.12 Yes Yes Fiber Optic 23 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.5 2341.55 0 0 416.76 2758.31 Stayed 2985-JUUBZ Male 32 Yes 3 Dulzura 91917 32.622999 -116.687855 5 40 Offer B Yes 13.86 Yes Yes DSL 75 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 74.55 3015.75 0 0 554.4 3570.15 Stayed 2987-BJXIK Female 44 No 0 Tulare 93274 36.185471 -119.375243 0 70 None Yes 16.93 Yes Yes DSL 10 Yes Yes Yes No Yes Yes Yes Yes Two Year No Credit Card 84.7 5991.05 0 0 1185.1 7176.15 Stayed 2988-GBIVW Female 68 Yes 0 Knights Landing 95645 38.875508 -121.765866 10 70 None Yes 38.5 Yes Yes Fiber Optic 25 Yes No No No No Yes Yes Yes Two Year Yes Bank Withdrawal 90.85 6470.1 0 0 2695 9165.1 Stayed 2988-PLAHS Female 58 No 0 Sierraville 96126 39.559709 -120.345639 0 3 Offer E Yes 29.51 No Yes Cable 17 No No Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 69.95 220.45 0 30 88.53 338.98 Joined 2988-QRAJY Male 27 No 0 Santa Rosa 95403 38.488431 -122.752839 0 69 Offer A Yes 5.71 Yes Yes Fiber Optic 73 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 110.05 7430.75 23.16 0 393.99 7801.58 Stayed 2990-HWIML Female 58 No 0 Ontario 91764 34.074087 -117.605618 0 6 Offer E Yes 47.92 No Yes Fiber Optic 25 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.5 573.3 0 0 287.52 860.82 Churned Competitor Competitor had better devices 2990-IAJSV Male 55 No 0 San Francisco 94110 37.750021 -122.415201 0 72 None Yes 45.41 Yes Yes Cable 20 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 92 6632.75 0 0 3269.52 9902.27 Stayed 2990-OGYTD Female 41 Yes 0 Fullerton 92831 33.879983 -117.895482 1 67 Offer A Yes 3.2 Yes Yes DSL 23 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 86.15 5883.85 0 0 214.4 6098.25 Stayed 2995-UPRYS Female 74 Yes 0 Long Beach 90802 33.752524 -118.210737 1 40 None Yes 19.76 No Yes Fiber Optic 22 No Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 99.2 4062.2 0 0 790.4 4852.6 Churned Other Moved 2995-YWTCD Female 20 Yes 1 Browns Valley 95918 39.292334 -121.320597 1 19 None Yes 31.58 Yes No Two Year Yes Bank Withdrawal 24.9 467.7 0 0 600.02 1067.72 Stayed 2996-XAUVF Male 25 No 0 Needles 92363 34.711224 -114.702256 0 70 Offer A No Yes DSL 59 No No No Yes No Yes Yes Yes Two Year Yes Mailed Check 40.05 2799.75 0 0 0 2799.75 Stayed 2999-AANRQ Female 23 No 0 Sacramento 95833 38.619049 -121.517552 0 21 None Yes 17.35 No Yes DSL 71 Yes Yes No Yes Yes No No No Two Year No Credit Card 71.05 1524.85 16.91 140 364.35 2012.29 Stayed 3001-CBHLQ Male 76 Yes 0 Angels Camp 95222 38.071327 -120.632221 1 32 Offer C Yes 43.51 Yes Yes Fiber Optic 22 No No Yes Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 104.9 3351.55 33.73 0 1392.32 4710.14 Churned Attitude Attitude of support person 3001-UNBTL Male 69 Yes 1 Burbank 91506 34.169706 -118.323548 1 29 Offer C Yes 49.36 Yes Yes Fiber Optic 19 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 103.95 2964.8 0 0 1431.44 4396.24 Stayed 3002-WQZWT Female 25 No 0 Murrieta 92563 33.581045 -117.14719 0 29 Offer C Yes 16.38 Yes Yes Fiber Optic 82 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.2 1993.25 0 0 475.02 2468.27 Stayed 3003-CMDUU Female 22 Yes 0 Santa Paula 93060 34.402343 -119.094824 0 25 None Yes 29.81 No Yes Fiber Optic 52 No No No Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 95.15 2395.7 0 80 745.25 3220.95 Stayed 3005-NFMTA Male 73 No 0 Valencia 91354 34.457005 -118.573726 0 55 Offer B Yes 8.93 Yes Yes Fiber Optic 21 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.8 5617.75 0 0 491.15 6108.9 Churned Price Price too high 3005-TYFRD Female 54 Yes 0 Tollhouse 93667 36.993666 -119.348267 4 55 Offer B Yes 33.66 Yes Yes Fiber Optic 25 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 103.65 5676.65 0 0 1851.3 7527.95 Stayed 3006-XIMLN Female 34 No 0 Garden Valley 95633 38.852544 -120.837669 0 2 None Yes 42.89 Yes Yes Fiber Optic 13 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.2 193.8 0 0 85.78 279.58 Churned Dissatisfaction Lack of self-service on Website 3007-FDPEA Female 28 No 0 Fallbrook 92028 33.362575 -117.299644 0 2 None Yes 13.89 No No Month-to-Month Yes Bank Withdrawal 20.7 39.85 0 0 27.78 67.63 Joined 3009-JWMPU Male 58 No 0 Five Points 93624 36.397745 -120.119911 0 62 Offer B Yes 22.64 Yes Yes Fiber Optic 9 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 96.75 6125.4 0 0 1403.68 7529.08 Churned Attitude Attitude of service provider 3011-WQKSZ Male 41 No 3 Foresthill 95631 39.031876 -120.811141 0 19 Offer D Yes 24.1 No No Month-to-Month Yes Bank Withdrawal 20 377.55 0 0 457.9 835.45 Stayed 3012-VFFMN Female 61 Yes 1 Richvale 95974 39.495768 -121.747472 7 7 None Yes 5.01 No No Month-to-Month No Credit Card 20.65 158.95 0 0 35.07 194.02 Stayed 3014-WJKSM Male 26 Yes 0 San Luis Obispo 93401 35.233745 -120.626442 10 29 None Yes 3.35 No Yes Fiber Optic 59 No No Yes No No No No Yes Month-to-Month Yes Credit Card 75.3 2263.4 0 0 97.15 2360.55 Stayed 3016-KSVCP Male 47 Yes 0 Rancho Palos Verdes 90275 33.753146 -118.367459 4 29 Offer C No Yes DSL 22 No No No No Yes No No Yes Month-to-Month No Credit Card 33.75 1009.25 0 0 0 1009.25 Stayed 3018-TFTSU Male 44 No 0 Hathaway Pines 95233 38.184914 -120.364085 0 12 Offer D Yes 18.38 No Yes Fiber Optic 3 Yes No Yes No No No No Yes Month-to-Month No Bank Withdrawal 81.7 858.6 0 0 220.56 1079.16 Churned Dissatisfaction Poor expertise of phone support 3021-VLNRJ Female 25 No 2 Encino 91436 34.152875 -118.486056 0 50 Offer B Yes 37.52 No Yes DSL 71 Yes No Yes Yes Yes No No Yes One Year Yes Credit Card 70.8 3478.15 0 0 1876 5354.15 Stayed 3022-BEXHZ Male 19 Yes 1 Sonoma 95476 38.25485 -122.461799 6 67 None Yes 40.96 Yes Yes Fiber Optic 47 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 111.2 7530.8 0 0 2744.32 10275.12 Stayed 3023-GFLBR Female 63 Yes 0 San Bernardino 92408 34.084909 -117.258107 1 33 None Yes 14.34 Yes Yes Fiber Optic 28 No No No No No Yes Yes Yes Month-to-Month No Credit Card 86.15 2745.7 0 0 473.22 3218.92 Churned Attitude Attitude of service provider 3026-ATZYV Female 32 Yes 2 Riverside 92507 33.976328 -117.319786 3 37 Offer C Yes 1.12 No Yes Cable 23 Yes Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 75.1 2658.8 0 0 41.44 2700.24 Stayed 3027-YNWZU Female 44 Yes 0 San Ramon 94583 37.766556 -121.976784 5 64 Offer B Yes 6.81 Yes No Two Year No Credit Card 25 1584.8 0 0 435.84 2020.64 Stayed 3027-ZTDHO Male 21 No 0 Fresno 93721 36.732694 -119.783786 0 1 Offer E Yes 32.85 No Yes Fiber Optic 53 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.9 89.9 0 0 32.85 122.75 Churned Other Don't know 3030-YDNRM Male 64 No 0 Pasadena 91107 34.159007 -118.087353 0 8 Offer E Yes 11.58 Yes Yes Fiber Optic 7 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.85 572.45 0 0 92.64 665.09 Stayed 3030-YZADT Male 57 No 0 Grass Valley 95949 39.099204 -121.137962 0 9 Offer E Yes 2.88 No Yes DSL 26 No No No No No No No No Month-to-Month No Mailed Check 44.95 431 0 10 25.92 466.92 Churned Competitor Competitor had better devices 3030-ZKIWL Male 23 No 0 Lake Isabella 93240 35.607875 -118.466318 0 1 None Yes 18.15 No No Month-to-Month No Credit Card 20.05 20.05 0 0 18.15 38.2 Joined 3034-ZBEQN Female 31 Yes 0 La Puente 91746 34.038983 -117.991372 1 48 None No Yes DSL 22 No Yes Yes No No No No Yes One Year No Mailed Check 34.7 1604.5 0 0 0 1604.5 Churned Dissatisfaction Product dissatisfaction 3038-PQIUY Female 39 No 0 Dulzura 91917 32.622999 -116.687855 0 38 None Yes 20.14 Yes Yes DSL 13 Yes Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 66.15 2522.4 0 0 765.32 3287.72 Stayed 3039-MJSLN Male 36 No 3 Cressey 95312 37.420273 -120.66527 0 3 None Yes 18.43 No No Month-to-Month No Bank Withdrawal 20.2 50.6 0 0 55.29 105.89 Joined 3043-SUDUA Female 35 No 0 West Sacramento 95605 38.592745 -121.540036 0 32 Offer C Yes 15.53 No No Month-to-Month No Bank Withdrawal 19.9 601.55 0 0 496.96 1098.51 Stayed 3043-TYBNO Male 43 No 0 Kneeland 95549 40.664483 -123.865325 0 3 None Yes 22.49 No Yes DSL 11 No No No Yes No Yes Yes Yes Month-to-Month No Credit Card 60.65 196.9 0 0 67.47 264.37 Joined 3045-XETSH Female 34 No 0 Lake Hughes 93532 34.659579 -118.584212 0 10 None Yes 43.26 Yes Yes Fiber Optic 21 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.85 953.45 0 0 432.6 1386.05 Churned Competitor Competitor offered more data 3049-NDXFL Female 30 No 0 San Diego 92130 32.957195 -117.202542 0 1 Offer E Yes 34.47 Yes Yes Fiber Optic 59 No No No No No Yes Yes Yes Month-to-Month No Credit Card 85.8 85.8 0 0 34.47 120.27 Churned Competitor Competitor made better offer 3049-SOLAY Female 21 Yes 0 San Diego 92109 32.787836 -117.232376 5 3 None Yes 23.26 Yes Yes Fiber Optic 42 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 95.2 292.85 0 20 69.78 382.63 Churned Competitor Competitor made better offer 3050-GBUSH Female 25 No 0 Burlingame 94010 37.57028 -122.365778 0 3 None No Yes DSL 46 No No No No Yes No No Yes Month-to-Month Yes Credit Card 34.8 113.95 0 0 0 113.95 Joined 3050-RLLXC Female 51 Yes 2 Kyburz 95720 38.766036 -120.209673 10 56 Offer B Yes 25.9 Yes Yes Cable 30 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 81.25 4620.4 0 0 1450.4 6070.8 Stayed 3055-MJDSB Male 24 No 0 Planada 95365 37.329725 -120.306399 0 9 Offer E No Yes DSL 52 No No No No No No No Yes Month-to-Month Yes Mailed Check 24.6 190.1 0 0 0 190.1 Stayed 3055-OYMSE Female 75 No 0 Saratoga 95070 37.257772 -122.051824 0 53 None Yes 16.74 No Yes Fiber Optic 15 No Yes No No No No No Yes Month-to-Month Yes Credit Card 73.8 4003.85 0 0 887.22 4891.07 Stayed 3055-VTCGS Female 35 No 0 Whittier 90605 33.960891 -118.032222 0 63 Offer B Yes 27.38 No Yes DSL 9 No No Yes No No Yes Yes Yes One Year No Credit Card 58.55 3503.5 0 0 1724.94 5228.44 Stayed 3057-VJJQE Male 64 No 0 Yorba Linda 92886 33.897253 -117.792202 0 35 None Yes 20.39 Yes Yes DSL 21 Yes No No No No No No Yes Two Year No Credit Card 55.25 1924.1 0 0 713.65 2637.75 Stayed 3058-HJCUY Male 36 Yes 0 Rancho Cordova 95742 38.591134 -121.161585 1 41 Offer B Yes 45.03 Yes Yes Fiber Optic 10 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 102.6 4213.35 2.93 0 1846.23 6056.65 Churned Competitor Competitor had better devices 3058-WQDRE Male 37 No 0 Branscomb 95417 39.710591 -123.682799 0 13 Offer D No Yes Cable 16 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 25.15 331.85 48.59 0 0 283.26 Stayed 3059-NGMXB Male 52 Yes 3 San Jose 95124 37.257063 -121.923037 8 14 Offer D Yes 2.96 Yes Yes DSL 76 Yes Yes No No No Yes Yes Yes Month-to-Month No Credit Card 69.2 944.65 0 0 41.44 986.09 Stayed 3061-BCKYI Male 27 No 0 Thousand Palms 92276 33.849263 -116.382778 0 14 Offer D Yes 43.5 No No Month-to-Month No Credit Card 19.9 283.75 0 0 609 892.75 Stayed 3062-ICYZQ Female 41 Yes 3 Oak Park 91377 34.19225 -118.776874 9 51 None Yes 27.23 Yes Yes Fiber Optic 75 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.8 4539.35 0 0 1388.73 5928.08 Stayed 3063-QFSZL Female 37 No 0 San Jose 95135 37.28682 -121.723877 0 1 Offer E Yes 13.01 No Yes Cable 4 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 55.4 55.4 0 0 13.01 68.41 Churned Competitor Competitor had better devices 3066-RRJIO Female 29 No 0 San Francisco 94132 37.722302 -122.491129 0 1 Offer E Yes 13.04 No Yes Fiber Optic 46 No No No No No No No Yes Month-to-Month Yes Credit Card 69.95 69.95 0 0 13.04 82.99 Churned Competitor Competitor made better offer 3067-SVMTC Female 49 Yes 0 Imperial 92251 32.858595 -115.662709 9 68 None Yes 44.79 No Yes Cable 14 Yes No No Yes No No No No One Year No Bank Withdrawal 55.9 3848.8 0 20 3045.72 6914.52 Stayed 3068-OMWZA Male 77 No 0 Round Mountain 96084 40.923558 -122.059933 0 1 None Yes 49.6 Yes Yes Fiber Optic 20 No No Yes No Yes No No No Month-to-Month Yes Bank Withdrawal 88.8 88.8 0 10 49.6 148.4 Churned Competitor Competitor made better offer 3069-SSVSN Female 50 No 0 Hilmar 95324 37.394536 -120.890747 0 1 None No Yes DSL 18 No No No No No No No Yes One Year No Credit Card 25.85 25.85 0 0 0 25.85 Joined 3070-BDOQC Female 38 No 0 Sacramento 95827 38.549185 -121.328386 0 60 None Yes 16.81 No Yes Fiber Optic 21 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 99.65 5941.05 0 0 1008.6 6949.65 Stayed 3070-DVEYC Male 78 No 0 Williams 95987 39.117537 -122.284654 0 7 None Yes 32.4 Yes Yes Fiber Optic 7 No No No No No No No Yes Month-to-Month No Credit Card 73.75 545.15 0 0 226.8 771.95 Churned Attitude Attitude of support person 3070-FNFZQ Female 48 Yes 1 Happy Camp 96039 41.831901 -123.487478 1 23 Offer D Yes 39.59 No No Two Year No Bank Withdrawal 20.4 478.75 0 0 910.57 1389.32 Stayed 3071-MVJCD Male 40 Yes 0 Grizzly Flats 95636 38.636102 -120.522149 10 72 Offer A Yes 48.44 Yes Yes Cable 15 Yes Yes Yes Yes Yes No No Yes Two Year No Bank Withdrawal 82.3 5815.15 0 0 3487.68 9302.83 Stayed 3071-VBYPO Male 38 Yes 2 Whittier 90604 33.929704 -118.01208 1 3 Offer E Yes 33.3 No Yes Fiber Optic 12 Yes Yes No No Yes No No Yes Month-to-Month No Bank Withdrawal 89.85 248.4 0 0 99.9 348.3 Joined 3074-GQWYX Male 30 No 0 San Diego 92117 32.825086 -117.199424 0 5 None Yes 46.88 Yes Yes Fiber Optic 59 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.9 357.75 0 0 234.4 592.15 Churned Competitor Competitor made better offer 3077-RSNTJ Female 29 Yes 3 Long Beach 90807 33.830099 -118.182239 9 6 None Yes 5.52 No No Month-to-Month No Credit Card 19.7 113.5 0 0 33.12 146.62 Stayed 3078-ZKNTS Female 45 Yes 1 Rancho Santa Fe 92091 32.99356 -117.207121 7 13 None Yes 5.58 No No Two Year Yes Bank Withdrawal 19.75 246.7 0 0 72.54 319.24 Stayed 3079-BCHLN Male 26 Yes 0 Wishon 93669 37.287758 -119.548156 0 47 Offer B Yes 43.2 No No One Year No Bank Withdrawal 19.9 942.95 0 0 2030.4 2973.35 Stayed 3082-VQXNH Male 62 Yes 0 Hat Creek 96040 40.789799 -121.474529 1 3 Offer E No Yes DSL 4 No Yes No No No No No Yes Month-to-Month No Credit Card 29.8 94.4 0 0 0 94.4 Joined 3082-WQRVY Male 73 Yes 0 Stockton 95203 37.954089 -121.329761 8 14 None Yes 45.76 No No One Year No Credit Card 19.65 228.65 0 0 640.64 869.29 Stayed 3082-YVEKW Female 62 Yes 2 Yucca Valley 92284 34.159534 -116.425984 10 23 None Yes 33.02 Yes Yes DSL 12 Yes No Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 77.15 1759.4 0 0 759.46 2518.86 Stayed 3084-DOWLE Female 47 Yes 0 Citrus Heights 95621 38.69549 -121.307864 8 72 Offer A Yes 43.29 Yes Yes DSL 16 Yes Yes Yes Yes Yes Yes Yes No Two Year No Bank Withdrawal 92 6474.4 0 110 3116.88 9701.28 Stayed 3085-QUOZK Female 55 No 0 Alpine 91901 32.827184 -116.703729 0 1 Offer E Yes 34.48 No Yes Cable 9 No No No No No No No Yes Month-to-Month No Credit Card 43.95 43.95 0 0 34.48 78.43 Churned Attitude Attitude of service provider 3086-RUCRN Female 33 No 0 Paicines 95043 36.525703 -120.952122 0 66 Offer A Yes 43.14 Yes Yes Fiber Optic 20 Yes Yes Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.1 6595 0 0 2847.24 9442.24 Stayed 3088-FVYWK Male 37 Yes 3 Mc Kittrick 93251 35.38381 -119.730885 3 53 Offer B Yes 33.31 Yes No Two Year No Credit Card 25.55 1336.1 37.37 0 1765.43 3064.16 Stayed 3088-LHEFH Female 28 No 0 Pollock Pines 95726 38.733908 -120.453416 0 11 Offer D Yes 10.06 Yes Yes Fiber Optic 48 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 79 929.3 0 0 110.66 1039.96 Stayed 3090-HAWSU Male 44 No 0 Pasadena 91107 34.159007 -118.087353 0 61 None Yes 7.82 Yes Yes Fiber Optic 11 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 111.6 6876.05 0 0 477.02 7353.07 Churned Competitor Competitor offered more data 3090-LETTY Male 54 No 2 San Diego 92130 32.957195 -117.202542 0 2 None Yes 14.88 Yes Yes DSL 12 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 60.95 134.6 0 0 29.76 164.36 Joined 3090-QFUVD Female 48 No 0 Reedley 93654 36.636638 -119.421842 0 1 None Yes 4.09 No No Month-to-Month No Credit Card 20.3 20.3 0 0 4.09 24.39 Joined 3091-FYHKI Male 64 No 0 Harbor City 90710 33.798266 -118.300237 0 1 Offer E No Yes DSL 22 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 35.45 35.45 0 0 0 35.45 Churned Dissatisfaction Network reliability 3092-IGHWF Male 34 Yes 0 San Diego 92130 32.957195 -117.202542 1 67 Offer A Yes 28.4 Yes Yes Cable 10 No Yes Yes No No No No Yes One Year No Bank Withdrawal 87.4 5918.8 0 0 1902.8 7821.6 Churned Competitor Competitor made better offer 3094-JOJAI Male 63 No 0 Maxwell 95955 39.281194 -122.226568 0 18 None Yes 4.38 Yes Yes Fiber Optic 20 No No No No No No No Yes Month-to-Month No Credit Card 74.15 1387 0 0 78.84 1465.84 Stayed 3096-GKWEB Male 42 Yes 0 Bakersfield 93306 35.449881 -118.841442 1 18 None Yes 34.17 Yes Yes Fiber Optic 16 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.75 1691.9 0 0 615.06 2306.96 Stayed 3096-IZETN Female 32 No 0 Lomita 90717 33.794209 -118.317354 0 12 Offer D Yes 42.55 No Yes Fiber Optic 18 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 78.1 947.3 0 0 510.6 1457.9 Churned Attitude Attitude of support person 3096-JRDSO Female 73 Yes 0 Fallbrook 92028 33.362575 -117.299644 5 27 Offer C Yes 10.19 Yes Yes Fiber Optic 27 Yes No No Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 104.3 2867.75 0 0 275.13 3142.88 Churned Competitor Competitor made better offer 3096-WPXBT Female 60 Yes 1 Venice 90291 33.991782 -118.479229 5 61 Offer B Yes 18.26 Yes Yes Fiber Optic 19 Yes Yes Yes No No Yes Yes No One Year Yes Credit Card 100.7 6018.65 0 90 1113.86 7222.51 Stayed 3096-YXENJ Female 25 Yes 0 Danville 94506 37.791481 -121.903253 1 65 None Yes 27.69 Yes Yes Fiber Optic 52 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 107.65 7082.85 0 0 1799.85 8882.7 Stayed 3097-FQTVJ Female 23 No 0 Denair 95316 37.524721 -120.757977 0 41 Offer B Yes 10.09 No No Two Year No Mailed Check 20 810.3 0 0 413.69 1223.99 Stayed 3097-IDVPU Male 51 Yes 2 Los Angeles 90012 34.065875 -118.238728 10 19 Offer D Yes 9.47 Yes Yes DSL 13 No No No No No No No No Month-to-Month No Credit Card 50.1 910.45 0 120 179.93 1210.38 Stayed 3097-NNSPB Female 42 No 0 Valley Ford 94972 38.339996 -122.935056 0 2 Offer E Yes 14.7 No Yes DSL 13 No Yes No No No No No No Month-to-Month Yes Credit Card 49.05 91.1 0 40 29.4 160.5 Churned Competitor Competitor had better devices 3097-NQYSN Male 73 Yes 0 San Jose 95139 37.218705 -121.762429 3 2 None Yes 4.19 Yes Yes Fiber Optic 11 No No No No Yes No No No Month-to-Month Yes Credit Card 86.85 156.35 0 40 8.38 204.73 Churned Competitor Competitor had better devices 3097-PYWXL Female 30 Yes 2 New Cuyama 93254 34.956577 -119.750142 1 4 None Yes 28.55 No No Month-to-Month Yes Bank Withdrawal 19.95 82.9 0 0 114.2 197.1 Stayed 3099-OONVS Male 34 Yes 1 Crockett 94525 38.049292 -122.228415 6 25 Offer C Yes 37.97 No Yes DSL 22 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 54.3 1296.8 0 0 949.25 2246.05 Stayed 3104-OWCGK Male 21 Yes 0 South Dos Palos 93665 36.959731 -120.653519 1 60 Offer B Yes 33.25 No Yes Fiber Optic 52 No Yes Yes No Yes No Yes Yes One Year No Bank Withdrawal 90.95 5453.4 0 0 1995 7448.4 Churned Other Moved 3106-ULWFW Female 32 Yes 0 Fontana 92337 34.049671 -117.468896 0 8 Offer E Yes 26.41 Yes Yes Fiber Optic 16 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 85.2 627.4 0 0 211.28 838.68 Churned Competitor Competitor had better devices 3108-PCCGG Male 75 Yes 0 Redwood Valley 95470 39.298065 -123.25211 3 72 Offer A Yes 16.72 Yes Yes Cable 9 Yes Yes Yes No Yes Yes No Yes Two Year No Credit Card 84.45 5899.85 0 0 1203.84 7103.69 Stayed 3113-IWHLC Male 24 No 0 Strathmore 93267 36.141319 -119.129075 0 5 None Yes 41.29 No Yes DSL 51 Yes No Yes No No No No Yes Month-to-Month Yes Credit Card 55.8 274.35 0 0 206.45 480.8 Stayed 3115-CZMZD Male 24 No 0 Independence 93526 36.869584 -118.189241 0 10 None Yes 13.16 No No Two Year No Credit Card 20.25 202.5 0 0 131.6 334.1 Stayed 3115-JPJDD Female 43 Yes 0 Ventura 93003 34.279221 -119.221437 1 59 None Yes 29.6 No Yes Fiber Optic 12 Yes No Yes No No No No Yes One Year Yes Credit Card 81.25 4639.45 0 0 1746.4 6385.85 Stayed 3118-UHVVQ Female 41 Yes 0 Calpine 96124 39.672813 -120.456699 8 68 Offer A Yes 17.12 Yes No Two Year No Credit Card 25.8 1911.5 0 0 1164.16 3075.66 Stayed 3120-FAZKD Male 19 Yes 2 El Portal 95318 37.654551 -119.822984 7 54 Offer B Yes 41.58 Yes No Two Year Yes Bank Withdrawal 24.05 1230.9 0 0 2245.32 3476.22 Stayed 3125-RAHBV Male 24 No 0 Rocklin 95765 38.823278 -121.281856 0 22 Offer D Yes 23.03 No No One Year No Credit Card 20.3 467.15 0 0 506.66 973.81 Stayed 3126-WQMGH Female 19 Yes 0 Yorba Linda 92887 33.884073 -117.732197 6 49 None Yes 28.42 Yes Yes DSL 41 No No No No No No Yes No Month-to-Month Yes Credit Card 52.15 2583.75 0 50 1392.58 4026.33 Stayed 3128-YOVTD Female 29 Yes 2 Forbestown 95941 39.531028 -121.24807 6 51 None Yes 2.53 No Yes Fiber Optic 71 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.15 4018.55 0 0 129.03 4147.58 Stayed 3129-AAQOU Female 50 Yes 2 Trabuco Canyon 92679 33.631119 -117.567346 4 19 Offer D Yes 38.43 Yes No Two Year No Credit Card 25.6 485.9 0 0 730.17 1216.07 Stayed 3130-ICDUP Female 56 No 1 Hercules 94547 37.991259 -122.214945 0 2 None Yes 5.3 Yes Yes Fiber Optic 11 Yes No No No No No No Yes Month-to-Month No Credit Card 80.55 188.1 0 0 10.6 198.7 Joined 3131-NWVFJ Female 56 Yes 0 Pioneer 95666 38.546999 -120.271114 9 14 None Yes 19.03 No No One Year No Mailed Check 19.55 294.5 0 0 266.42 560.92 Stayed 3132-TVFDZ Male 70 Yes 0 Glendale 91202 34.167926 -118.267539 1 57 None No Yes Cable 3 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 44.85 2572.95 12.07 0 0 2560.88 Churned Attitude Attitude of support person 3133-PZNSR Male 25 Yes 3 Belmont 94002 37.509366 -122.306132 1 72 None Yes 20.79 Yes Yes Fiber Optic 59 Yes Yes No Yes No Yes Yes Yes Two Year Yes Credit Card 97.75 6991.6 0 0 1496.88 8488.48 Stayed 3134-DSHVC Female 49 No 0 Stockton 95205 37.965695 -121.260051 0 63 None Yes 23.62 Yes Yes Fiber Optic 21 Yes Yes Yes No Yes No No Yes Two Year No Credit Card 98 6218.45 0 0 1488.06 7706.51 Stayed 3137-LUPIX Female 58 No 0 Yucca Valley 92284 34.159534 -116.425984 0 4 None Yes 1.1 Yes Yes Cable 19 No No No Yes Yes No No Yes Month-to-Month Yes Credit Card 64.4 253 0 0 4.4 257.4 Stayed 3137-NYQQI Male 32 Yes 0 Palmdale 93550 34.536232 -118.082935 2 17 Offer D Yes 45.35 No Yes DSL 11 Yes Yes No No No Yes Yes Yes One Year No Credit Card 64.8 1175.6 0 0 770.95 1946.55 Stayed 3138-BKYAV Male 61 No 0 Kerman 93630 36.727418 -120.123526 0 6 None Yes 11.97 No Yes Fiber Optic 27 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.35 489.45 0 0 71.82 561.27 Churned Attitude Attitude of service provider 3143-ILDAL Male 21 No 0 El Monte 91732 34.074492 -118.01462 0 56 None Yes 25.41 Yes Yes Fiber Optic 51 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.45 5124.6 0 0 1422.96 6547.56 Churned Attitude Attitude of support person 3143-JQEGI Female 52 Yes 0 San Diego 92126 32.886925 -117.152162 1 13 None Yes 17.83 No Yes Fiber Optic 10 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 88.35 1222.8 0 0 231.79 1454.59 Churned Competitor Competitor made better offer 3144-AUDBS Female 59 Yes 0 Calexico 92231 32.690654 -115.431225 1 6 Offer E Yes 6.94 No Yes DSL 28 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 49.15 270.8 0 0 41.64 312.44 Churned Competitor Competitor had better devices 3144-KMTWZ Male 40 Yes 0 Whittier 90606 33.976678 -118.065875 8 71 Offer A Yes 26.56 Yes Yes Fiber Optic 7 No Yes Yes No No Yes Yes No Month-to-Month Yes Bank Withdrawal 93.25 6669.45 0 90 1885.76 8645.21 Stayed 3146-JTQHR Male 23 Yes 0 San Bruno 94066 37.624436 -122.430661 3 10 Offer D Yes 39.35 No No One Year No Bank Withdrawal 19.6 189.45 0 0 393.5 582.95 Stayed 3146-MSEGF Female 71 Yes 0 Paramount 90723 33.897122 -118.164432 1 72 Offer A Yes 20.48 Yes Yes DSL 6 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 88.05 6425.65 0 0 1474.56 7900.21 Stayed 3148-AOIQT Female 23 Yes 0 Sacramento 95837 38.691607 -121.602284 10 69 None Yes 45.12 Yes No Two Year Yes Credit Card 24.95 1718.35 0 0 3113.28 4831.63 Stayed 3148-BLQJT Male 33 No 0 Fallbrook 92028 33.362575 -117.299644 0 1 Offer E Yes 16.81 No No Month-to-Month No Credit Card 20.1 20.1 0 0 16.81 36.91 Churned Competitor Competitor made better offer 3154-CFSZG Male 57 Yes 1 Modesto 95351 37.621458 -121.012295 3 47 None Yes 38.25 No Yes Fiber Optic 20 Yes No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 90.05 4137.2 0 0 1797.75 5934.95 Stayed 3154-HMWUU Male 28 Yes 0 Winters 95694 38.578604 -122.024579 9 60 Offer B Yes 31.29 No No Two Year Yes Bank Withdrawal 20.5 1198.8 0 0 1877.4 3076.2 Stayed 3156-QLHBO Male 58 No 1 San Jose 95136 37.270938 -121.851046 0 2 None Yes 21.18 No No Month-to-Month No Credit Card 19.25 48.35 0 0 42.36 90.71 Joined 3158-MOERK Female 57 No 0 Hayward 94545 37.62984 -122.120843 0 2 None Yes 48.34 Yes Yes Fiber Optic 28 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96 174.8 0 0 96.68 271.48 Churned Competitor Competitor offered more data 3160-TYXLT Male 37 No 0 Palmdale 93552 34.557711 -118.029441 0 53 Offer B No Yes DSL 24 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 46.3 2546.85 0 0 0 2546.85 Stayed 3161-GETRM Male 61 Yes 3 Soledad 93960 36.414216 -121.360597 10 34 Offer C Yes 20.05 Yes Yes Fiber Optic 57 No No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 90.05 3097 0 0 681.7 3778.7 Stayed 3161-ONRWK Male 35 Yes 0 Hydesville 95547 40.557314 -124.081662 4 60 Offer B Yes 43.57 No Yes DSL 30 Yes Yes Yes Yes No No No Yes One Year Yes Bank Withdrawal 65.85 3928.3 0 0 2614.2 6542.5 Stayed 3162-KKZXO Female 75 No 0 Citrus Heights 95610 38.69508 -121.271616 0 55 None Yes 29.6 Yes Yes Fiber Optic 3 No No Yes No Yes Yes No Yes One Year Yes Bank Withdrawal -2 5409.75 0 0 1628 7037.75 Stayed 3162-ZJZFU Male 25 Yes 2 Mill Creek 96061 40.331975 -121.460674 5 53 None Yes 24.33 No Yes Fiber Optic 52 No Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 92.55 4779.45 0 0 1289.49 6068.94 Stayed 3164-AALRN Male 39 No 0 Greenwood 95635 38.921333 -120.897718 0 5 None Yes 45.25 No Yes DSL 22 No No Yes No Yes Yes Yes No One Year Yes Credit Card 70 347.4 0 10 226.25 583.65 Churned Competitor Competitor had better devices 3164-YAXFY Male 56 No 0 Coulterville 95311 37.722127 -120.110174 0 57 Offer B No Yes DSL 30 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 53.75 3196 0 0 0 3196 Stayed 3165-HDOEW Male 47 Yes 0 Salida 95368 37.713152 -121.08739 1 1 None Yes 14.9 No Yes DSL 6 No No No No No No No Yes Month-to-Month Yes Credit Card 45.85 45.85 0 0 14.9 60.75 Churned Other Don't know 3166-PNEOF Female 57 No 0 Walnut Creek 94596 37.900662 -122.052782 0 61 Offer B Yes 4.51 Yes Yes Cable 24 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 86.45 5175.3 0 0 275.11 5450.41 Stayed 3167-SNQPL Male 71 Yes 1 Pine Valley 91962 32.800671 -116.483363 9 38 None Yes 28.3 Yes Yes Fiber Optic 27 No Yes No No Yes Yes No Yes One Year No Bank Withdrawal 101.15 3741.85 0 0 1075.4 4817.25 Stayed 3170-GWYKC Female 30 No 0 Vernalis 95385 37.609095 -121.263381 0 60 None Yes 22.88 No Yes Fiber Optic 48 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.95 6236.75 0 0 1372.8 7609.55 Stayed 3170-NMYVV Female 37 Yes 0 Compton 90222 33.912246 -118.236773 5 50 Offer B Yes 26.95 No No Two Year No Bank Withdrawal 20.15 930.9 0 0 1347.5 2278.4 Stayed 3173-NVMPX Female 51 Yes 3 Newport Beach 92663 33.62251 -117.927024 1 9 None Yes 23.36 Yes Yes DSL 22 No Yes No No No No No Yes Month-to-Month Yes Credit Card 55.3 501.2 0 0 210.24 711.44 Stayed 3173-WSSUE Female 22 Yes 2 Canoga Park 91304 34.224377 -118.632656 5 71 None Yes 22.36 No No Two Year No Credit Card 19.7 1415.85 0 0 1587.56 3003.41 Stayed 3174-AKMAS Female 61 Yes 0 Hume 93628 36.807595 -118.901544 1 46 None Yes 37.02 No Yes DSL 6 No Yes No Yes Yes No No Yes Two Year Yes Credit Card 64.2 3009.5 0 0 1702.92 4712.42 Stayed 3174-RKMOW Male 24 Yes 3 Glendale 91201 34.17051 -118.289463 8 35 None Yes 48.3 Yes Yes Fiber Optic 73 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 109.95 3782.4 31.9 0 1690.5 5441 Stayed 3177-LASXD Female 43 No 0 Westmorland 92281 33.03679 -115.60503 0 1 None Yes 40.4 No Yes Cable 13 No No No No No No No No Month-to-Month No Bank Withdrawal 71.35 71.35 0 0 40.4 111.75 Churned Dissatisfaction Poor expertise of phone support 3178-CIFOT Female 34 No 0 Amador City 95601 38.431407 -120.8421 0 23 Offer D Yes 10.41 No No One Year Yes Credit Card 19.65 478.1 0 0 239.43 717.53 Stayed 3178-FESZO Female 45 No 0 Clements 95227 38.227285 -121.02789 0 1 Offer E Yes 20.23 Yes Yes Fiber Optic 17 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 100.25 100.25 0 0 20.23 120.48 Churned Other Don't know 3179-GBRWV Male 79 Yes 0 San Gabriel 91775 34.114772 -118.089431 5 21 None Yes 42.95 No Yes DSL 30 Yes Yes No No No Yes No Yes One Year Yes Bank Withdrawal -3 1339.8 0 0 901.95 2241.75 Stayed 3181-MIZBN Male 40 Yes 1 Jenner 95450 38.505995 -123.187019 2 16 None Yes 31.99 No No Month-to-Month No Bank Withdrawal 19.75 313.4 0 0 511.84 825.24 Stayed 3181-VTHOE Male 19 Yes 0 Browns Valley 95918 39.292334 -121.320597 10 70 None No Yes DSL 41 No Yes Yes Yes No Yes Yes No One Year Yes Bank Withdrawal 51.05 3635.15 0 120 0 3755.15 Stayed 3186-AJIEK Male 44 No 0 Apple Valley 92308 34.424926 -117.184503 0 66 None Yes 30.96 No Yes Fiber Optic 11 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.65 6844.5 0 0 2043.36 8887.86 Stayed 3186-BAXNB Female 20 No 0 Cottonwood 96022 40.336392 -122.448533 0 1 Offer E Yes 17.23 No Yes Fiber Optic 52 No Yes No Yes Yes No Yes Yes Month-to-Month No Bank Withdrawal 91.7 91.7 0 0 17.23 108.93 Churned Attitude Attitude of service provider 3190-FZATL Male 49 No 5 Lakeside 92040 32.909873 -116.906774 0 14 None Yes 40.66 No No Month-to-Month No Credit Card 19.95 268.4 0 0 569.24 837.64 Stayed 3190-ITQXP Female 42 Yes 1 Ceres 95307 37.553469 -120.952825 7 46 None Yes 27.65 No No Two Year No Bank Withdrawal 20.25 890.35 0 0 1271.9 2162.25 Stayed 3190-XFANI Male 42 No 0 Happy Camp 96039 41.831901 -123.487478 0 49 None Yes 18.97 Yes Yes Fiber Optic 3 No No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 100.6 5069.65 0 0 929.53 5999.18 Churned Competitor Competitor offered more data 3191-CSNMG Female 57 Yes 1 Upland 91784 34.141146 -117.655583 5 3 Offer E Yes 23.72 No Yes Fiber Optic 17 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 80.7 239.45 0 0 71.16 310.61 Joined 3192-LNKRK Male 63 Yes 1 San Joaquin 93660 36.600193 -120.153393 10 34 None Yes 5.65 No Yes Fiber Optic 26 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 84.05 2909.95 0 0 192.1 3102.05 Stayed 3192-NQECA Male 26 Yes 0 Santa Monica 90403 34.031529 -118.491156 4 68 Offer A Yes 14.79 Yes Yes Fiber Optic 47 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110 7611.85 0 0 1005.72 8617.57 Churned Competitor Competitor had better devices 3194-ORPIK Female 59 Yes 0 San Diego 92113 32.697098 -117.116587 1 50 None Yes 35.33 Yes Yes Fiber Optic 17 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.4 4116.15 0 0 1766.5 5882.65 Churned Competitor Competitor had better devices 3195-TQDZX Male 19 No 0 Elk Creek 95939 39.53222 -122.594879 0 3 None Yes 1.57 No No Month-to-Month Yes Bank Withdrawal 20.25 61.45 0 0 4.71 66.16 Joined 3196-NVXLZ Female 23 No 0 Orange Cove 93646 36.633498 -119.298895 0 25 Offer C Yes 9.57 Yes Yes Fiber Optic 59 No No No No Yes No No Yes Month-to-Month Yes Credit Card 84.6 2088.05 0 0 239.25 2327.3 Stayed 3197-ARFOY Female 67 No 0 Ontario 91761 34.035602 -117.591528 0 19 None Yes 7.95 No Yes Fiber Optic 12 Yes Yes No Yes Yes Yes No No One Year Yes Mailed Check 105 2007.25 0 20 151.05 2178.3 Stayed 3197-NNYNB Male 47 No 0 Jolon 93928 35.930782 -121.189757 0 65 Offer B Yes 27.75 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes Two Year No Credit Card -3 6631.85 0 0 1803.75 8435.6 Stayed 3198-VELRD Female 47 Yes 0 Marina Del Rey 90292 33.977468 -118.445475 1 3 None Yes 38.09 Yes Yes Fiber Optic 30 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.75 264.85 0 0 114.27 379.12 Churned Competitor Competitor had better devices 3199-NPKCN Female 39 Yes 0 Menlo Park 94025 37.449551 -122.183762 1 67 None Yes 35.03 Yes Yes Fiber Optic 23 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 111.25 7511.65 0 0 2347.01 9858.66 Stayed 3199-XGZCY Female 51 No 0 Granada Hills 91344 34.291273 -118.505104 0 8 None Yes 18.82 Yes Yes Fiber Optic 3 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.25 576.7 0 0 150.56 727.26 Stayed 3200-MNQTF Male 38 Yes 0 Raisin City 93652 36.594542 -119.905245 8 67 None Yes 28.06 Yes Yes DSL 15 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 70.9 4677.1 0 0 1880.02 6557.12 Stayed 3205-MXZRA Male 47 No 0 Standish 96128 40.346634 -120.386422 0 26 Offer C Yes 3.26 No Yes DSL 6 No No No Yes Yes No No Yes One Year No Credit Card 59.45 1507 0 0 84.76 1591.76 Stayed 3207-OYBWH Male 74 Yes 0 Newport Beach 92661 33.601309 -117.902304 1 57 None Yes 49.91 Yes Yes Fiber Optic 21 No Yes Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 95.25 5427.05 12.59 0 2844.87 8259.33 Churned Attitude Attitude of support person 3208-YPIOE Male 64 No 0 La Mesa 91942 32.782501 -117.01611 0 39 Offer C Yes 36.17 Yes Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month No Bank Withdrawal 75.25 3017.65 0 0 1410.63 4428.28 Churned Competitor Competitor made better offer 3209-ZPKFI Male 28 Yes 1 Borrego Springs 92004 33.200369 -116.192313 1 47 Offer B Yes 39.25 Yes Yes DSL 26 No Yes No No No No Yes Yes Month-to-Month No Bank Withdrawal 54.25 2538.2 0 0 1844.75 4382.95 Stayed 3211-AAPKX Male 26 No 0 Woodland 95776 38.694081 -121.694431 0 20 None Yes 23.22 Yes Yes Fiber Optic 59 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Mailed Check 98.55 2031.95 0 0 464.4 2496.35 Stayed 3211-ILJTT Male 35 Yes 0 Taft 93268 35.184837 -119.402525 1 17 None Yes 13.68 No Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.4 1214.05 0 0 232.56 1446.61 Churned Competitor Competitor had better devices 3212-KXOCR Male 62 No 0 Inglewood 90302 33.975332 -118.355252 0 52 None Yes 28.3 No No Two Year No Bank Withdrawal 21 1107.2 0 0 1471.6 2578.8 Stayed 3213-VVOLG Male 22 Yes 2 Sun City 92585 33.739412 -117.173334 3 10 None Yes 36.37 Yes No Two Year No Credit Card 25.35 253.5 0 0 363.7 617.2 Stayed 3214-IYUUQ Female 19 Yes 0 Pine Grove 95665 38.400264 -120.641274 0 61 None Yes 10.21 No Yes Fiber Optic 69 Yes Yes No Yes No Yes Yes Yes One Year No Bank Withdrawal 93.7 5860.7 0 0 622.81 6483.51 Stayed 3217-FZDMN Female 66 No 0 Los Angeles 90001 33.973616 -118.24902 0 8 Offer E Yes 5.21 No Yes Fiber Optic 8 No No Yes No Yes Yes No Yes Month-to-Month Yes Credit Card 94.45 742.95 0 0 41.68 784.63 Churned Competitor Competitor had better devices 3219-JQRSL Female 70 Yes 0 Monterey Park 91755 34.049172 -118.115022 1 72 None Yes 24.44 Yes Yes DSL 13 Yes Yes Yes Yes Yes Yes No Yes Two Year No Credit Card 89.1 6352.4 0 0 1759.68 8112.08 Stayed 3221-CJMSG Male 45 No 0 Mira Loma 91752 33.999992 -117.535395 0 24 None Yes 2.33 No Yes DSL 2 No No No Yes No No No Yes Month-to-Month Yes Credit Card 51.1 1269.6 0 0 55.92 1325.52 Stayed 3223-DWFIO Male 77 No 0 Forks Of Salmon 96031 41.232128 -123.194748 0 4 None Yes 30.11 No Yes Fiber Optic 25 No No No No No No No Yes Two Year No Bank Withdrawal 69.35 261.65 0 0 120.44 382.09 Stayed 3223-WZWJM Male 36 No 0 Petrolia 95558 40.274302 -124.210902 0 26 None Yes 14.3 Yes Yes Fiber Optic 20 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 83.95 2254.2 0 0 371.8 2626 Churned Competitor Competitor offered higher download speeds 3224-DFQNQ Female 59 Yes 0 Carmel Valley 93924 36.414611 -121.6386 10 66 None Yes 37.38 Yes Yes Fiber Optic 8 Yes Yes No Yes No No No Yes One Year No Bank Withdrawal 89 5898.6 0 0 2467.08 8365.68 Stayed 3227-WLKLI Female 52 Yes 3 San Francisco 94112 37.720498 -122.443119 1 65 None Yes 10.11 Yes Yes Cable 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 91.55 5963.95 0 0 657.15 6621.1 Stayed 3229-USWAR Female 40 No 0 San Francisco 94129 37.797526 -122.464531 0 34 Offer C Yes 5.32 No Yes DSL 23 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 79.95 2727.3 0 0 180.88 2908.18 Stayed 3230-IUALN Female 41 Yes 0 Eureka 95501 40.796621 -124.15428 10 45 None Yes 26.01 No Yes Cable 29 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 81 3533.6 0 0 1170.45 4704.05 Stayed 3230-JCNZS Female 43 Yes 2 San Francisco 94107 37.768881 -122.395521 4 71 Offer A Yes 15.73 Yes Yes Fiber Optic 17 Yes Yes Yes No Yes No No Yes Two Year Yes Credit Card 99 7061.65 0 0 1116.83 8178.48 Stayed 3230-WYKIR Male 36 No 0 San Francisco 94110 37.750021 -122.415201 0 18 None Yes 12.5 Yes Yes DSL 5 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 82 1425.45 0 0 225 1650.45 Churned Dissatisfaction Product dissatisfaction 3234-VKACU Male 21 No 0 Sunol 94586 37.587494 -121.862856 0 2 None Yes 23.52 No Yes DSL 48 No No No Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal -8 132.4 0 0 47.04 179.44 Joined 3235-ETOOB Male 51 Yes 0 San Diego 92109 32.787836 -117.232376 1 8 None Yes 47.91 No Yes Fiber Optic 23 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.5 609.9 0 0 383.28 993.18 Churned Competitor Competitor made better offer 3237-AJGEH Female 43 Yes 1 Bridgeville 95526 40.372532 -123.525626 1 3 None No Yes DSL 19 No No No Yes No No No No Month-to-Month Yes Credit Card 31 95.05 0 20 0 115.05 Churned Dissatisfaction Poor expertise of online support 3239-TPHPZ Female 60 Yes 0 Chula Vista 91910 32.636792 -117.054989 10 12 Offer D Yes 40.34 No No Two Year Yes Bank Withdrawal 20.05 264.55 0 0 484.08 748.63 Stayed 3243-ZHOHY Female 35 No 0 Escondido 92025 33.081478 -117.033814 0 16 Offer D Yes 20.65 No No One Year No Credit Card 20.1 296.15 0 0 330.4 626.55 Stayed 3244-CQPHU Female 77 No 0 Berkeley 94710 37.872902 -122.303708 0 72 Offer A Yes 14.12 Yes Yes Fiber Optic 23 Yes Yes No Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 110.1 7746.7 44.81 0 1016.64 8718.53 Stayed 3244-DCJWY Female 27 No 0 Bakersfield 93312 35.392599 -119.245341 0 1 Offer E Yes 23 No Yes Fiber Optic 59 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.25 70.25 0 0 23 93.25 Churned Competitor Competitor had better devices 3247-MHJKM Male 27 No 0 Upland 91784 34.141146 -117.655583 0 1 None Yes 42.15 No No Month-to-Month No Mailed Check 20.2 20.2 0 0 42.15 62.35 Joined 3247-ZVOUO Male 77 Yes 0 Downey 90240 33.956228 -118.120993 0 10 Offer D Yes 6.01 Yes Yes Fiber Optic 27 No No No No No Yes No Yes Month-to-Month No Bank Withdrawal 85.55 851.75 0 0 60.1 911.85 Churned Attitude Attitude of support person 3249-VHRIP Female 38 No 0 Fiddletown 95629 38.513484 -120.704613 0 62 Offer B No Yes Cable 30 No Yes Yes No No Yes Yes Yes Two Year Yes Credit Card 43.6 2748.7 0 0 0 2748.7 Stayed 3249-ZPQRG Male 28 No 0 Diamond Springs 95619 38.683605 -120.811852 0 4 Offer E Yes 42.06 Yes Yes Fiber Optic 58 No Yes No No No No Yes Yes Month-to-Month No Bank Withdrawal 78.45 330.05 0 0 168.24 498.29 Churned Competitor Competitor made better offer 3251-YMVWZ Male 34 No 0 San Andreas 95249 38.196497 -120.61689 0 53 Offer B Yes 39.37 Yes No One Year No Bank Withdrawal 24.05 1301.9 0 0 2086.61 3388.51 Stayed 3253-HKOKL Female 31 Yes 2 Elk Grove 95758 38.35363 -121.44195 7 52 None Yes 7.99 No Yes Fiber Optic 19 Yes No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 100.3 5244.45 0 0 415.48 5659.93 Stayed 3254-YRILK Male 74 No 0 Dobbins 95935 39.381174 -121.21191 0 19 Offer D Yes 39.97 Yes Yes Fiber Optic 9 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 88.2 1775.8 0 0 759.43 2535.23 Churned Competitor Competitor had better devices 3255-GRXMG Male 58 No 2 Playa Del Rey 90293 33.947305 -118.439841 0 18 Offer D Yes 34.07 No Yes DSL 28 No No No No No No No No Month-to-Month Yes Credit Card 45.65 747.2 0 40 613.26 1400.46 Stayed 3256-EZDBI Male 71 Yes 0 Greenville 95947 40.160386 -120.835428 1 51 Offer B No Yes DSL 21 No Yes No No No No No Yes Month-to-Month Yes Credit Card 29.45 1459.35 0 0 0 1459.35 Stayed 3258-SANFR Male 69 No 0 Big Oak Flat 95305 37.818589 -120.256995 0 6 Offer E Yes 19.74 No Yes DSL 7 No No No No No No No Yes Month-to-Month No Credit Card 44.7 276.5 0 0 118.44 394.94 Stayed 3258-SYSWS Male 75 No 0 Lakeside 92040 32.909873 -116.906774 0 72 None Yes 24.67 Yes Yes Fiber Optic 26 Yes Yes Yes Yes Yes Yes No Yes Two Year No Bank Withdrawal 113.8 7845.8 0 0 1776.24 9622.04 Stayed 3258-ZKPAI Male 26 Yes 1 Sacramento 95815 38.608405 -121.449942 7 72 None Yes 21.29 Yes Yes Fiber Optic 52 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 116.6 8337.45 26.7 0 1532.88 9843.63 Stayed 3259-FDWOY Male 60 Yes 0 Elk Grove 95758 38.35363 -121.44195 3 71 Offer A Yes 47.34 Yes Yes Fiber Optic 12 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 106 7723.7 0 0 3361.14 11084.84 Churned Competitor Competitor offered higher download speeds 3259-KNMRR Male 72 No 0 Montrose 91020 34.2112 -118.230625 0 57 Offer B Yes 9.1 Yes Yes DSL 16 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 79.75 4438.2 0 0 518.7 4956.9 Stayed 3259-QMXUN Male 38 Yes 0 Campo Seco 95226 38.233879 -120.861666 3 58 Offer B Yes 22.14 Yes Yes DSL 2 Yes Yes Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 86.1 4890.5 0 110 1284.12 6284.62 Stayed 3261-CQXOL Female 33 Yes 2 Concord 94521 37.971421 -121.971504 0 71 Offer A Yes 4.15 Yes No Two Year No Bank Withdrawal 25.45 1813.35 0 0 294.65 2108 Stayed 3262-EIDHV Female 46 Yes 1 Inglewood 90304 33.936827 -118.359824 1 72 Offer A Yes 24.9 Yes Yes DSL 19 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 84.7 5893.9 0 0 1792.8 7686.7 Stayed 3266-FTKHB Male 35 No 0 Beale Afb 95903 39.125311 -121.392283 0 17 None Yes 27.66 No No Two Year No Credit Card 19.15 343.45 28.63 0 470.22 785.04 Stayed 3269-ATYWD Male 79 No 0 San Francisco 94123 37.800254 -122.436975 0 39 Offer C Yes 41.93 Yes Yes Fiber Optic 23 No No No No Yes Yes No No Month-to-Month Yes Bank Withdrawal 95.65 3759.05 0 150 1635.27 5544.32 Churned Other Don't know 3272-VUHPV Female 24 Yes 1 Whittier 90602 33.972119 -118.020188 10 8 None Yes 31.86 No Yes Cable 59 No Yes No Yes No No No No Month-to-Month No Bank Withdrawal 56.3 401.5 0 30 254.88 686.38 Stayed 3274-NSDWE Female 37 No 0 Ivanhoe 93235 36.385818 -119.224243 0 68 None Yes 32.99 No No Two Year No Credit Card 19.6 1441.65 0 0 2243.32 3684.97 Stayed 3275-RHRNE Male 58 Yes 3 Keeler 93530 36.560498 -117.962461 8 28 None No Yes DSL 52 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 60 1682.05 0 0 0 1682.05 Stayed 3276-HDUEG Female 23 No 0 Temecula 92592 33.507255 -117.029473 0 1 Offer E Yes 32.86 Yes Yes Fiber Optic 58 No No No No No No No Yes Month-to-Month Yes Mailed Check 75.05 75.05 0 0 32.86 107.91 Churned Competitor Competitor made better offer 3278-FSIXX Female 34 No 0 Blue Lake 95525 40.94338 -123.831799 0 2 Offer E Yes 39.5 No Yes Cable 26 No No No No No No No Yes Month-to-Month Yes Credit Card 45.25 74.2 0 0 79 153.2 Joined 3279-DYZQM Male 21 Yes 3 Santa Clarita 91350 34.502432 -118.41459 6 71 None Yes 11.3 No No Two Year No Mailed Check 19.45 1378.45 0 0 802.3 2180.75 Stayed 3280-MRDOF Male 69 No 0 Los Angeles 90067 34.057496 -118.413959 0 30 None Yes 19.92 Yes Yes DSL 30 No No Yes Yes Yes No No Yes Two Year Yes Credit Card 69.1 2093.9 21.08 0 597.6 2670.42 Stayed 3280-NMUVX Male 53 Yes 0 Rio Vista 94571 38.148862 -121.737696 7 34 None Yes 26.03 No No One Year No Credit Card 19.6 678.8 0 0 885.02 1563.82 Stayed 3282-ZISZV Male 56 No 0 South El Monte 91733 34.04622 -118.053753 0 32 None Yes 37.48 Yes Yes DSL 15 No Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 83.7 2633.3 0 0 1199.36 3832.66 Stayed 3283-WCWXT Male 58 Yes 3 Los Angeles 90027 34.127194 -118.295647 8 6 Offer E Yes 31.73 Yes No Two Year No Mailed Check 25.4 153.3 0 0 190.38 343.68 Stayed 3284-SVCRO Female 35 Yes 0 Sunol 94586 37.587494 -121.862856 6 45 Offer B Yes 42.32 Yes No Two Year No Credit Card 25.5 1121.05 0 0 1904.4 3025.45 Stayed 3285-UCQVC Female 31 No 0 Seaside 93955 36.625114 -121.823565 0 37 None No Yes DSL 10 No No No Yes No No No Yes Month-to-Month No Credit Card 28.6 973.55 0 0 0 973.55 Churned Other Don't know 3292-PBZEJ Male 75 No 0 Greenview 96037 41.528541 -122.955018 0 11 None Yes 2.63 Yes Yes Fiber Optic 13 No Yes Yes Yes Yes Yes No No Two Year Yes Bank Withdrawal 111.4 1183.05 0 40 28.93 1251.98 Stayed 3295-YVUSR Male 73 No 0 Glendale 91202 34.167926 -118.267539 0 2 None Yes 15.19 Yes Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Mailed Check 72.6 154.3 0 0 30.38 184.68 Joined 3296-SILRA Female 76 Yes 0 Lakeport 95453 39.080469 -122.955176 6 1 None Yes 41.16 No Yes Fiber Optic 6 No Yes No No No No No Yes Month-to-Month Yes Mailed Check 76.4 76.4 0 0 41.16 117.56 Churned Attitude Attitude of support person 3298-QEICA Female 27 Yes 0 Fountain Valley 92708 33.712036 -117.950113 10 23 None No Yes DSL 42 Yes No No Yes No No No Yes Two Year No Credit Card 34.6 813.45 0 0 0 813.45 Stayed 3301-LSLWQ Female 32 No 0 Vallejo 94592 38.093701 -122.276589 0 29 None Yes 17.87 Yes Yes Cable 26 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 66.1 1912.15 0 0 518.23 2430.38 Stayed 3301-VKTGC Male 27 Yes 1 Huron 93234 36.217864 -120.080117 1 68 None Yes 29.67 Yes Yes Fiber Optic 85 Yes Yes No No No No No Yes One Year Yes Bank Withdrawal 85.5 5696.6 0 0 2017.56 7714.16 Stayed 3307-TLCUD Male 36 Yes 0 Los Angeles 90001 33.973616 -118.24902 1 17 None No Yes Cable 10 Yes No Yes No No No No Yes Month-to-Month No Mailed Check 34.4 592.75 0 0 0 592.75 Stayed 3308-DGHKL Male 54 No 0 Linden 95236 38.047746 -121.030499 0 69 None Yes 17.74 No No Two Year Yes Bank Withdrawal 19.3 1447.9 0 0 1224.06 2671.96 Stayed 3308-JSGML Male 77 Yes 0 Shandon 93461 35.634488 -120.293534 3 59 None No Yes Cable 6 Yes No Yes Yes Yes Yes No Yes Two Year Yes Credit Card 64.05 3886.85 0 0 0 3886.85 Stayed 3308-MHOOC Male 37 No 3 Scotia 95565 40.440636 -124.098739 0 1 None Yes 17.89 No No Month-to-Month Yes Credit Card 19.2 19.2 0 0 17.89 37.09 Joined 3312-UUMZW Male 33 Yes 0 San Jose 95117 37.311088 -121.961786 3 32 None Yes 47.89 Yes Yes Fiber Optic 9 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 98.85 3145.9 0 0 1532.48 4678.38 Stayed 3312-ZWLGF Male 69 Yes 0 Acton 93510 34.501452 -118.207862 0 29 None Yes 10.55 Yes Yes Fiber Optic 2 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 79.3 2414.55 0 0 305.95 2720.5 Stayed 3313-QKNKB Male 24 Yes 0 Pebble Beach 93953 36.587497 -121.944815 0 59 Offer B Yes 6.91 Yes Yes Fiber Optic 52 No No No No No Yes Yes Yes One Year No Bank Withdrawal 85.55 5084.65 0 0 407.69 5492.34 Churned Competitor Competitor offered more data 3315-IKYZQ Male 42 Yes 1 Los Angeles 90035 34.051809 -118.383843 2 28 Offer C No Yes DSL 19 Yes No Yes Yes Yes No No Yes One Year No Credit Card 50.8 1386.8 0 0 0 1386.8 Stayed 3315-TOTBP Male 29 No 0 Mill Creek 96061 40.331975 -121.460674 0 15 Offer D Yes 44.86 Yes Yes Fiber Optic 52 No No No No No No Yes Yes Month-to-Month Yes Mailed Check 76 1130.85 0 0 672.9 1803.75 Churned Dissatisfaction Lack of self-service on Website 3316-UWXUY Male 64 No 0 Burbank 91502 34.177267 -118.31003 0 50 Offer B Yes 40.83 No Yes Fiber Optic 21 Yes Yes No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 93.5 4747.5 0 0 2041.5 6789 Stayed 3317-HRTNN Female 79 No 0 San Diego 92109 32.787836 -117.232376 0 5 None No Yes DSL 15 No No No No Yes Yes No Yes Month-to-Month No Bank Withdrawal 45.7 198 0 0 0 198 Churned Competitor Competitor made better offer 3317-VLGQT Female 50 Yes 0 Wallace 95254 38.192608 -120.957842 7 14 None Yes 4.45 No Yes Fiber Optic 16 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 78.1 1122.4 0 0 62.3 1184.7 Stayed 3318-ISQFQ Female 23 No 0 Newark 94560 37.504133 -122.032347 0 20 Offer D Yes 10.97 No No Month-to-Month Yes Bank Withdrawal 19.5 413 0 0 219.4 632.4 Stayed 3318-NMQXL Male 58 No 0 El Monte 91731 34.079934 -118.046695 0 3 Offer E Yes 15.6 No Yes Fiber Optic 9 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 92 266.8 0 0 46.8 313.6 Joined 3318-OSATS Male 70 No 0 Sierra City 96125 39.600599 -120.636358 0 35 Offer C Yes 35.1 Yes Yes Fiber Optic 29 No No No No Yes Yes No No Month-to-Month Yes Bank Withdrawal 95.45 3474.05 0 80 1228.5 4782.55 Churned Other Don't know 3319-DWOEP Male 69 Yes 0 San Diego 92121 32.898613 -117.202937 0 6 Offer E Yes 47.9 No Yes Fiber Optic 6 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 95.75 573.75 0 0 287.4 861.15 Churned Competitor Competitor made better offer 3320-VEOYC Male 65 No 0 Beverly Hills 90210 34.099891 -118.414338 0 14 None Yes 37.62 Yes Yes Fiber Optic 10 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.6 1273.3 0 0 526.68 1799.98 Stayed 3323-CPBWR Male 61 No 0 Knights Landing 95645 38.875508 -121.765866 0 23 Offer D Yes 8.5 Yes Yes Fiber Optic 6 No No Yes Yes Yes No No Yes Month-to-Month Yes Credit Card 96.9 2085.45 0 0 195.5 2280.95 Stayed 3324-OIRTO Male 23 Yes 3 Glennville 93226 35.735694 -118.738483 1 71 Offer A Yes 14.14 No Yes Fiber Optic 59 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.65 7288.4 0 0 1003.94 8292.34 Stayed 3325-FUYCG Male 58 Yes 0 Five Points 93624 36.397745 -120.119911 1 28 Offer C Yes 9.62 Yes Yes Fiber Optic 24 Yes Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 106.1 2847.4 0 0 269.36 3116.76 Churned Dissatisfaction Service dissatisfaction 3327-YBAKM Female 31 Yes 0 San Diego 92131 32.89325 -117.087091 10 64 None Yes 19.22 No Yes Fiber Optic 21 Yes No No Yes Yes Yes Yes Yes One Year Yes Credit Card 96.9 6314.35 13.37 0 1230.08 7531.06 Stayed 3329-WDIOK Female 56 No 0 Edwards 93523 34.966777 -117.961179 0 3 None No Yes Cable 25 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.6 155.35 0 0 0 155.35 Churned Dissatisfaction Poor expertise of online support 3331-HQDTW Female 23 No 0 San Diego 92130 32.957195 -117.202542 0 34 None Yes 7.99 Yes Yes Fiber Optic 76 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 109.8 3587.25 0 0 271.66 3858.91 Churned Competitor Competitor made better offer 3334-CTHOL Female 51 No 0 Jackson 95642 38.336216 -120.76901 0 1 None Yes 43.49 Yes Yes Cable 4 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.95 49.95 0 0 43.49 93.44 Churned Competitor Competitor had better devices 3336-JORSO Female 70 No 0 Hayward 94542 37.656695 -122.048361 0 33 Offer C Yes 17.24 Yes Yes Fiber Optic 25 No Yes Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 110.45 3655.45 0 70 568.92 4294.37 Churned Dissatisfaction Product dissatisfaction 3338-CVVEH Male 38 No 0 Chula Vista 91913 32.64164 -116.985026 0 12 Offer D Yes 13.88 Yes Yes Fiber Optic 8 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 94.55 1173.55 0 0 166.56 1340.11 Stayed 3339-EAQNV Male 75 Yes 0 Palermo 95968 39.435756 -121.552071 7 72 None Yes 11.23 Yes Yes Fiber Optic 20 No Yes No No Yes Yes Yes Yes One Year Yes Credit Card 97.25 7133.1 0 0 808.56 7941.66 Stayed 3340-QBBFM Male 65 Yes 0 Petaluma 94954 38.235021 -122.557332 9 36 Offer C Yes 47.16 No Yes DSL 28 No No Yes Yes No No No Yes One Year No Credit Card 54.1 1992.85 1.09 0 1697.76 3689.52 Stayed 3345-JHUEO Male 29 No 0 Windsor 95492 38.527297 -122.810044 0 4 None Yes 46.53 No No Month-to-Month Yes Bank Withdrawal 20.2 55.7 0 0 186.12 241.82 Stayed 3345-PBBFH Male 24 Yes 0 Fowler 93625 36.625792 -119.672483 6 8 Offer E Yes 2.38 No Yes DSL 53 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.55 393.45 0 0 19.04 412.49 Stayed 3346-BRMIS Female 70 Yes 0 Bonsall 92003 33.290907 -117.202895 1 18 None No Yes DSL 12 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 48.35 810.7 0 0 0 810.7 Churned Dissatisfaction Service dissatisfaction 3347-YJZZE Male 60 Yes 2 Los Osos 93402 35.279984 -120.824288 6 29 None Yes 6.73 Yes Yes DSL 27 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 80.1 2211.8 0 0 195.17 2406.97 Stayed 3348-CFRNX Female 47 Yes 0 Healdsburg 95448 38.618347 -122.908422 1 28 None Yes 37.66 No Yes Fiber Optic 20 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 92.35 2602.9 0 0 1054.48 3657.38 Churned Price Lack of affordable download/upload speed 3349-ANQNH Female 70 No 0 Del Rey 93616 36.657462 -119.595293 0 59 None Yes 24.27 Yes Yes Fiber Optic 9 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 99.5 5890 0 0 1431.93 7321.93 Stayed 3351-NGXYI Female 70 No 0 San Diego 92106 32.71346 -117.236378 0 16 Offer D Yes 9.72 Yes Yes DSL 29 Yes No No No No No No Yes One Year Yes Bank Withdrawal 54.1 889 0 0 155.52 1044.52 Stayed 3351-NQLDI Female 41 Yes 0 Travis Afb 94535 38.265899 -121.939461 1 67 Offer A Yes 30.94 Yes Yes Fiber Optic 11 Yes No No Yes No Yes Yes Yes One Year Yes Credit Card 94.35 6341.45 0 0 2072.98 8414.43 Churned Price Long distance charges 3352-ALMCK Male 42 No 0 Navarro 95463 39.182916 -123.552571 0 40 None Yes 32.78 Yes Yes Fiber Optic 29 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 102.65 4108.15 0 0 1311.2 5419.35 Stayed 3352-RICWQ Female 45 Yes 2 Davis 95616 38.508735 -121.678813 6 9 Offer E Yes 16.13 No No Two Year No Credit Card 19.75 210.65 0 0 145.17 355.82 Stayed 3354-OADJP Female 37 No 0 Bolinas 94924 37.943087 -122.72379 0 8 None Yes 42.78 No Yes DSL 27 Yes No No Yes No No No Yes One Year No Bank Withdrawal 54.25 447.75 0 0 342.24 789.99 Stayed 3359-DSRKA Female 48 Yes 3 Scott Bar 96085 41.737962 -123.07557 9 58 Offer B Yes 11.81 No No Two Year Yes Credit Card 19.85 1158.85 0 0 684.98 1843.83 Stayed 3363-DTIVD Male 55 Yes 3 Reseda 91335 34.200175 -118.540958 3 71 Offer A Yes 25.02 Yes Yes Fiber Optic 53 Yes No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 105.55 7405.5 0 0 1776.42 9181.92 Stayed 3363-EWLGO Female 33 No 0 Freedom 95019 36.936228 -121.785559 0 5 None Yes 34.8 No No Month-to-Month No Credit Card 19.95 109.6 0 0 174 283.6 Stayed 3365-SAIGS Female 60 No 0 Rancho Santa Fe 92067 33.012751 -117.200617 0 17 None Yes 22.61 No Yes Fiber Optic 19 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 83.55 1329.15 0 0 384.37 1713.52 Stayed 3370-GQEAL Male 63 Yes 2 Indio 92201 33.713891 -116.237257 9 30 None Yes 21.72 Yes Yes Fiber Optic 19 No No No No Yes No No No Month-to-Month No Bank Withdrawal 85.45 2509.95 23.13 120 651.6 3258.42 Stayed 3370-HXOPH Female 50 No 0 Mountain View 94041 37.388349 -122.075299 0 3 None Yes 14.35 Yes Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month No Bank Withdrawal 76.1 257.6 0 0 43.05 300.65 Joined 3372-CDXFJ Male 31 Yes 2 San Quentin 94964 37.942551 -122.491642 8 13 None Yes 48.7 Yes No One Year No Bank Withdrawal 24.5 343.6 0 0 633.1 976.7 Stayed 3372-KWFBM Male 76 No 0 Bayside 95524 40.825486 -124.049485 0 16 None Yes 19.18 Yes Yes Fiber Optic 22 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.6 1281 0 0 306.88 1587.88 Churned Dissatisfaction Network reliability 3373-DIUUN Male 58 Yes 3 Hinkley 92347 34.983808 -117.239306 6 30 None Yes 40 No No Two Year No Credit Card 21.25 711.9 0 0 1200 1911.9 Stayed 3373-YZZYM Male 57 Yes 3 Los Gatos 95030 37.222842 -121.988727 10 1 None Yes 32.78 No No Month-to-Month No Credit Card 19.2 19.2 0 0 32.78 51.98 Joined 3374-LXDEV Female 42 No 0 Pearblossom 93553 34.445239 -117.894868 0 13 Offer D Yes 8.59 Yes Yes Fiber Optic 15 No Yes Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 89.4 1132.35 0 0 111.67 1244.02 Churned Competitor Competitor had better devices 3374-PZLXD Male 31 No 0 Blairsden Graeagle 96103 39.783747 -120.661032 0 34 Offer C Yes 36.52 No No Month-to-Month No Credit Card 19.7 675.6 0 0 1241.68 1917.28 Stayed 3374-TTZTK Male 26 Yes 0 Sun City 92585 33.739412 -117.173334 4 52 None Yes 49.82 No Yes Fiber Optic 51 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 106.3 5487 0 0 2590.64 8077.64 Stayed 3376-BMGFE Female 42 No 1 Monrovia 91016 34.1528 -118.000482 0 4 Offer E Yes 33.5 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.9 273 8.74 0 134 398.26 Churned Dissatisfaction Product dissatisfaction 3378-AJRAO Male 44 Yes 0 Garden Grove 92840 33.787165 -117.931889 7 44 None Yes 32.22 Yes No One Year No Bank Withdrawal 24.85 1013.6 0 0 1417.68 2431.28 Stayed 3384-CTMSF Male 61 Yes 0 Lincoln 95648 38.922812 -121.312005 2 47 Offer B Yes 48.69 Yes Yes Fiber Optic 21 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.1 5135.15 0 0 2288.43 7423.58 Stayed 3387-PLKUI Female 27 Yes 1 San Jose 95119 37.233226 -121.78809 6 13 Offer D Yes 16.74 No No Month-to-Month No Credit Card 18.8 251.25 0 0 217.62 468.87 Stayed 3387-VATUS Male 44 No 0 Aromas 95004 36.878364 -121.629781 0 5 Offer E Yes 40.15 Yes Yes Fiber Optic 19 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.85 462.8 0 0 200.75 663.55 Churned Attitude Attitude of service provider 3389-KTRXV Female 61 Yes 3 Ravendale 96123 40.845738 -120.322219 0 23 None Yes 7.11 Yes No Two Year No Credit Card 23.85 625.65 0 0 163.53 789.18 Stayed 3389-YGYAI Female 79 No 0 Princeton 95970 39.424957 -122.039307 0 8 None Yes 45.16 Yes Yes Fiber Optic 15 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 105.5 829.55 0 0 361.28 1190.83 Churned Price Price too high 3391-JSQEW Male 32 Yes 0 San Jose 95110 37.34667 -121.910019 7 40 None Yes 24.3 No Yes DSL 28 No Yes No No No No No Yes Month-to-Month Yes Credit Card 50.15 2058.5 37.03 0 972 2993.47 Stayed 3392-EHMNK Female 53 Yes 3 Thermal 92274 33.53604 -116.119222 1 67 Offer A Yes 11.4 Yes Yes Fiber Optic 27 No Yes No Yes Yes No No Yes Two Year No Credit Card 94.1 6302.8 0 0 763.8 7066.6 Stayed 3393-FMZPV Female 59 No 0 Elverta 95626 38.734997 -121.463719 0 25 None Yes 36.24 Yes Yes Fiber Optic 3 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.25 2387.75 0 0 906 3293.75 Churned Price Extra data charges 3396-DKDEL Female 45 Yes 3 King City 93930 36.220761 -120.980777 3 70 Offer A Yes 11.36 Yes Yes Fiber Optic 53 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 115.15 8250 0 0 795.2 9045.2 Stayed 3397-AVTKU Male 64 No 0 Mount Hamilton 95140 37.382909 -121.634151 0 43 None Yes 21.64 No Yes DSL 13 No Yes No No No Yes Yes Yes Two Year Yes Bank Withdrawal 60 2548.55 0 0 930.52 3479.07 Stayed 3398-FSHON Female 79 No 0 San Diego 92121 32.898613 -117.202937 0 12 None Yes 34.01 Yes Yes Fiber Optic 18 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 91.3 1094.5 0 0 408.12 1502.62 Churned Competitor Competitor made better offer 3398-GCPMU Female 74 Yes 0 Fullerton 92833 33.877639 -117.961212 4 72 Offer A Yes 5.77 Yes Yes DSL 24 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Credit Card 89.55 6448.85 0 0 415.44 6864.29 Stayed 3398-ZOUAA Male 76 Yes 0 Redwood City 94063 37.499411 -122.196318 1 21 Offer D Yes 19.74 No Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.1 1474.75 0 0 414.54 1889.29 Churned Attitude Attitude of support person 3399-BMLVW Male 40 Yes 0 Whitmore 96096 40.637105 -121.906949 5 51 Offer B Yes 9.53 No Yes DSL 10 Yes Yes No Yes No No No Yes Two Year No Credit Card 60.5 3121.45 0 0 486.03 3607.48 Stayed 3400-ESFUW Male 28 Yes 0 Cupertino 95014 37.306612 -122.080621 1 55 Offer B Yes 8.8 No Yes DSL 48 Yes Yes No Yes No No No No Two Year No Bank Withdrawal 57.55 3046.4 0 60 484 3590.4 Churned Competitor Competitor offered more data 3401-URHDA Male 59 No 0 Emigrant Gap 95715 39.23754 -120.720196 0 51 None Yes 9.85 Yes Yes Cable 3 Yes No No Yes No No No Yes One Year No Credit Card 59.9 3043.6 0 0 502.35 3545.95 Stayed 3402-XRIUO Female 73 Yes 0 Glendale 91201 34.17051 -118.289463 5 22 Offer D Yes 17.22 Yes Yes DSL 25 Yes Yes No Yes No No No Yes Two Year Yes Credit Card 63.55 1381.8 0 0 378.84 1760.64 Stayed 3404-JNXAX Female 40 Yes 2 Ukiah 95482 39.134075 -123.23422 9 51 Offer B Yes 29.56 Yes Yes Fiber Optic 27 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 80.75 4116.9 0 0 1507.56 5624.46 Stayed 3407-JMJQQ Female 22 Yes 1 Oakhurst 93644 37.648647 -119.231447 2 71 None Yes 1.84 Yes Yes Fiber Optic 69 Yes Yes Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 109 7661.8 0 150 130.64 7942.44 Stayed 3407-QGWLG Male 23 No 1 Roseville 95661 38.736685 -121.251984 0 3 None Yes 37.85 No No Month-to-Month Yes Credit Card 20.05 75.45 0 0 113.55 189 Joined 3410-MHHUM Female 40 Yes 2 San Francisco 94111 37.801776 -122.402293 4 44 Offer B Yes 24.71 Yes Yes Fiber Optic 27 No Yes Yes No No Yes Yes No One Year No Bank Withdrawal 94.4 4295.35 0 40 1087.24 5422.59 Stayed 3410-YOQBQ Female 61 No 0 Compton 90221 33.885811 -118.206459 0 31 None Yes 25.57 No Yes DSL 27 No Yes Yes Yes Yes Yes Yes No Two Year No Credit Card 79.2 2497.2 0 70 792.67 3359.87 Stayed 3411-WLRSQ Female 80 Yes 0 Los Angeles 90038 34.088017 -118.327168 3 3 Offer E Yes 39.51 No Yes Fiber Optic 17 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 74.6 239.05 0 30 118.53 387.58 Joined 3413-BMNZE Male 71 No 0 Los Angeles 90037 34.002642 -118.287596 0 1 Offer E Yes 11.89 No Yes DSL 12 No No No No No No No Yes One Year No Bank Withdrawal 45.25 45.25 0 0 11.89 57.14 Joined 3413-CSSTH Male 40 No 0 Stevinson 95374 37.316807 -120.855753 0 41 None Yes 6.6 Yes Yes Cable 3 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 55.7 2237.55 0 0 270.6 2508.15 Stayed 3413-DHLPB Male 57 Yes 1 Oceano 93445 35.059695 -120.604741 1 60 Offer B Yes 2.83 Yes Yes Fiber Optic 19 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.75 5969.95 0 0 169.8 6139.75 Stayed 3415-TAILE Female 21 Yes 2 Johannesburg 93528 35.363339 -117.637641 1 2 None Yes 27.27 No Yes DSL 51 No No No No Yes Yes Yes Yes Month-to-Month No Credit Card 65.7 134.35 0 0 54.54 188.89 Churned Competitor Competitor had better devices 3417-TSCIC Male 19 No 0 Cloverdale 95425 38.801936 -122.938935 0 29 None No Yes DSL 59 No No No No No No No Yes One Year Yes Credit Card 24.85 788.05 0 0 0 788.05 Stayed 3419-SNJJD Female 78 Yes 0 Yorba Linda 92887 33.884073 -117.732197 3 65 Offer B Yes 18.39 Yes Yes Fiber Optic 28 Yes No Yes No Yes Yes No Yes Month-to-Month No Bank Withdrawal 105.25 6786.4 0 0 1195.35 7981.75 Churned Attitude Attitude of support person 3420-YJLQT Female 45 No 0 Alturas 96101 41.468877 -120.54229 0 2 Offer E Yes 25.56 Yes Yes Fiber Optic 6 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 79.55 151.75 0 0 51.12 202.87 Joined 3420-ZDBMA Male 78 No 0 Brea 92821 33.930199 -117.862898 0 5 Offer E Yes 17.13 No Yes Fiber Optic 9 No No No No No No No Yes Two Year Yes Credit Card 71.45 371.6 0 0 85.65 457.25 Stayed 3422-GALYP Male 20 No 0 Phillipsville 95559 40.184094 -123.745487 0 2 Offer E Yes 28.61 Yes Yes Fiber Optic 85 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.45 145.15 0 0 57.22 202.37 Joined 3422-LYEPQ Male 57 Yes 0 Carmel By The Sea 93921 36.554618 -121.922239 1 1 Offer E Yes 18.84 No Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 71 71 0 0 18.84 89.84 Churned Attitude Attitude of support person 3422-WJOYD Male 27 Yes 0 Oakland 94618 37.84551 -122.235181 1 28 None Yes 33.63 No Yes DSL 48 Yes No No Yes No No No No One Year No Credit Card 54.35 1426.45 0 30 941.64 2398.09 Stayed 3423-HHXAO Female 58 Yes 1 Littlerock 93543 34.505273 -117.955054 2 14 None Yes 41.05 No No One Year Yes Credit Card 19.5 272 0 0 574.7 846.7 Stayed 3424-NMNBO Male 78 Yes 0 San Diego 92117 32.825086 -117.199424 1 58 None Yes 49.38 Yes Yes Fiber Optic 19 Yes Yes Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 108.85 6287.25 0 0 2864.04 9151.29 Churned Competitor Competitor made better offer 3426-NIYYL Male 47 No 0 Sausalito 94965 37.848641 -122.515692 0 15 Offer D Yes 3.15 Yes Yes DSL 26 No No No No No No No No Month-to-Month No Bank Withdrawal 51.55 765.5 0 20 47.25 832.75 Churned Attitude Attitude of support person 3427-GGZZI Female 30 Yes 0 Midpines 95345 37.581496 -119.972762 1 19 None Yes 45.37 Yes Yes Fiber Optic 52 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.1 1620.8 0 0 862.03 2482.83 Stayed 3428-MMGUB Male 34 No 0 Rio Nido 95471 38.522328 -122.97932 0 60 None Yes 7.1 Yes Yes Fiber Optic 10 No No Yes No Yes No No Yes Two Year Yes Bank Withdrawal 89.55 5231.2 0 0 426 5657.2 Stayed 3428-XZMAZ Male 64 No 0 Turlock 95382 37.529656 -120.854357 0 1 None Yes 45.86 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.35 69.35 0 0 45.86 115.21 Churned Price Long distance charges 3429-IFLEM Female 48 No 0 Hayward 94544 37.639215 -122.037554 0 71 Offer A Yes 18.2 No Yes DSL 28 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 77.35 5550.1 0 0 1292.2 6842.3 Stayed 3439-GVUSX Male 45 No 0 Lookout 96054 41.280478 -121.160249 0 1 None No Yes DSL 29 No No No No No No No Yes Month-to-Month No Credit Card 24.4 24.4 0 0 0 24.4 Joined 3440-JPSCL Female 26 No 0 Sonoma 95476 38.25485 -122.461799 0 6 None Yes 5.16 No Yes Fiber Optic 59 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Mailed Check 99.95 547.65 0 0 30.96 578.61 Churned Competitor Competitor offered higher download speeds 3441-CGZJH Female 46 Yes 2 Lost Hills 93249 35.637715 -119.893068 8 43 None No Yes DSL 10 Yes No Yes Yes Yes Yes Yes No One Year Yes Credit Card 60.4 2640.55 0 100 0 2740.55 Stayed 3442-ZHHCC Male 60 No 0 Coarsegold 93614 37.212191 -119.749323 0 68 Offer A Yes 1.27 Yes Yes Cable 13 Yes Yes Yes No No Yes Yes Yes One Year Yes Credit Card 76.9 5023 0 0 86.36 5109.36 Stayed 3445-HXXGF Male 66 Yes 0 Sierra Madre 91024 34.168686 -118.057505 6 58 Offer B No Yes DSL 24 No Yes Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 45.3 2651.2 40.95 0 0 2610.25 Churned Dissatisfaction Service dissatisfaction 3446-QDSZF Female 57 No 0 Homewood 96141 39.117018 -120.212535 0 4 Offer E Yes 38.96 No Yes DSL 10 No No No No Yes No No Yes Month-to-Month No Credit Card 55.5 227.35 0 0 155.84 383.19 Stayed 3450-WXOAT Male 36 No 0 Bakersfield 93309 35.342891 -119.064803 0 46 Offer B Yes 24.13 No Yes Cable 16 No No No No No No No Yes Month-to-Month Yes Credit Card 45.2 2065.15 0 0 1109.98 3175.13 Stayed 3451-VAWLI Female 62 Yes 2 North Highlands 95660 38.671295 -121.388251 5 35 None Yes 15.41 No No Two Year No Credit Card 19.7 730.4 0 0 539.35 1269.75 Stayed 3452-ABWRL Male 70 No 0 San Jose 95132 37.424655 -121.74841 0 47 None Yes 44.08 Yes Yes Fiber Optic 20 No No No No Yes No No Yes One Year Yes Credit Card 86.05 3865.6 0 0 2071.76 5937.36 Stayed 3452-FLHYD Male 47 Yes 0 Lucerne 95458 39.141934 -122.770679 3 25 None Yes 25.08 No No One Year Yes Bank Withdrawal 20.95 495.15 0 0 627 1122.15 Stayed 3452-GWUIN Female 78 Yes 0 Raisin City 93652 36.594542 -119.905245 10 19 None Yes 19.57 Yes Yes Fiber Optic 27 No No No No Yes Yes No Yes Two Year Yes Bank Withdrawal 94.95 1760.25 0 0 371.83 2132.08 Stayed 3452-SRFEG Male 39 No 0 La Verne 91750 34.144703 -117.770299 0 49 Offer B Yes 23.82 Yes Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.6 3720.35 0 0 1167.18 4887.53 Stayed 3453-RTHJQ Male 59 No 0 San Bernardino 92407 34.250069 -117.393949 0 6 Offer E Yes 18.65 No Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.1 435 0 0 111.9 546.9 Stayed 3454-JFUBC Male 66 No 0 Pala 92059 33.384345 -117.072619 0 68 Offer A Yes 10.48 No No Two Year Yes Credit Card 20 1396 0 0 712.64 2108.64 Stayed 3457-PQBYH Female 35 Yes 1 Washington 95986 39.34128 -120.786867 6 58 None Yes 17.21 No No Two Year No Credit Card 20.3 1160.75 25.57 0 998.18 2133.36 Stayed 3458-IDMFK Male 29 No 0 Idyllwild 92549 33.755039 -116.741796 0 25 Offer C Yes 29.38 No No Two Year Yes Credit Card 20.75 499.4 0 0 734.5 1233.9 Stayed 3460-TJBWI Male 58 Yes 3 Marshall 94940 38.129308 -122.834815 1 24 None Yes 7.37 Yes No Two Year No Credit Card 24.2 609.05 0 0 176.88 785.93 Stayed 3462-BJQQA Female 23 No 0 Belvedere Tiburon 94920 37.885629 -122.46858 0 6 None Yes 34.42 Yes Yes Fiber Optic 42 No Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 89.75 552.65 0 60 206.52 819.17 Stayed 3466-BYAVD Male 50 Yes 1 Long Beach 90802 33.752524 -118.210737 1 15 None Yes 8.44 No Yes Cable 21 No Yes Yes Yes No Yes Yes Yes Month-to-Month Yes Credit Card 69.5 1071.4 0 0 126.6 1198 Stayed 3466-RITXD Male 34 No 0 Twin Bridges 95735 38.805481 -120.13287 0 26 None Yes 37.59 Yes Yes Fiber Optic 8 Yes Yes No No Yes No No Yes Month-to-Month Yes Credit Card 92.4 2349.8 0 0 977.34 3327.14 Stayed 3466-WAESX Male 46 No 2 Rancho Cucamonga 91701 34.132275 -117.611478 0 16 Offer D Yes 13.99 Yes Yes DSL 18 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 69.1 1083.7 0 0 223.84 1307.54 Stayed 3468-DRVQJ Female 42 Yes 1 Los Angeles 90031 34.085807 -118.206617 5 10 None Yes 26.37 Yes Yes Cable 26 Yes Yes No No Yes No No Yes One Year No Bank Withdrawal 70.3 676.15 0 0 263.7 939.85 Stayed 3470-BTGQO Male 60 No 2 Belmont 94002 37.509366 -122.306132 0 21 Offer D Yes 19.57 No Yes DSL 29 No No No No No No No Yes Month-to-Month No Credit Card 45.65 985.05 0 0 410.97 1396.02 Stayed 3470-OBUET Female 49 Yes 2 San Jose 95123 37.238758 -121.828375 5 67 None Yes 43.01 Yes Yes Cable 16 Yes Yes No Yes Yes No No Yes Two Year No Credit Card 74 4868.4 0 0 2881.67 7750.07 Stayed 3472-OAOOR Male 23 Yes 1 Mission Hills 91345 34.266389 -118.459744 3 19 None No Yes Cable 52 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 34.95 610.2 0 0 0 610.2 Stayed 3472-QPRCH Male 43 Yes 1 Sacramento 95826 38.542532 -121.378826 9 40 None Yes 27.95 Yes No Two Year No Credit Card 25.25 1006.9 44.51 0 1118 2080.39 Stayed 3473-XIIIT Female 61 Yes 0 Sacramento 95824 38.517295 -121.439819 1 16 None Yes 37.83 Yes Yes Cable 26 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100 1534.75 0 0 605.28 2140.03 Churned Competitor Competitor had better devices 3474-BAFSJ Male 27 Yes 0 West Hollywood 90069 34.093781 -118.381061 2 57 None No Yes DSL 69 No Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 57.5 3265.95 0 150 0 3415.95 Stayed 3481-JHUZH Male 36 Yes 0 Forks Of Salmon 96031 41.232128 -123.194748 10 41 Offer B Yes 39.39 Yes Yes Fiber Optic 3 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.25 3439 2.18 0 1614.99 5051.81 Stayed 3482-ABPKK Female 19 No 0 Nuevo 92567 33.82769 -117.102244 0 28 Offer C Yes 28.42 No Yes DSL 48 Yes No No Yes No No No No One Year No Credit Card 54.3 1546.3 0 150 795.76 2492.06 Stayed 3486-HOOGQ Female 44 Yes 1 San Jose 95128 37.316146 -121.936285 3 70 Offer A Yes 8.36 Yes Yes DSL 19 Yes Yes Yes Yes Yes No No Yes Two Year No Bank Withdrawal 79.7 5743.3 0 0 585.2 6328.5 Stayed 3486-KHMLI Male 53 No 1 Adelanto 92301 34.667815 -117.536183 0 21 Offer D Yes 31.26 Yes No Month-to-Month No Credit Card 24.7 467.15 0 0 656.46 1123.61 Stayed 3486-NPGST Female 47 No 0 Mill Valley 94941 37.901371 -122.572024 0 36 None Yes 41.33 No No One Year No Credit Card 19.55 620.75 0 0 1487.88 2108.63 Stayed 3487-EARAT Female 46 Yes 0 Wishon 93669 37.287758 -119.548156 7 70 None Yes 19.1 No Yes DSL 21 Yes Yes Yes Yes No Yes Yes Yes One Year No Credit Card 74.1 5222.3 0 0 1337 6559.3 Stayed 3488-PGMQJ Male 66 No 0 Alpine 91901 32.827184 -116.703729 0 8 None Yes 1.78 No Yes Fiber Optic 7 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.5 606.55 0 0 14.24 620.79 Churned Dissatisfaction Poor expertise of online support 3489-HHPFY Female 40 Yes 0 Amboy 92304 34.559882 -115.637164 9 2 None Yes 22.23 Yes Yes Fiber Optic 13 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.05 134.05 0 0 44.46 178.51 Joined 3489-VSFRD Female 32 No 0 Willits 95490 39.492046 -123.375818 0 56 Offer B Yes 30.86 No Yes DSL 22 Yes No Yes Yes No No No Yes One Year Yes Credit Card 60.25 3282.75 0 0 1728.16 5010.91 Stayed 3494-JCHRQ Male 38 No 0 Van Nuys 91411 34.17847 -118.459472 0 1 None Yes 27.89 No Yes Fiber Optic 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.05 70.05 0 0 27.89 97.94 Churned Attitude Attitude of support person 3496-LFSZU Male 40 Yes 0 Anaheim 92801 33.844983 -117.952151 2 4 None Yes 28.47 No Yes Fiber Optic 5 No No No No No No No No Month-to-Month No Bank Withdrawal 70.5 294.2 0 10 113.88 418.08 Stayed 3498-LZGQZ Male 59 Yes 3 Walnut Grove 95690 38.240419 -121.587535 2 63 None Yes 30.1 No No Two Year Yes Mailed Check 19.15 1177.05 0 0 1896.3 3073.35 Stayed 3500-NSDOA Male 35 Yes 0 Los Angeles 90008 34.008293 -118.346766 1 68 None Yes 11.12 Yes Yes Cable 10 No Yes No Yes No Yes Yes Yes Two Year No Credit Card 70.8 4859.95 0 0 756.16 5616.11 Stayed 3500-RMZLT Female 76 No 0 Fresno 93702 36.739385 -119.753649 0 15 None Yes 19.11 No Yes Fiber Optic 8 Yes No Yes Yes No Yes No No Month-to-Month Yes Credit Card 96.3 1426.75 0 150 286.65 1863.4 Churned Attitude Attitude of support person 3503-TYDAY Female 41 Yes 0 Keene 93531 35.214982 -118.59049 7 43 Offer B Yes 41.83 Yes Yes Fiber Optic 15 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 80.45 3398.9 0 0 1798.69 5197.59 Stayed 3506-LCJDC Male 52 Yes 3 Modesto 95358 37.612612 -121.108568 1 1 None Yes 8.03 No No Month-to-Month No Bank Withdrawal 19.95 19.95 0 0 8.03 27.98 Churned Price Long distance charges 3506-OVLKD Male 40 No 0 Wilmington 90744 33.782068 -118.262263 0 35 None Yes 49.13 Yes No One Year No Bank Withdrawal 26.2 954.9 0 0 1719.55 2674.45 Stayed 3507-GASNP Male 49 No 2 North Hollywood 91602 34.15136 -118.364786 0 60 Offer B Yes 16.59 No No Two Year No Credit Card 19.95 1189.9 0 0 995.4 2185.3 Stayed 3508-CFVZL Female 55 No 0 El Monte 91731 34.079934 -118.046695 0 71 Offer A Yes 49.52 Yes Yes Fiber Optic 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 111.3 7985.9 0 0 3515.92 11501.82 Stayed 3508-VLHCZ Female 43 Yes 3 Lakewood 90715 33.841027 -118.078097 10 71 Offer A Yes 41.71 Yes Yes Cable 20 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 90.55 6239.05 0 0 2961.41 9200.46 Stayed 3509-GWQGF Male 74 No 0 Ducor 93218 35.846067 -119.004073 0 24 Offer C Yes 31.73 No Yes Fiber Optic 13 No No No No No No No No One Year No Credit Card 70 1732.6 0 140 761.52 2634.12 Stayed 3511-APPBJ Male 21 No 0 Spring Valley 91977 32.726627 -116.994608 0 23 None Yes 41.94 No Yes Fiber Optic 30 Yes No Yes No Yes Yes Yes Yes One Year Yes Credit Card 99.95 2292.75 0 0 964.62 3257.37 Stayed 3511-BFTJW Male 25 Yes 3 Glendora 91740 34.119363 -117.855059 8 72 Offer A No Yes DSL 82 Yes Yes Yes No No No No Yes Two Year No Credit Card 38.5 2763 0 0 0 2763 Stayed 3512-IZIKN Female 57 Yes 0 San Bernardino 92404 34.183286 -117.221722 1 70 Offer A Yes 42.67 Yes Yes DSL 24 Yes No Yes Yes No No No Yes Two Year No Credit Card 65.3 4759.75 0 0 2986.9 7746.65 Churned Dissatisfaction Product dissatisfaction 3518-FSTWG Male 67 Yes 0 Paradise 95969 39.69676 -121.644379 1 72 None Yes 17.71 Yes Yes Fiber Optic 4 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.55 7920.7 0 0 1275.12 9195.82 Stayed 3518-PZXZQ Female 27 Yes 0 Castroville 95012 36.784481 -121.759054 8 1 None Yes 36.69 No Yes DSL 82 No No No No Yes No No Yes Month-to-Month Yes Credit Card 55.3 55.3 0 0 36.69 91.99 Joined 3519-ZKXGG Female 61 Yes 0 San Francisco 94123 37.800254 -122.436975 1 3 Offer E Yes 44.34 Yes Yes Fiber Optic 29 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.85 256.6 0 0 133.02 389.62 Churned Competitor Competitor offered more data 3520-FJGCV Male 47 Yes 1 San Diego 92120 32.807867 -117.060993 2 72 None Yes 17.3 Yes Yes Fiber Optic 14 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 112.6 8126.65 0 0 1245.6 9372.25 Stayed 3521-HTQTV Male 54 No 0 Hesperia 92345 34.361387 -117.337509 0 34 None Yes 20.47 Yes No Two Year No Bank Withdrawal 26.1 980.35 0 0 695.98 1676.33 Stayed 3521-MNKLV Male 25 No 0 Nubieber 96068 41.082472 -121.195215 0 24 None Yes 38.68 No Yes DSL 73 No No Yes No No No No Yes Month-to-Month Yes Credit Card 49.7 1167.8 0 0 928.32 2096.12 Stayed 3521-SYVOR Female 26 No 0 San Diego 92126 32.886925 -117.152162 0 37 Offer C Yes 3.27 No Yes Cable 71 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 64.75 2345.2 0 0 120.99 2466.19 Churned Attitude Attitude of support person 3522-CDKHF Female 21 Yes 0 Stockton 95210 38.033219 -121.297433 6 32 Offer C Yes 19.3 No Yes Fiber Optic 47 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.5 2324.7 0 0 617.6 2942.3 Stayed 3523-BRGUW Male 65 No 0 Los Altos 94022 37.349546 -122.134356 0 26 Offer C Yes 29.88 No No One Year No Credit Card 19.3 504.2 9.49 0 776.88 1271.59 Stayed 3523-QRQLL Female 22 Yes 0 Bieber 96009 41.083464 -121.107929 1 22 None Yes 35.04 No Yes DSL 76 No Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 69.5 1498.2 49.57 0 770.88 2219.51 Churned Competitor Competitor offered more data 3524-WQDSG Female 29 Yes 2 Corte Madera 94925 37.924014 -122.511694 8 43 None Yes 5.25 Yes Yes Fiber Optic 59 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.3 4209.95 0 0 225.75 4435.7 Stayed 3525-DVKFN Female 58 No 0 Felton 95018 37.089111 -122.062213 0 17 Offer D Yes 30.07 No No Two Year No Credit Card 19.4 358.05 0 0 511.19 869.24 Stayed 3528-HFRIQ Male 73 Yes 0 Los Angeles 90068 34.137411 -118.328915 10 71 None No Yes Cable 28 No Yes Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 52.3 3765.05 0 40 0 3805.05 Stayed 3530-CRZSB Female 55 No 0 Malibu 90263 34.037037 -118.705803 0 7 None Yes 15.54 No No Month-to-Month No Credit Card 20.65 155.9 0 0 108.78 264.68 Stayed 3530-VWVGU Female 27 Yes 2 Manteca 95337 37.750822 -121.238423 2 22 Offer D Yes 49.51 No No Month-to-Month No Credit Card 19.9 400.3 0 0 1089.22 1489.52 Stayed 3533-UVMOM Male 56 Yes 0 Markleeville 96120 38.735789 -119.85798 4 68 None Yes 11.94 No Yes DSL 3 Yes Yes Yes No No Yes Yes Yes Two Year No Bank Withdrawal 70.95 4741.45 0 0 811.92 5553.37 Stayed 3536-IQCTX Male 76 Yes 0 South Pasadena 91030 34.110444 -118.156957 1 32 None Yes 49.6 Yes Yes Fiber Optic 10 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 85.3 2661.1 0 0 1587.2 4248.3 Churned Competitor Competitor had better devices 3537-HPKQT Female 20 Yes 0 Mentone 92359 34.103578 -117.04054 3 55 None Yes 23.45 Yes Yes Fiber Optic 53 No Yes No No No No No Yes Month-to-Month Yes Credit Card 77.75 4266.4 0 0 1289.75 5556.15 Stayed 3537-RYBHH Female 78 Yes 0 Northridge 91324 34.238208 -118.55029 1 47 None Yes 46.77 Yes Yes DSL 24 Yes Yes Yes No No No No Yes Two Year Yes Credit Card 67.45 3252 0 0 2198.19 5450.19 Stayed 3538-WZPHD Male 46 No 0 San Francisco 94127 37.736535 -122.45732 0 3 Offer E No Yes Cable 3 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 29.6 79.45 0 0 0 79.45 Churned Competitor Competitor had better devices 3540-RZJYU Female 21 No 0 Zenia 95595 40.170357 -123.417298 0 15 None Yes 20.03 No Yes Fiber Optic 59 Yes No No No Yes No Yes No Month-to-Month No Bank Withdrawal 86.2 1270.2 0 100 300.45 1670.65 Churned Dissatisfaction Lack of self-service on Website 3541-ZNUHK Female 51 Yes 2 La Crescenta 91214 34.239636 -118.245259 5 55 None Yes 20.1 Yes Yes Fiber Optic 19 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 85.1 4600.95 14.3 0 1105.5 5692.15 Stayed 3544-FBCAS Female 36 Yes 1 Philo 95466 39.094102 -123.500853 4 72 None Yes 12.84 Yes Yes DSL 22 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 83.6 5959.3 0 0 924.48 6883.78 Stayed 3545-CNWRG Female 52 Yes 3 Santa Monica 90402 34.035849 -118.503508 7 49 Offer B Yes 27.38 Yes Yes Fiber Optic 57 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.35 4889.2 0 0 1341.62 6230.82 Stayed 3546-GHEAE Male 29 No 0 Blythe 92225 33.674583 -114.71612 0 7 None Yes 9.43 No No Two Year No Credit Card 19.45 165.35 0 0 66.01 231.36 Stayed 3547-LQRIK Female 20 Yes 0 San Gregorio 94074 37.331762 -122.341444 7 47 None Yes 11.68 Yes No One Year No Bank Withdrawal 26.9 1250.85 0 0 548.96 1799.81 Stayed 3549-ZTMNH Male 56 Yes 1 San Mateo 94402 37.556634 -122.317723 0 12 None Yes 26.17 Yes No Two Year Yes Bank Withdrawal 24 269.65 0 0 314.04 583.69 Stayed 3550-SAHFP Female 51 No 0 Saint Helena 94574 38.581354 -122.296283 0 33 None Yes 20.29 Yes Yes Fiber Optic 30 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 83.35 2757.85 0 40 669.57 3467.42 Churned Price Price too high 3551-GAEGL Male 23 Yes 0 Oakhurst 93644 37.648647 -119.231447 0 34 None No Yes DSL 42 Yes No No No No No No Yes One Year No Bank Withdrawal 30.4 938.65 0 0 0 938.65 Stayed 3551-HUAZH Male 68 No 0 Brownsville 95919 39.440687 -121.263583 0 1 Offer E Yes 11.08 Yes Yes Fiber Optic 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.4 74.4 0 0 11.08 85.48 Churned Price Price too high 3552-CTCYF Male 42 Yes 3 San Bernardino 92411 34.122501 -117.320138 4 63 Offer B Yes 40.73 Yes Yes Fiber Optic 76 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.8 6597.25 0 0 2565.99 9163.24 Stayed 3556-BVQGL Female 21 Yes 0 Sutter Creek 95685 38.432145 -120.77069 2 20 Offer D Yes 19.15 No No One Year Yes Credit Card 20 416.45 0 0 383 799.45 Stayed 3557-HTYWR Female 56 No 0 Los Angeles 90043 33.988543 -118.334081 0 47 None Yes 45.67 Yes Yes DSL 3 Yes Yes No Yes No Yes Yes Yes Two Year No Credit Card 74.05 3496.3 0 0 2146.49 5642.79 Stayed 3563-SVYLG Male 38 Yes 1 Nipton 92364 35.478736 -115.516984 4 68 Offer A Yes 36.51 No Yes DSL 24 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 62.65 4375.8 0 0 2482.68 6858.48 Stayed 3565-UNOCC Female 65 Yes 0 Stockton 95209 38.044523 -121.348048 1 29 None Yes 22.33 Yes Yes Fiber Optic 6 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.05 2952.85 0 0 647.57 3600.42 Churned Competitor Competitor offered higher download speeds 3566-CAAYU Female 28 Yes 3 Cayucos 93430 35.511833 -120.918713 3 64 Offer B No Yes DSL 59 No Yes Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 49.85 3210.35 0 0 0 3210.35 Stayed 3566-HJGPK Male 50 No 0 Woodland Hills 91367 34.178068 -118.615714 0 1 Offer E Yes 16.34 No Yes DSL 4 No No No No No No No Yes Month-to-Month Yes Mailed Check 45.55 45.55 0 0 16.34 61.89 Joined 3566-VVORZ Female 39 Yes 0 Westlake Village 91361 34.130992 -118.894673 0 12 None Yes 30.79 No Yes DSL 4 No No No No No No No Yes Month-to-Month No Bank Withdrawal 45.9 505.95 0 0 369.48 875.43 Stayed 3567-PQTSO Male 40 Yes 1 Junction City 96048 40.913192 -123.06597 7 53 Offer B Yes 3.78 Yes Yes Fiber Optic 27 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.25 5576.3 0 0 200.34 5776.64 Stayed 3569-EDBPQ Female 44 No 0 Pine Grove 95665 38.400264 -120.641274 0 24 None Yes 25.81 Yes Yes Fiber Optic 3 Yes No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 84.35 1938.05 0 0 619.44 2557.49 Stayed 3569-JFODW Female 20 Yes 1 Del Mar 92014 32.948262 -117.256086 2 72 None Yes 45.66 Yes Yes DSL 47 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 90.95 6652.45 0 0 3287.52 9939.97 Stayed 3569-VLDHH Male 59 Yes 3 Sacramento 95824 38.517295 -121.439819 0 66 Offer A Yes 29.5 No Yes DSL 76 Yes Yes Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 75.1 5013 0 0 1947 6960 Stayed 3570-YUEKJ Female 40 No 0 Fresno 93725 36.623632 -119.741322 0 42 None Yes 8.71 No Yes DSL 23 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.55 2077.95 0 0 365.82 2443.77 Stayed 3571-DPYUH Male 30 Yes 3 Temecula 92592 33.507255 -117.029473 1 58 Offer B Yes 43.75 Yes Yes Fiber Optic 69 No Yes No Yes Yes No No Yes One Year Yes Credit Card 94.7 5430.35 0 0 2537.5 7967.85 Stayed 3571-RFHAR Male 60 No 0 Santa Paula 93060 34.402343 -119.094824 0 65 Offer B Yes 9.36 Yes Yes Fiber Optic 4 No Yes Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 109.15 6941.2 0 140 608.4 7689.6 Churned Attitude Attitude of support person 3572-UOLYZ Female 28 No 2 San Jose 95118 37.255479 -121.889838 0 46 None Yes 4.08 Yes Yes Fiber Optic 59 No No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 84.8 3958.85 0 0 187.68 4146.53 Stayed 3572-UUHRS Male 47 No 0 Castro Valley 94546 37.708327 -122.083473 0 45 None Yes 40.59 No No One Year No Bank Withdrawal 18.85 867.3 0 0 1826.55 2693.85 Stayed 3577-AMVUX Male 59 No 0 Big Bear City 92314 34.278967 -116.773825 0 1 None Yes 14.65 No Yes Cable 15 No No Yes Yes No No No Yes Month-to-Month No Credit Card 55.05 55.05 0 0 14.65 69.7 Joined 3580-GICBM Female 56 Yes 1 Clovis 93611 36.917652 -119.593757 7 61 None Yes 34.84 Yes No Two Year Yes Credit Card 24.2 1445.2 0 0 2125.24 3570.44 Stayed 3580-HYCSP Male 44 Yes 4 Midway City 92655 33.744439 -117.98588 10 72 None Yes 33.01 Yes Yes Fiber Optic 51 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.3 7966.9 0 0 2376.72 10343.62 Stayed 3580-REOAC Male 34 No 0 San Diego 92122 32.85723 -117.209774 0 10 None Yes 49.58 No Yes DSL 17 No No No No No No No Yes Month-to-Month Yes Credit Card 44.85 435.4 0 0 495.8 931.2 Churned Competitor Competitor made better offer 3583-EKAPL Male 25 No 0 Redlands 92373 34.003243 -117.138286 0 1 None Yes 47.22 No Yes Cable 53 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 55 55 0 0 47.22 102.22 Churned Competitor Competitor had better devices 3583-KRKMD Male 51 No 0 San Diego 92115 32.762506 -117.07245 0 18 None Yes 26.84 No Yes Fiber Optic 20 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal -1 1373.05 15.57 0 483.12 1840.6 Stayed 3584-WKTTW Male 23 Yes 0 Weed 96094 41.465121 -122.380947 2 51 Offer B Yes 39.32 Yes Yes Fiber Optic 76 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 111.55 5720.35 0 0 2005.32 7725.67 Stayed 3585-ISXZP Female 53 No 0 Indio 92201 33.713891 -116.237257 0 8 None Yes 29.66 Yes Yes Fiber Optic 12 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 95.65 778.1 0 0 237.28 1015.38 Churned Attitude Attitude of support person 3585-YNADK Female 25 Yes 0 Berkeley 94707 37.897753 -122.279391 2 57 None Yes 6.63 Yes Yes Cable 27 No Yes Yes Yes Yes No No Yes One Year No Bank Withdrawal 74.6 4368.95 0 0 377.91 4746.86 Stayed 3587-PMCOY Male 37 No 0 Placerville 95667 38.733714 -120.795213 0 10 Offer D Yes 46.33 No Yes Fiber Optic 26 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 98.9 1064.95 0 0 463.3 1528.25 Stayed 3588-WSTTJ Female 78 No 0 Los Angeles 90077 34.102084 -118.451629 0 35 Offer C Yes 31.64 Yes Yes Fiber Optic 7 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.05 3554.6 0 0 1107.4 4662 Stayed 3589-PPVKW Male 19 No 0 Pomona 91766 34.042286 -117.756106 0 9 Offer E Yes 38.65 No Yes DSL 26 No No No No No No No Yes Month-to-Month Yes Credit Card 44.4 348.15 0 0 347.85 696 Stayed 3590-TCXTB Male 50 No 0 Cerritos 90703 33.8681 -118.067402 0 1 None Yes 31.97 No No Month-to-Month No Credit Card 20.35 20.35 0 0 31.97 52.32 Joined 3594-BDSOA Female 44 Yes 0 Novato 94947 38.112166 -122.634384 6 24 None Yes 35.86 No No One Year No Credit Card 20.4 482.8 0 0 860.64 1343.44 Stayed 3594-IVHJZ Female 31 No 0 French Gulch 96033 40.740138 -122.587476 0 2 None Yes 47.19 No No Month-to-Month Yes Mailed Check 20.45 42.45 0 0 94.38 136.83 Joined 3594-KADLU Male 33 Yes 0 Witter Springs 95493 39.222323 -122.985488 3 3 Offer E No Yes Cable 25 Yes No No Yes No No No Yes Month-to-Month No Credit Card 35.1 101.1 0 0 0 101.1 Joined 3594-UVONA Female 27 No 0 Costa Mesa 92626 33.678591 -117.905471 0 35 Offer C Yes 8.8 Yes Yes Cable 46 Yes No Yes Yes Yes Yes Yes No One Year Yes Credit Card 85.95 3110.1 0 0 308 3418.1 Churned Price Extra data charges 3597-MVHJT Female 49 No 0 Brawley 92227 33.03933 -115.191857 0 27 None Yes 35.17 Yes Yes Fiber Optic 24 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.6 2595.25 0 0 949.59 3544.84 Stayed 3597-YASZG Female 73 Yes 0 Tustin 92782 33.738543 -117.785046 3 70 Offer A Yes 39.34 Yes Yes Fiber Optic 13 No Yes No Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 104.45 7349.35 0 0 2753.8 10103.15 Stayed 3604-WLABM Female 41 No 0 San Diego 92104 32.741499 -117.127409 0 10 Offer D Yes 12.96 No Yes DSL 29 No No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 54.25 583 0 0 129.6 712.6 Stayed 3605-JISKB Male 67 Yes 0 Twentynine Palms 92278 34.457829 -116.139589 2 55 None Yes 9.08 Yes Yes Cable 23 Yes Yes No No No No No Yes One Year No Credit Card 60 3316.1 0 0 499.4 3815.5 Stayed 3606-SBKRY Male 35 No 0 Linden 95236 38.047746 -121.030499 0 31 None No Yes DSL 5 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 50.05 1523.4 0 0 0 1523.4 Stayed 3606-TWKGI Male 68 No 0 Rowland Heights 91748 33.976753 -117.897367 0 13 Offer D Yes 32.68 Yes Yes Cable 11 No Yes Yes No Yes Yes No No Month-to-Month Yes Bank Withdrawal 106.9 1364.3 0 10 424.84 1799.14 Churned Competitor Competitor had better devices 3612-YUNGG Male 53 Yes 1 Burbank 91502 34.177267 -118.31003 1 64 None Yes 13.73 Yes Yes Fiber Optic 12 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 109.2 6741.15 17.3 0 878.72 7602.57 Stayed 3612-YVGSJ Female 59 Yes 0 La Honda 94020 37.285677 -122.224165 10 71 None Yes 33 Yes No Two Year Yes Credit Card 24.45 1681.6 0 0 2343 4024.6 Stayed 3617-XLSGQ Female 61 Yes 2 Modesto 95355 37.672906 -120.946594 2 66 None Yes 20.11 Yes Yes Fiber Optic 25 Yes Yes Yes No Yes Yes Yes No Two Year No Bank Withdrawal 109.25 7082.5 0 80 1327.26 8489.76 Stayed 3620-EHIMZ Female 44 Yes 2 Menifee 92584 33.653338 -117.178271 3 52 None Yes 9.87 No No Two Year No Credit Card 19.35 1031.7 0 0 513.24 1544.94 Stayed 3620-MWJNE Male 32 No 0 Homeland 92548 33.761894 -117.120868 0 2 None Yes 19.87 No Yes DSL 19 Yes No No Yes No No No Yes Month-to-Month Yes Credit Card 54.45 87.3 0 0 39.74 127.04 Joined 3621-CEOVK Female 71 Yes 0 Trinity Center 96091 41.081847 -122.700545 1 14 None Yes 47.01 Yes Yes Fiber Optic 19 No Yes No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 100.2 1369.8 0 0 658.14 2027.94 Churned Dissatisfaction Service dissatisfaction 3621-CHYVB Female 44 Yes 0 Soquel 95073 37.023669 -121.946461 2 57 None No Yes DSL 14 Yes No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 49.9 2782.4 0 0 0 2782.4 Stayed 3623-FQBOX Male 34 No 0 Los Angeles 90065 34.108833 -118.229715 0 21 Offer D Yes 44.01 No No Month-to-Month Yes Credit Card 19.95 416.4 0 0 924.21 1340.61 Stayed 3627-FCRDW Female 49 No 0 Hughson 95326 37.5923 -120.853288 0 9 None Yes 24.52 No Yes Fiber Optic 9 No No No No No No No Yes Month-to-Month No Bank Withdrawal 71 672.55 8.35 0 220.68 884.88 Churned Competitor Competitor offered more data 3627-FHKBK Female 28 No 0 Anaheim 92806 33.83796 -117.870494 0 1 None Yes 4.13 No Yes Fiber Optic 51 Yes No No No No No No Yes Month-to-Month No Mailed Check 75.3 75.3 0 0 4.13 79.43 Churned Competitor Competitor had better devices 3629-WEAAM Female 19 No 0 Forbestown 95941 39.531028 -121.24807 0 8 None Yes 45.04 No Yes DSL 73 No No Yes Yes No Yes Yes No Month-to-Month No Mailed Check 64.1 504.05 0 10 360.32 874.37 Stayed 3629-ZNKXA Male 77 No 0 Seiad Valley 96086 41.924174 -123.260788 0 17 None Yes 17.26 No Yes Fiber Optic 25 No Yes Yes No Yes Yes No No Two Year Yes Bank Withdrawal 101.8 1752.45 27.15 90 293.42 2108.72 Stayed 3633-CDBUW Male 25 No 1 Midpines 95345 37.581496 -119.972762 0 17 None Yes 45.92 No Yes DSL 73 No Yes Yes Yes Yes Yes Yes No One Year No Bank Withdrawal 80.85 1445.95 0 50 780.64 2276.59 Stayed 3635-JBPSG Female 49 No 0 Van Nuys 91406 34.195685 -118.490752 0 15 None No Yes DSL 23 No Yes No No No Yes Yes Yes Two Year Yes Credit Card 38.8 603 0 0 0 603 Stayed 3635-QQRQD Male 19 No 0 Westmorland 92281 33.03679 -115.60503 0 62 None Yes 33.68 No No Two Year Yes Credit Card 20.05 1201.65 0 0 2088.16 3289.81 Stayed 3638-DIMPH Female 34 Yes 0 Wilseyville 95257 38.392686 -120.415951 1 13 None Yes 29.49 No Yes DSL 2 No No No No No No No Yes One Year No Bank Withdrawal 43.8 592.65 0 0 383.37 976.02 Stayed 3638-VBZTA Male 62 No 0 Baldwin Park 91706 34.098275 -117.967399 0 68 None Yes 11.5 Yes Yes DSL 29 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 86.5 5882.75 0 0 782 6664.75 Stayed 3638-WEABW Female 25 Yes 0 Los Angeles 90025 34.046174 -118.446333 1 58 Offer B Yes 48.98 Yes Yes Cable 76 No Yes No Yes No No No Yes Two Year Yes Credit Card 59.9 3505.1 0 0 2840.84 6345.94 Stayed 3639-XJHKQ Female 52 No 3 San Jose 95135 37.28682 -121.723877 0 19 Offer D Yes 36.48 No Yes DSL 20 Yes Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 60.6 1297.8 0 0 693.12 1990.92 Stayed 3640-JQGJG Male 25 Yes 3 Pasadena 91101 34.146635 -118.139225 0 13 None Yes 6.18 No Yes Cable 59 No No No No No No No No Month-to-Month No Bank Withdrawal 44.8 559.2 37.49 90 80.34 692.05 Stayed 3640-PHQXK Female 54 No 0 Union City 94587 37.59485 -122.051521 0 31 None Yes 6.33 Yes Yes Fiber Optic 11 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.9 2806.9 41.18 0 196.23 2961.95 Churned Dissatisfaction Service dissatisfaction 3642-BYHDO Female 34 Yes 1 Downey 90240 33.956228 -118.120993 4 71 Offer A Yes 12.22 No No Two Year No Bank Withdrawal 19.9 1389.35 0 0 867.62 2256.97 Stayed 3642-GKTCT Female 58 No 0 Oceanside 92057 33.254497 -117.285879 0 61 Offer B Yes 5.55 Yes Yes Fiber Optic 7 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 115.1 6993.65 0 0 338.55 7332.2 Stayed 3643-AHCFP Male 74 Yes 0 Selma 93662 36.545322 -119.642281 1 7 None Yes 21.91 Yes Yes Cable 11 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 95.6 644.35 0 0 153.37 797.72 Churned Competitor Competitor made better offer 3644-QXEHN Male 60 Yes 1 Smartville 95977 39.176595 -121.291692 1 13 Offer D Yes 44.05 No Yes Fiber Optic 19 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 97 1334.45 0 0 572.65 1907.1 Stayed 3645-DEYGF Male 29 No 1 Northridge 91325 34.236683 -118.517588 0 1 None Yes 7.57 No No Month-to-Month No Credit Card 20.75 20.75 0 0 7.57 28.32 Joined 3646-ITDGM Female 42 No 0 Sacramento 95822 38.512569 -121.495184 0 56 Offer B Yes 32.88 No No Two Year No Bank Withdrawal 19.7 1051.9 0 0 1841.28 2893.18 Stayed 3647-GMGDH Male 52 Yes 0 Jackson 95642 38.336216 -120.76901 7 22 None Yes 37.8 No Yes Fiber Optic 15 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 94.7 1914.9 0 0 831.6 2746.5 Churned Attitude Attitude of support person 3648-GZPHF Male 48 Yes 3 San Marcos 92069 33.162624 -117.170863 2 32 Offer C No Yes DSL 53 No No Yes Yes No No No Yes One Year Yes Mailed Check 36.25 1151.05 0 0 0 1151.05 Stayed 3649-JPUGY Male 26 No 0 San Bernardino 92407 34.250069 -117.393949 0 72 Offer A Yes 44.46 Yes Yes DSL 48 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 88.6 6201.95 0 0 3201.12 9403.07 Stayed 3653-NCRDJ Male 39 Yes 1 Sacramento 95821 38.625096 -121.383658 10 43 None Yes 14.97 No No One Year Yes Credit Card 19.2 776.25 9.48 0 643.71 1410.48 Stayed 3654-ARMGP Female 60 No 0 Los Angeles 90064 34.037251 -118.423573 0 61 None Yes 19.58 Yes Yes DSL 22 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 88.65 5321.25 0 0 1194.38 6515.63 Stayed 3655-SNQYZ Female 48 Yes 0 Los Angeles 90017 34.052842 -118.264495 7 69 Offer A Yes 33.23 Yes Yes Fiber Optic 3 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 113.25 7895.15 0 0 2292.87 10188.02 Stayed 3656-TKRVZ Female 19 No 0 Chula Vista 91910 32.636792 -117.054989 0 3 None Yes 1.24 No Yes DSL 52 Yes Yes No No No No Yes Yes Month-to-Month No Bank Withdrawal 55.35 165.2 0 0 3.72 168.92 Churned Competitor Competitor offered more data 3657-COGMW Female 76 No 0 San Luis Obispo 93405 35.236549 -120.727344 0 52 None Yes 11.01 Yes Yes Fiber Optic 18 Yes Yes Yes No Yes Yes No Yes Two Year No Credit Card 108.1 5839.3 0 0 572.52 6411.82 Stayed 3658-KIBGF Female 19 No 0 Los Angeles 90068 34.137411 -118.328915 0 1 None Yes 44.36 No Yes DSL 58 Yes Yes No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 54.9 54.9 0 0 44.36 99.26 Churned Dissatisfaction Network reliability 3658-QQJYD Male 56 No 0 Santa Monica 90401 34.015481 -118.493231 0 62 Offer B Yes 38.33 No Yes Cable 30 Yes Yes No No Yes Yes Yes Yes One Year Yes Credit Card 74.3 4698.05 0 0 2376.46 7074.51 Stayed 3662-FXJFO Female 44 No 0 Redondo Beach 90278 33.873395 -118.37019 0 54 Offer B Yes 10.83 No No Two Year Yes Credit Card 20.5 1035.7 0 0 584.82 1620.52 Stayed 3663-MITLP Female 43 No 0 Marina 93933 36.689582 -121.758398 0 15 None Yes 16.82 No Yes Fiber Optic 26 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.25 1457.25 0 0 252.3 1709.55 Churned Dissatisfaction Lack of self-service on Website 3665-JATSN Female 19 No 0 Mount Shasta 96067 41.33832 -122.290756 0 19 None No Yes DSL 59 No Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 39.7 710.05 0 110 0 820.05 Stayed 3668-QPYBK Male 37 No 0 Los Angeles 90003 33.964131 -118.272783 0 2 None Yes 10.47 No Yes DSL 21 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 53.85 108.15 0 0 20.94 129.09 Churned Competitor Competitor made better offer 3669-LVWZB Male 20 No 0 Tahoma 96142 39.061227 -120.179546 0 5 None No Yes DSL 59 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 51 305.95 0 0 0 305.95 Churned Price Long distance charges 3669-OYSJI Male 47 No 0 Porter Ranch 91326 34.281911 -118.556218 0 1 Offer E Yes 48.58 No Yes DSL 21 No No No No No No No Yes Month-to-Month No Credit Card 46.2 46.2 0 0 48.58 94.78 Churned Attitude Attitude of support person 3669-WHAFY Female 57 Yes 0 Whittier 90604 33.929704 -118.01208 7 71 Offer A Yes 9.44 Yes Yes Fiber Optic 9 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 115.15 8078.1 0 0 670.24 8748.34 Stayed 3671-SHRSP Male 46 Yes 0 Marina 93933 36.689582 -121.758398 1 4 Offer E Yes 14.3 No Yes Fiber Optic 2 No No Yes Yes No No No Yes Month-to-Month Yes Mailed Check 80.6 319.15 0 0 57.2 376.35 Churned Competitor Competitor offered more data 3672-YITQD Male 71 Yes 0 Castaic 91384 34.506627 -118.699048 1 36 Offer C Yes 31.65 Yes Yes Fiber Optic 15 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 84.1 3021.6 0 0 1139.4 4161 Churned Competitor Competitor made better offer 3675-EQOZA Male 40 No 0 Newport Beach 92660 33.634626 -117.874882 0 5 Offer E Yes 42.52 No No Month-to-Month No Bank Withdrawal 20.65 93.55 0 0 212.6 306.15 Stayed 3675-YDUPJ Male 29 No 0 Rancho Cucamonga 91737 34.245289 -117.642503 0 10 Offer D Yes 1.98 No No Month-to-Month Yes Credit Card 19.85 193.05 0 0 19.8 212.85 Stayed 3677-IYRBF Female 73 No 0 Newcastle 95658 38.883224 -121.15918 0 2 None No Yes DSL 13 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 30.4 78.65 0 0 0 78.65 Churned Attitude Attitude of support person 3677-TNKIO Female 27 No 0 Templeton 93465 35.536115 -120.739231 0 14 None Yes 36.25 No Yes Fiber Optic 52 No No No No No No No Yes Month-to-Month Yes Credit Card 71 914 0 0 507.5 1421.5 Churned Other Don't know 3678-MNGZX Male 45 Yes 3 Porter Ranch 91326 34.281911 -118.556218 1 68 Offer A Yes 35.89 No No Two Year No Bank Withdrawal 19.95 1377.7 28.98 0 2440.52 3789.24 Stayed 3679-XASPY Female 38 Yes 2 Inglewood 90305 33.958134 -118.330905 1 1 Offer E Yes 16.44 No No Month-to-Month No Bank Withdrawal 19.45 19.45 0 0 16.44 35.89 Joined 3680-CTHUH Male 22 No 0 Kneeland 95549 40.664483 -123.865325 0 60 None Yes 44.24 Yes Yes Fiber Optic 52 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 116.6 7049.5 0 0 2654.4 9703.9 Stayed 3682-YEUWS Male 27 Yes 1 Tulelake 96134 41.813521 -121.492666 4 10 None Yes 4.16 Yes No Month-to-Month Yes Credit Card 24.4 253.9 0 0 41.6 295.5 Stayed 3683-QKIUE Female 51 No 0 San Francisco 94107 37.768881 -122.395521 0 6 Offer E Yes 21.91 No Yes DSL 12 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 50.8 288.05 0 0 131.46 419.51 Churned Competitor Competitor offered higher download speeds 3685-YLCMQ Male 34 No 0 Dobbins 95935 39.381174 -121.21191 0 58 Offer B Yes 41.14 Yes Yes Fiber Optic 25 No No Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 104.65 6219.6 0 40 2386.12 8645.72 Churned Dissatisfaction Service dissatisfaction 3688-FTHLT Female 56 No 0 Flournoy 96029 39.84784 -122.544556 0 16 None Yes 42.73 Yes Yes DSL 23 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 63.05 1067.05 0 10 683.68 1760.73 Stayed 3689-MOZGR Female 30 No 0 Irvine 92618 33.667145 -117.732135 0 29 None No Yes Cable 59 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 31.2 926.2 0 0 0 926.2 Stayed 3692-JHONH Female 70 Yes 0 Kettleman City 93239 35.996923 -120.000951 9 52 None Yes 27.74 Yes Yes Fiber Optic 18 No Yes Yes No Yes Yes No No One Year Yes Bank Withdrawal 106.5 5621.85 0 90 1442.48 7154.33 Stayed 3694-DELSO Male 56 Yes 3 Olancha 93549 36.296851 -117.865469 3 4 None No Yes DSL 53 Yes No No No Yes No No Yes Month-to-Month No Credit Card 38.55 156.1 0 0 0 156.1 Stayed 3694-GLTJM Female 62 No 0 Corning 96021 39.913777 -122.289984 0 5 None Yes 41.93 No No Month-to-Month Yes Credit Card 19.65 92.05 0 0 209.65 301.7 Stayed 3696-DFHHB Female 50 No 0 Big Bend 96011 41.096569 -121.879082 0 68 None Yes 9.82 Yes No Two Year No Bank Withdrawal 25.5 1821.8 16.85 0 667.76 2472.71 Stayed 3696-XRIEN Female 59 No 0 San Jose 95124 37.257063 -121.923037 0 50 Offer B Yes 21.25 Yes Yes DSL 2 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 82.5 4179.1 21.35 0 1062.5 5220.25 Stayed 3701-SFMUH Male 63 Yes 3 Trabuco Canyon 92679 33.631119 -117.567346 6 7 Offer E Yes 5.17 No Yes Cable 51 Yes No No No Yes Yes Yes Yes Month-to-Month No Credit Card 69.7 516.15 0 0 36.19 552.34 Stayed 3703-KBKZP Male 70 No 0 Standish 96128 40.346634 -120.386422 0 16 Offer D Yes 22.02 Yes Yes Fiber Optic 5 No No No No No No No Yes Two Year Yes Bank Withdrawal 74.45 1261.35 0 0 352.32 1613.67 Stayed 3703-TTEPD Male 28 No 0 Irvine 92614 33.680302 -117.833296 0 21 None Yes 16.16 No Yes DSL 42 Yes No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 65.35 1424.4 0 0 339.36 1763.76 Stayed 3703-VAVCL Male 51 Yes 0 Strawberry Valley 95981 39.58458 -121.093256 1 2 None Yes 46.92 No Yes Fiber Optic 7 No No Yes Yes No Yes Yes Yes Month-to-Month No Credit Card 90 190.05 0 0 93.84 283.89 Churned Competitor Competitor made better offer 3704-IEAXF Female 49 Yes 3 Los Angeles 90063 34.044271 -118.185237 9 72 None No Yes DSL 53 No Yes No Yes Yes Yes Yes Yes Two Year No Credit Card 53.65 3784 0 0 0 3784 Stayed 3705-PSNGL Male 49 No 0 Cerritos 90703 33.8681 -118.067402 0 45 Offer B Yes 25.4 No No One Year Yes Bank Withdrawal 20.4 930.45 0 0 1143 2073.45 Churned Price Long distance charges 3705-RHRFR Female 52 Yes 0 Ukiah 95482 39.134075 -123.23422 6 69 None Yes 45.35 Yes Yes Fiber Optic 19 Yes No No No Yes Yes Yes Yes Two Year No Bank Withdrawal 99.15 6875.35 0 0 3129.15 10004.5 Stayed 3707-GNWHM Male 28 No 0 Carmel Valley 93924 36.414611 -121.6386 0 1 None Yes 21.8 Yes Yes Fiber Optic 42 No No No No No No No Yes Month-to-Month Yes Mailed Check 74.25 74.25 0 0 21.8 96.05 Churned Other Don't know 3707-LRWZD Female 44 No 0 Oakland 94611 37.828416 -122.216005 0 32 None Yes 40.26 Yes Yes Fiber Optic 14 No No No No Yes No No Yes One Year No Bank Withdrawal 84.05 2781.85 0 0 1288.32 4070.17 Churned Other Moved 3709-OIJEA Male 51 No 0 Geyserville 95441 38.731771 -123.064272 0 26 None Yes 29.72 No Yes Fiber Optic 11 No Yes Yes Yes No No No Yes One Year Yes Bank Withdrawal -2 2184.6 0 0 772.72 2957.32 Stayed 3712-PKXZA Male 22 Yes 0 Glendale 91201 34.17051 -118.289463 3 61 None Yes 19.27 No No One Year Yes Credit Card 20.55 1252 0 0 1175.47 2427.47 Stayed 3714-JTVOV Female 76 Yes 0 Crows Landing 95313 37.435664 -121.049056 1 42 Offer B Yes 2.9 No Yes Fiber Optic 21 Yes No No No No No No Yes Month-to-Month Yes Credit Card 74.15 3229.4 0 0 121.8 3351.2 Churned Attitude Attitude of support person 3714-NTNFO Female 49 No 0 Los Angeles 90048 34.072945 -118.37267 0 49 Offer B Yes 27.2 Yes Yes Fiber Optic 24 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.5 3906.7 0 0 1332.8 5239.5 Stayed 3714-XPXBW Female 43 No 0 Santa Cruz 95062 36.974575 -121.991149 0 37 None Yes 42.41 Yes Yes DSL 4 Yes Yes Yes Yes Yes No No No Month-to-Month Yes Credit Card 78.9 2976.95 0 30 1569.17 4576.12 Stayed 3716-BDVDB Male 62 No 0 San Diego 92130 32.957195 -117.202542 0 1 Offer E Yes 38.66 No Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.1 69.1 0 0 38.66 107.76 Churned Competitor Competitor made better offer 3716-LRGXK Male 27 Yes 0 San Jose 95136 37.270938 -121.851046 0 60 None Yes 10.05 Yes Yes Fiber Optic 48 No No Yes No Yes Yes Yes Yes Two Year No Credit Card 101.15 6067.4 0 0 603 6670.4 Stayed 3716-UVSPD Male 54 No 0 San Juan Capistrano 92675 33.521447 -117.602555 0 1 None Yes 14.97 No Yes DSL 5 No No No Yes No No No No Month-to-Month Yes Bank Withdrawal -1 49.3 0 10 14.97 74.27 Joined 3717-FDJFU Male 19 No 1 Montgomery Creek 96065 40.877552 -121.885884 0 5 Offer E Yes 29.15 No No Two Year No Credit Card 20.45 106.9 0 0 145.75 252.65 Stayed 3717-LNXKW Male 36 Yes 0 Glenn 95943 39.597975 -122.032248 3 38 None Yes 12.71 Yes Yes Fiber Optic 9 Yes No No No Yes No No Yes Month-to-Month No Bank Withdrawal 91.7 3479.05 0 0 482.98 3962.03 Stayed 3717-OEAUQ Male 37 No 0 Ione 95640 38.33788 -120.954202 0 2 Offer E Yes 2.72 No Yes Fiber Optic 14 No No No No No No No No Month-to-Month No Credit Card -1 129.2 0 10 5.44 144.64 Joined 3717-OFRTN Male 48 No 0 Dublin 94568 37.713926 -121.928425 0 1 Offer E Yes 5.32 No No Month-to-Month No Bank Withdrawal 19.75 19.75 0 0 5.32 25.07 Joined 3719-TDVQB Female 68 Yes 0 Ripon 95366 37.750778 -121.13238 3 54 None Yes 23.94 No No Two Year Yes Mailed Check 18.95 1031.1 0 0 1292.76 2323.86 Stayed 3720-DBRWL Male 20 Yes 0 Tehama 96090 40.021787 -122.127576 5 51 Offer B Yes 6.89 No Yes Cable 41 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 83.85 4307.1 0 0 351.39 4658.49 Stayed 3721-CNEYS Female 45 No 0 Douglas City 96024 40.586588 -122.903677 0 2 None Yes 15.33 No Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.95 137.95 0 0 30.66 168.61 Churned Dissatisfaction Poor expertise of phone support 3721-CNZHX Male 49 No 0 Berkeley 94704 37.871416 -122.246597 0 15 None Yes 5.54 No No One Year No Credit Card 19.8 304.6 0 0 83.1 387.7 Stayed 3721-WKIIL Female 62 No 0 Smartville 95977 39.176595 -121.291692 0 27 None Yes 15.41 No No Two Year Yes Mailed Check 19.6 561.15 13.07 0 416.07 964.15 Stayed 3722-WPXTK Male 23 No 0 Benton 93512 37.653947 -118.231443 0 1 None Yes 14.26 No Yes Fiber Optic 46 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 88.35 88.35 0 0 14.26 102.61 Churned Competitor Competitor offered higher download speeds 3723-BFBGR Male 74 No 0 Borrego Springs 92004 33.200369 -116.192313 0 24 None Yes 8.66 Yes Yes Cable 27 No Yes No No No No No No Two Year No Credit Card 54.8 1291.3 0 110 207.84 1609.14 Stayed 3724-BSCVH Male 37 Yes 1 Mecca 92254 33.543835 -115.993906 0 10 Offer D Yes 37.59 No No One Year No Credit Card 20.45 242.4 0 0 375.9 618.3 Stayed 3724-UCSHY Male 48 Yes 3 Reedley 93654 36.636638 -119.421842 5 6 Offer E Yes 36.54 No No Month-to-Month No Credit Card 19.55 122.9 0 0 219.24 342.14 Stayed 3726-TBHQT Male 25 Yes 1 Catheys Valley 95306 37.394411 -120.127262 0 71 None Yes 25.45 Yes Yes Fiber Optic 59 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 114 8175.9 0 0 1806.95 9982.85 Stayed 3727-JEZTU Female 29 No 0 Bakersfield 93312 35.392599 -119.245341 0 1 None Yes 45.91 No No Month-to-Month No Credit Card 20.4 20.4 0 0 45.91 66.31 Joined 3727-OVPRY Male 32 Yes 3 Calabasas 91302 34.130861 -118.68346 3 66 Offer A Yes 42.84 Yes No One Year Yes Credit Card 25.7 1714.55 0 0 2827.44 4541.99 Stayed 3727-OWVYD Male 24 No 0 Campo 91906 32.673483 -116.472863 0 35 None Yes 38.38 No Yes DSL 82 Yes Yes Yes No No No No Yes One Year No Mailed Check 61.2 2021.2 0 0 1343.3 3364.5 Stayed 3727-RJMEO Male 34 Yes 0 Rohnert Park 94928 38.34719 -122.697822 3 6 None Yes 8.59 Yes Yes Fiber Optic 28 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 82.85 460.25 48.95 0 51.54 462.84 Churned Competitor Competitor had better devices 3729-OWRVL Male 80 No 0 Pixley 93256 35.957019 -119.330928 0 65 None Yes 44.23 Yes Yes Fiber Optic 27 Yes No Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 110.35 7246.15 0 0 2874.95 10121.1 Stayed 3733-LSYCE Female 22 Yes 0 Samoa 95564 40.809636 -124.189977 6 15 None Yes 30.09 No Yes Fiber Optic 71 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 75.35 1114.55 0 0 451.35 1565.9 Stayed 3733-UOCWF Male 78 Yes 0 Helendale 92342 34.757783 -117.33997 5 61 Offer B Yes 46.65 Yes Yes Fiber Optic 23 No Yes No Yes No No No Yes One Year Yes Bank Withdrawal 85.55 5251.75 0 0 2845.65 8097.4 Stayed 3733-ZEECP Male 29 Yes 2 Inglewood 90301 33.956445 -118.358634 3 22 None Yes 27.91 No Yes Cable 27 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 51.1 1232.9 0 0 614.02 1846.92 Stayed 3736-BLEPA Male 50 No 0 Folsom 95630 38.672638 -121.147403 0 28 Offer C Yes 13.69 No Yes Fiber Optic 12 No Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 91.25 2483.65 0 0 383.32 2866.97 Stayed 3737-GCSPV Female 60 Yes 0 Millbrae 94030 37.601248 -122.403099 5 11 None Yes 26.88 Yes Yes Fiber Optic 19 Yes No No Yes Yes No No Yes Month-to-Month Yes Credit Card 96.2 1222.05 0 0 295.68 1517.73 Churned Competitor Competitor had better devices 3737-XBQDD Male 57 No 0 Mount Laguna 91948 32.830852 -116.444601 0 24 Offer C Yes 13.13 Yes Yes Fiber Optic 14 No Yes Yes No No No No No Month-to-Month Yes Bank Withdrawal 84.85 2048.8 0 80 315.12 2443.92 Stayed 3739-YBWAB Male 37 Yes 0 Paramount 90723 33.897122 -118.164432 7 36 Offer C No Yes Cable 23 Yes No Yes No No No No Yes One Year No Mailed Check 35.35 1317.95 0 0 0 1317.95 Stayed 3740-RLMVT Male 79 Yes 0 Saint Helena 94574 38.581354 -122.296283 7 67 Offer A Yes 42.07 No Yes Cable 12 Yes Yes No Yes No No No Yes One Year Yes Bank Withdrawal 60.95 4119.4 17.19 0 2818.69 6920.9 Stayed 3744-ZBHON Female 64 No 0 Highland 92346 34.129677 -117.154277 0 3 None Yes 31.81 No No Month-to-Month No Bank Withdrawal 20.2 65.95 0 0 95.43 161.38 Joined 3744-ZRRDZ Male 25 No 0 Torrance 90501 33.833699 -118.314387 0 21 Offer D Yes 12.76 Yes Yes Fiber Optic 48 No Yes No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 82.35 1852.85 0 0 267.96 2120.81 Churned Dissatisfaction Network reliability 3745-HRPHI Male 49 Yes 3 Yuba City 95993 39.075694 -121.70606 0 66 None No Yes DSL 28 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 54.65 3632 46.75 0 0 3585.25 Stayed 3746-EUBYR Male 63 Yes 0 Fallbrook 92028 33.362575 -117.299644 1 1 Offer E Yes 44.73 Yes Yes Fiber Optic 3 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.6 74.6 0 0 44.73 119.33 Churned Competitor Competitor made better offer 3748-FVMZZ Male 33 No 0 Oakland 94610 37.808731 -122.238708 0 4 None No Yes DSL 13 No No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 40.05 162.45 0 0 0 162.45 Stayed 3750-CKVKH Male 58 No 0 Clearlake Oaks 95423 39.07116 -122.598542 0 2 None Yes 11.75 No Yes Fiber Optic 4 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 67.75 116.65 0 0 23.5 140.15 Churned Other Don't know 3750-RNQKR Female 38 No 0 Alameda 94501 37.774633 -122.274434 0 12 None Yes 18.12 No No Month-to-Month No Credit Card 19.45 246.25 0 0 217.44 463.69 Stayed 3750-YHRYO Male 64 Yes 0 Glendora 91741 34.14649 -117.849815 1 7 None Yes 21.09 No No One Year No Mailed Check 20.65 150 0 0 147.63 297.63 Stayed 3751-KTZEL Female 62 No 0 Yorkville 95494 38.888351 -123.239647 0 1 Offer E No Yes DSL 22 No No No No No Yes Yes Yes Month-to-Month No Mailed Check 35.05 35.05 0 0 0 35.05 Churned Competitor Competitor offered higher download speeds 3752-CQSJI Female 59 Yes 1 San Anselmo 94960 37.99272 -122.575026 1 13 Offer D Yes 16.4 No No Month-to-Month Yes Credit Card 20.45 254.5 0 0 213.2 467.7 Stayed 3753-TSEMP Female 21 Yes 0 San Diego 92139 32.677716 -117.047666 1 15 None Yes 12.27 No Yes Fiber Optic 76 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 88.15 1390.6 0 0 184.05 1574.65 Churned Dissatisfaction Product dissatisfaction 3754-DXMRT Male 78 No 0 San Pablo 94806 37.980269 -122.342635 0 2 None Yes 43.66 No Yes DSL 25 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.15 92.65 0 0 87.32 179.97 Churned Attitude Attitude of support person 3755-JBMNH Male 78 Yes 0 Huntington Beach 92648 33.679659 -118.016195 1 16 None Yes 45.9 No Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 71.8 1167.8 0 0 734.4 1902.2 Churned Competitor Competitor offered more data 3756-VNWDH Male 66 Yes 0 Pasadena 91101 34.146635 -118.139225 6 65 None Yes 32.08 Yes Yes Fiber Optic 8 Yes No No No Yes Yes No Yes One Year Yes Bank Withdrawal 100.75 6674.65 0 0 2085.2 8759.85 Stayed 3757-NJYBX Male 77 Yes 0 Nipomo 93444 35.050345 -120.489599 3 32 None Yes 7.92 Yes Yes Fiber Optic 3 No Yes Yes No Yes Yes No Yes Month-to-Month No Bank Withdrawal 106.35 3520.75 0 0 253.44 3774.19 Churned Other Moved 3758-CKOQL Female 20 Yes 0 Valyermo 93563 34.39583 -117.734568 7 59 Offer B Yes 41.15 Yes Yes Fiber Optic 48 Yes Yes Yes Yes No Yes Yes No One Year Yes Credit Card 107 6152.3 0 0 2427.85 8580.15 Stayed 3761-FLYZI Female 69 Yes 0 Los Angeles 90011 34.00709 -118.258681 4 65 None Yes 48.53 Yes Yes Fiber Optic 9 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 108.8 7082.45 21.52 0 3154.45 10215.38 Stayed 3763-GCZHZ Male 23 Yes 0 Hathaway Pines 95233 38.184914 -120.364085 1 66 Offer A Yes 20.07 Yes Yes Fiber Optic 85 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.05 6890 0 0 1324.62 8214.62 Churned Competitor Competitor offered more data 3764-MNMOI Male 49 No 0 Boulevard 91905 32.677097 -116.304991 0 46 Offer B Yes 30.99 No No Two Year No Credit Card 19.2 908.15 0 0 1425.54 2333.69 Stayed 3765-JXVKY Female 23 No 0 Paynes Creek 96075 40.343213 -121.815412 0 1 Offer E Yes 44.11 No Yes Fiber Optic 69 No Yes No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 74.7 74.7 0 0 44.11 118.81 Churned Competitor Competitor offered more data 3766-EJLFL Female 55 Yes 3 Mill Creek 96061 40.331975 -121.460674 1 68 None Yes 18.42 Yes Yes Fiber Optic 53 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.05 7508.55 0 0 1252.56 8761.11 Stayed 3768-NLUBH Male 73 Yes 0 Torrance 90503 33.840399 -118.353714 1 57 Offer B Yes 42.1 Yes Yes Fiber Optic 3 No No Yes No Yes Yes No Yes Month-to-Month No Bank Withdrawal 100.6 5746.15 0 0 2399.7 8145.85 Churned Dissatisfaction Network reliability 3768-VHXQO Male 19 Yes 0 Redondo Beach 90278 33.873395 -118.37019 9 67 Offer A Yes 3.28 Yes No Two Year No Credit Card 24.85 1583.5 0 0 219.76 1803.26 Stayed 3769-MHZNV Female 61 Yes 3 Salyer 95563 40.89866 -123.539754 2 33 None Yes 24.27 No No Two Year No Credit Card 20.1 670.35 0 0 800.91 1471.26 Stayed 3771-PZOBW Male 38 No 0 Solvang 93463 34.624399 -120.137875 0 20 Offer D Yes 25.41 Yes Yes Fiber Optic 27 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 90.7 1781.35 0 0 508.2 2289.55 Stayed 3774-VBNXY Female 23 Yes 0 Hawaiian Gardens 90716 33.830431 -118.074071 1 64 None Yes 36.24 No No Two Year No Credit Card 20.2 1277.75 0 0 2319.36 3597.11 Stayed 3776-EKTKM Female 79 No 0 Burbank 91501 34.188339 -118.300942 0 1 None No Yes Cable 26 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 36.45 36.45 0 0 0 36.45 Churned Dissatisfaction Service dissatisfaction 3777-XROBG Female 52 Yes 2 Echo Lake 95721 38.851842 -120.076204 4 58 None Yes 43.52 No No Two Year No Credit Card 19.55 1079.65 0 0 2524.16 3603.81 Stayed 3778-FOAQW Female 33 Yes 0 San Diego 92127 33.017518 -117.118456 1 24 Offer C Yes 32.86 No No One Year No Credit Card 20.15 456.85 0 0 788.64 1245.49 Stayed 3779-OSWCF Female 38 Yes 0 Dillon Beach 94929 38.24458 -122.956268 8 71 None Yes 12.12 Yes Yes Cable 23 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 93.2 6506.15 0 0 860.52 7366.67 Stayed 3780-DDGSE Male 77 Yes 1 Shoshone 92384 35.924252 -116.188668 6 35 Offer C Yes 14.19 No Yes DSL 17 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 76.05 2747.2 0 0 496.65 3243.85 Stayed 3780-YVMFA Female 33 Yes 1 Long Beach 90803 33.760458 -118.129725 1 8 None Yes 29.94 No Yes Cable 17 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 68.55 564.35 0 0 239.52 803.87 Stayed 3785-KTYSH Male 24 No 0 Mission Hills 91345 34.266389 -118.459744 0 53 None Yes 34.16 Yes No Two Year No Credit Card 24.6 1279 37.68 0 1810.48 3051.8 Stayed 3785-NRHYR Male 40 No 0 Bridgeport 93517 38.184583 -119.286558 0 1 None Yes 16.91 No No Month-to-Month No Credit Card 19.65 19.65 0 0 16.91 36.56 Joined 3786-WOVKF Female 69 Yes 0 Anaheim 92807 33.848733 -117.788357 8 72 Offer A Yes 7.85 Yes Yes Fiber Optic 20 Yes Yes No No Yes Yes Yes No One Year Yes Bank Withdrawal 106.85 7677.4 0 100 565.2 8342.6 Stayed 3787-TRIAL Male 23 Yes 9 San Ardo 93450 35.996008 -120.85305 1 21 Offer D No Yes DSL 59 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 26.05 565.75 0 0 0 565.75 Stayed 3791-LGQCY Female 68 Yes 0 Loomis 95650 38.809175 -121.171375 1 56 None Yes 33.81 Yes Yes Cable 29 No No Yes No Yes Yes No No Month-to-Month Yes Bank Withdrawal 100.65 5688.05 0 130 1893.36 7711.41 Churned Attitude Attitude of support person 3793-MMFUH Female 73 No 0 Davis 95618 38.544002 -121.685559 0 13 None Yes 19.03 Yes Yes Fiber Optic 24 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.05 1290 0 0 247.39 1537.39 Churned Competitor Competitor made better offer 3794-NFNCH Male 53 Yes 0 Bella Vista 96008 40.722733 -122.109666 10 30 Offer C Yes 23.16 No Yes DSL 6 No No Yes No No No No Yes Month-to-Month Yes Credit Card 50 1474.9 0 0 694.8 2169.7 Stayed 3795-CAWEX Male 21 Yes 2 Whitmore 96096 40.637105 -121.906949 5 70 Offer A Yes 40.77 Yes Yes Fiber Optic 71 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 116.55 8152.3 0 0 2853.9 11006.2 Stayed 3795-GWTRD Female 58 Yes 0 Los Angeles 90048 34.072945 -118.37267 7 63 None Yes 6.33 No Yes Cable 30 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 75.55 4707.85 0 0 398.79 5106.64 Stayed 3796-ENZGF Male 52 Yes 0 The Sea Ranch 95497 38.696659 -123.436861 2 63 None Yes 48.14 Yes Yes Cable 28 No Yes No Yes No Yes Yes No Two Year No Credit Card 67.25 4234.15 0 150 3032.82 7416.97 Stayed 3797-FKOGQ Male 31 No 2 Canoga Park 91303 34.19829 -118.602203 0 11 None Yes 5.84 Yes Yes Fiber Optic 10 No No No No No Yes Yes No Month-to-Month No Bank Withdrawal 86.2 893.2 0 30 64.24 987.44 Stayed 3797-VTIDR Male 55 Yes 0 San Jose 95121 37.304681 -121.809955 3 1 Offer E No Yes DSL 21 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 23.45 23.45 0 0 0 23.45 Churned Price Price too high 3798-EPWRR Female 74 No 0 Beverly Hills 90212 34.062095 -118.401508 0 2 Offer E Yes 19.09 No Yes DSL 30 No No No No No No No Yes Month-to-Month No Bank Withdrawal 43.95 85.1 0 0 38.18 123.28 Joined 3799-ISUZQ Male 49 Yes 0 California Hot Springs 93207 35.865795 -118.69759 9 7 None Yes 35.42 No Yes Fiber Optic 3 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.95 529.5 0 0 247.94 777.44 Churned Dissatisfaction Poor expertise of online support 3800-LYTRK Female 52 No 0 Point Reyes Station 94956 38.060264 -122.830646 0 14 None Yes 27.68 No Yes DSL 26 Yes No No Yes No No No No One Year No Credit Card -8 795.15 0 100 387.52 1282.67 Stayed 3801-HMYNL Male 44 Yes 0 Brooks 95606 38.809804 -122.241383 1 1 None Yes 32.35 No Yes Fiber Optic 18 No No No No Yes Yes Yes Yes Month-to-Month No Mailed Check 89.15 89.15 0 0 32.35 121.5 Churned Competitor Competitor had better devices 3803-KMQFW Female 25 Yes 2 Brea 92821 33.930199 -117.862898 1 1 None Yes 37.92 No No Month-to-Month No Credit Card 20.55 20.55 0 0 37.92 58.47 Churned Attitude Attitude of support person 3804-RVTGV Male 55 Yes 0 Mountain View 94043 37.419725 -122.062947 6 50 Offer B Yes 42.21 Yes Yes Fiber Optic 14 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.85 5017.9 0 0 2110.5 7128.4 Churned Price Price too high 3806-DXQOM Female 47 No 0 Baker 92309 35.28952 -116.092214 0 4 Offer E No Yes DSL 4 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 33.65 137.85 0 0 0 137.85 Churned Attitude Attitude of service provider 3806-YAZOV Female 44 No 0 Lagunitas 94938 38.021772 -122.691744 0 3 Offer E Yes 6.61 No No Month-to-Month No Credit Card 18.8 56 0 0 19.83 75.83 Joined 3807-BPOMJ Female 59 Yes 0 Dobbins 95935 39.381174 -121.21191 6 55 Offer B Yes 24.93 No Yes Fiber Optic 17 Yes No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 94.75 5276.1 0 0 1371.15 6647.25 Stayed 3807-XHCJH Female 21 Yes 3 Fish Camp 93623 37.483535 -119.679414 4 1 None Yes 6.86 No No Month-to-Month No Bank Withdrawal 20 20 0 0 6.86 26.86 Joined 3808-HFKDE Female 35 No 0 Alhambra 91801 34.090925 -118.128164 0 20 Offer D Yes 4.15 No Yes Cable 18 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.35 927.15 0 0 83 1010.15 Stayed 3810-DVDQQ Female 28 Yes 1 Shasta Lake 96019 40.692523 -122.369876 10 72 None Yes 47.02 Yes Yes Fiber Optic 48 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 117.6 8308.9 5.44 0 3385.44 11688.9 Stayed 3810-PJUHR Male 63 Yes 1 Morongo Valley 92256 34.097863 -116.594561 6 70 Offer A Yes 10.46 Yes No Two Year No Credit Card 25.35 1715.15 0 0 732.2 2447.35 Stayed 3811-VBYBZ Male 61 No 0 Lytle Creek 92358 34.238162 -117.534306 0 7 None Yes 47.03 Yes Yes Fiber Optic 2 No Yes No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 99.8 673.25 0 10 329.21 1012.46 Churned Competitor Competitor had better devices 3812-LRZIR Female 51 Yes 1 Desert Hot Springs 92240 33.948558 -116.516976 1 27 None Yes 35.52 Yes No Two Year No Bank Withdrawal 24.5 761.95 0 0 959.04 1720.99 Stayed 3813-DHBBB Male 39 Yes 0 Cedarville 96104 41.505916 -120.152505 10 67 None No Yes DSL 6 Yes Yes No Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 50.95 3521.7 0 0 0 3521.7 Stayed 3814-MLAXC Female 58 No 0 Hayward 94545 37.62984 -122.120843 0 31 None Yes 16.63 Yes Yes Fiber Optic 12 No No No Yes No No No Yes Month-to-Month Yes Credit Card 79.85 2404.15 0 0 515.53 2919.68 Churned Dissatisfaction Lack of self-service on Website 3815-SLMEF Female 26 No 0 Avenal 93204 35.916943 -120.129921 0 3 Offer E No Yes Cable 52 Yes No No Yes No No No Yes Month-to-Month No Mailed Check 34.25 139.35 0 0 0 139.35 Churned Competitor Competitor offered higher download speeds 3823-KYNQY Male 61 No 0 Van Nuys 91406 34.195685 -118.490752 0 12 Offer D Yes 25.57 Yes No One Year No Credit Card 24.95 280.4 0 0 306.84 587.24 Stayed 3824-RHKVR Female 27 No 0 Fullerton 92833 33.877639 -117.961212 0 17 Offer D Yes 22.26 No No Month-to-Month No Credit Card 19.7 340.35 0 0 378.42 718.77 Stayed 3831-YCPUO Female 38 Yes 1 Glencoe 95232 38.358464 -120.579304 3 72 None Yes 32.23 No Yes Fiber Optic 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 109.5 7854.9 0 0 2320.56 10175.46 Stayed 3834-XUIFC Male 23 No 0 Long Beach 90814 33.771612 -118.143866 0 7 Offer E Yes 18.83 Yes Yes Fiber Optic 26 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 85.2 602.55 0 0 131.81 734.36 Churned Attitude Attitude of support person 3836-FZSDJ Male 69 Yes 0 Fresno 93720 36.878709 -119.7645 0 71 Offer A Yes 22.19 Yes No Two Year No Bank Withdrawal 24.85 1901 0 0 1575.49 3476.49 Stayed 3838-OZURD Male 28 Yes 0 Somes Bar 95568 41.444606 -123.471895 0 66 Offer A Yes 7.28 Yes Yes Fiber Optic 51 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 105 7133.25 0 0 480.48 7613.73 Churned Competitor Competitor had better devices 3841-CONLJ Female 33 Yes 0 Morro Bay 93442 35.369553 -120.763864 9 1 None No Yes DSL 14 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 35 35 0 0 0 35 Joined 3841-NFECX Female 69 Yes 0 Los Angeles 90033 34.050198 -118.210946 3 71 None Yes 47.02 Yes Yes Fiber Optic 12 Yes Yes Yes Yes No No No Yes Two Year Yes Credit Card 96.35 6766.95 0 0 3338.42 10105.37 Stayed 3842-IYKUE Female 28 No 0 San Leandro 94579 37.687264 -122.15728 0 35 Offer C Yes 45.14 Yes Yes Fiber Optic 41 No Yes No Yes No No Yes No Month-to-Month No Credit Card 85.3 2917.5 23.89 130 1579.9 4603.51 Churned Competitor Competitor offered more data 3842-QTGDL Male 59 Yes 0 Walnut Creek 94595 37.862128 -122.075197 8 16 None Yes 46 No Yes Fiber Optic 30 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 80.75 1321.3 0 0 736 2057.3 Stayed 3845-FXCYS Male 55 No 0 Long Barn 95335 38.109125 -120.078597 0 2 None Yes 7.8 No No Month-to-Month Yes Bank Withdrawal 19.65 31.2 0 0 15.6 46.8 Joined 3845-JHAMY Female 48 Yes 3 Inverness 94937 38.099323 -122.945723 1 16 Offer D No Yes Cable 53 No No No No No Yes Yes No Month-to-Month Yes Credit Card 35.5 552.7 0 80 0 632.7 Stayed 3847-BAERP Female 27 No 0 Bass Lake 93604 37.458367 -119.345011 0 10 None Yes 12.39 No No Month-to-Month Yes Credit Card 20.9 247 0 0 123.9 370.9 Stayed 3850-OKINF Male 42 Yes 3 Pasadena 91106 34.139402 -118.128658 0 71 Offer A Yes 37.03 Yes Yes DSL 26 Yes No No No Yes No No Yes One Year Yes Bank Withdrawal 66.2 4692.55 0 0 2629.13 7321.68 Stayed 3853-LYGAM Male 58 No 0 Meadow Vista 95722 39.003358 -121.022539 0 17 None Yes 21.14 Yes Yes Fiber Optic 5 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.65 1640 0 0 359.38 1999.38 Stayed 3855-ONCAR Female 35 Yes 3 Arcadia 91006 34.137319 -118.029837 9 4 None Yes 41.93 No Yes Fiber Optic 53 No No No No Yes No No Yes Month-to-Month Yes Credit Card 78.9 299.75 37.01 0 167.72 430.46 Stayed 3858-VOBET Male 48 No 0 San Diego 92117 32.825086 -117.199424 0 23 None Yes 28.8 Yes Yes Cable 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.95 1710.45 0 0 662.4 2372.85 Churned Competitor Competitor made better offer 3858-XHYJO Female 24 Yes 0 San Gabriel 91776 34.089927 -118.095645 5 40 Offer B Yes 22.2 Yes Yes Fiber Optic 76 Yes No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 105.75 4228.55 0 0 888 5116.55 Stayed 3859-CVCET Female 47 No 0 Lindsay 93247 36.205465 -119.085807 0 4 None Yes 45.4 No Yes DSL 27 No No No No No No No Yes Month-to-Month No Mailed Check 45.65 191.05 0 0 181.6 372.65 Churned Competitor Competitor had better devices 3863-IUBJR Male 27 Yes 0 Oakland 94607 37.80707 -122.297401 1 12 None Yes 27.82 No Yes DSL 26 No No No No No Yes Yes Yes One Year No Credit Card 53.65 696.35 0 0 333.84 1030.19 Churned Competitor Competitor had better devices 3863-QSTYI Male 60 No 0 Mission Viejo 92691 33.611945 -117.665867 0 59 None Yes 16.8 No Yes Cable 18 No No Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 64.65 3735.45 0 0 991.2 4726.65 Stayed 3865-QBWSJ Male 76 No 2 Courtland 95615 38.311609 -121.554034 0 38 None Yes 45.13 Yes Yes Fiber Optic 27 Yes No No No No No No Yes Two Year Yes Credit Card 80.45 3162.65 0 0 1714.94 4877.59 Stayed 3865-YIOTT Male 40 Yes 1 San Francisco 94110 37.750021 -122.415201 1 72 None Yes 11.67 Yes Yes Fiber Optic 26 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 106.1 7848.5 0 0 840.24 8688.74 Stayed 3865-ZFZIB Male 25 No 0 Los Angeles 90077 34.102084 -118.451629 0 19 Offer D Yes 34.68 No No Two Year No Credit Card 19.65 358.15 0 0 658.92 1017.07 Stayed 3865-ZYKAD Male 77 Yes 0 Sacramento 95831 38.494832 -121.529447 7 69 None Yes 14.76 Yes Yes Fiber Optic 14 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 84.9 5785.65 0 0 1018.44 6804.09 Stayed 3866-MDTUB Female 64 No 0 Los Angeles 90017 34.052842 -118.264495 0 2 None Yes 26.93 No Yes DSL 10 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 70.75 146.9 0 0 53.86 200.76 Churned Attitude Attitude of support person 3870-MQAMG Female 21 Yes 0 Camp Nelson 93208 36.057458 -118.591951 1 54 Offer B Yes 2.18 Yes Yes Fiber Optic 71 No Yes Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 110.35 5893.15 0 0 117.72 6010.87 Churned Competitor Competitor had better devices 3870-SPZSI Female 56 Yes 2 Wilton 95693 38.392559 -121.225093 4 70 Offer A Yes 33.25 Yes Yes Fiber Optic 15 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 113.05 7869.05 0 0 2327.5 10196.55 Stayed 3871-IKPYH Male 70 No 0 Camarillo 93010 34.227846 -119.079903 0 1 None Yes 16.19 No Yes Fiber Optic 12 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.1 69.1 0 0 16.19 85.29 Churned Other Moved 3873-NFTGI Male 54 No 0 Fresno 93703 36.768774 -119.762633 0 14 Offer D Yes 18.48 Yes Yes DSL 21 No Yes No No No No No Yes Month-to-Month Yes Credit Card 55.5 767.55 0 0 258.72 1026.27 Stayed 3873-WOSBC Male 58 Yes 0 Catheys Valley 95306 37.394411 -120.127262 1 67 Offer A Yes 11.74 Yes No Two Year No Credit Card 25.6 1784.9 0 0 786.58 2571.48 Stayed 3874-EQOEP Male 32 No 4 Long Beach 90804 33.783047 -118.1486 0 7 Offer E Yes 20.52 Yes Yes Cable 28 No No No No Yes Yes Yes No Month-to-Month No Credit Card 95 655.5 36.6 10 143.64 772.54 Churned Competitor Competitor had better devices 3877-JRJIP Male 50 No 0 Hawthorne 90250 33.914775 -118.348083 0 1 None Yes 22.05 Yes Yes Cable 28 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 59.85 59.85 0 0 22.05 81.9 Churned Attitude Attitude of support person 3878-AVSOQ Female 68 No 0 La Jolla 92037 32.853743 -117.25034 0 1 None Yes 17.6 No Yes Fiber Optic 2 No No No No No No No No Two Year Yes Bank Withdrawal 71.25 71.25 0 10 17.6 98.85 Joined 3882-IYOIJ Female 41 Yes 1 Yorba Linda 92886 33.897253 -117.792202 1 60 Offer B Yes 43.33 Yes Yes Fiber Optic 28 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card -9 6758.45 11.85 0 2599.8 9346.4 Stayed 3884-HCSWG Female 51 No 0 Camptonville 95922 39.432127 -121.099287 0 17 None Yes 7.66 No Yes Fiber Optic 17 No No No No No No No No Month-to-Month Yes Bank Withdrawal 70 1144.5 0 80 130.22 1354.72 Churned Attitude Attitude of support person 3884-UEBXB Female 58 Yes 1 Diamond Springs 95619 38.683605 -120.811852 5 67 None No Yes DSL 15 Yes Yes No No No No No Yes Two Year No Bank Withdrawal 36.15 2434.45 0 0 0 2434.45 Stayed 3886-CERTZ Female 57 Yes 0 Fullerton 92831 33.879983 -117.895482 1 72 None Yes 31.13 Yes Yes Fiber Optic 11 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 109.25 8109.8 0 0 2241.36 10351.16 Churned Competitor Competitor had better devices 3887-PBQAO Female 48 Yes 0 Hermosa Beach 90254 33.86532 -118.396336 4 45 Offer B Yes 22.49 Yes No One Year Yes Credit Card 25.9 1216.6 0 0 1012.05 2228.65 Stayed 3889-VWBID Male 52 Yes 1 Antelope 95843 38.715498 -121.363411 1 68 None Yes 27.59 No Yes DSL 27 Yes Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 82.85 5776.45 0 0 1876.12 7652.57 Stayed 3890-RTCMS Male 29 No 0 Millville 96062 40.531257 -122.148139 0 16 None Yes 48.45 No Yes DSL 59 No No No Yes No No No Yes Month-to-Month Yes Credit Card 49.45 799 0 0 775.2 1574.2 Stayed 3891-NLXJB Male 26 No 0 San Jose 95131 37.387027 -121.897775 0 37 None No Yes DSL 69 Yes Yes No Yes No No Yes No Two Year Yes Credit Card 40.55 1390.85 0 50 0 1440.85 Stayed 3891-PUQOD Female 40 No 3 Los Angeles 90063 34.044271 -118.185237 0 1 None Yes 13.58 No Yes DSL 24 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 59.2 59.2 0 0 13.58 72.78 Churned Dissatisfaction Service dissatisfaction 3892-NXAZG Male 56 Yes 1 Downieville 95936 39.578792 -120.780786 4 72 Offer A Yes 5.81 Yes Yes Fiber Optic 29 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 114.05 8289.2 0 0 418.32 8707.52 Stayed 3893-JRNFS Male 19 No 0 Palmdale 93550 34.536232 -118.082935 0 68 None No Yes DSL 58 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 39.9 2796.35 0 0 0 2796.35 Stayed 3896-RCYYE Female 61 No 0 Atwater 95301 37.321233 -120.656354 0 67 None No Yes DSL 11 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 53.4 3579.15 0 0 0 3579.15 Stayed 3896-ZVNET Female 42 Yes 3 Gerber 96035 40.03194 -122.176023 7 24 None Yes 20.74 Yes No Two Year No Mailed Check 24.7 571.75 0 0 497.76 1069.51 Stayed 3898-BSJYF Female 23 No 1 Herlong 96113 40.198234 -120.18089 0 10 Offer D Yes 14.24 Yes Yes Cable 26 Yes No Yes Yes No Yes Yes Yes One Year No Credit Card 73.55 693.3 0 0 142.4 835.7 Stayed 3898-GUYTS Female 71 No 0 Ravendale 96123 40.845738 -120.322219 0 45 None Yes 12.67 Yes Yes Fiber Optic 4 Yes Yes No Yes Yes No No Yes Two Year Yes Bank Withdrawal 97.05 4385.05 0 0 570.15 4955.2 Stayed 3900-AQPHZ Female 45 No 0 Pearblossom 93553 34.445239 -117.894868 0 1 None Yes 49.51 No No Month-to-Month No Mailed Check 19.9 19.9 0 0 49.51 69.41 Churned Attitude Attitude of support person 3902-FOIGH Male 66 Yes 0 Doyle 96109 40.012675 -120.101857 1 12 None Yes 48.5 Yes Yes Fiber Optic 4 No Yes No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 101.35 1218.55 0 0 582 1800.55 Churned Dissatisfaction Product dissatisfaction 3902-MIVLE Male 35 Yes 0 Whittier 90601 34.007353 -118.033683 3 63 Offer B Yes 12.15 Yes Yes DSL 21 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 75.7 4676.7 0 0 765.45 5442.15 Stayed 3904-UKFRE Male 27 No 0 Stockton 95205 37.965695 -121.260051 0 4 Offer E Yes 44.16 Yes Yes Fiber Optic 82 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.1 336.15 0 0 176.64 512.79 Stayed 3908-BLSYF Female 40 No 0 Los Altos 94024 37.352911 -122.093002 0 6 None Yes 25.93 No Yes Fiber Optic 24 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 83.9 497.55 0 0 155.58 653.13 Churned Competitor Competitor had better devices 3908-MKIMJ Male 79 Yes 0 Mount Shasta 96067 41.33832 -122.290756 9 68 None No Yes Cable 28 Yes Yes Yes No No No No Yes Two Year Yes Bank Withdrawal 41.95 2965.75 0 0 0 2965.75 Stayed 3910-MRQOY Female 28 Yes 0 Orick 95555 41.336354 -124.044354 8 72 None Yes 12.87 No No Two Year No Bank Withdrawal 19.4 1496.45 0 0 926.64 2423.09 Stayed 3911-RSNHI Female 46 Yes 0 Rocklin 95765 38.823278 -121.281856 2 71 Offer A No Yes DSL 27 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 61.4 4310.35 0 0 0 4310.35 Stayed 3913-FCUUW Female 52 Yes 1 Hanford 93230 36.29223 -119.622676 8 72 Offer A Yes 6.85 Yes Yes DSL 19 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal 70.45 5165.7 0 0 493.2 5658.9 Stayed 3913-RDSJZ Female 40 Yes 0 Los Angeles 90019 34.049841 -118.33846 9 64 None Yes 49.39 Yes No Two Year No Credit Card 25.55 1714.95 0 0 3160.96 4875.91 Stayed 3914-FDRHP Male 25 No 0 Warner Springs 92086 33.323705 -116.626907 0 9 None Yes 46.34 No Yes Fiber Optic 59 No No No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 86.25 770.5 0 0 417.06 1187.56 Stayed 3915-ODIYG Male 72 No 0 Cotati 94931 38.326215 -122.718742 0 60 None Yes 10.2 Yes Yes DSL 29 Yes Yes No No No Yes Yes No One Year Yes Bank Withdrawal 71.75 4374.55 0 10 612 4996.55 Stayed 3916-NRPAP Male 21 No 0 Escalon 95320 37.818543 -121.006907 0 3 Offer E Yes 29.84 No Yes Fiber Optic 30 No No Yes No No Yes Yes Yes Month-to-Month No Credit Card 85.7 256.75 0 0 89.52 346.27 Joined 3920-HIHMQ Female 53 No 1 Scotts Valley 95066 37.070177 -122.010077 0 26 None Yes 16.34 Yes Yes DSL 19 No No No No No No No No Month-to-Month Yes Credit Card 49.5 1265.65 0 150 424.84 1840.49 Stayed 3923-CSIHK Female 69 Yes 0 Herald 95638 38.313447 -121.123886 1 50 None Yes 4.6 No Yes Cable 24 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 71.05 3444.85 0 0 230 3674.85 Churned Dissatisfaction Poor expertise of online support 3926-CUQZX Male 27 No 0 Campo 91906 32.673483 -116.472863 0 1 Offer E Yes 11.06 No Yes DSL 58 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 45.1 45.1 0 0 11.06 56.16 Churned Other Don't know 3926-YZVVX Female 62 No 0 Sacramento 95841 38.660442 -121.346321 0 41 None Yes 12.42 No Yes Cable 12 No No No Yes No No No Yes One Year No Bank Withdrawal 50.05 2029.05 0 0 509.22 2538.27 Stayed 3927-NLNRY Male 48 Yes 0 Long Barn 95335 38.109125 -120.078597 1 53 Offer B Yes 15.77 No Yes Fiber Optic 9 No Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 94.25 4867.95 0 0 835.81 5703.76 Churned Other Moved 3930-ZGWVE Male 45 No 0 Stanton 90680 33.801869 -117.995068 0 1 None Yes 15.77 No No Month-to-Month No Credit Card 19.75 19.75 0 0 15.77 35.52 Joined 3932-CMDTD Female 29 No 0 Foothill Ranch 92610 33.698728 -117.67768 0 4 None Yes 43.45 No Yes Fiber Optic 52 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.65 443.9 0 0 173.8 617.7 Churned Dissatisfaction Limited range of services 3932-IJWDZ Male 51 No 0 Willits 95490 39.492046 -123.375818 0 45 Offer B Yes 24.75 Yes Yes Fiber Optic 13 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.65 4747.85 0 0 1113.75 5861.6 Stayed 3933-DQPWX Female 48 No 0 Barstow 92311 34.965648 -117.001509 0 50 None No Yes DSL 6 No Yes Yes Yes No No No Yes Two Year No Credit Card 39.7 1932.75 0 0 0 1932.75 Stayed 3934-HXCFZ Male 33 Yes 0 Pinecrest 95364 38.224869 -119.755729 1 23 Offer D Yes 19.2 Yes Yes Fiber Optic 7 Yes Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 99.25 2186.4 0 0 441.6 2628 Churned Dissatisfaction Service dissatisfaction 3935-TBRZZ Male 54 Yes 0 Twentynine Palms 92278 34.457829 -116.139589 10 44 Offer B Yes 15.33 Yes No One Year No Credit Card 25.7 1110.5 0 0 674.52 1785.02 Stayed 3936-QQFLL Male 58 No 0 Calimesa 92320 33.982787 -117.057627 0 2 None Yes 1.97 No No Month-to-Month No Credit Card 19.75 39.3 0 0 3.94 43.24 Joined 3938-YFPXD Male 55 No 0 Janesville 96114 40.294034 -120.512622 0 72 Offer A Yes 29.03 Yes Yes DSL 27 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 84.3 5997.1 0 0 2090.16 8087.26 Stayed 3941-XTSKM Male 32 Yes 0 Burnt Ranch 95527 40.854512 -123.450097 6 42 None No Yes DSL 26 No Yes Yes No No Yes Yes Yes One Year Yes Credit Card 45.1 2049.05 0 0 0 2049.05 Stayed 3943-KDREE Female 48 No 0 Los Angeles 90010 34.062125 -118.315709 0 26 None Yes 17.53 Yes Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.95 1834.95 0 0 455.78 2290.73 Churned Other Don't know 3945-GFWQL Female 33 No 1 San Jose 95113 37.333851 -121.891147 0 12 None Yes 5.16 No Yes DSL 16 No No No No No No No No Month-to-Month Yes Bank Withdrawal 44.55 480.6 18.21 0 61.92 524.31 Churned Price Extra data charges 3946-JEWRQ Male 21 Yes 0 Sherman Oaks 91403 34.147149 -118.463365 1 47 None Yes 20.93 Yes Yes Fiber Optic 85 No No No No Yes Yes Yes No One Year Yes Credit Card 95.2 4563 0 80 983.71 5626.71 Stayed 3946-MHCZW Male 50 No 0 Ontario 91761 34.035602 -117.591528 0 1 Offer E Yes 6.95 No Yes DSL 11 No No Yes No No No No Yes Month-to-Month No Credit Card 50.9 50.9 0 0 6.95 57.85 Churned Attitude Attitude of support person 3948-FVVRP Male 43 Yes 2 Santa Maria 93455 34.818227 -120.418784 2 9 None Yes 44.46 No Yes DSL 24 No Yes No Yes No No No Yes Month-to-Month No Credit Card 54.8 452.8 0 0 400.14 852.94 Stayed 3948-KXDUF Male 64 No 0 Los Gatos 95033 37.160194 -121.945611 0 66 None Yes 20.52 Yes Yes Cable 10 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 68.75 4447.55 0 0 1354.32 5801.87 Stayed 3948-XHGNA Male 35 No 0 San Diego 92117 32.825086 -117.199424 0 24 None Yes 14.39 No Yes DSL 28 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.55 1210.4 0 0 345.36 1555.76 Churned Other Don't know 3950-VPYJB Male 37 Yes 3 Chester 96020 40.243494 -121.154733 7 57 None Yes 14.55 No Yes DSL 58 Yes Yes No Yes No No No No One Year No Credit Card 59.6 3509.4 0 70 829.35 4408.75 Stayed 3951-NJCVI Female 76 Yes 0 Cathedral City 92234 33.829583 -116.474131 10 42 None Yes 42.29 Yes Yes Fiber Optic 10 No No No No Yes Yes No No One Year Yes Bank Withdrawal 95.05 3944.5 0 100 1776.18 5820.68 Stayed 3955-JBZZM Male 45 No 0 Hermosa Beach 90254 33.86532 -118.396336 0 20 Offer D Yes 45.39 No Yes Fiber Optic 24 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal -5 1641.3 0 0 907.8 2549.1 Stayed 3956-CJUST Female 67 No 0 San Francisco 94115 37.786031 -122.437301 0 23 None Yes 17.62 No Yes Fiber Optic 25 Yes No No No No No No No One Year Yes Bank Withdrawal 75.4 1643.55 0 80 405.26 2128.81 Stayed 3956-MGXOG Female 62 No 0 Modesto 95350 37.671806 -121.007575 0 28 None Yes 33.84 No Yes Fiber Optic 5 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.6 2244.95 0 0 947.52 3192.47 Stayed 3957-HHLMR Female 50 Yes 0 Aguanga 92536 33.482243 -116.827173 1 70 Offer A Yes 29.72 Yes Yes DSL 12 Yes No No No No Yes Yes Yes One Year No Bank Withdrawal 65.2 4543.15 0 0 2080.4 6623.55 Stayed 3957-LXOLK Female 75 No 0 Shingletown 96088 40.497441 -121.827524 0 28 Offer C Yes 9.67 Yes Yes Fiber Optic 28 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 106.15 3152.5 0 0 270.76 3423.26 Churned Competitor Competitor offered more data 3957-SQXML Female 61 Yes 0 Los Angeles 90068 34.137411 -118.328915 10 34 None Yes 25.21 Yes No Two Year No Credit Card 24.95 894.3 0 0 857.14 1751.44 Stayed 3961-SXAXY Male 49 No 0 Thousand Oaks 91362 34.191842 -118.822796 0 1 Offer E Yes 30.73 No Yes Cable 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.05 44.05 0 0 30.73 74.78 Joined 3963-RYFNS Female 25 No 0 Venice 90291 33.991782 -118.479229 0 72 Offer A Yes 48.52 Yes Yes Fiber Optic 51 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 116.45 8013.55 0 90 3493.44 11596.99 Stayed 3966-HRMZA Female 74 No 0 Bishop 93514 37.04584 -118.397236 0 3 Offer E Yes 41.44 No Yes Fiber Optic 13 No No Yes No No No No No One Year No Credit Card 75.05 202.9 5.49 10 124.32 331.73 Joined 3967-KXAPS Male 42 Yes 0 Los Angeles 90061 33.92128 -118.274186 5 72 Offer A Yes 13.59 Yes Yes DSL 5 Yes Yes Yes Yes Yes Yes Yes No Two Year No Credit Card 92.3 6719.9 0 0 978.48 7698.38 Stayed 3967-VQOGC Female 54 Yes 1 Leggett 95585 39.873371 -123.741474 4 67 None Yes 17.43 Yes No Two Year Yes Credit Card 24.9 1680.25 0 0 1167.81 2848.06 Stayed 3969-GYXEL Female 46 No 0 Berkeley 94708 37.897743 -122.263124 0 11 None Yes 36.52 No Yes Fiber Optic 20 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 76.4 838.7 0 0 401.72 1240.42 Stayed 3969-JQABI Female 47 Yes 0 Palo Alto 94303 37.45809 -122.115398 0 58 None Yes 40.16 No Yes DSL 20 Yes Yes No No Yes No No No Month-to-Month Yes Credit Card 65.25 3791.6 0 110 2329.28 6230.88 Stayed 3970-XGJDU Female 45 No 0 West Hills 91307 34.199787 -118.68493 0 62 None Yes 24.03 No No Two Year Yes Credit Card 19.2 1123.65 0 0 1489.86 2613.51 Stayed 3973-SKMLN Male 49 No 0 Carlsbad 92008 33.148116 -117.306043 0 71 None Yes 22.22 No No Two Year Yes Credit Card 19.9 1355.1 42.18 0 1577.62 2890.54 Stayed 3976-BWUCK Female 63 Yes 0 San Diego 92130 32.957195 -117.202542 1 30 None Yes 7.01 Yes Yes Fiber Optic 24 No Yes No Yes Yes No No Yes Month-to-Month Yes Credit Card 94.1 2804.45 0 0 210.3 3014.75 Churned Competitor Competitor made better offer 3976-HXHCE Male 57 No 0 Belvedere Tiburon 94920 37.885629 -122.46858 0 72 None Yes 45.75 No No Two Year No Bank Withdrawal 19.3 1414.8 0 0 3294 4708.8 Stayed 3976-NLDEZ Male 55 No 0 Mira Loma 91752 33.999992 -117.535395 0 1 Offer E Yes 1.48 No No Month-to-Month No Credit Card 20.6 20.6 0 0 1.48 22.08 Joined 3977-QCRSL Female 30 No 0 Warner Springs 92086 33.323705 -116.626907 0 5 Offer E Yes 3.37 No No Month-to-Month No Credit Card 20.15 117.95 0 0 16.85 134.8 Stayed 3978-YNKDD Male 62 No 2 Culver City 90232 34.019323 -118.391902 0 19 None Yes 36.16 No No Two Year No Credit Card 20.85 467.5 0 0 687.04 1154.54 Stayed 3981-QSVQI Male 28 No 0 Bakersfield 93305 35.391733 -118.984109 0 8 Offer E Yes 22.15 No No Month-to-Month Yes Bank Withdrawal 19.7 168.9 0 0 177.2 346.1 Stayed 3982-DQLUS Male 78 Yes 1 Sunland 91040 34.282704 -118.312929 10 65 None Yes 9.68 Yes Yes Fiber Optic 23 Yes Yes No No No No No Yes Two Year Yes Bank Withdrawal 85.75 5688.45 38.09 0 629.2 6279.56 Stayed 3982-JGSFD Male 37 No 0 Madera 93638 37.004068 -119.930027 0 36 None Yes 12.72 No No One Year Yes Credit Card 20.35 695.85 0 0 457.92 1153.77 Stayed 3982-XWFZQ Female 30 Yes 0 Denair 95316 37.524721 -120.757977 2 42 Offer B Yes 10.79 Yes Yes Cable 41 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.25 2203.65 28.49 0 453.18 2628.34 Churned Competitor Competitor offered more data 3985-HOYPM Male 29 No 0 Washington 95986 39.34128 -120.786867 0 26 None Yes 6.38 No No One Year No Credit Card 19.4 525.55 4.25 0 165.88 687.18 Stayed 3987-KQDDU Male 58 No 0 Sonoma 95476 38.25485 -122.461799 0 9 None Yes 21.11 No Yes Fiber Optic 6 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 75.6 661.55 0 0 189.99 851.54 Stayed 3988-RQIXO Female 68 No 0 Corona Del Mar 92625 33.600987 -117.862734 0 1 None Yes 43.61 No Yes Fiber Optic 2 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 91.3 91.3 0 0 43.61 134.91 Churned Attitude Attitude of service provider 3990-QYKBE Male 74 Yes 0 La Canada Flintridge 91011 34.234912 -118.153729 3 37 None Yes 49.37 Yes Yes Fiber Optic 4 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 92.5 3473.4 0 0 1826.69 5300.09 Churned Competitor Competitor had better devices 3992-YWPKO Female 55 No 0 Atwater 95301 37.321233 -120.656354 0 6 Offer E Yes 20.36 Yes Yes Fiber Optic 10 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 109.9 669.45 0 0 122.16 791.61 Churned Competitor Competitor had better devices 3995-WFCSM Female 28 No 0 San Jacinto 92582 33.806708 -117.02007 0 2 None Yes 15.25 No Yes DSL 82 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 60.85 111.4 0 0 30.5 141.9 Joined 3996-ZNWYK Male 77 Yes 1 Sacramento 95832 38.445939 -121.496855 5 71 None Yes 32.12 No No Two Year No Credit Card 19.8 1388.45 0 0 2280.52 3668.97 Stayed 3999-QGRJH Male 80 No 0 Ballico 95303 37.4695 -120.672724 0 8 None Yes 14.89 No Yes Fiber Optic 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.7 560.85 0 0 119.12 679.97 Churned Dissatisfaction Product dissatisfaction 3999-WRNGR Female 39 Yes 3 Soda Springs 95728 39.279068 -120.414275 2 60 None No Yes Cable 51 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 49.75 3069.45 0 0 0 3069.45 Stayed 4000-VGMQP Male 56 Yes 3 Pollock Pines 95726 38.733908 -120.453416 2 38 None Yes 13.67 Yes Yes Cable 30 No Yes Yes No Yes Yes Yes Yes One Year No Credit Card 78.95 2862.55 0 0 519.46 3382.01 Stayed 4001-TSBTV Female 49 Yes 2 Sacramento 95827 38.549185 -121.328386 5 58 Offer B Yes 40.74 No Yes Fiber Optic 17 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 91.55 5511.65 0 0 2362.92 7874.57 Stayed 4002-BQWPQ Male 59 No 0 Crockett 94525 38.049292 -122.228415 0 25 None Yes 25.2 Yes Yes Cable 23 Yes Yes Yes Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 81.75 2028.8 0 0 630 2658.8 Stayed 4003-FUSHP Male 62 No 0 Santa Cruz 95060 36.993451 -122.098858 0 19 Offer D Yes 46.49 No Yes Cable 8 No No No Yes Yes No No Yes Month-to-Month Yes Credit Card 61.55 1093.2 0 0 883.31 1976.51 Stayed 4003-OCTMP Female 55 Yes 0 Tracy 95376 37.680968 -121.446049 9 31 None Yes 28.8 No Yes Cable 15 Yes No No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 64 1910.75 0 0 892.8 2803.55 Stayed 4006-HKYHO Male 24 No 0 Bakersfield 93311 35.16207 -119.194488 0 63 None Yes 29.58 No Yes DSL 47 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 86.7 5309.5 0 0 1863.54 7173.04 Stayed 4007-NHVHI Female 69 No 0 Rio Linda 95673 38.688764 -121.457596 0 56 None Yes 46.67 Yes Yes Fiber Optic 18 Yes Yes No No No Yes Yes Yes Two Year Yes Bank Withdrawal 96.85 5219.65 0 0 2613.52 7833.17 Stayed 4009-ALQFH Female 35 No 0 Groveland 95321 37.902968 -119.667544 0 25 None Yes 48.42 No Yes Fiber Optic 8 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.5 2369.05 19.5 0 1210.5 3560.05 Churned Competitor Competitor offered more data 4010-YLMVT Female 25 No 0 Yucaipa 92399 34.04597 -117.011825 0 56 Offer B Yes 24.77 Yes Yes Fiber Optic 51 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 106.6 5893.95 0 0 1387.12 7281.07 Stayed 4011-ARPHK Male 59 No 0 Norwalk 90650 33.905963 -118.08263 0 27 None Yes 18.51 No Yes DSL 9 Yes No No No No No No No Month-to-Month No Credit Card 50.35 1411.35 0 150 499.77 2061.12 Stayed 4012-YCFAI Male 45 Yes 0 Riverside 92508 33.885499 -117.324959 5 60 None Yes 22.22 No Yes DSL 16 Yes Yes No Yes No No No Yes Two Year Yes Credit Card 61.35 3766.2 0 0 1333.2 5099.4 Stayed 4012-ZTHBR Female 33 Yes 2 Kneeland 95549 40.664483 -123.865325 6 21 Offer D Yes 38.95 No Yes Cable 17 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.95 926.25 0 0 817.95 1744.2 Stayed 4013-GUXND Male 37 No 0 Lancaster 93534 34.727529 -118.153098 0 1 Offer E Yes 48.14 No No Month-to-Month No Credit Card 20.8 20.8 0 0 48.14 68.94 Joined 4013-TLDHQ Male 59 No 0 Berkeley 94704 37.871416 -122.246597 0 19 Offer D Yes 20.26 No Yes Fiber Optic 25 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 78.25 1490.95 0 0 384.94 1875.89 Churned Competitor Competitor had better devices 4013-UBXWQ Female 33 No 0 Fallbrook 92028 33.362575 -117.299644 0 7 Offer E Yes 48.82 Yes Yes Cable 19 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 74.65 521.1 28.35 0 341.74 834.49 Churned Competitor Competitor made better offer 4016-BJKTZ Female 20 No 0 San Jose 95136 37.270938 -121.851046 0 25 Offer C Yes 32.33 Yes Yes Fiber Optic 51 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 108.9 2809.05 0 0 808.25 3617.3 Stayed 4018-KJYUY Male 43 No 2 Courtland 95615 38.311609 -121.554034 0 22 Offer D Yes 34.07 No No Month-to-Month No Credit Card 20.15 432.5 0 0 749.54 1182.04 Stayed 4018-PPNDW Female 23 Yes 0 California City 93505 35.151491 -117.927597 9 61 Offer B Yes 13.35 Yes No Two Year Yes Credit Card 24.1 1551.6 0 0 814.35 2365.95 Stayed 4020-KIUDI Male 54 Yes 2 Los Angeles 90044 33.952714 -118.292061 8 6 Offer E Yes 23.73 No No Month-to-Month No Credit Card 19.85 138.85 0 0 142.38 281.23 Stayed 4021-RQSNY Male 75 Yes 0 Moreno Valley 92555 33.907361 -117.109972 1 29 None Yes 25.78 Yes Yes Fiber Optic 28 No No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 98.5 3004.15 37.55 40 747.62 3754.22 Churned Attitude Attitude of service provider 4023-RTIQM Female 72 Yes 0 Redcrest 95569 40.363446 -123.835041 10 31 Offer C No Yes DSL 21 Yes Yes Yes No No Yes No Yes One Year Yes Credit Card 50.4 1580.1 0 0 0 1580.1 Stayed 4024-CSNBY Female 39 Yes 0 Mount Hamilton 95140 37.382909 -121.634151 8 72 None Yes 11.02 Yes Yes Fiber Optic 17 Yes Yes Yes Yes No No No No Two Year Yes Bank Withdrawal 94.25 6849.75 0 100 793.44 7743.19 Stayed 4026-SKKHW Male 35 No 0 Dillon Beach 94929 38.24458 -122.956268 0 3 None Yes 28.19 No Yes Cable 21 No No No Yes No No No Yes Month-to-Month Yes Credit Card 50.25 152.3 0 0 84.57 236.87 Joined 4029-HPFVY Male 35 No 0 San Francisco 94118 37.781304 -122.461522 0 3 None Yes 9.74 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Credit Card 70.3 220.4 0 0 29.22 249.62 Joined 4030-VPZBD Female 53 No 0 Comptche 95427 39.239818 -123.565432 0 2 None No Yes DSL 18 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 30.9 59.05 0 0 0 59.05 Churned Dissatisfaction Network reliability 4032-RMHCI Female 37 Yes 2 Fall River Mills 96028 41.017282 -121.468945 1 41 Offer B No Yes Cable 16 Yes No Yes No No No No Yes One Year No Credit Card 35.4 1412.4 0 0 0 1412.4 Stayed 4039-HEUNW Male 77 Yes 0 Irvine 92620 33.716136 -117.752574 1 36 None Yes 16.61 Yes Yes Fiber Optic 3 No Yes No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 96.5 3436.1 0 0 597.96 4034.06 Churned Price Lack of affordable download/upload speed 4039-PIMHX Male 74 Yes 0 San Diego 92102 32.716007 -117.117462 4 49 None Yes 1.67 No Yes DSL 15 No Yes No No No No No Yes Two Year No Credit Card 49.8 2398.4 0 0 81.83 2480.23 Stayed 4043-MKDTV Male 54 Yes 0 Rancho Mirage 92270 33.763678 -116.429928 10 71 Offer A Yes 37.69 No Yes Fiber Optic 8 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.25 7291.75 0 0 2675.99 9967.74 Stayed 4049-ZPALD Female 35 Yes 0 Forest Falls 92339 34.067699 -116.903891 7 64 Offer B Yes 35.92 No Yes Fiber Optic 11 Yes No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 99 6375.8 0 0 2298.88 8674.68 Stayed 4054-CUMIA Female 29 Yes 1 San Miguel 93451 35.886767 -120.608661 10 18 Offer D Yes 35.44 No No Month-to-Month Yes Credit Card 20.25 401.95 0 0 637.92 1039.87 Stayed 4056-QHXHZ Female 49 Yes 2 Goleta 93117 34.489983 -120.091246 6 72 Offer A Yes 2.71 Yes Yes Fiber Optic 20 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 107.45 7576.7 0 0 195.12 7771.82 Stayed 4057-FKCZK Male 40 Yes 2 Prather 93651 37.007238 -119.505661 1 58 None Yes 29.93 Yes Yes Fiber Optic 24 No No No No Yes No No Yes Two Year No Bank Withdrawal 82.5 4828.05 0 0 1735.94 6563.99 Stayed 4059-IIEBK Female 51 No 0 Ojai 93023 34.581308 -118.931948 0 7 None Yes 40.76 Yes Yes Fiber Optic 16 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 78.55 522.95 47.19 0 285.32 761.08 Stayed 4060-LDNLU Male 22 No 0 Diamond Bar 91765 33.992416 -117.807874 0 7 None Yes 45.93 Yes Yes Fiber Optic 48 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 96.2 639.7 0 0 321.51 961.21 Stayed 4061-UKJWL Male 35 No 0 San Francisco 94102 37.7795 -122.419233 0 3 None Yes 20.37 No Yes Cable 17 No No No No No No No Yes Month-to-Month No Credit Card 45.45 141.7 0 0 61.11 202.81 Joined 4062-HBMOS Male 33 No 0 Redding 96003 40.677649 -122.29467 0 52 Offer B Yes 5.42 Yes Yes Fiber Optic 22 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.05 5364.8 46.67 0 281.84 5599.97 Stayed 4063-EIKNQ Male 33 Yes 2 Canyon Country 91351 34.422519 -118.420717 1 11 None Yes 15.73 No No Month-to-Month No Bank Withdrawal 20.95 267.35 18.17 0 173.03 422.21 Stayed 4065-JJAVA Female 56 No 0 Oakland 94605 37.758019 -122.138678 0 1 None Yes 16.99 No Yes DSL 8 No Yes No No No No No No Month-to-Month No Bank Withdrawal 49.5 49.5 0 30 16.99 96.49 Joined 4067-HLYQI Female 43 No 0 Colton 92324 34.030915 -117.273201 0 33 None Yes 49.45 No Yes Fiber Optic 19 No No No No No No No No Month-to-Month Yes Bank Withdrawal 70.4 2406.1 0 60 1631.85 4097.95 Stayed 4070-OKWVH Female 60 Yes 0 Mira Loma 91752 33.999992 -117.535395 0 52 Offer B Yes 29.23 Yes Yes Fiber Optic 30 No Yes Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 94.6 5025.8 0 0 1519.96 6545.76 Stayed 4072-IPYLT Female 32 Yes 2 Randsburg 93554 35.405722 -117.773354 3 36 None Yes 19.73 No Yes DSL 19 Yes No No No No No No Yes Month-to-Month No Credit Card 51.05 1815 0 0 710.28 2525.28 Stayed 4074-SJFFA Female 44 No 0 San Francisco 94122 37.760412 -122.484966 0 1 None Yes 13.01 No Yes DSL 12 No No No No No Yes Yes Yes Month-to-Month Yes Mailed Check 54.75 54.75 0 0 13.01 67.76 Churned Dissatisfaction Network reliability 4075-JFPGR Female 27 Yes 0 Rancho Cucamonga 91730 34.10097 -117.57882 2 51 Offer B Yes 21.07 No Yes Fiber Optic 46 Yes Yes Yes No Yes No No Yes One Year Yes Bank Withdrawal 93.5 4619.55 0 0 1074.57 5694.12 Stayed 4075-WKNIU Female 25 Yes 3 Bell 90201 33.970343 -118.171368 6 10 Offer E Yes 5.59 Yes Yes DSL 59 No Yes Yes Yes Yes No No Yes Two Year No Credit Card 73.35 733.5 0 0 55.9 789.4 Stayed 4077-CROMM Female 51 Yes 0 Modesto 95350 37.671806 -121.007575 4 31 None Yes 3.73 Yes Yes Fiber Optic 13 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.2 3243.45 17.01 0 115.63 3342.07 Churned Dissatisfaction Product dissatisfaction 4077-HWUYD Male 59 Yes 3 Modesto 95354 37.639029 -120.964772 1 72 None Yes 44.61 Yes Yes DSL 53 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal -7 6463.15 0 0 3211.92 9675.07 Stayed 4078-SAYYN Female 45 No 0 Burbank 91502 34.177267 -118.31003 0 11 None Yes 48.64 Yes Yes Fiber Optic 28 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.75 1129.75 0 0 535.04 1664.79 Churned Price Long distance charges 4079-ULGFR Male 22 No 0 Paicines 95043 36.525703 -120.952122 0 16 Offer D Yes 4.13 No No Month-to-Month No Credit Card 20 275.7 0 0 66.08 341.78 Stayed 4079-VTGLK Male 77 Yes 0 Riverside 92501 33.994676 -117.372498 7 30 None Yes 40.5 Yes Yes DSL 8 No No Yes No Yes Yes No Yes Two Year No Bank Withdrawal 74.85 2181.75 0 0 1215 3396.75 Stayed 4079-WWQQQ Male 45 No 0 San Francisco 94116 37.74441 -122.486764 0 72 None No Yes Cable 10 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 65.55 4807.45 0 0 0 4807.45 Stayed 4080-IIARD Female 42 Yes 0 Los Angeles 90047 33.958149 -118.308441 1 13 Offer D Yes 11.79 Yes Yes DSL 29 Yes Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 76.2 981.45 0 0 153.27 1134.72 Stayed 4080-OGPJL Female 53 No 0 San Pedro 90731 33.736387 -118.284363 0 8 Offer E Yes 48.14 Yes Yes DSL 18 Yes No No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 71.15 563.65 0 0 385.12 948.77 Churned Other Don't know 4081-DYXAV Female 27 No 0 San Jose 95125 37.294926 -121.894763 0 19 None No Yes DSL 48 No No No No Yes Yes Yes Yes One Year Yes Credit Card 44.85 893.55 0 0 0 893.55 Churned Competitor Competitor offered higher download speeds 4083-BFNYK Female 74 Yes 0 Acton 93510 34.501452 -118.207862 1 38 None Yes 49.82 Yes Yes Fiber Optic 27 Yes Yes No No No Yes Yes No One Year No Credit Card 95 3591.25 0 70 1893.16 5554.41 Stayed 4083-EUGRJ Male 37 No 0 Oceanside 92057 33.254497 -117.285879 0 9 None Yes 8.91 No No Month-to-Month No Credit Card 20.25 178.5 0 0 80.19 258.69 Churned Attitude Attitude of support person 4086-ATNFV Female 34 Yes 1 Hawaiian Gardens 90716 33.830431 -118.074071 7 34 Offer C Yes 49.58 No Yes Cable 16 Yes Yes Yes No No No No Yes One Year Yes Mailed Check 60.8 2042.05 0 0 1685.72 3727.77 Stayed 4086-WITJG Male 53 Yes 1 Los Angeles 90007 34.027337 -118.28515 8 71 Offer A Yes 14.86 No No Two Year No Credit Card 19.7 1301.1 0 0 1055.06 2356.16 Stayed 4086-YQSNZ Female 74 Yes 0 Glencoe 95232 38.358464 -120.579304 1 3 Offer E Yes 3.29 No Yes Fiber Optic 9 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 80.4 224.05 0 0 9.87 233.92 Churned Attitude Attitude of service provider 4088-YLDSU Male 21 Yes 0 Redwood City 94062 37.410567 -122.297152 1 55 Offer B Yes 10.61 Yes Yes Fiber Optic 76 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.15 5743.05 0 0 583.55 6326.6 Churned Competitor Competitor had better devices 4090-KPJIP Female 42 No 0 Anaheim 92806 33.83796 -117.870494 0 3 Offer E Yes 1.64 Yes Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.95 212.4 27.6 0 4.92 189.72 Joined 4091-TVOCN Male 51 No 0 Potrero 91963 32.619465 -116.593605 0 48 Offer B Yes 2.53 Yes Yes Cable 6 Yes No Yes No Yes Yes Yes No One Year Yes Credit Card 78.75 3682.45 0 40 121.44 3843.89 Stayed 4092-OFQZS Male 27 Yes 0 Manhattan Beach 90266 33.889632 -118.39737 8 20 Offer D Yes 46.47 No No One Year No Credit Card 20.65 417.5 0 0 929.4 1346.9 Stayed 4094-NSEDU Female 79 No 0 Temecula 92592 33.507255 -117.029473 0 21 None Yes 21.15 Yes Yes Fiber Optic 9 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 94.25 1973.75 0 0 444.15 2417.9 Churned Competitor Competitor made better offer 4097-YODCF Male 35 No 1 Fawnskin 92333 34.274846 -116.937581 0 34 Offer C Yes 4.28 Yes Yes Fiber Optic 16 Yes Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.8 3470.8 0 0 145.52 3616.32 Stayed 4098-NAUKP Male 70 Yes 1 Oceano 93445 35.059695 -120.604741 1 68 Offer A Yes 20.31 Yes Yes Fiber Optic 13 No Yes Yes No No No No Yes Two Year Yes Bank Withdrawal 84.65 5683.6 0 0 1381.08 7064.68 Stayed 4102-HLENU Female 51 Yes 0 Auburn 95603 38.912881 -121.082766 5 67 None Yes 22.83 Yes Yes Cable 22 Yes Yes Yes No No No No Yes Two Year No Credit Card 65.65 4322.85 0 0 1529.61 5852.46 Stayed 4102-OQUPX Male 67 Yes 0 Sheep Ranch 95250 38.244806 -120.417301 1 1 None Yes 17.36 Yes Yes Fiber Optic 29 No No No No No No No No Month-to-Month Yes Bank Withdrawal 74.4 74.4 0 30 17.36 121.76 Churned Competitor Competitor made better offer 4104-PVRPS Male 56 Yes 0 Rialto 92376 34.109775 -117.378904 7 24 Offer C Yes 1.02 No Yes Cable 3 Yes No No Yes No No No No Month-to-Month No Mailed Check 53.6 1315.35 0 120 24.48 1459.83 Stayed 4106-HADHQ Male 42 Yes 0 Emigrant Gap 95715 39.23754 -120.720196 1 39 None Yes 35.7 No Yes DSL 9 Yes No Yes Yes Yes Yes Yes Yes One Year No Credit Card 80 3182.95 0 0 1392.3 4575.25 Churned Other Moved 4109-CYRBD Male 77 Yes 0 Menifee 92584 33.653338 -117.178271 1 29 Offer C Yes 37.65 Yes Yes DSL 9 No No No No No No No Yes One Year Yes Bank Withdrawal 51.6 1442 0 0 1091.85 2533.85 Stayed 4110-PFEUZ Female 54 No 0 Daggett 92327 34.875144 -116.821698 0 1 Offer E Yes 29.78 No Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month No Credit Card 69.55 69.55 0 0 29.78 99.33 Churned Competitor Competitor had better devices 4111-BNXIF Female 19 Yes 0 Rancho Cucamonga 91739 34.133809 -117.523724 1 67 None No Yes DSL 52 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 59.55 4103.9 0 0 0 4103.9 Stayed 4112-LUEIZ Male 55 No 0 La Palma 90623 33.850504 -118.039892 0 10 Offer D Yes 12.78 No Yes Fiber Optic 2 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.5 863.1 0 0 127.8 990.9 Churned Attitude Attitude of support person 4114-QMKVN Female 25 Yes 1 Surfside 90743 33.728273 -118.085304 7 56 None Yes 7.31 Yes Yes DSL 76 Yes Yes No No No Yes Yes No One Year No Bank Withdrawal 68.75 3815.4 0 110 409.36 4334.76 Stayed 4115-BNPJY Male 60 Yes 0 National City 91950 32.67102 -117.095235 7 29 None Yes 32.46 No Yes DSL 7 No No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 75.55 2054.4 0 0 941.34 2995.74 Stayed 4115-NZRKS Female 72 No 0 San Diego 92102 32.716007 -117.117462 0 7 None Yes 16.36 No Yes Fiber Optic 28 No No No No Yes Yes No Yes One Year Yes Bank Withdrawal 89.15 574.35 0 0 114.52 688.87 Stayed 4115-UMJFQ Male 37 No 0 West Hills 91307 34.199787 -118.68493 0 69 None No Yes DSL 19 No Yes Yes No No No No No One Year Yes Bank Withdrawal 35.75 2492.25 0 150 0 2642.25 Stayed 4116-IQRFR Male 55 Yes 2 Cressey 95312 37.420273 -120.66527 1 4 Offer E Yes 16.68 Yes No One Year No Credit Card 24.1 73.1 0 0 66.72 139.82 Stayed 4116-TZAQJ Female 23 No 0 Culver City 90230 33.993991 -118.39704 0 9 None Yes 13.86 No Yes Fiber Optic 76 Yes No No No No No Yes Yes Month-to-Month Yes Credit Card 74.25 639.65 0 0 124.74 764.39 Churned Attitude Attitude of support person 4118-CEVPF Female 74 No 0 Redwood City 94062 37.410567 -122.297152 0 35 None Yes 32.92 Yes Yes Fiber Optic 22 Yes Yes Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 110.8 3836.3 0 110 1152.2 5098.5 Stayed 4119-ZYPZY Male 67 No 0 Glendale 91204 34.136306 -118.26036 0 71 None Yes 34.8 Yes Yes Fiber Optic 21 No Yes No Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 106.8 7623.2 0 0 2470.8 10094 Stayed 4121-AGSIN Female 44 Yes 0 Ben Lomond 95005 37.078873 -122.090386 9 58 None Yes 36.45 Yes No One Year Yes Credit Card 24.5 1497.9 9.22 0 2114.1 3602.78 Stayed 4123-DVHPH Male 49 Yes 0 Orinda 94563 37.873916 -122.20522 3 9 None Yes 22.41 Yes Yes Fiber Optic 21 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 88.05 801.3 0 0 201.69 1002.99 Stayed 4123-FCVCB Female 23 No 0 Pinon Hills 92372 34.459322 -117.629729 0 12 Offer D Yes 49.25 Yes Yes DSL 47 No No No Yes Yes Yes Yes Yes One Year Yes Credit Card 75.85 854.45 0 0 591 1445.45 Stayed 4124-MMETB Male 52 No 0 Lockwood 93932 35.989792 -121.055933 0 22 None Yes 46.28 Yes Yes Fiber Optic 16 No No No No Yes Yes Yes No Month-to-Month Yes Credit Card 94.65 2104.55 0 40 1018.16 3162.71 Churned Competitor Competitor offered higher download speeds 4128-ETESU Female 73 Yes 0 Pasadena 91101 34.146635 -118.139225 3 47 None Yes 2.98 Yes Yes Fiber Optic 7 No No Yes No Yes Yes Yes No Month-to-Month No Bank Withdrawal -5 4747.2 0 140 140.06 5027.26 Stayed 4129-LYCOI Female 28 No 1 Guinda 95637 38.830739 -122.196202 0 67 None Yes 12.54 Yes Yes Fiber Optic 59 No Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104 7039.05 0 0 840.18 7879.23 Stayed 4130-MZLCC Female 24 No 0 Temple City 91780 34.101608 -118.055848 0 5 None Yes 43.02 No Yes DSL 42 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 50.55 244.75 0 0 215.1 459.85 Stayed 4132-KALRO Female 31 No 0 Davis Creek 96108 41.750354 -120.403885 0 4 Offer E Yes 7.94 Yes Yes Fiber Optic 3 No No No Yes Yes Yes Yes No Month-to-Month Yes Credit Card 100.85 399.25 0 10 31.76 441.01 Stayed 4132-POCZS Male 47 Yes 0 West Point 95255 38.41935 -120.469545 1 52 None No Yes DSL 26 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 39.9 2020.9 0 0 0 2020.9 Stayed 4134-BSXLX Male 32 Yes 0 Riverside 92507 33.976328 -117.319786 7 28 Offer C Yes 28.86 No Yes Cable 24 Yes Yes No Yes No No No Yes Month-to-Month No Mailed Check 60.9 1785.65 0 0 808.08 2593.73 Stayed 4135-FRWKJ Female 66 Yes 1 Santa Monica 90404 34.026334 -118.474222 1 55 None Yes 34.57 Yes Yes Cable 19 Yes No Yes Yes Yes No No Yes One Year No Bank Withdrawal 76.25 4154.55 0 0 1901.35 6055.9 Stayed 4137-BTIKL Male 55 No 0 Daggett 92327 34.875144 -116.821698 0 2 Offer E Yes 27.17 Yes Yes Fiber Optic 23 Yes No No No No Yes Yes Yes Month-to-Month No Credit Card 90.75 174.75 0 0 54.34 229.09 Joined 4137-JOPHL Female 63 No 0 Inglewood 90302 33.975332 -118.355252 0 50 Offer B Yes 29.8 No Yes Fiber Optic 26 No No Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 89.7 4304.5 0 0 1490 5794.5 Stayed 4138-NAXED Male 54 No 0 Joshua Tree 92252 34.167236 -116.281511 0 51 None Yes 42.93 Yes Yes Fiber Optic 11 No Yes No No No No No No Month-to-Month No Bank Withdrawal 81 4085.75 0 10 2189.43 6285.18 Stayed 4139-DETXS Female 53 Yes 0 Needles 92363 34.711224 -114.702256 0 72 Offer A No Yes DSL 6 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 64.45 4528 0 0 0 4528 Stayed 4139-JPIAM Male 31 No 0 Geyserville 95441 38.731771 -123.064272 0 51 None No Yes DSL 2 Yes No No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 44.45 2181.55 0 0 0 2181.55 Stayed 4139-SUGLD Male 41 Yes 3 Santa Clara 95054 37.393554 -121.965114 1 31 None No Yes DSL 23 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 35.4 1077.5 0 0 0 1077.5 Churned Attitude Attitude of service provider 4140-MUHUG Female 73 No 0 Oak View 93022 34.404544 -119.302118 0 3 None Yes 18.38 No Yes Fiber Optic 20 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.85 220.95 0 0 55.14 276.09 Churned Attitude Attitude of service provider 4140-WJAWW Female 57 No 0 Los Angeles 90071 34.052917 -118.255178 0 5 None Yes 6.17 No No Month-to-Month No Credit Card 19.85 108.05 0 0 30.85 138.9 Churned Price Long distance charges 4143-HHPMK Male 46 No 0 Mission Hills 91345 34.266389 -118.459744 0 52 None Yes 48.13 No Yes Fiber Optic 12 No Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 85.35 4338.6 0 90 2502.76 6931.36 Churned Attitude Attitude of support person 4143-OOBWZ Male 33 Yes 0 Fresno 93726 36.793601 -119.761131 0 5 Offer E Yes 25.11 Yes Yes Fiber Optic 26 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 81.3 416.3 0 0 125.55 541.85 Churned Attitude Attitude of service provider 4145-UQXUQ Female 71 No 0 Berkeley 94710 37.872902 -122.303708 0 8 Offer E Yes 42.93 No Yes Fiber Optic 9 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 92.1 729.95 0 0 343.44 1073.39 Churned Competitor Competitor had better devices 4146-SVFUD Male 45 No 0 Modesto 95351 37.621458 -121.012295 0 1 None Yes 45.28 No Yes DSL 2 No No No No No No No Yes Month-to-Month No Mailed Check 44.6 44.6 0 0 45.28 89.88 Joined 4154-AQUGT Male 76 Yes 0 San Diego 92130 32.957195 -117.202542 1 13 Offer D Yes 1.47 No Yes Fiber Optic 5 No Yes No Yes No Yes No Yes Month-to-Month Yes Bank Withdrawal 89.05 1169.35 0 0 19.11 1188.46 Churned Competitor Competitor made better offer 4159-NAAIX Female 24 No 0 Saratoga 95070 37.257772 -122.051824 0 63 None Yes 37.76 Yes Yes Fiber Optic 48 No Yes No No Yes Yes Yes Yes Two Year No Bank Withdrawal 97.45 6253 0 0 2378.88 8631.88 Stayed 4160-AMJTL Female 74 No 0 Fellows 93224 35.215731 -119.57013 0 8 None Yes 27.95 No No Month-to-Month No Bank Withdrawal -5 164.3 0 0 223.6 387.9 Churned Attitude Attitude of support person 4163-HFTUK Male 34 No 0 Oxnard 93033 34.156629 -119.117218 0 51 Offer B Yes 29.33 No No One Year No Bank Withdrawal 19.1 1007.8 0 0 1495.83 2503.63 Stayed 4163-KIUHY Male 21 No 0 Los Angeles 90006 34.048013 -118.293953 0 35 None Yes 39.84 Yes No Month-to-Month Yes Bank Withdrawal 25.6 901.25 0 0 1394.4 2295.65 Stayed 4163-NCJAK Female 55 Yes 0 Palm Desert 92260 33.694501 -116.412711 9 46 Offer B Yes 35.46 Yes No One Year Yes Bank Withdrawal 24.45 1066.15 0 0 1631.16 2697.31 Stayed 4174-LPGTI Female 49 Yes 0 Beaumont 92223 33.946982 -116.977672 1 41 None Yes 32.02 No Yes DSL 28 No Yes No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 66.5 2728.6 0 0 1312.82 4041.42 Churned Other Moved 4176-FXYBO Male 35 Yes 0 Whittier 90603 33.945318 -117.992066 9 54 Offer B Yes 49.9 Yes Yes Fiber Optic 29 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 109.55 6118.95 0 0 2694.6 8813.55 Stayed 4176-RELJR Male 73 No 0 Elmira 95625 38.349195 -121.902943 0 67 None Yes 14.69 Yes No Two Year No Credit Card 25.1 1672.15 0 0 984.23 2656.38 Stayed 4177-JPDFU Male 35 No 0 Redcrest 95569 40.363446 -123.835041 0 12 Offer D No Yes Cable 6 No Yes No Yes No No No Yes Month-to-Month No Credit Card 34 442.45 0 0 0 442.45 Stayed 4178-EGMON Male 30 Yes 0 Prather 93651 37.007238 -119.505661 9 70 None Yes 9.28 Yes Yes Fiber Optic 51 Yes Yes No Yes No No No Yes Two Year Yes Credit Card 88 5986.45 0 0 649.6 6636.05 Stayed 4182-BGSIQ Female 46 Yes 1 Durham 95938 39.607831 -121.777959 6 10 Offer D Yes 19.05 No No Month-to-Month Yes Bank Withdrawal 19.8 196.75 0 0 190.5 387.25 Stayed 4183-MYFRB Female 30 No 0 Los Angeles 90021 34.029043 -118.239504 0 21 Offer D Yes 6.49 No Yes Fiber Optic 73 No Yes Yes No No Yes Yes No Month-to-Month Yes Bank Withdrawal 90.05 1862.9 0 30 136.29 2029.19 Stayed 4183-WCSEP Male 46 No 0 Weaverville 96093 40.759401 -122.939337 0 31 None Yes 34.38 No Yes Fiber Optic 20 No Yes No Yes No No No No Month-to-Month Yes Bank Withdrawal 78.45 2435.15 0 40 1065.78 3540.93 Churned Price Long distance charges 4184-TJFAN Female 68 Yes 0 Berkeley 94707 37.897753 -122.279391 1 3 Offer E Yes 25.77 No Yes Fiber Optic 2 Yes No No Yes Yes No No Yes Month-to-Month Yes Mailed Check 88.3 273.75 0 0 77.31 351.06 Churned Attitude Attitude of support person 4184-VODJZ Male 62 Yes 2 Forks Of Salmon 96031 41.232128 -123.194748 4 63 Offer B Yes 48.62 Yes Yes Fiber Optic 28 No Yes No No No Yes Yes Yes One Year Yes Bank Withdrawal 91.35 5764.7 18.78 0 3063.06 8808.98 Stayed 4186-ZBUEW Female 55 No 0 Compton 90221 33.885811 -118.206459 0 36 Offer C Yes 29.27 Yes Yes DSL 9 No Yes No Yes No Yes Yes No One Year Yes Credit Card 70.7 2511.95 0 60 1053.72 3625.67 Stayed 4187-CINZD Female 73 No 0 Lakewood 90712 33.840524 -118.148403 0 46 None Yes 6.13 No Yes Fiber Optic 30 No Yes No No Yes Yes No Yes One Year No Credit Card 95.25 4424.2 0 0 281.98 4706.18 Churned Competitor Competitor had better devices 4188-FRABG Male 36 Yes 0 Sunland 91040 34.282704 -118.312929 4 57 None Yes 31.79 Yes Yes Fiber Optic 13 Yes Yes Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 103.05 5925.75 0 0 1812.03 7737.78 Stayed 4188-PCPIG Female 32 Yes 0 Valencia 91354 34.457005 -118.573726 1 57 Offer B Yes 48 No Yes Cable 24 Yes Yes No Yes Yes No No Yes Two Year Yes Credit Card 70.35 4124.65 0 0 2736 6860.65 Stayed 4189-NAKJS Male 29 No 0 Murphys 95247 38.147852 -120.440124 0 26 Offer C Yes 24.67 Yes Yes Cable 59 No No No No No No No Yes One Year Yes Credit Card 51.55 1295.4 0 0 641.42 1936.82 Stayed 4190-MFLUW Female 21 Yes 0 San Diego 92121 32.898613 -117.202937 6 10 None Yes 9.41 No Yes Cable 69 No No Yes Yes No No No Yes Month-to-Month No Credit Card 55.2 528.35 0 0 94.1 622.45 Churned Competitor Competitor made better offer 4191-XOVOM Male 25 No 0 Oakland 94611 37.828416 -122.216005 0 63 Offer B Yes 22.73 Yes Yes Fiber Optic 73 No Yes No Yes Yes Yes Yes No Month-to-Month No Bank Withdrawal 105.4 6713.2 0 130 1431.99 8275.19 Stayed 4192-GORJT Male 43 Yes 0 Fremont 94555 37.555473 -122.080312 1 5 None Yes 39.36 No Yes Fiber Optic 24 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.45 498.1 0 0 196.8 694.9 Churned Competitor Competitor had better devices 4193-IBKSW Male 27 Yes 1 San Pedro 90731 33.736387 -118.284363 1 72 Offer A Yes 35.33 Yes No Two Year No Bank Withdrawal 24.75 1769.6 0 0 2543.76 4313.36 Stayed 4193-ORFCL Female 80 No 0 North Hollywood 91606 34.187599 -118.387125 0 1 Offer E Yes 15.24 No Yes DSL 14 No No No No No No No Yes Month-to-Month No Credit Card 45.1 45.1 0 0 15.24 60.34 Churned Competitor Competitor had better devices 4194-FJARJ Female 22 Yes 3 Albany 94706 37.890274 -122.295192 6 54 None Yes 8.53 Yes Yes Cable 73 Yes No No Yes No No No Yes Two Year No Bank Withdrawal 60 3273.95 0 0 460.62 3734.57 Stayed 4194-WHFCB Female 35 Yes 5 Aromas 95004 36.878364 -121.629781 2 59 None Yes 48.07 Yes Yes Fiber Optic 53 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.65 5580.8 0 0 2836.13 8416.93 Stayed 4195-NZGTA Female 40 No 0 Valencia 91354 34.457005 -118.573726 0 1 None No Yes Cable 2 No No No No No No No Yes Month-to-Month No Bank Withdrawal 25.25 25.25 0 0 0 25.25 Joined 4195-PNGZS Male 23 Yes 3 Irvine 92620 33.716136 -117.752574 1 69 None Yes 33.09 Yes No Two Year No Bank Withdrawal 24.45 1718.2 0 0 2283.21 4001.41 Stayed 4195-SMMNX Male 62 No 0 Hydesville 95547 40.557314 -124.081662 0 2 None Yes 32.03 No No Month-to-Month No Mailed Check 20.35 33.2 0 0 64.06 97.26 Churned Attitude Attitude of support person 4198-VFOEA Female 58 No 0 Stanford 94305 37.424342 -122.165641 0 12 None No Yes DSL 19 Yes No No Yes No No No Yes One Year Yes Mailed Check 33.6 435.45 0 0 0 435.45 Stayed 4199-QHJNM Male 72 Yes 0 Bass Lake 93604 37.458367 -119.345011 9 67 Offer A Yes 48.68 Yes Yes Fiber Optic 17 No Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 102.9 6989.7 0 0 3261.56 10251.26 Stayed 4201-JMNGR Female 66 No 0 Lucerne Valley 92356 34.508417 -116.856103 0 1 Offer E Yes 26.22 No Yes Cable 22 Yes No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 55.8 55.8 0 0 26.22 82.02 Churned Dissatisfaction Service dissatisfaction 4203-QGNZA Female 27 No 3 Los Angeles 90021 34.029043 -118.239504 0 28 None Yes 26.09 No No Month-to-Month No Credit Card 20.25 535.35 0 0 730.52 1265.87 Stayed 4208-UFFGW Male 80 No 0 Byron 94514 37.83323 -121.601461 0 2 Offer E Yes 26.62 No Yes DSL 11 No No No No No No No Yes Month-to-Month No Credit Card 44.95 85.15 0 0 53.24 138.39 Churned Other Don't know 4210-QFJMF Female 41 No 0 Fallbrook 92028 33.362575 -117.299644 0 4 Offer E Yes 36.91 No Yes Fiber Optic 23 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.15 317.25 0 0 147.64 464.89 Churned Competitor Competitor made better offer 4211-MMAZN Male 41 No 0 Vacaville 95688 38.419088 -122.024568 0 1 Offer E Yes 23.16 No No Month-to-Month No Mailed Check 20.25 20.25 0 0 23.16 43.41 Churned Attitude Attitude of support person 4213-HKBJO Female 60 No 0 Martinez 94553 38.014457 -122.115432 0 33 None Yes 36.5 Yes No Two Year No Credit Card 25.7 826.1 0 0 1204.5 2030.6 Stayed 4220-TINQT Female 41 Yes 0 Raisin City 93652 36.594542 -119.905245 3 61 None Yes 27.63 Yes Yes Fiber Optic 29 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.35 6751.35 0 0 1685.43 8436.78 Stayed 4223-BKEOR Female 55 No 0 San Bernardino 92411 34.122501 -117.320138 0 21 Offer D Yes 30.88 No Yes DSL 15 Yes No Yes No No Yes Yes Yes One Year No Mailed Check 64.85 1336.8 0 0 648.48 1985.28 Stayed 4223-WOZCM Male 71 No 0 Carmel 93923 36.460611 -121.852507 0 2 Offer E Yes 37.97 No Yes DSL 9 No No Yes No No No No Yes Two Year No Mailed Check 49.95 107.1 0 0 75.94 183.04 Joined 4226-KKDON Male 41 No 0 French Camp 95231 37.873283 -121.292034 0 8 Offer E Yes 30.8 No Yes DSL 27 No Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 66.65 520.95 0 0 246.4 767.35 Stayed 4227-OJHAL Female 47 Yes 2 El Centro 92243 32.770393 -115.60915 8 68 None Yes 20.15 Yes Yes DSL 16 Yes Yes Yes No Yes No No Yes One Year Yes Credit Card 73 5163 0 0 1370.2 6533.2 Stayed 4228-ZGYUW Male 42 No 0 San Francisco 94108 37.791998 -122.408653 0 4 Offer E Yes 12.24 Yes Yes Fiber Optic 11 No Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 90.05 368.1 0 30 48.96 447.06 Churned Competitor Competitor offered more data 4229-CZMLL Male 49 No 0 Salinas 93901 36.64152 -121.622188 0 6 None Yes 6.32 Yes Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.9 469.8 0 0 37.92 507.72 Churned Dissatisfaction Service dissatisfaction 4231-LZUYM Female 37 Yes 0 Larkspur 94939 37.937082 -122.532369 4 72 None Yes 12.58 Yes No Two Year No Bank Withdrawal 25.65 1887 0 0 905.76 2792.76 Stayed 4232-JGKIY Male 22 No 0 Los Angeles 90011 34.00709 -118.258681 0 1 None Yes 26.37 No No Month-to-Month No Bank Withdrawal 19.2 19.2 0 0 26.37 45.57 Joined 4234-XTNEA Male 25 No 0 Irvine 92606 33.703976 -117.824172 0 2 None Yes 37.7 No Yes Fiber Optic 73 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.95 174.45 0 0 75.4 249.85 Joined 4236-UJPWO Female 34 No 0 Alviso 95002 37.449537 -121.994813 0 2 Offer E No Yes DSL 5 No No No No No No No Yes Month-to-Month No Bank Withdrawal 24.5 46.4 0 0 0 46.4 Joined 4236-XPXAV Female 45 Yes 0 Dunnigan 95937 38.931425 -121.946081 1 5 None Yes 9.23 No Yes Fiber Optic 25 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Mailed Check 99.15 465.05 0 0 46.15 511.2 Churned Other Moved 4237-CLSMM Male 45 Yes 0 Highland 92346 34.129677 -117.154277 10 2 None Yes 34.38 No No Month-to-Month No Mailed Check 20 38 0 0 68.76 106.76 Joined 4237-RLAQD Male 58 No 0 Callahan 96014 41.388397 -122.794636 0 1 Offer E Yes 44.75 No Yes Cable 12 No No No No No No No Yes Month-to-Month Yes Credit Card 45.85 45.85 0 0 44.75 90.6 Churned Attitude Attitude of support person 4238-HFHSN Male 66 Yes 0 Elverta 95626 38.734997 -121.463719 4 61 Offer B Yes 26.55 Yes Yes Fiber Optic 2 No Yes No No No No No Yes One Year Yes Bank Withdrawal 82.15 4904.85 0 0 1619.55 6524.4 Stayed 4238-JSSWH Female 70 Yes 0 Porterville 93257 36.008958 -118.891593 1 35 None Yes 45.13 Yes Yes Fiber Optic 10 No No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 102.05 3452.55 0 0 1579.55 5032.1 Stayed 4248-HCETZ Male 77 Yes 0 Sacramento 95814 38.584505 -121.491956 1 30 Offer C Yes 6.23 No Yes Fiber Optic 4 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 79.65 2365.15 0 0 186.9 2552.05 Churned Attitude Attitude of support person 4248-QPAVC Female 80 Yes 0 San Diego 92130 32.957195 -117.202542 1 17 Offer D Yes 36.82 Yes Yes Fiber Optic 6 Yes No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 85.35 1463.45 0 0 625.94 2089.39 Churned Competitor Competitor made better offer 4250-FDVOU Female 44 No 0 Woodland 95695 38.71967 -121.862416 0 6 Offer E Yes 17.18 No Yes DSL 22 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 56.25 389.1 0 0 103.08 492.18 Churned Attitude Attitude of support person 4250-WAROZ Male 70 Yes 3 Fresno 93701 36.749403 -119.787574 4 60 None Yes 19.68 Yes Yes Fiber Optic 53 Yes Yes No No No Yes No Yes One Year Yes Bank Withdrawal 93.25 5774.55 0 0 1180.8 6955.35 Stayed 4250-ZBWLV Male 24 No 0 Olema 94950 38.052209 -122.775567 0 68 Offer A Yes 21.74 Yes Yes Fiber Optic 73 No Yes Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 108.45 7176.55 9.68 0 1478.32 8645.19 Churned Competitor Competitor offered higher download speeds 4254-QPEDE Female 22 Yes 0 Banning 92220 33.936298 -116.849577 3 52 None No Yes DSL 52 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 66.25 3330.1 0 0 0 3330.1 Stayed 4255-DDUOU Female 47 Yes 3 Casmalia 93429 34.866032 -120.536546 0 1 None Yes 34.57 No No Month-to-Month Yes Mailed Check 20.5 20.5 0 0 34.57 55.07 Churned Price Long distance charges 4256-ZWTZI Female 22 No 1 Morro Bay 93442 35.369553 -120.763864 0 5 None Yes 40.03 No Yes DSL 52 No No No Yes No No No No Month-to-Month Yes Credit Card 51 286.8 0 0 200.15 486.95 Stayed 4257-GAESD Female 25 No 0 Dinuba 93618 36.523619 -119.386868 0 6 Offer E No Yes Cable 52 No No No No Yes Yes Yes Yes Month-to-Month No Credit Card 45 298.7 0 0 0 298.7 Stayed 4273-MBHYA Female 38 No 1 Desert Hot Springs 92241 33.832799 -116.250973 0 1 None Yes 5.36 No Yes Fiber Optic 19 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.35 89.35 0 0 5.36 94.71 Joined 4274-DRSQT Female 33 No 0 Potrero 91963 32.619465 -116.593605 0 66 None Yes 31.93 Yes Yes Fiber Optic 15 No Yes No No Yes No No Yes One Year Yes Bank Withdrawal 88.9 6000.1 0 0 2107.38 8107.48 Stayed 4274-OWWYO Male 56 No 0 Walnut Grove 95690 38.240419 -121.587535 0 1 None Yes 4.8 No Yes Fiber Optic 11 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.35 74.35 0 0 4.8 79.15 Churned Other Deceased 4277-BWBML Male 48 Yes 2 Three Rivers 93271 36.413433 -118.854708 0 72 Offer A Yes 8.53 No No Two Year No Bank Withdrawal 19.95 1322.85 0 0 614.16 1937.01 Stayed 4277-PVRAN Female 34 No 0 Daly City 94014 37.691561 -122.445202 0 8 None Yes 36.39 No Yes Fiber Optic 7 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 80.1 679.3 0 0 291.12 970.42 Churned Competitor Competitor had better devices 4277-UDIEF Male 51 Yes 3 Nuevo 92567 33.82769 -117.102244 3 24 Offer C Yes 45.68 Yes Yes Cable 26 Yes No No Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 81 1923.85 0 0 1096.32 3020.17 Stayed 4280-DLSHD Male 36 Yes 0 San Bernardino 92411 34.122501 -117.320138 10 8 Offer E Yes 19 No Yes Cable 8 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 54.75 445.85 0 0 152 597.85 Stayed 4282-ACRXS Male 69 Yes 0 Covina 91723 34.084747 -117.886844 2 38 Offer C No Yes Cable 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.85 955.75 0 0 0 955.75 Stayed 4282-MSACW Male 39 No 0 Tahoe City 96145 39.178337 -120.162806 0 68 None Yes 32.67 Yes Yes Fiber Optic 3 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 117.2 8035.95 0 0 2221.56 10257.51 Stayed 4282-YMKNA Female 55 No 0 Biola 93606 36.798882 -120.019511 0 9 Offer E Yes 16.48 Yes Yes Fiber Optic 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.75 706.6 0 0 148.32 854.92 Churned Competitor Competitor made better offer 4283-FUTGF Male 67 No 0 El Sobrante 94803 37.963995 -122.288296 0 19 None Yes 16.78 Yes Yes Fiber Optic 15 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 79.85 1471.75 0 0 318.82 1790.57 Churned Dissatisfaction Network reliability 4283-IVYCI Male 40 No 0 Sacramento 95832 38.445939 -121.496855 0 9 Offer E Yes 27.53 No Yes Cable 11 Yes No No Yes No Yes Yes Yes Month-to-Month No Credit Card 64.95 547.8 0 0 247.77 795.57 Stayed 4285-GYRQC Female 63 Yes 0 Newport Beach 92662 33.606336 -117.893042 1 7 Offer E Yes 44.66 No Yes Fiber Optic 26 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.25 587.1 0 0 312.62 899.72 Churned Attitude Attitude of support person 4289-DTDKW Male 54 Yes 0 Madera 93637 36.902954 -120.194274 1 40 Offer B Yes 22.56 Yes Yes Cable 4 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.3 4113.1 0 0 902.4 5015.5 Churned Competitor Competitor had better devices 4290-BSXUX Male 33 Yes 0 Fields Landing 95537 40.726949 -124.217378 1 3 None Yes 43.27 Yes Yes Fiber Optic 17 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 79.65 251.75 0 0 129.81 381.56 Churned Competitor Competitor offered more data 4291-HPAXL Male 63 No 2 Galt 95632 38.274451 -121.259201 0 1 None Yes 29.1 No No Month-to-Month No Credit Card 19.85 19.85 0 0 29.1 48.95 Joined 4291-HYEBC Female 76 Yes 3 Weldon 93283 35.55647 -118.244914 2 28 None No Yes DSL 21 No Yes No No No Yes Yes Yes One Year Yes Bank Withdrawal 39.1 1096.6 0 0 0 1096.6 Stayed 4291-SHSBH Male 25 No 0 Modesto 95354 37.639029 -120.964772 0 7 Offer E Yes 8.95 No Yes Fiber Optic 52 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.55 521.35 0 0 62.65 584 Stayed 4291-TPNFG Male 56 Yes 0 Raisin City 93652 36.594542 -119.905245 1 72 Offer A Yes 29.29 Yes Yes DSL 30 Yes Yes Yes Yes No Yes Yes No Two Year Yes Bank Withdrawal 82.3 5980.55 0 140 2108.88 8229.43 Stayed 4291-YZODP Female 56 No 3 San Carlos 94070 37.497915 -122.267361 0 7 Offer E Yes 49.66 No No One Year No Credit Card 20.05 96.8 0 0 347.62 444.42 Stayed 4293-ETKAP Female 42 Yes 1 Litchfield 96117 40.507272 -120.338228 10 65 Offer B Yes 1.83 Yes Yes Cable 13 No Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 79.4 5071.9 0 0 118.95 5190.85 Stayed 4295-YURET Female 78 Yes 1 San Quentin 94964 37.942551 -122.491642 8 56 Offer B Yes 5.93 No Yes DSL 19 Yes No No Yes Yes Yes No No Two Year Yes Credit Card 72.6 4084.35 0 140 332.08 4556.43 Stayed 4298-OYIFC Male 59 Yes 0 Loyalton 96118 39.637471 -120.226338 1 15 None Yes 18.6 Yes Yes Fiber Optic 13 No No Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 103.45 1539.8 0 140 279 1958.8 Stayed 4299-OPXEJ Female 57 No 0 Inglewood 90301 33.956445 -118.358634 0 56 Offer B Yes 13.89 No No Two Year Yes Bank Withdrawal 19.55 1080.55 0 0 777.84 1858.39 Stayed 4299-SIMNS Male 43 No 0 Temple City 91780 34.101608 -118.055848 0 9 Offer E Yes 34.34 Yes Yes Fiber Optic 6 Yes No No No No No No No Month-to-Month Yes Bank Withdrawal 81.15 784.45 0 50 309.06 1143.51 Stayed 4301-VVZKA Male 25 Yes 0 San Francisco 94123 37.800254 -122.436975 1 16 None Yes 25.83 Yes Yes Fiber Optic 46 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.4 1189.4 0 0 413.28 1602.68 Stayed 4302-ZYFEL Male 23 Yes 2 Belvedere Tiburon 94920 37.885629 -122.46858 8 69 Offer A Yes 26.44 No No One Year Yes Credit Card 20.55 1403.1 0 0 1824.36 3227.46 Stayed 4304-TSPVK Female 46 Yes 0 Tupman 93276 35.316263 -119.402559 8 68 Offer A Yes 23.14 Yes Yes Fiber Optic 21 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 114.9 7843.55 0 0 1573.52 9417.07 Stayed 4304-XUMGI Male 74 Yes 2 Moreno Valley 92557 33.970661 -117.255039 3 50 None Yes 32.9 Yes Yes DSL 18 Yes Yes Yes No No Yes Yes Yes Two Year Yes Bank Withdrawal 75.15 3822.45 0 0 1645 5467.45 Stayed 4307-KTUMW Male 27 Yes 0 Santa Barbara 93108 34.457541 -119.631072 1 53 Offer B Yes 31.24 Yes Yes Fiber Optic 73 Yes No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 93.9 5029.2 0 0 1655.72 6684.92 Churned Attitude Attitude of service provider 4307-KWMXE Male 53 No 0 Llano 93544 34.500091 -117.765862 0 10 Offer D No Yes DSL 22 No Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 35.75 389.8 0 0 0 389.8 Stayed 4310-KEDTB Female 24 No 2 Yuba City 95993 39.075694 -121.70606 0 26 None No Yes DSL 27 No No Yes No No No No Yes Month-to-Month Yes Credit Card 29.8 786.5 10.28 0 0 776.22 Stayed 4311-QTTAI Female 63 No 0 Van Nuys 91411 34.17847 -118.459472 0 16 None Yes 40.95 No No One Year No Credit Card 19.35 295.55 0 0 655.2 950.75 Stayed 4312-GVYNH Female 46 Yes 0 Westminster 92683 33.752591 -117.993661 8 70 None No Yes Cable 26 Yes No Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 49.85 3370.2 0 0 0 3370.2 Stayed 4312-KFRXN Male 61 Yes 0 Bradley 93426 35.842889 -121.004862 2 72 Offer A Yes 34.29 Yes No Two Year No Credit Card 25.4 1710.9 0 0 2468.88 4179.78 Stayed 4315-MURBD Female 64 No 0 San Bruno 94066 37.624436 -122.430661 0 12 None Yes 34.92 No Yes Cable 23 Yes No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.9 1120.95 0 0 419.04 1539.99 Churned Price Price too high 4316-XCSLJ Male 35 No 3 Palo Alto 94301 37.444314 -122.149996 0 17 None Yes 45.61 No Yes DSL 53 Yes No No No No No No Yes Month-to-Month Yes Credit Card 50.3 846.8 0 0 775.37 1622.17 Stayed 4317-VTEOA Male 61 No 0 Rowland Heights 91748 33.976753 -117.897367 0 1 Offer E Yes 43.03 No Yes DSL 3 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.75 50.75 0 0 43.03 93.78 Churned Competitor Competitor had better devices 4318-RAJVY Female 57 No 0 Encino 91436 34.152875 -118.486056 0 10 None Yes 2.84 No No One Year Yes Credit Card 19.8 198.25 0 0 28.4 226.65 Stayed 4320-QMLLA Male 57 No 0 Avery 95224 38.208336 -120.339938 0 7 None Yes 5.61 No Yes DSL 24 No No No No Yes No No Yes Month-to-Month No Mailed Check 54.85 370.4 0 0 39.27 409.67 Stayed 4322-RCYMT Male 63 Yes 0 San Diego 92122 32.85723 -117.209774 1 68 Offer A Yes 29.18 Yes Yes DSL 18 No Yes Yes Yes No Yes Yes No One Year Yes Bank Withdrawal 75.8 5293.95 0 90 1984.24 7368.19 Churned Competitor Competitor made better offer 4323-ELYYB Male 54 Yes 2 Likely 96116 41.266008 -120.490731 7 13 None Yes 4.26 No No One Year No Credit Card 20 218.55 0 0 55.38 273.93 Stayed 4323-OHFOW Female 72 Yes 0 Newhall 91321 34.370378 -118.504118 1 70 None Yes 33.74 Yes Yes Fiber Optic 24 No Yes No Yes Yes Yes No Yes One Year Yes Bank Withdrawal 105.55 7195.35 0 0 2361.8 9557.15 Stayed 4323-SADQS Male 61 Yes 6 Concord 94521 37.971421 -121.971504 2 7 None No Yes Cable 30 Yes No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 34.5 279.25 0 0 0 279.25 Churned Dissatisfaction Service dissatisfaction 4324-AHJKS Female 42 No 0 Buttonwillow 93206 35.451402 -119.488413 0 5 None Yes 24.83 No Yes DSL 26 Yes No Yes No No No No Yes Month-to-Month No Credit Card 55.8 300.4 0 0 124.15 424.55 Stayed 4324-BZCKL Female 30 Yes 2 Paynes Creek 96075 40.343213 -121.815412 6 10 None Yes 5.74 No Yes DSL 59 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 55.55 551.3 0 0 57.4 608.7 Stayed 4325-NFSKC Male 68 No 0 Pacific Palisades 90272 34.079449 -118.548306 0 19 Offer D Yes 28.12 Yes Yes Fiber Optic 25 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.6 1660 0 0 534.28 2194.28 Churned Price Extra data charges 4328-VUFWD Female 62 No 0 Vallejo 94591 38.105733 -122.186338 0 39 None Yes 6.77 No Yes DSL 17 No No No Yes No Yes Yes Yes One Year No Bank Withdrawal 59.3 2209.15 0 0 264.03 2473.18 Stayed 4329-YPDDQ Male 40 No 0 Cazadero 95421 38.578807 -123.19338 0 20 None Yes 16.05 No Yes Fiber Optic 18 Yes Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 108.2 2203.7 0 0 321 2524.7 Stayed 4332-MUOEZ Male 78 Yes 0 Moreno Valley 92553 33.923149 -117.244933 1 20 None Yes 32.54 No Yes Fiber Optic 5 Yes No Yes Yes No Yes No Yes One Year No Credit Card 94.3 1818.3 0 0 650.8 2469.1 Stayed 4334-HOWRP Male 70 Yes 0 Cambria 93428 35.591387 -121.032256 1 72 Offer A No Yes DSL 7 Yes Yes Yes Yes Yes Yes No No Two Year Yes Credit Card 64.95 4546 0 30 0 4576 Stayed 4335-BSMJS Female 55 No 0 Sanger 93657 36.819628 -119.440414 0 62 None Yes 8.23 Yes No Two Year Yes Credit Card -6 1563.95 0 0 510.26 2074.21 Stayed 4335-UPJSI Female 57 No 1 Aguanga 92536 33.482243 -116.827173 0 24 None Yes 34.24 No No Two Year No Mailed Check 19.75 498.1 0 0 821.76 1319.86 Stayed 4338-EYCER Male 57 Yes 0 Carlotta 95528 40.497283 -123.93037 4 21 None Yes 17.19 No Yes DSL 11 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 54.6 1125.2 0 0 360.99 1486.19 Stayed 4342-HENTK Female 67 No 0 Garberville 95542 40.057784 -123.679461 0 2 None Yes 12.52 No Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.65 142.35 0 0 25.04 167.39 Churned Competitor Competitor had better devices 4342-HFXWS Female 19 Yes 1 Santa Monica 90401 34.015481 -118.493231 6 48 Offer B Yes 44.66 No Yes DSL 27 Yes No Yes Yes Yes No No Yes One Year No Bank Withdrawal 69.7 3023.65 0 0 2143.68 5167.33 Stayed 4343-EJVQB Male 48 No 0 Mariposa 95338 37.526791 -119.99437 0 7 None Yes 1.67 No Yes Fiber Optic 23 Yes No No No No No No Yes Month-to-Month No Credit Card 74.35 533.6 0 0 11.69 545.29 Stayed 4349-GFQHK Male 30 No 0 Mentone 92359 34.103578 -117.04054 0 1 Offer E Yes 25.39 Yes Yes DSL 52 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 54.35 54.35 0 0 25.39 79.74 Churned Attitude Attitude of service provider 4350-ZTLPI Female 36 Yes 0 Van Nuys 91401 34.178483 -118.431791 1 53 Offer B Yes 18 Yes Yes Fiber Optic 20 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 108.95 5718.2 0 0 954 6672.2 Stayed 4351-QLCSU Female 47 No 0 Quincy 95971 39.971228 -121.041166 0 1 None Yes 32.74 No Yes DSL 26 No No No No Yes No No Yes Month-to-Month Yes Credit Card 55 55 0 0 32.74 87.74 Churned Price Long distance charges 4353-HYOJD Female 37 Yes 5 Monrovia 91016 34.1528 -118.000482 5 27 Offer C Yes 19.32 No Yes DSL 30 No Yes No No No No No Yes Month-to-Month No Credit Card 49.85 1336.15 0 0 521.64 1857.79 Stayed 4355-CVPVS Female 49 Yes 1 California Hot Springs 93207 35.865795 -118.69759 4 56 None Yes 12.97 No Yes Fiber Optic 28 No No No No Yes Yes Yes Yes One Year No Bank Withdrawal 88.9 4968 0 0 726.32 5694.32 Stayed 4355-HBJHH Male 49 Yes 0 Waterford 95386 37.669516 -120.626964 0 67 None Yes 42.77 Yes Yes DSL 3 Yes No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 79.7 5293.4 0 0 2865.59 8158.99 Churned Price Price too high 4359-INNWN Female 63 No 0 Dunsmuir 96025 41.212695 -122.392067 0 17 Offer D Yes 3.84 No No One Year No Credit Card 20.05 337.9 43.68 0 65.28 359.5 Stayed 4360-PNRQB Male 27 No 0 Yucca Valley 92284 34.159534 -116.425984 0 18 Offer D Yes 15.18 Yes Yes Fiber Optic 42 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.6 1395.05 0 0 273.24 1668.29 Stayed 4360-QRAVE Male 75 No 0 Farmington 95230 37.956963 -120.863055 0 37 Offer C No Yes DSL 29 No Yes Yes No No No No Yes Two Year No Bank Withdrawal 36.65 1315 0 0 0 1315 Stayed 4361-BKAXE Female 23 No 0 Boulder Creek 95006 37.171727 -122.142961 0 41 Offer B Yes 21.56 Yes Yes Fiber Optic 59 Yes Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 114.5 4527.45 0 0 883.96 5411.41 Churned Competitor Competitor made better offer 4361-FEBGN Male 41 No 0 San Francisco 94131 37.746699 -122.442833 0 48 None Yes 33.68 No No Two Year No Credit Card 20.15 982.95 0 0 1616.64 2599.59 Stayed 4361-JEIVL Male 29 No 3 Greenfield 93927 36.248708 -121.386617 0 1 Offer E Yes 7.14 No Yes DSL 52 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 44.4 44.4 0 0 7.14 51.54 Churned Attitude Attitude of service provider 4365-MSDYN Male 38 Yes 0 San Clemente 92672 33.429488 -117.609432 7 8 None Yes 22.34 No No Month-to-Month Yes Bank Withdrawal 19.55 161.15 0 0 178.72 339.87 Stayed 4366-CTOUZ Female 36 No 0 Bodega Bay 94923 38.377165 -123.037957 0 50 None Yes 15.1 No Yes Fiber Optic 9 No Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 100.2 5038.45 0 0 755 5793.45 Stayed 4367-NHWMM Female 37 No 0 Corte Madera 94925 37.924014 -122.511694 0 1 None No Yes Cable 13 No No No No No No No Yes Month-to-Month Yes Credit Card 24.9 24.9 0 0 0 24.9 Joined 4367-NUYAO Male 39 Yes 1 Cupertino 95014 37.306612 -122.080621 5 10 None Yes 22.83 Yes No Two Year No Credit Card 25.75 257.5 0 0 228.3 485.8 Stayed 4369-HTUIF Male 73 No 0 Pismo Beach 93449 35.165668 -120.655842 0 6 Offer E Yes 29.41 No Yes Fiber Optic 30 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.15 503.6 0 0 176.46 680.06 Churned Attitude Attitude of service provider 4369-NYSCF Male 61 No 0 Oakland 94606 37.792489 -122.244314 0 56 Offer B Yes 18.42 No Yes DSL 13 No Yes No Yes Yes Yes Yes No One Year Yes Bank Withdrawal 75.75 4284.65 0 90 1031.52 5406.17 Stayed 4373-MAVJG Female 64 Yes 0 San Diego 92117 32.825086 -117.199424 1 14 Offer D Yes 13.64 Yes Yes Fiber Optic 9 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.9 1259 0 0 190.96 1449.96 Churned Competitor Competitor made better offer 4373-VVHQL Male 37 No 0 Arroyo Grande 93420 35.176236 -120.483243 0 1 Offer E Yes 18.57 No Yes DSL 26 No No No No No No No No Month-to-Month Yes Bank Withdrawal 44.75 44.75 0 10 18.57 73.32 Joined 4374-YMUSQ Male 64 No 0 Lake Elsinore 92530 33.655421 -117.391751 0 34 Offer C Yes 22.41 Yes Yes Fiber Optic 13 Yes Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 116.25 3899.05 0 0 761.94 4660.99 Stayed 4376-KFVRS Male 52 Yes 0 Barstow 92311 34.965648 -117.001509 5 72 Offer A Yes 30.75 Yes Yes Fiber Optic 3 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 114.05 8468.2 0 0 2214 10682.2 Stayed 4377-VDHYI Male 29 Yes 3 Patterson 95363 37.410236 -121.320337 6 32 None Yes 36.65 No Yes Fiber Optic 69 Yes Yes No No No Yes Yes Yes One Year Yes Bank Withdrawal -7 3023.85 0 0 1172.8 4196.65 Stayed 4378-BZYFP Male 41 No 0 Fairfield 94533 38.287136 -122.02711 0 17 None Yes 42.66 No No One Year Yes Mailed Check 20.5 365.8 0 0 725.22 1091.02 Stayed 4378-MYPGO Male 41 Yes 2 Greenwood 95635 38.921333 -120.897718 3 68 None Yes 31.4 No Yes Fiber Optic 19 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.25 7173.15 0 0 2135.2 9308.35 Stayed 4381-MHQDC Female 38 No 0 Solvang 93463 34.624399 -120.137875 0 47 Offer B Yes 35.75 Yes Yes DSL 13 Yes No Yes Yes No No No No Two Year Yes Credit Card 65 2879.9 0 0 1680.25 4560.15 Stayed 4385-GZQXV Female 68 No 0 Ontario 91764 34.074087 -117.605618 0 16 Offer D Yes 9.43 No Yes Fiber Optic 9 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.45 1511.2 0 0 150.88 1662.08 Churned Competitor Competitor had better devices 4385-ZKVNW Male 58 Yes 3 San Francisco 94102 37.7795 -122.419233 4 44 None Yes 46.54 No Yes DSL 52 No Yes No Yes No No No No Month-to-Month Yes Bank Withdrawal 54.9 2549.1 0 130 2047.76 4726.86 Stayed 4389-UEFCZ Female 25 Yes 0 Monte Rio 95462 38.471049 -123.015549 0 72 None Yes 21.96 Yes Yes Fiber Optic 59 Yes No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.5 7544 0 0 1581.12 9125.12 Stayed 4390-KYULV Male 41 Yes 0 Piru 93040 34.432843 -118.730106 1 3 Offer E Yes 37.61 No No Month-to-Month Yes Credit Card 20.55 51.15 0 0 112.83 163.98 Churned Attitude Attitude of support person 4391-LNRXK Male 37 No 0 Port Costa 94569 38.035707 -122.196821 0 22 Offer D Yes 48.07 No Yes Fiber Optic 18 No Yes Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.95 2142.8 0 0 1057.54 3200.34 Stayed 4391-RESHN Male 49 No 0 Lemon Cove 93244 36.462671 -118.997291 0 23 Offer D Yes 16.28 Yes Yes Fiber Optic 2 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 104.05 2470.1 0 0 374.44 2844.54 Churned Competitor Competitor had better devices 4393-GEADV Male 54 Yes 3 Dulzura 91917 32.622999 -116.687855 10 70 None Yes 39.06 Yes Yes Fiber Optic 75 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 114.75 7842.3 0 0 2734.2 10576.5 Stayed 4393-OBCRR Female 60 No 0 Bella Vista 96008 40.722733 -122.109666 0 3 None Yes 1.47 No No One Year No Mailed Check 20.25 71.2 0 0 4.41 75.61 Joined 4393-RYCRE Male 25 No 0 Macdoel 96058 41.769709 -121.92063 0 44 None Yes 38.33 No Yes Fiber Optic 41 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 106.05 4510.8 0 0 1686.52 6197.32 Stayed 4395-PZMSN Male 67 No 0 San Gregorio 94074 37.331762 -122.341444 0 5 Offer E Yes 18.38 No Yes Fiber Optic 15 No Yes No No No Yes Yes Yes Two Year Yes Bank Withdrawal 85.55 408.5 0 0 91.9 500.4 Stayed 4396-KLSEH Male 26 No 0 Bakersfield 93311 35.16207 -119.194488 0 4 Offer E Yes 6.88 No No Month-to-Month Yes Bank Withdrawal 19.85 63 0 0 27.52 90.52 Stayed 4397-FRLTA Female 35 No 0 Corona 92883 33.762351 -117.488725 0 4 Offer E Yes 32.54 No No Month-to-Month No Credit Card 20.15 84.5 0 0 130.16 214.66 Stayed 4398-HSCJH Female 57 No 0 Los Angeles 90013 34.044639 -118.240413 0 3 Offer E Yes 3.64 Yes Yes DSL 25 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 63.6 155.65 0 0 10.92 166.57 Churned Competitor Competitor offered higher download speeds 4402-FTBXC Male 55 No 0 Hopland 95449 38.93706 -123.118111 0 54 None Yes 27.17 No Yes Fiber Optic 24 Yes No Yes No Yes No No Yes Month-to-Month No Credit Card 89.8 4667 0 0 1467.18 6134.18 Stayed 4403-BWPAY Male 40 No 0 Los Angeles 90017 34.052842 -118.264495 0 14 None Yes 33.5 Yes No One Year Yes Credit Card 24.8 321.7 0 0 469 790.7 Stayed 4404-HIBDJ Female 48 No 0 San Jose 95131 37.387027 -121.897775 0 25 None Yes 1.37 No Yes DSL 21 Yes Yes Yes Yes Yes No No Yes One Year No Credit Card 74.3 1863.8 0 0 34.25 1898.05 Churned Competitor Competitor offered more data 4412-YLTKF Female 72 No 1 Pico Rivera 90660 33.989524 -118.089299 0 27 Offer C Yes 3.33 Yes Yes Fiber Optic 18 No No Yes No No No No No Month-to-Month Yes Bank Withdrawal 78.05 2135.5 0 10 89.91 2235.41 Churned Competitor Competitor had better devices 4415-IJZTP Female 33 No 0 Los Angeles 90027 34.127194 -118.295647 0 1 None Yes 13.61 Yes Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.5 74.5 0 0 13.61 88.11 Churned Competitor Competitor had better devices 4415-WNGVR Female 73 Yes 0 Daggett 92327 34.875144 -116.821698 3 12 None Yes 37.15 No Yes DSL 13 Yes No Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 79.2 943.85 0 20 445.8 1409.65 Stayed 4418-LZMSV Male 56 Yes 3 San Diego 92113 32.697098 -117.116587 8 13 None Yes 28.15 No Yes Cable 56 No Yes Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 61.8 750.1 0 0 365.95 1116.05 Stayed 4419-UJMUS Male 55 Yes 1 Wildomar 92595 33.617108 -117.253349 0 69 Offer A Yes 8.46 Yes Yes Fiber Optic 21 No No No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 99.35 6856.45 0 0 583.74 7440.19 Stayed 4422-QVIJA Female 52 No 1 Los Angeles 90035 34.051809 -118.383843 0 35 None Yes 38.82 Yes Yes DSL 19 No No No No No No No No Month-to-Month No Mailed Check 50.15 1655.35 0 130 1358.7 3144.05 Stayed 4423-JWZJN Male 57 Yes 2 Springville 93265 36.245926 -118.693138 9 64 Offer B Yes 45.35 Yes Yes Fiber Optic 30 No No Yes No No Yes Yes Yes One Year No Credit Card 90.25 5629.15 0 0 2902.4 8531.55 Stayed 4423-YLHDV Female 22 Yes 0 Los Angeles 90059 33.927254 -118.249826 1 21 Offer D Yes 38.52 Yes Yes Fiber Optic 59 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.4 2200.25 0 0 808.92 3009.17 Churned Attitude Attitude of support person 4424-TKOPW Male 70 No 0 Crestline 92325 34.248061 -117.29028 0 2 None Yes 25.19 Yes Yes Fiber Optic 14 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 93.85 196.75 0 0 50.38 247.13 Churned Price Lack of affordable download/upload speed 4425-OWHWB Female 32 No 0 El Cajon 92019 32.785165 -116.862648 0 20 None Yes 10.9 No No One Year Yes Credit Card 19.35 433.75 0 0 218 651.75 Stayed 4429-WYGFR Male 36 No 0 Sacramento 95821 38.625096 -121.383658 0 26 Offer C Yes 44.11 No Yes DSL 8 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 49.15 1237.3 0 0 1146.86 2384.16 Stayed 4430-UZIPO Male 44 No 0 San Diego 92121 32.898613 -117.202937 0 3 Offer E No Yes DSL 21 No Yes No Yes No No No Yes Month-to-Month Yes Mailed Check 36.85 108.7 0 0 0 108.7 Churned Competitor Competitor made better offer 4430-YHXGG Female 20 No 3 San Lorenzo 94580 37.676249 -122.132415 0 4 Offer E Yes 38.97 Yes No Month-to-Month Yes Credit Card 25.45 84.2 0 0 155.88 240.08 Stayed 4431-EDMIQ Female 47 Yes 3 Sugarloaf 92386 34.243088 -116.830015 8 7 None Yes 16.22 No Yes DSL 53 Yes Yes Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 75.7 554.05 0 0 113.54 667.59 Stayed 4432-ADRLB Male 46 No 0 Fallbrook 92028 33.362575 -117.299644 0 2 None Yes 24.9 No Yes DSL 11 No No No No No No No No Month-to-Month No Mailed Check 44.65 74.9 0 10 49.8 134.7 Churned Competitor Competitor made better offer 4433-JCGCG Male 80 Yes 0 San Diego 92129 32.961064 -117.134917 1 46 Offer B Yes 5.36 Yes Yes Fiber Optic 22 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 101 4680.05 0 0 246.56 4926.61 Churned Competitor Competitor made better offer 4439-JMPMT Female 38 Yes 0 Comptche 95427 39.239818 -123.565432 1 5 Offer E Yes 1.12 No Yes Fiber Optic 22 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.75 470.95 44.16 0 5.6 432.39 Churned Attitude Attitude of support person 4439-YRNVD Female 33 No 0 Selma 93662 36.545322 -119.642281 0 10 None No Yes DSL 23 No Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 36.25 374 0 0 0 374 Stayed 4441-NIHPT Female 73 No 0 Freedom 95019 36.936228 -121.785559 0 13 None Yes 40.37 No Yes Fiber Optic 21 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 74.3 940.35 0 0 524.81 1465.16 Churned Competitor Competitor had better devices 4443-EMBNA Female 55 Yes 0 Castaic 91384 34.506627 -118.699048 3 71 None Yes 32.13 Yes No Two Year No Bank Withdrawal 24.75 1836.9 0 0 2281.23 4118.13 Stayed 4445-KWOKW Female 23 No 0 Potrero 91963 32.619465 -116.593605 0 42 Offer B Yes 29.44 Yes Yes Cable 41 Yes Yes No No No No Yes Yes One Year Yes Bank Withdrawal 60.15 2421.6 0 0 1236.48 3658.08 Stayed 4445-ZJNMU Male 30 No 0 Manhattan Beach 90266 33.889632 -118.39737 0 9 Offer E Yes 4.81 Yes Yes Fiber Optic 69 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 99.3 918.75 0 0 43.29 962.04 Stayed 4446-BZKHU Male 44 Yes 0 Pleasant Hill 94523 37.95338 -122.076886 1 61 None Yes 45.7 Yes Yes Fiber Optic 24 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.55 6281.45 0 0 2787.7 9069.15 Churned Competitor Competitor had better devices 4450-DLLMH Male 53 No 0 Avalon 90704 33.391181 -118.421305 0 2 Offer E Yes 6.74 No Yes Fiber Optic 3 No No No No No No No Yes Month-to-Month Yes Credit Card 71.3 157.75 0 0 13.48 171.23 Joined 4450-MDZFX Male 50 Yes 4 Monrovia 91016 34.1528 -118.000482 9 60 Offer B Yes 38.44 Yes Yes Fiber Optic 57 No No No No No No No Yes Month-to-Month No Bank Withdrawal 74.35 4453.3 0 0 2306.4 6759.7 Stayed 4450-YOOHP Female 56 No 0 Sacramento 95818 38.556306 -121.495817 0 39 None No Yes DSL 6 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 50.65 1905.4 3.51 0 0 1901.89 Stayed 4451-RWASJ Male 35 Yes 3 Lagunitas 94938 38.021772 -122.691744 9 15 Offer D Yes 49.36 No No One Year Yes Credit Card 19.5 239.75 0 0 740.4 980.15 Stayed 4452-QIIEB Male 41 No 0 Glendora 91740 34.119363 -117.855059 0 7 Offer E Yes 30.04 No Yes DSL 6 No No No No No No No Yes Month-to-Month No Credit Card 43.9 278.4 0 0 210.28 488.68 Stayed 4452-ROHMO Female 64 No 0 San Diego 92128 33.000269 -117.072093 0 15 Offer D Yes 39.49 No No Two Year No Credit Card 19.6 331.6 0 0 592.35 923.95 Stayed 4455-BFSPD Female 35 Yes 0 Escondido 92027 33.141265 -116.967221 5 61 None Yes 36.13 Yes Yes Fiber Optic 23 No No No Yes Yes Yes Yes Yes One Year No Bank Withdrawal 101.15 6383.9 0 0 2203.93 8587.83 Stayed 4456-RHSNB Female 43 Yes 1 San Bernardino 92401 34.105935 -117.2914 3 19 None Yes 7.42 No Yes DSL 17 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 49.6 962.9 0 0 140.98 1103.88 Stayed 4458-KVRBJ Male 25 No 0 San Jose 95110 37.34667 -121.910019 0 59 None Yes 25.89 Yes No Two Year No Credit Card 25 1510.5 0 0 1527.51 3038.01 Stayed 4459-BBGHE Male 61 No 1 Descanso 91916 32.912664 -116.635387 0 30 Offer C No Yes DSL 17 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 44.5 1307.8 0 0 0 1307.8 Stayed 4462-CYWMH Male 65 Yes 0 Lindsay 93247 36.205465 -119.085807 7 62 Offer B Yes 27.49 Yes Yes Fiber Optic 3 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.8 5629.55 0 0 1704.38 7333.93 Stayed 4464-JCOLN Male 40 Yes 0 Huron 93234 36.217864 -120.080117 2 2 Offer E Yes 15.14 No No One Year No Mailed Check 19.85 35.9 0 0 30.28 66.18 Churned Attitude Attitude of support person 4465-VDKIQ Female 61 No 0 Glendale 91201 34.17051 -118.289463 0 18 None Yes 19.93 No Yes Fiber Optic 26 No Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 77.8 1358.6 29.76 0 358.74 1687.58 Stayed 4468-KAZHE Female 70 Yes 0 Hughson 95326 37.5923 -120.853288 1 20 None Yes 8.98 No Yes DSL 16 No Yes No No No Yes No Yes One Year Yes Bank Withdrawal 60 1259.35 0 0 179.6 1438.95 Stayed 4468-YDOVK Male 57 No 2 Richmond 94805 37.941456 -122.320968 0 5 None Yes 13.54 No Yes DSL 21 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 48.65 235.2 0 0 67.7 302.9 Stayed 4471-KXAUH Female 58 Yes 0 Woody 93287 35.710244 -118.881679 1 42 None Yes 10.73 Yes Yes Fiber Optic 22 No No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 84.3 3588.4 0 0 450.66 4039.06 Churned Attitude Attitude of service provider 4472-LVYGI Female 43 Yes 0 San Bernardino 92408 34.084909 -117.258107 2 10 None No Yes Cable 20 Yes No Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 52.55 525.5 0 0 0 525.5 Stayed 4472-VESGY Female 41 Yes 1 Durham 95938 39.607831 -121.777959 6 52 None Yes 31.09 Yes Yes Fiber Optic 28 Yes Yes Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 98.15 4993.4 0 0 1616.68 6610.08 Stayed 4475-NVTLU Male 21 Yes 1 Paso Robles 93446 35.634222 -120.728341 6 45 Offer B Yes 17.23 No No Two Year No Bank Withdrawal 19.2 903.7 0 0 775.35 1679.05 Stayed 4476-OSWTN Male 73 Yes 0 Witter Springs 95493 39.222323 -122.985488 2 69 None Yes 8.3 Yes Yes Fiber Optic 14 Yes No Yes Yes Yes Yes No Yes One Year Yes Mailed Check 110.55 7610.1 0 0 572.7 8182.8 Stayed 4480-MBMLB Female 52 No 0 Los Angeles 90066 34.002028 -118.430656 0 36 Offer C Yes 28.41 Yes Yes Fiber Optic 4 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.8 3886.45 0 0 1022.76 4909.21 Stayed 4480-QQRHC Female 72 No 0 Hydesville 95547 40.557314 -124.081662 0 8 None Yes 2.18 No Yes Fiber Optic 13 No No Yes No No No No Yes Two Year Yes Bank Withdrawal 74.05 600.15 0 0 17.44 617.59 Stayed 4482-EWFMI Female 54 No 0 Arcadia 91006 34.137319 -118.029837 0 2 None Yes 15.67 No Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.7 135.2 0 0 31.34 166.54 Joined 4482-FTFFX Male 23 No 0 Penngrove 94951 38.325599 -122.642352 0 5 None Yes 26.86 No Yes DSL 71 No No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 56.15 291.45 0 0 134.3 425.75 Stayed 4484-CGXFK Female 45 No 0 El Dorado 95623 38.63153 -120.842609 0 3 None Yes 25.96 No Yes DSL 7 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 55.3 196.15 0 0 77.88 274.03 Churned Dissatisfaction Product dissatisfaction 4484-GLZOU Female 20 Yes 0 San Dimas 91773 34.102119 -117.815532 6 52 None Yes 10.59 Yes Yes Fiber Optic 48 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.05 5624.85 27.6 0 550.68 6147.93 Churned Other Don't know 4486-EFAEB Male 56 No 0 Los Angeles 90002 33.949255 -118.246978 0 13 None Yes 46.92 No No Month-to-Month Yes Bank Withdrawal 20.4 251.65 0 0 609.96 861.61 Stayed 4487-ZYJZK Female 60 Yes 2 Los Gatos 95032 37.233034 -121.947427 1 38 None Yes 36.72 No No One Year No Credit Card 19.6 763.1 0 0 1395.36 2158.46 Stayed 4488-KQFDT Female 21 No 0 Lemon Grove 91945 32.733564 -117.033713 0 61 Offer B Yes 15.44 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.95 6423 0 0 941.84 7364.84 Stayed 4488-PSYCG Male 24 No 0 Seiad Valley 96086 41.924174 -123.260788 0 16 Offer D Yes 21.04 No No Month-to-Month No Bank Withdrawal 20.25 327.45 0 0 336.64 664.09 Churned Price Long distance charges 4489-SNOJF Female 28 Yes 2 Deer Park 94576 38.554383 -122.474773 1 35 None Yes 25.27 Yes Yes DSL 82 Yes No Yes Yes Yes No No Yes Month-to-Month No Bank Withdrawal 72.25 2568.55 0 0 884.45 3453 Churned Other Don't know 4495-LHSSK Female 25 No 2 Camp Nelson 93208 36.057458 -118.591951 0 18 Offer D Yes 17.51 Yes Yes DSL 30 Yes No No No No No No Yes Month-to-Month No Credit Card 57.65 992.7 0 0 315.18 1307.88 Stayed 4500-HKANN Male 33 Yes 0 Anaheim 92807 33.848733 -117.788357 6 23 None Yes 13.79 Yes Yes Cable 17 No Yes No Yes No No No Yes Two Year No Credit Card 59.7 1414.2 0 0 317.17 1731.37 Stayed 4501-EQDRN Female 64 No 0 Montclair 91763 34.072121 -117.698319 0 1 None Yes 21.52 No Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.7 69.7 0 0 21.52 91.22 Churned Attitude Attitude of service provider 4501-UYKBC Female 65 No 0 Igo 96047 40.524535 -122.647172 0 46 None Yes 16.04 Yes Yes DSL 26 No No Yes Yes No Yes Yes Yes One Year Yes Credit Card 69.1 3255.35 0 0 737.84 3993.19 Stayed 4501-VCPFK Male 25 No 0 Coachella 92236 33.680031 -116.171678 0 26 Offer C No Yes Cable 47 No No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 35.75 1022.5 0 0 0 1022.5 Stayed 4503-BDXBD Male 41 No 0 Anaheim 92808 33.850452 -117.726668 0 11 None Yes 25.24 No Yes Fiber Optic 29 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 74.95 815.5 0 0 277.64 1093.14 Churned Attitude Attitude of support person 4504-YOULA Female 42 Yes 3 Wilton 95693 38.392559 -121.225093 0 35 Offer C Yes 39.11 Yes Yes DSL 23 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 59.45 2136.9 0 0 1368.85 3505.75 Stayed 4505-EXZHB Female 75 No 0 Ducor 93218 35.846067 -119.004073 0 6 Offer E Yes 8.91 No Yes Fiber Optic 27 No No Yes No No No No No Month-to-Month No Bank Withdrawal 74.4 434.1 0 20 53.46 507.56 Churned Competitor Competitor offered more data 4508-OEBEY Male 41 Yes 0 Goleta 93117 34.489983 -120.091246 2 31 None Yes 27.37 No Yes DSL 15 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Credit Card 75.5 2424.45 0 0 848.47 3272.92 Stayed 4510-HIMLV Male 50 No 0 La Habra 90631 33.940619 -117.9513 0 1 None Yes 22.86 No Yes Fiber Optic 25 No No No No No No No No Month-to-Month Yes Bank Withdrawal 69.8 69.8 0 10 22.86 102.66 Churned Dissatisfaction Network reliability 4510-PYUSH Female 67 No 0 Sylmar 91342 34.321621 -118.399841 0 38 None Yes 26.1 No Yes DSL 27 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 57.15 2250.65 0 0 991.8 3242.45 Churned Attitude Attitude of support person 4512-ZUIYL Female 31 No 0 Sunnyvale 94089 37.421633 -122.009613 0 2 Offer E Yes 37.76 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70 153.05 0 0 75.52 228.57 Churned Other Moved 4513-CXYIX Female 73 Yes 0 Lake Elsinore 92532 33.705836 -117.318204 4 71 Offer A Yes 43.99 Yes Yes Fiber Optic 17 Yes No No No No No No Yes Two Year Yes Credit Card 80.7 5676 0 0 3123.29 8799.29 Stayed 4514-GFCFI Female 76 No 0 San Diego 92117 32.825086 -117.199424 0 16 None Yes 17.51 Yes Yes Fiber Optic 7 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.75 1350.15 0 0 280.16 1630.31 Churned Attitude Attitude of support person 4518-FZBSX Male 57 Yes 2 Coulterville 95311 37.722127 -120.110174 4 42 Offer B Yes 9.33 No No One Year No Credit Card 20.25 854.9 0 0 391.86 1246.76 Stayed 4521-WFJAI Male 52 No 0 Sacramento 95825 38.590035 -121.412455 0 56 None Yes 47.82 Yes No Two Year Yes Bank Withdrawal 25.95 1444.05 0 0 2677.92 4121.97 Stayed 4521-YEEHE Female 23 Yes 0 Anaheim 92805 33.830209 -117.906099 8 18 Offer D Yes 18.55 Yes Yes Fiber Optic 59 No No No Yes Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 88.85 1594.75 21.58 0 333.9 1907.07 Stayed 4522-AKYLR Female 68 No 0 Chino Hills 91709 33.942895 -117.725644 0 13 None Yes 10.51 No Yes DSL 20 No Yes Yes No No No No Yes One Year Yes Bank Withdrawal 54.8 731.3 0 0 136.63 867.93 Stayed 4522-XRWWI Male 30 Yes 0 Manton 96059 40.426679 -121.850421 1 42 Offer B Yes 17.31 Yes Yes Cable 82 Yes No No Yes Yes Yes Yes Yes One Year No Credit Card 80.45 3375.9 0 0 727.02 4102.92 Stayed 4523-WXCEF Female 21 Yes 0 San Jose 95129 37.305622 -122.000887 4 59 Offer B Yes 9.23 Yes Yes Fiber Optic 48 No Yes No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 101.1 6039.9 0 0 544.57 6584.47 Churned Dissatisfaction Service dissatisfaction 4524-QCSSM Male 39 No 0 Encino 91436 34.152875 -118.486056 0 26 None No Yes DSL 6 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 44.65 1156.55 0 0 0 1156.55 Stayed 4525-VZCZG Male 58 No 1 Vernalis 95385 37.609095 -121.263381 0 54 None Yes 20.93 No Yes Fiber Optic 11 Yes Yes No Yes Yes Yes Yes No One Year Yes Bank Withdrawal 105.85 5826.65 0 10 1130.22 6966.87 Stayed 4526-EXKKN Male 27 No 0 Rio Nido 95471 38.522328 -122.97932 0 40 None Yes 27.47 Yes No Two Year Yes Credit Card 24.6 973.95 0 0 1098.8 2072.75 Stayed 4526-RMTLL Male 32 Yes 1 Maywood 90270 33.988572 -118.186565 0 8 Offer E Yes 37.28 Yes Yes DSL 14 Yes Yes No Yes No Yes Yes Yes Two Year Yes Credit Card 76.15 645.8 0 0 298.24 944.04 Stayed 4526-ZJJTM Female 72 Yes 0 San Mateo 94403 37.538309 -122.305109 1 25 None Yes 19.44 No Yes Fiber Optic 4 No Yes Yes No No Yes Yes Yes Two Year No Bank Withdrawal 88.4 2191.15 0 0 486 2677.15 Stayed 4529-CKBCL Female 51 No 0 Ventura 93001 34.360261 -119.306383 0 2 Offer E Yes 49.79 No Yes Fiber Optic 22 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 80.2 146.05 0 10 99.58 255.63 Churned Attitude Attitude of service provider 4530-NDRKU Female 31 Yes 3 Auburn 95603 38.912881 -121.082766 4 42 None Yes 34.66 No No One Year Yes Bank Withdrawal 19.05 761.85 0 0 1455.72 2217.57 Stayed 4531-AUZNK Female 21 Yes 1 Oakland 94610 37.808731 -122.238708 2 51 Offer B Yes 18.42 Yes Yes Fiber Optic 47 Yes No No Yes Yes No Yes Yes One Year Yes Mailed Check 95.15 5000.05 0 0 939.42 5939.47 Stayed 4534-WGCIR Female 56 Yes 2 Covina 91723 34.084747 -117.886844 1 58 None Yes 29.5 Yes No Two Year No Credit Card 25.15 1509.9 0 0 1711 3220.9 Stayed 4536-PLEQY Male 44 Yes 0 Los Angeles 90058 34.001617 -118.222274 1 12 Offer D Yes 44.6 No Yes Fiber Optic 20 No Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 85.05 999.8 0 0 535.2 1535 Stayed 4537-CIBHB Female 59 Yes 3 Arvin 93203 35.116307 -118.817644 10 9 None Yes 12.55 No No One Year No Credit Card 20.25 172.35 0 0 112.95 285.3 Stayed 4537-DKTAL Female 26 No 0 Darwin 93522 36.319181 -117.593053 0 2 Offer E Yes 41.9 No Yes DSL 71 No No No No No No No No Month-to-Month No Bank Withdrawal 45.55 84.4 0 10 83.8 178.2 Joined 4538-WNTMJ Female 39 Yes 0 Isleton 95641 38.154823 -121.601358 0 46 Offer B Yes 4.6 Yes No One Year No Credit Card 24.95 1165.9 0 0 211.6 1377.5 Stayed 4541-RMRLG Male 53 No 0 Hayward 94541 37.674002 -122.076796 0 7 None Yes 9.14 No No Month-to-Month No Bank Withdrawal 19.25 112.3 0 0 63.98 176.28 Churned Attitude Attitude of support person 4544-RXFMG Male 48 Yes 2 North San Juan 95960 39.423046 -120.984472 1 8 Offer E Yes 6.78 No Yes DSL 24 No No No No No No No Yes One Year Yes Credit Card 43.45 345.5 0 0 54.24 399.74 Stayed 4546-FOKWR Female 35 No 0 Los Gatos 95032 37.233034 -121.947427 0 16 None Yes 13.04 Yes Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month Yes Credit Card 74.75 1129.35 39.99 0 208.64 1298 Stayed 4547-FZJWE Male 24 Yes 0 Forest Falls 92339 34.067699 -116.903891 5 55 None Yes 36.17 No Yes DSL 69 Yes No No No No Yes Yes No One Year No Credit Card 59.45 3157 0 40 1989.35 5186.35 Stayed 4547-KQRTM Female 60 No 0 Eldridge 95431 38.348884 -122.51699 0 10 None Yes 49.7 Yes Yes Fiber Optic 10 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.05 830.7 0 0 497 1327.7 Churned Competitor Competitor offered higher download speeds 4547-LYTDD Female 35 No 0 North Hollywood 91601 34.1692 -118.372498 0 16 Offer D Yes 46.99 Yes Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month No Bank Withdrawal 72.65 1194.3 0 0 751.84 1946.14 Churned Competitor Competitor had better devices 4548-SDBKE Female 26 No 0 San Dimas 91773 34.102119 -117.815532 0 5 Offer E Yes 34.49 Yes Yes Fiber Optic 46 No No No No Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 85.2 474.8 0 0 172.45 647.25 Churned Attitude Attitude of service provider 4549-ZDQYY Female 35 No 0 Torrance 90505 33.807882 -118.347957 0 52 None Yes 33.84 No Yes DSL 5 Yes No Yes Yes No No No Yes One Year No Credit Card 57.95 3042.25 0 0 1759.68 4801.93 Stayed 4550-EVXNY Female 52 No 0 San Francisco 94115 37.786031 -122.437301 0 1 Offer E Yes 49.24 No Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.65 69.65 0 0 49.24 118.89 Churned Competitor Competitor offered higher download speeds 4550-VBOFE Male 69 Yes 0 Soulsbyville 95372 37.990574 -120.261821 1 70 None Yes 17.45 Yes Yes Fiber Optic 20 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 102.95 7101.5 15.24 0 1221.5 8307.76 Churned Competitor Competitor had better devices 4553-DVPZG Female 30 Yes 0 Daly City 94015 37.680844 -122.48131 10 62 Offer B Yes 15.06 Yes Yes Fiber Optic 82 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.35 6164.7 0 0 933.72 7098.42 Stayed 4554-YGZIH Male 75 Yes 0 Summerland 93067 34.420998 -119.60137 3 49 Offer B Yes 22.92 Yes Yes Fiber Optic 14 No Yes No No No Yes No Yes Month-to-Month No Credit Card 90.05 4547.25 0 0 1123.08 5670.33 Churned Competitor Competitor made better offer 4558-CGYCZ Male 20 No 0 San Fernando 91340 34.286131 -118.435969 0 4 None Yes 41.94 No No Month-to-Month No Credit Card -3 78.3 0 0 167.76 246.06 Stayed 4558-FANTW Female 30 Yes 0 Fair Oaks 95628 38.652065 -121.25441 1 17 Offer D Yes 41.95 No Yes Fiber Optic 51 Yes No No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 91.85 1574.45 0 0 713.15 2287.6 Churned Price Lack of affordable download/upload speed 4559-UWIHT Male 37 Yes 0 Atascadero 93422 35.453912 -120.69461 8 14 Offer D Yes 45.57 Yes Yes Fiber Optic 10 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 82.65 1185 0 0 637.98 1822.98 Stayed 4560-WQAQW Female 62 No 0 Mount Laguna 91948 32.830852 -116.444601 0 59 Offer B Yes 28.32 Yes Yes DSL 9 Yes No No Yes No Yes Yes No One Year No Bank Withdrawal 68.7 4070.95 0 150 1670.88 5891.83 Stayed 4565-EVZMJ Female 55 No 0 San Diego 92128 33.000269 -117.072093 0 47 None Yes 26.35 No Yes Cable 5 Yes Yes No Yes No No No Yes One Year Yes Credit Card 58.9 2813.05 0 0 1238.45 4051.5 Stayed 4565-NLZBV Female 33 Yes 0 Kneeland 95549 40.664483 -123.865325 5 71 None Yes 43.37 Yes No Two Year Yes Bank Withdrawal 24.65 1710.15 0 0 3079.27 4789.42 Stayed 4566-GOLUK Male 43 Yes 0 Rosemead 91770 34.065108 -118.082791 1 47 None Yes 37.74 Yes Yes Fiber Optic 7 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 107.35 5118.95 0 0 1773.78 6892.73 Churned Attitude Attitude of support person 4566-NECEV Male 40 No 0 Palos Verdes Peninsula 90274 33.788208 -118.404955 0 5 None Yes 39.13 Yes Yes Fiber Optic 20 No Yes Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 96.55 500.1 0 0 195.65 695.75 Stayed 4566-QVRRW Female 41 Yes 0 Witter Springs 95493 39.222323 -122.985488 1 11 Offer D Yes 24.83 No Yes DSL 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.05 483.7 0 0 273.13 756.83 Churned Competitor Competitor had better devices 4567-AKPIA Female 28 Yes 2 Canyon Dam 95923 40.171312 -121.120605 3 41 None Yes 20.41 Yes Yes Fiber Optic 59 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 109.1 4454.25 0 0 836.81 5291.06 Stayed 4568-KNYWR Male 56 No 0 Fullerton 92831 33.879983 -117.895482 0 52 None Yes 46.24 No Yes Cable 10 Yes Yes No No Yes No No No Two Year Yes Credit Card 63.25 3342.45 0 130 2404.48 5876.93 Stayed 4568-TTZRT Male 36 No 0 Auburn 95602 38.99003 -121.114408 0 9 Offer E Yes 13.72 No No Month-to-Month No Credit Card 20.4 181.8 0 0 123.48 305.28 Stayed 4570-QHXHL Female 48 No 0 Santa Ana 92704 33.719869 -117.907063 0 9 None Yes 40.73 No Yes DSL 29 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 43.75 405.7 5.9 0 366.57 766.37 Stayed 4572-DVCGN Female 40 No 0 San Diego 92122 32.85723 -117.209774 0 10 None Yes 27.1 No Yes Fiber Optic 11 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.25 846 0 0 271 1117 Churned Competitor Competitor made better offer 4573-JKNAE Male 44 No 3 Los Angeles 90032 34.078821 -118.177576 0 12 Offer D Yes 17.23 No No Two Year No Bank Withdrawal 19.35 212.3 0 0 206.76 419.06 Stayed 4576-CSAJH Male 22 No 0 San Diego 92121 32.898613 -117.202937 0 22 None Yes 33.53 No Yes DSL 59 No Yes No Yes No No No Yes One Year Yes Credit Card 55.15 1193.05 0 0 737.66 1930.71 Churned Competitor Competitor made better offer 4578-PHJYZ Male 45 Yes 2 Orland 95963 39.748037 -122.302169 9 52 None Yes 5.51 No Yes Cable 19 No Yes Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 68.75 3482.85 16.86 0 286.52 3752.51 Stayed 4580-TMHJU Female 57 Yes 0 Avenal 93204 35.916943 -120.129921 3 43 None Yes 37.25 No Yes DSL 20 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 56.15 2499.3 0 0 1601.75 4101.05 Churned Other Don't know 4581-LNWUM Female 47 No 0 San Pablo 94806 37.980269 -122.342635 0 13 Offer D No Yes DSL 27 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 49.15 649.4 0 0 0 649.4 Stayed 4581-SSPWD Female 63 No 0 Mountain View 94040 37.380662 -122.086022 0 3 Offer E Yes 5.2 Yes Yes Fiber Optic 23 No No No No No No No No Month-to-Month Yes Bank Withdrawal 75.8 246.3 0 10 15.6 271.9 Churned Competitor Competitor had better devices 4583-PARNH Male 66 Yes 0 Kerman 93630 36.727418 -120.123526 1 16 None Yes 15.44 No Yes Fiber Optic 20 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 91.55 1540.05 0 0 247.04 1787.09 Stayed 4584-LBNMK Male 79 Yes 0 Portola 96122 39.786755 -120.445626 5 45 None Yes 44.91 Yes No One Year No Credit Card 24.7 1174.35 0 0 2020.95 3195.3 Stayed 4585-HETAI Female 25 Yes 0 Huntington Park 90255 33.97803 -118.217141 5 4 None Yes 48.48 No Yes Fiber Optic 58 No No Yes No No No Yes Yes Month-to-Month Yes Bank Withdrawal -1 325.45 0 0 193.92 519.37 Churned Dissatisfaction Service dissatisfaction 4587-NUKOX Female 60 No 0 Walnut 91789 34.018354 -117.85492 0 3 Offer E Yes 32.43 No Yes Fiber Optic 2 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.1 246.5 0 0 97.29 343.79 Churned Attitude Attitude of support person 4587-VVTOX Female 23 Yes 0 Frazier Park 93222 34.907911 -119.234281 1 6 Offer E Yes 27.44 Yes Yes Fiber Optic 58 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.3 545.2 0 0 164.64 709.84 Churned Competitor Competitor offered more data 4588-YBNIB Female 24 No 0 Fremont 94539 37.516791 -121.899117 0 1 Offer E Yes 5.36 No No Month-to-Month Yes Credit Card 19.6 19.6 0 0 5.36 24.96 Churned Price Price too high 4589-IUAJB Male 36 Yes 0 Garden Grove 92843 33.764018 -117.931507 1 70 Offer A Yes 28.54 Yes No Two Year No Bank Withdrawal 24.25 1724.15 0 0 1997.8 3721.95 Stayed 4592-IWTJI Female 46 Yes 2 Homewood 96141 39.117018 -120.212535 1 3 Offer E No Yes Cable 15 Yes No No No No No No Yes Month-to-Month No Credit Card -4 91.7 0 0 0 91.7 Churned Attitude Attitude of support person 4597-ELFTS Male 57 No 0 Glendale 91206 34.162515 -118.203869 0 56 None Yes 2.58 Yes No One Year No Bank Withdrawal 24.9 1334 0 0 144.48 1478.48 Churned Attitude Attitude of support person 4597-NUCQV Male 65 No 0 Oakland 94601 37.776523 -122.219268 0 24 None Yes 28.98 Yes Yes Fiber Optic 30 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.25 2440.15 0 0 695.52 3135.67 Churned Attitude Attitude of support person 4598-XLKNJ Female 78 Yes 1 Inglewood 90303 33.936291 -118.332639 1 25 Offer C Yes 19.76 No Yes Fiber Optic 12 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 98.5 2514.5 13.43 0 494 2995.07 Churned Dissatisfaction Limited range of services 4598-ZADCK Female 34 No 0 Hopland 95449 38.93706 -123.118111 0 53 None No Yes DSL 25 Yes Yes Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 53.6 2879.2 0 0 0 2879.2 Stayed 4603-JANFB Male 51 No 0 Glencoe 95232 38.358464 -120.579304 0 1 Offer E Yes 12.13 No Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.85 69.85 0 0 12.13 81.98 Churned Competitor Competitor had better devices 4607-CHPCA Male 63 Yes 0 San Martin 95046 37.084697 -121.606417 1 25 None Yes 35.27 No Yes Fiber Optic 4 No No No No Yes Yes Yes No One Year Yes Bank Withdrawal 90.4 2178.6 0 140 881.75 3200.35 Churned Competitor Competitor made better offer 4608-LCIMN Male 45 Yes 3 Pismo Beach 93449 35.165668 -120.655842 1 8 None Yes 30.77 No Yes DSL 75 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.65 369.15 0 0 246.16 615.31 Stayed 4609-KNNWG Female 36 Yes 3 Dunnigan 95937 38.931425 -121.946081 1 27 None Yes 2.4 No No Two Year No Credit Card 19.9 550.1 0 0 64.8 614.9 Stayed 4611-ANLQC Female 31 Yes 0 Castro Valley 94552 37.722727 -122.02157 7 60 Offer B No Yes Cable 4 Yes Yes Yes No No Yes Yes Yes One Year No Bank Withdrawal 50.05 2911.5 0 0 0 2911.5 Stayed 4612-SSVHJ Female 74 No 0 Yermo 92398 35.013299 -116.834092 0 20 Offer D Yes 23.18 No Yes Fiber Optic 21 No No No No No Yes Yes Yes One Year Yes Bank Withdrawal 81.45 1671.6 0 0 463.6 2135.2 Stayed 4612-THJBS Female 68 No 0 Terra Bella 93270 35.939068 -119.043666 0 56 None Yes 34.58 Yes Yes Fiber Optic 4 No Yes Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 104.75 5510.65 0 0 1936.48 7447.13 Churned Attitude Attitude of service provider 4614-NUVZD Female 53 No 0 Anaheim 92807 33.848733 -117.788357 0 1 None Yes 22.86 No Yes Fiber Optic 24 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 81.1 81.1 0 0 22.86 103.96 Churned Competitor Competitor offered more data 4615-PIVVU Female 33 No 0 Ludlow 92338 34.702766 -116.093376 0 42 None Yes 34.76 No Yes Cable 20 No No Yes Yes No Yes Yes Yes Two Year No Credit Card 66.5 2762.75 0 0 1459.92 4222.67 Stayed 4616-EWBNJ Female 23 No 0 Los Angeles 90042 34.11572 -118.192754 0 16 Offer D Yes 47.25 No No One Year No Bank Withdrawal 20.1 318.6 0 0 756 1074.6 Stayed 4616-ULAOA Female 33 Yes 2 Escondido 92029 33.079834 -117.134275 1 65 Offer B Yes 45.21 Yes Yes Fiber Optic 19 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 110.8 7245.9 0 0 2938.65 10184.55 Stayed 4619-EVPHY Female 65 Yes 0 Lamont 93241 35.245035 -118.905553 2 20 None Yes 38.85 No Yes Fiber Optic 2 No No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 91 1859.5 0 0 777 2636.5 Stayed 4622-YNKIJ Male 59 No 0 Norwalk 90650 33.905963 -118.08263 0 33 Offer C Yes 47.64 No Yes Fiber Optic 18 Yes No No Yes Yes No No Yes Two Year Yes Bank Withdrawal 88.95 3027.65 0 0 1572.12 4599.77 Stayed 4623-ZKHLY Male 43 Yes 0 Ontario 91762 34.057256 -117.667677 1 22 Offer D Yes 20.78 No No Month-to-Month Yes Bank Withdrawal 20.45 471.55 0 0 457.16 928.71 Stayed 4625-EWPTF Male 55 No 0 Pasadena 91104 34.165383 -118.123752 0 8 Offer E No Yes Cable 4 Yes No No No No No No No Month-to-Month Yes Bank Withdrawal 30.45 226.45 0 0 0 226.45 Churned Competitor Competitor had better devices 4625-LAMOB Male 36 No 0 Fresno 93705 36.78724 -119.827813 0 44 None Yes 1.4 No No Two Year No Credit Card 20.4 905.55 0 0 61.6 967.15 Stayed 4625-XMOYM Female 37 Yes 1 Annapolis 95412 38.731055 -123.316553 8 72 None Yes 2.57 Yes No Two Year Yes Bank Withdrawal 26.25 1988.05 0 0 185.04 2173.09 Stayed 4626-GYCZP Male 60 No 0 Eureka 95503 40.737431 -124.108897 0 7 None Yes 15.51 Yes Yes Fiber Optic 23 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.85 635.6 0 0 108.57 744.17 Churned Competitor Competitor had better devices 4626-OZDTJ Female 35 Yes 0 Wildomar 92595 33.617108 -117.253349 10 51 Offer B Yes 25.45 Yes Yes DSL 4 No Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 78.65 3950.85 0 0 1297.95 5248.8 Stayed 4627-MIHJH Female 72 No 0 Stockton 95210 38.033219 -121.297433 0 69 None Yes 23.4 Yes Yes Fiber Optic 27 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 110.25 7467.55 0 0 1614.6 9082.15 Stayed 4628-CTTLA Male 23 No 0 Sanger 93657 36.819628 -119.440414 0 57 Offer B No Yes DSL 59 No Yes No No Yes No Yes No Month-to-Month Yes Bank Withdrawal 39.3 2111.45 0 80 0 2191.45 Churned Dissatisfaction Lack of self-service on Website 4628-WQCQQ Male 37 No 0 Whittier 90603 33.945318 -117.992066 0 35 None Yes 25.51 No Yes Fiber Optic 16 No No Yes No Yes No No Yes One Year Yes Bank Withdrawal 85.15 3030.6 0 0 892.85 3923.45 Churned Competitor Competitor had better devices 4629-NRXKX Female 47 Yes 0 El Monte 91731 34.079934 -118.046695 1 2 None Yes 46.23 No Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.4 147.15 0 0 92.46 239.61 Churned Dissatisfaction Network reliability 4631-OACRM Male 78 No 0 Lake Forest 92630 33.644849 -117.684254 0 15 None Yes 17.23 No Yes Fiber Optic 12 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 79.4 1156.1 0 0 258.45 1414.55 Churned Competitor Competitor offered higher download speeds 4632-PAOYU Male 37 Yes 1 Anaheim 92808 33.850452 -117.726668 1 22 Offer D Yes 37.4 No No One Year No Credit Card 19.95 433.5 0 0 822.8 1256.3 Stayed 4632-XJMEX Male 20 No 2 Fresno 93650 36.841655 -119.797113 0 53 Offer B Yes 47.81 No Yes Cable 59 Yes Yes No Yes No No No Yes One Year No Credit Card 62.85 3419.5 0 0 2533.93 5953.43 Stayed 4633-MKHYU Female 23 No 0 San Diego 92109 32.787836 -117.232376 0 9 Offer E Yes 35.45 No Yes Fiber Optic 52 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 88.4 788.6 0 0 319.05 1107.65 Stayed 4634-JLRJT Female 30 No 0 Ontario 91764 34.074087 -117.605618 0 1 Offer E Yes 29.86 No No Month-to-Month Yes Credit Card 20.35 20.35 0 0 29.86 50.21 Joined 4635-EJYPD Male 39 Yes 1 Tomales 94971 38.240769 -122.901041 2 32 None Yes 35.39 No No Two Year No Credit Card 18.95 613.95 0 0 1132.48 1746.43 Stayed 4636-JGAAI Male 28 Yes 0 San Jose 95120 37.186141 -121.843554 10 34 None Yes 13.97 Yes Yes Fiber Optic 48 No Yes No No No Yes Yes Yes Month-to-Month No Credit Card 88.85 3000.25 0 0 474.98 3475.23 Stayed 4636-OLWOE Male 20 No 2 Fortuna 95540 40.584991 -124.121504 0 54 Offer B Yes 4.16 No Yes Cable 59 No Yes Yes Yes No No No Yes One Year Yes Bank Withdrawal 61 3283.05 0 0 224.64 3507.69 Stayed 4636-QRJKY Female 64 Yes 0 Idyllwild 92549 33.755039 -116.741796 1 6 None Yes 36.12 Yes Yes Fiber Optic 23 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 80.5 502.85 0 0 216.72 719.57 Churned Price Price too high 4636-TVXVG Male 28 Yes 2 Woodacre 94973 38.005839 -122.638155 9 62 None Yes 47.96 No No One Year No Bank Withdrawal 19.95 1244.8 0 0 2973.52 4218.32 Stayed 4640-UHDOS Female 60 Yes 0 Phelan 92371 34.441123 -117.537886 3 13 Offer D Yes 19.05 No Yes DSL 27 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 55.95 734.35 0 0 247.65 982 Churned Competitor Competitor had better devices 4641-FROLU Female 49 Yes 1 La Honda 94020 37.285677 -122.224165 8 30 Offer C Yes 11.6 No No Two Year No Credit Card 19.3 602.9 0 0 348 950.9 Stayed 4644-OBGFZ Male 43 Yes 3 San Francisco 94115 37.786031 -122.437301 5 55 None Yes 36.23 No No One Year No Credit Card 19.5 1026.35 0 0 1992.65 3019 Stayed 4644-PIZRT Male 36 Yes 3 Long Barn 95335 38.109125 -120.078597 5 17 None Yes 33.24 Yes Yes DSL 76 Yes No Yes No Yes No No Yes One Year Yes Bank Withdrawal 70.35 1201.65 0 0 565.08 1766.73 Stayed 4646-QZXTF Female 38 Yes 0 San Juan Bautista 95045 36.810568 -121.503022 4 7 None Yes 12.16 No Yes DSL 9 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 81.25 580.1 47.36 0 85.12 617.86 Stayed 4647-MUZON Female 56 Yes 0 Port Hueneme 93041 34.110124 -119.100972 9 18 Offer D Yes 29.6 No Yes Fiber Optic 7 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 95.95 1745.5 6.72 0 532.8 2271.58 Stayed 4647-XXZAM Female 41 Yes 1 Los Angeles 90037 34.002642 -118.287596 1 6 None Yes 29.41 No Yes DSL 29 No No No No No No No Yes Month-to-Month No Credit Card 45.5 285.2 0 0 176.46 461.66 Stayed 4648-YPBTM Male 35 No 0 Arcadia 91007 34.128284 -118.047732 0 53 None Yes 6.54 Yes Yes DSL 4 No Yes Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 73.9 3958.25 0 0 346.62 4304.87 Stayed 4652-NNHNY Male 32 Yes 0 Fellows 93224 35.215731 -119.57013 1 16 None Yes 17.96 Yes Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.85 1284.2 0 0 287.36 1571.56 Churned Other Don't know 4652-ODEVH Male 43 Yes 3 Dutch Flat 95714 39.197215 -120.83679 10 45 None Yes 47.31 Yes No Two Year No Mailed Check 24.45 1088.25 0 0 2128.95 3217.2 Stayed 4654-DLAMQ Female 69 Yes 0 Warner Springs 92086 33.323705 -116.626907 9 64 None Yes 3.76 No Yes Fiber Optic 11 Yes Yes Yes No No Yes No Yes One Year No Bank Withdrawal 97 6430.9 0 0 240.64 6671.54 Stayed 4654-GGUII Female 28 No 0 Smartville 95977 39.176595 -121.291692 0 18 None No Yes DSL 48 Yes Yes No Yes No No No No One Year Yes Credit Card -5 711.95 0 90 0 801.95 Stayed 4654-ULTTN Male 34 Yes 0 Fillmore 93015 34.408161 -118.865111 9 70 Offer A Yes 8.28 Yes Yes DSL 5 Yes No Yes Yes No Yes Yes Yes Two Year Yes Credit Card 74.8 5315.8 0 0 579.6 5895.4 Stayed 4656-CAURT Male 57 No 0 Phillipsville 95559 40.184094 -123.745487 0 69 None Yes 22.24 Yes No Two Year No Bank Withdrawal 23.95 1713.1 0 0 1534.56 3247.66 Stayed 4657-FWVFY Female 51 Yes 2 Kings Beach 96143 39.246654 -120.029273 4 40 None Yes 29.42 Yes Yes Fiber Optic 23 No Yes Yes No Yes No No Yes Month-to-Month Yes Credit Card 96.35 3915.4 0 0 1176.8 5092.2 Stayed 4658-HCOHW Female 52 Yes 0 Redwood Valley 95470 39.298065 -123.25211 1 21 None Yes 16.67 No Yes Fiber Optic 3 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 102.8 2110.15 0 0 350.07 2460.22 Churned Competitor Competitor had better devices 4659-NZRUF Female 64 No 0 Oakland 94609 37.834341 -122.26437 0 19 Offer D Yes 32.87 Yes Yes Fiber Optic 17 Yes Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 95.15 1789.25 0 120 624.53 2533.78 Churned Price Long distance charges 4660-IRIBM Male 32 Yes 1 Crows Landing 95313 37.435664 -121.049056 1 18 Offer D Yes 24.16 No Yes Fiber Optic 19 Yes No Yes No Yes No No Yes Month-to-Month Yes Mailed Check 87.9 1500.5 0 0 434.88 1935.38 Stayed 4661-NJEUX Male 42 No 0 Portola Valley 94028 37.369709 -122.215844 0 1 None Yes 3.23 No No Month-to-Month Yes Credit Card 20.05 20.05 0 0 3.23 23.28 Joined 4662-EKDPQ Male 44 No 0 San Diego 92121 32.898613 -117.202937 0 2 None Yes 37.29 Yes Yes Cable 20 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 62.05 118.3 0 0 74.58 192.88 Churned Competitor Competitor made better offer 4664-NJCMS Female 52 Yes 0 San Francisco 94133 37.802071 -122.411004 7 33 Offer C No Yes DSL 7 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 59.55 2016.3 0 0 0 2016.3 Stayed 4667-OHGKG Male 61 No 0 Summerland 93067 34.420998 -119.60137 0 1 None Yes 49.2 No No Month-to-Month Yes Credit Card 19.3 19.3 0 0 49.2 68.5 Churned Dissatisfaction Service dissatisfaction 4667-QONEA Female 72 Yes 0 Los Angeles 90064 34.037251 -118.423573 9 60 Offer B Yes 48.9 No Yes Cable 16 Yes Yes Yes Yes No Yes No Yes One Year Yes Credit Card 74.85 4456.35 0 0 2934 7390.35 Stayed 4670-TABXH Male 53 Yes 0 Hawthorne 90250 33.914775 -118.348083 6 72 None Yes 22.95 Yes Yes Fiber Optic 17 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 109.75 7758.9 0 0 1652.4 9411.3 Stayed 4671-LXRDQ Male 44 No 0 Salyer 95563 40.89866 -123.539754 0 2 None Yes 17.25 No Yes Cable 3 No No No No No No No No Month-to-Month Yes Credit Card 45 96.45 0 30 34.5 160.95 Churned Competitor Competitor had better devices 4671-VJLCL Female 36 No 0 Los Angeles 90046 34.108455 -118.362081 0 63 Offer B Yes 12.82 Yes Yes DSL 17 Yes Yes Yes Yes Yes No No Yes Two Year Yes Credit Card 79.85 4861.45 0 0 807.66 5669.11 Stayed 4672-FOTSD Male 54 No 0 Dorris 96023 41.949216 -122.050062 0 12 Offer D Yes 45.8 Yes Yes DSL 4 Yes Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 67.25 832.3 0 0 549.6 1381.9 Stayed 4673-KKSLS Female 56 No 0 Oakland 94605 37.758019 -122.138678 0 31 None Yes 40.92 No Yes Fiber Optic 20 Yes No Yes Yes No No No No Month-to-Month No Bank Withdrawal 87.6 2724.25 0 70 1268.52 4062.77 Stayed 4674-HGNUA Male 57 Yes 3 Petrolia 95558 40.274302 -124.210902 6 71 Offer A Yes 31.33 Yes Yes Cable 27 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 89.9 6457.15 0 0 2224.43 8681.58 Stayed 4676-MQUEA Male 80 Yes 0 Laguna Beach 92651 33.570023 -117.773669 9 50 None Yes 14.49 Yes Yes Fiber Optic 17 Yes Yes Yes No Yes No No Yes One Year Yes Bank Withdrawal 101.9 5265.5 0 0 724.5 5990 Stayed 4676-WLUHT Male 51 No 0 Darwin 93522 36.319181 -117.593053 0 54 Offer B No Yes DSL 7 Yes Yes No No No Yes Yes Yes Two Year No Bank Withdrawal 46.2 2431.95 0 0 0 2431.95 Stayed 4678-DVQEO Female 41 No 0 Bass Lake 93604 37.458367 -119.345011 0 1 None Yes 34.04 No Yes DSL 23 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 52.2 52.2 0 0 34.04 86.24 Churned Competitor Competitor made better offer 4680-KUTAJ Female 73 No 0 Beverly Hills 90212 34.062095 -118.401508 0 11 None Yes 2.81 Yes Yes DSL 3 Yes No No No No No No Yes Two Year Yes Bank Withdrawal 55.6 580.8 15.2 0 30.91 596.51 Stayed 4682-BLBUC Male 19 Yes 0 La Crescenta 91214 34.239636 -118.245259 1 44 None Yes 29.61 No Yes DSL 48 No Yes Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 70.95 3250.45 24.92 0 1302.84 4528.37 Stayed 4683-WYDOU Male 54 Yes 0 Rancho Palos Verdes 90275 33.753146 -118.367459 8 62 None Yes 34.62 Yes Yes Fiber Optic 28 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 107.6 6912.7 0 0 2146.44 9059.14 Stayed 4685-ERGHK Male 45 No 0 Gasquet 95543 41.867908 -123.794144 0 57 Offer B Yes 36.08 Yes Yes Fiber Optic 26 No No No No Yes No No Yes One Year Yes Bank Withdrawal 86.9 4939.25 0 0 2056.56 6995.81 Stayed 4685-TFLLS Male 39 Yes 3 Spreckels 93962 36.624641 -121.647195 1 18 Offer D Yes 45.18 No No One Year No Bank Withdrawal 19.8 342.3 0 0 813.24 1155.54 Stayed 4686-GEFRM Male 23 Yes 0 Pioneertown 92268 34.201108 -116.593456 5 70 Offer A Yes 45.24 Yes Yes Fiber Optic 42 No Yes Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 98.7 6858.9 0 0 3166.8 10025.7 Stayed 4686-UXDML Female 24 No 0 Cutler 93615 36.497895 -119.285484 0 21 None Yes 24.86 Yes Yes Fiber Optic 48 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 99.85 1992.55 0 0 522.06 2514.61 Stayed 4690-LLKUA Male 68 No 0 San Diego 92130 32.957195 -117.202542 0 17 None Yes 40.93 No Yes DSL 2 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.05 770.6 0 0 695.81 1466.41 Churned Competitor Competitor made better offer 4690-PKDQG Female 66 Yes 0 San Diego 92102 32.716007 -117.117462 3 42 None Yes 22.89 Yes Yes Fiber Optic 12 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 95.55 3930.6 0 0 961.38 4891.98 Stayed 4692-NNQRU Female 49 Yes 0 Cloverdale 95425 38.801936 -122.938935 7 21 Offer D Yes 14.51 No Yes Fiber Optic 20 No No Yes Yes No No No Yes One Year No Bank Withdrawal 79.2 1742.45 0 0 304.71 2047.16 Stayed 4693-VWVBO Female 60 No 0 Valley Springs 95252 38.156971 -120.849231 0 3 None Yes 40.98 No No Month-to-Month No Bank Withdrawal 19.55 61.05 0 0 122.94 183.99 Joined 4694-PHWFW Female 26 No 3 San Francisco 94105 37.789168 -122.395009 0 8 None Yes 45.87 No No Month-to-Month No Mailed Check 19.95 170.9 0 0 366.96 537.86 Stayed 4695-VADHF Male 53 Yes 0 Oakland 94606 37.792489 -122.244314 1 18 None Yes 2.86 No Yes DSL 22 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 57.45 990.85 15.73 0 51.48 1026.6 Churned Competitor Competitor had better devices 4695-WJZUE Female 68 No 0 Irvine 92606 33.703976 -117.824172 0 2 None Yes 21.57 Yes Yes Fiber Optic 28 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 88.55 179.25 0 0 43.14 222.39 Churned Competitor Competitor had better devices 4697-LUPSU Male 22 Yes 0 Grover Beach 93433 35.120833 -120.61843 6 2 None Yes 38.41 No No One Year No Credit Card 20.2 34.75 0 0 76.82 111.57 Joined 4698-KVLLG Female 66 No 0 San Quentin 94964 37.942551 -122.491642 0 51 None Yes 47.46 No No Two Year No Credit Card 19.6 967.9 0 0 2420.46 3388.36 Stayed 4700-UBQMV Male 42 Yes 3 Stockton 95206 37.902422 -121.440029 6 21 None Yes 31.55 Yes Yes DSL 23 Yes No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 75.9 1549.75 0 0 662.55 2212.3 Stayed 4701-AHWMW Male 30 Yes 0 Susanville 96130 40.559177 -120.612113 1 55 None No Yes DSL 42 No No Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 54.55 2978.3 0 50 0 3028.3 Churned Attitude Attitude of service provider 4701-LKOZD Female 64 No 0 Foresthill 95631 39.031876 -120.811141 0 70 None Yes 29.53 Yes Yes Cable 7 Yes Yes Yes Yes Yes Yes Yes No Two Year No Credit Card 89.75 6367.2 0 110 2067.1 8544.3 Stayed 4701-MLJPN Male 60 No 0 Fresno 93702 36.739385 -119.753649 0 31 Offer C Yes 1.53 No Yes DSL 6 No No Yes Yes No No No No Month-to-Month Yes Bank Withdrawal 55.25 1715.65 0 10 47.43 1773.08 Churned Attitude Attitude of support person 4702-HDRKD Male 30 No 0 Knights Landing 95645 38.875508 -121.765866 0 67 Offer A No Yes Cable 85 Yes No Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 49.35 3321.35 0 0 0 3321.35 Stayed 4702-IOQDC Female 58 No 0 Gustine 95322 37.147198 -121.120161 0 1 Offer E Yes 46.17 No Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.1 70.1 0 0 46.17 116.27 Churned Competitor Competitor offered higher download speeds 4703-MQYKT Male 43 No 0 Escondido 92025 33.081478 -117.033814 0 21 None Yes 16.81 No No Two Year No Mailed Check 19.6 390.4 0 0 353.01 743.41 Stayed 4704-ERYFC Female 19 Yes 0 Knights Landing 95645 38.875508 -121.765866 1 22 None Yes 32.11 No Yes Fiber Optic 52 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.25 1554 0 0 706.42 2260.42 Churned Competitor Competitor offered higher download speeds 4706-AXVKM Female 78 No 0 Stevenson Ranch 91381 34.364153 -118.615583 0 11 None Yes 4.1 Yes Yes Fiber Optic 5 No No No No No Yes No Yes Month-to-Month Yes Credit Card 84.8 906.85 0 0 45.1 951.95 Churned Price Extra data charges 4706-DGAHW Male 73 No 0 California Hot Springs 93207 35.865795 -118.69759 0 1 Offer E Yes 49.34 No Yes DSL 15 No No No No No No No Yes Two Year No Bank Withdrawal 45.2 45.2 0 0 49.34 94.54 Joined 4707-MAXGU Male 36 Yes 0 Canyon Country 91351 34.422519 -118.420717 1 72 None Yes 36.03 Yes No Two Year No Credit Card 25.85 1872.2 5.73 0 2594.16 4460.63 Stayed 4707-YNOQA Female 57 Yes 1 Burnt Ranch 95527 40.854512 -123.450097 6 34 None Yes 25.69 Yes No One Year Yes Credit Card 25.6 917.15 0 0 873.46 1790.61 Stayed 4709-LKHYG Female 23 Yes 0 Tarzana 91356 34.157137 -118.548511 6 29 Offer C Yes 27.72 No No One Year No Bank Withdrawal 20 540.05 0 0 803.88 1343.93 Stayed 4710-FDUIZ Male 50 Yes 0 Santa Ana 92707 33.714829 -117.872941 2 56 None Yes 26.15 Yes Yes Fiber Optic 7 No Yes No No Yes Yes Yes No One Year No Credit Card 100.3 5614.45 0 100 1464.4 7178.85 Churned Competitor Competitor offered more data 4710-NKCAW Male 42 Yes 2 El Cajon 92019 32.785165 -116.862648 7 5 None Yes 17.37 Yes Yes DSL 15 Yes Yes No Yes No No No Yes Month-to-Month No Credit Card 64.4 316.9 0 0 86.85 403.75 Stayed 4712-AUQZO Male 53 No 0 Pinole 94564 37.996462 -122.293716 0 18 None No Yes DSL 30 Yes No Yes No No No No Yes Month-to-Month No Credit Card 33.6 550.35 0 0 0 550.35 Stayed 4712-UYOOI Female 21 Yes 3 Santa Cruz 95060 36.993451 -122.098858 4 20 None Yes 38.6 No No Month-to-Month No Bank Withdrawal 20 417.65 9.73 0 772 1179.92 Stayed 4713-LZDRV Female 80 No 0 Malibu 90263 34.037037 -118.705803 0 2 Offer E Yes 31.91 No Yes Cable 30 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 79.6 195.05 0 0 63.82 258.87 Churned Price Long distance charges 4713-ZBURT Male 33 No 2 Brisbane 94005 37.684694 -122.40712 0 45 None Yes 23.54 Yes Yes Fiber Optic 12 No No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 99.7 4634.35 0 0 1059.3 5693.65 Stayed 4716-HHKQH Male 68 Yes 0 Pomona 91767 34.083086 -117.737997 3 20 None Yes 27.56 Yes Yes Fiber Optic 3 No Yes No Yes Yes Yes No Yes One Year No Bank Withdrawal 107.05 2172.05 0 0 551.2 2723.25 Stayed 4716-MRVEN Female 30 No 0 Parlier 93648 36.622237 -119.521126 0 29 Offer C Yes 32.43 No No One Year No Credit Card 20 599.3 0 0 940.47 1539.77 Stayed 4717-GHADL Female 39 No 0 Callahan 96014 41.388397 -122.794636 0 50 Offer B Yes 48.45 Yes Yes DSL 14 No Yes No Yes Yes Yes Yes Yes Two Year Yes Mailed Check 79.6 4024.2 0 0 2422.5 6446.7 Stayed 4718-DHSMV Female 22 No 0 Llano 93544 34.500091 -117.765862 0 11 Offer D No Yes DSL 52 No No No No Yes No No Yes Month-to-Month Yes Credit Card 35.8 363.15 0 0 0 363.15 Stayed 4718-WXBGI Male 21 Yes 1 Twain Harte 95383 38.107441 -120.230625 1 72 Offer A Yes 27.1 Yes Yes Cable 59 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 91.95 6614.9 0 0 1951.2 8566.1 Stayed 4719-UMSIY Male 52 No 2 Lake Arrowhead 92352 34.2565 -117.19335 0 6 None Yes 15.5 No No Month-to-Month No Mailed Check 19.65 100.9 0 0 93 193.9 Stayed 4720-VSTSI Female 54 No 0 Monterey Park 91754 34.050322 -118.147037 0 44 None Yes 40.17 Yes Yes Fiber Optic 6 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 84.8 3862.55 0 0 1767.48 5630.03 Churned Attitude Attitude of support person 4723-BEGSG Male 35 Yes 0 Corona 92881 33.833686 -117.513063 1 72 None Yes 12.12 Yes Yes Cable 23 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card -10 6094.25 3.2 0 872.64 6963.69 Stayed 4724-WXVWF Male 28 No 0 Earp 92242 34.137742 -114.36514 0 48 None Yes 4.15 Yes Yes Fiber Optic 46 Yes No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.4 4445.3 0 0 199.2 4644.5 Stayed 4726-DLWQN Male 69 No 0 Live Oak 95953 39.258746 -121.77697 0 50 Offer B Yes 25.23 Yes Yes DSL 23 Yes Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 70.35 3454.6 0 100 1261.5 4816.1 Stayed 4727-MCYZG Male 23 No 0 Union City 94587 37.59485 -122.051521 0 1 Offer E Yes 33.32 No Yes DSL 48 No No No No No Yes Yes No Month-to-Month No Mailed Check 55.55 55.55 0 30 33.32 118.87 Joined 4729-XKASR Male 56 No 3 San Jose 95123 37.238758 -121.828375 0 1 None No Yes DSL 57 No No No No No No No Yes Month-to-Month No Bank Withdrawal 24.75 24.75 0 0 0 24.75 Churned Competitor Competitor had better devices 4730-AWNAU Male 59 Yes 0 Lower Lake 95457 38.925545 -122.549083 7 36 None No Yes DSL 24 Yes No Yes Yes Yes Yes Yes Yes One Year No Credit Card 60.7 2234.55 0 0 0 2234.55 Stayed 4732-RRJZC Male 31 Yes 1 Bridgeville 95526 40.372532 -123.525626 9 7 None Yes 39.98 No No Month-to-Month No Credit Card 20.25 144.35 0 0 279.86 424.21 Stayed 4735-ASGMA Male 55 No 0 Carnelian Bay 96140 39.227434 -120.091806 0 26 None Yes 40.17 Yes Yes Fiber Optic 27 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.35 2515.3 0 0 1044.42 3559.72 Churned Competitor Competitor had better devices 4735-BJKOU Female 33 No 0 Los Angeles 90039 34.110845 -118.259595 0 40 None Yes 8.36 No No Two Year No Mailed Check 20.15 804.85 0 0 334.4 1139.25 Stayed 4737-AQCPU Male 39 Yes 0 Los Angeles 90022 34.02381 -118.156582 5 72 None Yes 42.55 Yes Yes DSL 18 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 72.1 5016.65 0 0 3063.6 8080.25 Stayed 4737-HOBAX Male 51 Yes 0 Penngrove 94951 38.325599 -122.642352 5 63 None Yes 10.07 Yes Yes Cable 20 No No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 79.8 5034.05 0 0 634.41 5668.46 Stayed 4741-WWJQZ Female 49 Yes 0 Forestville 95436 38.499302 -122.92444 0 2 Offer E Yes 26.58 No Yes Fiber Optic 23 Yes No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 80.15 194.55 0 0 53.16 247.71 Joined 4742-DRORA Male 59 Yes 0 Mecca 92254 33.543835 -115.993906 5 60 Offer B Yes 5.43 Yes Yes Fiber Optic 29 Yes No Yes No Yes No No Yes One Year Yes Bank Withdrawal 95.4 5812 0 0 325.8 6137.8 Stayed 4742-TXUEX Female 24 Yes 3 Rialto 92376 34.109775 -117.378904 1 47 None Yes 2.56 No No Two Year No Bank Withdrawal 19.3 890.5 0 0 120.32 1010.82 Stayed 4745-LSPLO Male 22 No 0 San Diego 92111 32.805518 -117.169052 0 1 None Yes 19.85 No No Month-to-Month No Credit Card 20.5 20.5 0 0 19.85 40.35 Churned Attitude Attitude of support person 4747-LCAQL Male 28 No 0 Los Angeles 90037 34.002642 -118.287596 0 25 Offer C Yes 7.55 No Yes DSL 71 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 79 1902 0 0 188.75 2090.75 Stayed 4749-OJKQU Female 36 No 0 San Jose 95132 37.424655 -121.74841 0 4 None Yes 23.5 Yes Yes Fiber Optic 22 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.65 302.35 0 0 94 396.35 Stayed 4749-VFKVB Female 47 No 0 Inverness 94937 38.099323 -122.945723 0 1 None Yes 46.49 Yes Yes DSL 14 No No No No No No No Yes Month-to-Month Yes Credit Card 50.1 50.1 0 0 46.49 96.59 Churned Other Don't know 4750-UKWJK Female 77 Yes 0 Gilroy 95020 37.03889 -121.528955 1 37 None Yes 25.35 No No One Year No Mailed Check 19.6 727.8 0 0 937.95 1665.75 Stayed 4750-ZRXIU Female 68 No 0 Palo Alto 94304 37.386978 -122.177746 0 4 None Yes 6.68 Yes Yes Cable 17 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 84.6 360.1 0 0 26.72 386.82 Churned Competitor Competitor had better devices 4751-ERMAN Male 43 Yes 0 Gazelle 96034 41.411315 -122.697236 7 72 None Yes 42.16 No Yes Cable 18 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 75.4 5480.25 0 0 3035.52 8515.77 Stayed 4753-PADAS Female 23 Yes 0 Bieber 96009 41.083464 -121.107929 2 67 Offer A Yes 25.46 Yes Yes Fiber Optic 73 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.7 6816.95 0 0 1705.82 8522.77 Stayed 4759-PXTAN Female 34 Yes 0 Potter Valley 95469 39.408634 -123.045516 7 59 None Yes 20.27 Yes Yes DSL 13 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 80.1 4693.2 0 0 1195.93 5889.13 Stayed 4759-TRPLW Male 40 No 0 Long Beach 90822 33.778436 -118.118648 0 1 Offer E Yes 29.63 No Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.4 70.4 0 0 29.63 100.03 Churned Competitor Competitor had better devices 4760-THGOT Female 33 Yes 0 San Jose 95134 37.42765 -121.945416 9 43 None Yes 49.48 Yes Yes Fiber Optic 11 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.1 4107.3 0 0 2127.64 6234.94 Stayed 4760-XOHVN Female 54 Yes 2 Myers Flat 95554 40.267158 -123.805913 1 1 None Yes 28.73 No No Month-to-Month No Mailed Check 19.45 19.45 0 0 28.73 48.18 Churned Competitor Competitor made better offer 4763-PGDPO Female 19 No 0 Sacramento 95831 38.494832 -121.529447 0 4 None Yes 41.12 No Yes Fiber Optic 42 No No No No No No Yes No Month-to-Month No Bank Withdrawal 70.4 281 0 70 164.48 515.48 Churned Competitor Competitor had better devices 4765-OXPPD Female 20 Yes 0 Ventura 93003 34.279221 -119.221437 1 9 Offer E Yes 6.35 No Yes Cable 69 Yes Yes Yes Yes No No No Yes Month-to-Month No Mailed Check 65 663.05 0 0 57.15 720.2 Churned Competitor Competitor offered more data 4767-HZZHQ Male 32 Yes 3 Redondo Beach 90277 33.830453 -118.384565 5 30 Offer C Yes 6.19 No Yes Fiber Optic 21 No Yes Yes No No No No No Month-to-Month No Bank Withdrawal 82.05 2570.2 0 120 185.7 2875.9 Stayed 4770-QAZXN Female 42 No 0 Tomales 94971 38.240769 -122.901041 0 13 Offer D Yes 46.3 No No Month-to-Month No Credit Card 19.45 232.1 0 0 601.9 834 Stayed 4770-UEZOX Male 19 No 0 Fallbrook 92028 33.362575 -117.299644 0 2 Offer E Yes 43.56 No Yes Fiber Optic 52 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.75 144.8 0 0 87.12 231.92 Joined 4774-HHGGS Male 64 Yes 0 Janesville 96114 40.294034 -120.512622 1 30 None Yes 11.38 No No Two Year No Credit Card 19.05 637.55 0 0 341.4 978.95 Stayed 4776-XSKYQ Female 48 Yes 1 Laguna Hills 92653 33.606899 -117.717854 4 12 None No Yes DSL 22 No No No Yes No No No Yes One Year No Credit Card 30.25 368.85 0 0 0 368.85 Stayed 4778-IZARL Male 46 Yes 0 New Cuyama 93254 34.956577 -119.750142 8 63 None Yes 3.18 No Yes Fiber Optic 15 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 110.1 6705.7 0 0 200.34 6906.04 Stayed 4779-ZGICK Male 39 Yes 1 Los Angeles 90057 34.061918 -118.277939 0 48 Offer B Yes 11.86 Yes No Two Year No Credit Card 23.55 1173.35 0 0 569.28 1742.63 Stayed 4781-ZXYGU Male 25 Yes 2 Sausalito 94965 37.848641 -122.515692 7 1 Offer E Yes 18.63 No No Month-to-Month Yes Bank Withdrawal 20.15 20.15 0 0 18.63 38.78 Joined 4782-OSFXZ Female 72 Yes 0 Lodi 95242 38.128087 -121.4078 1 71 Offer A Yes 37.53 Yes Yes DSL 24 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 82.7 5831.2 0 0 2664.63 8495.83 Stayed 4785-FCIFB Female 20 Yes 0 Forest Falls 92339 34.067699 -116.903891 10 61 Offer B Yes 20.09 Yes No Two Year No Mailed Check 24.4 1417.9 0 0 1225.49 2643.39 Stayed 4785-NKHCX Male 65 No 0 O Neals 93645 37.140104 -119.657092 0 5 Offer E Yes 30.14 No No One Year No Bank Withdrawal 20.05 94.15 0 0 150.7 244.85 Stayed 4785-QRJHC Male 80 Yes 0 San Francisco 94132 37.722302 -122.491129 1 46 None No Yes DSL 15 No Yes Yes Yes Yes Yes No No One Year Yes Bank Withdrawal 59.9 2816.65 0 150 0 2966.65 Churned Competitor Competitor offered higher download speeds 4786-UKSNZ Male 45 No 0 Clayton 94517 37.881842 -121.848111 0 1 Offer E Yes 11.25 No No Month-to-Month No Credit Card 20.2 20.2 0 0 11.25 31.45 Churned Competitor Competitor made better offer 4789-KWMXN Male 42 Yes 0 Tuolumne 95379 37.939768 -120.188002 1 47 Offer B Yes 19.02 Yes Yes Fiber Optic 17 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 110.85 5275.8 4.93 0 893.94 6164.81 Churned Price Price too high 4791-QRGMF Male 33 Yes 0 Miranda 95553 40.210895 -123.86 1 59 Offer B Yes 10.76 Yes Yes Fiber Optic 5 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 99.5 5961.1 0 0 634.84 6595.94 Churned Competitor Competitor offered more data 4795-KTRTH Female 68 Yes 0 San Diego 92122 32.85723 -117.209774 1 5 Offer E Yes 47.28 Yes Yes Fiber Optic 11 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 81 371.65 40.64 10 236.4 577.41 Churned Competitor Competitor made better offer 4795-UXVCJ Male 63 No 0 Gonzales 93926 36.52588 -121.396719 0 26 Offer C Yes 45.7 No No One Year No Credit Card 19.8 457.3 0 0 1188.2 1645.5 Stayed 4795-WRNVT Female 32 No 0 Pomona 91768 34.067932 -117.785168 0 40 None Yes 11.56 No Yes DSL 26 Yes Yes No No Yes No No Yes Month-to-Month No Credit Card 65.1 2586 0 0 462.4 3048.4 Stayed 4797-AXPXK Female 64 No 2 Lompoc 93436 34.601055 -120.382917 0 1 Offer E Yes 43.48 No Yes DSL 16 Yes Yes No Yes No No No No Month-to-Month Yes Bank Withdrawal 60 60 0 10 43.48 113.48 Churned Attitude Attitude of service provider 4797-MIWUM Male 22 Yes 3 Goleta 93117 34.489983 -120.091246 0 7 Offer E Yes 49.83 No No Month-to-Month Yes Bank Withdrawal 20.25 174.7 0 0 348.81 523.51 Stayed 4800-CZMPC Female 24 Yes 0 Delano 93215 35.772244 -119.209689 1 48 Offer B Yes 6.36 Yes Yes Fiber Optic 47 Yes Yes No No Yes Yes Yes Yes One Year Yes Credit Card 103.25 5037.55 0 0 305.28 5342.83 Churned Attitude Attitude of service provider 4800-VHZKI Female 59 No 0 San Diego 92122 32.85723 -117.209774 0 1 Offer E Yes 36.63 No No Month-to-Month Yes Credit Card 19.9 19.9 0 0 36.63 56.53 Churned Competitor Competitor made better offer 4801-JZAZL Female 32 Yes 2 Angelus Oaks 92305 34.1678 -116.86433 1 11 None No Yes DSL 17 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 29.6 346.45 27.24 0 0 319.21 Stayed 4801-KFYKL Male 28 No 3 Granada Hills 91344 34.291273 -118.505104 0 8 None Yes 1.95 No No Month-to-Month No Bank Withdrawal 19.45 159.2 0 0 15.6 174.8 Stayed 4803-AXVYP Female 75 No 0 Butte City 95920 39.449794 -121.936372 0 38 Offer C Yes 47.39 Yes Yes Fiber Optic 2 No No No Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 99.55 3734.25 0 0 1800.82 5535.07 Churned Dissatisfaction Service dissatisfaction 4803-LBYPN Male 44 Yes 1 Orange 92868 33.787796 -117.875928 1 34 Offer C Yes 44.54 No No Month-to-Month No Credit Card 20.8 635.9 46.07 0 1514.36 2104.19 Stayed 4804-NCPET Male 32 Yes 3 Clearlake 95422 38.965804 -122.631779 3 19 None Yes 31.7 No No Two Year No Credit Card 20.2 387.4 0 0 602.3 989.7 Stayed 4806-DXQCE Female 77 Yes 0 Santa Monica 90404 34.026334 -118.474222 7 70 None Yes 35.39 Yes Yes Fiber Optic 25 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 113.65 7714.65 24.36 0 2477.3 10167.59 Stayed 4806-HIPDW Female 64 Yes 0 Calimesa 92320 33.982787 -117.057627 1 1 Offer E Yes 21.65 No Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 68.95 68.95 0 0 21.65 90.6 Churned Dissatisfaction Limited range of services 4806-KEXQR Male 27 No 0 Lockeford 95237 38.166791 -121.14207 0 4 Offer E Yes 43.06 No Yes Fiber Optic 46 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.9 324.3 0 0 172.24 496.54 Churned Competitor Competitor had better devices 4807-IZYOZ Female 25 No 0 North Palm Springs 92258 33.906496 -116.569499 0 51 Offer B Yes 19.23 No No Two Year No Bank Withdrawal 20.65 1020.75 19.32 0 980.73 1982.16 Stayed 4808-YNLEU Female 51 Yes 0 Maywood 90270 33.988572 -118.186565 1 35 Offer C Yes 24.53 No Yes DSL 30 Yes No No No Yes No No Yes One Year Yes Bank Withdrawal 62.15 2215.45 0 0 858.55 3074 Stayed 4811-JBUVU Male 62 No 0 Sherman Oaks 91423 34.146957 -118.432138 0 30 None Yes 31.97 Yes Yes Fiber Optic 2 No No No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 89.9 2723.15 0 0 959.1 3682.25 Stayed 4813-HQMGZ Female 54 Yes 0 Ducor 93218 35.846067 -119.004073 4 8 Offer E Yes 9.88 Yes Yes Fiber Optic 4 No No No Yes No Yes Yes No Month-to-Month Yes Bank Withdrawal 90.25 743.75 0 0 79.04 822.79 Stayed 4815-GBTCD Female 55 Yes 0 Wishon 93669 37.287758 -119.548156 1 4 None No Yes DSL 29 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 25.15 99.95 0 0 0 99.95 Stayed 4815-TUMEQ Female 25 No 0 Lynwood 90262 33.923573 -118.200669 0 10 Offer D Yes 45.42 No No One Year Yes Credit Card 19.3 185.2 0 0 454.2 639.4 Stayed 4815-YOSUK Male 22 Yes 2 Aliso Viejo 92656 33.571259 -117.731917 9 72 None Yes 41.18 Yes Yes Fiber Optic 52 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Credit Card 104.9 7537.5 0 0 2964.96 10502.46 Stayed 4816-JBHOV Male 72 No 0 Los Angeles 90044 33.952714 -118.292061 0 2 Offer E Yes 41.43 No Yes Cable 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.7 93.7 0 0 82.86 176.56 Churned Competitor Competitor offered more data 4816-LXZYW Female 51 No 0 Long Beach 90810 33.819814 -118.222416 0 23 Offer D Yes 33.44 Yes Yes Fiber Optic 11 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal -7 1676.95 0 0 769.12 2446.07 Churned Competitor Competitor had better devices 4816-OKWNX Male 38 Yes 1 Los Angeles 90034 34.030578 -118.399613 2 50 None Yes 36.21 No Yes Fiber Optic 22 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.4 5236.4 0 0 1810.5 7046.9 Stayed 4817-KEQSP Female 43 Yes 2 Temecula 92592 33.507255 -117.029473 2 71 None Yes 16.84 No No Two Year No Bank Withdrawal 19.85 1326.35 0 0 1195.64 2521.99 Stayed 4817-QRJSX Female 46 No 0 Clovis 93612 36.814539 -119.711868 0 10 Offer D Yes 49.5 Yes Yes Fiber Optic 19 No Yes No No No No No Yes Month-to-Month Yes Credit Card 81 818.05 0 0 495 1313.05 Churned Attitude Attitude of support person 4817-VYYWS Female 21 No 0 Silverado 92676 33.782346 -117.635263 0 30 Offer C Yes 11.73 Yes Yes Fiber Optic 82 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.2 2983.8 0 0 351.9 3335.7 Churned Dissatisfaction Service dissatisfaction 4818-DRBQT Male 29 Yes 0 Farmersville 93223 36.29878 -119.201028 1 29 Offer C Yes 26.03 Yes Yes Fiber Optic 47 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.15 2265.25 0 0 754.87 3020.12 Churned Attitude Attitude of support person 4818-QIUFN Female 69 No 0 Desert Hot Springs 92241 33.832799 -116.250973 0 20 None Yes 11.82 Yes Yes Fiber Optic 5 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.15 1520.9 0 0 236.4 1757.3 Churned Attitude Attitude of support person 4819-HJPIW Male 32 No 0 Avery 95224 38.208336 -120.339938 0 18 None No Yes DSL 8 No No No No No No No Yes Month-to-Month No Credit Card 25.15 476.8 0 0 0 476.8 Stayed 4821-SJHJV Female 25 Yes 3 Calipatria 92233 33.143826 -115.497485 6 32 None Yes 48.49 Yes Yes Fiber Optic 82 Yes No No No Yes No No Yes Month-to-Month No Bank Withdrawal 89.6 2901.8 0 0 1551.68 4453.48 Stayed 4821-WQOYN Female 25 Yes 2 Little River 95456 39.245911 -123.77214 6 72 None Yes 22.05 No No Two Year Yes Credit Card 20.1 1326.25 0 0 1587.6 2913.85 Stayed 4822-LPTYJ Male 38 Yes 0 Los Angeles 90021 34.029043 -118.239504 8 72 None Yes 16.5 Yes Yes Fiber Optic 22 No Yes Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 103.75 7346.2 0 130 1188 8664.2 Stayed 4822-NGOCH Female 60 No 0 Sacramento 95831 38.494832 -121.529447 0 13 None Yes 21.88 Yes Yes Fiber Optic 4 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 84.45 1058.6 0 0 284.44 1343.04 Churned Price Long distance charges 4822-RVYBB Male 75 No 0 Berkeley 94704 37.871416 -122.246597 0 8 Offer E Yes 40.45 Yes Yes Fiber Optic 29 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 100.6 819.4 0 0 323.6 1143 Churned Attitude Attitude of support person 4822-YCXMX Male 64 No 0 Fresno 93705 36.78724 -119.827813 0 25 Offer C Yes 8.31 Yes Yes Fiber Optic 22 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.8 2043.45 0 0 207.75 2251.2 Churned Price Extra data charges 4824-GUCBY Female 77 No 0 San Francisco 94127 37.736535 -122.45732 0 22 None Yes 23.43 No Yes Fiber Optic 22 Yes Yes No No No No No Yes One Year No Bank Withdrawal 81.7 1820.9 29.88 0 515.46 2306.48 Stayed 4825-FUREZ Male 49 Yes 0 San Jose 95148 37.339533 -121.777179 10 42 None Yes 45.75 No No Two Year No Bank Withdrawal 20.25 835.5 0 0 1921.5 2757 Stayed 4825-XJGDM Female 59 No 0 Mccloud 96057 41.251322 -122.105209 0 61 Offer B No Yes DSL 8 Yes Yes Yes Yes No No No Yes One Year No Credit Card 43.7 2696.55 0 0 0 2696.55 Stayed 4826-DXMUP Male 23 No 2 Mountain View 94041 37.388349 -122.075299 0 35 None Yes 10.11 No Yes DSL 73 No No No Yes Yes Yes Yes Yes One Year Yes Credit Card 72.1 2495.15 0 0 353.85 2849 Stayed 4826-TZEVA Female 50 No 0 O Neals 93645 37.140104 -119.657092 0 40 Offer B Yes 18.57 No Yes Fiber Optic 15 No Yes No No No No No Yes Month-to-Month No Credit Card 74.8 2971.7 0 0 742.8 3714.5 Stayed 4826-XTSOH Male 66 Yes 0 Moss Landing 95039 36.863303 -121.781632 0 1 None Yes 38.78 Yes Yes Fiber Optic 23 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.05 86.05 0 0 38.78 124.83 Churned Competitor Competitor had better devices 4827-DPADN Female 28 Yes 3 Los Angeles 90032 34.078821 -118.177576 3 72 None Yes 24.48 Yes Yes Cable 69 Yes No Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 83.3 6042.7 0 80 1762.56 7885.26 Stayed 4827-LTQRJ Female 70 Yes 2 Shasta 96087 40.617614 -122.512861 1 66 None Yes 44.38 Yes Yes Fiber Optic 28 Yes Yes No Yes Yes Yes No Yes One Year Yes Credit Card 110.6 7210.85 0 0 2929.08 10139.93 Stayed 4827-USJHP Male 45 No 0 Glendale 91208 34.195386 -118.238508 0 20 Offer D Yes 3.94 No Yes DSL 18 No Yes No No No No No Yes Month-to-Month Yes Credit Card 51.8 1023.85 0 0 78.8 1102.65 Stayed 4828-FAZPK Female 30 Yes 2 Inglewood 90301 33.956445 -118.358634 1 16 Offer D Yes 49.85 Yes Yes Fiber Optic 69 No Yes No No No No No Yes Month-to-Month Yes Credit Card 79.95 1267.95 0 0 797.6 2065.55 Stayed 4829-AUOAX Female 57 No 0 Los Angeles 90014 34.043144 -118.251977 0 46 None Yes 6.18 Yes Yes Cable 8 No No No No Yes Yes Yes No Month-to-Month No Bank Withdrawal 96.05 4399.5 0 80 284.28 4763.78 Churned Price Extra data charges 4829-ZLJTK Female 80 Yes 0 Penngrove 94951 38.325599 -122.642352 5 72 Offer A Yes 15.23 Yes Yes Fiber Optic 2 Yes Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 112.4 8046.85 0 0 1096.56 9143.41 Stayed 4830-FAXFM Male 62 No 2 Korbel 95550 40.7666 -123.80458 0 19 Offer D Yes 14.48 Yes No Month-to-Month Yes Credit Card 24.1 439.2 0 0 275.12 714.32 Stayed 4831-EOBFE Male 43 Yes 0 Mountain Ranch 95246 38.264262 -120.515133 1 29 None Yes 40.49 No Yes Fiber Optic 15 Yes No No No Yes Yes Yes Yes Month-to-Month No Credit Card 94.65 2649.15 0 0 1174.21 3823.36 Churned Other Don't know 4832-VRBMR Male 65 Yes 0 Parker Dam 92267 34.273872 -114.192901 1 65 None Yes 16.65 Yes Yes Fiber Optic 5 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.15 6792.45 0 0 1082.25 7874.7 Stayed 4833-QTJNO Male 66 Yes 0 Coulterville 95311 37.722127 -120.110174 10 67 None Yes 44.9 Yes Yes Fiber Optic 20 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 83.85 5588.8 0 0 3008.3 8597.1 Stayed 4835-YSJMR Male 59 No 0 Ceres 95307 37.553469 -120.952825 0 39 Offer C Yes 3.93 No Yes DSL 15 No No No Yes No No No Yes Two Year Yes Bank Withdrawal 49.8 1971.15 0 0 153.27 2124.42 Stayed 4836-WNFNO Female 56 Yes 0 Los Angeles 90032 34.078821 -118.177576 7 72 None Yes 39.98 Yes No Two Year No Credit Card -7 1849.2 0 0 2878.56 4727.76 Stayed 4837-PZTIC Female 54 No 0 Torrance 90504 33.867257 -118.330794 0 47 Offer B No Yes Cable 23 Yes No Yes Yes No No No Yes Two Year No Credit Card 41.9 1875.25 0 0 0 1875.25 Stayed 4837-QUSFT Female 35 Yes 0 Oakley 94561 37.999406 -121.686241 8 65 Offer B Yes 36.62 Yes Yes Fiber Optic 6 Yes Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 100.15 6643.5 0 0 2380.3 9023.8 Stayed 4840-ORQXB Female 67 No 0 Sierra Madre 91024 34.168686 -118.057505 0 56 None Yes 27.64 Yes Yes Fiber Optic 7 No Yes Yes No Yes Yes No Yes Two Year No Bank Withdrawal 104.75 5841.35 36.52 0 1547.84 7352.67 Stayed 4844-JJWUY Female 65 No 0 San Francisco 94121 37.776718 -122.495781 0 1 Offer E Yes 28.82 No Yes Fiber Optic 22 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 86 86 0 0 28.82 114.82 Churned Competitor Competitor made better offer 4846-WHAFZ Female 80 Yes 1 Whittier 90602 33.972119 -118.020188 1 37 Offer C Yes 6.33 Yes Yes Fiber Optic 14 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.5 2868.15 0 0 234.21 3102.36 Churned Price Extra data charges 4847-QNOKA Female 30 No 0 Modesto 95355 37.672906 -120.946594 0 1 Offer E Yes 41.78 No Yes DSL 59 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.9 44.9 0 0 41.78 86.68 Churned Dissatisfaction Lack of self-service on Website 4847-TAJYI Female 77 No 0 Chula Vista 91911 32.607964 -117.059459 0 6 Offer E Yes 8.06 No Yes Fiber Optic 19 No No No No Yes Yes No Yes One Year Yes Bank Withdrawal 89.35 567.8 0 0 48.36 616.16 Stayed 4849-PYRLQ Female 80 No 0 Fremont 94536 37.572273 -121.964583 0 56 None Yes 37.3 Yes Yes DSL 8 Yes No Yes Yes No Yes No Yes Two Year No Bank Withdrawal 73.25 4054.2 17.16 0 2088.8 6125.84 Stayed 4851-BQDNX Male 56 Yes 1 Oxnard 93035 34.18454 -119.224666 5 40 None Yes 14.41 No Yes Fiber Optic 22 No No Yes No Yes No No Yes One Year Yes Bank Withdrawal 85.05 3355.65 38.15 0 576.4 3893.9 Stayed 4853-OITSN Male 33 Yes 0 Oakland 94606 37.792489 -122.244314 8 5 Offer E Yes 15.74 Yes Yes Fiber Optic 28 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.15 413.25 0 0 78.7 491.95 Stayed 4853-RULSV Male 25 No 0 Miramonte 93641 36.696759 -119.024051 0 70 Offer A Yes 12.19 Yes Yes Fiber Optic 42 Yes No No Yes Yes Yes Yes Yes Two Year Yes Credit Card 104 7250.15 0 0 853.3 8103.45 Churned Attitude Attitude of service provider 4854-CIDCF Female 74 No 0 Los Angeles 90065 34.108833 -118.229715 0 3 None Yes 46.65 No Yes Fiber Optic 25 No No Yes No No No No Yes Two Year No Bank Withdrawal 73.85 196.4 0 0 139.95 336.35 Joined 4854-SSLTN Male 49 Yes 4 Torrance 90502 33.833181 -118.292062 8 2 Offer E Yes 42.55 No Yes DSL 53 Yes Yes No Yes No No No Yes Two Year No Mailed Check 59.5 130.5 0 0 85.1 215.6 Joined 4855-SNKMY Female 31 No 0 Los Angeles 90024 34.066303 -118.435479 0 1 Offer E Yes 4.41 No Yes DSL 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.1 44.1 0 0 4.41 48.51 Churned Competitor Competitor made better offer 4859-ZSRDZ Female 58 Yes 0 Vacaville 95687 38.333133 -121.920151 1 58 Offer B No Yes Cable 11 No No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 55.5 3166.9 0 0 0 3166.9 Stayed 4860-IJUDE Male 34 No 0 Ripon 95366 37.750778 -121.13238 0 13 None Yes 30.06 No Yes Fiber Optic 5 Yes No No No No No No Yes Month-to-Month Yes Credit Card 73.75 956.65 0 0 390.78 1347.43 Stayed 4860-YZGZM Male 27 No 0 San Jose 95128 37.316146 -121.936285 0 10 None Yes 39.39 No No Month-to-Month No Bank Withdrawal 20 185.4 0 0 393.9 579.3 Stayed 4868-AADLV Male 77 Yes 2 Durham 95938 39.607831 -121.777959 0 66 None Yes 3.27 Yes Yes Fiber Optic 10 Yes Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 116.25 7862.25 0 0 215.82 8078.07 Stayed 4869-EPIUS Male 37 Yes 0 San Rafael 94901 37.972662 -122.491452 3 56 None Yes 46.18 No Yes Fiber Optic 24 No No No No No Yes Yes Yes One Year Yes Bank Withdrawal 80.9 4557.5 0 0 2586.08 7143.58 Stayed 4871-JTKJF Female 70 No 0 Selma 93662 36.545322 -119.642281 0 1 None Yes 31.13 No Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.65 69.65 0 0 31.13 100.78 Churned Attitude Attitude of service provider 4872-JCVCA Female 44 Yes 0 Desert Hot Springs 92241 33.832799 -116.250973 1 71 Offer A No Yes DSL 16 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal 47.6 3377.8 0 0 0 3377.8 Stayed 4872-VXRIL Male 22 No 0 Lancaster 93536 34.741406 -118.38111 0 56 Offer B Yes 48.32 Yes Yes DSL 59 Yes Yes No Yes No No No Yes One Year Yes Bank Withdrawal 64.65 3665.55 0 0 2705.92 6371.47 Stayed 4873-ILOLJ Male 64 No 0 Sunol 94586 37.587494 -121.862856 0 24 None Yes 32.49 No Yes Fiber Optic 23 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.35 2238.5 0 0 779.76 3018.26 Churned Competitor Competitor had better devices 4877-EVATK Male 30 No 0 Elk 95432 39.108252 -123.645121 0 1 None Yes 46.77 No No Month-to-Month No Mailed Check 20 20 0 0 46.77 66.77 Churned Attitude Attitude of service provider 4877-TSOFF Female 41 Yes 3 Morongo Valley 92256 34.097863 -116.594561 7 55 Offer B Yes 16.16 Yes Yes DSL 29 Yes Yes No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 75.75 4264.25 0 0 888.8 5153.05 Stayed 4878-BUNFV Male 59 Yes 1 Oakland 94621 37.750553 -122.197175 10 42 Offer B Yes 32.02 No No Two Year No Mailed Check 20.7 828.85 0 0 1344.84 2173.69 Stayed 4879-GZLFH Female 33 Yes 3 Buena Park 90621 33.874224 -117.993368 10 42 None Yes 17.75 No Yes Fiber Optic 53 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 92.15 3875.4 0 0 745.5 4620.9 Stayed 4881-GQJTW Male 64 No 0 Taylorsville 95983 40.053684 -120.743116 0 14 Offer D Yes 8.54 No No Month-to-Month No Credit Card 19.6 300.4 0 0 119.56 419.96 Stayed 4881-JVQOD Male 73 Yes 3 Oxnard 93030 34.223244 -119.18012 1 10 None No Yes Cable 53 No No No No No Yes No Yes One Year Yes Bank Withdrawal 34.55 362.6 0 0 0 362.6 Stayed 4883-KCPZJ Female 30 Yes 3 Deer Park 94576 38.554383 -122.474773 9 22 Offer D Yes 25.98 Yes No Two Year No Credit Card 25.25 555.4 0 0 571.56 1126.96 Stayed 4883-QICIH Male 37 Yes 0 Bodega Bay 94923 38.377165 -123.037957 1 32 None Yes 5.99 No Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.75 2347.9 19.67 0 191.68 2519.91 Churned Other Don't know 4884-LEVMQ Male 39 Yes 0 Valley Springs 95252 38.156971 -120.849231 10 39 Offer C Yes 36.39 No No Two Year Yes Bank Withdrawal 20.45 790 0 0 1419.21 2209.21 Stayed 4884-TVUQF Female 80 No 0 Occidental 95465 38.415003 -122.998726 0 57 Offer B Yes 36.89 Yes Yes Fiber Optic 17 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 101.3 5779.6 0 0 2102.73 7882.33 Stayed 4884-ZTHVF Female 80 No 0 Santa Cruz 95065 37.031404 -121.981865 0 8 None Yes 39.01 No Yes Fiber Optic 28 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 87.1 713.6 0 0 312.08 1025.68 Stayed 4890-VMUAV Male 46 No 0 Alpine 91901 32.827184 -116.703729 0 63 Offer B Yes 18.05 Yes Yes DSL 11 Yes Yes Yes Yes No No No No One Year No Bank Withdrawal 71.5 4576.3 0 70 1137.15 5783.45 Stayed 4891-NLUBA Female 46 Yes 3 Paynes Creek 96075 40.343213 -121.815412 8 61 Offer B No Yes DSL 26 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 61.45 3751.15 0 0 0 3751.15 Stayed 4892-VLANZ Male 40 No 0 Colusa 95932 39.273096 -122.050763 0 1 None Yes 9.66 No No Month-to-Month No Mailed Check 19.8 19.8 0 0 9.66 29.46 Churned Price Long distance charges 4893-GYUJU Female 29 No 0 Oregon House 95962 39.342587 -121.249833 0 50 None Yes 17.88 No No One Year Yes Mailed Check 19.35 1033 29.5 0 894 1897.5 Stayed 4895-TMWIR Male 79 Yes 0 San Diego 92122 32.85723 -117.209774 1 11 None Yes 29.54 No No Month-to-Month No Mailed Check 19.95 214.75 0 0 324.94 539.69 Churned Competitor Competitor made better offer 4896-CPRPF Male 38 Yes 3 Valley Ford 94972 38.339996 -122.935056 1 35 None Yes 13.67 Yes No Two Year No Bank Withdrawal -9 809.25 0 0 478.45 1287.7 Stayed 4897-QSUYC Female 42 No 0 Amboy 92304 34.559882 -115.637164 0 1 Offer E Yes 21.59 No No Month-to-Month Yes Mailed Check 20.15 20.15 0 0 21.59 41.74 Churned Attitude Attitude of support person 4900-MSOMT Female 39 Yes 3 Carnelian Bay 96140 39.227434 -120.091806 7 72 None Yes 49.12 Yes Yes DSL 23 Yes Yes Yes Yes Yes No No Yes Two Year No Bank Withdrawal 80.2 5714.2 0 0 3536.64 9250.84 Stayed 4902-OHLSK Female 76 No 0 Half Moon Bay 94019 37.45567 -122.407992 0 29 None Yes 20.98 Yes Yes Fiber Optic 16 No No No Yes Yes Yes No Yes Month-to-Month No Bank Withdrawal 98.65 2862.75 0 0 608.42 3471.17 Churned Attitude Attitude of support person 4903-CNOZC Male 25 No 0 La Canada Flintridge 91011 34.234912 -118.153729 0 29 Offer C Yes 28.83 Yes Yes DSL 47 No Yes Yes No No Yes Yes Yes One Year No Credit Card 70.9 1964.6 0 0 836.07 2800.67 Stayed 4903-UYAVB Male 53 Yes 0 Lathrop 95330 37.80821 -121.308401 0 5 Offer E Yes 31.76 No No Month-to-Month No Mailed Check 19.35 126.05 0 0 158.8 284.85 Churned Competitor Competitor made better offer 4905-JEFDW Male 39 No 0 Palo Alto 94306 37.416159 -122.131337 0 11 None No Yes DSL 5 No No Yes No Yes No No Yes One Year Yes Bank Withdrawal 41.6 470.6 0 0 0 470.6 Churned Competitor Competitor offered higher download speeds 4906-ZHGPK Male 49 Yes 0 Los Angeles 90046 34.108455 -118.362081 3 54 None Yes 48.45 Yes Yes DSL 28 No Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 70.7 3770 0 0 2616.3 6386.3 Stayed 4908-XAXAY Female 70 No 0 Buttonwillow 93206 35.451402 -119.488413 0 49 None Yes 47.72 No Yes Fiber Optic 21 No Yes Yes No No Yes No Yes One Year Yes Bank Withdrawal 89.85 4287.2 0 0 2338.28 6625.48 Stayed 4909-JOUPP Male 76 Yes 0 Tahoma 96142 39.061227 -120.179546 5 72 None Yes 27.74 Yes Yes Fiber Optic 3 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 109.7 7898.45 0 0 1997.28 9895.73 Stayed 4910-AQFFX Male 30 Yes 0 Soulsbyville 95372 37.990574 -120.261821 1 9 None Yes 31.67 Yes Yes Cable 59 No No Yes No No No No No Month-to-Month Yes Bank Withdrawal 79.35 661.25 0 10 285.03 956.28 Churned Dissatisfaction Network reliability 4910-GMJOT Female 56 No 0 San Francisco 94129 37.797526 -122.464531 0 1 None Yes 1.17 Yes Yes Fiber Optic 27 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.6 94.6 0 0 1.17 95.77 Churned Other Don't know 4911-BANWH Female 44 No 0 Sunland 91040 34.282704 -118.312929 0 31 None Yes 33.38 Yes Yes Fiber Optic 27 No No No No Yes No No Yes Month-to-Month Yes Credit Card 86.55 2697.4 0 0 1034.78 3732.18 Churned Attitude Attitude of support person 4912-PIGUY Female 44 No 0 Perris 92571 33.828289 -117.201666 0 1 Offer E Yes 7.34 Yes Yes Fiber Optic 11 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 84.6 84.6 0 0 7.34 91.94 Joined 4913-EHYUI Male 80 Yes 0 Alpaugh 93201 35.869626 -119.498771 0 56 Offer B Yes 48.8 Yes Yes Fiber Optic 12 Yes No Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 104.55 5794.65 0 0 2732.8 8527.45 Churned Competitor Competitor offered higher download speeds 4915-BFSXL Male 49 Yes 1 Mount Hermon 95041 37.051166 -122.056194 9 70 Offer A Yes 22.67 Yes Yes DSL 29 Yes No Yes No Yes No No Yes Two Year No Credit Card 68.95 4858.7 0 0 1586.9 6445.6 Stayed 4918-FYJNT Female 68 Yes 0 Los Angeles 90063 34.044271 -118.185237 4 55 None Yes 22.74 Yes Yes Fiber Optic 21 No Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 90.45 5044.8 12.48 0 1250.7 6283.02 Stayed 4918-QLLIW Male 23 No 0 Santa Monica 90405 34.005439 -118.477507 0 3 None Yes 47.68 No Yes DSL 82 No No No No Yes No Yes Yes Month-to-Month No Credit Card 53.4 188.7 0 0 143.04 331.74 Churned Other Don't know 4919-IKATY Male 64 Yes 0 San Diego 92126 32.886925 -117.152162 3 5 Offer E Yes 36.88 Yes Yes Fiber Optic 8 Yes No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 84.5 453.75 0 0 184.4 638.15 Churned Competitor Competitor made better offer 4919-MOAVT Male 53 No 0 Pasadena 91103 34.167465 -118.165327 0 3 Offer E Yes 39.38 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.65 220.1 0 0 118.14 338.24 Churned Competitor Competitor offered higher download speeds 4922-CVPDX Female 23 Yes 0 Westminster 92683 33.752591 -117.993661 6 26 Offer C Yes 34.12 No Yes DSL 58 No Yes Yes No Yes Yes Yes No Two Year Yes Credit Card 73.5 1905.7 17.03 70 887.12 2845.79 Stayed 4923-ADWXJ Female 33 No 0 Igo 96047 40.524535 -122.647172 0 25 None Yes 1.22 No Yes DSL 10 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 65.8 1679.65 29.29 0 30.5 1680.86 Stayed 4925-LMHOK Male 29 No 0 Stockton 95212 38.049457 -121.21653 0 15 Offer D Yes 14.79 Yes Yes DSL 59 No Yes No Yes No No No Yes Month-to-Month Yes Credit Card 58.6 939.7 0 0 221.85 1161.55 Churned Dissatisfaction Service dissatisfaction 4926-UMJZD Female 51 Yes 0 Mt Baldy 91759 34.231318 -117.662032 4 31 None Yes 1.2 No Yes DSL 15 No No No Yes No No No No Month-to-Month Yes Credit Card 49.2 1498.55 0 100 37.2 1635.75 Stayed 4927-WWOOZ Male 39 Yes 0 Pacific Grove 93950 36.618337 -121.926417 0 2 None Yes 49.41 Yes Yes Fiber Optic 20 No No Yes No Yes No No No Month-to-Month Yes Bank Withdrawal 91.45 171.45 0 10 98.82 280.27 Joined 4929-BSTRX Female 61 No 0 Oxnard 93030 34.223244 -119.18012 0 1 None Yes 1.59 No Yes Cable 14 No No No No Yes No No Yes Month-to-Month Yes Credit Card 53.55 53.55 0 0 1.59 55.14 Churned Price Lack of affordable download/upload speed 4929-ROART Male 47 No 0 Ukiah 95482 39.134075 -123.23422 0 18 None Yes 33.8 Yes Yes Cable 17 Yes No No No No No No No Month-to-Month No Credit Card 56.25 969.85 0 30 608.4 1608.25 Stayed 4929-XIHVW Male 79 Yes 0 Los Angeles 90034 34.030578 -118.399613 10 2 Offer E Yes 33.1 No Yes Fiber Optic 11 No No Yes No Yes Yes No No One Year Yes Credit Card 95.5 181.65 0 10 66.2 257.85 Joined 4931-TRZWN Female 54 No 0 Hornbrook 96044 41.962127 -122.527696 0 13 Offer D Yes 10.66 No Yes DSL 5 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 71.95 923.85 10.47 0 138.58 1051.96 Stayed 4933-BSAIP Female 39 Yes 0 Northridge 91324 34.238208 -118.55029 1 40 None Yes 31.37 No No Two Year No Credit Card 19.1 780.1 45.6 0 1254.8 1989.3 Stayed 4933-IKULF Female 71 No 0 Pinon Hills 92372 34.459322 -117.629729 0 17 Offer D Yes 24.15 No No One Year No Mailed Check 20.65 330.6 0 0 410.55 741.15 Stayed 4936-YPJNK Female 56 No 0 Rosamond 93560 34.903052 -118.411251 0 10 None Yes 23.84 No No Month-to-Month Yes Credit Card 19.9 199.45 0 0 238.4 437.85 Stayed 4937-QPZPO Male 62 Yes 3 Snelling 95369 37.521708 -120.426843 3 61 None Yes 34.54 Yes Yes Fiber Optic 58 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 99.9 6241.35 0 0 2106.94 8348.29 Stayed 4939-KYYPY Male 55 No 0 Coleville 96107 38.42528 -119.475741 0 27 None Yes 33.94 Yes Yes Cable 25 No No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 59.45 1611.65 0 0 916.38 2528.03 Stayed 4940-KHCWD Female 61 Yes 0 Downey 90240 33.956228 -118.120993 1 60 Offer B No Yes Cable 2 Yes Yes No Yes No No No Yes Two Year No Bank Withdrawal 37.7 2288.7 0 0 0 2288.7 Stayed 4942-VZZOM Male 40 Yes 0 Tupman 93276 35.316263 -119.402559 3 64 Offer B Yes 37.46 Yes Yes DSL 2 Yes No No No Yes No No Yes One Year Yes Credit Card 66.15 4392.5 0 0 2397.44 6789.94 Stayed 4945-RVMTE Female 57 No 0 Blocksburg 95514 40.309088 -123.668201 0 28 None Yes 38.97 No Yes Cable 3 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 59.55 1646.45 0 0 1091.16 2737.61 Stayed 4946-EDSEW Female 35 Yes 3 Compton 90221 33.885811 -118.206459 1 11 Offer D Yes 29.01 No No Month-to-Month Yes Credit Card 19.25 180.3 0 0 319.11 499.41 Churned Attitude Attitude of support person 4947-DSMXK Male 28 Yes 2 Farmersville 93223 36.29878 -119.201028 9 34 None Yes 42.74 Yes Yes Fiber Optic 52 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 97.7 3410 0 0 1453.16 4863.16 Stayed 4948-WBBKL Female 80 No 0 Dunnigan 95937 38.931425 -121.946081 0 36 Offer C Yes 41.57 Yes Yes Fiber Optic 10 No No No No No No No Yes Two Year Yes Bank Withdrawal 74.9 2659.45 0 0 1496.52 4155.97 Stayed 4950-BDEUX Male 47 No 0 Apple Valley 92308 34.424926 -117.184503 0 35 Offer C No Yes DSL 26 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 49.2 1701.65 0 0 0 1701.65 Stayed 4950-HKQTE Female 47 No 0 Morro Bay 93442 35.369553 -120.763864 0 22 Offer D Yes 5.28 Yes No Two Year No Credit Card 26.25 605.9 0 0 116.16 722.06 Stayed 4951-UKAAQ Female 30 No 0 Inglewood 90302 33.975332 -118.355252 0 4 None Yes 48.32 Yes Yes Fiber Optic 51 No Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 88.95 355.2 0 40 193.28 588.48 Churned Dissatisfaction Network reliability 4952-YSOGZ Female 48 Yes 0 San Diego 92129 32.961064 -117.134917 1 4 None Yes 4.14 Yes Yes Fiber Optic 30 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.95 381.3 0 0 16.56 397.86 Churned Competitor Competitor made better offer 4955-VCWBI Female 51 Yes 2 Markleeville 96120 38.735789 -119.85798 5 43 None Yes 35.2 No No One Year No Credit Card 20 817.95 0 0 1513.6 2331.55 Stayed 4957-SREEC Male 38 Yes 1 Fallbrook 92028 33.362575 -117.299644 2 70 Offer A Yes 31.78 No No Two Year No Credit Card -3 1458.1 35.44 0 2224.6 3647.26 Stayed 4957-TIALW Female 26 No 0 Corona 92880 33.918043 -117.617809 0 15 Offer D Yes 20.11 No Yes Cable 73 Yes Yes Yes Yes No No Yes Yes One Year No Credit Card 65.6 1010 0 0 301.65 1311.65 Stayed 4957-TREIR Male 37 No 0 Stratford 93266 36.175255 -119.813805 0 3 None Yes 38.05 No Yes DSL 7 Yes No No Yes Yes No No Yes Month-to-Month Yes Credit Card 64.4 195.65 0 0 114.15 309.8 Joined 4958-GZWIY Male 61 Yes 0 North Palm Springs 92258 33.906496 -116.569499 1 7 None Yes 5.13 No Yes DSL 4 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal -4 340.25 0 0 35.91 376.16 Churned Other Don't know 4958-XCBDQ Male 68 No 0 Victorville 92394 34.567058 -117.362329 0 35 Offer C Yes 39.69 Yes Yes Fiber Optic 25 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 101.4 3496.3 0 0 1389.15 4885.45 Churned Competitor Competitor offered more data 4959-JOSRX Female 41 Yes 0 La Puente 91744 34.031441 -117.936436 3 2 Offer E Yes 30.19 No Yes Cable 16 No No No No No No No Yes Month-to-Month Yes Credit Card 44.6 80.55 0 0 60.38 140.93 Churned Price Lack of affordable download/upload speed 4962-CHQPW Male 54 No 3 Greenville 95947 40.160386 -120.835428 0 29 Offer C Yes 2 No No One Year No Mailed Check 19.85 535.05 0 0 58 593.05 Stayed 4967-WPNCF Male 36 No 0 Huron 93234 36.217864 -120.080117 0 72 Offer A No Yes Cable 14 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 63.7 4464.8 0 0 0 4464.8 Stayed 4971-PUYQO Female 48 No 0 San Diego 92109 32.787836 -117.232376 0 27 None Yes 11.09 Yes Yes Fiber Optic 6 No No No No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 94.55 2724.6 0 0 299.43 3024.03 Churned Competitor Competitor made better offer 4973-MGTON Female 33 Yes 0 Topaz 96133 38.636052 -119.489162 0 71 None Yes 3.09 No Yes DSL 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 84.4 5969.3 0 0 219.39 6188.69 Stayed 4973-RLZVI Female 52 No 0 Hornbrook 96044 41.962127 -122.527696 0 30 None Yes 4.22 No Yes DSL 13 Yes Yes Yes Yes Yes No No No One Year No Credit Card 74.65 2308.6 0 50 126.6 2485.2 Stayed 4976-LNFVV Male 65 Yes 0 Daly City 94015 37.680844 -122.48131 6 19 None No Yes DSL 14 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 34.3 577.15 0 0 0 577.15 Stayed 4979-HPRFL Male 54 Yes 2 Garden Grove 92841 33.786738 -117.982564 1 56 Offer B Yes 37.67 Yes No Two Year No Bank Withdrawal 24.15 1402.25 29.41 0 2109.52 3482.36 Stayed 4980-URKXC Male 26 Yes 0 Fort Irwin 92310 35.349241 -116.770281 1 36 None Yes 12.61 No No One Year No Bank Withdrawal 20.85 720.05 0 0 453.96 1174.01 Stayed 4981-FLTMF Female 35 Yes 1 Springville 93265 36.245926 -118.693138 3 57 None Yes 1.54 Yes Yes DSL 15 Yes Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 65.2 3687.85 0 0 87.78 3775.63 Stayed 4983-CCWMC Male 43 No 0 Creston 93432 35.480896 -120.469476 0 3 None Yes 28.97 No Yes Fiber Optic 16 No No No No No No No No Month-to-Month Yes Credit Card 69.6 207.4 0 20 86.91 314.31 Joined 4983-CLMLV Female 30 Yes 0 Escondido 92027 33.141265 -116.967221 0 52 None Yes 44.34 Yes Yes Fiber Optic 71 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 102.7 5138.1 0 0 2305.68 7443.78 Stayed 4986-MXSFP Female 40 No 0 San Leandro 94579 37.687264 -122.15728 0 2 Offer E Yes 43.27 No No Month-to-Month Yes Mailed Check 20 40.9 0 0 86.54 127.44 Joined 4987-GQWPO Male 48 No 0 Huntington Beach 92647 33.723579 -118.005441 0 17 None No Yes DSL 11 No No No No No No No Yes Month-to-Month No Credit Card 25.1 382.8 0 0 0 382.8 Stayed 4988-IQIGL Male 80 No 0 Canoga Park 91304 34.224377 -118.632656 0 1 None Yes 28.49 Yes Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.35 75.35 0 0 28.49 103.84 Churned Attitude Attitude of support person 4989-LIXVT Male 66 No 0 Santa Monica 90404 34.026334 -118.474222 0 68 None Yes 19.67 Yes Yes Fiber Optic 28 No Yes Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 95.9 6503.2 0 0 1337.56 7840.76 Stayed 4990-ALDGW Male 37 No 0 Los Angeles 90033 34.050198 -118.210946 0 57 None Yes 38.73 No No Two Year No Credit Card 20.75 1118.8 0 0 2207.61 3326.41 Stayed 4992-LTJNE Male 40 Yes 0 Cantua Creek 93608 36.488056 -120.407691 5 72 Offer A Yes 24.24 Yes Yes DSL 27 Yes No No No No No No Yes Two Year No Bank Withdrawal 55.3 3983.6 0 0 1745.28 5728.88 Stayed 4993-JCRGJ Male 62 No 0 Holtville 92250 32.811001 -115.152865 0 26 None Yes 37.69 Yes Yes Fiber Optic 30 No No Yes Yes No No No Yes Month-to-Month Yes Credit Card 84.3 2281.6 0 0 979.94 3261.54 Stayed 4994-OBRSZ Male 24 No 3 Weed 96094 41.465121 -122.380947 0 14 None Yes 36.73 No Yes Cable 52 Yes Yes Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 76.1 1054.8 0 0 514.22 1569.02 Stayed 4998-IKFSE Female 27 No 0 Phelan 92371 34.441123 -117.537886 0 30 Offer C Yes 34.49 Yes Yes Fiber Optic 59 No No Yes No Yes Yes Yes No Month-to-Month No Bank Withdrawal 100.45 3096.9 0 80 1034.7 4211.6 Stayed 4999-IEZLT Male 45 No 0 Susanville 96130 40.559177 -120.612113 0 66 None No Yes Cable 15 No No No Yes No No No Yes One Year No Credit Card 29.45 1983.15 0 0 0 1983.15 Stayed 5002-GCQFH Male 30 Yes 0 Hercules 94547 37.991259 -122.214945 1 49 Offer B Yes 47.17 Yes Yes Fiber Optic 26 Yes Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 93.85 4733.1 0 30 2311.33 7074.43 Stayed 5003-OKNNK Female 44 Yes 3 Hoopa 95546 41.163637 -123.704841 10 15 Offer D Yes 46.64 No No One Year No Credit Card 20.35 335.95 0 0 699.6 1035.55 Stayed 5003-XZWWO Male 32 Yes 0 Capistrano Beach 92624 33.458754 -117.665104 4 71 None Yes 15.12 Yes Yes DSL 30 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card -8 5956.85 0 0 1073.52 7030.37 Stayed 5006-MXVRN Female 23 No 0 Keyes 95328 37.555631 -120.911653 0 39 None Yes 29.79 No No Two Year No Credit Card -10 762.45 0 0 1161.81 1924.26 Stayed 5010-IPEAQ Female 29 Yes 2 Escalon 95320 37.818543 -121.006907 2 67 None No Yes Cable 51 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 54.2 3623.95 0 0 0 3623.95 Stayed 5012-YSPJJ Male 20 Yes 1 Nubieber 96068 41.082472 -121.195215 6 31 None Yes 25.04 No Yes DSL 71 No No Yes Yes No No No Yes Month-to-Month No Credit Card 54.35 1647 0 0 776.24 2423.24 Stayed 5013-SBUIH Female 63 No 0 Stockton 95202 37.959706 -121.287669 0 50 None Yes 27.7 Yes Yes Fiber Optic 28 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.65 5551.15 0 0 1385 6936.15 Churned Competitor Competitor had better devices 5014-GSOUQ Male 59 No 0 Grass Valley 95945 39.194539 -120.988066 0 13 Offer D Yes 18.73 No No Two Year No Credit Card 19.95 243.65 0 0 243.49 487.14 Stayed 5014-WUQMG Male 23 Yes 2 Hornbrook 96044 41.962127 -122.527696 1 47 Offer B Yes 15.59 No Yes Fiber Optic 52 Yes Yes Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 96.1 4391.45 0 0 732.73 5124.18 Stayed 5016-ETTFF Male 46 No 0 Los Angeles 90016 34.028331 -118.354338 0 10 Offer D No Yes DSL 30 No No Yes No No No No No Month-to-Month No Credit Card 29.5 255.25 0 40 0 295.25 Churned Dissatisfaction Service dissatisfaction 5016-IBERQ Male 28 Yes 0 Simi Valley 93063 34.296813 -118.685703 1 23 None Yes 18.05 Yes Yes Fiber Optic 51 No Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 84.25 1968.1 8.3 0 415.15 2374.95 Stayed 5016-LIPDW Male 45 Yes 2 Stanford 94305 37.424342 -122.165641 1 57 None Yes 41.56 No No One Year No Credit Card 19.4 1061.6 0 0 2368.92 3430.52 Stayed 5018-GWURO Female 25 Yes 0 Novato 94949 38.067204 -122.524004 9 56 None Yes 42.81 Yes Yes Fiber Optic 51 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.6 4902.8 0 0 2397.36 7300.16 Stayed 5018-HEKFO Female 51 No 0 Rowland Heights 91748 33.976753 -117.897367 0 10 Offer D Yes 17.01 Yes No Month-to-Month Yes Credit Card 24.5 270.15 0 0 170.1 440.25 Stayed 5018-LXQQG Female 47 Yes 2 Torrance 90505 33.807882 -118.347957 1 30 Offer C Yes 16.48 No Yes DSL 17 Yes No No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 66.3 1923.5 0 0 494.4 2417.9 Stayed 5019-GQVCR Male 74 No 0 Westlake Village 91361 34.130992 -118.894673 0 43 None Yes 8.81 Yes Yes Fiber Optic 7 No No No No Yes No No Yes Two Year Yes Bank Withdrawal 84.85 3645.6 0 0 378.83 4024.43 Stayed 5020-ZSTTY Female 70 No 0 San Diego 92122 32.85723 -117.209774 0 54 Offer B Yes 12.08 Yes Yes DSL 5 Yes Yes No Yes Yes Yes Yes Yes One Year No Bank Withdrawal 82.45 4350.1 0 0 652.32 5002.42 Churned Competitor Competitor made better offer 5022-JNQEQ Female 39 Yes 1 Esparto 95627 38.834469 -122.127193 10 9 None Yes 8.1 No Yes Fiber Optic 20 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 75.85 647.5 0 0 72.9 720.4 Stayed 5022-KVDQT Male 20 No 0 Woodland Hills 91364 34.153733 -118.593408 0 27 None Yes 25.51 Yes Yes Fiber Optic 69 No No Yes No No No No No Month-to-Month Yes Bank Withdrawal 81.3 2272.8 29.93 130 688.77 3061.64 Stayed 5025-GOOKI Female 46 No 0 San Geronimo 94963 38.00474 -122.663717 0 20 Offer D Yes 33.86 No No Month-to-Month Yes Credit Card 18.9 347.65 0 0 677.2 1024.85 Stayed 5027-QPKTE Male 39 Yes 0 Modesto 95350 37.671806 -121.007575 1 7 Offer E Yes 14.75 No Yes Fiber Optic 28 No No No No No No No No Month-to-Month Yes Bank Withdrawal 69.35 451.1 0 10 103.25 564.35 Churned Competitor Competitor had better devices 5027-XWQHA Male 35 No 0 Ukiah 95482 39.134075 -123.23422 0 6 None Yes 41.16 No Yes Cable 10 No No No No No No No No Month-to-Month No Bank Withdrawal 44.75 270.95 0 10 246.96 527.91 Churned Dissatisfaction Network reliability 5027-YOCXN Male 23 Yes 0 Cardiff By The Sea 92007 33.015866 -117.272254 6 51 None Yes 26.73 Yes Yes Fiber Optic 41 Yes Yes No Yes Yes Yes Yes Yes One Year No Credit Card 110.05 5686.4 20.28 0 1363.23 7029.35 Stayed 5028-GZLDO Male 21 No 0 Moraga 94556 37.827946 -122.107185 0 2 None Yes 36.06 No Yes Fiber Optic 85 No No No No No No No Yes Month-to-Month No Credit Card -2 140.7 0 0 72.12 212.82 Churned Dissatisfaction Service dissatisfaction 5028-HTLJB Male 69 No 0 New Cuyama 93254 34.956577 -119.750142 0 1 Offer E Yes 19.87 No No Month-to-Month No Credit Card 20.05 20.05 0 0 19.87 39.92 Churned Price Long distance charges 5032-MIYKT Female 19 No 0 Weott 95571 40.310119 -123.909449 0 1 None Yes 38.81 No Yes Fiber Optic 52 No No No No No No Yes Yes Month-to-Month Yes Credit Card 70.7 70.7 0 0 38.81 109.51 Joined 5032-USPKF Female 57 No 0 Indio 92203 33.752938 -116.230055 0 38 None Yes 25.11 Yes Yes DSL 13 Yes Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 84.1 3187.65 0 0 954.18 4141.83 Stayed 5035-BVCXS Male 20 No 0 Loyalton 96118 39.637471 -120.226338 0 11 None Yes 13.55 No Yes Fiber Optic 27 No Yes No No No No No Yes Month-to-Month Yes Credit Card 75.9 866.4 0 0 149.05 1015.45 Stayed 5035-PGZXH Female 49 No 0 Chico 95926 39.745712 -121.84333 0 56 None Yes 32.43 Yes Yes Fiber Optic 2 No Yes Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 106.8 5914.4 0 30 1816.08 7760.48 Stayed 5038-ETMLM Female 35 Yes 0 Sacramento 95823 38.475465 -121.443625 10 72 Offer A Yes 29 Yes Yes Fiber Optic 22 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 113.65 8182.75 0 0 2088 10270.75 Stayed 5039-LZRQT Female 52 No 0 Mountain Center 92561 33.638645 -116.55783 0 13 None Yes 26.57 No No One Year No Mailed Check 20.2 273.25 0 0 345.41 618.66 Stayed 5043-TRZWM Female 32 No 0 Los Angeles 90022 34.02381 -118.156582 0 1 None Yes 7.11 No Yes Fiber Optic 26 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 75.55 75.55 0 0 7.11 82.66 Joined 5044-LRQAQ Female 19 Yes 0 Ladera Ranch 92694 33.569186 -117.640055 8 7 None Yes 41.22 No Yes Fiber Optic 73 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.2 477.55 0 0 288.54 766.09 Stayed 5044-XDPYX Female 59 Yes 0 Chico 95973 39.903272 -121.843567 7 51 None Yes 20.47 Yes No Two Year No Mailed Check 25.5 1281.25 0 0 1043.97 2325.22 Stayed 5046-NUHWD Female 69 Yes 0 Hacienda Heights 91745 33.998471 -117.973758 5 29 None No Yes Cable 23 Yes No Yes No No Yes No Yes One Year Yes Bank Withdrawal 45 1228.65 0 0 0 1228.65 Stayed 5047-LHVLY Male 68 No 0 San Diego 92121 32.898613 -117.202937 0 1 Offer E Yes 39.78 No Yes Cable 12 No No Yes No No No No Yes Month-to-Month Yes Mailed Check -9 50.15 0 0 39.78 89.93 Churned Competitor Competitor made better offer 5049-GLYVG Male 56 No 0 Badger 93603 36.64545 -118.924982 0 1 Offer E Yes 47.26 No No Month-to-Month No Credit Card 20.6 20.6 0 0 47.26 67.86 Churned Price Long distance charges 5049-MUBWG Male 24 No 0 Carmel By The Sea 93921 36.554618 -121.922239 0 26 None Yes 49.61 No Yes DSL 76 Yes No No Yes Yes Yes Yes Yes One Year No Bank Withdrawal 75 1908.35 0 0 1289.86 3198.21 Stayed 5052-PNLOS Male 50 No 0 Echo Lake 95721 38.851842 -120.076204 0 3 Offer E Yes 13.83 Yes Yes Fiber Optic 14 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.35 323.25 0 0 41.49 364.74 Churned Dissatisfaction Poor expertise of online support 5054-IEXZT Male 41 No 0 San Diego 92117 32.825086 -117.199424 0 1 None Yes 32.82 No Yes Fiber Optic 21 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 75.35 75.35 0 10 32.82 118.17 Churned Competitor Competitor made better offer 5055-BRMNE Female 35 Yes 2 Friant 93626 37.027663 -119.69056 3 67 Offer A Yes 40.35 Yes Yes Fiber Optic 16 Yes No No Yes Yes Yes Yes Yes Two Year No Credit Card 106.7 7009.5 0 0 2703.45 9712.95 Stayed 5055-MGMGF Female 35 Yes 0 Half Moon Bay 94019 37.45567 -122.407992 3 65 Offer B Yes 40.71 Yes Yes Fiber Optic 23 Yes No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 105.05 6914.95 0 60 2646.15 9621.1 Stayed 5056-FIMPT Female 47 No 2 Sacramento 95824 38.517295 -121.439819 0 43 None Yes 10.19 No Yes Fiber Optic 10 Yes Yes No Yes Yes Yes Yes No One Year Yes Credit Card 106 4532.3 0 130 438.17 5100.47 Stayed 5057-LCOUI Female 35 No 0 Nipomo 93444 35.050345 -120.489599 0 39 Offer C No Yes DSL 4 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.75 2011.4 0 0 0 2011.4 Churned Attitude Attitude of support person 5057-RKGLH Female 22 Yes 1 Daggett 92327 34.875144 -116.821698 9 9 None Yes 30.83 No No Two Year No Credit Card 20.35 191.1 0 0 277.47 468.57 Stayed 5060-TQUQN Male 19 Yes 1 Rancho Cucamonga 91701 34.132275 -117.611478 1 30 None Yes 10.24 Yes Yes Fiber Optic 48 No Yes No Yes No No Yes Yes Month-to-Month Yes Bank Withdrawal 83.55 2570.2 0 0 307.2 2877.4 Stayed 5061-PBXFW Female 49 Yes 1 San Jose 95129 37.305622 -122.000887 3 32 None Yes 46.66 No Yes DSL 17 Yes Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 61.4 1864.65 0 0 1493.12 3357.77 Stayed 5062-CJJKH Male 63 Yes 3 Burbank 91505 34.174215 -118.345928 1 25 None Yes 36.17 No Yes DSL 53 No Yes Yes No No No No Yes One Year No Credit Card 53.65 1355.45 0 0 904.25 2259.7 Stayed 5063-IUOKK Male 56 No 0 Santa Barbara 93111 34.460197 -119.802602 0 13 Offer D Yes 10.11 No No Two Year No Credit Card 19.75 265.75 0 0 131.43 397.18 Stayed 5066-GFJMM Female 55 Yes 0 Eureka 95501 40.796621 -124.15428 4 3 Offer E Yes 41.36 No No Month-to-Month Yes Credit Card 19.9 45.75 0 0 124.08 169.83 Joined 5067-DGXLL Male 35 No 0 Alleghany 95910 39.467828 -120.841386 0 2 None Yes 15.83 No No Month-to-Month No Credit Card 20.25 36.8 0 0 31.66 68.46 Joined 5067-WJEUN Male 42 Yes 2 Bakersfield 93308 35.559617 -118.925185 1 67 Offer A Yes 10.9 No Yes Cable 26 Yes Yes No No No No No No Two Year Yes Bank Withdrawal 54.2 3838.2 0 10 730.3 4578.5 Stayed 5067-XJQFU Male 77 Yes 0 Los Angeles 90067 34.057496 -118.413959 3 66 None Yes 21.79 Yes Yes Fiber Optic 9 No Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 108.45 7076.35 0 0 1438.14 8514.49 Stayed 5071-FBJFS Female 61 Yes 1 Redding 96001 40.587919 -122.464732 8 4 None Yes 44.64 No Yes Cable 21 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 50.3 217.1 0 0 178.56 395.66 Stayed 5073-RZGBK Female 50 Yes 3 West Sacramento 95691 38.627951 -121.593287 6 50 Offer B Yes 49.18 Yes Yes DSL 76 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 80.05 4042.2 0 0 2459 6501.2 Stayed 5073-WXOYN Female 58 No 0 Belmont 94002 37.509366 -122.306132 0 60 Offer B No Yes Cable 5 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.8 3027.4 0 0 0 3027.4 Churned Competitor Competitor offered more data 5074-FBGHB Male 47 No 0 Freedom 95019 36.936228 -121.785559 0 64 None Yes 25.95 Yes Yes Fiber Optic 23 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 104.65 6889.8 0 0 1660.8 8550.6 Stayed 5075-JSDKI Female 64 No 0 Woodbridge 95258 38.169605 -121.310964 0 59 Offer B Yes 41.23 Yes No Two Year No Bank Withdrawal 24.45 1493.1 0 0 2432.57 3925.67 Stayed 5076-YVXCM Male 55 No 0 Tupman 93276 35.316263 -119.402559 0 51 Offer B Yes 45.92 Yes Yes Fiber Optic 12 No No No No No Yes Yes No Month-to-Month No Bank Withdrawal 83.4 4149.45 29.76 30 2341.92 6491.61 Stayed 5077-DXTCG Female 37 No 0 Challenge 95925 39.461768 -121.195825 0 1 None Yes 26.41 No Yes Cable 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.3 45.3 0 0 26.41 71.71 Churned Competitor Competitor had better devices 5081-NWSUP Female 54 No 0 San Jose 95122 37.32886 -121.834567 0 10 Offer D Yes 37.45 No Yes DSL 5 No Yes No Yes No Yes Yes Yes One Year No Credit Card 64.9 685.55 0 0 374.5 1060.05 Stayed 5084-OOVCJ Female 25 Yes 3 Canyon Dam 95923 40.171312 -121.120605 1 17 None Yes 20.23 No Yes DSL 69 Yes No No Yes No No No Yes Month-to-Month Yes Credit Card 55.35 920.5 0 0 343.91 1264.41 Stayed 5087-SUURX Female 46 Yes 0 Yorba Linda 92887 33.884073 -117.732197 1 18 None No Yes Cable 30 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 39.05 669.85 0 0 0 669.85 Churned Dissatisfaction Lack of self-service on Website 5088-QZLRL Male 50 No 0 Corona 92881 33.833686 -117.513063 0 1 Offer E Yes 1.47 No No Month-to-Month No Bank Withdrawal 20.65 20.65 0 0 1.47 22.12 Joined 5089-IFSDP Female 39 Yes 0 Huntington Beach 92647 33.723579 -118.005441 1 58 Offer B Yes 27.99 Yes Yes Fiber Optic 24 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.45 6144.55 0 0 1623.42 7767.97 Churned Dissatisfaction Product dissatisfaction 5090-EMGTC Female 32 Yes 0 Beverly Hills 90210 34.099891 -118.414338 10 59 Offer B Yes 45.75 No Yes Fiber Optic 11 No Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 100.05 6034.85 0 0 2699.25 8734.1 Stayed 5091-HFAZW Female 36 No 0 Santa Fe Springs 90670 33.933565 -118.062611 0 2 None Yes 46.78 No Yes Fiber Optic 12 Yes Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 91.15 168.5 0 10 93.56 272.06 Joined 5092-STPKP Female 45 No 0 Platina 96076 40.367964 -122.937379 0 24 None Yes 30.18 No Yes DSL 4 Yes No No Yes No No No Yes Month-to-Month No Credit Card 56.35 1381.2 0 0 724.32 2105.52 Stayed 5093-FEGLU Female 21 Yes 0 San Francisco 94105 37.789168 -122.395009 1 47 Offer B Yes 45.9 No No Two Year No Bank Withdrawal 19.65 921.55 0 0 2157.3 3078.85 Stayed 5095-AESKG Female 33 Yes 0 Sausalito 94965 37.848641 -122.515692 1 3 None Yes 31.61 Yes Yes Fiber Optic 20 No Yes No No No Yes Yes No Month-to-Month Yes Credit Card 91.5 242.95 0 10 94.83 347.78 Churned Competitor Competitor offered higher download speeds 5095-ETBRJ Female 28 Yes 0 Lakeport 95453 39.080469 -122.955176 5 55 None Yes 2.36 No Yes DSL 69 Yes Yes No Yes No No No Yes Two Year No Credit Card 56.8 3112.05 0 0 129.8 3241.85 Stayed 5099-BAILX Male 77 Yes 0 Santa Barbara 93101 34.419203 -119.710008 1 43 Offer B Yes 14.52 Yes Yes Fiber Optic 5 No Yes Yes Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 110.75 4687.9 0 0 624.36 5312.26 Churned Competitor Competitor made better offer 5103-MHMHY Female 49 No 1 Los Osos 93402 35.279984 -120.824288 0 1 Offer E Yes 46.17 No Yes Cable 19 No No No No No No No Yes Month-to-Month No Mailed Check 45.95 45.95 0 0 46.17 92.12 Churned Competitor Competitor had better devices 5108-ADXWO Male 30 No 0 San Francisco 94130 37.820894 -122.369725 0 11 None Yes 38.88 No Yes Fiber Optic 30 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.5 791.75 0 0 427.68 1219.43 Churned Competitor Competitor made better offer 5110-CHOPY Female 61 No 0 Carlsbad 92009 33.098018 -117.258203 0 60 None No Yes Cable 4 Yes No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 53.6 3237.05 0 0 0 3237.05 Stayed 5115-GZDEL Male 20 No 3 Chula Vista 91911 32.607964 -117.059459 0 72 None No Yes Cable 71 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 67.2 4671.7 0 0 0 4671.7 Stayed 5115-SQAAU Female 55 Yes 1 Long Beach 90813 33.781086 -118.199049 5 69 None Yes 20.98 Yes No Two Year Yes Bank Withdrawal 25.6 1673.4 28.09 0 1447.62 3092.93 Stayed 5117-IFGPS Male 73 Yes 0 Tahoe City 96145 39.178337 -120.162806 7 29 Offer C Yes 36.75 Yes Yes Fiber Optic 12 No No No No No Yes Yes Yes Two Year Yes Bank Withdrawal 84.3 2357.75 0 0 1065.75 3423.5 Stayed 5117-ZSMHQ Female 22 Yes 1 Pioneer 95666 38.546999 -120.271114 9 71 Offer A Yes 37.57 Yes Yes DSL 85 Yes Yes Yes Yes Yes Yes Yes No Two Year No Bank Withdrawal 89.9 6342.7 0 150 2667.47 9160.17 Stayed 5118-MUEYH Female 22 Yes 0 Grand Terrace 92313 34.029175 -117.307211 4 48 Offer B Yes 39.25 Yes Yes Fiber Optic 51 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 105.1 5083.55 0 0 1884 6967.55 Stayed 5119-KEPFY Male 50 Yes 0 San Jose 95131 37.387027 -121.897775 3 36 None Yes 5.99 Yes Yes Fiber Optic 6 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95 3440.25 0 0 215.64 3655.89 Stayed 5119-NZPTV Male 70 Yes 0 Sacramento 95823 38.475465 -121.443625 9 2 Offer E Yes 34.99 No Yes Fiber Optic 24 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.1 141.65 0 0 69.98 211.63 Joined 5120-ZBLAI Female 40 Yes 0 King City 93930 36.220761 -120.980777 5 50 Offer B Yes 9.47 Yes Yes DSL 28 No No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 75.7 3876.2 0 0 473.5 4349.7 Stayed 5122-CYFXA Female 53 No 0 Beverly Hills 90212 34.062095 -118.401508 0 3 Offer E Yes 38.99 No Yes DSL 20 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 75.3 244.1 0 0 116.97 361.07 Joined 5124-EOGYE Male 59 No 0 Crestline 92325 34.248061 -117.29028 0 31 None Yes 34.57 No No Two Year No Credit Card 20.45 638.55 0 0 1071.67 1710.22 Stayed 5125-CNDSP Male 48 No 0 Big Creek 93605 37.17277 -119.2997 0 63 Offer B No Yes DSL 28 Yes Yes No Yes No No No Yes One Year Yes Bank Withdrawal 40.6 2588.95 0 0 0 2588.95 Stayed 5126-RCXYW Male 41 Yes 1 Alhambra 91803 34.074736 -118.145959 0 54 Offer B No Yes DSL 19 No No Yes Yes No Yes Yes No Two Year No Credit Card 46 2424.05 0 90 0 2514.05 Stayed 5127-BZENZ Female 62 Yes 0 Mcarthur 96056 41.10831 -121.360362 1 56 Offer B Yes 39.72 Yes Yes DSL 11 Yes No No No Yes No No Yes One Year No Bank Withdrawal 65.2 3512.15 0 0 2224.32 5736.47 Stayed 5129-HHMZC Female 64 Yes 0 Van Nuys 91401 34.178483 -118.431791 6 43 None Yes 21.08 Yes Yes Cable 14 Yes Yes No Yes Yes Yes Yes Yes Two Year No Credit Card 86.45 3574.5 0 0 906.44 4480.94 Stayed 5129-JLPIS Male 27 No 0 Los Angeles 90016 34.028331 -118.354338 0 25 None Yes 10.4 No Yes Fiber Optic 48 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.5 2686.05 0 0 260 2946.05 Stayed 5130-IEKQT Male 73 No 0 San Francisco 94109 37.794487 -122.42227 0 25 Offer C Yes 46.34 Yes Yes Fiber Optic 22 No Yes Yes No Yes Yes No Yes Month-to-Month No Credit Card 105.95 2655.25 0 0 1158.5 3813.75 Churned Price Price too high 5130-YPIRV Female 22 Yes 0 San Diego 92119 32.802959 -117.027095 1 62 Offer B Yes 6.41 No Yes Cable 59 Yes Yes Yes No Yes No No Yes Two Year Yes Credit Card 72 4284.2 0 0 397.42 4681.62 Stayed 5131-PONJI Male 62 Yes 3 Upper Lake 95485 39.220368 -122.907693 10 49 Offer B Yes 11.74 No Yes Fiber Optic 20 No Yes Yes No Yes No No Yes Month-to-Month Yes Credit Card 90.4 4494.65 0 0 575.26 5069.91 Stayed 5133-POWUA Male 34 No 0 Somerset 95684 38.606703 -120.586659 0 1 None Yes 13.62 No Yes Cable 21 No No No No No No No Yes Month-to-Month Yes Credit Card 45.8 45.8 0 0 13.62 59.42 Joined 5133-VRSAB Male 47 No 0 Olema 94950 38.052209 -122.775567 0 8 Offer E No Yes Cable 8 Yes No No No No No No No Month-to-Month No Credit Card 29.35 216.45 0 10 0 226.45 Stayed 5134-IKDAY Female 34 Yes 0 Twain 95984 40.022184 -121.062384 1 1 None Yes 11.08 No Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.8 69.8 0 0 11.08 80.88 Churned Dissatisfaction Service dissatisfaction 5135-GRQJV Male 75 Yes 0 Cantua Creek 93608 36.488056 -120.407691 4 72 Offer A Yes 5.6 Yes Yes Fiber Optic 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Mailed Check 114.5 8331.95 0 0 403.2 8735.15 Stayed 5135-RDDQL Female 37 Yes 1 Corning 96021 39.913777 -122.289984 6 63 Offer B Yes 25.32 No Yes DSL 11 Yes No No No No No No Yes Two Year Yes Bank Withdrawal 50.65 3221.25 37.04 0 1595.16 4779.37 Stayed 5136-GFPMB Male 44 No 0 Spring Valley 91978 32.730264 -116.950963 0 54 Offer B Yes 35.32 Yes Yes Fiber Optic 15 No No Yes No No Yes Yes Yes Month-to-Month No Credit Card 89.4 4869.5 0 0 1907.28 6776.78 Stayed 5136-KCKGI Female 22 Yes 0 Templeton 93465 35.536115 -120.739231 1 33 Offer C Yes 41.61 Yes Yes Fiber Optic 73 Yes No Yes No Yes Yes Yes Yes One Year Yes Mailed Check 103.7 3467 0 0 1373.13 4840.13 Churned Competitor Competitor had better devices 5136-RGMZO Male 39 No 0 Gardena 90247 33.890853 -118.297967 0 31 None Yes 6.4 Yes Yes Cable 24 No Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 71.05 2168.15 0 0 198.4 2366.55 Stayed 5138-WVKYJ Male 51 No 0 San Diego 92129 32.961064 -117.134917 0 10 Offer D Yes 27.57 Yes Yes Fiber Optic 13 Yes No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 98.55 1008.55 0 0 275.7 1284.25 Churned Competitor Competitor made better offer 5140-FOMCQ Female 52 Yes 0 Oakland 94602 37.803883 -122.208417 7 59 Offer B Yes 40.47 Yes Yes Fiber Optic 4 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 109.15 6557.75 0 0 2387.73 8945.48 Stayed 5141-ZUVBH Female 46 No 1 Boron 93516 34.95703 -117.73045 0 9 None Yes 42.1 No Yes Fiber Optic 16 Yes No Yes Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 93 870.25 0 0 378.9 1249.15 Stayed 5143-EGQFK Female 76 No 0 San Diego 92126 32.886925 -117.152162 0 10 None No Yes Cable 20 No No No Yes No No No No Month-to-Month Yes Bank Withdrawal 29.65 291.4 0 110 0 401.4 Churned Other Don't know 5143-WMWOG Male 62 No 0 Stratford 93266 36.175255 -119.813805 0 1 None Yes 17.61 No No Month-to-Month No Bank Withdrawal 19.95 19.95 0 0 17.61 37.56 Churned Attitude Attitude of support person 5144-PQCDZ Male 55 No 0 Fairfield 94533 38.287136 -122.02711 0 4 None Yes 34.86 No No Month-to-Month Yes Credit Card 19.95 59.25 0 0 139.44 198.69 Stayed 5144-TVGLP Male 68 No 0 Los Angeles 90002 33.949255 -118.246978 0 38 None Yes 46.96 Yes Yes Fiber Optic 13 No No No No Yes Yes No Yes Two Year No Bank Withdrawal 94.75 3653 45.82 0 1784.48 5391.66 Stayed 5146-CBVOE Female 44 No 0 San Francisco 94134 37.721052 -122.413573 0 16 None Yes 38.02 No Yes Fiber Optic 25 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 75.1 1212.85 0 0 608.32 1821.17 Stayed 5146-YYFRZ Male 32 No 0 Hacienda Heights 91745 33.998471 -117.973758 0 67 Offer A Yes 15.32 No No Two Year No Bank Withdrawal 19.95 1311.75 0 0 1026.44 2338.19 Stayed 5148-HKFIR Female 49 No 0 Piru 93040 34.432843 -118.730106 0 20 None Yes 15.87 No No Two Year No Credit Card 19.7 406.95 0 0 317.4 724.35 Stayed 5148-ORICT Female 23 Yes 0 Olivehurst 95961 39.082568 -121.55325 2 64 None Yes 18.03 No Yes Cable 42 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Mailed Check 74.35 4759.55 0 0 1153.92 5913.47 Stayed 5149-CUZUJ Male 35 Yes 0 Helendale 92342 34.757783 -117.33997 1 28 None Yes 27.34 No Yes Fiber Optic 16 No Yes Yes Yes Yes No No Yes One Year No Bank Withdrawal 92.9 2768.35 0 0 765.52 3533.87 Stayed 5149-QYTTU Female 35 Yes 1 Long Beach 90814 33.771612 -118.143866 3 71 Offer A Yes 34.53 Yes Yes Fiber Optic 19 Yes Yes Yes Yes No No No No One Year Yes Credit Card 95.15 6770.85 0 0 2451.63 9222.48 Stayed 5149-TGWDZ Female 48 No 0 San Francisco 94118 37.781304 -122.461522 0 21 None Yes 36.31 No Yes Fiber Optic 27 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 104.55 2239.4 0 0 762.51 3001.91 Stayed 5150-ITWWB Male 65 No 0 Hamilton City 95951 39.732767 -122.042298 0 3 Offer E Yes 37.78 Yes Yes Fiber Optic 28 No No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 94.85 335.75 0 0 113.34 449.09 Joined 5150-LJNSR Male 27 Yes 3 Tustin 92782 33.738543 -117.785046 3 31 Offer C Yes 36.49 Yes Yes Fiber Optic 59 Yes No Yes No Yes No No Yes One Year No Bank Withdrawal 98.05 3082.1 0 0 1131.19 4213.29 Stayed 5151-HQRDG Male 57 Yes 0 Placerville 95667 38.733714 -120.795213 6 37 None Yes 27.41 Yes Yes DSL 10 Yes No No No No No No Yes Month-to-Month Yes Mailed Check 55.05 2030.75 0 0 1014.17 3044.92 Stayed 5153-LXKDT Male 51 Yes 3 Danville 94506 37.791481 -121.903253 1 68 None Yes 18.47 Yes Yes Fiber Optic 75 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.2 7467.5 0 0 1255.96 8723.46 Stayed 5153-RTHKF Female 26 No 0 Palm Springs 92264 33.745746 -116.514215 0 34 None Yes 23.54 Yes Yes Fiber Optic 76 No No No No Yes No No No Month-to-Month No Bank Withdrawal 85.35 2896.6 0 0 800.36 3696.96 Stayed 5154-VEKBL Female 30 No 0 Bodfish 93205 35.523991 -118.400432 0 9 Offer E No Yes Cable 48 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month No Mailed Check 58.5 539.85 0 0 0 539.85 Churned Competitor Competitor offered higher download speeds 5155-AZQPB Female 33 Yes 1 San Diego 92114 32.707892 -117.05512 6 28 Offer C Yes 41.41 Yes Yes DSL 30 No No No No No No No Yes Month-to-Month No Credit Card 49.9 1410.25 0 0 1159.48 2569.73 Stayed 5156-UMKOW Female 44 No 3 San Simeon 93452 35.746484 -121.223355 0 3 None No Yes DSL 53 No Yes No No No No No Yes Month-to-Month No Mailed Check 29.65 90.05 0 0 0 90.05 Joined 5158-RIVOP Female 32 Yes 1 Fields Landing 95537 40.726949 -124.217378 3 11 Offer D Yes 2.52 No No Two Year No Credit Card 20.9 202.3 0 0 27.72 230.02 Stayed 5159-YFPKQ Female 37 No 0 Moreno Valley 92551 33.88274 -117.224878 0 2 Offer E Yes 24.31 No Yes Fiber Optic 16 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 75.8 160.75 0 0 48.62 209.37 Churned Competitor Competitor had better devices 5160-UXJED Male 27 No 0 San Diego 92101 32.72523 -117.171346 0 17 None Yes 13.02 No Yes Cable 73 No No No No No No No Yes One Year No Credit Card 44.6 681.4 0 0 221.34 902.74 Stayed 5161-UBZXI Male 38 Yes 2 Alamo 94507 37.855717 -121.994813 1 69 None Yes 42.9 No Yes Fiber Optic 24 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 106.35 7261.75 0 0 2960.1 10221.85 Stayed 5161-XEUVX Male 23 Yes 0 Lynwood 90262 33.923573 -118.200669 8 37 Offer C Yes 13.13 Yes Yes Fiber Optic 58 No No Yes Yes Yes No No Yes Two Year No Credit Card 94.3 3460.95 0 0 485.81 3946.76 Stayed 5167-GBFRE Male 73 No 0 Oakland 94602 37.803883 -122.208417 0 4 Offer E No Yes DSL 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 25.2 102.5 0 0 0 102.5 Churned Dissatisfaction Poor expertise of online support 5167-ZFFMM Male 64 No 0 San Diego 92122 32.85723 -117.209774 0 1 Offer E Yes 8.56 Yes Yes Fiber Optic 24 No Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 90.85 90.85 0 0 8.56 99.41 Churned Competitor Competitor made better offer 5168-MQQCA Female 50 Yes 0 Yucaipa 92399 34.04597 -117.011825 2 72 Offer A Yes 38.44 Yes Yes Fiber Optic 16 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 108.5 8003.8 0 0 2767.68 10771.48 Stayed 5168-MSWXT Male 26 Yes 3 Essex 92332 34.9436 -115.287901 4 8 None Yes 22.14 No Yes Fiber Optic 82 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.75 759.55 0 0 177.12 936.67 Stayed 5170-PTRKA Female 19 Yes 0 Atherton 94027 37.454924 -122.203168 1 49 None No Yes Cable 82 Yes No No Yes No No No Yes One Year Yes Credit Card 35.8 1782 0 0 0 1782 Stayed 5171-EPLKN Male 27 No 0 Rancho Cucamonga 91739 34.133809 -117.523724 0 27 None Yes 47.65 No No Two Year No Credit Card 19.85 470 0 0 1286.55 1756.55 Stayed 5172-MIGPM Male 22 No 0 Orange 92865 33.828779 -117.848299 0 4 None Yes 13.31 Yes Yes Cable 59 No No No Yes No Yes Yes Yes Month-to-Month No Credit Card 65.55 237.2 0 0 53.24 290.44 Stayed 5172-RKOCB Male 28 Yes 0 Piercy 95587 39.955587 -123.681175 0 72 None Yes 21.26 Yes Yes Fiber Optic 53 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 108.95 7875 0 0 1530.72 9405.72 Stayed 5173-WXOQV Male 38 Yes 0 Dos Palos 93620 37.045728 -120.630682 2 2 Offer E Yes 4.41 No Yes DSL 26 No Yes No Yes No Yes Yes No Month-to-Month Yes Credit Card 64.2 143.65 0 30 8.82 182.47 Joined 5173-ZXXXL Male 47 No 0 Orange 92869 33.792791 -117.789749 0 2 None Yes 31.45 No No One Year No Credit Card 19.95 47.7 0 0 62.9 110.6 Joined 5174-ITUMV Male 37 Yes 2 San Jacinto 92583 33.796568 -116.924723 0 67 Offer A Yes 38.98 Yes Yes Fiber Optic 16 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.4 6989.45 0 0 2611.66 9601.11 Stayed 5174-RNGBH Female 27 No 0 Live Oak 95953 39.258746 -121.77697 0 9 None Yes 24.81 No Yes Cable 69 No Yes No Yes Yes No No No Month-to-Month No Mailed Check 66.25 620.55 0 10 223.29 853.84 Churned Dissatisfaction Network reliability 5175-AOBHI Female 48 No 0 Hamilton City 95951 39.732767 -122.042298 0 4 None Yes 15.07 No Yes Cable 16 No No No No No No No Yes Month-to-Month Yes Mailed Check 46 193.6 0 0 60.28 253.88 Churned Dissatisfaction Lack of self-service on Website 5175-WLYXL Male 56 No 0 Fallbrook 92028 33.362575 -117.299644 0 22 Offer D Yes 30.35 Yes Yes Fiber Optic 10 No Yes No No No No No No Month-to-Month Yes Credit Card 78.85 1600.25 0 50 667.7 2317.95 Stayed 5176-LDKUH Female 64 No 0 San Francisco 94114 37.758085 -122.434801 0 48 None Yes 41.26 No Yes Fiber Optic 23 No Yes No No No No No Yes One Year No Bank Withdrawal 75.15 3772.65 0 0 1980.48 5753.13 Stayed 5176-LMJXE Female 34 No 0 San Diego 92114 32.707892 -117.05512 0 47 None Yes 44.69 No No Two Year Yes Credit Card 20.55 945.7 0 0 2100.43 3046.13 Stayed 5176-OLSKT Female 49 Yes 0 Sloughhouse 95683 38.470423 -121.114897 5 66 Offer A Yes 44.4 Yes Yes DSL 11 Yes Yes Yes No No No No No Two Year No Bank Withdrawal 66.9 4370.25 0 70 2930.4 7370.65 Stayed 5177-RVZNU Female 28 No 3 Redding 96002 40.527834 -122.318749 0 37 None Yes 10.23 No No One Year No Bank Withdrawal 20.3 755.4 0 0 378.51 1133.91 Stayed 5178-LMXOP Male 71 Yes 0 Gardena 90248 33.876482 -118.284077 1 1 None Yes 4.89 Yes Yes Fiber Optic 11 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 95.1 95.1 0 0 4.89 99.99 Churned Price Price too high 5180-UCIIQ Male 80 Yes 2 Lucerne 95458 39.141934 -122.770679 5 22 None No Yes Cable 18 Yes No No No No Yes No Yes Month-to-Month No Mailed Check 40.05 880.2 0 0 0 880.2 Churned Other Moved 5181-OABFK Female 59 Yes 3 Rescue 95672 38.724322 -120.991237 7 56 None Yes 18.99 No Yes Cable 53 Yes Yes Yes No No No No Yes Two Year Yes Credit Card 61.3 3346.8 0 0 1063.44 4410.24 Stayed 5183-KLYEM Female 30 No 0 El Cerrito 94530 37.924838 -122.289145 0 72 Offer A Yes 35.24 Yes Yes Fiber Optic 42 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 112.75 8192.6 0 0 2537.28 10729.88 Stayed 5183-SNMJQ Male 32 No 0 Frazier Park 93225 34.827662 -118.999073 0 10 Offer D Yes 45.69 No Yes Fiber Optic 11 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 95.1 865.1 43.25 0 456.9 1278.75 Stayed 5186-EJEGL Male 24 No 0 Escondido 92026 33.21846 -117.116916 0 9 None Yes 34.43 No Yes DSL 51 Yes No Yes Yes Yes No Yes Yes Month-to-Month Yes Credit Card 69.5 653.25 0 0 309.87 963.12 Stayed 5186-PEIZU Female 31 No 0 San Francisco 94124 37.731505 -122.384532 0 35 None Yes 37.81 No No Month-to-Month No Bank Withdrawal 19.25 617.65 0 0 1323.35 1941 Stayed 5186-SAMNZ Male 75 No 0 Marina 93933 36.689582 -121.758398 0 1 None Yes 41.2 No Yes Fiber Optic 15 No No No No No No No No Month-to-Month Yes Bank Withdrawal 69.5 69.5 0 80 41.2 190.7 Churned Price Price too high 5188-HGMLP Male 73 Yes 0 Middletown 95461 38.787446 -122.58675 10 54 None Yes 35.16 Yes Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month No Bank Withdrawal 74 3919.15 0 0 1898.64 5817.79 Stayed 5192-EBGOV Female 68 No 0 Brea 92823 33.924143 -117.79387 0 1 None Yes 45.81 Yes Yes Fiber Optic 21 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.7 85.7 0 0 45.81 131.51 Churned Competitor Competitor had better devices 5193-QLVZB Male 52 No 0 Bieber 96009 41.083464 -121.107929 0 63 Offer B Yes 48.75 Yes Yes Fiber Optic 21 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.75 6536.5 0 0 3071.25 9607.75 Stayed 5195-KPUNQ Female 72 No 0 Lakehead 96051 40.883853 -122.418258 0 53 Offer B Yes 34.58 No Yes Fiber Optic 28 Yes Yes No Yes No Yes Yes Yes One Year Yes Credit Card 96.75 5206.55 0 0 1832.74 7039.29 Stayed 5196-SGOAK Female 39 No 0 Caliente 93518 35.358953 -118.527064 0 1 Offer E Yes 9.05 No Yes Fiber Optic 21 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.7 75.7 0 0 9.05 84.75 Churned Attitude Attitude of support person 5196-WPYOW Male 43 Yes 2 Paso Robles 93446 35.634222 -120.728341 1 67 None Yes 6.53 No Yes Cable 19 Yes Yes No Yes No No No Yes One Year No Credit Card 60.05 3994.05 0 0 437.51 4431.56 Stayed 5197-LQXXH Female 56 Yes 0 Taylorsville 95983 40.053684 -120.743116 9 71 None Yes 13.41 Yes Yes DSL 18 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 83.3 5894.5 37.44 0 952.11 6809.17 Stayed 5197-PYEPU Female 21 Yes 3 Edwards 93523 34.966777 -117.961179 5 42 Offer B Yes 6.37 Yes Yes Fiber Optic 69 Yes Yes No No Yes No No No One Year Yes Credit Card 94.45 3923.8 0 140 267.54 4331.34 Stayed 5197-YPYBZ Female 39 Yes 2 Laguna Niguel 92677 33.529047 -117.701175 4 12 None Yes 39.59 Yes No Two Year No Credit Card 25.25 274.7 0 0 475.08 749.78 Stayed 5198-EFNBM Male 66 Yes 0 Kingsburg 93631 36.478239 -119.52137 10 57 None Yes 46.62 No Yes Fiber Optic 4 No Yes Yes No Yes No No Yes One Year Yes Bank Withdrawal 90.65 5199.8 0 0 2657.34 7857.14 Stayed 5198-HQAEN Male 50 Yes 3 Fremont 94538 37.505768 -121.962472 5 35 Offer C Yes 1.53 No Yes Fiber Optic 57 No Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 89.7 3165.6 0 0 53.55 3219.15 Stayed 5199-FPUSP Male 64 No 2 Esparto 95627 38.834469 -122.127193 0 33 None No Yes Cable 12 Yes No No Yes No No No Yes One Year No Credit Card 34.05 1113.95 0 0 0 1113.95 Stayed 5201-CBWYG Male 60 Yes 1 Salton City 92275 33.28156 -115.955541 1 62 None Yes 16.48 Yes No One Year No Bank Withdrawal 24.8 1476.25 0 0 1021.76 2498.01 Stayed 5201-FRKKS Male 53 No 0 Winnetka 91306 34.209532 -118.577563 0 25 Offer C Yes 17.3 No Yes Fiber Optic 26 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 74.3 1952.25 40.54 0 432.5 2344.21 Stayed 5201-USSQZ Female 56 Yes 0 Monte Rio 95462 38.471049 -123.015549 1 26 None Yes 42.26 No Yes Fiber Optic 2 No No No Yes No Yes Yes Yes Month-to-Month No Credit Card 85.9 2196.45 0 0 1098.76 3295.21 Stayed 5202-IVJNU Female 56 No 2 Crockett 94525 38.049292 -122.228415 0 39 None No Yes DSL 24 No No Yes No No No No No Month-to-Month No Credit Card 30.1 1131.3 0 150 0 1281.3 Churned Dissatisfaction Network reliability 5203-XEHAX Female 55 No 0 Macdoel 96058 41.769709 -121.92063 0 34 None Yes 45.56 No Yes DSL 7 Yes Yes No No No Yes Yes Yes One Year No Bank Withdrawal 64.35 2053.05 46.39 0 1549.04 3555.7 Stayed 5204-HMGYF Female 32 Yes 2 La Crescenta 91214 34.239636 -118.245259 4 49 None Yes 33.07 No Yes DSL 23 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 87.2 4345 0 0 1620.43 5965.43 Stayed 5204-QZXPU Male 50 No 0 Glendale 91205 34.13658 -118.245839 0 19 None No Yes DSL 21 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 39.65 733.35 0 0 0 733.35 Churned Competitor Competitor had better devices 5206-HPJKM Male 64 No 0 Valencia 91354 34.457005 -118.573726 0 17 None Yes 33.68 No Yes DSL 14 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 55.5 934.15 0 0 572.56 1506.71 Stayed 5206-XZZQI Male 56 No 0 Orange 92867 33.81859 -117.821288 0 53 Offer B Yes 49.21 No Yes Fiber Optic 29 No Yes No Yes No No No No Month-to-Month Yes Credit Card 80.6 4348.1 39.45 90 2608.13 7006.78 Stayed 5207-PLSTK Male 32 Yes 2 La Habra 90631 33.940619 -117.9513 10 1 None Yes 26.26 No Yes DSL 22 Yes No No No No No No Yes Month-to-Month Yes Credit Card 48.75 48.75 0 0 26.26 75.01 Joined 5208-FVQKB Male 41 Yes 0 Lakeshore 93634 37.290606 -119.216328 7 70 Offer A Yes 24.93 No Yes DSL 15 Yes Yes No Yes No Yes Yes Yes Two Year No Credit Card 67.95 4664.15 0 0 1745.1 6409.25 Stayed 5208-HFSBT Female 47 No 0 Challenge 95925 39.461768 -121.195825 0 2 Offer E Yes 42.55 No Yes DSL 30 No Yes No Yes No No No Yes Month-to-Month Yes Credit Card 55.05 102.75 0 0 85.1 187.85 Churned Competitor Competitor had better devices 5213-TWWJU Male 26 No 0 Richmond 94804 37.921034 -122.341798 0 28 None Yes 45.24 No Yes Fiber Optic 59 No No Yes Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 91 2626.15 0 0 1266.72 3892.87 Stayed 5214-CHIWJ Male 44 No 0 Fresno 93728 36.757345 -119.818274 0 27 None Yes 21.66 No No One Year No Credit Card 20.3 595.05 0 0 584.82 1179.87 Stayed 5214-NLTIT Male 22 Yes 1 Five Points 93624 36.397745 -120.119911 1 72 Offer A Yes 23.7 Yes Yes Fiber Optic 59 No No Yes No No Yes Yes No Two Year Yes Credit Card 90.8 6511.8 0 60 1706.4 8278.2 Stayed 5215-LNLDJ Female 20 Yes 2 San Juan Bautista 95045 36.810568 -121.503022 3 7 None No Yes DSL 76 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal -7 149.05 0 0 0 149.05 Stayed 5216-WASFJ Female 68 Yes 0 Challenge 95925 39.461768 -121.195825 4 31 Offer C Yes 5.3 Yes Yes Fiber Optic 3 No No No No No Yes Yes Yes Two Year Yes Bank Withdrawal 84.85 2633.4 0 0 164.3 2797.7 Stayed 5219-YIPTK Female 46 Yes 0 Trinidad 95570 41.162295 -124.027381 1 33 None Yes 11.32 Yes Yes Fiber Optic 12 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.4 3409.6 0 0 373.56 3783.16 Churned Dissatisfaction Service dissatisfaction 5220-AGAAX Male 60 Yes 1 Mendocino 95460 39.305545 -123.743697 8 68 Offer A Yes 2.71 Yes No Two Year Yes Bank Withdrawal 24 1664.3 0 0 184.28 1848.58 Stayed 5222-IMUKT Male 40 No 0 Hornitos 95325 37.479926 -120.230424 0 32 None Yes 47.3 No Yes Fiber Optic 24 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 91.05 2871.5 0 0 1513.6 4385.1 Stayed 5222-JCXZT Male 31 No 0 Sacramento 95864 38.585826 -121.376263 0 4 None Yes 20.16 No No Month-to-Month No Mailed Check 19 78.9 0 0 80.64 159.54 Stayed 5223-UZAVK Male 51 No 0 Thornton 95686 38.157794 -121.520223 0 64 Offer B Yes 9.95 No Yes Fiber Optic 2 Yes Yes No No Yes Yes Yes Yes One Year Yes Credit Card 100.3 6603.8 0 0 636.8 7240.6 Stayed 5226-NOZFC Male 48 No 0 Modesto 95358 37.612612 -121.108568 0 26 None Yes 40.35 No Yes Fiber Optic 13 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.75 2146.5 0 0 1049.1 3195.6 Stayed 5227-JSCFE Male 74 Yes 0 Scotts Valley 95066 37.070177 -122.010077 9 71 Offer A No Yes DSL 19 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 46.35 3353.4 18.64 0 0 3334.76 Stayed 5228-EXCET Male 40 No 0 San Diego 92126 32.886925 -117.152162 0 13 None Yes 12.54 No Yes Fiber Optic 20 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.85 1008.7 0 0 163.02 1171.72 Churned Competitor Competitor made better offer 5229-DTFYB Female 64 No 0 San Diego 92111 32.805518 -117.169052 0 41 None Yes 10.26 No Yes Fiber Optic 2 No Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 98.8 3959.15 27.09 0 420.66 4352.72 Stayed 5229-PRWKT Male 47 No 0 Lompoc 93437 34.757477 -120.550507 0 8 Offer E Yes 24.76 Yes Yes Fiber Optic 2 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 86.55 649.65 0 0 198.08 847.73 Churned Attitude Attitude of service provider 5231-FIQPA Female 53 No 0 Beverly Hills 90211 34.063947 -118.383001 0 41 None Yes 2.32 No No Two Year Yes Credit Card 19.85 810.45 0 0 95.12 905.57 Stayed 5232-NXPAY Female 33 No 0 Hilmar 95324 37.394536 -120.890747 0 47 Offer B Yes 3.47 No Yes DSL 12 No No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 74.45 3510.3 0 0 163.09 3673.39 Stayed 5233-AOZUF Female 62 Yes 0 Palm Springs 92262 33.839989 -116.659215 3 29 None Yes 5.39 Yes Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.95 2149.05 0 0 156.31 2305.36 Stayed 5233-GEEAX Male 65 No 0 Lewiston 96052 40.704293 -122.803899 0 8 Offer E No Yes DSL 4 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 29.4 221.9 0 0 0 221.9 Churned Competitor Competitor had better devices 5236-PERKL Female 38 No 0 Pearblossom 93553 34.445239 -117.894868 0 57 None Yes 48.86 Yes Yes Fiber Optic 6 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 112.95 6465 0 0 2785.02 9250.02 Churned Competitor Competitor offered higher download speeds 5236-XMZJY Female 27 No 0 Los Angeles 90031 34.085807 -118.206617 0 42 Offer B Yes 22.08 No Yes Cable 26 Yes Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 59.65 2536.55 0 0 927.36 3463.91 Stayed 5240-CAOYT Female 30 No 0 Oak View 93022 34.404544 -119.302118 0 57 None Yes 28.27 Yes Yes Fiber Optic 41 Yes Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 87.55 4884.85 1.83 0 1611.39 6494.41 Stayed 5240-IJOQT Male 69 No 0 Grass Valley 95949 39.099204 -121.137962 0 1 None Yes 11.34 Yes Yes Fiber Optic 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.7 74.7 0 0 11.34 86.04 Churned Competitor Competitor had better devices 5242-UOWHD Male 24 Yes 2 Anaheim 92802 33.807864 -117.923782 3 45 Offer B Yes 39.03 No No Two Year No Credit Card 20.35 929.2 0 0 1756.35 2685.55 Stayed 5243-SAOTC Male 36 No 0 Bonsall 92003 33.290907 -117.202895 0 54 Offer B Yes 7.64 Yes Yes Fiber Optic 3 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.85 4308.25 0 0 412.56 4720.81 Stayed 5244-IRFIH Male 72 Yes 0 San Diego 92129 32.961064 -117.134917 1 33 None Yes 27.78 Yes Yes Fiber Optic 8 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 94.5 3105.55 0 0 916.74 4022.29 Churned Dissatisfaction Poor expertise of online support 5245-VDBUR Female 58 Yes 0 Los Alamitos 90720 33.79499 -118.065591 4 52 None No Yes DSL 8 Yes No Yes No No No No Yes One Year No Credit Card 35.45 1958.95 0 0 0 1958.95 Stayed 5248-KWLAR Male 31 Yes 0 Niland 92257 33.345825 -115.596574 1 71 Offer A Yes 18.42 Yes Yes DSL 29 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 90.35 6325.25 0 0 1307.82 7633.07 Stayed 5248-RPYWW Female 78 Yes 1 Turlock 95382 37.529656 -120.854357 2 72 None Yes 9.88 Yes Yes Cable 16 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 90.15 6716.45 0 0 711.36 7427.81 Stayed 5248-YGIJN Male 36 Yes 0 Los Angeles 90031 34.085807 -118.206617 9 72 None Yes 10.92 Yes Yes DSL 28 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 90.25 6369.45 0 0 786.24 7155.69 Stayed 5249-QYHEX Female 27 Yes 2 Rancho Mirage 92270 33.763678 -116.429928 2 40 Offer B Yes 33.44 Yes No Two Year Yes Credit Card 24.8 1024.7 0 0 1337.6 2362.3 Stayed 5256-SKJGO Female 48 Yes 0 Whittier 90603 33.945318 -117.992066 1 64 None No Yes DSL 30 No Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 54.6 3423.5 0 0 0 3423.5 Stayed 5260-UMPWX Female 41 Yes 1 Yorkville 95494 38.888351 -123.239647 4 26 None Yes 24.44 No No Month-to-Month Yes Credit Card 20.25 493.95 0 0 635.44 1129.39 Stayed 5261-QSHQM Female 31 No 0 Temecula 92592 33.507255 -117.029473 0 4 Offer E No Yes DSL 9 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.45 86.6 0 0 0 86.6 Churned Competitor Competitor made better offer 5266-PFRQK Male 47 Yes 3 Orleans 95556 41.269521 -123.546958 2 52 Offer B Yes 39.48 No No One Year Yes Credit Card 20.85 1071.6 0 0 2052.96 3124.56 Stayed 5268-DSMNQ Female 65 Yes 0 Farmington 95230 37.956963 -120.863055 5 62 None Yes 11.41 Yes Yes Fiber Optic 25 No Yes Yes No Yes No No Yes One Year Yes Credit Card 97.95 5936.55 0 0 707.42 6643.97 Stayed 5269-NRGDP Male 54 Yes 2 Concord 94521 37.971421 -121.971504 1 42 None Yes 14.8 No Yes DSL 23 No No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 73.15 3088.25 0 0 621.6 3709.85 Stayed 5271-DBYSJ Male 80 No 0 Berkeley 94708 37.897743 -122.263124 0 11 Offer D Yes 26.84 No Yes Fiber Optic 15 No No No No No Yes Yes No Month-to-Month Yes Credit Card 79.15 827.7 0 140 295.24 1262.94 Stayed 5271-YNWVR Male 48 Yes 0 Santa Paula 93060 34.402343 -119.094824 1 68 Offer A Yes 23.67 Yes Yes Fiber Optic 22 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 113.15 7856 0 0 1609.56 9465.56 Churned Price Extra data charges 5274-XHAKY Female 19 Yes 2 Compton 90222 33.912246 -118.236773 10 41 Offer B Yes 1.6 Yes Yes Fiber Optic 59 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 94.3 3893.6 0 0 65.6 3959.2 Stayed 5275-PMFUT Male 52 Yes 0 Chualar 93925 36.596271 -121.442274 9 72 None No Yes DSL 18 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 64.8 4719.75 0 0 0 4719.75 Stayed 5275-SQEIZ Male 64 No 0 Ojai 93023 34.581308 -118.931948 0 1 None Yes 14.91 No Yes Fiber Optic 21 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 80.85 80.85 0 0 14.91 95.76 Churned Competitor Competitor had better devices 5276-KQWHG Female 74 No 0 Woody 93287 35.710244 -118.881679 0 2 Offer E Yes 15.32 No Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.6 131.65 0 0 30.64 162.29 Churned Price Extra data charges 5277-ZLOOR Female 78 No 0 Applegate 95703 38.983388 -120.988814 0 2 Offer E Yes 5.49 Yes Yes Fiber Optic 25 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.55 187.45 0 0 10.98 198.43 Churned Dissatisfaction Network reliability 5278-PNYOX Female 49 No 0 San Jose 95126 37.327069 -121.916819 0 49 None Yes 11.11 No Yes Fiber Optic 27 No No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 100.65 4917.75 0 0 544.39 5462.14 Stayed 5281-BUZGT Male 69 No 0 Weaverville 96093 40.759401 -122.939337 0 36 Offer C Yes 23.33 Yes Yes Fiber Optic 23 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.85 3186.7 0 0 839.88 4026.58 Churned Competitor Competitor made better offer 5285-MVEHD Female 35 Yes 0 Sunnyvale 94087 37.3511 -122.037311 1 56 Offer B Yes 34.1 No Yes Fiber Optic 13 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 105.6 6068.65 0 0 1909.6 7978.25 Stayed 5286-YHCVC Male 58 Yes 0 Laton 93242 36.444232 -119.718285 4 72 None Yes 40.49 Yes Yes Fiber Optic 15 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.8 7470.1 0 0 2915.28 10385.38 Stayed 5287-QWLKY Male 79 Yes 0 Big Pine 93513 37.245505 -118.062943 1 71 None Yes 44.66 Yes Yes Fiber Optic 8 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 105.1 7548.1 0 0 3170.86 10718.96 Churned Attitude Attitude of support person 5288-AHOUP Male 71 No 0 Palm Desert 92260 33.694501 -116.412711 0 11 None Yes 41.58 No Yes Fiber Optic 3 No No No No No Yes Yes Yes Two Year Yes Bank Withdrawal 78.5 874.2 0 0 457.38 1331.58 Stayed 5293-WXJAK Female 73 Yes 0 San Jose 95135 37.28682 -121.723877 5 11 None Yes 17.25 Yes Yes Fiber Optic 27 No No Yes Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 104.05 1133.65 0 0 189.75 1323.4 Churned Competitor Competitor offered more data 5294-CDGWY Male 51 Yes 0 Long Beach 90802 33.752524 -118.210737 1 51 None No Yes DSL 2 Yes Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 59.3 3014.65 0 0 0 3014.65 Churned Other Don't know 5294-DMSFH Female 32 Yes 2 Torrance 90503 33.840399 -118.353714 1 29 None Yes 33.62 No Yes Fiber Optic 13 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 87.8 2621.75 0 0 974.98 3596.73 Stayed 5294-IMHHT Male 44 Yes 0 Occidental 95465 38.415003 -122.998726 6 53 None Yes 32.94 Yes Yes Fiber Optic 17 No Yes No Yes No Yes Yes Yes One Year No Bank Withdrawal 97.75 5043.2 0 0 1745.82 6789.02 Stayed 5295-PCJOO Male 44 No 2 Long Beach 90805 33.864622 -118.179626 0 4 None Yes 9.77 No Yes Cable 16 Yes No No No No No No No Month-to-Month Yes Bank Withdrawal 49.4 184.4 0 10 39.08 233.48 Churned Other Don't know 5296-BFCYD Male 35 Yes 2 San Fernando 91340 34.286131 -118.435969 4 46 None Yes 14.91 No No Two Year Yes Mailed Check 20.1 936.85 0 0 685.86 1622.71 Stayed 5296-PSYVW Female 41 Yes 0 Oceanside 92054 33.351059 -117.420557 8 72 None Yes 8.98 Yes No Two Year No Bank Withdrawal 24.55 1750.7 0 0 646.56 2397.26 Stayed 5297-MDOIR Female 20 Yes 0 Monterey Park 91754 34.050322 -118.147037 7 63 Offer B Yes 34.51 No Yes Fiber Optic 46 Yes No Yes No No No Yes Yes One Year Yes Credit Card 81.15 5224.5 0 0 2174.13 7398.63 Stayed 5298-GSTLM Female 74 No 0 Sacramento 95817 38.550722 -121.457314 0 60 Offer B Yes 48.92 Yes Yes Fiber Optic 11 Yes No No No Yes Yes No Yes One Year Yes Bank Withdrawal 101.4 6176.6 0 0 2935.2 9111.8 Stayed 5299-RULOA Female 62 Yes 2 Whittier 90606 33.976678 -118.065875 1 10 None Yes 24.48 Yes Yes Fiber Optic 30 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.25 1064.65 0 0 244.8 1309.45 Churned Price Price too high 5299-SJCZT Male 57 No 0 Ladera Ranch 92694 33.569186 -117.640055 0 3 Offer E Yes 21.86 Yes Yes Fiber Optic 6 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.55 298.35 0 0 65.58 363.93 Churned Dissatisfaction Network reliability 5301-GAUUY Male 31 No 0 Newport Beach 92661 33.601309 -117.902304 0 32 Offer C Yes 1.49 Yes Yes Fiber Optic 21 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.35 2596.15 0 0 47.68 2643.83 Churned Competitor Competitor had better devices 5302-BDJNT Male 27 No 0 Sutter Creek 95685 38.432145 -120.77069 0 35 None Yes 45.62 Yes Yes Fiber Optic 59 No No Yes Yes Yes No No Yes Month-to-Month No Bank Withdrawal 95.5 3418.2 0 0 1596.7 5014.9 Stayed 5304-EFJLP Male 72 Yes 0 Los Molinos 96055 40.059385 -122.091481 4 72 None Yes 16.92 Yes Yes Fiber Optic 19 No Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 111.65 8022.85 0 110 1218.24 9351.09 Stayed 5306-BVTKJ Male 20 Yes 1 El Cajon 92020 32.79697 -116.969082 1 48 Offer B Yes 38.3 No Yes DSL 85 No Yes Yes No No No Yes Yes One Year Yes Credit Card 55.8 2651.2 0 0 1838.4 4489.6 Stayed 5307-DZCVC Female 78 Yes 0 Sacramento 95835 38.685069 -121.543709 0 32 Offer C Yes 48.95 Yes Yes Fiber Optic 9 No No No No Yes No No Yes Month-to-Month Yes Credit Card 85.95 2628.6 0 0 1566.4 4195 Churned Price Extra data charges 5307-UVGNB Female 40 Yes 3 Compton 90220 33.88151 -118.234451 5 53 None No Yes Cable 25 Yes Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 48.7 2495.2 0 0 0 2495.2 Stayed 5309-TAIKL Female 42 No 0 Rio Linda 95673 38.688764 -121.457596 0 7 None Yes 8.29 No Yes DSL 21 No No Yes Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 62.8 418.3 0 0 58.03 476.33 Stayed 5310-NOOVA Male 51 No 0 Redwood Valley 95470 39.298065 -123.25211 0 46 None Yes 13.42 No No Two Year No Bank Withdrawal 19.95 907.05 0 0 617.32 1524.37 Stayed 5311-IHLEI Male 45 No 0 Sebastopol 95472 38.398815 -122.861923 0 12 Offer D No Yes DSL 9 Yes Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 50.95 605.75 0 0 0 605.75 Stayed 5312-IRCFR Female 21 Yes 3 Nice 95464 39.12334 -122.838198 8 64 None Yes 37.47 Yes Yes Fiber Optic 69 No Yes Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 92.85 5980.75 0 0 2398.08 8378.83 Stayed 5312-TSZVC Female 36 No 0 Hyampom 96046 40.648024 -123.465088 0 15 None Yes 23.56 No No One Year No Credit Card 19.65 270.6 0 0 353.4 624 Stayed 5312-UXESG Female 43 No 0 Indio 92203 33.752938 -116.230055 0 41 Offer B Yes 29.19 Yes Yes Fiber Optic 4 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 98.05 3990.6 0 0 1196.79 5187.39 Stayed 5313-FPXWG Male 58 No 0 Three Rivers 93271 36.413433 -118.854708 0 51 Offer B Yes 34.36 Yes No One Year Yes Bank Withdrawal 24.6 1266.4 47.91 0 1752.36 2970.85 Stayed 5315-CKEQK Male 73 Yes 2 Castro Valley 94546 37.708327 -122.083473 1 28 None Yes 4.71 Yes Yes DSL 21 No No No No No No No No One Year Yes Bank Withdrawal 51 1381.8 0 80 131.88 1593.68 Stayed 5317-FLPJF Female 25 No 0 Altadena 91001 34.196837 -118.142236 0 66 Offer A No Yes DSL 73 Yes No Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 61.35 4193.4 0 130 0 4323.4 Stayed 5318-IXUZF Female 50 No 0 Redondo Beach 90277 33.830453 -118.384565 0 2 None Yes 6.2 No Yes Fiber Optic 6 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 87.15 183.75 0 0 12.4 196.15 Churned Other Don't know 5318-YKDPV Male 62 Yes 0 Raymond 93653 37.252057 -119.95783 1 43 None Yes 41.08 No Yes DSL 18 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 79.15 3566.6 0 0 1766.44 5333.04 Stayed 5320-BRKGK Female 28 Yes 2 Escondido 92027 33.141265 -116.967221 1 58 Offer B Yes 2.87 Yes Yes DSL 69 Yes No Yes Yes Yes No No Yes Two Year No Credit Card 75.8 4415.75 0 0 166.46 4582.21 Stayed 5321-NTRKC Male 25 Yes 1 Pebble Beach 93953 36.587497 -121.944815 8 66 Offer A Yes 35.01 Yes Yes DSL 59 No Yes Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 79.85 5234.95 0 0 2310.66 7545.61 Stayed 5322-TEUJK Female 45 Yes 3 Duncans Mills 95430 38.445603 -123.063756 5 71 None Yes 4.91 Yes Yes Fiber Optic 29 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 114.6 8100.25 0 0 348.61 8448.86 Stayed 5322-ZSMZY Male 26 Yes 3 Lower Lake 95457 38.925545 -122.549083 7 31 None Yes 7.03 Yes No Two Year No Credit Card 25.75 755.6 0 0 217.93 973.53 Stayed 5324-KTGCG Male 55 Yes 0 Emeryville 94608 37.83726 -122.287648 5 71 None Yes 44.82 No No One Year No Bank Withdrawal 20.85 1539.75 0 0 3182.22 4721.97 Stayed 5325-UWTWJ Male 47 Yes 0 Berkeley 94707 37.897753 -122.279391 4 31 Offer C Yes 22.42 Yes Yes Fiber Optic 21 Yes Yes No Yes No No No Yes Month-to-Month Yes Credit Card 90.55 2929.75 0 0 695.02 3624.77 Stayed 5327-CNLUQ Male 33 Yes 0 Paynes Creek 96075 40.343213 -121.815412 1 48 Offer B Yes 6.1 Yes Yes Fiber Optic 18 Yes Yes Yes No Yes No No Yes Two Year Yes Bank Withdrawal 96.9 4473.45 0 0 292.8 4766.25 Stayed 5327-XOKKY Male 79 Yes 0 Santa Maria 93458 34.95934 -120.490081 7 72 Offer A Yes 11.26 Yes Yes Cable 3 No No Yes No Yes Yes Yes Yes Two Year Yes Credit Card 73.45 5329 0 0 810.72 6139.72 Stayed 5329-KRDTM Male 73 Yes 0 Long Barn 95335 38.109125 -120.078597 4 72 Offer A Yes 33.68 Yes Yes DSL 10 No Yes Yes Yes Yes No No Yes Two Year No Credit Card 77.35 5396.25 0 0 2424.96 7821.21 Stayed 5331-RGMTT Male 67 Yes 0 Point Arena 95468 38.911299 -123.609588 0 54 None Yes 38.48 Yes Yes Fiber Optic 13 No No Yes No Yes Yes No No Month-to-Month Yes Credit Card 99.05 5295.7 0 40 2077.92 7413.62 Stayed 5334-AFQJB Male 66 No 0 Simi Valley 93065 34.269449 -118.768471 0 72 Offer A Yes 2.37 Yes No Two Year Yes Credit Card 25.1 1789.9 0 0 170.64 1960.54 Stayed 5334-JLAXU Female 44 Yes 0 French Camp 95231 37.873283 -121.292034 8 60 Offer B Yes 15.54 Yes Yes Fiber Optic 19 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 94.1 5475.9 0 0 932.4 6408.3 Stayed 5336-UFNZP Female 65 Yes 3 Monterey Park 91755 34.049172 -118.115022 7 65 Offer B Yes 19.58 Yes Yes Fiber Optic 26 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 107.45 7047.5 0 0 1272.7 8320.2 Stayed 5337-IIWKZ Male 35 Yes 3 Sultana 93666 36.545353 -119.338535 2 34 Offer C No Yes DSL 76 No No Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 44.85 1442.6 0 0 0 1442.6 Stayed 5338-YHWYT Male 45 No 1 San Diego 92115 32.762506 -117.07245 0 37 None Yes 49.99 No Yes Cable 27 Yes Yes No Yes No No No No Two Year No Credit Card 61.45 2302.35 48.79 110 1849.63 4213.19 Stayed 5339-PXDVH Male 43 No 0 Clipper Mills 95930 39.562239 -121.14836 0 4 Offer E Yes 31.57 Yes Yes Fiber Optic 18 Yes No No No Yes No No Yes Month-to-Month No Bank Withdrawal 90.65 367.95 0 0 126.28 494.23 Stayed 5339-TJFEK Male 22 Yes 1 Santa Rosa 95407 38.394091 -122.739814 8 62 Offer B Yes 14.75 Yes Yes Fiber Optic 52 Yes Yes No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 105.5 6487.2 0 150 914.5 7551.7 Stayed 5343-SGUBI Female 43 No 0 Concord 94518 37.950248 -122.022455 0 52 Offer B Yes 42.9 Yes Yes Fiber Optic 14 No Yes No No No No No Yes One Year Yes Credit Card 80.2 4297.6 0 0 2230.8 6528.4 Stayed 5345-BMKWB Male 29 Yes 0 San Francisco 94122 37.760412 -122.484966 9 8 None Yes 4.98 No No Month-to-Month No Credit Card 20.25 158.35 0 0 39.84 198.19 Stayed 5346-BZCHP Female 19 Yes 2 Earp 92242 34.137742 -114.36514 0 69 Offer A Yes 25.18 No No Two Year No Credit Card 19.4 1346.2 0 0 1737.42 3083.62 Stayed 5348-CAGXB Male 60 No 0 Irvine 92614 33.680302 -117.833296 0 12 Offer D Yes 33.36 Yes Yes Fiber Optic 22 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.55 1021.75 0 0 400.32 1422.07 Stayed 5349-AZPEW Female 40 Yes 3 San Diego 92131 32.89325 -117.087091 3 5 Offer E No Yes DSL 53 No No No No No No No Yes Month-to-Month No Credit Card 25.05 125.5 0 0 0 125.5 Stayed 5349-IECLD Male 61 No 0 San Jose 95111 37.284265 -121.827673 0 2 None Yes 26.05 No Yes Fiber Optic 2 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 94.95 178.1 0 0 52.1 230.2 Churned Competitor Competitor had better devices 5351-QESIO Male 64 No 2 San Diego 92122 32.85723 -117.209774 0 1 Offer E No Yes Cable 17 No No No No No No No Yes Month-to-Month No Mailed Check 24.2 24.2 0 0 0 24.2 Joined 5353-WILCI Female 51 No 0 Stockton 95206 37.902422 -121.440029 0 28 Offer C Yes 44.11 No Yes Cable 15 Yes Yes No No No No No No Month-to-Month No Bank Withdrawal 56.05 1522.65 0 110 1235.08 2867.73 Stayed 5356-CSVSQ Female 20 No 0 La Verne 91750 34.144703 -117.770299 0 3 None Yes 40.99 Yes Yes Cable 48 No No No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 64.6 174.2 0 0 122.97 297.17 Joined 5356-KZCKT Male 42 No 0 Torrance 90503 33.840399 -118.353714 0 58 Offer B Yes 2.38 Yes No Two Year Yes Credit Card 24.45 1513.6 0 0 138.04 1651.64 Stayed 5356-RHIPP Male 38 No 0 Dinuba 93618 36.523619 -119.386868 0 1 Offer E Yes 45.49 No No Month-to-Month Yes Credit Card 20.2 20.2 0 0 45.49 65.69 Churned Competitor Competitor made better offer 5357-TZHPP Male 67 No 0 Wheatland 95692 39.043387 -121.409837 0 9 None Yes 30.8 Yes Yes Fiber Optic 18 No No No No No Yes No Yes Month-to-Month Yes Credit Card 84.4 732.5 0 0 277.2 1009.7 Churned Attitude Attitude of support person 5360-LJCNJ Female 37 Yes 0 Tracy 95376 37.680968 -121.446049 4 71 None Yes 10.46 Yes Yes Fiber Optic 3 No Yes Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 105.15 7555 0 60 742.66 8357.66 Stayed 5360-XGYAZ Male 32 Yes 1 Los Angeles 90040 33.994524 -118.149953 1 72 None No Yes DSL 16 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 65.65 4664.5 0 60 0 4724.5 Stayed 5364-EVNIB Male 61 No 0 Orange 92868 33.787796 -117.875928 0 13 None Yes 30.88 No Yes Fiber Optic 3 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 79.8 973.45 0 0 401.44 1374.89 Churned Dissatisfaction Service dissatisfaction 5364-XYIRR Male 44 Yes 0 Los Angeles 90013 34.044639 -118.240413 1 51 None Yes 21.08 Yes Yes Fiber Optic 9 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.65 4812.75 0 0 1075.08 5887.83 Churned Competitor Competitor had better devices 5365-LLFYV Female 43 No 0 Penryn 95663 38.859093 -121.182872 0 2 Offer E Yes 5.47 No Yes DSL 29 No No No No No No No Yes Month-to-Month Yes Credit Card 45.85 105.6 0 0 10.94 116.54 Joined 5366-IJEQJ Male 20 No 0 San Diego 92109 32.787836 -117.232376 0 20 Offer D Yes 5.54 Yes Yes Fiber Optic 59 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 88.7 1761.45 0 0 110.8 1872.25 Churned Other Don't know 5366-OBVMR Female 42 Yes 0 Los Angeles 90027 34.127194 -118.295647 4 18 Offer D Yes 35.96 No Yes DSL 17 No No No Yes No No No Yes Month-to-Month Yes Credit Card 50.3 908.75 0 0 647.28 1556.03 Stayed 5370-IIVVL Male 26 No 0 Le Grand 95333 37.249377 -120.249581 0 37 Offer C Yes 38.72 Yes Yes Fiber Optic 59 No Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 104.5 3778 0 0 1432.64 5210.64 Stayed 5371-VYLSX Female 65 No 0 Long Beach 90814 33.771612 -118.143866 0 50 None Yes 47.99 Yes Yes Fiber Optic 22 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 83.4 4113.7 0 0 2399.5 6513.2 Stayed 5372-FBKBN Female 38 No 2 San Jose 95111 37.284265 -121.827673 0 21 Offer D Yes 8.68 No No Month-to-Month No Credit Card 20.75 452.2 0 0 182.28 634.48 Stayed 5373-SFODM Male 65 Yes 0 San Lucas 93954 36.125529 -120.864443 1 36 None Yes 24.54 Yes Yes Fiber Optic 5 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 85.25 3132.75 0 0 883.44 4016.19 Churned Dissatisfaction Product dissatisfaction 5375-XLDOF Male 24 Yes 3 Calipatria 92233 33.143826 -115.497485 7 69 Offer A Yes 37.97 Yes Yes Fiber Optic 27 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 114.35 7665.8 0 10 2619.93 10295.73 Stayed 5376-DEQCP Female 48 No 0 San Diego 92126 32.886925 -117.152162 0 1 None Yes 27.12 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.6 70.6 0 0 27.12 97.72 Churned Competitor Competitor made better offer 5376-PCKNB Male 35 Yes 1 Montclair 91763 34.072121 -117.698319 5 72 Offer A Yes 17.49 Yes Yes Fiber Optic 12 No Yes Yes No Yes Yes Yes No One Year Yes Credit Card 104.45 7459 0 130 1259.28 8848.28 Stayed 5377-NDTOU Female 26 Yes 0 San Pedro 90732 33.744119 -118.31448 3 71 Offer A Yes 9.5 Yes Yes Cable 76 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 91.05 6293.75 0 0 674.5 6968.25 Stayed 5378-IKEEG Female 47 No 0 Eagleville 96110 41.280341 -120.150381 0 1 Offer E No Yes Cable 2 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 35.75 35.75 0 0 0 35.75 Churned Price Price too high 5380-AFSSK Female 44 No 0 Bella Vista 96008 40.722733 -122.109666 0 5 None Yes 46.45 Yes Yes Fiber Optic 10 No No No No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 93.9 486.85 0 0 232.25 719.1 Churned Other Don't know 5380-WJKOV Male 51 No 1 Los Angeles 90041 34.137412 -118.207607 0 34 Offer C Yes 21.69 Yes Yes Fiber Optic 28 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.35 3549.25 0 0 737.46 4286.71 Churned Competitor Competitor offered higher download speeds 5380-XPJNZ Female 22 No 0 San Francisco 94103 37.773147 -122.411287 0 38 None Yes 40.64 No No One Year No Credit Card 20.05 678.2 0 0 1544.32 2222.52 Stayed 5382-SOYZL Male 39 No 0 Concord 94519 37.990118 -122.012188 0 22 None Yes 11.15 Yes Yes Fiber Optic 17 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.1 2162.6 0 0 245.3 2407.9 Stayed 5382-TEMLV Male 45 No 0 Lindsay 93247 36.205465 -119.085807 0 45 None Yes 19.39 No Yes DSL 16 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.9 2298.55 0 0 872.55 3171.1 Stayed 5383-MMTWC Female 75 Yes 0 Oakley 94561 37.999406 -121.686241 1 8 None Yes 46.05 Yes Yes Fiber Optic 22 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 84 613.4 0 0 368.4 981.8 Churned Dissatisfaction Limited range of services 5384-ZTTWP Female 49 Yes 1 Yuba City 95991 39.02741 -121.614982 4 15 Offer D Yes 17.43 No No Month-to-Month No Mailed Check 19.8 272.95 18.55 0 261.45 515.85 Stayed 5385-SUIRI Male 69 Yes 0 Delhi 95315 37.422961 -120.765493 0 52 None Yes 37.6 Yes Yes Fiber Optic 23 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.2 5568.35 0 0 1955.2 7523.55 Churned Competitor Competitor offered higher download speeds 5386-THSLQ Female 65 Yes 0 Santa Monica 90402 34.035849 -118.503508 0 66 Offer A No Yes Cable 9 No Yes Yes No Yes No No Yes One Year No Bank Withdrawal 45.55 3027.25 0 0 0 3027.25 Stayed 5387-ASZNZ Female 72 No 0 Cressey 95312 37.420273 -120.66527 0 66 Offer A Yes 36.48 Yes Yes DSL 5 Yes Yes No Yes No No No Yes One Year Yes Credit Card -8 4174.35 0 0 2407.68 6582.03 Stayed 5389-FFVKB Male 71 Yes 0 Thousand Oaks 91360 34.214054 -118.88109 1 32 None Yes 2.08 No Yes Fiber Optic 25 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 80.3 2483.05 0 0 66.56 2549.61 Churned Dissatisfaction Service dissatisfaction 5392-AKEMH Female 50 No 0 Vista 92083 33.17494 -117.242761 0 12 None Yes 31.22 No Yes DSL 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.05 523.1 0 0 374.64 897.74 Stayed 5393-HJZSM Female 54 Yes 1 San Francisco 94129 37.797526 -122.464531 1 32 Offer C Yes 32.43 No Yes Cable 19 Yes Yes Yes Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 76.3 2404.15 0 0 1037.76 3441.91 Stayed 5393-RXQSZ Male 40 No 0 Taft 93268 35.184837 -119.402525 0 1 None Yes 19.32 No Yes Fiber Optic 22 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 79.6 79.6 0 0 19.32 98.92 Churned Attitude Attitude of support person 5394-MEITZ Female 26 Yes 0 Corona Del Mar 92625 33.600987 -117.862734 5 60 None Yes 14 No Yes Cable 42 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 80.6 4946.7 0 0 840 5786.7 Stayed 5394-SVGJV Male 27 No 0 Sacramento 95838 38.646096 -121.442433 0 37 None Yes 30.72 Yes Yes Fiber Optic 42 No No No Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 98.8 3475.55 0 0 1136.64 4612.19 Churned Competitor Competitor made better offer 5396-IZEPB Male 37 No 0 Summerland 93067 34.420998 -119.60137 0 9 Offer E Yes 24.89 No No Month-to-Month No Credit Card 19.7 180.7 0 0 224.01 404.71 Stayed 5397-NSKQG Male 39 Yes 2 Los Altos 94022 37.349546 -122.134356 2 67 Offer A No Yes DSL 17 Yes No No No Yes Yes Yes Yes Two Year No Credit Card 50.9 3281.65 0 0 0 3281.65 Stayed 5397-TUPSH Male 76 Yes 0 Carson 90745 33.822295 -118.26411 6 65 None Yes 28.68 No Yes Fiber Optic 20 No No No No No No No Yes One Year Yes Bank Withdrawal 70.95 4555.2 7.43 0 1864.2 6411.97 Stayed 5399-ZIMKF Male 58 No 0 San Simeon 93452 35.746484 -121.223355 0 5 None Yes 32.81 No Yes Fiber Optic 16 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.65 383.65 0 0 164.05 547.7 Stayed 5402-HTOTQ Male 43 No 0 Macdoel 96058 41.769709 -121.92063 0 16 None Yes 5.79 Yes Yes DSL 4 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 55.3 875.35 0 0 92.64 967.99 Stayed 5404-GGUKR Male 39 No 0 Santa Ynez 93460 34.630356 -120.032564 0 5 Offer E Yes 17.16 No Yes DSL 7 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 51.35 262.3 0 0 85.8 348.1 Stayed 5405-ZMYXQ Female 21 No 0 Los Angeles 90019 34.049841 -118.33846 0 8 Offer E Yes 1.28 Yes Yes Fiber Optic 42 No No No No No No No Yes Month-to-Month Yes Credit Card 74.6 548.9 0 0 10.24 559.14 Stayed 5406-KGRMX Female 30 No 0 Helm 93627 36.520537 -120.118055 0 71 None Yes 2.66 Yes No Two Year No Bank Withdrawal 24.55 1719.15 0 0 188.86 1908.01 Stayed 5414-OFQCB Male 34 No 0 Hanford 93230 36.29223 -119.622676 0 57 None Yes 30.77 Yes Yes Fiber Optic 10 No No No Yes Yes No No No Two Year Yes Credit Card 90.45 5229.8 0 70 1753.89 7053.69 Stayed 5419-CONWX Female 65 No 0 Pleasant Grove 95668 38.833554 -121.498102 0 4 None Yes 12.68 No Yes Fiber Optic 10 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 99.8 442.85 0 0 50.72 493.57 Churned Competitor Competitor had better devices 5419-JKZNQ Male 65 Yes 0 La Mesa 91941 32.759327 -116.99726 1 30 None Yes 2.86 Yes Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month No Mailed Check 77.9 2351.45 0 0 85.8 2437.25 Stayed 5419-JPRRN Male 32 No 0 Rough And Ready 95975 39.225634 -121.156163 0 1 None Yes 10.38 Yes Yes Fiber Optic 7 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.45 101.45 0 0 10.38 111.83 Churned Price Extra data charges 5419-KLXBN Female 36 Yes 0 San Diego 92117 32.825086 -117.199424 1 25 None Yes 24.64 No Yes Fiber Optic 5 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.15 2257.75 0 0 616 2873.75 Churned Competitor Competitor made better offer 5423-BHIXO Female 42 No 0 Pasadena 91103 34.167465 -118.165327 0 32 None Yes 32.02 Yes Yes DSL 3 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 54.2 1739.6 0 0 1024.64 2764.24 Stayed 5424-RLQLC Male 36 No 0 Bonsall 92003 33.290907 -117.202895 0 10 Offer D Yes 1.48 No Yes DSL 25 No Yes No No Yes No No No Month-to-Month Yes Credit Card 59.65 638.95 0 90 14.8 743.75 Stayed 5429-LWCMV Female 52 No 0 Gardena 90248 33.876482 -118.284077 0 12 Offer D Yes 34.73 Yes Yes Fiber Optic 6 No Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 89.15 1057.55 0 70 416.76 1544.31 Stayed 5433-KYGHE Female 53 No 1 Avila Beach 93424 35.186644 -120.728305 0 14 Offer D Yes 47.72 Yes Yes Fiber Optic 22 Yes No No Yes No No No Yes Month-to-Month Yes Mailed Check 86 1164.05 0 0 668.08 1832.13 Stayed 5438-QMDDL Female 20 Yes 0 Campo Seco 95226 38.233879 -120.861666 3 19 None Yes 8.3 No Yes DSL 48 No Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 59.8 1130.85 0 0 157.7 1288.55 Stayed 5439-WIKXB Male 65 Yes 0 Newhall 91321 34.370378 -118.504118 8 41 Offer B Yes 46.46 No Yes Fiber Optic 2 No Yes No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 94.55 3851.45 0 40 1904.86 5796.31 Stayed 5440-FLBQG Male 69 Yes 0 Santa Barbara 93110 34.437945 -119.77191 1 69 Offer A Yes 48.88 Yes Yes Fiber Optic 4 No Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 108.4 7318.2 0 0 3372.72 10690.92 Churned Attitude Attitude of service provider 5440-VHLUL Male 48 No 0 Berkeley 94710 37.872902 -122.303708 0 69 Offer A Yes 44.57 Yes Yes Fiber Optic 28 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.2 7386.05 0 0 3075.33 10461.38 Stayed 5442-BHQNG Female 32 No 0 Brooks 95606 38.809804 -122.241383 0 2 None Yes 44.77 No Yes Fiber Optic 9 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.35 139.25 0 0 89.54 228.79 Joined 5442-BXVND Female 49 Yes 2 San Diego 92117 32.825086 -117.199424 2 33 None Yes 9.97 Yes No Month-to-Month No Bank Withdrawal 24.25 838.5 0 0 329.01 1167.51 Stayed 5442-PPTJY Male 44 Yes 3 Arcadia 91006 34.137319 -118.029837 7 12 Offer D Yes 4.71 No No Two Year No Credit Card 19.7 258.35 0 0 56.52 314.87 Stayed 5442-UTCVD Male 53 No 0 Pittsburg 94565 38.006047 -121.916834 0 3 None Yes 43.72 Yes Yes Fiber Optic 21 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 91.85 257.05 0 0 131.16 388.21 Churned Attitude Attitude of service provider 5442-XSDCW Male 61 Yes 0 San Diego 92130 32.957195 -117.202542 1 11 Offer D Yes 13.33 No Yes Fiber Optic 19 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 79.5 868.5 0 50 146.63 1065.13 Churned Competitor Competitor made better offer 5443-SCMKX Female 49 Yes 0 Newbury Park 91320 34.172071 -118.946262 1 58 None Yes 21.38 Yes Yes Fiber Optic 26 No Yes Yes No No Yes Yes No One Year Yes Bank Withdrawal 94.3 5610.15 5.55 150 1240.04 6994.64 Stayed 5445-GLVOT Female 64 No 0 Greenbrae 94904 37.946617 -122.563571 0 22 Offer D Yes 31.53 No Yes Cable 11 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.8 1049.05 0 0 693.66 1742.71 Stayed 5445-PZWGX Male 63 No 0 Travis Afb 94535 38.265899 -121.939461 0 62 Offer B Yes 8.08 Yes Yes Fiber Optic 21 Yes Yes No Yes No Yes Yes No One Year No Bank Withdrawal 102 6529.25 0 110 500.96 7140.21 Churned Price Price too high 5445-UTODQ Female 35 Yes 0 San Diego 92117 32.825086 -117.199424 1 7 None Yes 11.58 No Yes Fiber Optic 27 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 81.1 576.65 0 0 81.06 657.71 Churned Competitor Competitor made better offer 5446-DKWYW Female 74 Yes 1 San Francisco 94103 37.773147 -122.411287 9 61 Offer B Yes 39.31 Yes Yes DSL 10 No No Yes No Yes No No Yes One Year Yes Bank Withdrawal 65.2 3965.05 0 0 2397.91 6362.96 Stayed 5447-VYTKW Male 53 No 0 Los Angeles 90064 34.037251 -118.423573 0 27 None Yes 15.09 No Yes Cable 28 Yes No No Yes No No No Yes Month-to-Month No Credit Card 53.45 1461.45 0 0 407.43 1868.88 Stayed 5447-WZAFP Female 22 No 0 Carlsbad 92008 33.148116 -117.306043 0 53 Offer B Yes 8.33 No Yes Fiber Optic 73 No Yes Yes No Yes Yes Yes Yes One Year Yes Mailed Check 100.3 5200.8 0 0 441.49 5642.29 Stayed 5448-VWNAM Female 49 No 3 Oroville 95966 39.473896 -121.415927 0 19 Offer D Yes 8.02 Yes Yes DSL 57 Yes Yes No Yes Yes No No Yes Month-to-Month Yes Credit Card 75.9 1375.6 0 0 152.38 1527.98 Stayed 5449-FIBXJ Male 34 Yes 0 San Jose 95127 37.375156 -121.795867 1 19 Offer D Yes 28.04 Yes Yes Fiber Optic 22 No No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 103.3 2012.7 0 0 532.76 2545.46 Churned Price Lack of affordable download/upload speed 5451-MHQOF Male 64 Yes 0 Los Angeles 90031 34.085807 -118.206617 7 56 None Yes 32.93 Yes No One Year Yes Mailed Check 24.45 1431.65 0 0 1844.08 3275.73 Stayed 5451-YHYPW Female 75 Yes 0 San Francisco 94129 37.797526 -122.464531 2 72 Offer A Yes 44.89 Yes Yes Fiber Optic 24 Yes Yes Yes Yes Yes Yes No No Two Year Yes Credit Card 115.75 8443.7 0 120 3232.08 11795.78 Stayed 5453-AXEPF Male 31 Yes 0 San Jose 95134 37.42765 -121.945416 7 17 Offer D Yes 46.71 Yes Yes Fiber Optic 8 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.5 1336.9 0 0 794.07 2130.97 Stayed 5453-YBTWV Male 52 Yes 2 Moreno Valley 92557 33.970661 -117.255039 10 70 None Yes 49.67 No Yes Fiber Optic 19 Yes Yes Yes Yes Yes No No Yes Two Year Yes Credit Card 101.1 6994.8 0 0 3476.9 10471.7 Stayed 5456-ITGIC Male 76 Yes 0 Loomis 95650 38.809175 -121.171375 9 72 None No Yes DSL 9 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 64.45 4641.1 0 0 0 4641.1 Stayed 5457-COLHT Male 48 Yes 3 San Francisco 94124 37.731505 -122.384532 5 69 None Yes 40.36 No Yes Cable 53 Yes Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 80.65 5542.55 0 0 2784.84 8327.39 Stayed 5458-CQJTA Male 56 Yes 0 Smith River 95567 41.950683 -124.097094 1 65 Offer B Yes 40.47 No Yes DSL 30 Yes No No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 74.8 4820.15 0 0 2630.55 7450.7 Churned Dissatisfaction Product dissatisfaction 5461-QKNTN Male 71 Yes 0 Catheys Valley 95306 37.394411 -120.127262 1 43 None Yes 4.59 Yes Yes Fiber Optic 5 No Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 94.3 3953.15 0 0 197.37 4150.52 Stayed 5465-BUBFA Female 34 Yes 1 El Nido 95317 37.127386 -120.506422 1 41 Offer B Yes 21.28 No No Two Year No Bank Withdrawal 19.3 772.4 0 0 872.48 1644.88 Stayed 5468-BPMMO Male 59 Yes 0 Santa Cruz 95064 37.007882 -122.065975 3 46 None Yes 16.07 No No Month-to-Month No Bank Withdrawal 19.6 851.2 0 0 739.22 1590.42 Stayed 5469-CTCWN Male 52 Yes 0 Arbuckle 95912 38.982373 -122.047751 1 61 None Yes 46.95 Yes Yes Cable 21 Yes Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 106 6547.7 0 0 2863.95 9411.65 Churned Competitor Competitor offered higher download speeds 5469-NUJUR Male 58 No 0 Zenia 95595 40.170357 -123.417298 0 19 None Yes 19.1 No No Two Year Yes Credit Card 19.95 373.5 0 0 362.9 736.4 Stayed 5472-CVMDX Female 21 No 0 Bolinas 94924 37.943087 -122.72379 0 68 None No Yes DSL 58 Yes No Yes Yes No No No Yes Two Year No Credit Card 38.9 2719.2 0 0 0 2719.2 Stayed 5473-KHBPS Female 53 Yes 3 Surfside 90743 33.728273 -118.085304 8 52 Offer B Yes 8.16 Yes Yes Fiber Optic 20 No Yes Yes No Yes No No Yes One Year Yes Credit Card 95.7 4976.15 0 0 424.32 5400.47 Stayed 5474-LAMUQ Male 56 Yes 0 Los Angeles 90029 34.089953 -118.294824 9 24 Offer C Yes 35.8 No No One Year No Credit Card 20.1 533.9 0 0 859.2 1393.1 Stayed 5478-JJVZK Female 38 No 0 Fair Oaks 95628 38.652065 -121.25441 0 33 None Yes 15.69 Yes Yes DSL 24 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 60.9 2033.85 0 0 517.77 2551.62 Stayed 5480-HPRRX Female 80 No 0 Glendora 91740 34.119363 -117.855059 0 3 None No Yes DSL 30 No No No No No No No Yes Month-to-Month No Bank Withdrawal 25.3 77.75 0 0 0 77.75 Churned Attitude Attitude of support person 5480-TBGPH Female 63 Yes 0 Sacramento 95842 38.687367 -121.34848 0 24 None Yes 44.96 No Yes Fiber Optic 28 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 99.3 2431.35 0 0 1079.04 3510.39 Churned Competitor Competitor offered more data 5480-XTFFL Female 60 Yes 3 Mount Hermon 95041 37.051166 -122.056194 3 31 Offer C Yes 9.8 No No Two Year No Credit Card 21 697.7 0 0 303.8 1001.5 Stayed 5481-NTDOH Female 67 Yes 0 Whittier 90603 33.945318 -117.992066 8 67 None Yes 38.47 Yes Yes Fiber Optic 20 Yes No Yes No Yes Yes No Yes One Year Yes Credit Card 107.05 7142.5 0 0 2577.49 9719.99 Stayed 5482-NUPNA Female 28 No 0 Imperial 92251 32.858595 -115.662709 0 4 None Yes 18.03 No Yes Cable 59 Yes Yes No Yes No No No Yes Month-to-Month Yes Credit Card 60.4 272.15 0 0 72.12 344.27 Churned Competitor Competitor had better devices 5482-PLVPE Female 79 No 0 Daly City 94014 37.691561 -122.445202 0 2 None No Yes DSL 11 No No No No No No No Yes Month-to-Month No Bank Withdrawal 24.35 41.85 0 0 0 41.85 Churned Competitor Competitor had better devices 5482-VXSXJ Male 50 No 0 Tehama 96090 40.021787 -122.127576 0 22 None Yes 46.5 No Yes Fiber Optic 17 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 93.2 2157.3 0 0 1023 3180.3 Stayed 5485-ITNPC Male 42 Yes 0 Le Grand 95333 37.249377 -120.249581 2 66 None Yes 7.61 No Yes DSL 10 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 85.9 5595.3 0 0 502.26 6097.56 Stayed 5485-WUYWF Male 73 No 0 Crockett 94525 38.049292 -122.228415 0 2 None Yes 5.57 No Yes Cable 24 Yes No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 66.4 94.55 0 0 11.14 105.69 Churned Price Long distance charges 5493-SDRDQ Male 19 No 0 Angels Camp 95222 38.071327 -120.632221 0 2 Offer E Yes 5.33 No Yes Cable 52 Yes No Yes No No No No Yes Month-to-Month Yes Mailed Check 55.1 113.35 0 0 10.66 124.01 Churned Competitor Competitor made better offer 5494-HECPR Female 34 No 0 Mi Wuk Village 95346 38.121601 -120.133915 0 1 Offer E Yes 32.92 No Yes Fiber Optic 3 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 80.25 80.25 0 0 32.92 113.17 Churned Other Moved 5494-WOZRZ Female 40 Yes 0 Mission Viejo 92692 33.60693 -117.644253 0 71 None Yes 38.22 No Yes DSL 23 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 82 5999.85 0 0 2713.62 8713.47 Stayed 5495-GPSRW Male 62 No 0 Joshua Tree 92252 34.167236 -116.281511 0 20 None Yes 27.11 No No Two Year Yes Credit Card 19.7 419.4 0 0 542.2 961.6 Stayed 5498-IBWPI Female 34 Yes 2 Guadalupe 93434 34.936 -120.594655 1 66 Offer A Yes 48.11 No Yes Cable 27 No No No Yes No No No Yes One Year Yes Credit Card 49.4 3251.85 0 0 3175.26 6427.11 Stayed 5498-TXHLF Female 39 Yes 0 Whitmore 96096 40.637105 -121.906949 1 34 None Yes 40.78 Yes Yes Fiber Optic 4 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 87.45 2874.15 0 0 1386.52 4260.67 Churned Price Extra data charges 5499-ECUTN Female 49 Yes 0 Shafter 93263 35.490705 -119.286833 1 47 None Yes 6.56 No Yes DSL 11 Yes No Yes No Yes No No No One Year Yes Credit Card 66.05 3021.45 0 40 308.32 3369.77 Stayed 5501-TVMGM Male 21 No 0 Canby 96015 41.486953 -120.913975 0 1 None Yes 39.19 No Yes DSL 69 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 55.25 55.25 0 60 39.19 154.44 Joined 5502-RLUYV Female 42 Yes 0 Milpitas 95035 37.441931 -121.878502 1 69 None Yes 37.2 Yes Yes Fiber Optic 27 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.95 7446.9 0 0 2566.8 10013.7 Churned Competitor Competitor made better offer 5504-WSIUR Female 38 No 0 Chula Vista 91914 32.688506 -116.938632 0 70 None Yes 13.4 Yes Yes Fiber Optic 3 No Yes Yes Yes No No No No One Year Yes Bank Withdrawal 90.25 6385.95 0 100 938 7423.95 Stayed 5505-OVWQW Female 35 No 0 Sacramento 95815 38.608405 -121.449942 0 17 None Yes 4.38 No No One Year No Mailed Check 20.15 353.65 0 0 74.46 428.11 Stayed 5510-BOIUJ Male 35 No 7 Visalia 93277 36.303793 -119.375646 0 1 None Yes 12.81 No No Month-to-Month No Credit Card 19.25 19.25 0 0 12.81 32.06 Churned Attitude Attitude of service provider 5512-IDZEI Male 56 Yes 0 Garden Grove 92841 33.786738 -117.982564 1 46 None Yes 18.45 Yes No One Year No Bank Withdrawal 24.9 1174.8 0 0 848.7 2023.5 Stayed 5514-YQENT Male 29 No 3 Rocklin 95765 38.823278 -121.281856 0 41 None Yes 30.58 No Yes Fiber Optic 59 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 111.15 4507.15 0 0 1253.78 5760.93 Stayed 5515-AKOAJ Female 38 No 0 Hawaiian Gardens 90716 33.830431 -118.074071 0 54 None Yes 41.83 Yes Yes Fiber Optic 9 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.1 5440.9 0 0 2258.82 7699.72 Churned Dissatisfaction Service dissatisfaction 5515-IDEJJ Male 46 Yes 1 San Diego 92126 32.886925 -117.152162 4 1 Offer E Yes 45.77 No No Month-to-Month No Mailed Check 19.9 19.9 0 0 45.77 65.67 Churned Competitor Competitor made better offer 5515-RUGKN Male 63 No 0 Beverly Hills 90211 34.063947 -118.383001 0 8 None Yes 30.53 No Yes DSL 26 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 54.75 438.05 0 0 244.24 682.29 Stayed 5519-NPHVG Female 53 No 0 Klamath River 96050 41.816595 -122.948287 0 12 None Yes 12.75 Yes Yes Fiber Optic 24 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 94.2 1046.1 7.39 120 153 1311.71 Churned Price Price too high 5519-TEEUH Male 51 No 3 Irvine 92604 33.688546 -117.788091 0 33 Offer C Yes 21.16 No No One Year Yes Credit Card 20.15 682.15 0 0 698.28 1380.43 Stayed 5519-YLDGW Female 57 Yes 0 Los Angeles 90071 34.052917 -118.255178 1 21 Offer D Yes 1.21 Yes Yes Fiber Optic 16 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.9 2254.2 0 0 25.41 2279.61 Churned Dissatisfaction Limited range of services 5520-FVEWJ Female 28 Yes 0 Santa Rosa 95405 38.439696 -122.668817 1 12 None Yes 40.63 Yes Yes Fiber Optic 59 No Yes Yes No No No Yes Yes Month-to-Month Yes Bank Withdrawal 84.5 916.9 0 0 487.56 1404.46 Churned Competitor Competitor had better devices 5522-JBWMO Male 62 No 2 Blythe 92225 33.674583 -114.71612 0 1 None Yes 15.66 No Yes DSL 29 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44 44 0 0 15.66 59.66 Joined 5522-NYKPB Male 26 Yes 3 Burney 96013 40.946785 -121.719489 0 25 Offer C Yes 11.79 No Yes Fiber Optic 59 No No No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 85.9 2199.05 0 0 294.75 2493.8 Stayed 5524-KHNJP Male 35 Yes 0 Glendale 91205 34.13658 -118.245839 7 33 Offer C Yes 48.85 No Yes Cable 30 Yes No Yes No Yes Yes Yes Yes One Year No Credit Card 74.75 2453.3 0 0 1612.05 4065.35 Stayed 5527-ACHSO Female 38 No 0 Orange 92865 33.828779 -117.848299 0 11 None Yes 47.61 No Yes DSL 12 No No No Yes Yes Yes Yes Yes Month-to-Month No Credit Card 70.5 829.3 0 0 523.71 1353.01 Stayed 5529-GIBVH Female 57 No 0 Duncans Mills 95430 38.445603 -123.063756 0 47 None Yes 3.49 No No Two Year No Credit Card 20.15 1046.2 0 0 164.03 1210.23 Stayed 5533-NHFRF Male 75 No 0 San Jose 95132 37.424655 -121.74841 0 7 None No Yes DSL 26 No Yes No Yes No Yes No Yes Two Year Yes Bank Withdrawal 44.4 265.8 0 0 0 265.8 Stayed 5533-RJFTJ Male 22 No 0 Lemoore 93245 36.303666 -119.825657 0 49 Offer B No Yes Cable 58 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 30.2 1453.1 0 0 0 1453.1 Stayed 5536-RTPWK Male 54 Yes 0 Sausalito 94965 37.848641 -122.515692 1 49 Offer B Yes 20.48 Yes Yes Fiber Optic 22 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.05 4853.75 14.24 0 1003.52 5843.03 Churned Competitor Competitor offered higher download speeds 5536-SLHPM Female 38 Yes 0 Temecula 92592 33.507255 -117.029473 5 55 None Yes 19.41 Yes Yes Fiber Optic 4 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 77.75 4458.15 0 0 1067.55 5525.7 Churned Competitor Competitor made better offer 5537-UXXVS Female 49 Yes 0 Citrus Heights 95621 38.69549 -121.307864 0 20 Offer D Yes 48.03 No No Month-to-Month No Bank Withdrawal 19.25 375.25 0 0 960.6 1335.85 Stayed 5539-HIVAK Female 79 Yes 0 Friant 93626 37.027663 -119.69056 8 28 None Yes 25.57 Yes No Month-to-Month No Mailed Check 25.7 734.6 0 0 715.96 1450.56 Stayed 5539-TMZLF Male 69 No 0 Concord 94520 38.013825 -122.039144 0 1 None Yes 33.84 No Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.75 69.75 0 0 33.84 103.59 Churned Competitor Competitor had better devices 5542-DHSXL Female 36 Yes 0 Butte City 95920 39.449794 -121.936372 2 4 None Yes 6.77 No Yes Cable 3 Yes Yes No No No No No Yes Month-to-Month No Credit Card 54.7 235.05 0 0 27.08 262.13 Stayed 5542-NKVRU Female 24 No 0 La Grange 95329 37.666587 -120.411517 0 42 Offer B Yes 18.31 No No Two Year Yes Bank Withdrawal 20.75 844.45 0 0 769.02 1613.47 Stayed 5542-TBBWB Male 46 No 0 Lakeport 95453 39.080469 -122.955176 0 1 None Yes 9.36 No Yes Fiber Optic 14 No No No No No No No No Month-to-Month Yes Bank Withdrawal 69.9 69.9 0 10 9.36 89.26 Joined 5543-QDCRY Male 38 No 0 San Francisco 94103 37.773147 -122.411287 0 4 None Yes 20.76 No Yes DSL 30 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 56.4 234.85 0 0 83.04 317.89 Stayed 5546-BYZSM Female 52 No 0 Oak View 93022 34.404544 -119.302118 0 41 Offer B Yes 15.48 No No Month-to-Month No Bank Withdrawal 20.45 775.6 0 0 634.68 1410.28 Stayed 5546-QUERU Male 42 No 0 Burbank 91506 34.169706 -118.323548 0 13 None Yes 16.35 No No One Year Yes Credit Card 19.95 257 0 0 212.55 469.55 Stayed 5549-ZGHFB Male 33 Yes 1 Glendale 91205 34.13658 -118.245839 3 50 None Yes 22.3 Yes No Two Year No Credit Card 24.95 1261.45 0 0 1115 2376.45 Stayed 5550-VFRLC Female 70 No 0 Moorpark 93021 34.312945 -118.858169 0 1 None Yes 43.45 No Yes Fiber Optic 30 No No No No No No No No Month-to-Month Yes Bank Withdrawal 69.85 69.85 0 40 43.45 153.3 Churned Dissatisfaction Limited range of services 5552-ZNFSJ Male 49 No 0 Santa Rosa 95407 38.394091 -122.739814 0 1 None Yes 34.37 No Yes DSL 28 No No No No No No No Yes Month-to-Month No Bank Withdrawal 45.3 45.3 0 0 34.37 79.67 Churned Dissatisfaction Poor expertise of online support 5553-AOINX Female 67 Yes 1 Copperopolis 95228 37.943954 -120.67108 6 66 None Yes 39.38 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.9 6891.45 0 0 2599.08 9490.53 Stayed 5555-RNPGT Male 61 No 3 Bloomington 92316 34.059722 -117.39104 0 10 Offer D Yes 34.47 Yes No Month-to-Month No Credit Card 24.8 223.9 0 0 344.7 568.6 Stayed 5561-NWEVX Female 78 Yes 0 Hermosa Beach 90254 33.86532 -118.396336 1 2 Offer E Yes 17.73 Yes Yes Fiber Optic 18 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 79.2 172.85 0 0 35.46 208.31 Churned Price Price too high 5562-BETPV Male 21 Yes 0 San Andreas 95249 38.196497 -120.61689 1 1 Offer E Yes 23.41 No No One Year No Mailed Check 19.65 19.65 0 0 23.41 43.06 Joined 5562-YJQGT Female 57 No 0 Encino 91316 34.150354 -118.518292 0 2 None Yes 2.46 No No Month-to-Month No Credit Card 20.35 35.1 0 0 4.92 40.02 Joined 5564-NEMQO Female 80 No 0 Thermal 92274 33.53604 -116.119222 0 1 Offer E Yes 35.09 No Yes Fiber Optic 17 No No Yes No No No No No Month-to-Month Yes Bank Withdrawal 75.3 75.3 0 20 35.09 130.39 Churned Dissatisfaction Network reliability 5565-FILXA Female 76 No 0 Escondido 92027 33.141265 -116.967221 0 16 None Yes 38.75 Yes Yes Fiber Optic 16 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 96.15 1529.2 0 0 620 2149.2 Churned Other Don't know 5566-SOEZD Male 47 Yes 3 Madeline 96119 41.042003 -120.506086 1 27 None Yes 15.71 No Yes Fiber Optic 53 Yes Yes No No No No No Yes One Year Yes Credit Card 80.65 2209.75 0 0 424.17 2633.92 Stayed 5567-GZKQY Male 58 No 0 Porterville 93257 36.008958 -118.891593 0 58 Offer B Yes 29.25 No No Two Year No Credit Card 20.3 1131.5 0 0 1696.5 2828 Stayed 5567-WSELE Male 70 Yes 0 Richmond 94801 37.945288 -122.383941 1 3 Offer E Yes 32.31 Yes Yes Fiber Optic 27 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 94.6 279.55 0 0 96.93 376.48 Churned Competitor Competitor had better devices 5568-DMXZS Female 36 No 0 San Diego 92124 32.827238 -117.089287 0 8 Offer E Yes 37.37 No Yes Cable 16 No Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 65.45 554.45 0 0 298.96 853.41 Stayed 5569-IDSEY Male 52 Yes 0 Winters 95694 38.578604 -122.024579 8 71 Offer A Yes 29.11 Yes Yes Fiber Optic 28 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.7 7472.15 0 0 2066.81 9538.96 Stayed 5569-KGJHX Female 63 Yes 0 Canoga Park 91303 34.19829 -118.602203 1 9 Offer E Yes 14.21 Yes Yes Fiber Optic 5 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 85.35 754.65 0 50 127.89 932.54 Churned Dissatisfaction Service dissatisfaction 5569-OUICF Female 67 Yes 0 San Diego 92109 32.787836 -117.232376 1 28 Offer C Yes 16.43 Yes Yes Fiber Optic 20 No No No Yes Yes Yes No Yes Month-to-Month Yes Credit Card 101.3 2812.2 0 0 460.04 3272.24 Churned Competitor Competitor made better offer 5570-PTWEH Female 33 Yes 0 Encinitas 92024 33.054579 -117.25665 1 3 None Yes 15.02 Yes Yes Fiber Optic 29 No No No No No No No Yes Month-to-Month Yes Credit Card 75.15 216.75 0 0 45.06 261.81 Churned Attitude Attitude of support person 5572-ZDXHY Female 25 No 0 Santa Rosa 95409 38.468893 -122.580539 0 22 None Yes 29.07 No Yes Fiber Optic 52 No Yes No No No Yes Yes Yes Month-to-Month Yes Mailed Check 84.3 1855.65 0 0 639.54 2495.19 Churned Competitor Competitor had better devices 5574-NXZIU Male 36 No 0 Los Alamos 93440 34.758699 -120.275839 0 63 None Yes 13.14 No Yes Fiber Optic 17 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card -10 7049.75 0 0 827.82 7877.57 Stayed 5575-GNVDE Male 46 No 0 Los Angeles 90002 33.949255 -118.246978 0 34 None Yes 17.09 No Yes DSL 16 Yes No Yes No No No No Yes One Year No Mailed Check 56.95 1889.5 0 0 581.06 2470.56 Stayed 5575-TPIZQ Male 21 No 0 Buellton 93427 34.631362 -120.238218 0 46 Offer B Yes 37.75 Yes Yes Fiber Optic 73 Yes No No No Yes No No Yes Month-to-Month Yes Credit Card 89.15 4245.55 0 0 1736.5 5982.05 Stayed 5577-OTWWW Female 54 No 0 San Jose 95120 37.186141 -121.843554 0 15 Offer D Yes 39.84 No No Month-to-Month No Bank Withdrawal 19.75 297.3 0 0 597.6 894.9 Churned Other Moved 5578-NKCXI Female 20 Yes 2 South Gate 90280 33.944624 -118.192615 9 58 None Yes 39.05 No Yes Fiber Optic 76 Yes Yes No No Yes Yes Yes Yes One Year No Credit Card 99.25 5846.65 0 0 2264.9 8111.55 Stayed 5583-EJXRD Male 19 Yes 2 San Diego 92127 33.017518 -117.118456 1 44 None No Yes Cable 59 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 54.05 2375.2 47.45 0 0 2327.75 Stayed 5583-SXDAG Male 41 Yes 0 Alhambra 91803 34.074736 -118.145959 1 1 Offer E Yes 19.15 No Yes Fiber Optic 18 No No No No No No No No Month-to-Month No Bank Withdrawal 70 70 0 10 19.15 99.15 Churned Other Don't know 5590-BYNII Male 51 No 0 Bayside 95524 40.825486 -124.049485 0 22 None Yes 35.93 Yes Yes Fiber Optic 17 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.75 2095 0 0 790.46 2885.46 Churned Other Don't know 5590-YRFJT Female 44 Yes 0 Lompoc 93437 34.757477 -120.550507 1 20 None No Yes DSL 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.45 482.8 0 0 0 482.8 Churned Other Don't know 5590-ZSKRV Female 62 Yes 1 Gardena 90249 33.90139 -118.315697 1 8 Offer E Yes 38.78 No Yes DSL 18 Yes Yes No No No No No Yes Month-to-Month No Credit Card 54.65 482.25 0 0 310.24 792.49 Stayed 5593-SUAOO Female 60 Yes 3 Boonville 95415 39.025867 -123.381544 6 24 None Yes 41.45 Yes Yes Fiber Optic 53 No Yes Yes No No No No Yes One Year No Bank Withdrawal 83.15 2033.05 0 0 994.8 3027.85 Stayed 5597-GLBUC Female 48 No 0 Squaw Valley 93675 36.719141 -119.202677 0 1 Offer E Yes 22.97 No Yes Fiber Optic 23 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.45 85.45 0 0 22.97 108.42 Churned Price Lack of affordable download/upload speed 5598-IKHQQ Female 39 No 0 Myers Flat 95554 40.267158 -123.805913 0 72 Offer A Yes 6.75 Yes No Two Year No Credit Card 25.45 1866.45 0 0 486 2352.45 Stayed 5599-HVLTW Female 73 No 0 Oakland 94609 37.834341 -122.26437 0 14 None Yes 7.34 Yes Yes Fiber Optic 3 No No Yes No No No No Yes Two Year Yes Bank Withdrawal 80.35 1058.1 32.71 0 102.76 1128.15 Stayed 5600-KTXFM Male 48 Yes 2 Ventura 93004 34.278697 -119.167798 6 2 Offer E Yes 29.1 No Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month No Credit Card 69.95 143.9 0 0 58.2 202.1 Joined 5600-PDUJF Male 60 No 0 Los Angeles 90047 33.958149 -118.308441 0 6 None Yes 26.76 No Yes DSL 22 No No No Yes No No No Yes Month-to-Month Yes Credit Card 49.5 312.7 0 0 160.56 473.26 Stayed 5602-BVFMK Female 58 No 0 Independence 93526 36.869584 -118.189241 0 12 None Yes 41.78 No No One Year No Credit Card 19.3 228.75 0 0 501.36 730.11 Stayed 5605-IYGFG Female 61 No 0 Thousand Palms 92276 33.849263 -116.382778 0 7 None Yes 27.46 No Yes Fiber Optic 4 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.85 515.45 0 0 192.22 707.67 Stayed 5605-XNWEN Male 77 Yes 0 Montebello 90640 34.015217 -118.109962 0 72 None Yes 28.99 Yes No Two Year Yes Bank Withdrawal 25 1802.55 28.93 0 2087.28 3860.9 Stayed 5606-AMZBO Female 23 Yes 0 Rosamond 93560 34.903052 -118.411251 4 10 None Yes 38.03 Yes Yes Fiber Optic 42 Yes No No No No No No Yes Month-to-Month Yes Credit Card 78.15 765.15 0 0 380.3 1145.45 Stayed 5609-CEBID Female 77 No 0 Hemet 92544 33.644585 -116.871544 0 20 None Yes 48.73 Yes Yes Fiber Optic 12 No Yes Yes No No Yes No No Month-to-Month Yes Bank Withdrawal 94.1 1782.4 0 80 974.6 2837 Churned Competitor Competitor had better devices 5609-IMCGG Female 44 No 0 Suisun City 94585 38.197907 -122.017258 0 15 Offer D Yes 6.22 Yes Yes Fiber Optic 4 Yes No Yes No No No No Yes Month-to-Month Yes Credit Card 84.35 1302.65 0 0 93.3 1395.95 Stayed 5614-DNZCE Female 56 No 0 Wilseyville 95257 38.392686 -120.415951 0 58 None Yes 29.47 No Yes DSL 16 Yes Yes Yes Yes No No No Yes Two Year Yes Credit Card 64.9 3795.45 0 0 1709.26 5504.71 Stayed 5616-PRTNT Male 30 No 3 Desert Center 92239 33.889605 -115.257009 0 20 None Yes 22.78 No No Month-to-Month Yes Bank Withdrawal 19.4 374.5 0 0 455.6 830.1 Churned Attitude Attitude of support person 5619-PTMIK Female 25 Yes 0 Lemon Grove 91945 32.733564 -117.033713 1 46 Offer B Yes 44.74 Yes Yes DSL 82 Yes No No No No No Yes Yes Month-to-Month No Bank Withdrawal 53.1 2459.8 0 0 2058.04 4517.84 Stayed 5619-XZZKR Male 47 No 0 Santa Maria 93454 34.943523 -120.256729 0 4 None Yes 6.86 No No One Year No Credit Card 19.95 68.2 0 0 27.44 95.64 Stayed 5622-UEJFI Female 53 Yes 1 Duncans Mills 95430 38.445603 -123.063756 9 35 None Yes 32.75 Yes No Two Year Yes Credit Card 25.4 949.8 0 0 1146.25 2096.05 Stayed 5624-BQSSA Female 19 No 0 Santa Cruz 95065 37.031404 -121.981865 0 1 None Yes 40.48 No No Month-to-Month No Credit Card 20.95 20.95 0 0 40.48 61.43 Churned Price Long distance charges 5624-RYAMH Female 43 No 0 Citrus Heights 95610 38.69508 -121.271616 0 9 None Yes 46.94 No No Month-to-Month Yes Bank Withdrawal 19.5 178.85 0 0 422.46 601.31 Stayed 5626-MGTUK Female 50 No 0 Chatsworth 91311 34.294142 -118.603883 0 20 None Yes 24.73 Yes Yes Fiber Optic 25 Yes No No No Yes No No No Month-to-Month Yes Bank Withdrawal 89.1 1879.25 15.43 30 494.6 2388.42 Stayed 5627-TVBPP Female 44 No 1 Big Bear Lake 92315 34.242058 -116.89802 0 35 None Yes 25.52 No No One Year Yes Credit Card 20.1 644.5 0 0 893.2 1537.7 Stayed 5628-FCGYG Male 46 No 0 Riverside 92509 34.004379 -117.447864 0 21 None Yes 49.05 Yes Yes Fiber Optic 9 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.1 1737.45 0 0 1030.05 2767.5 Stayed 5628-RKIFK Female 76 No 0 Bloomington 92316 34.059722 -117.39104 0 49 None Yes 24.84 Yes Yes Fiber Optic 14 Yes No No No Yes Yes Yes Yes One Year No Credit Card 101.55 5070.4 0 0 1217.16 6287.56 Stayed 5630-AHZIL Female 51 No 3 El Segundo 90245 33.917145 -118.401554 0 3 Offer E Yes 39.55 No Yes DSL 56 Yes No No Yes No Yes Yes No Month-to-Month Yes Bank Withdrawal 64.5 177.4 0 60 118.65 356.05 Joined 5630-IXDXV Female 51 No 0 Reedley 93654 36.636638 -119.421842 0 47 Offer B Yes 14.54 Yes Yes Fiber Optic 10 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.35 4849.1 0 0 683.38 5532.48 Stayed 5639-NTUPK Male 28 No 1 Walnut Creek 94598 37.916648 -122.008483 0 13 Offer D Yes 19.17 No Yes Cable 59 Yes No No No No No Yes Yes Month-to-Month Yes Credit Card 52.1 670.65 0 0 249.21 919.86 Stayed 5640-CAXOA Female 23 No 0 Auberry 93602 36.991762 -119.242874 0 30 None No Yes Cable 42 No No No Yes No Yes Yes Yes One Year Yes Credit Card 40.35 1187.05 0 0 0 1187.05 Stayed 5641-DMBFJ Female 29 Yes 0 Oregon House 95962 39.342587 -121.249833 1 58 None Yes 31.27 Yes Yes DSL 59 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.3 4916.4 0 0 1813.66 6730.06 Stayed 5642-MHDQT Female 60 Yes 0 Mc Farland 93250 35.666886 -119.186717 6 53 Offer B Yes 11.35 No No One Year Yes Bank Withdrawal 19.85 1039.45 14.67 0 601.55 1626.33 Stayed 5644-PDMZC Female 69 No 0 Delano 93215 35.772244 -119.209689 0 2 None Yes 47.47 Yes Yes Fiber Optic 19 No Yes No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 89.5 161.5 0 0 94.94 256.44 Churned Attitude Attitude of support person 5647-FXOTP Female 71 Yes 0 Santa Ysabel 92070 33.174725 -116.743329 1 60 Offer B Yes 36.71 Yes Yes Fiber Optic 25 No Yes Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 105.9 6401.25 0 110 2202.6 8713.85 Stayed 5647-URDKA Male 27 Yes 1 Alturas 96101 41.468877 -120.54229 8 8 None Yes 11.57 No No Two Year No Credit Card 19.7 130.25 0 0 92.56 222.81 Stayed 5649-ANRML Male 76 No 0 Clipper Mills 95930 39.562239 -121.14836 0 2 Offer E Yes 12.96 No Yes Fiber Optic 20 No Yes Yes Yes No Yes No Yes Month-to-Month Yes Credit Card 95.1 180.25 0 0 25.92 206.17 Churned Dissatisfaction Poor expertise of online support 5649-RXQTV Male 34 No 0 Alderpoint 95511 40.166028 -123.584144 0 51 Offer B Yes 42.33 No Yes Fiber Optic 2 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99 5038.15 0 0 2158.83 7196.98 Stayed 5649-TJHOV Male 68 Yes 0 Davenport 95017 37.114335 -122.237162 1 27 Offer C No Yes DSL 25 No No No No No Yes No No Month-to-Month No Bank Withdrawal 36.5 1032 0 30 0 1062 Churned Dissatisfaction Product dissatisfaction 5649-VUKMC Female 61 No 0 San Diego 92126 32.886925 -117.152162 0 12 None Yes 34.81 No Yes Fiber Optic 16 No No Yes No Yes Yes Yes Yes One Year No Mailed Check 95.5 1115.15 0 0 417.72 1532.87 Churned Competitor Competitor made better offer 5650-VDUDS Female 48 No 0 Kernville 93238 35.852892 -118.397782 0 4 Offer E No Yes Cable 16 No No No No No No No Yes Month-to-Month Yes Mailed Check 24.25 96.05 0 0 0 96.05 Churned Competitor Competitor made better offer 5650-YLIBA Male 60 No 0 Lakeport 95453 39.080469 -122.955176 0 31 None Yes 42.05 Yes Yes Fiber Optic 12 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 81.15 2640.55 0 0 1303.55 3944.1 Stayed 5651-CPDND Male 45 No 0 San Leandro 94578 37.704384 -122.126703 0 10 Offer D Yes 13.51 No Yes DSL 14 No No No No No No No Yes Month-to-Month No Credit Card 46 492.1 0 0 135.1 627.2 Stayed 5651-CRHKQ Female 53 Yes 0 San Diego 92139 32.677716 -117.047666 3 41 None Yes 13.23 No Yes Fiber Optic 16 No Yes Yes Yes No No No Yes One Year Yes Bank Withdrawal 86.2 3339.05 0 0 542.43 3881.48 Stayed 5651-WYIPH Female 69 No 0 Vacaville 95688 38.419088 -122.024568 0 18 None Yes 41.13 No Yes Cable 23 No Yes No No No No No Yes One Year Yes Credit Card 49.85 865.75 0 0 740.34 1606.09 Stayed 5651-YLPRD Female 45 Yes 3 Danville 94526 37.815459 -121.977203 7 32 None Yes 26.66 No Yes Fiber Optic 57 No Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 86.1 2723.75 0 130 853.12 3706.87 Stayed 5652-MSDEY Female 37 No 0 Sutter Creek 95685 38.432145 -120.77069 0 10 None Yes 39.85 Yes Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month Yes Mailed Check 75.75 777.3 0 0 398.5 1175.8 Stayed 5655-JSMZM Male 66 No 0 Coalinga 93210 36.186867 -120.387793 0 49 Offer B Yes 32.36 Yes Yes Fiber Optic 2 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 96.2 4718.25 0 0 1585.64 6303.89 Churned Attitude Attitude of support person 5656-JAMLX Male 29 No 0 Greenbrae 94904 37.946617 -122.563571 0 62 None Yes 14.17 No No Two Year No Bank Withdrawal 19.85 1253.65 0 0 878.54 2132.19 Stayed 5656-MJEFC Male 48 Yes 0 Victorville 92392 34.486835 -117.362274 10 42 Offer B No Yes Cable 8 Yes No Yes Yes Yes No No Yes Two Year No Credit Card 48.15 2032.3 0 0 0 2032.3 Stayed 5663-QBGIS Male 65 Yes 0 La Canada Flintridge 91011 34.234912 -118.153729 0 72 None Yes 44.61 Yes Yes Fiber Optic 30 No Yes No No Yes Yes Yes Yes Two Year No Bank Withdrawal 98.35 6929.4 0 0 3211.92 10141.32 Stayed 5666-CYCYZ Female 21 No 0 Montebello 90640 34.015217 -118.109962 0 24 None Yes 18.07 Yes Yes Fiber Optic 52 No No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.55 2259.35 0 0 433.68 2693.03 Stayed 5666-MBJPT Male 22 No 0 Bakersfield 93304 35.339796 -119.023552 0 65 Offer B Yes 20.43 Yes No Two Year Yes Bank Withdrawal 25.1 1725 0 0 1327.95 3052.95 Stayed 5668-MEISB Female 57 Yes 1 Hacienda Heights 91745 33.998471 -117.973758 1 72 None Yes 6.41 Yes Yes Fiber Optic 14 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 106.1 7657.4 0 0 461.52 8118.92 Stayed 5669-SRAIP Female 55 No 0 Larkspur 94939 37.937082 -122.532369 0 5 Offer E No Yes DSL 2 No No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 39.5 210.75 39.27 0 0 171.48 Churned Competitor Competitor offered higher download speeds 5671-RQRLP Female 72 Yes 0 Fowler 93625 36.625792 -119.672483 4 70 Offer A Yes 16.87 Yes Yes Fiber Optic 3 No No No No No No No Yes Two Year Yes Credit Card 75.65 5411.4 25.67 0 1180.9 6566.63 Stayed 5671-UUNXD Female 79 Yes 0 Nicasio 94946 38.065359 -122.665566 1 50 None Yes 36.58 Yes Yes Fiber Optic 23 No No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 100.65 5189.75 0 0 1829 7018.75 Stayed 5673-FSSMF Female 19 No 0 Delhi 95315 37.422961 -120.765493 0 1 Offer E Yes 33.48 Yes Yes Cable 59 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 60.15 60.15 0 20 33.48 113.63 Churned Attitude Attitude of support person 5673-TIYIB Male 34 No 0 Torrance 90502 33.833181 -118.292062 0 2 Offer E No Yes DSL 8 No Yes Yes Yes No No No Yes Month-to-Month Yes Credit Card 40.4 77.15 0 0 0 77.15 Churned Other Don't know 5676-CFLYY Male 30 Yes 0 Ahwahnee 93601 37.375816 -119.739935 4 71 Offer A Yes 16.24 No Yes Cable 59 No Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 73.35 5154.5 0 0 1153.04 6307.54 Stayed 5678-VFNEQ Female 19 Yes 0 Rocklin 95677 38.7904 -121.236973 8 71 Offer A Yes 4.39 Yes Yes Fiber Optic 82 Yes No Yes No Yes Yes Yes Yes One Year Yes Credit Card 104.1 7412.25 0 0 311.69 7723.94 Stayed 5680-LQOGP Female 21 No 0 Twin Bridges 95735 38.805481 -120.13287 0 68 Offer A Yes 14.86 No Yes Cable 59 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Credit Card 82.45 5646.6 0 90 1010.48 6747.08 Stayed 5681-LLOEI Male 59 Yes 1 Encino 91316 34.150354 -118.518292 11 43 None Yes 42.22 Yes Yes Fiber Optic 25 Yes No Yes Yes No No No Yes One Year Yes Credit Card -2 4013.8 25.49 0 1815.46 5803.77 Stayed 5684-FJVYR Female 41 Yes 0 Lake Hughes 93532 34.659579 -118.584212 9 72 Offer A Yes 9.6 Yes Yes Fiber Optic 25 Yes Yes No Yes No No No Yes Two Year Yes Bank Withdrawal 90.35 6563.4 0 0 691.2 7254.6 Stayed 5685-IIXLY Female 54 Yes 0 Novato 94945 38.135897 -122.563683 1 5 None Yes 7 No Yes Fiber Optic 23 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 83.6 404.2 24.44 0 35 414.76 Churned Competitor Competitor offered higher download speeds 5686-CMAWK Male 41 No 0 San Diego 92131 32.89325 -117.087091 0 17 None Yes 49.71 Yes Yes Fiber Optic 4 No No Yes Yes No No No Yes One Year No Bank Withdrawal 86.75 1410.25 0 0 845.07 2255.32 Stayed 5687-DKDTV Female 35 No 0 Bellflower 90706 33.887676 -118.127289 0 4 None Yes 37.66 No No Month-to-Month No Credit Card 20.35 77.5 0 0 150.64 228.14 Churned Attitude Attitude of support person 5688-KZTSN Male 59 Yes 3 San Diego 92121 32.898613 -117.202937 1 15 None Yes 31.14 No No Month-to-Month Yes Bank Withdrawal 20 288.05 0 0 467.1 755.15 Churned Competitor Competitor made better offer 5692-FPTAH Female 32 No 0 Nicolaus 95659 38.788898 -121.608624 0 1 None Yes 38.31 No Yes Cable 26 No No No No No No No Yes Month-to-Month Yes Credit Card 45.4 45.4 0 0 38.31 83.71 Churned Dissatisfaction Network reliability 5692-ICXLW Male 75 No 0 Escondido 92027 33.141265 -116.967221 0 31 None Yes 46.71 Yes Yes Fiber Optic 24 No Yes No No Yes No No No Two Year Yes Bank Withdrawal 90.7 2845.15 0 100 1448.01 4393.16 Stayed 5693-PIPCS Male 29 No 0 National City 91950 32.67102 -117.095235 0 41 Offer B Yes 21.64 No Yes Fiber Optic 59 No Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 99.65 4220.35 0 0 887.24 5107.59 Stayed 5696-CEIQJ Male 31 Yes 3 Riverside 92504 33.9108 -117.398153 4 67 Offer A Yes 13.26 No Yes Fiber Optic 76 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 103.15 6895.5 0 0 888.42 7783.92 Stayed 5696-EXCYS Male 50 No 0 Hood 95639 38.375325 -121.507935 0 17 Offer D Yes 39.34 No No Two Year No Credit Card 19.45 369.05 0 0 668.78 1037.83 Stayed 5696-JVVQY Female 56 Yes 3 Davis 95616 38.508735 -121.678813 1 48 Offer B Yes 4.45 No Yes DSL 57 Yes Yes Yes No No Yes Yes No Two Year Yes Credit Card 70.1 3238.4 0 30 213.6 3482 Stayed 5696-QURRL Male 31 No 0 Waterford 95386 37.669516 -120.626964 0 1 None Yes 13.84 No Yes DSL 26 No No No No No No No No Month-to-Month Yes Credit Card -5 45.05 0 70 13.84 128.89 Churned Dissatisfaction Network reliability 5697-GOMBF Female 75 Yes 3 Julian 92036 32.980678 -116.262854 3 28 None No Yes DSL 58 No No No No Yes No No No One Year Yes Bank Withdrawal 35.9 973.65 0 40 0 1013.65 Stayed 5698-BQJOH Female 41 No 2 Beverly Hills 90211 34.063947 -118.383001 0 9 None Yes 27.21 Yes Yes Fiber Optic 29 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 94.4 857.25 0 0 244.89 1102.14 Churned Price Price too high 5699-BNCAS Male 79 No 0 Valley Center 92082 33.25283 -116.986079 0 71 Offer A Yes 4.75 Yes No Two Year Yes Credit Card 24.65 1766.75 0 0 337.25 2104 Stayed 5701-GUXDC Female 24 Yes 0 El Centro 92243 32.770393 -115.60915 4 26 None No Yes DSL 51 Yes No Yes No No No No Yes One Year No Credit Card 35.4 978.6 0 0 0 978.6 Stayed 5701-SVCWR Female 45 No 1 Laguna Niguel 92677 33.529047 -117.701175 0 1 Offer E Yes 32.95 Yes No Month-to-Month No Credit Card 24 24 0 0 32.95 56.95 Joined 5701-YVSVF Female 68 Yes 0 Fallbrook 92028 33.362575 -117.299644 9 11 Offer D Yes 29.15 No Yes Fiber Optic 2 No No No Yes Yes No No Yes One Year Yes Bank Withdrawal 82.9 880.05 0 0 320.65 1200.7 Stayed 5701-ZIKJE Male 28 No 0 Redcrest 95569 40.363446 -123.835041 0 13 Offer D Yes 33.95 No Yes DSL 59 No No No Yes No No Yes Yes Month-to-Month Yes Credit Card 50.55 610.75 0 0 441.35 1052.1 Stayed 5702-KVQRD Male 34 Yes 0 Topaz 96133 38.636052 -119.489162 2 71 Offer A Yes 28.21 No Yes DSL 19 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 82.55 5832.65 0 0 2002.91 7835.56 Stayed 5702-SKUOB Female 34 Yes 0 Fresno 93722 36.78979 -119.929894 1 4 None Yes 29.14 No No Month-to-Month No Credit Card 19.6 93.45 0 0 116.56 210.01 Stayed 5707-ORNDZ Male 79 No 0 Yuba City 95993 39.075694 -121.70606 0 9 Offer E Yes 2.45 Yes Yes DSL 7 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 54.55 494.05 0 0 22.05 516.1 Churned Dissatisfaction Network reliability 5707-ZMDJP Male 61 Yes 2 Norwalk 90650 33.905963 -118.08263 3 53 None Yes 31.69 No Yes DSL 16 Yes Yes No Yes Yes No No Yes Two Year Yes Credit Card 69.7 3729.6 0 0 1679.57 5409.17 Stayed 5708-EVONK Female 37 Yes 0 Cassel 96016 40.936285 -121.572692 1 58 None Yes 3.65 Yes Yes Fiber Optic 20 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.4 5435.6 0 0 211.7 5647.3 Churned Other Don't know 5709-LVOEQ Female 40 Yes 0 San Mateo 94401 37.590421 -122.306467 8 10 None Yes 31.09 No Yes DSL 5 Yes Yes Yes No Yes Yes Yes Yes Two Year No Mailed Check 80.85 808.5 0 0 310.9 1119.4 Stayed 5712-AHQNN Female 36 No 0 Whittier 90601 34.007353 -118.033683 0 43 None Yes 26.55 No Yes Fiber Optic 12 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 91.65 3954.1 0 0 1141.65 5095.75 Stayed 5712-PTIWW Male 46 No 0 Mcarthur 96056 41.10831 -121.360362 0 2 Offer E Yes 16.14 No Yes Fiber Optic 2 No No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 79.85 152.45 0 0 32.28 184.73 Churned Dissatisfaction Service dissatisfaction 5712-VBOXD Female 53 No 0 Santa Barbara 93108 34.457541 -119.631072 0 4 Offer E Yes 1.3 No No Month-to-Month Yes Credit Card 20.15 68.45 0 0 5.2 73.65 Stayed 5716-EZXZN Female 56 Yes 0 Surfside 90743 33.728273 -118.085304 5 65 None Yes 13.2 Yes Yes Fiber Optic 13 Yes Yes No Yes Yes No No Yes Two Year Yes Credit Card 99.05 6416.7 0 0 858 7274.7 Stayed 5716-LIBJC Female 29 No 2 Winton 95388 37.421299 -120.599587 0 13 Offer D Yes 11.99 Yes Yes Fiber Optic 27 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 104.15 1299.1 2.76 0 155.87 1452.21 Stayed 5724-BIDBU Male 29 Yes 0 Penn Valley 95946 39.203817 -121.19584 3 49 None Yes 42.19 Yes Yes Cable 52 Yes No No No No No No Yes One Year Yes Bank Withdrawal 55.35 2633.95 0 0 2067.31 4701.26 Stayed 5726-CVNYA Female 44 Yes 0 Cutler 93615 36.497895 -119.285484 8 8 Offer E Yes 17.09 No No Two Year Yes Credit Card 19.85 146.6 0 0 136.72 283.32 Stayed 5727-MYATE Male 64 Yes 2 Van Nuys 91405 34.202494 -118.448048 1 72 Offer A Yes 20.63 Yes Yes DSL 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 90.8 6397.6 0 0 1485.36 7882.96 Stayed 5729-KLZAR Female 22 Yes 0 Sacramento 95817 38.550722 -121.457314 1 4 Offer E Yes 44.28 No Yes Fiber Optic 59 No No No No No Yes Yes No Month-to-Month No Bank Withdrawal 80.85 302.75 0 40 177.12 519.87 Churned Competitor Competitor had better devices 5730-DBDSI Male 50 No 0 June Lake 93529 37.730269 -119.055813 0 66 Offer A Yes 45.54 No No Two Year No Bank Withdrawal 19.7 1253.8 0 0 3005.64 4259.44 Stayed 5730-RIITO Female 73 No 0 Willows 95988 39.493991 -122.286363 0 43 None No Yes DSL 18 Yes Yes No No No No No No Two Year Yes Credit Card 33.45 1500.25 0 40 0 1540.25 Stayed 5732-IKGQH Male 79 Yes 0 Camarillo 93012 34.205504 -118.993111 5 52 None Yes 39 No Yes Fiber Optic 11 Yes No Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 104.45 5481.25 0 0 2028 7509.25 Stayed 5734-EJKXG Female 25 No 0 Goodyears Bar 95944 39.564113 -120.868836 0 61 Offer B Yes 38.78 Yes Yes Fiber Optic 42 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 118.6 7365.7 0 0 2365.58 9731.28 Stayed 5736-YEJAX Male 23 No 0 Hemet 92543 33.739415 -116.968339 0 69 Offer A Yes 26.45 Yes Yes DSL 46 Yes Yes Yes Yes Yes No No No Two Year Yes Credit Card 79.45 5502.55 0 80 1825.05 7407.6 Stayed 5740-YHGTW Male 62 Yes 3 Los Angeles 90041 34.137412 -118.207607 8 70 None Yes 32.38 Yes Yes Fiber Optic 53 Yes Yes No No Yes No No Yes Month-to-Month Yes Credit Card 97.55 6669.05 0 0 2266.6 8935.65 Stayed 5743-KHMNA Male 43 No 0 Berkeley 94705 37.858898 -122.240512 0 71 None Yes 39.08 Yes No Two Year No Bank Withdrawal 25.55 1898.1 0 0 2774.68 4672.78 Stayed 5747-PMBSQ Male 72 Yes 0 San Diego 92126 32.886925 -117.152162 1 10 None Yes 11.12 No Yes Fiber Optic 30 No Yes Yes Yes Yes No No No Month-to-Month Yes Credit Card 92.5 934.1 0 100 111.2 1145.3 Churned Competitor Competitor made better offer 5748-RNCJT Male 58 No 0 Sacramento 95820 38.53508 -121.444144 0 69 Offer A Yes 26.88 Yes Yes Fiber Optic 11 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 106.5 7348.8 0 0 1854.72 9203.52 Churned Competitor Competitor offered higher download speeds 5751-USDBL Male 37 Yes 1 Soda Springs 95728 39.279068 -120.414275 1 46 None Yes 45.95 No Yes Cable 10 Yes No Yes Yes Yes Yes Yes Yes Two Year No Mailed Check 81 3846.35 0 0 2113.7 5960.05 Stayed 5753-QQWPW Female 57 No 0 Aliso Viejo 92656 33.571259 -117.731917 0 28 Offer C Yes 11.32 No Yes DSL 11 Yes Yes No Yes No No No Yes One Year Yes Bank Withdrawal 59.9 1654.7 0 0 316.96 1971.66 Stayed 5756-JYOJT Female 55 No 0 Santa Ana 92706 33.765893 -117.881533 0 11 None Yes 5 No Yes Cable 23 No No Yes Yes No Yes Yes Yes One Year No Credit Card 64.9 697.25 0 0 55 752.25 Stayed 5756-OZRIO Male 73 Yes 0 Riverside 92504 33.9108 -117.398153 9 61 None Yes 34.24 Yes Yes DSL 20 No Yes No No No Yes Yes Yes One Year No Bank Withdrawal 64.05 3902.6 0 0 2088.64 5991.24 Stayed 5759-RCVCB Female 20 No 0 Orange 92869 33.792791 -117.789749 0 3 Offer E No Yes DSL 30 No No No No Yes No No Yes Month-to-Month No Credit Card 35.2 108.95 0 0 0 108.95 Churned Competitor Competitor had better devices 5760-FXFVO Male 55 No 0 Pleasant Grove 95668 38.833554 -121.498102 0 6 Offer E Yes 29.52 No Yes Fiber Optic 28 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 78.95 494.95 0 0 177.12 672.07 Stayed 5760-IFJOZ Male 57 No 0 Richgrove 93261 35.809921 -119.127437 0 3 None Yes 47.5 Yes Yes Fiber Optic 22 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Mailed Check 107.95 313.6 0 0 142.5 456.1 Joined 5760-WRAHC Female 78 No 0 Fontana 92336 34.136367 -117.460803 0 22 Offer D Yes 49.98 No Yes DSL 28 Yes No Yes Yes No Yes Yes Yes One Year Yes Mailed Check 69.75 1545.4 0 0 1099.56 2644.96 Stayed 5762-TJXGK Female 40 No 0 Wheatland 95692 39.043387 -121.409837 0 52 Offer B No Yes DSL 19 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 58.75 3038.55 0 0 0 3038.55 Stayed 5766-FTRTS Male 35 Yes 0 El Segundo 90245 33.917145 -118.401554 8 72 Offer A Yes 35.06 No Yes DSL 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 84.45 6033.1 0 0 2524.32 8557.42 Stayed 5766-XQXMQ Female 45 No 0 Princeton 95970 39.424957 -122.039307 0 29 None Yes 1.02 No Yes DSL 19 Yes Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 68.85 1970.5 0 0 29.58 2000.08 Churned Competitor Competitor made better offer 5766-ZJYBB Male 52 No 0 Brisbane 94005 37.684694 -122.40712 0 1 None Yes 3.14 No No Month-to-Month No Mailed Check -8 19.4 0 0 3.14 22.54 Churned Dissatisfaction Service dissatisfaction 5774-QPLTF Male 40 Yes 2 El Nido 95317 37.127386 -120.506422 9 50 None Yes 26.98 No No One Year Yes Credit Card 20.35 938.95 0 0 1349 2287.95 Stayed 5774-XZTQC Female 30 Yes 1 Lakewood 90715 33.841027 -118.078097 3 7 Offer E Yes 5.84 No No Month-to-Month No Credit Card 20.45 150.75 0 0 40.88 191.63 Stayed 5777-KJIRB Female 61 No 0 Weimar 95736 39.00978 -120.978273 0 40 None Yes 23.28 No Yes Cable 6 No No Yes No No No No Yes One Year Yes Credit Card 50.25 2023.55 0 0 931.2 2954.75 Stayed 5777-ZPQNC Female 35 No 0 Covina 91724 34.08111 -117.853935 0 12 Offer D Yes 26.67 No No One Year No Bank Withdrawal 20.15 260.7 0 0 320.04 580.74 Stayed 5778-BVOFB Female 33 No 0 Escondido 92027 33.141265 -116.967221 0 9 Offer E Yes 39.19 No Yes Cable 20 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 59.5 530.05 0 0 352.71 882.76 Stayed 5780-INQIK Female 52 No 0 San Mateo 94401 37.590421 -122.306467 0 8 None Yes 20.9 No Yes DSL 6 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 49.4 408.25 0 0 167.2 575.45 Stayed 5781-BKHOP Female 48 Yes 0 Richmond 94801 37.945288 -122.383941 10 72 Offer A Yes 41.68 Yes Yes Fiber Optic 28 Yes Yes Yes No Yes No No Yes Two Year No Bank Withdrawal 100.65 7334.05 0 0 3000.96 10335.01 Stayed 5781-RFZRP Male 34 Yes 0 Ladera Ranch 92694 33.569186 -117.640055 7 71 None Yes 34.39 Yes Yes DSL 5 Yes Yes No Yes Yes No No Yes Two Year No Credit Card 73.5 5357.75 0 0 2441.69 7799.44 Stayed 5787-KXGIY Male 54 Yes 0 Palo Alto 94303 37.45809 -122.115398 3 72 None Yes 2.61 No No Two Year No Credit Card 19.3 1304.8 0 0 187.92 1492.72 Stayed 5788-YPOEG Female 41 Yes 2 Pebble Beach 93953 36.587497 -121.944815 9 34 Offer C Yes 9.09 No Yes DSL 16 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 84.75 2839.45 0 0 309.06 3148.51 Stayed 5789-LDFXO Male 60 No 0 Baker 92309 35.28952 -116.092214 0 24 Offer C Yes 47.33 Yes No One Year No Bank Withdrawal 24.6 592.65 0 0 1135.92 1728.57 Stayed 5791-KAJFD Female 58 Yes 0 Newport Beach 92662 33.606336 -117.893042 2 56 None Yes 42.86 Yes Yes DSL 8 Yes No Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 68.75 3808 0 0 2400.16 6208.16 Stayed 5792-JALQC Female 78 No 0 San Rafael 94901 37.972662 -122.491452 0 52 Offer B Yes 34 Yes Yes DSL 3 Yes No Yes No No No No Yes Two Year No Bank Withdrawal 59.85 3103.25 19.16 0 1768 4852.09 Stayed 5793-YOLJN Female 53 Yes 3 Oro Grande 92368 34.647959 -117.296957 8 55 Offer B Yes 38.51 No No Two Year No Credit Card 21 1210.3 0 0 2118.05 3328.35 Stayed 5795-BKOYE Female 47 Yes 1 Sacramento 95837 38.691607 -121.602284 5 69 Offer A Yes 14.48 No Yes DSL 19 No Yes Yes Yes No No No Yes One Year No Bank Withdrawal 59.1 4134.7 0 0 999.12 5133.82 Stayed 5795-KTGUD Female 61 Yes 0 Ione 95640 38.33788 -120.954202 2 68 Offer A Yes 46.7 Yes Yes Fiber Optic 14 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.8 7553.6 0 0 3175.6 10729.2 Stayed 5797-APWZC Female 41 No 0 San Francisco 94105 37.789168 -122.395009 0 1 Offer E Yes 31.68 No Yes Fiber Optic 22 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 90.6 90.6 0 0 31.68 122.28 Churned Competitor Competitor offered higher download speeds 5799-JRCZO Female 48 No 1 North San Juan 95960 39.423046 -120.984472 0 63 None Yes 24.32 No No Two Year No Credit Card 19.5 1215.1 0 0 1532.16 2747.26 Stayed 5802-ADBRC Female 57 Yes 0 San Juan Capistrano 92675 33.521447 -117.602555 7 50 Offer B Yes 20.79 Yes Yes Fiber Optic 7 Yes No Yes No Yes Yes Yes Yes One Year Yes Mailed Check 104.4 5232.9 0 0 1039.5 6272.4 Stayed 5803-NQJZO Male 46 Yes 0 Bakersfield 93305 35.391733 -118.984109 1 72 None Yes 15.52 Yes Yes Cable 6 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal 67.8 4804.65 0 0 1117.44 5922.09 Stayed 5804-HYIEZ Male 40 Yes 1 Winterhaven 92283 32.852947 -114.850784 1 70 Offer A Yes 40.28 Yes Yes Fiber Optic 13 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.05 7554.05 0 0 2819.6 10373.65 Stayed 5804-JMYIO Female 40 Yes 3 Glencoe 95232 38.358464 -120.579304 6 39 Offer C Yes 15.91 No No Two Year No Credit Card 19.75 757.95 0 0 620.49 1378.44 Stayed 5804-LEPIM Female 74 No 0 San Diego 92122 32.85723 -117.209774 0 2 Offer E Yes 13.17 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.35 139.05 0 0 26.34 165.39 Churned Other Don't know 5808-TOTXO Female 37 No 2 Oakland 94605 37.758019 -122.138678 0 3 None Yes 11.27 No No One Year Yes Credit Card 20.55 57.4 0 0 33.81 91.21 Joined 5811-IWXYM Female 20 Yes 1 Napa 94558 38.489789 -122.27011 1 52 Offer B Yes 44.79 Yes Yes Fiber Optic 52 No No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 101.25 5301.1 0 0 2329.08 7630.18 Stayed 5813-UECBU Male 78 No 0 Bridgeville 95526 40.372532 -123.525626 0 33 None Yes 38.53 Yes Yes Fiber Optic 2 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 83.85 2716.3 0 0 1271.49 3987.79 Churned Competitor Competitor made better offer 5815-HGGHV Male 45 Yes 0 Witter Springs 95493 39.222323 -122.985488 3 20 Offer D Yes 33.78 No Yes DSL 18 Yes No No Yes No Yes Yes No One Year Yes Credit Card 64.15 1274.45 0 100 675.6 2050.05 Stayed 5816-JMLGY Female 28 Yes 0 Red Bluff 96080 40.186772 -122.388361 4 70 None Yes 39.78 No Yes DSL 52 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal -4 5717.85 0 0 2784.6 8502.45 Stayed 5816-QVHRX Female 26 No 0 San Leandro 94579 37.687264 -122.15728 0 37 None Yes 45.06 Yes Yes Fiber Optic 82 No No No Yes Yes Yes Yes Yes Month-to-Month No Credit Card 100.3 3541.4 0 0 1667.22 5208.62 Stayed 5816-SCGFC Female 73 No 0 Fullerton 92835 33.902211 -117.914922 0 7 None Yes 11.01 No Yes Cable 18 No Yes No No No No No Yes Two Year Yes Credit Card 51.3 419.35 0 0 77.07 496.42 Stayed 5820-PTRYM Female 75 Yes 0 Chula Vista 91913 32.64164 -116.985026 1 56 None Yes 26.82 Yes Yes Cable 18 Yes Yes Yes Yes No No No Yes One Year Yes Credit Card 68.45 4014 0 0 1501.92 5515.92 Stayed 5821-MMEIL Female 43 Yes 0 Nipton 92364 35.478736 -115.516984 6 57 None Yes 44.86 No No Two Year No Bank Withdrawal 19.9 1115.6 0 0 2557.02 3672.62 Stayed 5825-XJOCM Male 39 No 3 Gazelle 96034 41.411315 -122.697236 0 48 None Yes 26.24 Yes Yes Cable 53 Yes Yes Yes No No No No Yes One Year Yes Bank Withdrawal 64.4 3035.35 0 0 1259.52 4294.87 Stayed 5827-MWCZK Male 39 Yes 3 Boonville 95415 39.025867 -123.381544 4 56 Offer B Yes 23.52 Yes Yes Fiber Optic 53 No Yes No Yes Yes No No Yes Month-to-Month Yes Credit Card 96.95 5432.2 0 0 1317.12 6749.32 Stayed 5828-AVIPD Male 29 Yes 0 Sierraville 96126 39.559709 -120.345639 1 19 None Yes 5.93 Yes Yes Fiber Optic 51 No No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 100.95 1875.55 0 0 112.67 1988.22 Churned Dissatisfaction Poor expertise of online support 5828-DWPIL Male 68 Yes 0 Livermore 94550 37.571748 -121.659562 4 62 None Yes 4.76 Yes Yes Fiber Optic 3 Yes Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 89.1 5618.3 0 0 295.12 5913.42 Stayed 5829-NVSQN Female 38 Yes 0 Gonzales 93926 36.52588 -121.396719 3 23 None Yes 31.39 No Yes DSL 29 Yes No Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 68.75 1689.45 0 0 721.97 2411.42 Stayed 5832-EXGTT Male 28 Yes 3 Burbank 91501 34.188339 -118.300942 9 29 None Yes 1.41 No Yes DSL 73 Yes No No No No Yes Yes Yes Month-to-Month Yes Credit Card 60.2 1834.15 0 0 40.89 1875.04 Stayed 5832-TRLPB Male 30 No 0 Milpitas 95035 37.441931 -121.878502 0 29 None Yes 3.69 No Yes Cable 27 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 75.35 2243.9 2.24 0 107.01 2348.67 Stayed 5832-XKAES Male 56 No 0 Sierraville 96126 39.559709 -120.345639 0 2 Offer E Yes 37.72 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Credit Card 69.8 134.7 0 0 75.44 210.14 Churned Other Don't know 5834-ASPWA Male 55 No 0 San Diego 92117 32.825086 -117.199424 0 1 None Yes 11.58 Yes Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.45 75.45 0 0 11.58 87.03 Churned Competitor Competitor made better offer 5835-BEQEU Male 44 No 0 Escondido 92027 33.141265 -116.967221 0 3 None Yes 38.38 Yes Yes Fiber Optic 23 No No No No No No No No Month-to-Month Yes Bank Withdrawal 76.95 228.4 0 10 115.14 353.54 Churned Competitor Competitor made better offer 5837-LXSDN Female 63 Yes 3 Angwin 94508 38.542448 -122.419923 1 21 None Yes 35.72 No Yes Cable 30 No Yes No No Yes No No Yes One Year Yes Credit Card 58.85 1215.45 0 0 750.12 1965.57 Stayed 5839-SUYVZ Male 21 No 0 Orange 92868 33.787796 -117.875928 0 16 None Yes 38.32 No Yes Fiber Optic 82 No No No Yes No No No Yes Month-to-Month Yes Credit Card 74.55 1170.5 0 0 613.12 1783.62 Stayed 5840-NVDCG Female 32 Yes 1 Pacoima 91331 34.255442 -118.421314 10 16 None Yes 20.12 No Yes Cable 30 Yes Yes No Yes No Yes Yes Yes Two Year No Bank Withdrawal 68.25 1114.85 0 0 321.92 1436.77 Stayed 5842-POCOP Female 37 Yes 0 Randsburg 93554 35.405722 -117.773354 1 5 None Yes 41.57 No Yes Cable 27 Yes No Yes No No Yes Yes Yes Month-to-Month Yes Mailed Check 88.9 454.15 0 0 207.85 662 Churned Competitor Competitor offered higher download speeds 5843-TTHGI Female 30 No 0 Sunnyvale 94086 37.378541 -122.020456 0 18 None Yes 17.33 No Yes DSL 69 No No Yes No No No No No Month-to-Month Yes Credit Card 50 892.7 0 50 311.94 1254.64 Stayed 5844-QVTAT Female 24 Yes 0 Irvine 92620 33.716136 -117.752574 8 33 Offer C Yes 8.79 No Yes Cable 27 Yes Yes Yes No No No No Yes One Year Yes Credit Card 58.45 1955.4 0 0 290.07 2245.47 Stayed 5845-BZZIB Male 37 Yes 3 Frazier Park 93222 34.907911 -119.234281 7 35 None Yes 11.75 No No Two Year No Credit Card 20.1 655.3 38.61 0 411.25 1027.94 Stayed 5846-ABOBJ Male 24 Yes 0 Los Angeles 90034 34.030578 -118.399613 2 71 None Yes 33.61 Yes No Two Year No Bank Withdrawal 24.45 1730.65 0 0 2386.31 4116.96 Stayed 5846-NEQVZ Male 19 Yes 0 Mission Viejo 92691 33.611945 -117.665867 3 71 None Yes 2.43 No Yes Cable 58 Yes No Yes Yes No Yes Yes Yes Two Year Yes Credit Card 70.85 4973.4 0 0 172.53 5145.93 Stayed 5846-QFDFI Female 21 Yes 1 Pine Valley 91962 32.800671 -116.483363 6 33 Offer C Yes 11.01 Yes Yes Fiber Optic 73 No Yes Yes Yes No No Yes Yes Month-to-Month No Credit Card 88.6 2888.7 0 0 363.33 3252.03 Stayed 5847-MXBEO Male 42 No 0 Helm 93627 36.520537 -120.118055 0 22 Offer D Yes 10.36 No No One Year No Credit Card 20.3 475.1 0 0 227.92 703.02 Stayed 5848-FHRFC Female 49 No 0 Santa Monica 90405 34.005439 -118.477507 0 68 Offer A Yes 2.83 No No Two Year No Bank Withdrawal 20.05 1386.9 0 0 192.44 1579.34 Stayed 5849-ASHZJ Male 26 No 3 Palo Alto 94306 37.416159 -122.131337 0 27 None Yes 17.3 No No One Year No Credit Card 20.05 552.9 0 0 467.1 1020 Stayed 5850-BDWCY Female 64 No 0 Los Angeles 90045 33.954017 -118.402447 0 6 Offer E Yes 43.18 No No Month-to-Month No Credit Card 20.2 123.65 0 0 259.08 382.73 Stayed 5854-KSRBJ Male 31 Yes 1 San Clemente 92673 33.4725 -117.584273 10 70 Offer A Yes 9.33 Yes No Two Year No Credit Card 25.4 1782.05 0 0 653.1 2435.15 Stayed 5855-EIBDE Female 35 Yes 0 Orangevale 95662 38.689174 -121.218435 10 49 None Yes 40.67 Yes Yes Fiber Optic 12 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 106.65 5174.35 0 0 1992.83 7167.18 Stayed 5857-TYBCJ Male 72 Yes 0 Dixon 95620 38.392821 -121.799917 6 44 Offer B Yes 14.65 Yes Yes Fiber Optic 30 No No Yes No Yes No No Yes Two Year Yes Bank Withdrawal 89.2 4040.2 0 0 644.6 4684.8 Stayed 5857-XRECV Female 44 No 3 Manteca 95336 37.830267 -121.201018 0 2 None Yes 31.01 No No One Year No Bank Withdrawal 20.5 38.25 0 0 62.02 100.27 Joined 5858-EAFCZ Male 45 No 0 Rialto 92377 34.156758 -117.404686 0 1 None Yes 23.34 No Yes DSL 16 No No No No No No No Yes Month-to-Month No Credit Card 44.45 44.45 0 0 23.34 67.79 Joined 5859-HZYLF Male 45 Yes 2 San Jose 95133 37.371862 -121.860349 9 26 None Yes 43.84 No No Two Year Yes Credit Card 19.15 515.75 0 0 1139.84 1655.59 Stayed 5862-BRIXZ Male 33 No 0 Santa Maria 93458 34.95934 -120.490081 0 46 Offer B No Yes DSL 13 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 60.75 2893.4 0 0 0 2893.4 Stayed 5863-OOKCL Female 60 No 0 Cayucos 93430 35.511833 -120.918713 0 10 Offer D Yes 41.04 No No Month-to-Month No Credit Card 18.85 163.2 0 0 410.4 573.6 Stayed 5868-CZJDR Male 41 No 0 Linden 95236 38.047746 -121.030499 0 1 Offer E No Yes DSL 6 No Yes No No No No No No Month-to-Month Yes Mailed Check 31.35 31.35 0 80 0 111.35 Churned Attitude Attitude of service provider 5868-YTYKS Male 21 No 2 Davenport 95017 37.114335 -122.237162 0 1 Offer E Yes 47.25 No No Month-to-Month Yes Credit Card 20.25 20.25 0 0 47.25 67.5 Joined 5868-YWPDW Male 76 Yes 0 Sherman Oaks 91423 34.146957 -118.432138 1 6 None Yes 40.44 No Yes Fiber Optic 25 No Yes No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 84.2 519.15 0 0 242.64 761.79 Churned Dissatisfaction Limited range of services 5871-DGTXZ Male 55 No 0 River Pines 95675 38.545775 -120.743325 0 32 Offer C Yes 41.52 No No One Year No Credit Card 19.8 607.7 0 0 1328.64 1936.34 Stayed 5872-OEQNH Female 29 No 0 Carmichael 95608 38.626128 -121.328011 0 60 Offer B No Yes DSL 73 Yes No Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 44.45 2773.9 0 0 0 2773.9 Stayed 5875-YPQFJ Male 51 No 0 Fremont 94555 37.555473 -122.080312 0 1 Offer E Yes 45.66 No Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.9 69.9 0 0 45.66 115.56 Churned Competitor Competitor offered higher download speeds 5876-HZVZM Female 55 Yes 3 West Covina 91792 34.024405 -117.898722 1 6 Offer E Yes 14.51 No Yes Cable 20 Yes Yes No No No No No No Month-to-Month No Credit Card 55.9 365.35 0 30 87.06 482.41 Churned Attitude Attitude of service provider 5876-QMYLD Female 44 Yes 0 Earp 92242 34.137742 -114.36514 10 23 None Yes 17.82 No No One Year No Credit Card 20.05 415.1 0 0 409.86 824.96 Stayed 5879-HMFFH Female 49 Yes 0 Cassel 96016 40.936285 -121.572692 1 72 None Yes 38.28 Yes Yes DSL 24 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 88.05 6520.8 29.11 0 2756.16 9247.85 Stayed 5879-SESNB Female 34 No 0 Moraga 94556 37.827946 -122.107185 0 11 Offer D Yes 33.79 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month No Bank Withdrawal 75.25 888.65 0 0 371.69 1260.34 Stayed 5882-CMAZQ Female 52 Yes 2 National City 91950 32.67102 -117.095235 9 5 None No Yes DSL 19 No Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 34.25 163.55 0 0 0 163.55 Stayed 5883-GTGVD Male 54 No 0 Biola 93606 36.798882 -120.019511 0 19 Offer D Yes 2.19 Yes Yes Fiber Optic 18 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.95 1931.75 0 0 41.61 1973.36 Churned Competitor Competitor had better devices 5884-FBCTL Female 43 Yes 2 Shafter 93263 35.490705 -119.286833 4 72 None Yes 35.62 Yes No Two Year No Bank Withdrawal 25.1 1857.85 0 0 2564.64 4422.49 Stayed 5884-GCYMI Male 62 No 0 San Diego 92130 32.957195 -117.202542 0 1 Offer E Yes 38.53 No Yes Fiber Optic 20 No No No No No No No Yes Month-to-Month No Mailed Check 69.4 69.4 0 0 38.53 107.93 Churned Competitor Competitor made better offer 5886-VLQVU Male 30 Yes 0 Grand Terrace 92313 34.029175 -117.307211 0 35 None Yes 24.83 Yes Yes Fiber Optic 51 No No No Yes No Yes Yes No Month-to-Month Yes Bank Withdrawal 89.85 3161.2 0 20 869.05 4050.25 Stayed 5887-IKKYO Male 54 Yes 2 Pomona 91768 34.067932 -117.785168 2 58 Offer B Yes 5.01 Yes Yes Fiber Optic 23 No No Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 94.35 5563.65 0 0 290.58 5854.23 Stayed 5889-JTMUL Female 67 Yes 0 Castaic 91384 34.506627 -118.699048 1 50 Offer B Yes 31.56 Yes Yes Fiber Optic 4 No Yes Yes No Yes No No No Month-to-Month Yes Bank Withdrawal 95.05 4888.7 0 50 1578 6516.7 Churned Price Price too high 5889-LFOLL Female 27 No 0 Canby 96015 41.486953 -120.913975 0 13 Offer D Yes 35.96 Yes Yes Fiber Optic 42 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.6 1115.2 0 0 467.48 1582.68 Churned Competitor Competitor offered more data 5893-KCLGT Female 56 No 2 Sunland 91040 34.282704 -118.312929 0 72 None Yes 15.21 No No Two Year Yes Credit Card 19.75 1567 25.98 0 1095.12 2636.14 Stayed 5893-PYOLZ Male 55 No 0 San Leandro 94578 37.704384 -122.126703 0 56 Offer B Yes 49.36 No Yes DSL 21 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 81.8 4534.45 0 0 2764.16 7298.61 Stayed 5895-QSXOD Male 42 No 0 Alleghany 95910 39.467828 -120.841386 0 9 None Yes 48.25 No Yes Fiber Optic 24 No No No No No No No Yes Month-to-Month No Credit Card 70.05 657.5 0 0 434.25 1091.75 Stayed 5896-NPFWW Male 23 Yes 0 San Diego 92129 32.961064 -117.134917 1 3 None Yes 13.54 No Yes Cable 51 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 50.15 168.15 0 0 40.62 208.77 Churned Competitor Competitor made better offer 5897-ZYEKH Female 74 Yes 0 Lincoln 95648 38.922812 -121.312005 3 67 None Yes 11.91 Yes Yes Fiber Optic 10 Yes Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.6 7112.15 0 0 797.97 7910.12 Stayed 5898-IGSLP Male 37 Yes 3 Mountain View 94041 37.388349 -122.075299 1 31 Offer C Yes 20.76 Yes Yes Fiber Optic 57 Yes No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 89.3 2823 0 0 643.56 3466.56 Stayed 5899-MQZZL Female 25 No 0 San Ysidro 92173 32.555828 -117.040073 0 13 Offer D Yes 6.03 Yes Yes Fiber Optic 48 No No No No No No Yes Yes Month-to-Month Yes Mailed Check 75 999.45 0 0 78.39 1077.84 Churned Competitor Competitor offered higher download speeds 5899-OUVKV Male 56 No 0 Sacramento 95821 38.625096 -121.383658 0 31 None Yes 45.92 No Yes Fiber Optic 18 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.5 2979.2 0 0 1423.52 4402.72 Stayed 5902-WBLSE Female 32 Yes 1 Bonita 91902 32.67117 -117.00232 0 70 None Yes 26.85 No No Two Year Yes Credit Card 20.15 1411.2 0 0 1879.5 3290.7 Stayed 5906-BFOZT Male 54 No 0 Loleta 95551 40.665952 -124.240051 0 1 None Yes 8.02 No No Month-to-Month Yes Credit Card 19.5 19.5 0 0 8.02 27.52 Joined 5906-CVLHP Female 60 Yes 0 Rowland Heights 91748 33.976753 -117.897367 1 45 None Yes 42.04 No Yes Cable 26 No Yes No Yes No No No Yes One Year Yes Credit Card 54.15 2319.8 0 0 1891.8 4211.6 Churned Attitude Attitude of service provider 5906-DVAPM Female 27 Yes 2 Meridian 95957 39.068071 -121.832638 7 55 None Yes 33.5 Yes Yes DSL 51 Yes Yes No Yes Yes No No Yes One Year Yes Credit Card 75 4213.9 0 0 1842.5 6056.4 Stayed 5908-QMGOE Male 74 No 0 Fowler 93625 36.625792 -119.672483 0 15 None Yes 23.53 Yes Yes Fiber Optic 9 No No No No No No No Yes Month-to-Month Yes Credit Card 74.2 1133.9 43.31 0 352.95 1443.54 Churned Competitor Competitor had better devices 5909-ECHUI Female 49 No 0 Oak Run 96069 40.689243 -122.037023 0 1 None Yes 26.14 No Yes DSL 22 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 56.25 56.25 0 0 26.14 82.39 Churned Price Lack of affordable download/upload speed 5913-INRQV Male 71 Yes 0 Upland 91786 34.105493 -117.660934 7 34 None Yes 26.49 No Yes Fiber Optic 18 Yes No No Yes Yes No No Yes One Year No Credit Card 90.15 3128.8 0 0 900.66 4029.46 Stayed 5914-DVBWJ Female 80 No 0 Riverside 92508 33.885499 -117.324959 0 18 None Yes 2.36 Yes Yes Fiber Optic 21 No Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 85.45 1505.85 0 0 42.48 1548.33 Churned Competitor Competitor offered more data 5914-GXMDA Female 42 Yes 0 Lamont 93241 35.245035 -118.905553 1 32 None Yes 45.26 No No One Year No Credit Card 19.3 593.2 0 0 1448.32 2041.52 Stayed 5914-XRFQB Male 58 Yes 0 Caspar 95420 39.361283 -123.784599 0 72 None Yes 43.12 Yes Yes Fiber Optic 6 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 115.8 8424.9 0 0 3104.64 11529.54 Stayed 5915-ANOEI Male 40 Yes 0 Corcoran 93212 36.04533 -119.532424 1 70 None Yes 39.35 Yes Yes DSL 2 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 79.15 5536.5 0 0 2754.5 8291 Stayed 5915-DGNVC Female 47 Yes 0 Cambria 93428 35.591387 -121.032256 9 49 Offer B Yes 25.1 Yes Yes DSL 30 Yes Yes Yes No No Yes Yes Yes One Year No Bank Withdrawal 71.8 3472.05 0 0 1229.9 4701.95 Stayed 5916-QEWPT Female 61 Yes 0 Valley Village 91607 34.165783 -118.399795 1 2 Offer E Yes 27.41 No Yes Cable 23 No No Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 69 147.8 0 0 54.82 202.62 Joined 5917-HBSDW Female 20 Yes 2 Mill Valley 94941 37.901371 -122.572024 1 37 None Yes 2.68 No No Month-to-Month No Bank Withdrawal 19.35 683.75 0 0 99.16 782.91 Stayed 5917-RYRMG Male 79 No 0 Jolon 93928 35.930782 -121.189757 0 32 None Yes 25.89 No No One Year No Credit Card 19.8 587.7 0 0 828.48 1416.18 Stayed 5918-VUKWP Female 61 No 0 Pasadena 91104 34.165383 -118.123752 0 32 Offer C Yes 35.97 No No One Year No Bank Withdrawal 20.55 654.55 0 0 1151.04 1805.59 Stayed 5919-TMRGD Female 32 No 3 Huntington Park 90255 33.97803 -118.217141 0 1 None Yes 13.13 No Yes Fiber Optic 57 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.35 79.35 0 0 13.13 92.48 Churned Competitor Competitor had better devices 5919-VCZYM Male 19 No 0 Santa Ana 92707 33.714829 -117.872941 0 2 None Yes 40.28 No No Month-to-Month No Credit Card 20.05 42.7 0 0 80.56 123.26 Joined 5921-NGYRH Male 40 Yes 0 Stonyford 95979 39.288127 -122.415841 0 64 Offer B Yes 48.41 No Yes Fiber Optic 22 Yes No No No No No No Yes Month-to-Month Yes Credit Card 73.55 4764 21.9 0 3098.24 7840.34 Stayed 5922-ABDVO Female 20 Yes 0 Seal Beach 90740 33.75462 -118.071128 1 19 Offer D Yes 21.71 Yes Yes Fiber Optic 47 No No Yes No No Yes Yes No Month-to-Month No Credit Card 89.65 1761.05 0 80 412.49 2253.54 Churned Attitude Attitude of support person 5923-GXUOC Male 37 No 0 Fallbrook 92028 33.362575 -117.299644 0 10 None Yes 8.38 No Yes Fiber Optic 2 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.4 1081.45 0 0 83.8 1165.25 Churned Competitor Competitor made better offer 5924-IFQTT Male 33 Yes 2 Crescent Mills 95934 40.080342 -120.957805 4 13 None Yes 13.77 Yes Yes DSL 23 No Yes Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 72.8 930.05 0 0 179.01 1109.06 Stayed 5924-SNGKP Female 39 No 0 Solana Beach 92075 33.001813 -117.263628 0 41 None Yes 6.61 No No One Year Yes Credit Card 20.25 865 46.78 0 271.01 1089.23 Stayed 5928-QLDHB Male 48 No 0 San Fernando 91340 34.286131 -118.435969 0 9 None Yes 34.75 Yes Yes Fiber Optic 3 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.25 684.85 0 0 312.75 997.6 Stayed 5930-GBIWP Male 46 No 0 Doyle 96109 40.012675 -120.101857 0 69 None Yes 3.24 Yes Yes Cable 26 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 81.5 5553.25 0 0 223.56 5776.81 Stayed 5931-FLJJF Male 75 Yes 0 Midway City 92655 33.744439 -117.98588 1 7 None Yes 16.05 No Yes Fiber Optic 22 No No No No No No No Yes Month-to-Month Yes Credit Card 70.1 467.55 20.23 0 112.35 559.67 Churned Attitude Attitude of service provider 5934-RMPOV Female 32 No 2 Pescadero 94060 37.22565 -122.297533 0 22 Offer D Yes 33.73 Yes Yes Fiber Optic 19 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.75 1816.75 0 0 742.06 2558.81 Stayed 5934-TSSAU Female 51 Yes 3 Landers 92285 34.341737 -116.539416 6 23 Offer D Yes 48.73 No Yes Fiber Optic 75 No No Yes No No No No Yes Month-to-Month Yes Credit Card 75.3 1702.9 0 0 1120.79 2823.69 Stayed 5935-FCCNB Female 79 No 0 Downey 90242 33.921793 -118.140588 0 17 None Yes 32.19 Yes Yes Fiber Optic 11 No No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal -6 1608.15 36.4 0 547.23 2118.98 Stayed 5937-EORGB Male 79 Yes 0 Five Points 93624 36.397745 -120.119911 9 15 None Yes 22.83 Yes Yes Fiber Optic 26 Yes No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 96.5 1392.25 0 0 342.45 1734.7 Stayed 5939-SXWHM Male 59 Yes 3 Millville 96062 40.531257 -122.148139 1 48 Offer B Yes 20.73 Yes No Two Year No Bank Withdrawal 26.3 1245.05 0 0 995.04 2240.09 Stayed 5939-XAIXZ Female 54 No 0 Birds Landing 94512 38.140719 -121.838298 0 19 Offer D Yes 36.88 Yes Yes DSL 27 No No Yes No No No No Yes Month-to-Month Yes Credit Card 56.1 1033.9 0 0 700.72 1734.62 Stayed 5940-AHUHD Male 30 No 0 Pomona 91768 34.067932 -117.785168 0 1 Offer E Yes 44.59 No Yes Fiber Optic 41 No No No No No No No Yes Month-to-Month No Credit Card 70.6 70.6 0 0 44.59 115.19 Churned Attitude Attitude of support person 5940-NFXKV Male 59 Yes 0 San Diego 92109 32.787836 -117.232376 1 19 None Yes 14.09 Yes Yes Fiber Optic 25 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 83.65 1465.75 0 130 267.71 1863.46 Churned Competitor Competitor made better offer 5944-UGLLK Male 62 No 0 Cloverdale 95425 38.801936 -122.938935 0 53 Offer B No Yes Cable 17 No No Yes Yes Yes Yes Yes Yes One Year No Credit Card 54.9 3045.75 0 0 0 3045.75 Stayed 5945-AZYHT Male 53 Yes 0 Antioch 94509 37.980057 -121.801599 9 71 Offer A Yes 49.32 Yes Yes Fiber Optic 9 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 109.6 7854.15 0 0 3501.72 11355.87 Stayed 5947-SGKCL Female 19 Yes 3 San Marino 91108 34.122671 -118.112911 6 15 Offer D Yes 4.19 Yes Yes Fiber Optic 59 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.35 1559.25 0 0 62.85 1622.1 Stayed 5948-UJZLF Male 22 No 0 Los Angeles 90049 34.091829 -118.491244 0 2 None Yes 40.75 No Yes DSL 71 No Yes No No No No No Yes Month-to-Month No Credit Card 49.25 97 0 0 81.5 178.5 Joined 5949-EBSQK Male 44 Yes 1 Sunset Beach 90742 33.719221 -118.073596 4 4 None Yes 27.24 No Yes DSL 21 No No No Yes No Yes Yes Yes Month-to-Month No Credit Card 61.45 229.55 0 0 108.96 338.51 Churned Price Price too high 5949-HGVJL Female 35 Yes 0 Mccloud 96057 41.251322 -122.105209 7 26 None Yes 23.31 No Yes DSL 20 No Yes No Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 73.05 1959.5 47.59 50 606.06 2567.97 Stayed 5949-XIKAE Female 32 Yes 0 San Bernardino 92401 34.105935 -117.2914 1 8 None Yes 32.32 No Yes Cable 25 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 83.55 680.05 0 0 258.56 938.61 Churned Dissatisfaction Product dissatisfaction 5950-AAAGJ Male 19 No 0 Playa Del Rey 90293 33.947305 -118.439841 0 18 Offer D Yes 2.26 Yes Yes Fiber Optic 73 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 84.3 1537.9 0 0 40.68 1578.58 Stayed 5951-AOFIH Male 19 No 0 San Jose 95122 37.32886 -121.834567 0 33 None Yes 45.72 No Yes Cable 51 No Yes Yes No Yes No Yes No Month-to-Month Yes Credit Card 66.4 2245.4 0 0 1508.76 3754.16 Stayed 5954-BDFSG Female 40 No 0 West Hollywood 90069 34.093781 -118.381061 0 72 None Yes 9.47 Yes Yes Fiber Optic 21 No No Yes Yes Yes Yes Yes No Two Year Yes Credit Card 107.5 7853.7 0 60 681.84 8595.54 Stayed 5955-EPOAZ Female 40 No 0 Livermore 94550 37.571748 -121.659562 0 6 None Yes 43.19 No No Month-to-Month Yes Credit Card 20.95 109.5 0 0 259.14 368.64 Stayed 5955-ERIHD Male 53 Yes 0 Lakewood 90712 33.840524 -118.148403 1 18 Offer D Yes 31.49 Yes Yes Fiber Optic 20 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.7 1687.95 0 0 566.82 2254.77 Churned Price Long distance charges 5956-VKDTT Female 72 Yes 0 Moreno Valley 92557 33.970661 -117.255039 4 5 Offer E Yes 45.76 Yes Yes Fiber Optic 22 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.35 334.8 0 0 228.8 563.6 Churned Dissatisfaction Product dissatisfaction 5956-YHHRX Male 75 No 0 Pilot Hill 95664 38.803731 -121.043799 0 21 Offer D Yes 24.91 Yes Yes Fiber Optic 17 No Yes Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 104.35 2271.85 0 130 523.11 2924.96 Stayed 5959-BELXA Male 67 No 0 Yucaipa 92399 34.04597 -117.011825 0 32 Offer C Yes 25.45 Yes Yes Fiber Optic 18 No No No No Yes Yes No Yes Month-to-Month Yes Credit Card 96.15 3019.25 0 0 814.4 3833.65 Churned Price Price too high 5960-MVTUK Male 58 No 0 Grenada 96038 41.599978 -122.539381 0 3 Offer E No Yes DSL 18 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 29.75 96.85 0 0 0 96.85 Joined 5960-WPXQM Male 24 No 0 Temecula 92592 33.507255 -117.029473 0 1 None Yes 31.34 No Yes Fiber Optic 52 No No No No Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 79.05 79.05 0 0 31.34 110.39 Churned Competitor Competitor made better offer 5961-VUSRV Female 53 No 0 Sherman Oaks 91403 34.147149 -118.463365 0 12 Offer D Yes 16.72 No No One Year Yes Bank Withdrawal 19.35 219.35 0 0 200.64 419.99 Stayed 5965-GGPRW Male 41 Yes 2 Hayward 94541 37.674002 -122.076796 5 72 Offer A Yes 36.05 Yes Yes Fiber Optic 14 Yes No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 105.25 7609.75 0 0 2595.6 10205.35 Stayed 5966-EMAZU Male 27 Yes 0 Fort Bidwell 96112 41.932207 -120.135941 1 64 Offer B Yes 4.01 Yes Yes Fiber Optic 71 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 108.5 6880.85 0 0 256.64 7137.49 Stayed 5968-HYJRZ Male 28 Yes 2 Kerman 93630 36.727418 -120.123526 3 47 Offer B Yes 15.68 Yes No Two Year No Credit Card 24.55 1160.45 0 0 736.96 1897.41 Stayed 5968-VXZLG Male 45 No 0 Calabasas 91302 34.130861 -118.68346 0 2 None Yes 1.87 No Yes DSL 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 46.6 87.9 0 0 3.74 91.64 Joined 5968-XQIVE Male 32 Yes 0 Temecula 92592 33.507255 -117.029473 2 72 Offer A Yes 11.57 Yes Yes Fiber Optic 18 No Yes No No Yes No No Yes One Year Yes Bank Withdrawal 89.7 6588.95 0 0 833.04 7421.99 Stayed 5970-GHJAW Male 40 Yes 2 Irvine 92612 33.643095 -117.810896 9 46 Offer B Yes 26.12 No No Two Year No Credit Card 19.95 862.4 0 0 1201.52 2063.92 Stayed 5973-EJGDP Male 21 No 0 Palm Springs 92264 33.745746 -116.514215 0 51 Offer B Yes 1.51 Yes Yes Fiber Optic 52 No Yes Yes Yes No No No No Month-to-Month Yes Bank Withdrawal 87.35 4473 0 0 77.01 4550.01 Stayed 5975-BAICR Male 36 Yes 2 Yountville 94599 38.421458 -122.365048 8 36 None Yes 47.45 No Yes DSL 14 Yes No Yes No No Yes Yes Yes One Year Yes Credit Card 63.7 2188.5 0 0 1708.2 3896.7 Stayed 5976-JCJRH Male 36 Yes 0 Danville 94526 37.815459 -121.977203 1 10 Offer D Yes 31.72 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.3 738.2 0 0 317.2 1055.4 Churned Dissatisfaction Limited range of services 5977-CKHON Female 59 Yes 3 Roseville 95678 38.759751 -121.288545 3 43 Offer B Yes 27.49 Yes Yes Fiber Optic 53 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 92.55 4039 0 0 1182.07 5221.07 Stayed 5980-BDHPY Male 48 Yes 0 Wendel 96136 40.345949 -120.081187 5 72 None Yes 12.02 Yes Yes Cable 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal -4 6230.1 0 0 865.44 7095.54 Stayed 5980-NOPLP Female 19 Yes 0 Pasadena 91105 34.13946 -118.166649 4 44 None Yes 11.24 Yes Yes Fiber Optic 59 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.1 4364.1 0 0 494.56 4858.66 Churned Competitor Competitor offered higher download speeds 5981-ITEMU Male 58 Yes 0 Marshall 94940 38.129308 -122.834815 1 40 Offer B Yes 16.33 Yes Yes Fiber Optic 23 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 97.1 3706.95 41.85 0 653.2 4318.3 Churned Competitor Competitor offered more data 5981-ZVXOT Female 72 No 0 San Diego 92131 32.89325 -117.087091 0 35 Offer C Yes 10.73 Yes Yes Fiber Optic 3 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 108.35 3726.15 0 0 375.55 4101.7 Stayed 5982-FPVQN Female 40 Yes 1 Camarillo 93012 34.205504 -118.993111 2 37 None Yes 41.03 Yes Yes Fiber Optic 15 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.15 3532.85 0 0 1518.11 5050.96 Stayed 5982-PSMKW Female 20 Yes 2 North Hollywood 91601 34.1692 -118.372498 1 23 Offer D Yes 27.97 Yes Yes Cable 51 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 91.1 2198.3 0 0 643.31 2841.61 Stayed 5982-XMDEX Female 42 No 0 Arvin 93203 35.116307 -118.817644 0 65 Offer B Yes 33.71 Yes No Two Year No Bank Withdrawal 26.5 1698.55 0 0 2191.15 3889.7 Stayed 5985-BEHZK Female 78 Yes 0 Santa Ana 92705 33.766004 -117.786763 1 72 Offer A Yes 27.79 Yes Yes Fiber Optic 10 No Yes Yes No Yes Yes No Yes One Year No Credit Card 105 7578.05 0 0 2000.88 9578.93 Stayed 5985-TBABQ Female 45 No 0 West Sacramento 95605 38.592745 -121.540036 0 32 Offer C Yes 33.45 Yes Yes DSL 5 Yes No No No Yes Yes Yes Yes One Year No Credit Card 74.75 2282.95 0 0 1070.4 3353.35 Stayed 5986-WWXDV Male 42 No 0 Salton City 92275 33.28156 -115.955541 0 39 None Yes 48.61 No No One Year No Bank Withdrawal 19.35 779.2 0 0 1895.79 2674.99 Stayed 5989-AXPUC Female 27 Yes 0 Garden Grove 92840 33.787165 -117.931889 1 68 Offer A Yes 1.29 Yes Yes Fiber Optic 27 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 118.6 7990.05 38.57 0 87.72 8039.2 Stayed 5989-OMNJE Female 42 Yes 0 Windsor 95492 38.527297 -122.810044 6 24 None No Yes DSL 27 Yes Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 57.6 1367.75 0 0 0 1367.75 Stayed 5989-PGKJB Female 40 No 0 San Diego 92121 32.898613 -117.202937 0 16 Offer D Yes 22.3 No Yes Fiber Optic 28 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 86.25 1340.1 0 0 356.8 1696.9 Stayed 5993-BQHEA Male 42 No 0 San Francisco 94111 37.801776 -122.402293 0 12 None Yes 16.59 No No One Year No Credit Card -5 267 0 0 199.08 466.08 Stayed 5993-JSUWV Female 25 No 0 Columbia 95310 38.085839 -120.37855 0 66 None Yes 21.37 No Yes DSL 30 Yes Yes Yes No No No No Yes Two Year Yes Bank Withdrawal 61.15 4017.45 0 0 1410.42 5427.87 Stayed 5995-LFTLE Male 39 No 0 Lower Lake 95457 38.925545 -122.549083 0 58 None Yes 48.78 Yes No Two Year Yes Credit Card 25.3 1474.35 0 0 2829.24 4303.59 Stayed 5995-OIGLP Male 42 No 0 Port Costa 94569 38.035707 -122.196821 0 12 None Yes 7.97 No Yes Cable 10 Yes No No Yes No No No Yes Month-to-Month No Credit Card 56.65 654.85 0 0 95.64 750.49 Churned Price Extra data charges 5995-SNNEW Male 80 Yes 0 Whittier 90605 33.960891 -118.032222 1 23 None Yes 45.21 Yes Yes Fiber Optic 14 No Yes Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 104.45 2184.85 0 60 1039.83 3284.68 Stayed 5995-WWKKG Female 62 No 0 Running Springs 92382 34.186211 -117.07683 0 37 Offer C Yes 30.17 No No One Year Yes Bank Withdrawal 19.8 695.05 0 0 1116.29 1811.34 Stayed 5996-DAOQL Male 28 No 0 Penngrove 94951 38.325599 -122.642352 0 1 Offer E Yes 42.17 No No Month-to-Month Yes Credit Card 20.45 20.45 0 0 42.17 62.62 Joined 5996-EBTKM Female 46 Yes 1 Lakeside 92040 32.909873 -116.906774 1 67 Offer A Yes 14.83 Yes Yes DSL 24 No No Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 69.9 4615.9 0 0 993.61 5609.51 Stayed 5996-NRVXR Male 68 Yes 0 Los Alamitos 90720 33.79499 -118.065591 2 40 None Yes 15.15 No Yes Fiber Optic 18 Yes Yes Yes Yes Yes No No Yes One Year Yes Credit Card 98.15 4116.8 27.89 0 606 4694.91 Stayed 5997-OPVFA Male 39 Yes 0 Montrose 91020 34.2112 -118.230625 7 72 Offer A Yes 6.05 Yes Yes Cable 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 89.05 6254.45 0 0 435.6 6690.05 Stayed 5998-DZLYR Female 55 Yes 0 Sutter 95982 39.172777 -121.805845 1 61 Offer B Yes 25.14 Yes Yes Fiber Optic 13 No Yes No Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 94.35 5703 29.88 0 1533.54 7206.66 Stayed 5998-VVEJY Male 34 No 0 Glendora 91741 34.14649 -117.849815 0 26 None Yes 24.16 Yes Yes Fiber Optic 22 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 80.5 2088.8 0 0 628.16 2716.96 Churned Other Moved 5999-LCXAO Female 42 No 0 Orange 92866 33.784597 -117.844535 0 1 None No Yes DSL 24 Yes No No No No No No Yes Month-to-Month No Credit Card 29.9 29.9 0 0 0 29.9 Joined 6000-APYLU Male 39 No 0 Valencia 91355 34.43987 -118.644609 0 9 None Yes 20.34 No Yes Fiber Optic 7 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.8 713.1 0 0 183.06 896.16 Churned Competitor Competitor offered more data 6000-UKLWI Male 46 No 0 Sacramento 95842 38.687367 -121.34848 0 41 None Yes 36.76 No No Two Year No Credit Card 20.15 802.35 29.95 0 1507.16 2279.56 Stayed 6005-OBZPH Female 68 No 0 San Diego 92126 32.886925 -117.152162 0 26 Offer C Yes 9.09 Yes Yes Fiber Optic 12 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.15 2277.65 0 0 236.34 2513.99 Churned Other Don't know 6007-TCTST Female 57 Yes 2 Salinas 93901 36.64152 -121.622188 9 72 None Yes 12.29 Yes Yes Fiber Optic 24 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 115.8 8476.5 0 0 884.88 9361.38 Stayed 6008-NAIXK Male 72 No 0 Pine Grove 95665 38.400264 -120.641274 0 54 None No Yes DSL 26 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 55.45 2966.95 0 0 0 2966.95 Stayed 6010-DDPPW Male 61 Yes 0 Newport Coast 92657 33.603282 -117.821841 7 70 Offer A Yes 9.03 Yes No Two Year No Bank Withdrawal 25.15 1940.85 0 0 632.1 2572.95 Stayed 6013-BHCAW Male 27 Yes 3 San Jose 95117 37.311088 -121.961786 1 61 None Yes 32.96 Yes Yes DSL 41 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 81 4976.15 0 0 2010.56 6986.71 Stayed 6015-VVHHE Female 68 No 0 Los Angeles 90039 34.110845 -118.259595 0 5 None Yes 41.83 Yes Yes Fiber Optic 25 No No No No Yes No No Yes Month-to-Month Yes Credit Card 83.15 446.05 0 0 209.15 655.2 Churned Dissatisfaction Service dissatisfaction 6016-LVTJQ Female 39 Yes 1 Long Beach 90805 33.864622 -118.179626 7 34 None Yes 9.66 No No Month-to-Month No Credit Card 20.65 716.4 0 0 328.44 1044.84 Stayed 6016-NXBNJ Male 53 No 0 Orange Cove 93646 36.633498 -119.298895 0 35 None Yes 7.74 No No One Year Yes Credit Card 19.15 638 0 0 270.9 908.9 Stayed 6017-PPLPX Male 47 Yes 0 Daly City 94014 37.691561 -122.445202 1 20 None Yes 16.49 No Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.45 1470.95 0 0 329.8 1800.75 Churned Competitor Competitor had better devices 6022-KOUQO Female 51 Yes 2 Eagleville 96110 41.280341 -120.150381 4 2 Offer E No Yes Cable 27 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 29.05 44.75 0 0 0 44.75 Joined 6022-UGGSO Female 70 No 0 Citrus Heights 95610 38.69508 -121.271616 0 32 Offer C Yes 33.22 No Yes Fiber Optic 9 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.4 2276.95 44.31 0 1063.04 3295.68 Churned Competitor Competitor had better devices 6023-GSSXW Female 27 Yes 0 Wofford Heights 93285 35.690535 -118.552784 1 69 None Yes 2.73 No Yes DSL 69 No Yes No No No Yes Yes Yes Two Year Yes Credit Card 61.45 4131.2 0 0 188.37 4319.57 Stayed 6023-YEBUP Male 32 No 0 Stockton 95210 38.033219 -121.297433 0 3 Offer E Yes 11.94 Yes Yes Cable 30 No No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 100.95 329.95 0 10 35.82 375.77 Churned Competitor Competitor had better devices 6024-RUGGH Male 22 Yes 2 San Francisco 94112 37.720498 -122.443119 1 72 None Yes 28.06 Yes No Two Year Yes Bank Withdrawal 25.2 1798.9 0 0 2020.32 3819.22 Stayed 6029-CSMJE Male 63 No 0 Forest Ranch 95942 40.077028 -121.494168 0 17 None No Yes Cable 11 No No No No No No No Yes Month-to-Month Yes Mailed Check 25.65 440.2 0 0 0 440.2 Stayed 6029-WTIPC Male 73 No 0 San Diego 92109 32.787836 -117.232376 0 37 Offer C Yes 38.06 Yes Yes Fiber Optic 19 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 101.1 3744.05 0 0 1408.22 5152.27 Churned Competitor Competitor made better offer 6030-REHUX Female 76 Yes 0 Fountain Valley 92708 33.712036 -117.950113 6 28 Offer C Yes 45.67 Yes Yes Fiber Optic 8 No Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 110.85 3204.4 0 0 1278.76 4483.16 Stayed 6032-IGALN Female 35 No 0 Granite Bay 95746 38.749466 -121.184196 0 1 None No Yes Cable 28 No No No No No No No Yes Month-to-Month Yes Mailed Check 25.1 25.1 0 0 0 25.1 Churned Competitor Competitor had better devices 6032-KRXXO Male 33 No 0 San Diego 92130 32.957195 -117.202542 0 30 None Yes 30.06 No Yes Fiber Optic 19 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.25 2755.35 0 0 901.8 3657.15 Churned Competitor Competitor made better offer 6034-YMTOB Female 62 No 0 Arcadia 91007 34.128284 -118.047732 0 5 None Yes 29.75 No Yes Fiber Optic 6 No No No Yes No No No Yes Month-to-Month Yes Credit Card 75.65 399.45 0 0 148.75 548.2 Stayed 6034-ZRYCV Female 51 Yes 0 Sacramento 95837 38.691607 -121.602284 1 72 Offer A No Yes Cable 15 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 54.2 3937.45 0 0 0 3937.45 Churned Competitor Competitor offered more data 6035-BXTTY Female 69 No 0 Rancho Santa Fe 92067 33.012751 -117.200617 0 32 None Yes 19.92 No Yes DSL 14 No Yes No Yes No No No No One Year No Bank Withdrawal 54.65 1830.1 0 10 637.44 2477.54 Stayed 6035-RIIOM Female 39 No 0 Janesville 96114 40.294034 -120.512622 0 54 None Yes 31.55 Yes Yes Fiber Optic 8 No Yes No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 97.2 5129.45 0 0 1703.7 6833.15 Stayed 6036-TTFYU Female 48 Yes 0 Thousand Oaks 91362 34.191842 -118.822796 1 16 None Yes 46.86 No No Month-to-Month No Credit Card 19.6 314.45 26.83 0 749.76 1037.38 Stayed 6038-GCYEC Female 25 No 0 Palm Desert 92211 33.762759 -116.324817 0 24 Offer C No Yes DSL 52 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 54.15 1240.25 0 0 0 1240.25 Churned Competitor Competitor had better devices 6040-CGACY Female 48 No 0 Blairsden Graeagle 96103 39.783747 -120.661032 0 15 None Yes 39.87 No No Month-to-Month No Credit Card 19.6 299.4 0 0 598.05 897.45 Stayed 6047-SUHPR Male 60 Yes 2 Woodlake 93286 36.464635 -119.094348 5 39 None Yes 13.8 No Yes DSL 13 Yes Yes Yes No No No No No One Year No Bank Withdrawal 59.8 2343.85 0 140 538.2 3022.05 Stayed 6047-YHPVI Male 56 No 3 Los Angeles 90039 34.110845 -118.259595 0 5 None Yes 12.6 No Yes Fiber Optic 58 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.7 316.9 0 0 63 379.9 Churned Competitor Competitor had better devices 6048-NJXHX Male 21 Yes 0 Apple Valley 92308 34.424926 -117.184503 1 41 Offer B Yes 35.46 No No Two Year Yes Bank Withdrawal 19.75 899.45 0 0 1453.86 2353.31 Stayed 6048-QBXKL Female 68 No 0 Madison 95653 38.674276 -121.961866 0 2 Offer E Yes 31.74 Yes Yes DSL 25 No Yes No No No No No Yes Month-to-Month Yes Credit Card 56.55 118.25 0 0 63.48 181.73 Joined 6048-UWKAL Female 73 Yes 0 Beale Afb 95903 39.125311 -121.392283 2 69 None Yes 19.39 Yes Yes Fiber Optic 13 No Yes No Yes Yes Yes Yes Yes Two Year No Credit Card 105.4 6998.95 0 0 1337.91 8336.86 Stayed 6050-FFXES Female 51 Yes 0 Garden Grove 92844 33.766476 -117.969795 3 69 None Yes 14.69 Yes Yes Fiber Optic 6 No No Yes Yes Yes Yes Yes No Two Year No Bank Withdrawal 105.35 7240.65 0 50 1013.61 8304.26 Stayed 6050-IJRHS Female 47 Yes 1 Chino Hills 91709 33.942895 -117.725644 2 70 Offer A Yes 5.93 Yes Yes Fiber Optic 19 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 106.5 7397 0 0 415.1 7812.1 Stayed 6051-PTVNS Female 31 Yes 1 Bodfish 93205 35.523991 -118.400432 0 55 Offer B Yes 27.7 No No One Year No Credit Card 19.15 998.1 0 0 1523.5 2521.6 Stayed 6060-DRTNL Female 66 No 0 San Jacinto 92583 33.796568 -116.924723 0 5 None Yes 27.35 No Yes Fiber Optic 27 No No Yes No Yes No No No Month-to-Month Yes Credit Card 84.85 415.55 0 20 136.75 572.3 Churned Competitor Competitor had better devices 6060-QBMGV Male 30 Yes 0 Pasadena 91106 34.139402 -118.128658 9 70 Offer A Yes 3.51 No No Two Year No Credit Card 19.85 1433.8 45.47 0 245.7 1634.03 Stayed 6061-GWWAV Male 44 No 1 Fresno 93726 36.793601 -119.761131 0 41 None Yes 13.76 No Yes Cable 11 Yes Yes Yes No Yes No No Yes One Year No Credit Card 70.2 2894.55 0 0 564.16 3458.71 Stayed 6061-PQHMK Female 50 No 0 Los Angeles 90006 34.048013 -118.293953 0 25 None Yes 1.36 No No One Year No Credit Card 19.9 527.5 0 0 34 561.5 Stayed 6064-PUPMC Male 59 Yes 2 Loyalton 96118 39.637471 -120.226338 4 23 None Yes 37.86 No Yes DSL 30 Yes No No Yes No No No Yes One Year No Credit Card 57.2 1423.35 0 0 870.78 2294.13 Stayed 6064-ZATLR Female 44 No 0 Llano 93544 34.500091 -117.765862 0 27 None Yes 10.55 No Yes DSL 29 Yes Yes No No No No No Yes Two Year No Bank Withdrawal 52.85 1498.65 0 0 284.85 1783.5 Stayed 6067-NGCEU Female 50 No 0 Topanga 90290 34.115192 -118.61017 0 65 None Yes 41.78 Yes Yes Fiber Optic 14 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card -3 7107 0 0 2715.7 9822.7 Stayed 6072-NUQCB Male 50 Yes 2 Villa Park 92861 33.817473 -117.810462 1 22 Offer D Yes 37.7 No No One Year No Bank Withdrawal 20.25 488.25 0 0 829.4 1317.65 Stayed 6075-QMNRR Female 33 No 0 Doyle 96109 40.012675 -120.101857 0 52 Offer B Yes 38.93 No Yes DSL 8 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.75 2535.55 0 0 2024.36 4559.91 Stayed 6075-SLNIL Male 47 No 0 Desert Center 92239 33.889605 -115.257009 0 38 Offer C Yes 6.71 Yes Yes Fiber Optic 11 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 95.1 3691.2 0 0 254.98 3946.18 Stayed 6077-BDPXA Female 56 No 0 Merced 95340 37.255637 -120.493537 0 3 None Yes 5.63 No Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.15 194.2 0 0 16.89 211.09 Joined 6078-VESFR Male 78 Yes 0 Vista 92084 33.22784 -117.200024 1 13 None Yes 36.57 No Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.45 849.1 0 0 475.41 1324.51 Stayed 6080-LNESI Male 63 No 0 Hercules 94547 37.991259 -122.214945 0 51 Offer B Yes 18.07 Yes No Two Year No Credit Card 24.75 1234.6 0 0 921.57 2156.17 Stayed 6080-TCMYC Male 55 Yes 3 Rosemead 91770 34.065108 -118.082791 4 40 None Yes 3.52 Yes Yes Fiber Optic 56 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 81.2 3292.3 0 0 140.8 3433.1 Stayed 6082-GLJIX Male 50 No 0 Holtville 92250 32.811001 -115.152865 0 18 Offer D Yes 31.33 No No Month-to-Month No Credit Card 19.25 331.35 0 0 563.94 895.29 Stayed 6082-OQFBA Male 62 Yes 0 Victorville 92394 34.567058 -117.362329 2 23 Offer D Yes 24.88 No No One Year No Mailed Check 19.65 436.9 0 0 572.24 1009.14 Stayed 6086-ESGRL Female 53 No 0 Brea 92821 33.930199 -117.862898 0 1 Offer E Yes 4.67 No Yes Fiber Optic 11 No No No No No Yes Yes Yes Month-to-Month No Credit Card -7 80.15 0 0 4.67 84.82 Churned Attitude Attitude of support person 6087-MVHJH Female 44 No 0 French Camp 95231 37.873283 -121.292034 0 16 Offer D Yes 17.8 Yes Yes Fiber Optic 5 No No Yes No No Yes Yes No Month-to-Month Yes Bank Withdrawal 88.45 1422.1 0 140 284.8 1846.9 Churned Other Don't know 6087-YPWHO Male 56 Yes 0 Raymond 93653 37.252057 -119.95783 1 72 Offer A Yes 17.31 Yes Yes DSL 17 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 68.15 4808.7 0 0 1246.32 6055.02 Stayed 6088-BXMRG Female 59 Yes 1 Cabazon 92230 33.929812 -116.76058 2 32 None Yes 24.04 Yes Yes Fiber Optic 22 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.85 3089.6 0 0 769.28 3858.88 Stayed 6092-QZVPP Male 27 No 0 Fresno 93704 36.799648 -119.801247 0 36 Offer C Yes 42.51 No Yes Cable 52 Yes No Yes Yes Yes Yes Yes No Month-to-Month Yes Credit Card 79.2 2854.95 0 40 1530.36 4425.31 Stayed 6094-ZIVKX Female 45 No 0 Inglewood 90302 33.975332 -118.355252 0 68 Offer A Yes 17.41 No Yes Cable 27 Yes No Yes No No No No Yes One Year Yes Credit Card 54.45 3674.95 0 0 1183.88 4858.83 Stayed 6096-EGVTU Female 50 Yes 1 San Jose 95120 37.186141 -121.843554 6 64 None Yes 19.23 Yes No One Year No Credit Card 24.9 1595.5 0 0 1230.72 2826.22 Stayed 6097-EQISJ Female 41 Yes 0 Los Angeles 90058 34.001617 -118.222274 1 66 Offer A Yes 48.77 Yes Yes Fiber Optic 12 No Yes Yes No Yes Yes Yes No One Year Yes Credit Card 102.45 6615.15 0 130 3218.82 9963.97 Churned Competitor Competitor had better devices 6100-FJZDG Male 49 Yes 0 Olema 94950 38.052209 -122.775567 10 26 None Yes 45.28 No No One Year Yes Bank Withdrawal 20.05 505.9 0 0 1177.28 1683.18 Stayed 6100-QQHEB Male 42 Yes 0 San Jose 95121 37.304681 -121.809955 1 17 Offer D Yes 17.71 Yes Yes Fiber Optic 13 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 92.55 1515.1 0 0 301.07 1816.17 Churned Other Moved 6101-IMRMM Male 53 No 0 El Segundo 90245 33.917145 -118.401554 0 6 Offer E Yes 16.58 No Yes Fiber Optic 17 No No Yes No Yes Yes Yes No Month-to-Month No Mailed Check 94.5 575.45 0 10 99.48 684.93 Churned Dissatisfaction Network reliability 6103-BOCOU Female 37 No 0 San Francisco 94117 37.770533 -122.445121 0 26 Offer C Yes 20.64 Yes Yes Fiber Optic 22 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 80.7 2193 0 0 536.64 2729.64 Stayed 6103-LIANB Male 49 Yes 1 Westminster 92683 33.752591 -117.993661 3 59 None Yes 41.09 Yes Yes Fiber Optic 16 No No Yes No Yes Yes Yes Yes Two Year Yes Credit Card 99.5 5861.75 0 0 2424.31 8286.06 Stayed 6103-QCKFX Female 36 Yes 3 Big Bar 96010 40.775272 -123.287414 10 44 Offer B Yes 43.7 No Yes DSL 75 Yes No No Yes No No No No Month-to-Month No Bank Withdrawal 56.25 2419.55 14.78 40 1922.8 4367.57 Stayed 6108-OQZDQ Female 21 Yes 0 Keene 93531 35.214982 -118.59049 4 4 Offer E Yes 9.98 Yes Yes Fiber Optic 51 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 97.95 384.5 0 0 39.92 424.42 Churned Attitude Attitude of service provider 6110-OHIHY Male 33 No 0 Burney 96013 40.946785 -121.719489 0 3 Offer E Yes 49.76 No Yes Fiber Optic 3 No No No No Yes No No No Month-to-Month No Bank Withdrawal 79.25 267.6 0 10 149.28 426.88 Churned Competitor Competitor offered higher download speeds 6112-KTHFQ Female 50 No 0 Loleta 95551 40.665952 -124.240051 0 13 Offer D Yes 21.36 No No Month-to-Month Yes Credit Card 19.3 279.3 0 0 277.68 556.98 Stayed 6114-TCFID Female 47 No 0 Pismo Beach 93449 35.165668 -120.655842 0 29 None No Yes Cable 28 Yes Yes No Yes No No No Yes One Year No Credit Card 39.5 1082.75 0 0 0 1082.75 Stayed 6115-ZTBFQ Female 56 Yes 0 Alamo 94507 37.855717 -121.994813 6 72 None No Yes DSL 4 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 65.5 4919.7 0 0 0 4919.7 Stayed 6116-RFVHN Female 20 Yes 0 Roseville 95747 38.784329 -121.373245 10 34 Offer C Yes 35.29 Yes Yes Fiber Optic 47 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.45 3414.65 0 0 1199.86 4614.51 Stayed 6119-SPUDB Male 40 No 0 Woodland 95695 38.71967 -121.862416 0 46 Offer B No Yes DSL 2 Yes No Yes Yes No No No Yes Two Year No Credit Card 38.25 1755.35 0 0 0 1755.35 Stayed 6120-RJKLU Female 69 Yes 0 Sierra Madre 91024 34.168686 -118.057505 9 62 Offer B Yes 24.62 No Yes DSL 29 Yes No Yes Yes Yes Yes No Yes Two Year Yes Credit Card 79.95 4819.75 0 0 1526.44 6346.19 Stayed 6121-TNHBO Female 71 No 0 Sacramento 95822 38.512569 -121.495184 0 63 Offer B Yes 15.62 Yes Yes DSL 18 Yes Yes Yes Yes Yes No No Yes One Year No Bank Withdrawal 83 5243.05 0 0 984.06 6227.11 Stayed 6121-VZNQB Female 35 No 0 Bolinas 94924 37.943087 -122.72379 0 1 None Yes 34.79 No No Month-to-Month Yes Credit Card 19.1 19.1 0 0 34.79 53.89 Churned Competitor Competitor made better offer 6122-EFVKN Male 44 No 0 San Diego 92123 32.808814 -117.134694 0 24 None No Yes Cable 20 Yes No No Yes No No No Yes Two Year No Credit Card 35.75 830.8 0 0 0 830.8 Stayed 6122-LJADA Male 31 Yes 1 Lower Lake 95457 38.925545 -122.549083 7 70 None Yes 2.5 Yes Yes Cable 13 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 90.15 6237.05 0 0 175 6412.05 Stayed 6124-ACRHJ Female 59 No 0 San Mateo 94403 37.538309 -122.305109 0 1 None Yes 41.28 No No Month-to-Month No Credit Card 19.75 19.75 0 0 41.28 61.03 Joined 6127-ISGTU Female 34 Yes 0 Garden Valley 95633 38.852544 -120.837669 1 16 None Yes 6.82 Yes Yes Fiber Optic 7 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.95 1378.25 0 0 109.12 1487.37 Churned Attitude Attitude of support person 6127-IYJOZ Male 71 No 0 Studio City 91604 34.139082 -118.39275 0 1 None Yes 40.38 No Yes DSL 6 No No No No No No No Yes Month-to-Month Yes Credit Card 45.85 45.85 0 0 40.38 86.23 Joined 6128-AQBMT Male 65 Yes 0 Nicasio 94946 38.065359 -122.665566 8 41 Offer B No Yes Cable 9 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 53.95 2215.4 0 0 0 2215.4 Stayed 6128-CZOMY Female 43 No 0 Alpine 91901 32.827184 -116.703729 0 1 None Yes 36.99 No Yes Cable 22 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.65 45.65 0 0 36.99 82.64 Churned Competitor Competitor offered higher download speeds 6128-DAFVY Female 58 No 0 Willits 95490 39.492046 -123.375818 0 56 None No Yes DSL 23 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 44.85 2564.95 0 0 0 2564.95 Stayed 6131-FOYAS Male 48 No 0 San Lorenzo 94580 37.676249 -122.132415 0 35 None Yes 20.61 Yes Yes DSL 16 Yes No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 59.6 2094.9 0 0 721.35 2816.25 Stayed 6131-IUNXN Female 47 Yes 2 Huntington Beach 92646 33.666301 -117.969501 6 19 None Yes 46.91 No No Month-to-Month No Mailed Check 20.2 382.2 0 0 891.29 1273.49 Stayed 6131-JLWZM Female 27 No 0 San Francisco 94131 37.746699 -122.442833 0 13 Offer D Yes 22.01 No No Month-to-Month Yes Credit Card 20.3 275.4 0 0 286.13 561.53 Stayed 6133-OZILE Female 45 No 0 Santa Monica 90403 34.031529 -118.491156 0 18 Offer D No Yes DSL 11 No No Yes Yes No No No No Month-to-Month Yes Bank Withdrawal 35.2 607.3 0 50 0 657.3 Stayed 6134-KWTBV Male 43 No 0 Covina 91724 34.08111 -117.853935 0 62 None Yes 48.93 Yes No Two Year No Bank Withdrawal 23.4 1429.65 0 0 3033.66 4463.31 Stayed 6135-OZQVA Female 46 No 0 Santa Clarita 91350 34.502432 -118.41459 0 7 Offer E Yes 40.42 Yes Yes Cable 17 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 53.65 404.35 0 0 282.94 687.29 Stayed 6137-MFAJN Female 62 No 0 Los Angeles 90008 34.008293 -118.346766 0 48 None No Yes Cable 23 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 44.8 2104.55 0 0 0 2104.55 Stayed 6137-NICCO Female 39 Yes 2 Perris 92571 33.828289 -117.201666 7 6 None Yes 41.29 Yes Yes Fiber Optic 19 No Yes Yes No Yes No No Yes Month-to-Month Yes Credit Card 94.05 518.75 0 0 247.74 766.49 Stayed 6139-ZZRBQ Male 79 No 0 Granite Bay 95746 38.749466 -121.184196 0 64 None Yes 4.99 No No Two Year Yes Bank Withdrawal 20.05 1198.05 0 0 319.36 1517.41 Stayed 6140-QNRQQ Male 42 No 0 Santa Barbara 93103 34.438581 -119.685368 0 1 Offer E Yes 17.27 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Mailed Check 71.55 71.55 0 0 17.27 88.82 Churned Competitor Competitor had better devices 6141-OOXUQ Male 43 No 0 San Bernardino 92411 34.122501 -117.320138 0 1 Offer E Yes 17.25 No No Month-to-Month No Mailed Check 19.65 19.65 0 0 17.25 36.9 Churned Dissatisfaction Service dissatisfaction 6142-VSJQO Female 27 Yes 3 Homeland 92548 33.761894 -117.120868 0 1 None Yes 40.42 No Yes Cable 59 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.35 44.35 0 0 40.42 84.77 Churned Attitude Attitude of support person 6143-JQKEA Male 34 No 0 Adelanto 92301 34.667815 -117.536183 0 10 None Yes 15.45 No Yes Cable 22 No No No No No No No Yes Month-to-Month Yes Credit Card 45.8 436.2 0 0 154.5 590.7 Stayed 6145-NNPNO Female 45 No 0 Santa Rosa 95404 38.526941 -122.709096 0 1 Offer E Yes 9.82 No Yes Cable 13 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.15 44.15 0 0 9.82 53.97 Joined 6147-CBCRA Female 34 Yes 0 Wofford Heights 93285 35.690535 -118.552784 5 33 None Yes 4.15 No No Month-to-Month No Credit Card 20.05 669.45 0 0 136.95 806.4 Stayed 6152-ONASV Female 49 Yes 0 Landers 92285 34.341737 -116.539416 4 68 Offer A Yes 41.46 Yes Yes DSL 30 Yes No No Yes No No No No One Year No Bank Withdrawal 58.25 3975.7 0 140 2819.28 6934.98 Stayed 6156-UZDLF Female 19 No 0 Pleasant Hill 94523 37.95338 -122.076886 0 26 Offer C Yes 45.09 No Yes Fiber Optic 41 Yes No Yes Yes No No No No One Year Yes Credit Card 87.15 2274.1 0 20 1172.34 3466.44 Stayed 6158-DWPZT Male 53 Yes 0 Avery 95224 38.208336 -120.339938 1 9 Offer E No Yes DSL 15 No No No No No No No Yes One Year No Bank Withdrawal 24.1 259.8 0 0 0 259.8 Churned Competitor Competitor offered more data 6158-HDPXZ Male 31 No 0 San Diego 92128 33.000269 -117.072093 0 1 None No Yes DSL 13 No No No No No No No Yes Month-to-Month No Credit Card 25.35 25.35 0 0 0 25.35 Joined 6161-ERDGD Male 57 Yes 3 Santa Maria 93458 34.95934 -120.490081 0 71 Offer A Yes 23.41 Yes Yes DSL 53 Yes No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 85.45 6300.85 0 0 1662.11 7962.96 Stayed 6161-UUUTA Male 77 No 0 Stockton 95206 37.902422 -121.440029 0 3 None Yes 2.98 No Yes Fiber Optic 3 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.9 260.9 0 0 8.94 269.84 Churned Price Price too high 6164-HAQTX Male 46 No 0 Boonville 95415 39.025867 -123.381544 0 71 None No Yes DSL 20 Yes Yes Yes Yes Yes No No Yes Two Year No Bank Withdrawal 53.95 3888.65 0 0 0 3888.65 Stayed 6164-HXUGH Female 40 Yes 1 Raymond 93653 37.252057 -119.95783 1 6 Offer E Yes 6.48 No No Month-to-Month No Credit Card 19.85 119.3 0 0 38.88 158.18 Stayed 6166-ILMNY Female 46 No 0 Tomales 94971 38.240769 -122.901041 0 2 None Yes 26.44 No Yes Fiber Optic 24 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.75 144.55 0 0 52.88 197.43 Churned Competitor Competitor had better devices 6166-YIPFO Male 33 Yes 0 Douglas City 96024 40.586588 -122.903677 8 72 Offer A No Yes DSL 12 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 64.7 4746.05 0 140 0 4886.05 Stayed 6168-WFVVF Female 69 No 0 San Diego 92126 32.886925 -117.152162 0 3 None Yes 5.54 No Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.3 235.5 0 0 16.62 252.12 Churned Competitor Competitor made better offer 6168-YBYNP Male 19 No 0 Newhall 91321 34.370378 -118.504118 0 59 Offer B Yes 48.12 Yes Yes Fiber Optic 51 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 111.35 6519.75 0 0 2839.08 9358.83 Stayed 6169-PGNCD Female 61 No 0 Westwood 96137 40.271535 -121.018087 0 57 None Yes 6.45 No Yes DSL 3 Yes Yes Yes Yes Yes No No Yes Two Year Yes Credit Card 74.3 4166.35 0 0 367.65 4534 Stayed 6169-PPETC Male 42 Yes 1 Brentwood 94513 37.908242 -121.682472 8 35 None Yes 47.33 No No Two Year No Bank Withdrawal 20.5 759.35 0 0 1656.55 2415.9 Stayed 6171-ZTVYB Male 42 Yes 0 San Diego 92104 32.741499 -117.127409 1 43 None Yes 26.1 Yes Yes DSL 17 Yes Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 66.25 2907.35 6.41 0 1122.3 4023.24 Stayed 6172-FECYY Male 55 Yes 0 Antioch 94509 37.980057 -121.801599 1 49 Offer B Yes 39.6 Yes Yes Fiber Optic 20 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 84.5 4254.85 0 0 1940.4 6195.25 Churned Competitor Competitor offered more data 6173-GOLSU Male 79 Yes 0 Oak View 93022 34.404544 -119.302118 4 67 Offer A Yes 7.2 Yes Yes Fiber Optic 23 No No No No Yes Yes No Yes Two Year Yes Credit Card 94.65 6079 0 0 482.4 6561.4 Stayed 6173-ITPWD Male 26 Yes 0 Heber 92249 32.730583 -115.501083 1 47 Offer B Yes 17.54 Yes Yes Fiber Optic 59 No Yes Yes No No No Yes No Month-to-Month Yes Bank Withdrawal 83.35 4065 0 140 824.38 5029.38 Churned Dissatisfaction Product dissatisfaction 6174-NRBTZ Male 44 No 0 Murrieta 92563 33.581045 -117.14719 0 46 None No Yes Cable 19 Yes No No No No No No Yes One Year Yes Bank Withdrawal 30.75 1489.3 0 0 0 1489.3 Stayed 6175-IRFIT Male 32 No 0 Bangor 95914 39.396585 -121.38029 0 5 None Yes 32.91 No Yes Fiber Optic 24 No No No No No Yes Yes No Month-to-Month No Credit Card 78.75 426.35 0 10 164.55 600.9 Stayed 6176-YJWAS Male 43 Yes 0 Potter Valley 95469 39.408634 -123.045516 1 72 Offer A Yes 38.3 Yes Yes Fiber Optic 3 Yes Yes Yes No Yes No No Yes Two Year Yes Credit Card 97.95 7114.25 0 0 2757.6 9871.85 Stayed 6177-PEVRA Female 58 No 0 Corcoran 93212 36.04533 -119.532424 0 48 None Yes 13.03 No Yes DSL 5 Yes Yes No No No No No Yes Two Year No Credit Card 55.5 2627.35 0 0 625.44 3252.79 Stayed 6178-KFNHS Female 34 No 0 Hughson 95326 37.5923 -120.853288 0 12 Offer D Yes 35.8 Yes Yes Fiber Optic 25 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 78.3 909.25 0 0 429.6 1338.85 Churned Competitor Competitor offered higher download speeds 6179-GJPSO Female 67 No 0 Escondido 92027 33.141265 -116.967221 0 43 None Yes 31.83 No Yes Fiber Optic 10 Yes Yes No Yes Yes Yes No Yes Month-to-Month Yes Credit Card 108.15 4600.7 0 0 1368.69 5969.39 Churned Competitor Competitor made better offer 6180-YBIQI Male 35 No 0 Santa Monica 90404 34.026334 -118.474222 0 5 Offer E No Yes DSL 21 No No No No No No No Yes Month-to-Month No Credit Card 24.3 100.2 0 0 0 100.2 Stayed 6181-AXXYF Male 54 Yes 2 Pico Rivera 90660 33.989524 -118.089299 3 72 Offer A Yes 47.69 Yes No Two Year No Credit Card 24.75 1859.1 0 0 3433.68 5292.78 Stayed 6184-DYUOB Female 28 Yes 0 Palermo 95968 39.435756 -121.552071 5 3 None Yes 41.9 No No Month-to-Month Yes Credit Card 19.6 55.25 0 0 125.7 180.95 Joined 6185-TASNN Male 71 No 0 Chula Vista 91913 32.64164 -116.985026 0 1 Offer E Yes 11.51 No Yes DSL 21 No No No No No No No Yes Two Year No Bank Withdrawal 46.3 46.3 0 0 11.51 57.81 Joined 6188-UXBBR Female 47 Yes 0 Fresno 93720 36.878709 -119.7645 1 38 Offer C Yes 10.54 No No One Year Yes Credit Card 20.25 814.75 0 0 400.52 1215.27 Stayed 6194-HBGQN Male 22 No 0 Taft 93268 35.184837 -119.402525 0 51 None Yes 34.75 Yes Yes Cable 59 Yes Yes Yes Yes Yes No No Yes One Year Yes Credit Card 81.15 4126.2 0 0 1772.25 5898.45 Stayed 6195-MELTI Male 57 No 0 Pleasant Hill 94523 37.95338 -122.076886 0 57 None Yes 9.32 No Yes DSL 20 No Yes No Yes No No No Yes One Year Yes Credit Card 54.65 3134.7 0 0 531.24 3665.94 Stayed 6196-HBOBZ Male 31 Yes 0 Winnetka 91306 34.209532 -118.577563 9 65 None Yes 30.44 Yes Yes Fiber Optic 20 Yes Yes Yes No Yes No No Yes Two Year Yes Bank Withdrawal 99.35 6347.55 0 0 1978.6 8326.15 Stayed 6198-PNNSZ Female 54 Yes 0 Valley Springs 95252 38.156971 -120.849231 9 56 Offer B Yes 37.76 Yes Yes Fiber Optic 21 Yes Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 109.8 6109.65 0 0 2114.56 8224.21 Stayed 6198-RTPMF Female 46 Yes 0 Oregon House 95962 39.342587 -121.249833 10 17 Offer D Yes 9.22 Yes Yes Fiber Optic 13 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 92.6 1579.7 0 0 156.74 1736.44 Stayed 6198-ZFIOJ Female 50 No 0 Willits 95490 39.492046 -123.375818 0 5 None Yes 19.3 Yes Yes Fiber Optic 25 No No No No No No No No Month-to-Month No Bank Withdrawal 75.6 402.5 0 10 96.5 509 Stayed 6199-IPCAO Female 62 Yes 2 Tehachapi 93561 35.073777 -118.652112 8 29 None Yes 5.35 Yes No Two Year No Credit Card 26.1 692.55 0 0 155.15 847.7 Stayed 6199-IWKGC Female 71 Yes 0 Benton 93512 37.653947 -118.231443 5 46 None Yes 21.46 Yes Yes Fiber Optic 15 No No No Yes Yes Yes No Yes One Year No Bank Withdrawal 100.25 4753.85 0 0 987.16 5741.01 Stayed 6202-DYYFX Female 64 No 0 West Covina 91792 34.024405 -117.898722 0 22 Offer D Yes 19.72 Yes Yes Fiber Optic 5 No No No No No No No Yes One Year Yes Credit Card -5 1783.6 0 0 433.84 2217.44 Stayed 6202-JVYEU Male 28 No 0 Chino 91710 33.990646 -117.663025 0 9 None Yes 4.02 No No One Year Yes Bank Withdrawal 19.9 164.6 0 0 36.18 200.78 Stayed 6203-HBZPA Male 57 No 0 Forestville 95436 38.499302 -122.92444 0 52 None No Yes DSL 18 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 63.9 3334.95 0 0 0 3334.95 Stayed 6204-IEUXJ Female 30 No 0 Yorba Linda 92886 33.897253 -117.792202 0 3 Offer E Yes 40.67 No Yes Fiber Optic 58 No No Yes Yes No No No Yes Month-to-Month No Credit Card 80.1 217.55 0 0 122.01 339.56 Churned Attitude Attitude of service provider 6207-WIOLX Female 27 Yes 0 Avalon 90704 33.391181 -118.421305 6 25 Offer C No Yes DSL 48 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 58.6 1502.65 4.48 0 0 1498.17 Churned Attitude Attitude of support person 6210-KBBPI Male 67 No 0 West Covina 91790 34.066964 -117.937007 0 9 None Yes 10.66 Yes Yes Fiber Optic 15 No Yes No No Yes Yes No Yes Month-to-Month Yes Credit Card 99.45 919.4 0 0 95.94 1015.34 Churned Competitor Competitor had better devices 6211-WHMYA Female 77 No 0 Chula Vista 91915 32.605012 -116.97595 0 64 None No Yes DSL 21 No Yes No Yes Yes No No No Month-to-Month Yes Bank Withdrawal 43.85 2751 0 30 0 2781 Stayed 6211-WWLTF Male 46 Yes 0 Oakhurst 93644 37.648647 -119.231447 3 63 Offer B Yes 26.81 No Yes Fiber Optic 6 Yes No Yes No Yes Yes Yes Yes Two Year No Credit Card 99.7 6330.4 0 0 1689.03 8019.43 Stayed 6212-ATMLK Female 42 No 0 Rancho Cucamonga 91701 34.132275 -117.611478 0 50 None Yes 49.14 Yes Yes Fiber Optic 6 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 95.7 4729.75 0 140 2457 7326.75 Stayed 6214-EDAKZ Female 32 Yes 1 Elverta 95626 38.734997 -121.463719 1 22 None Yes 5.26 No Yes DSL 19 No Yes No Yes No No No No Month-to-Month No Bank Withdrawal 55.15 1206.05 0 30 115.72 1351.77 Churned Dissatisfaction Service dissatisfaction 6215-NQCPY Male 53 No 0 Yreka 96097 41.764869 -122.671316 0 15 Offer D Yes 10.12 Yes Yes Fiber Optic 15 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.7 1566.75 0 0 151.8 1718.55 Stayed 6217-KDYWC Male 58 No 0 Lomita 90717 33.794209 -118.317354 0 57 None Yes 5.71 No No Two Year Yes Credit Card 19.6 1170.55 0 0 325.47 1496.02 Stayed 6217-TOWGS Female 29 Yes 0 San Jose 95113 37.333851 -121.891147 5 17 Offer D Yes 7.6 Yes Yes DSL 52 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 75.4 1322.55 0 0 129.2 1451.75 Stayed 6218-KNUBD Male 58 No 0 Lodi 95242 38.128087 -121.4078 0 6 None Yes 10.88 No Yes Cable 8 No Yes No No Yes No No Yes Month-to-Month No Bank Withdrawal 59.45 357.6 0 0 65.28 422.88 Stayed 6221-AVQYL Male 37 No 0 Glendale 91203 34.153338 -118.262974 0 2 None Yes 2.96 Yes Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month Yes Credit Card 73.25 131.05 0 0 5.92 136.97 Churned Price Price too high 6223-DHJGV Female 56 No 0 Los Angeles 90056 33.987945 -118.370442 0 42 None Yes 23.25 No No One Year Yes Credit Card 20.65 958.1 0 0 976.5 1934.6 Stayed 6227-FBDXH Male 50 Yes 0 Essex 92332 34.9436 -115.287901 10 69 Offer A Yes 3.81 Yes Yes Fiber Optic 4 No No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 99.5 6841.45 0 0 262.89 7104.34 Stayed 6227-HWPWX Female 40 No 0 Victorville 92392 34.486835 -117.362274 0 15 Offer D Yes 4.67 No Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69 994.8 0 0 70.05 1064.85 Churned Competitor Competitor had better devices 6229-LSCKB Male 69 No 0 Encino 91436 34.152875 -118.486056 0 6 Offer E Yes 48.32 No Yes Fiber Optic 11 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.7 497.6 0 0 289.92 787.52 Stayed 6229-UOLQL Male 24 Yes 2 White Water 92282 33.972293 -116.654195 8 56 Offer B No Yes Cable 41 Yes Yes No Yes Yes No No Yes One Year Yes Credit Card 52 2884.9 0 0 0 2884.9 Stayed 6230-BSUXY Female 71 No 0 Paramount 90723 33.897122 -118.164432 0 1 None Yes 42.5 No Yes Fiber Optic 8 No No Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 85 85 0 0 42.5 127.5 Churned Dissatisfaction Network reliability 6231-WFGFH Male 39 Yes 2 Benicia 94510 38.113533 -122.11926 4 4 None Yes 3.63 No No Month-to-Month Yes Mailed Check 20.5 77.6 0 0 14.52 92.12 Stayed 6233-HXJMX Female 42 No 0 Alpine 91901 32.827184 -116.703729 0 45 Offer B Yes 13.82 Yes Yes Fiber Optic 8 No No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 89.3 4192.15 0 0 621.9 4814.05 Stayed 6234-PFPXL Male 42 Yes 0 Sacramento 95829 38.486502 -121.334051 6 22 None Yes 35.62 Yes Yes Fiber Optic 29 Yes No No Yes Yes No No Yes Month-to-Month No Credit Card 95.9 2234.95 0 0 783.64 3018.59 Stayed 6234-RAAPL Female 60 Yes 0 Los Angeles 90038 34.088017 -118.327168 7 72 None Yes 23.66 Yes Yes Fiber Optic 26 Yes Yes No Yes Yes No No Yes Two Year No Bank Withdrawal 99.9 7251.7 0 0 1703.52 8955.22 Stayed 6235-VDHOM Female 77 No 0 Riverside 92509 34.004379 -117.447864 0 5 Offer E No Yes DSL 26 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 28.45 131.05 0 0 0 131.05 Churned Dissatisfaction Limited range of services 6240-EURKS Female 27 No 0 Plymouth 95669 38.489273 -120.891614 0 18 None No Yes DSL 85 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 35 553 0 70 0 623 Churned Competitor Competitor offered more data 6242-FEGFD Male 43 Yes 0 Stratford 93266 36.175255 -119.813805 5 66 None Yes 36.55 Yes Yes Fiber Optic 20 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 96.6 6424.25 0 0 2412.3 8836.55 Stayed 6242-MBHPK Female 67 Yes 0 Hathaway Pines 95233 38.184914 -120.364085 1 23 None Yes 41.88 No Yes Fiber Optic 12 Yes No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 95.1 2326.05 0 0 963.24 3289.29 Stayed 6242-SGYTS Male 19 Yes 3 Oakland 94603 37.739113 -122.175602 6 62 Offer B Yes 15.76 Yes Yes Fiber Optic 59 Yes Yes No No Yes No Yes Yes One Year Yes Credit Card 94.95 5791.85 0 0 977.12 6768.97 Stayed 6243-OZGFH Female 47 No 0 Vista 92084 33.22784 -117.200024 0 23 None No Yes DSL 14 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 44.95 996.85 25.84 40 0 1011.01 Stayed 6244-BESBM Male 61 Yes 1 Geyserville 95441 38.731771 -123.064272 6 69 None Yes 12.02 No Yes Fiber Optic 30 No No No Yes Yes Yes Yes Yes Two Year Yes Credit Card 95.2 6671.7 0 0 829.38 7501.08 Stayed 6248-BSHKG Male 42 Yes 3 Soledad 93960 36.414216 -121.360597 7 61 Offer B Yes 31.49 No No One Year No Credit Card 20.4 1226.45 0 0 1920.89 3147.34 Stayed 6248-TKCQV Female 37 Yes 0 Upper Lake 95485 39.220368 -122.907693 5 70 None Yes 43.81 Yes Yes DSL 17 Yes No No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 80.6 5460.2 0 0 3066.7 8526.9 Stayed 6250-CGGUN Male 41 No 0 Esparto 95627 38.834469 -122.127193 0 54 Offer B Yes 30.66 No Yes Fiber Optic 18 Yes No Yes Yes No No No Yes One Year No Bank Withdrawal 84.4 4484.05 0 0 1655.64 6139.69 Stayed 6252-DFGTK Female 64 Yes 0 O Neals 93645 37.140104 -119.657092 1 37 None Yes 30.36 Yes Yes DSL 11 Yes No Yes Yes No No No Yes One Year No Credit Card 68.1 2479.25 0 0 1123.32 3602.57 Stayed 6253-GNHWH Female 63 Yes 3 Pacific Palisades 90272 34.079449 -118.548306 9 71 None Yes 45.81 Yes Yes DSL 52 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 71.1 5224.95 0 0 3252.51 8477.46 Stayed 6253-WRFHY Male 59 Yes 1 Marshall 94940 38.129308 -122.834815 1 13 None Yes 13.32 No Yes DSL 21 No No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 64.75 877.35 0 0 173.16 1050.51 Stayed 6257-DTAYD Male 27 Yes 0 Fallbrook 92028 33.362575 -117.299644 1 71 Offer A Yes 3.86 Yes Yes Fiber Optic 85 No Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 104.15 7365.3 0 0 274.06 7639.36 Stayed 6257-RJOHI Male 58 No 0 San Diego 92110 32.76501 -117.19938 0 4 Offer E Yes 1.88 No Yes DSL 21 No No No Yes No No No Yes Month-to-Month Yes Credit Card 50.8 202.3 0 0 7.52 209.82 Stayed 6258-NGCNG Male 54 No 0 Compton 90220 33.88151 -118.234451 0 7 Offer E Yes 1.41 Yes No Month-to-Month No Credit Card 23.5 173 0 0 9.87 182.87 Stayed 6258-PVZWJ Male 38 Yes 0 Clio 96106 39.745805 -120.580882 1 68 Offer A Yes 11.83 Yes Yes DSL 21 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 90.8 6302.85 0 0 804.44 7107.29 Stayed 6259-WJQLC Male 77 No 0 Pacifica 94044 37.573633 -122.455167 0 32 Offer C Yes 1.12 Yes Yes Fiber Optic 5 No No Yes No No No No Yes One Year Yes Credit Card 81.1 2619.25 19.25 0 35.84 2635.84 Stayed 6260-ONULR Male 55 No 0 Middletown 95461 38.787446 -122.58675 0 1 None Yes 42.19 No Yes Cable 29 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 62.8 62.8 0 0 42.19 104.99 Joined 6260-XLACS Male 49 No 0 Casmalia 93429 34.866032 -120.536546 0 4 None Yes 23.04 No No One Year No Credit Card 19.7 117.8 0 0 92.16 209.96 Stayed 6261-LHRTG Female 27 No 0 Upland 91786 34.105493 -117.660934 0 26 None Yes 39.84 No Yes Cable 42 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 54.75 1406.9 0 0 1035.84 2442.74 Stayed 6261-RCVNS Female 22 No 0 Rodeo 94572 38.027218 -122.23463 0 42 Offer B Yes 5.75 No Yes DSL 53 Yes Yes Yes Yes No Yes Yes Yes One Year No Credit Card 73.9 3160.55 0 0 241.5 3402.05 Churned Price Price too high 6265-FRMTQ Male 56 No 0 Scotia 95565 40.440636 -124.098739 0 31 None Yes 25.58 No No Two Year No Bank Withdrawal 20.4 609.1 0 0 792.98 1402.08 Stayed 6265-SXWBU Male 35 Yes 2 Shingletown 96088 40.497441 -121.827524 9 69 None Yes 42.45 Yes Yes Fiber Optic 27 No Yes Yes No Yes No No Yes One Year No Credit Card 95.75 6511.25 0 0 2929.05 9440.3 Stayed 6266-QHOJZ Female 47 No 0 Lomita 90717 33.794209 -118.317354 0 65 None Yes 38.33 Yes Yes Fiber Optic 7 Yes Yes No Yes No No No Yes One Year Yes Bank Withdrawal 89.85 5844.65 0 0 2491.45 8336.1 Stayed 6267-DCFFZ Female 68 Yes 0 Madeline 96119 41.042003 -120.506086 8 30 Offer C Yes 47.75 Yes Yes Fiber Optic 27 No Yes No No Yes No No Yes Two Year Yes Bank Withdrawal 90.05 2627.2 0 0 1432.5 4059.7 Stayed 6270-OMFIW Male 33 Yes 0 Valley Springs 95252 38.156971 -120.849231 9 60 Offer B Yes 47.4 No Yes Cable 29 No Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 94.4 5610.25 0 0 2844 8454.25 Churned Attitude Attitude of support person 6275-YDUVO Female 62 No 0 Orosi 93647 36.600185 -119.175655 0 2 Offer E Yes 24.05 No Yes Fiber Optic 27 No No Yes No No Yes Yes Yes Month-to-Month Yes Mailed Check -5 178.7 0 0 48.1 226.8 Churned Attitude Attitude of service provider 6278-FEPBZ Female 57 No 0 San Bernardino 92410 34.106922 -117.297553 0 9 Offer E Yes 2.6 No No Month-to-Month No Credit Card 20.25 186.15 0 0 23.4 209.55 Stayed 6281-FKEWS Female 58 No 0 Berry Creek 95916 39.657228 -121.37778 0 44 None No Yes Cable 3 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 49.05 2265 0 0 0 2265 Stayed 6283-GITPX Male 20 No 3 Beaumont 92223 33.946982 -116.977672 0 71 Offer A Yes 4.76 No Yes DSL 52 Yes Yes Yes Yes Yes No No Yes Two Year Yes Credit Card 76.9 5522.7 0 0 337.96 5860.66 Stayed 6284-AHOOQ Male 71 No 0 Avenal 93204 35.916943 -120.129921 0 22 None Yes 46.11 Yes Yes Fiber Optic 27 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.5 1910.6 0 0 1014.42 2925.02 Churned Other Don't know 6284-KMNUF Female 33 Yes 0 Twentynine Palms 92278 34.457829 -116.139589 10 56 Offer B Yes 37.5 Yes Yes Fiber Optic 11 Yes No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 98 5270.6 0 0 2100 7370.6 Stayed 6285-FTQBF Male 53 Yes 3 Hawthorne 90250 33.914775 -118.348083 4 72 Offer A Yes 36.82 Yes No Two Year No Credit Card 25.55 1867.7 0 0 2651.04 4518.74 Stayed 6286-SUUWT Male 44 No 0 Arnold 95223 38.32153 -120.236358 0 1 Offer E Yes 27.08 No No Month-to-Month No Credit Card 19.95 19.95 0 0 27.08 47.03 Joined 6286-ZHAOK Female 47 Yes 7 Firebaugh 93622 36.785618 -120.625382 6 20 Offer D Yes 36.85 Yes No Month-to-Month Yes Bank Withdrawal 25.55 507.4 0 0 737 1244.4 Stayed 6288-CHQJB Female 21 Yes 0 San Bernardino 92405 34.142747 -117.300864 3 54 Offer B Yes 28.17 No Yes DSL 76 Yes No Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 69.95 3871.85 0 0 1521.18 5393.03 Stayed 6288-LBEAR Female 22 No 0 Yountville 94599 38.421458 -122.365048 0 23 None Yes 15.18 No Yes Fiber Optic 46 No Yes No Yes No No No Yes Month-to-Month Yes Credit Card 79.1 1783.75 0 0 349.14 2132.89 Stayed 6289-CPNLD Male 33 Yes 0 Temecula 92591 33.540604 -117.10909 3 33 Offer C Yes 33.32 No Yes DSL 4 No No Yes Yes Yes Yes Yes Yes One Year Yes Mailed Check 73.9 2405.05 0 0 1099.56 3504.61 Churned Competitor Competitor had better devices 6292-TOSSS Male 64 No 0 Mt Baldy 91759 34.231318 -117.662032 0 50 Offer B Yes 47.16 Yes No Two Year No Bank Withdrawal 24.9 1195.25 0 0 2358 3553.25 Stayed 6295-OSINB Male 20 Yes 0 Samoa 95564 40.809636 -124.189977 2 72 Offer A Yes 6.89 Yes Yes Fiber Optic 73 Yes Yes Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 109.65 7880.25 0 10 496.08 8386.33 Stayed 6296-DDOOR Female 19 No 0 Laguna Beach 92651 33.570023 -117.773669 0 19 None Yes 24.35 No Yes Cable 69 No Yes No No Yes No No Yes One Year No Bank Withdrawal 58.2 1045.25 0 0 462.65 1507.9 Stayed 6297-NOOPG Female 41 Yes 0 Temecula 92592 33.507255 -117.029473 4 70 None Yes 28.54 Yes Yes Fiber Optic 23 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.5 7752.05 0 0 1997.8 9749.85 Stayed 6298-QDFNH Male 48 No 0 Banning 92220 33.936298 -116.849577 0 22 None Yes 19.19 Yes Yes Fiber Optic 17 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.35 1730.35 0 0 422.18 2152.53 Churned Dissatisfaction Product dissatisfaction 6300-BWMJX Female 45 Yes 0 Valencia 91355 34.43987 -118.644609 1 59 None Yes 20.78 Yes Yes Fiber Optic 26 No No Yes Yes Yes No No Yes Month-to-Month No Bank Withdrawal 93.35 5386.5 36.07 0 1226.02 6576.45 Stayed 6302-JGYRJ Male 37 No 0 Chico 95928 39.681488 -121.83721 0 31 None Yes 6.71 Yes Yes DSL 3 No Yes No Yes Yes Yes Yes Yes One Year Yes Mailed Check 79.45 2587.7 0 0 208.01 2795.71 Churned Dissatisfaction Product dissatisfaction 6303-KFWSL Female 28 No 0 Los Angeles 90071 34.052917 -118.255178 0 29 None Yes 39.35 Yes Yes DSL 69 No Yes No No No No No Yes One Year Yes Bank Withdrawal 55.25 1620.2 0 0 1141.15 2761.35 Stayed 6304-IJFSQ Male 63 No 0 Calipatria 92233 33.143826 -115.497485 0 3 None Yes 46.57 No Yes Cable 16 No Yes No No No No No Yes Month-to-Month Yes Credit Card 49.9 130.1 0 0 139.71 269.81 Churned Other Moved 6305-YLBMM Male 50 No 0 Hood 95639 38.375325 -121.507935 0 69 None Yes 2.52 No Yes Fiber Optic 24 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.05 7262 0 0 173.88 7435.88 Churned Attitude Attitude of service provider 6308-CQRBU Female 32 Yes 0 Zenia 95595 40.170357 -123.417298 7 71 None Yes 29.78 Yes Yes Fiber Optic 22 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 109.25 7707.7 0 0 2114.38 9822.08 Stayed 6311-UEUME Female 37 No 0 Los Angeles 90025 34.046174 -118.446333 0 29 None Yes 44.33 No Yes Fiber Optic 7 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 78.9 2384.15 0 0 1285.57 3669.72 Churned Price Extra data charges 6313-GIDIT Male 73 No 0 Point Arena 95468 38.911299 -123.609588 0 53 None No Yes DSL 25 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 54.45 2854.55 20.16 0 0 2834.39 Churned Price Price too high 6317-YPKDH Female 54 No 0 Glendale 91202 34.167926 -118.267539 0 1 Offer E No Yes DSL 27 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 29.95 29.95 0 0 0 29.95 Churned Competitor Competitor had better devices 6319-IEJWJ Male 63 Yes 0 Camarillo 93012 34.205504 -118.993111 1 20 None Yes 49.69 No Yes Fiber Optic 10 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.2 1776.55 0 0 993.8 2770.35 Churned Other Moved 6319-QSUSR Female 57 No 1 Oceanside 92056 33.194742 -117.29032 0 11 Offer D Yes 44.88 No No Month-to-Month No Credit Card 19.7 216.2 0 0 493.68 709.88 Stayed 6322-HRPFA Male 42 Yes 2 Los Angeles 90026 34.078991 -118.263804 3 49 Offer B Yes 5.29 No Yes Cable 30 Yes Yes No Yes No No No Yes Month-to-Month No Credit Card 59.6 2970.3 0 0 259.21 3229.51 Stayed 6322-PJJDJ Male 58 Yes 0 Markleeville 96120 38.735789 -119.85798 8 49 Offer B Yes 36.3 No Yes Fiber Optic 9 No Yes No No Yes Yes Yes No Two Year Yes Bank Withdrawal 94.8 4690.65 0 70 1778.7 6539.35 Stayed 6323-AYBRX Male 51 No 0 Ontario 91762 34.057256 -117.667677 0 59 None Yes 26.63 No No Two Year No Credit Card 19.35 1099.6 14.22 0 1571.17 2656.55 Churned Price Price too high 6326-MTTXK Male 56 No 0 Yuba City 95993 39.075694 -121.70606 0 8 Offer E Yes 3.27 Yes Yes Fiber Optic 6 No Yes No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 100.85 819.55 0 0 26.16 845.71 Churned Attitude Attitude of service provider 6328-ZPBGN Female 67 No 0 Riverbank 95367 37.734971 -120.954271 0 11 None Yes 3.62 Yes Yes Fiber Optic 22 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.15 997.65 0 0 39.82 1037.47 Churned Price Extra data charges 6330-JKLPC Male 42 Yes 0 Somis 93066 34.297628 -119.014627 3 11 Offer D Yes 11.5 Yes Yes Fiber Optic 27 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.5 896.9 0 0 126.5 1023.4 Churned Dissatisfaction Product dissatisfaction 6331-EWIEB Male 49 No 0 El Monte 91731 34.079934 -118.046695 0 20 Offer D Yes 1.36 Yes Yes Fiber Optic 25 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.25 1734.5 0 0 27.2 1761.7 Churned Other Moved 6331-LWDTQ Male 49 No 0 Rialto 92377 34.156758 -117.404686 0 10 None Yes 33.75 Yes Yes DSL 11 No No No No Yes Yes Yes No Month-to-Month Yes Credit Card 72.15 794.25 0 80 337.5 1211.75 Churned Dissatisfaction Limited range of services 6332-FBZRI Male 39 Yes 1 Sacramento 95864 38.585826 -121.376263 6 67 None Yes 36.21 Yes Yes DSL 24 Yes Yes Yes Yes No No No Yes One Year Yes Credit Card 69.35 4653.25 9.99 0 2426.07 7069.33 Stayed 6333-YDVLT Male 61 No 0 Oakland 94607 37.80707 -122.297401 0 65 None Yes 33.11 Yes Yes Fiber Optic 10 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 110 7138.65 0 0 2152.15 9290.8 Stayed 6338-AVWCY Male 19 No 0 Escondido 92027 33.141265 -116.967221 0 3 None No Yes DSL 26 No No Yes No Yes No No Yes Month-to-Month Yes Mailed Check 40.15 130.75 0 0 0 130.75 Churned Competitor Competitor made better offer 6339-DKLMK Female 27 No 0 Corona 92879 33.893823 -117.531446 0 13 Offer D No Yes DSL 27 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 31.65 389.95 0 0 0 389.95 Stayed 6339-RZCBJ Male 45 No 0 Colton 92324 34.030915 -117.273201 0 48 None Yes 3.59 No Yes DSL 10 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 78.9 3771.5 0 0 172.32 3943.82 Stayed 6339-TBELP Male 53 No 0 Fillmore 93015 34.408161 -118.865111 0 71 None Yes 6.75 Yes Yes Fiber Optic 15 No No Yes Yes No No No Yes Two Year Yes Credit Card 86.4 6172 0 0 479.25 6651.25 Stayed 6339-YPSAH Male 54 No 0 Tehama 96090 40.021787 -122.127576 0 9 None Yes 1.85 No Yes Fiber Optic 22 No No Yes No No No No No Month-to-Month Yes Bank Withdrawal 73.8 704.3 0 50 16.65 770.95 Stayed 6340-DACFT Female 37 Yes 3 Madeline 96119 41.042003 -120.506086 10 50 None Yes 10.13 No No Two Year No Credit Card 20.55 1070.25 0 0 506.5 1576.75 Stayed 6341-AEVKX Female 37 Yes 0 Ontario 91762 34.057256 -117.667677 5 62 Offer B Yes 44.95 No Yes Fiber Optic 5 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.3 6613.65 0 0 2786.9 9400.55 Stayed 6341-JVQGF Female 26 Yes 0 Van Nuys 91406 34.195685 -118.490752 2 31 None Yes 39.34 No Yes DSL 41 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Mailed Check 81.15 2545.75 0 0 1219.54 3765.29 Stayed 6344-SFJVH Female 41 No 0 Shasta Lake 96019 40.692523 -122.369876 0 20 None No Yes DSL 21 No No No No No No No Yes Month-to-Month No Credit Card 24.9 505.95 0 0 0 505.95 Stayed 6345-FZOQH Male 40 Yes 0 La Canada Flintridge 91011 34.234912 -118.153729 3 69 Offer A Yes 30.86 No No Two Year No Credit Card 19.9 1363.45 0 0 2129.34 3492.79 Stayed 6345-HOVES Male 59 No 0 Los Osos 93402 35.279984 -120.824288 0 34 None No Yes Cable 28 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 25.05 852.7 0 0 0 852.7 Stayed 6345-ULYRW Male 68 Yes 0 Laguna Beach 92651 33.570023 -117.773669 1 44 None Yes 24.62 Yes Yes Cable 14 No Yes No No No Yes Yes Yes One Year No Credit Card 88.4 3912.9 0 0 1083.28 4996.18 Churned Competitor Competitor made better offer 6347-DCUIK Male 28 No 0 Los Angeles 90043 33.988543 -118.334081 0 10 Offer D Yes 29.24 Yes Yes Fiber Optic 85 No No No No No No Yes Yes Month-to-Month Yes Credit Card 74.15 811.8 0 0 292.4 1104.2 Churned Attitude Attitude of support person 6348-SNFUS Male 30 Yes 0 Granada Hills 91344 34.291273 -118.505104 5 72 Offer A No Yes Cable 47 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 55.45 4179.2 0 0 0 4179.2 Stayed 6349-JDHQP Female 62 No 0 Fowler 93625 36.625792 -119.672483 0 53 None Yes 18.81 No No Two Year No Credit Card 19.85 1049.6 0 0 996.93 2046.53 Stayed 6350-XFYGW Male 80 No 0 Ferndale 95536 40.4785 -124.301372 0 4 None Yes 19 No Yes Fiber Optic 17 No No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 94.75 422.4 0 0 76 498.4 Stayed 6351-SCJKT Male 32 No 0 Santa Cruz 95062 36.974575 -121.991149 0 3 None No Yes Cable 25 Yes No Yes Yes No No No Yes Month-to-Month No Credit Card 41.35 107.25 0 0 0 107.25 Joined 6352-GIGGQ Male 19 No 0 Escondido 92027 33.141265 -116.967221 0 67 Offer A Yes 37.32 Yes Yes DSL 59 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 88.8 5903.15 0 0 2500.44 8403.59 Stayed 6352-TWCAU Female 32 No 0 San Diego 92130 32.957195 -117.202542 0 35 None Yes 19.07 Yes Yes Fiber Optic 17 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.45 3029.1 0 0 667.45 3696.55 Churned Competitor Competitor made better offer 6353-BRMMA Female 62 Yes 3 Angwin 94508 38.542448 -122.419923 3 54 Offer B Yes 42.35 Yes Yes Fiber Optic 76 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.1 5645.8 0 0 2286.9 7932.7 Stayed 6356-ELRKD Female 29 No 0 Rancho Mirage 92270 33.763678 -116.429928 0 1 None Yes 6.67 No Yes Fiber Optic 27 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.6 95.6 0 0 6.67 102.27 Churned Other Don't know 6357-JJPQT Female 48 No 0 San Gabriel 91776 34.089927 -118.095645 0 3 None Yes 26.86 No Yes Fiber Optic 5 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 80.5 232.35 0 0 80.58 312.93 Joined 6358-LYNGM Male 26 No 0 Mariposa 95338 37.526791 -119.99437 0 1 Offer E Yes 1.84 Yes Yes Fiber Optic 76 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 74.9 74.9 0 0 1.84 76.74 Churned Other Moved 6360-SVNWV Female 72 No 0 Big Creek 93605 37.17277 -119.2997 0 31 None Yes 47.48 No Yes Fiber Optic 8 Yes No No No No No No Yes Two Year Yes Credit Card 73.55 2094.65 0 0 1471.88 3566.53 Stayed 6362-QHAFM Male 53 Yes 0 Sacramento 95825 38.590035 -121.412455 1 42 None Yes 42.45 Yes Yes Fiber Optic 11 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 108.3 4586.15 0 0 1782.9 6369.05 Stayed 6365-HITVU Female 24 Yes 2 Santa Fe Springs 90670 33.933565 -118.062611 5 71 None Yes 48.08 No Yes Cable 51 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 87.25 6328.7 0 0 3413.68 9742.38 Stayed 6365-MTGZX Male 44 No 0 Glendale 91206 34.162515 -118.203869 0 24 None Yes 24.76 No Yes Fiber Optic 2 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96 2122.45 0 0 594.24 2716.69 Churned Competitor Competitor had better devices 6366-XIVKZ Female 40 Yes 3 San Jose 95122 37.32886 -121.834567 3 13 None Yes 39.2 No Yes Cable 25 Yes No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 63.15 816.8 0 0 509.6 1326.4 Stayed 6366-ZGQGL Male 60 No 0 Pomona 91766 34.042286 -117.756106 0 1 Offer E No Yes Cable 29 No No No No No No No Yes Month-to-Month No Bank Withdrawal 24.8 24.8 0 0 0 24.8 Churned Dissatisfaction Service dissatisfaction 6368-NWMCE Female 61 No 0 Merced 95340 37.255637 -120.493537 0 38 None Yes 21.19 Yes Yes DSL 24 No Yes No Yes No Yes Yes Yes Month-to-Month No Credit Card 68.15 2656.3 0 0 805.22 3461.52 Stayed 6368-TZZDT Male 62 Yes 2 Vacaville 95687 38.333133 -121.920151 8 4 None Yes 3.57 No No Two Year No Credit Card 19.5 96.85 0 0 14.28 111.13 Stayed 6369-MCAKO Female 50 Yes 1 Monterey Park 91755 34.049172 -118.115022 4 68 Offer A Yes 47.91 Yes Yes DSL 23 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 89.05 6185.8 0 0 3257.88 9443.68 Stayed 6370-ZVHDV Female 52 Yes 0 Buellton 93427 34.631362 -120.238218 1 61 Offer B Yes 40.37 Yes No Two Year No Bank Withdrawal 25.3 1554.9 0 0 2462.57 4017.47 Stayed 6371-NZYEG Male 38 Yes 0 Long Beach 90814 33.771612 -118.143866 9 16 None Yes 23.31 No Yes DSL 27 Yes No Yes No Yes No No Yes Two Year No Credit Card 64.25 1024 0 0 372.96 1396.96 Stayed 6372-RFVNS Female 55 Yes 0 Placentia 92870 33.881158 -117.854783 1 1 Offer E Yes 28.04 No Yes Fiber Optic 30 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 78.8 78.8 0 0 28.04 106.84 Churned Attitude Attitude of service provider 6374-AFWOX Male 23 Yes 0 Long Beach 90815 33.797638 -118.11662 3 46 None Yes 46.71 No Yes Cable 41 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 65.65 3047.15 0 0 2148.66 5195.81 Stayed 6374-NTQLP Male 67 Yes 2 Trinity Center 96091 41.081847 -122.700545 4 72 None Yes 16.82 No Yes Fiber Optic 25 Yes No Yes Yes Yes Yes No No Two Year Yes Credit Card 104.1 7447.7 0 40 1211.04 8698.74 Stayed 6376-GAHQE Male 48 No 0 Dutch Flat 95714 39.197215 -120.83679 0 4 Offer E Yes 42.8 No Yes Fiber Optic 28 No No No No Yes No No No Month-to-Month No Bank Withdrawal 77.85 299.2 0 10 171.2 480.4 Churned Other Don't know 6377-KSLXC Male 31 No 0 Fair Oaks 95628 38.652065 -121.25441 0 5 None Yes 24.16 No No Month-to-Month No Credit Card 19.95 107.05 0 0 120.8 227.85 Stayed 6377-WHAOX Female 48 Yes 0 Gualala 95445 38.848082 -123.50608 5 60 Offer B Yes 9.98 Yes Yes Fiber Optic 22 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.15 6411.25 0 0 598.8 7010.05 Stayed 6379-RXJRQ Male 42 Yes 0 Modesto 95358 37.612612 -121.108568 1 10 None Yes 22.03 No Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.1 659.65 34.69 0 220.3 845.26 Churned Dissatisfaction Network reliability 6380-ARCEH Male 19 No 0 Inglewood 90304 33.936827 -118.359824 0 1 Offer E Yes 41.1 No No Month-to-Month No Credit Card 20.2 20.2 0 0 41.1 61.3 Joined 6383-ZTSIW Female 77 Yes 0 Gustine 95322 37.147198 -121.120161 6 39 None Yes 9.13 No Yes Fiber Optic 18 Yes Yes No No Yes Yes No Yes One Year No Mailed Check 99.1 3877.95 0 0 356.07 4234.02 Stayed 6384-VMJHP Female 23 No 0 Bethel Island 94511 38.050558 -121.646924 0 72 Offer A Yes 23.02 No Yes Cable 69 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 73 5265.2 0 0 1657.44 6922.64 Stayed 6386-SZZKH Female 38 Yes 0 San Diego 92126 32.886925 -117.152162 1 49 None Yes 6.45 Yes Yes Fiber Optic 10 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 107.95 5293.2 0 0 316.05 5609.25 Churned Competitor Competitor made better offer 6388-TABGU Male 48 No 0 Los Angeles 90011 34.00709 -118.258681 0 62 Offer B Yes 7.96 No Yes DSL 8 Yes Yes No No No No No Yes One Year No Bank Withdrawal 56.15 3487.95 0 0 493.52 3981.47 Stayed 6390-DSAZX Female 21 No 0 San Diego 92122 32.85723 -117.209774 0 1 None Yes 6.19 No Yes Fiber Optic 52 Yes No No No No No Yes Yes Month-to-Month Yes Credit Card 73.6 73.6 0 0 6.19 79.79 Churned Competitor Competitor made better offer 6393-WRYZE Female 35 Yes 0 Bridgeville 95526 40.372532 -123.525626 1 34 None Yes 43.33 Yes Yes Fiber Optic 16 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 97.65 3207.55 0 0 1473.22 4680.77 Churned Other Don't know 6394-HHHZM Male 27 No 0 Little River 95456 39.245911 -123.77214 0 3 Offer E Yes 38.41 No No Month-to-Month No Credit Card 20.7 57.5 0 0 115.23 172.73 Joined 6394-MFYNG Female 20 No 0 Solana Beach 92075 33.001813 -117.263628 0 48 None Yes 5.19 Yes Yes Fiber Optic 47 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 107.4 5121.3 0 0 249.12 5370.42 Churned Attitude Attitude of support person 6397-JNZZG Female 70 Yes 0 Adin 96006 41.171578 -120.913161 1 43 Offer B No Yes DSL 21 No Yes Yes No Yes Yes No Yes Month-to-Month No Credit Card 55.55 2342.2 0 0 0 2342.2 Churned Competitor Competitor had better devices 6400-BWQKW Female 51 No 0 San Mateo 94402 37.556634 -122.317723 0 6 None Yes 19.74 Yes Yes Fiber Optic 27 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.05 434.5 0 0 118.44 552.94 Churned Dissatisfaction Network reliability 6402-EJMWF Male 33 No 0 San Jacinto 92583 33.796568 -116.924723 0 4 None Yes 21.03 No Yes DSL 3 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 55.3 238.5 0 0 84.12 322.62 Stayed 6402-SSEJG Female 31 No 0 Ben Lomond 95005 37.078873 -122.090386 0 25 None No Yes DSL 9 Yes Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 61.05 1540.2 0 0 0 1540.2 Stayed 6402-ZFPPI Female 75 No 0 Fair Oaks 95628 38.652065 -121.25441 0 25 None Yes 36.5 Yes Yes Fiber Optic 30 Yes Yes No No Yes Yes No Yes Month-to-Month Yes Credit Card 102.8 2660.2 0 0 912.5 3572.7 Churned Price Price too high 6407-GSJNL Female 56 No 0 Fontana 92337 34.049671 -117.468896 0 51 Offer B Yes 44.35 Yes No Two Year No Bank Withdrawal 24.95 1288 0 0 2261.85 3549.85 Stayed 6407-UTSLV Female 76 No 0 Compton 90222 33.912246 -118.236773 0 2 None Yes 32.98 No Yes Fiber Optic 14 No Yes No No Yes No No Yes Two Year Yes Bank Withdrawal 83.8 163.7 0 0 65.96 229.66 Joined 6408-OTUBZ Female 44 No 0 Glendale 91208 34.195386 -118.238508 0 66 Offer A Yes 16.39 Yes Yes Fiber Optic 26 Yes Yes Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 104.55 6779.05 0 0 1081.74 7860.79 Stayed 6408-WHTEF Male 45 Yes 2 Valyermo 93563 34.39583 -117.734568 7 72 None Yes 2.75 Yes Yes DSL 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 89.4 6376.55 0 0 198 6574.55 Stayed 6410-LEFEN Female 38 No 0 San Diego 92108 32.774046 -117.142454 0 9 None Yes 15.62 No Yes DSL 2 No No No No No No No Yes Month-to-Month No Bank Withdrawal 45.15 416.45 0 0 140.58 557.03 Churned Dissatisfaction Product dissatisfaction 6413-XKKPU Male 54 Yes 0 Sierra City 96125 39.600599 -120.636358 1 17 None Yes 19.19 No Yes Fiber Optic 22 Yes No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.4 1539.45 0 0 326.23 1865.68 Churned Dissatisfaction Service dissatisfaction 6416-JNVRK Female 50 No 0 Gardena 90248 33.876482 -118.284077 0 46 Offer B Yes 2.03 No Yes Cable 7 No No No No No Yes Yes Yes One Year No Credit Card 55.65 2688.85 0 0 93.38 2782.23 Stayed 6416-TVAIH Male 39 Yes 0 San Francisco 94127 37.736535 -122.45732 1 1 Offer E Yes 30.62 No Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 68.5 68.5 0 0 30.62 99.12 Churned Competitor Competitor offered more data 6416-YJTTB Male 20 No 0 Downieville 95936 39.578792 -120.780786 0 11 Offer D Yes 8.48 No Yes Fiber Optic 52 Yes No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 79.5 795.65 0 0 93.28 888.93 Stayed 6418-HNFED Male 33 Yes 0 Huntington Beach 92648 33.679659 -118.016195 1 51 Offer B Yes 40.34 No Yes DSL 9 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 83.25 4089.45 0 0 2057.34 6146.79 Stayed 6418-PIQSP Female 49 Yes 0 Perris 92570 33.787298 -117.320676 6 62 Offer B Yes 13.32 No Yes Cable 22 Yes No Yes Yes Yes Yes Yes Yes Two Year No Mailed Check 81 4985.9 0 0 825.84 5811.74 Stayed 6419-ZTTLE Male 69 Yes 0 Yountville 94599 38.421458 -122.365048 2 23 None Yes 45.83 No No One Year Yes Bank Withdrawal 20.75 485.2 37.64 0 1054.09 1501.65 Stayed 6421-SZVEM Female 30 Yes 1 Carson 90745 33.822295 -118.26411 4 28 Offer C Yes 16.13 No Yes Fiber Optic 69 Yes No No No No Yes Yes Yes One Year Yes Bank Withdrawal 82.85 2320.8 0 0 451.64 2772.44 Stayed 6424-ELEYH Female 39 Yes 0 Lebec 93243 34.845861 -118.885163 1 3 Offer E Yes 35.18 Yes Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month Yes Credit Card 74.75 229.5 0 0 105.54 335.04 Churned Competitor Competitor had better devices 6425-JWTDV Male 43 Yes 0 Boron 93516 34.95703 -117.73045 5 48 Offer B Yes 15.95 No No Two Year No Credit Card 19.25 855.1 0 0 765.6 1620.7 Stayed 6425-YQLLO Female 68 Yes 0 Pinole 94564 37.996462 -122.293716 1 66 None Yes 27.75 Yes Yes Fiber Optic 11 No No Yes Yes Yes Yes No Yes One Year Yes Credit Card 105.95 6975.25 0 0 1831.5 8806.75 Churned Other Don't know 6427-FEFIG Female 63 Yes 3 South San Francisco 94080 37.654436 -122.426468 8 24 Offer C Yes 21.43 Yes Yes DSL 56 Yes No Yes No Yes Yes Yes Yes Two Year No Credit Card 78.6 1846.65 0 0 514.32 2360.97 Stayed 6429-SHBCB Male 54 No 0 Maxwell 95955 39.281194 -122.226568 0 19 Offer D Yes 13.76 Yes Yes DSL 4 No No No No Yes Yes Yes Yes Month-to-Month No Mailed Check 69.6 1394.55 0 0 261.44 1655.99 Stayed 6432-TWQLB Male 51 Yes 0 Rosemead 91770 34.065108 -118.082791 1 5 Offer E Yes 42.29 Yes Yes Fiber Optic 16 No Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 85.4 401.1 45.37 0 211.45 567.18 Churned Dissatisfaction Network reliability 6434-TTGJP Male 49 Yes 2 Geyserville 95441 38.731771 -123.064272 2 10 Offer D No Yes Cable 24 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 53.7 521 22.97 0 0 498.03 Stayed 6435-SRWBJ Female 21 No 0 Los Angeles 90068 34.137411 -118.328915 0 5 Offer E Yes 29.74 Yes Yes Fiber Optic 42 No No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 82.75 417.75 0 0 148.7 566.45 Stayed 6435-VWCCY Male 71 Yes 0 Oro Grande 92368 34.647959 -117.296957 3 65 Offer B Yes 27.14 Yes Yes Fiber Optic 26 Yes Yes No No Yes No No Yes Two Year Yes Credit Card 92.7 5968.4 0 0 1764.1 7732.5 Stayed 6437-UDQJM Female 72 Yes 0 Los Angeles 90023 34.017697 -118.200577 5 72 None Yes 47.4 Yes Yes DSL 28 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 84.1 6129.65 0 0 3412.8 9542.45 Stayed 6437-UKHMV Female 31 No 0 Moreno Valley 92557 33.970661 -117.255039 0 7 None Yes 28.92 No Yes Fiber Optic 16 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.7 586.05 0 0 202.44 788.49 Churned Attitude Attitude of support person 6439-GTPCA Female 29 No 0 San Diego 92129 32.961064 -117.134917 0 45 None Yes 4.48 Yes Yes Cable 51 No No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 87.25 3941.7 0 0 201.6 4143.3 Churned Competitor Competitor made better offer 6439-LAJXL Male 47 Yes 0 Echo Lake 95721 38.851842 -120.076204 2 9 Offer E Yes 34.64 No Yes DSL 7 Yes Yes No Yes Yes No No Yes Month-to-Month Yes Mailed Check 68.95 593.85 0 0 311.76 905.61 Stayed 6439-PKTRR Female 50 Yes 2 San Diego 92121 32.898613 -117.202937 6 70 Offer A Yes 4.11 Yes Yes Cable 16 Yes Yes Yes Yes Yes No No Yes Two Year No Bank Withdrawal 80.7 5617.95 0 0 287.7 5905.65 Stayed 6440-DKQGE Male 52 No 0 Carson 90746 33.859171 -118.252272 0 30 Offer C Yes 27.88 No Yes Cable 6 No Yes Yes No Yes No No No One Year No Credit Card 64.5 1929.95 0 0 836.4 2766.35 Stayed 6445-TNRXS Male 61 Yes 1 Richmond 94805 37.941456 -122.320968 5 68 Offer A Yes 32.59 Yes Yes Fiber Optic 24 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 114.7 7849.85 0 0 2216.12 10065.97 Stayed 6447-EGDIV Female 23 No 0 Santa Monica 90401 34.015481 -118.493231 0 31 None Yes 31.79 No No One Year No Mailed Check 20.95 683.25 0 0 985.49 1668.74 Stayed 6447-GORXK Male 20 No 3 San Diego 92128 33.000269 -117.072093 0 31 Offer C No Yes Cable 51 No No No No No No No Yes Month-to-Month No Credit Card 25 789.2 22.4 0 0 766.8 Stayed 6457-GIRWB Male 57 No 0 Carlsbad 92008 33.148116 -117.306043 0 1 None Yes 22.03 No Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.35 69.35 0 0 22.03 91.38 Churned Attitude Attitude of service provider 6457-USBER Male 34 No 0 San Diego 92121 32.898613 -117.202937 0 1 None Yes 41.77 No Yes Fiber Optic 15 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.8 80.8 0 0 41.77 122.57 Churned Competitor Competitor made better offer 6458-CYIDZ Female 72 No 0 Albion 95410 39.225694 -123.717354 0 5 Offer E Yes 36.27 No Yes Fiber Optic 17 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 80.7 374.8 0 0 181.35 556.15 Stayed 6461-PPAXN Female 20 Yes 0 Napa 94559 38.232389 -122.324944 5 35 None Yes 42.18 No Yes Cable 59 Yes No No Yes No No No Yes One Year Yes Bank Withdrawal 54.95 1916 0 0 1476.3 3392.3 Stayed 6461-SZMCV Female 46 Yes 0 Corte Madera 94925 37.924014 -122.511694 7 71 None Yes 9.06 Yes Yes DSL 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 87.95 6365.35 0 0 643.26 7008.61 Stayed 6463-HHXJR Female 61 Yes 2 Lemon Cove 93244 36.462671 -118.997291 5 71 Offer A Yes 36.5 Yes Yes Fiber Optic 19 Yes Yes Yes No Yes No No Yes Two Year No Bank Withdrawal 100.5 7030.65 0 0 2591.5 9622.15 Stayed 6463-MVYRY Female 67 No 0 Palo Alto 94301 37.444314 -122.149996 0 57 Offer B Yes 11.23 No Yes DSL 30 Yes No Yes Yes Yes No No Yes Two Year No Bank Withdrawal 69.85 4003 0 0 640.11 4643.11 Stayed 6464-KEXXH Male 55 No 0 Fillmore 93015 34.408161 -118.865111 0 8 None No Yes Cable 16 No No No No No No No Yes Month-to-Month Yes Credit Card 25.25 186.3 0 0 0 186.3 Stayed 6465-GSRCL Female 19 No 2 Plymouth 95669 38.489273 -120.891614 0 67 Offer A Yes 18.74 Yes Yes Fiber Optic 59 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 106.6 7244.7 0 0 1255.58 8500.28 Stayed 6467-CHFZW Male 61 Yes 1 Los Angeles 90028 34.099869 -118.326843 1 47 None Yes 31.35 Yes Yes Fiber Optic 16 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.35 4749.15 0 0 1473.45 6222.6 Churned Competitor Competitor had better devices 6469-MRVET Male 32 Yes 0 Van Nuys 91401 34.178483 -118.431791 8 1 None Yes 44.69 No No One Year Yes Bank Withdrawal -3 20.2 0 0 44.69 64.89 Joined 6469-QJKZW Female 35 Yes 0 Arroyo Grande 93420 35.176236 -120.483243 5 4 None Yes 45.84 No No Month-to-Month No Bank Withdrawal 20.15 91.4 0 0 183.36 274.76 Stayed 6473-ULUHT Male 22 Yes 2 San Diego 92126 32.886925 -117.152162 5 16 Offer D Yes 9.16 Yes Yes DSL 59 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 84.9 1398.25 0 0 146.56 1544.81 Stayed 6474-FVJLC Male 61 No 0 Sherman Oaks 91423 34.146957 -118.432138 0 2 Offer E Yes 43.47 Yes Yes Fiber Optic 30 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 86 165.45 0 0 86.94 252.39 Churned Attitude Attitude of support person 6475-VHUIZ Female 47 Yes 0 Myers Flat 95554 40.267158 -123.805913 6 23 Offer D Yes 38.93 No Yes Cable 4 No No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 54.25 1221.55 0 0 895.39 2116.94 Stayed 6476-EPYZR Male 57 Yes 1 Wishon 93669 37.287758 -119.548156 6 12 None Yes 46.06 No No Month-to-Month No Credit Card 20.5 255.5 0 0 552.72 808.22 Stayed 6476-YHMGA Female 63 Yes 1 Benton 93512 37.653947 -118.231443 5 15 None Yes 39.77 No Yes DSL 18 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 76.5 1155.6 0 0 596.55 1752.15 Stayed 6478-HRRCZ Male 47 Yes 0 Stirling City 95978 39.904002 -121.527823 7 32 None Yes 44.45 No Yes DSL 6 Yes Yes No Yes No Yes Yes Yes One Year No Credit Card 70.5 2201.75 0 0 1422.4 3624.15 Stayed 6479-OAUSD Male 41 No 0 Mokelumne Hill 95245 38.304194 -120.592431 0 25 Offer C Yes 7.17 No No One Year No Credit Card 19.9 510.8 0 0 179.25 690.05 Stayed 6479-SZPLM Male 26 Yes 2 Anaheim 92805 33.830209 -117.906099 2 36 None Yes 32.3 No No Two Year No Credit Card 19.45 754.5 0 0 1162.8 1917.3 Stayed 6479-VDGRK Female 46 Yes 1 Cardiff By The Sea 92007 33.015866 -117.272254 0 72 None Yes 36.13 No Yes Cable 21 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 85.3 6129.2 0 0 2601.36 8730.56 Stayed 6480-YAGIY Male 57 No 0 San Francisco 94117 37.770533 -122.445121 0 45 None Yes 28.72 No Yes Fiber Optic 3 Yes Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 112.2 5031.85 0 0 1292.4 6324.25 Stayed 6481-ESCNL Female 33 No 0 Clayton 94517 37.881842 -121.848111 0 29 None Yes 10.67 Yes Yes Fiber Optic 12 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 100.55 2878.75 0 0 309.43 3188.18 Stayed 6481-LXPWL Male 61 Yes 1 Palo Alto 94306 37.416159 -122.131337 1 56 None No Yes DSL 28 No Yes Yes No No No No No One Year Yes Credit Card 36.1 1971.5 0 60 0 2031.5 Stayed 6481-OGDOO Male 31 Yes 0 San Diego 92129 32.961064 -117.134917 1 67 Offer A Yes 30.75 No Yes Fiber Optic 5 Yes Yes No No No Yes Yes Yes One Year Yes Credit Card 90.6 6056.15 0 0 2060.25 8116.4 Churned Competitor Competitor made better offer 6483-OATDN Male 47 Yes 1 Monrovia 91016 34.1528 -118.000482 7 8 None Yes 10.36 No Yes DSL 20 Yes No No No No No No Yes Month-to-Month Yes Credit Card 51.3 411.6 15.02 0 82.88 479.46 Stayed 6484-LATFU Male 20 No 0 Linden 95236 38.047746 -121.030499 0 68 None Yes 5.84 Yes No Two Year No Credit Card 24.55 1657.4 0 0 397.12 2054.52 Stayed 6485-QXWWE Female 51 No 3 Old Station 96071 40.656287 -121.428965 0 62 Offer B Yes 2.83 Yes No Two Year No Bank Withdrawal 26 1638.7 0 0 175.46 1814.16 Stayed 6486-LHTMA Female 67 Yes 0 California City 93505 35.151491 -117.927597 1 31 None Yes 44.26 Yes Yes Fiber Optic 22 No No Yes No Yes No No Yes One Year Yes Bank Withdrawal 90.7 2835.5 0 0 1372.06 4207.56 Stayed 6490-FGZAT Male 33 No 0 Strathmore 93267 36.141319 -119.129075 0 6 Offer E Yes 32.34 No No Month-to-Month No Credit Card 20.65 109.3 0 0 194.04 303.34 Stayed 6496-JDSSB Female 24 No 0 Oak Park 91377 34.19225 -118.776874 0 8 None Yes 39.92 No Yes Fiber Optic 73 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 80 624.6 0 0 319.36 943.96 Stayed 6496-SLWHQ Male 68 No 0 Moraga 94556 37.827946 -122.107185 0 3 Offer E Yes 35.43 Yes Yes Fiber Optic 18 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 105 294.45 0 0 106.29 400.74 Churned Attitude Attitude of support person 6497-TILVL Female 20 Yes 2 La Mirada 90638 33.902045 -118.008961 1 7 None Yes 25.64 No Yes DSL 71 Yes No No No No No No Yes Month-to-Month No Credit Card 50.7 350.35 0 0 179.48 529.83 Stayed 6500-JVEGC Male 56 No 0 Lakewood 90715 33.841027 -118.078097 0 68 None Yes 11.22 Yes Yes Fiber Optic 7 Yes Yes Yes No Yes No No Yes One Year No Bank Withdrawal 101.35 7110.75 0 0 762.96 7873.71 Stayed 6502-HCJTI Male 78 Yes 0 Lakewood 90712 33.840524 -118.148403 0 7 None Yes 9.7 Yes Yes Fiber Optic 17 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 94.7 673.1 0 0 67.9 741 Churned Attitude Attitude of service provider 6502-KUGLL Female 29 Yes 2 El Monte 91732 34.074492 -118.01462 4 14 Offer D Yes 42.64 No Yes DSL 69 Yes Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 59.45 780.85 0 0 596.96 1377.81 Stayed 6502-MJQAE Male 27 No 0 Escondido 92027 33.141265 -116.967221 0 1 None Yes 46.21 No Yes Fiber Optic 58 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 69.6 69.6 0 0 46.21 115.81 Churned Competitor Competitor made better offer 6504-VBLFL Male 38 Yes 0 Madeline 96119 41.042003 -120.506086 9 55 Offer B Yes 6.63 No Yes DSL 23 Yes Yes Yes No No No No Yes Two Year No Bank Withdrawal 58.6 3068.6 0 0 364.65 3433.25 Stayed 6505-OZNPG Female 21 No 0 Annapolis 95412 38.731055 -123.316553 0 6 None No Yes Cable 52 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Mailed Check 63.4 348.8 0 10 0 358.8 Stayed 6506-EYCNH Female 27 Yes 3 Montclair 91763 34.072121 -117.698319 9 28 None Yes 15.85 No No Month-to-Month Yes Bank Withdrawal 19.55 543.8 0 0 443.8 987.6 Stayed 6507-DTJZV Male 50 No 1 Cardiff By The Sea 92007 33.015866 -117.272254 0 13 Offer D Yes 30.19 No Yes DSL 17 No No No No Yes Yes Yes Yes Month-to-Month No Credit Card 66.4 831.75 0 0 392.47 1224.22 Stayed 6507-ZJSUR Male 76 Yes 0 Albion 95410 39.225694 -123.717354 6 23 None Yes 46.82 No Yes Fiber Optic 11 No No No No Yes Yes No No One Year Yes Bank Withdrawal 90.45 2117.25 0 30 1076.86 3224.11 Stayed 6508-NJYRO Male 36 Yes 0 Carlsbad 92009 33.098018 -117.258203 5 15 None Yes 14.27 No No One Year No Credit Card 18.8 294.95 0 0 214.05 509 Stayed 6509-TSGWN Female 42 Yes 2 Fallbrook 92028 33.362575 -117.299644 1 37 None Yes 31.83 Yes No Month-to-Month No Credit Card 26.45 911.6 0 0 1177.71 2089.31 Stayed 6510-UPNKS Female 21 No 0 Emigrant Gap 95715 39.23754 -120.720196 0 23 None Yes 43.77 Yes No One Year No Credit Card 24.8 615.35 0 0 1006.71 1622.06 Stayed 6513-EECDB Male 75 Yes 0 San Francisco 94114 37.758085 -122.434801 0 1 None Yes 36.92 Yes Yes Fiber Optic 6 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.55 73.55 0 0 36.92 110.47 Churned Price Price too high 6516-NKQBO Male 28 Yes 0 Corona 92882 33.819385 -117.600213 1 38 None Yes 22.05 No Yes Cable 73 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 81 3084.9 0 0 837.9 3922.8 Stayed 6518-KZXCB Male 61 No 0 Cassel 96016 40.936285 -121.572692 0 22 Offer D Yes 4.79 Yes No Two Year No Credit Card 25.25 566.5 0 0 105.38 671.88 Stayed 6518-LGAOV Female 60 Yes 0 San Diego 92121 32.898613 -117.202937 1 38 None Yes 19.08 Yes Yes Fiber Optic 4 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105 4026.4 0 0 725.04 4751.44 Churned Other Don't know 6518-PPLMZ Male 38 Yes 3 Clio 96106 39.745805 -120.580882 8 53 None Yes 25.32 No No Two Year Yes Credit Card 19.4 1110.35 0 0 1341.96 2452.31 Stayed 6519-CFDBX Female 31 No 0 Torrance 90505 33.807882 -118.347957 0 2 None Yes 10.81 No Yes Cable 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.4 80.95 0 0 21.62 102.57 Joined 6519-ZHPXP Female 51 Yes 2 Sacramento 95824 38.517295 -121.439819 1 72 None Yes 41.55 No Yes Fiber Optic 25 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 108.3 7679.65 36.13 50 2991.6 10685.12 Stayed 6521-YYTYI Male 59 No 0 Navarro 95463 39.182916 -123.552571 0 1 Offer E Yes 7.99 Yes Yes Fiber Optic 30 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.3 93.3 0 0 7.99 101.29 Churned Other Moved 6522-OIQSX Female 60 Yes 3 Alta 95701 39.218096 -120.79153 4 69 Offer A No Yes Cable 56 No Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 54.95 3772.5 0 0 0 3772.5 Stayed 6522-YRBXD Male 68 Yes 0 Anaheim 92802 33.807864 -117.923782 3 35 Offer C Yes 20.44 Yes Yes Fiber Optic 18 Yes Yes No No No Yes No Yes One Year Yes Bank Withdrawal 94.55 3365.4 0 0 715.4 4080.8 Stayed 6527-PZFPV Male 19 Yes 2 Los Angeles 90023 34.017697 -118.200577 6 24 Offer C Yes 25.84 No No One Year Yes Credit Card 20.8 469.65 0 0 620.16 1089.81 Stayed 6532-YLWSI Female 25 Yes 0 Crescent Mills 95934 40.080342 -120.957805 1 53 Offer B Yes 37.85 No No One Year No Bank Withdrawal 20.8 1021.8 0 0 2006.05 3027.85 Churned Price Price too high 6537-OTKMY Male 52 No 0 Covelo 95428 39.83307 -123.178765 0 15 Offer D No Yes DSL 14 No No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 50.75 688.2 32.55 0 0 655.65 Stayed 6537-QLGEX Female 34 No 0 Mammoth Lakes 93546 37.550074 -118.837167 0 16 None No Yes DSL 30 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 38.9 664.4 0 0 0 664.4 Stayed 6538-POCHL Male 59 No 0 Mountain Center 92561 33.638645 -116.55783 0 33 Offer C Yes 17.63 No Yes Fiber Optic 19 No Yes Yes No No No No Yes Month-to-Month Yes Credit Card 79 2576.8 0 0 581.79 3158.59 Stayed 6542-LWGXJ Male 46 Yes 0 Pixley 93256 35.957019 -119.330928 1 3 Offer E No Yes DSL 12 No No No No No No No Yes Month-to-Month No Credit Card 25 78.25 0 0 0 78.25 Joined 6543-CPZMK Male 32 Yes 0 Ventura 93001 34.360261 -119.306383 1 9 Offer E No Yes DSL 9 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 29.95 248.95 0 10 0 258.95 Churned Competitor Competitor offered more data 6543-JXSOO Female 30 Yes 0 Clipper Mills 95930 39.562239 -121.14836 5 23 Offer D Yes 12.88 No Yes DSL 41 Yes Yes No Yes No No No Yes One Year Yes Credit Card 57.75 1282.85 0 0 296.24 1579.09 Stayed 6543-XRMYR Female 73 No 0 Stockton 95209 38.044523 -121.348048 0 30 None Yes 43.61 Yes Yes Fiber Optic 8 No Yes No No Yes Yes No No Month-to-Month Yes Bank Withdrawal 99.7 2967.35 0 80 1308.3 4355.65 Churned Dissatisfaction Product dissatisfaction 6546-OPBBH Male 40 Yes 3 Santa Ana 92704 33.719869 -117.907063 1 51 None Yes 42.55 Yes No One Year Yes Credit Card 23.95 1216.35 0 0 2170.05 3386.4 Stayed 6549-BTYPG Female 19 Yes 0 Sebastopol 95472 38.398815 -122.861923 5 60 None No Yes DSL 69 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 60.8 3603.45 0 0 0 3603.45 Stayed 6549-NNDYT Female 59 No 0 Fresno 93720 36.878709 -119.7645 0 13 None No Yes Cable 7 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 30.85 394.1 0 0 0 394.1 Stayed 6549-YMFAW Male 70 Yes 0 Los Olivos 93441 34.70434 -120.02609 1 9 None Yes 1.66 No No One Year Yes Credit Card 21.25 204.55 0 0 14.94 219.49 Stayed 6551-GNYDG Female 33 Yes 1 Long Beach 90808 33.823943 -118.111335 7 14 None Yes 40.22 No Yes Fiber Optic 19 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.9 1152.8 0 0 563.08 1715.88 Stayed 6551-VLJMV Male 44 Yes 0 Hemet 92543 33.739415 -116.968339 6 34 Offer C Yes 4.42 No No Two Year No Credit Card 20.05 679 0 0 150.28 829.28 Stayed 6551-ZCOTS Male 73 No 0 Torrance 90503 33.840399 -118.353714 0 33 Offer C Yes 3.15 Yes No One Year Yes Bank Withdrawal 24.9 847.8 0 0 103.95 951.75 Stayed 6556-DBKZF Female 38 Yes 1 Chula Vista 91915 32.605012 -116.97595 6 71 None Yes 9.4 No Yes Fiber Optic 10 No No Yes No No No No Yes Two Year No Bank Withdrawal 76.05 5436.45 0 0 667.4 6103.85 Stayed 6557-BZXLQ Male 66 No 0 Cabazon 92230 33.929812 -116.76058 0 16 Offer D Yes 22.9 No Yes Fiber Optic 24 No No No No No No No Yes Two Year No Bank Withdrawal 69.65 1043.3 0 0 366.4 1409.7 Stayed 6559-ILWKJ Male 44 Yes 0 Fresno 93722 36.78979 -119.929894 1 71 None No Yes Cable 25 No Yes No No Yes Yes Yes No Two Year No Bank Withdrawal 49.35 3515.25 0 100 0 3615.25 Churned Dissatisfaction Product dissatisfaction 6559-PDZLR Male 26 No 0 Desert Center 92239 33.889605 -115.257009 0 26 None Yes 37 No Yes Fiber Optic 76 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.65 2537 0 0 962 3499 Stayed 6559-RAKOZ Male 61 Yes 1 Orange Cove 93646 36.633498 -119.298895 7 49 Offer B Yes 16.02 Yes Yes Fiber Optic 18 No No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 97.95 4917.9 0 0 784.98 5702.88 Stayed 6563-VNPMN Female 80 No 0 Sylmar 91342 34.321621 -118.399841 0 45 None Yes 4.14 No Yes Fiber Optic 20 Yes Yes No Yes No No No No Month-to-Month Yes Bank Withdrawal 85.7 3778.1 0 50 186.3 4014.4 Stayed 6563-VRERX Male 63 Yes 0 San Diego 92121 32.898613 -117.202937 2 33 None Yes 34.22 No No One Year No Credit Card 20.6 690.25 0 0 1129.26 1819.51 Stayed 6567-HOOPW Female 69 No 0 Folsom 95630 38.672638 -121.147403 0 1 None Yes 20.06 No Yes Fiber Optic 24 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal -7 79.2 0 0 20.06 99.26 Churned Competitor Competitor made better offer 6568-POCUI Female 51 Yes 0 Strawberry Valley 95981 39.58458 -121.093256 3 45 None Yes 48.02 No Yes Fiber Optic 18 No No No Yes Yes Yes Yes No Two Year Yes Credit Card 95.2 4285.8 43.95 50 2160.9 6452.75 Stayed 6569-KTMDU Female 28 No 0 Sacramento 95826 38.542532 -121.378826 0 1 None Yes 5.02 No No Month-to-Month No Mailed Check 19.1 19.1 0 0 5.02 24.12 Joined 6572-ADKRS Female 19 No 0 Los Angeles 90040 33.994524 -118.149953 0 46 Offer B Yes 42.44 No Yes Fiber Optic 69 No No Yes No No No No Yes Month-to-Month Yes Credit Card 74.8 3548.3 0 0 1952.24 5500.54 Stayed 6574-MCOEH Female 47 Yes 2 Escondido 92026 33.21846 -117.116916 2 33 None Yes 31.59 Yes Yes Cable 18 No No Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 79.15 2531.4 0 20 1042.47 3593.87 Stayed 6575-SUVOI Female 65 Yes 0 Los Angeles 90062 34.003553 -118.308933 9 25 None Yes 30.6 Yes Yes DSL 2 Yes No No Yes Yes No No Yes One Year Yes Credit Card 69.5 1752.65 0 0 765 2517.65 Stayed 6576-FBXOJ Male 29 Yes 0 Yuba City 95991 39.02741 -121.614982 5 17 Offer D No Yes DSL 27 No No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 54.6 934.8 47.73 0 0 887.07 Stayed 6578-KRMAW Male 22 No 0 Planada 95365 37.329725 -120.306399 0 32 None Yes 46.33 No Yes Fiber Optic 85 Yes Yes Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 93.4 2979.3 0 0 1482.56 4461.86 Stayed 6579-JPICP Male 31 No 0 Riverside 92505 33.920907 -117.489426 0 1 None Yes 17.81 No No Month-to-Month No Mailed Check 20.4 20.4 0 0 17.81 38.21 Joined 6581-NQCBA Female 36 Yes 0 Snelling 95369 37.521708 -120.426843 1 16 Offer D No Yes DSL 29 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 49.95 810.2 0 0 0 810.2 Churned Other Don't know 6582-OIVSP Female 25 No 0 Glendale 91203 34.153338 -118.262974 0 1 None Yes 47.36 No Yes Cable 41 No No No No No No No Yes Month-to-Month No Credit Card 45.3 45.3 0 0 47.36 92.66 Joined 6582-PLFUU Male 40 Yes 1 Cedarville 96104 41.505916 -120.152505 1 51 Offer B Yes 28.96 No No Two Year No Credit Card 19.55 1086.75 0 0 1476.96 2563.71 Stayed 6583-KQJLK Female 66 Yes 0 Twin Bridges 95735 38.805481 -120.13287 5 15 Offer D Yes 37.84 No Yes Fiber Optic 19 No Yes No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 94.65 1285.05 0 0 567.6 1852.65 Stayed 6583-QGCSI Female 79 Yes 0 Indian Wells 92210 33.537646 -116.291089 1 50 Offer B Yes 37.12 Yes Yes Fiber Optic 4 No Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 88.05 4367.35 0 100 1856 6323.35 Churned Competitor Competitor made better offer 6583-SZVGP Male 59 No 0 Indio 92203 33.752938 -116.230055 0 48 None Yes 9.91 Yes Yes Fiber Optic 4 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 108.1 5067.45 0 0 475.68 5543.13 Stayed 6584-VQMYT Male 19 No 2 San Jose 95138 37.246064 -121.749494 0 27 Offer C Yes 2.63 No Yes DSL 59 Yes Yes No No No No No No One Year No Credit Card 56.2 1567.55 0 30 71.01 1668.56 Stayed 6585-WCEWR Male 24 Yes 1 Fresno 93728 36.757345 -119.818274 1 72 None Yes 22.78 No No Two Year No Bank Withdrawal 20.35 1354.4 0 0 1640.16 2994.56 Stayed 6586-MYGKD Male 46 Yes 0 Newport Beach 92662 33.606336 -117.893042 1 70 Offer A Yes 18.26 Yes Yes DSL 18 Yes No No Yes Yes Yes Yes Yes Two Year Yes Credit Card 76.95 5289.8 0 0 1278.2 6568 Stayed 6586-PSJOX Male 62 No 2 Earlimart 93219 35.858054 -119.305858 0 15 Offer D Yes 1.63 No Yes DSL 11 No No Yes Yes No No No No One Year No Credit Card 55.2 864.55 0 80 24.45 969 Stayed 6591-QGOYB Male 29 No 0 Surfside 90743 33.728273 -118.085304 0 17 None Yes 38.78 Yes Yes Fiber Optic 59 Yes Yes Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 106.65 1672.1 0 0 659.26 2331.36 Stayed 6595-COKXZ Female 63 No 0 Plymouth 95669 38.489273 -120.891614 0 1 Offer E Yes 48.31 No Yes Cable 22 No No No No No No No Yes Month-to-Month Yes Mailed Check 44.45 44.45 0 0 48.31 92.76 Churned Attitude Attitude of service provider 6595-YGXIT Male 71 No 0 Boulder Creek 95006 37.171727 -122.142961 0 25 Offer C Yes 47.66 Yes Yes Fiber Optic 23 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 88.95 2291.2 0 0 1191.5 3482.7 Churned Competitor Competitor made better offer 6598-KELSS Male 40 No 3 San Diego 92108 32.774046 -117.142454 0 50 Offer B No Yes DSL 76 Yes Yes No No Yes No No Yes One Year Yes Bank Withdrawal 43.05 2208.05 0 0 0 2208.05 Stayed 6598-RFFVI Male 56 No 0 San Bernardino 92405 34.142747 -117.300864 0 2 None Yes 15.79 No No One Year No Credit Card 19.3 28.3 0 0 31.58 59.88 Churned Price Long distance charges 6599-CEBNN Female 63 No 0 San Diego 92122 32.85723 -117.209774 0 34 Offer C Yes 1.55 No Yes Fiber Optic 14 No Yes No No No No No Yes Month-to-Month Yes Credit Card 73.95 2524.45 0 0 52.7 2577.15 Churned Competitor Competitor made better offer 6599-GZWCM Female 39 No 0 San Jose 95129 37.305622 -122.000887 0 13 None Yes 42.62 No Yes Fiber Optic 15 No Yes No No No No No Yes One Year Yes Credit Card 74.65 966.25 0 0 554.06 1520.31 Stayed 6599-RCLCJ Male 54 Yes 0 Fallbrook 92028 33.362575 -117.299644 1 47 Offer B Yes 7.62 Yes Yes Fiber Optic 20 No Yes Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 109.55 5124.55 0 0 358.14 5482.69 Churned Competitor Competitor made better offer 6599-SFQVE Female 27 No 0 Santa Clara 95051 37.348129 -121.98469 0 6 None Yes 37.57 No Yes Cable 58 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 55 340.4 0 0 225.42 565.82 Stayed 6603-QWSPR Female 20 No 0 Galt 95632 38.274451 -121.259201 0 46 Offer B Yes 5.86 No Yes Fiber Optic 82 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.4 4904.2 0 0 269.56 5173.76 Stayed 6603-YRDCJ Male 19 Yes 0 San Francisco 94124 37.731505 -122.384532 3 33 Offer C Yes 15.89 No Yes DSL 52 Yes Yes No Yes No No No Yes Two Year Yes Credit Card 61.05 2018.4 0 0 524.37 2542.77 Stayed 6608-QQLVK Male 35 No 0 Bangor 95914 39.396585 -121.38029 0 1 None Yes 39.58 No Yes DSL 28 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 50.5 50.5 0 0 39.58 90.08 Churned Competitor Competitor made better offer 6609-MXJHJ Female 39 Yes 2 Long Beach 90808 33.823943 -118.111335 6 30 Offer C Yes 47.21 Yes No Two Year Yes Credit Card 25.1 789.55 15.41 0 1416.3 2190.44 Stayed 6614-FHDBO Male 49 No 0 Rancho Cucamonga 91701 34.132275 -117.611478 0 72 None Yes 35.11 Yes Yes Fiber Optic 22 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 109.2 7878.3 0 0 2527.92 10406.22 Stayed 6614-VBEGU Female 23 Yes 0 Loma Linda 92354 34.049315 -117.255974 8 24 Offer C Yes 44.06 No Yes DSL 59 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 69.45 1614.05 0 0 1057.44 2671.49 Stayed 6614-YOLAC Female 31 Yes 0 Oakland 94602 37.803883 -122.208417 3 71 Offer A No Yes Cable 8 Yes Yes No Yes Yes Yes Yes Yes Two Year No Credit Card 58.65 4145.25 0 0 0 4145.25 Stayed 6614-YWYSC Male 68 Yes 0 Sultana 93666 36.545353 -119.338535 5 61 None Yes 19.14 Yes No Two Year No Bank Withdrawal 25 1501.75 0 0 1167.54 2669.29 Stayed 6615-NGGZJ Male 56 No 0 Buellton 93427 34.631362 -120.238218 0 14 None Yes 36.97 Yes Yes Fiber Optic 27 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.55 1415.55 0 0 517.58 1933.13 Churned Dissatisfaction Service dissatisfaction 6615-ZGEDR Male 42 No 0 Smith River 95567 41.950683 -124.097094 0 1 None Yes 1.91 No No Month-to-Month No Mailed Check 19.7 19.7 0 0 1.91 21.61 Churned Attitude Attitude of service provider 6616-AALSR Female 23 Yes 1 Citrus Heights 95610 38.69508 -121.271616 5 65 None Yes 13.17 Yes Yes Fiber Optic 59 Yes No Yes No Yes Yes Yes No Two Year Yes Credit Card 104.3 6725.3 0 70 856.05 7651.35 Stayed 6617-WLBQC Female 51 Yes 3 Beverly Hills 90212 34.062095 -118.401508 3 23 Offer D Yes 5.7 Yes Yes Fiber Optic 30 Yes No No No No No No Yes One Year No Credit Card 81.85 1810.85 0 0 131.1 1941.95 Stayed 6618-RYATB Female 56 No 0 North Hollywood 91605 34.207295 -118.400022 0 1 Offer E Yes 5.1 Yes Yes Fiber Optic 10 No No Yes No No No No Yes Month-to-Month Yes Credit Card 79.55 79.55 0 0 5.1 84.65 Churned Price Price too high 6619-RPLQZ Female 24 Yes 1 June Lake 93529 37.730269 -119.055813 2 45 Offer B Yes 40.19 No No Two Year No Mailed Check 20.85 892.15 0 0 1808.55 2700.7 Stayed 6620-HVDUJ Male 50 No 0 Fresno 93701 36.749403 -119.787574 0 24 Offer C Yes 23.71 No Yes DSL 4 Yes Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 60.45 1440.75 0 0 569.04 2009.79 Stayed 6620-JDYNW Female 64 No 0 Leggett 95585 39.873371 -123.741474 0 18 Offer D Yes 10.97 Yes Yes DSL 9 Yes No Yes No No No No Yes Month-to-Month Yes Credit Card 60.6 1156.35 0 0 197.46 1353.81 Stayed 6621-NRZAK Female 40 Yes 2 Mount Hamilton 95140 37.382909 -121.634151 7 63 Offer B Yes 46.9 No No Two Year No Credit Card 20 1209.25 0 0 2954.7 4163.95 Stayed 6621-YOBKI Male 46 No 0 San Ardo 93450 35.996008 -120.85305 0 5 None Yes 31.78 No No Month-to-Month No Credit Card 20.35 92.75 0 0 158.9 251.65 Stayed 6624-JDRDS Female 22 No 0 Dos Palos 93620 37.045728 -120.630682 0 6 Offer E No Yes Cable 52 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 29.45 161.45 0 0 0 161.45 Stayed 6625-FLENO Male 31 Yes 0 Los Angeles 90002 33.949255 -118.246978 9 58 None Yes 18.68 No No Two Year No Credit Card -4 1185.95 0 0 1083.44 2269.39 Stayed 6625-IUTTT Male 29 No 0 Fremont 94536 37.572273 -121.964583 0 67 Offer A Yes 49.74 No Yes Cable 41 Yes No Yes No No Yes Yes No Two Year No Bank Withdrawal 65.55 4361.55 0 40 3332.58 7734.13 Stayed 6625-UTXEW Female 26 Yes 0 Fort Bragg 95437 39.455555 -123.683979 1 12 Offer D Yes 46.88 No Yes Cable 73 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 51.25 612.1 0 0 562.56 1174.66 Stayed 6627-CFOSN Female 54 No 0 Madera 93637 36.902954 -120.194274 0 59 Offer B Yes 39.42 Yes Yes Fiber Optic 12 Yes Yes Yes No No Yes Yes No Month-to-Month Yes Bank Withdrawal 99.45 5623.7 0 30 2325.78 7979.48 Stayed 6629-CZTTH Male 62 No 0 Orange 92865 33.828779 -117.848299 0 1 None Yes 48.22 No Yes Cable 22 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 55.7 55.7 0 0 48.22 103.92 Churned Dissatisfaction Product dissatisfaction 6629-LADHQ Female 42 No 0 Santa Barbara 93109 34.406256 -119.726936 0 2 Offer E Yes 36.96 No Yes DSL 24 Yes No No No No No No Yes Month-to-Month No Credit Card 50.95 123.05 0 0 73.92 196.97 Joined 6630-UJZMY Female 73 Yes 0 Palo Alto 94306 37.416159 -122.131337 10 4 None Yes 14.34 Yes Yes Fiber Optic 14 No No No No Yes No No Yes One Year Yes Bank Withdrawal 83.25 308.05 39.93 0 57.36 325.48 Stayed 6631-HMANX Male 39 Yes 0 Kelseyville 95451 38.93496 -122.792243 10 72 None Yes 31.15 Yes Yes Cable 16 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 85.45 6227.5 0 0 2242.8 8470.3 Stayed 6633-MPWBS Male 47 No 0 Woodland 95776 38.694081 -121.694431 0 5 Offer E Yes 7.31 No Yes DSL 18 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 49.2 216.9 0 0 36.55 253.45 Churned Competitor Competitor offered more data 6633-SYEUS Female 23 No 0 San Diego 92127 33.017518 -117.118456 0 23 None Yes 19.96 No Yes Fiber Optic 76 No Yes Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 83.2 2032.3 23.79 0 459.08 2467.59 Stayed 6635-CPNUN Male 25 Yes 0 Moreno Valley 92553 33.923149 -117.244933 10 28 None Yes 33.57 Yes Yes Fiber Optic 52 No Yes Yes No Yes No No Yes Month-to-Month No Credit Card 96.6 2684.35 0 0 939.96 3624.31 Stayed 6635-MYYYZ Female 59 No 0 Trinity Center 96091 41.081847 -122.700545 0 30 None Yes 43.01 No Yes Cable 4 Yes Yes Yes Yes Yes Yes Yes No One Year No Bank Withdrawal 85.35 2530.4 0 20 1290.3 3840.7 Churned Competitor Competitor made better offer 6637-KYRCV Female 22 Yes 1 La Puente 91744 34.031441 -117.936436 1 5 None No Yes DSL 59 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 30.5 167.2 0 0 0 167.2 Stayed 6641-XRPSU Female 61 No 0 San Lorenzo 94580 37.676249 -122.132415 0 34 Offer C Yes 4.66 No Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month Yes Credit Card 70 2416.1 11 0 158.44 2563.54 Churned Competitor Competitor offered more data 6645-MXQJT Male 40 Yes 1 Copperopolis 95228 37.943954 -120.67108 10 2 Offer E Yes 39.35 No Yes Fiber Optic 24 Yes No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 97.1 184.15 0 0 78.7 262.85 Joined 6646-JPPHA Female 76 No 0 Fullerton 92832 33.868316 -117.929029 0 14 None Yes 48.01 No Yes Fiber Optic 2 Yes Yes No No No No No No Month-to-Month No Bank Withdrawal 78.85 1043.8 0 50 672.14 1765.94 Stayed 6646-QVXLR Male 77 Yes 0 Napa 94558 38.489789 -122.27011 1 62 None Yes 7.11 Yes Yes Fiber Optic 16 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.75 6383.35 0 0 440.82 6824.17 Churned Competitor Competitor had better devices 6646-VRFOL Male 74 Yes 0 Larkspur 94939 37.937082 -122.532369 1 53 None Yes 39.36 Yes Yes Fiber Optic 23 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 103.85 5485.5 0 0 2086.08 7571.58 Churned Competitor Competitor had better devices 6647-ZEDXT Female 19 No 0 Santa Maria 93455 34.818227 -120.418784 0 30 None Yes 13.16 Yes Yes Fiber Optic 27 No Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 110.45 3327.05 0 0 394.8 3721.85 Stayed 6648-INWPS Male 30 Yes 3 San Bernardino 92410 34.106922 -117.297553 4 16 Offer D Yes 38.55 No No Month-to-Month No Bank Withdrawal 20.15 341.35 0 0 616.8 958.15 Stayed 6650-BWFRT Female 43 Yes 0 Cambria 93428 35.591387 -121.032256 1 72 Offer A Yes 24.89 Yes Yes Fiber Optic 5 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 117.15 8529.5 0 0 1792.08 10321.58 Stayed 6650-VJONK Male 54 No 0 Carson 90746 33.859171 -118.252272 0 1 None Yes 15.9 No Yes Cable 27 No No No No No No No No Month-to-Month Yes Bank Withdrawal 43.85 43.85 0 10 15.9 69.75 Joined 6651-AZVTJ Male 27 Yes 0 Pomona 91768 34.067932 -117.785168 1 49 None Yes 46.94 Yes Yes Fiber Optic 73 No No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 99.8 4872.45 0 130 2300.06 7302.51 Churned Attitude Attitude of support person 6651-RLGGM Male 54 Yes 2 Galt 95632 38.274451 -121.259201 2 67 Offer A Yes 14.54 Yes No Two Year No Credit Card 26.3 1688.9 0 0 974.18 2663.08 Stayed 6652-YFFJO Female 42 No 0 Tuolumne 95379 37.939768 -120.188002 0 11 Offer D Yes 13.56 No Yes Cable 17 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 64.9 716.1 0 0 149.16 865.26 Stayed 6653-CBBOM Female 57 No 0 Compton 90221 33.885811 -118.206459 0 1 Offer E Yes 15.92 No Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.3 70.3 0 0 15.92 86.22 Churned Dissatisfaction Service dissatisfaction 6654-QGBZZ Female 21 No 0 Nevada City 95959 39.333737 -120.858667 0 1 None Yes 1.5 No No Month-to-Month No Credit Card 19.9 19.9 0 0 1.5 21.4 Joined 6655-LHBYW Male 46 No 0 Glendora 91741 34.14649 -117.849815 0 50 Offer B Yes 19.8 Yes Yes Fiber Optic 21 Yes Yes Yes Yes Yes Yes Yes No One Year No Credit Card 114.35 5791.1 0 10 990 6791.1 Stayed 6656-GULJQ Male 25 Yes 2 Emigrant Gap 95715 39.23754 -120.720196 4 72 None Yes 21.21 Yes Yes DSL 27 Yes No Yes Yes Yes Yes Yes No Two Year Yes Credit Card 83.55 6093.3 0 90 1527.12 7710.42 Stayed 6656-JWRQX Female 60 No 0 San Diego 92124 32.827238 -117.089287 0 1 None No Yes DSL 9 No No No Yes No No No No Month-to-Month No Credit Card 30.55 30.55 0 40 0 70.55 Joined 6661-EIPZC Female 38 Yes 1 Grand Terrace 92313 34.029175 -117.307211 6 48 None No Yes DSL 16 No No No Yes No No No Yes Month-to-Month Yes Credit Card 29.5 1423.05 0 0 0 1423.05 Stayed 6661-HBGWL Female 69 No 0 Mineral 96063 40.408796 -121.579609 0 42 None Yes 16.22 Yes Yes Fiber Optic 12 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 104.75 4323.45 0 0 681.24 5004.69 Churned Dissatisfaction Network reliability 6663-JOCQO Male 55 Yes 0 Wasco 93280 35.652242 -119.4464 7 31 None Yes 29.06 Yes Yes DSL 22 Yes Yes No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 75.25 2344.5 1.99 0 900.86 3243.37 Stayed 6664-FPDAC Female 77 No 0 San Diego 92115 32.762506 -117.07245 0 56 Offer B Yes 19.46 Yes Yes Fiber Optic 28 No Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 111.95 6418.9 0 0 1089.76 7508.66 Churned Attitude Attitude of service provider 6668-CNMFP Female 24 Yes 3 West Hills 91307 34.199787 -118.68493 1 19 None Yes 36.92 Yes Yes Fiber Optic 52 No No No Yes No Yes Yes Yes One Year Yes Bank Withdrawal 89.35 1686.85 0 0 701.48 2388.33 Stayed 6670-MFRPK Male 53 Yes 1 Coalinga 93210 36.186867 -120.387793 5 69 Offer A Yes 21.56 Yes Yes Fiber Optic 17 No No Yes No No No No Yes Two Year Yes Credit Card 79.2 5420.65 0 0 1487.64 6908.29 Stayed 6671-NGWON Female 43 No 0 Dillon Beach 94929 38.24458 -122.956268 0 7 Offer E Yes 41.57 No No Month-to-Month No Credit Card 20.35 150.6 0 0 290.99 441.59 Stayed 6674-KVJHG Female 50 No 0 Lake Arrowhead 92352 34.2565 -117.19335 0 11 None Yes 1.87 Yes No One Year No Bank Withdrawal 25.2 245.15 0 0 20.57 265.72 Stayed 6680-NENYN Female 24 No 0 San Diego 92122 32.85723 -117.209774 0 43 None Yes 12.88 Yes Yes Fiber Optic 59 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.6 4759.85 0 0 553.84 5313.69 Churned Competitor Competitor made better offer 6680-WKXRZ Female 32 No 0 Antioch 94509 37.980057 -121.801599 0 3 None Yes 23.82 Yes Yes Fiber Optic 24 No No No No No No No Yes Month-to-Month No Bank Withdrawal 74.4 215.8 0 0 71.46 287.26 Churned Other Don't know 6681-ZSEXG Male 34 Yes 0 Rancho Cordova 95742 38.591134 -121.161585 9 56 Offer B Yes 35.55 Yes Yes DSL 17 No Yes Yes No No No No Yes Two Year No Credit Card 59.5 3389.25 0 0 1990.8 5380.05 Stayed 6682-QJDGB Male 20 No 1 San Diego 92109 32.787836 -117.232376 0 40 None Yes 8.08 No Yes DSL 76 Yes Yes No No No No No Yes Month-to-Month Yes Mailed Check 55.25 2139.2 0 0 323.2 2462.4 Churned Competitor Competitor made better offer 6682-VCIXC Female 61 Yes 0 Mad River 95552 40.390301 -123.412327 2 43 Offer B No Yes Cable 6 Yes Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 51.25 2151.6 0 0 0 2151.6 Stayed 6683-VLCTZ Male 73 No 0 San Diego 92129 32.961064 -117.134917 0 20 None Yes 44.44 Yes Yes Fiber Optic 13 No No Yes No Yes Yes No No Month-to-Month Yes Bank Withdrawal 98.55 1842.8 0 120 888.8 2851.6 Churned Competitor Competitor made better offer 6685-GBWJZ Male 59 Yes 0 Los Angeles 90015 34.039224 -118.266293 6 63 None Yes 46.99 No Yes Cable 13 Yes Yes No Yes Yes No No Yes One Year No Credit Card 70.8 4448.8 0 0 2960.37 7409.17 Stayed 6685-XSHHU Male 45 Yes 2 Keyes 95328 37.555631 -120.911653 9 60 None Yes 32.12 No No Two Year Yes Bank Withdrawal 20.95 1270.55 0 0 1927.2 3197.75 Stayed 6686-YPGHK Male 65 No 0 Long Beach 90808 33.823943 -118.111335 0 47 None Yes 36.58 No Yes Fiber Optic 20 Yes No No No No Yes Yes No Month-to-Month No Credit Card 85.5 4042.3 0 50 1719.26 5811.56 Churned Other Moved 6688-UZPWD Female 36 Yes 0 Palm Springs 92262 33.839989 -116.659215 1 11 None Yes 7.89 Yes Yes Fiber Optic 10 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 102 1145.35 0 0 86.79 1232.14 Churned Competitor Competitor offered more data 6689-KXGBO Female 36 No 0 San Luis Obispo 93401 35.233745 -120.626442 0 1 None Yes 30.96 No Yes DSL 5 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 50.55 50.55 0 0 30.96 81.51 Churned Dissatisfaction Product dissatisfaction 6689-TCZHQ Female 70 No 0 Claremont 91711 34.127621 -117.717863 0 5 Offer E Yes 12.27 No Yes Fiber Optic 20 No No No No No Yes No Yes Month-to-Month No Bank Withdrawal 78.95 378.4 0 0 61.35 439.75 Churned Attitude Attitude of support person 6689-VRRTK Female 71 No 0 Camarillo 93010 34.227846 -119.079903 0 44 None Yes 49.75 Yes Yes Fiber Optic 2 Yes Yes Yes No Yes Yes No Yes One Year Yes Credit Card 109.8 4860.35 0 0 2189 7049.35 Stayed 6691-CCIHA Female 46 Yes 0 Joshua Tree 92252 34.167236 -116.281511 1 62 Offer B Yes 4.7 Yes Yes Cable 28 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.95 5150.55 4.68 0 291.4 5437.27 Stayed 6692-UDPJC Female 61 Yes 1 South El Monte 91733 34.04622 -118.053753 1 14 None Yes 9.13 Yes Yes Fiber Optic 12 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 91.65 1301 0 0 127.82 1428.82 Churned Dissatisfaction Network reliability 6692-YQHXC Male 43 No 0 Sacramento 95842 38.687367 -121.34848 0 16 None Yes 27.43 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Credit Card 69.95 1205.5 0 0 438.88 1644.38 Stayed 6693-DJWTY Female 46 No 3 Inglewood 90304 33.936827 -118.359824 0 35 None Yes 12.56 No Yes DSL 56 Yes Yes No No No No No Yes One Year No Credit Card -4 2016.45 0 0 439.6 2456.05 Stayed 6693-FRIRW Male 61 No 0 Newport Beach 92661 33.601309 -117.902304 0 18 None Yes 7.56 No Yes Fiber Optic 20 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 101.3 1794.65 0 0 136.08 1930.73 Stayed 6695-AMZUF Female 31 Yes 0 Stockton 95219 38.029729 -121.387999 0 70 Offer A Yes 31.15 No Yes DSL 5 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 86.45 5950.2 0 0 2180.5 8130.7 Stayed 6695-FRVEC Male 60 Yes 0 Burbank 91506 34.169706 -118.323548 1 67 None Yes 21.17 No Yes Cable 13 Yes No Yes Yes No No No No Two Year Yes Bank Withdrawal 60.4 3953.7 0 40 1418.39 5412.09 Stayed 6696-YDAYZ Male 30 Yes 2 Mt Baldy 91759 34.231318 -117.662032 3 16 Offer D Yes 27.24 No No Two Year No Credit Card 20.5 290.55 0 0 435.84 726.39 Stayed 6698-OXETB Male 60 No 0 Joshua Tree 92252 34.167236 -116.281511 0 11 Offer D Yes 49.8 No No Two Year No Credit Card 20.4 231.45 0 0 547.8 779.25 Stayed 6701-DHKWQ Female 38 Yes 0 Montrose 91020 34.2112 -118.230625 10 61 Offer B No Yes DSL 17 No Yes Yes Yes Yes No No Yes Two Year No Credit Card 51.35 3244.4 0 0 0 3244.4 Stayed 6701-YVNQG Male 63 Yes 0 Moreno Valley 92553 33.923149 -117.244933 4 72 Offer A Yes 47.66 Yes Yes DSL 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 88.7 6301.7 0 0 3431.52 9733.22 Stayed 6702-OHFWR Male 75 No 0 Reseda 91335 34.200175 -118.540958 0 1 Offer E No Yes DSL 26 No Yes Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 43.3 43.3 0 0 0 43.3 Churned Dissatisfaction Poor expertise of online support 6704-UTUKK Male 43 Yes 0 Exeter 93221 36.301689 -119.018233 3 29 None No Yes DSL 15 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 45.9 1332.4 0 20 0 1352.4 Stayed 6705-LNMDD Male 38 No 0 San Diego 92154 32.578103 -117.012975 0 20 Offer D Yes 49.81 No Yes DSL 4 No No No Yes No No No Yes Month-to-Month No Credit Card 50 1003.05 2.81 0 996.2 1996.44 Stayed 6705-LXORM Female 79 Yes 0 Perris 92570 33.787298 -117.320676 1 5 Offer E Yes 5.42 No Yes Fiber Optic 23 No No No No No No No Yes One Year No Bank Withdrawal 70.05 302.6 0 0 27.1 329.7 Stayed 6710-HSJRD Male 48 Yes 0 Newport Coast 92657 33.603282 -117.821841 8 61 Offer B Yes 12.32 Yes Yes Fiber Optic 7 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 114.1 7132.15 0 0 751.52 7883.67 Stayed 6711-FLDFB Female 62 No 0 Big Oak Flat 95305 37.818589 -120.256995 0 7 Offer E Yes 46.79 Yes Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.9 541.15 0 0 327.53 868.68 Churned Competitor Competitor had better devices 6711-VTNRE Female 42 No 0 Tranquillity 93668 36.635661 -120.288644 0 36 None Yes 27.72 No Yes Fiber Optic 24 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 87.55 3078.1 0 0 997.92 4076.02 Churned Competitor Competitor had better devices 6712-OAWRH Female 79 No 0 San Bernardino 92408 34.084909 -117.258107 0 26 Offer C Yes 34.69 No Yes Fiber Optic 27 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 91.25 2351.8 0 0 901.94 3253.74 Churned Attitude Attitude of support person 6713-OKOMC Female 42 No 0 Los Angeles 90008 34.008293 -118.346766 0 10 Offer D No Yes DSL 8 Yes No No No No No No Yes Month-to-Month No Mailed Check 29.75 301.9 0 0 0 301.9 Stayed 6715-OFDBP Male 52 No 0 Palo Alto 94304 37.386978 -122.177746 0 5 None Yes 14.26 No Yes DSL 26 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 70.05 346.4 0 0 71.3 417.7 Churned Price Price too high 6718-BDGHG Female 64 Yes 0 Gold Run 95717 39.170376 -120.838404 6 43 None Yes 12.98 Yes Yes DSL 8 No No No Yes Yes No No Yes One Year Yes Bank Withdrawal 64.85 2908.2 0 0 558.14 3466.34 Stayed 6719-FGEDO Female 27 Yes 0 Whittier 90606 33.976678 -118.065875 1 72 Offer A Yes 38.79 Yes Yes Fiber Optic 42 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal 97 7104.2 0 0 2792.88 9897.08 Stayed 6719-OXYBR Male 41 No 0 California City 93505 35.151491 -117.927597 0 15 None Yes 27.3 No Yes Fiber Optic 18 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 85.3 1219.85 0 0 409.5 1629.35 Stayed 6723-CEGQI Female 33 No 2 Bayside 95524 40.825486 -124.049485 0 65 None No Yes DSL 25 No Yes No Yes Yes No No Yes Two Year No Credit Card 45.25 2933.95 0 0 0 2933.95 Stayed 6723-WSNTY Female 73 Yes 0 Del Mar 92014 32.948262 -117.256086 3 66 None Yes 6.94 Yes Yes Fiber Optic 23 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 108.1 7181.95 0 0 458.04 7639.99 Stayed 6725-TPKJO Male 28 No 0 Duncans Mills 95430 38.445603 -123.063756 0 44 None Yes 47.53 No No Two Year No Credit Card 20.05 845.25 15.31 0 2091.32 2921.26 Stayed 6726-NNFWD Female 74 Yes 0 Murrieta 92562 33.548869 -117.334165 10 71 Offer A Yes 16.26 No Yes Fiber Optic 27 No Yes Yes No No Yes No Yes Two Year No Credit Card 89.45 6435.25 0 0 1154.46 7589.71 Stayed 6726-WEXXK Male 72 Yes 0 Fields Landing 95537 40.726949 -124.217378 7 27 None Yes 41.11 Yes Yes Fiber Optic 14 Yes No Yes No No No No Yes One Year Yes Bank Withdrawal 85.9 2220.1 0 0 1109.97 3330.07 Stayed 6727-IOTLZ Male 48 Yes 0 Pasadena 91101 34.146635 -118.139225 3 14 Offer D Yes 5.17 No Yes Cable 25 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 81.95 1181.75 0 0 72.38 1254.13 Stayed 6728-CZFEI Female 28 No 0 Sacramento 95819 38.567594 -121.437507 0 15 None Yes 6.56 No Yes DSL 52 No No No No Yes No No Yes One Year No Credit Card 56.15 931.9 35.23 0 98.4 995.07 Stayed 6728-DKUCO Female 25 Yes 0 Santa Monica 90405 34.005439 -118.477507 1 72 Offer A Yes 25.82 Yes Yes Fiber Optic 59 Yes Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.15 7303.05 0 0 1859.04 9162.09 Stayed 6728-VOIFY Female 20 Yes 0 Palo Cedro 96073 40.582399 -122.195512 5 63 Offer B Yes 20.51 No Yes Fiber Optic 51 No Yes No No Yes Yes Yes No One Year Yes Bank Withdrawal 96 6109.75 0 30 1292.13 7431.88 Stayed 6728-WYQBC Male 52 No 0 Escondido 92027 33.141265 -116.967221 0 1 Offer E Yes 2.29 No No Month-to-Month No Bank Withdrawal 20.95 20.95 0 0 2.29 23.24 Joined 6729-FZWSY Male 45 No 0 Penn Valley 95946 39.203817 -121.19584 0 67 Offer A Yes 9.05 No No One Year Yes Credit Card 19.45 1195.95 0 0 606.35 1802.3 Stayed 6729-GDNGC Female 71 No 0 Westport 95488 39.724433 -123.767578 0 20 None Yes 21.49 No Yes Fiber Optic 4 No No No No Yes No No Yes One Year No Bank Withdrawal 80.7 1614.2 0 0 429.8 2044 Stayed 6732-FZUGP Female 30 No 0 Berkeley 94705 37.858898 -122.240512 0 47 Offer B Yes 40.25 Yes Yes Fiber Optic 69 Yes No Yes No Yes No No Yes One Year No Credit Card 94.9 4615.25 0 0 1891.75 6507 Stayed 6732-VAILE Male 33 Yes 0 Montclair 91763 34.072121 -117.698319 10 70 None Yes 30.06 Yes Yes Cable 24 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 85.95 5931.75 0 0 2104.2 8035.95 Stayed 6733-LRIZX Male 42 No 0 Bodega Bay 94923 38.377165 -123.037957 0 35 None Yes 20.07 Yes Yes Fiber Optic 23 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 108.95 4025.5 0 0 702.45 4727.95 Stayed 6734-CKRSM Female 38 No 0 Stirling City 95978 39.904002 -121.527823 0 3 None Yes 40.2 No No Month-to-Month No Mailed Check 20 63.6 0 0 120.6 184.2 Joined 6734-FQAJX Male 65 No 0 Somerset 95684 38.606703 -120.586659 0 67 None Yes 34.23 No Yes Fiber Optic 11 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.05 7171.7 0 0 2293.41 9465.11 Stayed 6734-GMPVK Male 34 No 0 Santa Maria 93454 34.943523 -120.256729 0 5 Offer E Yes 44.65 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 105.3 550.6 0 0 223.25 773.85 Stayed 6734-JDTTV Male 55 Yes 1 Manton 96059 40.426679 -121.850421 5 65 Offer B Yes 33.47 No No Two Year Yes Credit Card 19.85 1267.05 0 0 2175.55 3442.6 Stayed 6734-PSBAW Male 46 Yes 0 Santa Fe Springs 90670 33.933565 -118.062611 1 72 Offer A Yes 1.86 Yes No Two Year Yes Bank Withdrawal 23.55 1723.95 0 0 133.92 1857.87 Stayed 6736-DHUQI Female 64 Yes 3 Fairfax 94930 37.971751 -122.611873 5 67 None Yes 3.47 No Yes Fiber Optic 21 Yes Yes Yes No No No No Yes One Year No Bank Withdrawal 84.8 5598.3 0 0 232.49 5830.79 Stayed 6738-ISCBM Male 55 No 0 Northridge 91324 34.238208 -118.55029 0 44 None No Yes Cable 17 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 54 2440.25 5.47 0 0 2434.78 Stayed 6741-EGCBI Male 69 No 0 Hacienda Heights 91745 33.998471 -117.973758 0 30 None Yes 4.04 Yes Yes Fiber Optic 14 Yes No No No No Yes No Yes Two Year Yes Credit Card 90.5 2595.85 0 0 121.2 2717.05 Stayed 6741-QRLUP Female 50 No 0 Olema 94950 38.052209 -122.775567 0 63 None Yes 31.34 Yes Yes DSL 26 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 80.3 4995.35 0 0 1974.42 6969.77 Stayed 6743-HHQPF Male 26 Yes 0 Capay 95607 38.681651 -122.130569 5 42 None No Yes DSL 59 No No No No No No Yes Yes Month-to-Month Yes Credit Card 25.1 1097.15 0 0 0 1097.15 Stayed 6745-JEFZB Male 64 Yes 0 El Cajon 92019 32.785165 -116.862648 2 35 None Yes 23.85 Yes Yes Fiber Optic 10 No No No Yes Yes No No No Month-to-Month Yes Credit Card 91.5 3236.35 40.79 90 834.75 4120.31 Stayed 6746-WAUWT Male 62 No 0 Salida 95368 37.713152 -121.08739 0 19 None Yes 26.54 No No One Year Yes Credit Card 19.7 386.5 0 0 504.26 890.76 Stayed 6749-UTDVX Male 64 No 0 Brownsville 95919 39.440687 -121.263583 0 72 Offer A Yes 10.87 Yes Yes Fiber Optic 16 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 103.65 7634.8 0 0 782.64 8417.44 Stayed 6752-APNJL Male 30 Yes 1 Woodlake 93286 36.464635 -119.094348 7 42 None Yes 18.93 No Yes DSL 73 Yes Yes No No No No No Yes Month-to-Month No Credit Card 54.5 2301.15 0 0 795.06 3096.21 Stayed 6754-LZUKA Male 29 Yes 0 Escondido 92027 33.141265 -116.967221 1 61 None Yes 23.31 Yes Yes DSL 51 No Yes Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 80.9 4932.5 0 0 1421.91 6354.41 Stayed 6754-WKSHP Male 61 No 2 Brisbane 94005 37.684694 -122.40712 0 30 Offer C Yes 4.27 Yes No One Year No Bank Withdrawal 25.35 723.3 0 0 128.1 851.4 Stayed 6762-NSODU Female 46 Yes 3 Los Angeles 90015 34.039224 -118.266293 9 46 None Yes 12.68 No No Two Year No Credit Card 19.4 958.15 0 0 583.28 1541.43 Stayed 6762-QVYJO Female 25 Yes 3 Acton 93510 34.501452 -118.207862 8 58 Offer B No Yes DSL 59 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 59.75 3624.35 0 0 0 3624.35 Stayed 6765-MBQNU Female 56 Yes 0 Phillipsville 95559 40.184094 -123.745487 7 26 None Yes 33.47 Yes No One Year No Credit Card 26 684.05 0 0 870.22 1554.27 Stayed 6766-HFKLA Female 60 Yes 0 Cazadero 95421 38.578807 -123.19338 10 56 None Yes 10.13 Yes Yes Fiber Optic 13 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 103.2 5744.35 0 0 567.28 6311.63 Stayed 6769-DCQLI Male 21 No 0 Pope Valley 94567 38.672708 -122.403219 0 52 None Yes 49.29 No Yes Fiber Optic 51 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 105 5426.85 0 0 2563.08 7989.93 Churned Other Don't know 6769-DYBQN Male 77 No 0 Clearlake 95422 38.965804 -122.631779 0 46 None Yes 36.78 No Yes Fiber Optic 29 Yes No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 85 3969.4 0 0 1691.88 5661.28 Churned Attitude Attitude of support person 6770-UAYGJ Female 23 Yes 2 Lebec 93243 34.845861 -118.885163 8 49 None Yes 33.65 Yes No Two Year No Credit Card 25.25 1211.65 0 0 1648.85 2860.5 Stayed 6770-XUAGN Female 30 Yes 0 North Hollywood 91605 34.207295 -118.400022 1 1 Offer E Yes 16.66 No No Month-to-Month Yes Bank Withdrawal 21 21 0 0 16.66 37.66 Churned Attitude Attitude of support person 6771-XWBDM Female 47 Yes 0 White Water 92282 33.972293 -116.654195 1 57 None Yes 40.13 Yes Yes Fiber Optic 25 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 104.5 5921.35 0 0 2287.41 8208.76 Churned Dissatisfaction Product dissatisfaction 6772-KSATR Male 31 No 0 Eagleville 96110 41.280341 -120.150381 0 1 Offer E Yes 9.81 Yes Yes Fiber Optic 28 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 81.7 81.7 0 0 9.81 91.51 Churned Dissatisfaction Service dissatisfaction 6772-WFQRD Male 58 No 3 Castella 96017 41.121108 -122.336613 0 40 Offer B Yes 26.41 No No One Year Yes Bank Withdrawal 20.4 854.9 32.55 0 1056.4 1878.75 Stayed 6773-LQTVT Female 67 Yes 1 Long Beach 90803 33.760458 -118.129725 8 29 None No Yes DSL 20 No Yes Yes No No No No Yes Two Year Yes Credit Card 35.65 1025.15 25.07 0 0 1000.08 Stayed 6776-TLWOI Male 29 No 0 Livingston 95334 37.361987 -120.748394 0 3 Offer E Yes 32.01 No No Month-to-Month No Mailed Check 19.85 64.55 0 0 96.03 160.58 Churned Price Price too high 6777-TGHTM Female 44 No 0 San Francisco 94122 37.760412 -122.484966 0 53 None Yes 29.8 Yes Yes Fiber Optic 4 Yes No Yes No Yes Yes Yes Yes One Year Yes Credit Card 106.95 5785.5 0 0 1579.4 7364.9 Churned Competitor Competitor had better devices 6778-EICRF Male 57 Yes 1 Clio 96106 39.745805 -120.580882 9 24 None Yes 8.67 Yes Yes Cable 10 Yes No No No Yes Yes Yes Yes One Year No Credit Card 74.8 1821.2 0 0 208.08 2029.28 Stayed 6778-JFCMK Male 28 No 0 Van Nuys 91405 34.202494 -118.448048 0 24 Offer C No Yes DSL 46 Yes No No No Yes Yes Yes Yes One Year Yes Mailed Check 50.6 1288.75 0 0 0 1288.75 Stayed 6778-YSNIH Female 63 No 0 Riverside 92501 33.994676 -117.372498 0 2 None Yes 27.02 No Yes Cable 26 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 59 114.15 0 0 54.04 168.19 Joined 6784-XYJAE Female 38 No 0 Fort Irwin 92310 35.349241 -116.770281 0 36 None Yes 46.92 Yes Yes DSL 5 No No Yes No No No No No One Year No Bank Withdrawal 55.8 1941.5 0 70 1689.12 3700.62 Stayed 6786-OBWQR Female 20 Yes 2 Nipomo 93444 35.050345 -120.489599 8 5 None Yes 47.91 No Yes Fiber Optic 73 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 80.85 356.1 0 0 239.55 595.65 Stayed 6789-HJBWG Female 20 No 0 Livingston 95334 37.361987 -120.748394 0 12 Offer D Yes 17.14 No Yes DSL 48 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 49.4 611.65 0 90 205.68 907.33 Stayed 6791-YBNAK Male 26 Yes 2 Manteca 95337 37.750822 -121.238423 9 18 Offer D No Yes DSL 52 No No No No No No No Yes Month-to-Month No Credit Card 25.55 467.85 0 0 0 467.85 Stayed 6794-HKIAJ Male 44 No 0 Redondo Beach 90278 33.873395 -118.37019 0 62 None Yes 18.9 Yes Yes Fiber Optic 2 Yes Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 90.7 5586.45 0 0 1171.8 6758.25 Stayed 6797-LNAQX Male 34 Yes 0 Poway 92064 32.984395 -117.013454 1 70 Offer A Yes 29.59 Yes Yes Fiber Optic 3 No Yes No No Yes Yes Yes No Two Year No Bank Withdrawal 98.3 6859.5 0 20 2071.3 8950.8 Churned Competitor Competitor had better devices 6797-UCJHZ Female 74 Yes 0 Simi Valley 93065 34.269449 -118.768471 7 66 Offer A Yes 25.51 Yes Yes Fiber Optic 15 No Yes Yes No Yes Yes No Yes One Year No Credit Card 104.6 6819.45 0 0 1683.66 8503.11 Stayed 6804-GDMOI Female 39 No 0 Brea 92823 33.924143 -117.79387 0 61 None Yes 41.23 Yes Yes Fiber Optic 28 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 106.6 6428.4 0 0 2515.03 8943.43 Churned Competitor Competitor offered more data 6806-YDEUL Female 67 No 0 Sacramento 95817 38.550722 -121.457314 0 6 Offer E Yes 2.03 No No Two Year No Bank Withdrawal 19.5 106.8 0 0 12.18 118.98 Stayed 6807-SIWJI Male 47 No 0 Groveland 95321 37.902968 -119.667544 0 38 Offer C Yes 4.34 Yes Yes Fiber Optic 26 Yes Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.85 3887.25 0 0 164.92 4052.17 Stayed 6810-VCAEX Female 57 No 0 Los Angeles 90064 34.037251 -118.423573 0 47 Offer B No Yes DSL 3 Yes Yes No Yes No No No Yes One Year No Credit Card 39.65 1798.65 0 0 0 1798.65 Stayed 6813-GZQCG Female 21 Yes 1 Milford 96121 40.181279 -120.392967 5 45 None Yes 37.57 Yes No Two Year Yes Credit Card 24.65 1171.3 0 0 1690.65 2861.95 Stayed 6814-ZPWFQ Male 67 No 0 Santa Clarita 91350 34.502432 -118.41459 0 51 None Yes 3.11 Yes No One Year No Bank Withdrawal 25 1260.7 0 0 158.61 1419.31 Stayed 6815-ABQFQ Male 53 Yes 0 Silverado 92676 33.782346 -117.635263 1 56 None Yes 14.43 Yes Yes Fiber Optic 25 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 107.25 6033.3 0 0 808.08 6841.38 Stayed 6817-WTYHE Male 56 No 0 Happy Camp 96039 41.831901 -123.487478 0 2 None Yes 5.08 No Yes DSL 17 No No No No No No No Yes Month-to-Month No Bank Withdrawal 44.9 111.05 0 0 10.16 121.21 Joined 6818-DJXAA Female 43 No 3 Alturas 96101 41.468877 -120.54229 0 10 None Yes 42.93 No Yes Fiber Optic 52 No No Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 91.1 964.35 0 0 429.3 1393.65 Stayed 6818-WOBHJ Female 70 Yes 0 Fulton 95439 38.493888 -122.777141 1 68 Offer A Yes 24.13 Yes Yes Fiber Optic 24 No Yes No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 89.6 6127.6 0 0 1640.84 7768.44 Churned Competitor Competitor had better devices 6821-BUXUX Female 28 No 0 Temecula 92592 33.507255 -117.029473 0 13 Offer D Yes 17.02 Yes Yes Fiber Optic 41 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 96.65 1244.5 0 0 221.26 1465.76 Churned Competitor Competitor made better offer 6821-JPCDC Female 29 Yes 0 Castro Valley 94552 37.722727 -122.02157 4 48 None Yes 47.64 No Yes Fiber Optic 59 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 97.05 4692.95 0 0 2286.72 6979.67 Stayed 6823-SIDFQ Male 58 No 0 Parker Dam 92267 34.273872 -114.192901 0 28 Offer C Yes 40.39 No No One Year No Credit Card 18.25 534.7 0 0 1130.92 1665.62 Stayed 6825-UYPFK Female 47 No 0 Sun City 92586 33.707483 -117.200006 0 23 Offer D Yes 27.61 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month No Bank Withdrawal 75.6 1758.6 0 0 635.03 2393.63 Churned Dissatisfaction Network reliability 6827-IEAUQ Female 46 Yes 0 Los Angeles 90035 34.051809 -118.383843 5 27 None Yes 40.21 No Yes DSL 13 Yes Yes Yes Yes No No No Yes One Year No Credit Card 66.15 1874.45 0 0 1085.67 2960.12 Stayed 6828-HMKWP Male 24 Yes 1 Berkeley 94710 37.872902 -122.303708 3 12 None Yes 49.7 No No Two Year No Bank Withdrawal 21.05 262.05 0 0 596.4 858.45 Stayed 6833-JMZYP Female 54 No 0 Hesperia 92345 34.361387 -117.337509 0 15 None Yes 15.28 No Yes Fiber Optic 16 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 94 1505.45 0 0 229.2 1734.65 Stayed 6834-NXDCA Female 30 No 0 South Dos Palos 93665 36.959731 -120.653519 0 13 None No Yes DSL 53 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 23.9 300.8 0 0 0 300.8 Churned Dissatisfaction Limited range of services 6837-BJYDQ Male 42 No 0 Wilmington 90744 33.782068 -118.262263 0 3 None Yes 35.65 No No One Year No Credit Card 19.6 61.35 0 0 106.95 168.3 Joined 6837-HAEVO Male 47 Yes 2 Moreno Valley 92551 33.88274 -117.224878 9 69 Offer A Yes 22.49 Yes Yes Fiber Optic 11 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105 7297.75 0 0 1551.81 8849.56 Stayed 6838-HVLXG Female 26 No 0 Keyes 95328 37.555631 -120.911653 0 12 None Yes 32.32 No No Month-to-Month No Mailed Check 20.3 246.7 0 0 387.84 634.54 Stayed 6838-YAUVY Female 26 No 0 Petaluma 94952 38.237018 -122.77872 0 54 None Yes 11.76 Yes Yes Fiber Optic 52 No No Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 95.1 5064.85 0 0 635.04 5699.89 Stayed 6839-ITVZJ Female 35 Yes 0 Los Angeles 90037 34.002642 -118.287596 1 26 None Yes 22.33 Yes Yes DSL 13 No Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 60.05 1616.15 0 0 580.58 2196.73 Churned Other Don't know 6840-RESVB Male 38 Yes 2 Adelanto 92301 34.667815 -117.536183 1 24 Offer C Yes 36.05 Yes Yes Cable 24 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Mailed Check 84.8 1990.5 48.23 0 865.2 2807.47 Stayed 6844-DZKRF Male 61 No 0 Irvine 92604 33.688546 -117.788091 0 2 None Yes 6.34 No Yes Cable 28 No No No Yes No No No No Month-to-Month Yes Credit Card 50.2 109.25 0 10 12.68 131.93 Joined 6845-RGTYS Female 29 Yes 0 San Diego 92117 32.825086 -117.199424 1 47 None Yes 2.87 Yes Yes Fiber Optic 51 Yes Yes Yes No Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 98.75 4533.7 0 0 134.89 4668.59 Churned Competitor Competitor made better offer 6847-KJLTS Female 72 Yes 0 Frazier Park 93225 34.827662 -118.999073 8 58 Offer B Yes 47.34 Yes Yes Fiber Optic 28 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.4 5749.8 0 0 2745.72 8495.52 Stayed 6848-HJTXY Female 41 Yes 0 Ontario 91761 34.035602 -117.591528 8 64 Offer B Yes 19.98 No No Two Year No Credit Card 19.45 1208.6 0 0 1278.72 2487.32 Stayed 6848-YLDFR Male 54 Yes 2 Gerber 96035 40.03194 -122.176023 9 58 None Yes 35.35 No Yes DSL 29 No Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 75.2 4300.8 0 0 2050.3 6351.1 Stayed 6849-OYAMU Male 56 Yes 0 Indio 92201 33.713891 -116.237257 1 19 None Yes 43.95 No Yes Fiber Optic 20 No Yes No Yes Yes Yes Yes Yes One Year No Bank Withdrawal 100 1888.65 0 0 835.05 2723.7 Churned Competitor Competitor offered more data 6849-WLEYG Male 43 No 3 Emeryville 94608 37.83726 -122.287648 0 1 None Yes 11.91 No No Month-to-Month No Credit Card 19.75 19.75 0 0 11.91 31.66 Churned Attitude Attitude of support person 6851-WEFYX Male 73 Yes 0 Descanso 91916 32.912664 -116.635387 4 35 None Yes 2.12 Yes Yes Fiber Optic 3 No No Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 100.8 3437.5 0 0 74.2 3511.7 Stayed 6854-EXGSF Female 37 No 0 Mt Baldy 91759 34.231318 -117.662032 0 8 Offer E Yes 8.73 Yes Yes DSL 28 Yes Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 65.5 573.15 0 0 69.84 642.99 Stayed 6855-VLGOS Male 51 Yes 1 Guerneville 95446 38.52576 -123.013347 5 72 None Yes 37.11 No No Two Year No Bank Withdrawal 20.55 1432.55 0 0 2671.92 4104.47 Stayed 6856-RAURS Female 50 No 0 Rio Oso 95674 38.954144 -121.482536 0 2 None Yes 41.08 Yes Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month Yes Credit Card 74.9 136.05 0 0 82.16 218.21 Joined 6857-TKDJV Male 60 Yes 2 Strawberry Valley 95981 39.58458 -121.093256 6 67 None Yes 14.41 Yes No Two Year No Bank Withdrawal 24.65 1620.45 0 0 965.47 2585.92 Stayed 6857-VWJDT Female 45 No 0 Santa Cruz 95060 36.993451 -122.098858 0 1 Offer E Yes 32.33 Yes Yes Fiber Optic 9 No No No No Yes Yes Yes Yes Month-to-Month No Credit Card 95.65 95.65 0 0 32.33 127.98 Churned Attitude Attitude of service provider 6859-QNXIQ Female 43 Yes 5 Costa Mesa 92626 33.678591 -117.905471 10 72 None Yes 26.32 Yes Yes Fiber Optic 53 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 113.1 8248.5 0 0 1895.04 10143.54 Stayed 6859-RKMZJ Male 38 Yes 0 Vallejo 94589 38.161321 -122.271588 6 11 None Yes 44.2 No Yes DSL 15 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal -10 608.15 0 0 486.2 1094.35 Stayed 6860-YRJZP Male 66 No 0 Sacramento 95820 38.53508 -121.444144 0 9 Offer E Yes 39.77 Yes Yes Fiber Optic 25 No No No No No No No Yes Two Year Yes Bank Withdrawal 74.05 678.45 0 0 357.93 1036.38 Stayed 6861-OKBCE Female 62 No 3 Seal Beach 90740 33.75462 -118.071128 0 11 Offer D Yes 33.06 No No Month-to-Month No Credit Card 20.1 221.35 0 0 363.66 585.01 Churned Attitude Attitude of support person 6861-XWTWQ Male 71 Yes 0 Napa 94559 38.232389 -122.324944 1 7 None Yes 42.92 Yes Yes Fiber Optic 2 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.25 665.45 0 0 300.44 965.89 Churned Attitude Attitude of support person 6862-CQUMB Male 28 No 0 San Diego 92126 32.886925 -117.152162 0 37 None Yes 21.84 No Yes Fiber Optic 41 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 96.1 3646.8 0 0 808.08 4454.88 Stayed 6865-JZNKO Female 25 No 0 Los Angeles 90027 34.127194 -118.295647 0 30 None Yes 19.41 No Yes Cable 27 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 55.3 1530.6 0 0 582.3 2112.9 Stayed 6867-ACCZI Female 34 Yes 3 Bethel Island 94511 38.050558 -121.646924 1 24 Offer C No Yes DSL 75 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 52.5 1208.15 0 0 0 1208.15 Stayed 6869-FGJJC Male 50 No 0 Gazelle 96034 41.411315 -122.697236 0 68 None Yes 18.53 No Yes Fiber Optic 21 No Yes Yes No No No No No One Year No Credit Card 79.6 5461.45 3.26 10 1260.04 6728.23 Stayed 6870-ECSHE Female 23 No 0 Sun City 92586 33.707483 -117.200006 0 2 None Yes 46 No No One Year No Credit Card 20.45 34.8 0 0 92 126.8 Joined 6870-ZWMNX Male 55 Yes 0 Clements 95227 38.227285 -121.02789 4 70 Offer A Yes 33.37 Yes Yes DSL 9 No Yes Yes Yes Yes No No No Two Year No Credit Card 76.1 5264.25 0 110 2335.9 7710.15 Stayed 6872-HXFNF Female 27 Yes 0 Irvine 92606 33.703976 -117.824172 1 64 Offer B Yes 40.28 Yes Yes DSL 52 No No Yes Yes No No No Yes One Year No Bank Withdrawal 58.35 3756.45 0 0 2577.92 6334.37 Stayed 6873-UDNLD Male 28 No 0 Oakland 94612 37.809014 -122.269739 0 40 None Yes 39.05 No Yes DSL 58 Yes No Yes No No Yes Yes Yes Month-to-Month No Bank Withdrawal 67.45 2731 0 0 1562 4293 Stayed 6874-SGLHU Male 44 No 0 San Jose 95121 37.304681 -121.809955 0 30 None Yes 12.17 No Yes Fiber Optic 16 No Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 97 3021.3 0 0 365.1 3386.4 Stayed 6876-ADESB Male 22 No 2 Etna 96027 41.405193 -123.008567 0 1 None Yes 34.4 No Yes Cable 52 No No Yes No No No Yes Yes Month-to-Month No Bank Withdrawal 48.95 48.95 0 0 34.4 83.35 Churned Competitor Competitor offered higher download speeds 6877-LGWXO Male 66 Yes 0 Pleasanton 94588 37.685052 -121.912061 1 18 Offer D Yes 4.98 No Yes Fiber Optic 18 No No No No No Yes No Yes Month-to-Month No Bank Withdrawal 78.55 1422.65 0 0 89.64 1512.29 Churned Attitude Attitude of support person 6877-TJMBR Male 21 Yes 0 Orinda 94563 37.873916 -122.20522 1 1 Offer E Yes 37.83 No Yes Fiber Optic 51 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.8 84.8 0 0 37.83 122.63 Churned Dissatisfaction Network reliability 6878-GGDWG Female 57 Yes 0 San Diego 92101 32.72523 -117.171346 1 32 None Yes 12.35 No No Month-to-Month No Bank Withdrawal 19.4 641.15 0 0 395.2 1036.35 Stayed 6885-PKOAM Female 59 Yes 0 San Marcos 92069 33.162624 -117.170863 3 71 None Yes 30.68 Yes Yes Cable 18 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 85.75 6223.8 4.6 0 2178.28 8397.48 Stayed 6888-SBYAI Male 56 No 0 San Ramon 94583 37.766556 -121.976784 0 1 Offer E Yes 38.05 No Yes Cable 14 Yes No No No No No No Yes Month-to-Month Yes Credit Card 50.7 50.7 0 0 38.05 88.75 Joined 6890-PFRQX Male 56 No 0 Sacramento 95819 38.567594 -121.437507 0 18 None Yes 12.21 Yes Yes DSL 8 Yes No Yes No Yes No No Yes Month-to-Month No Mailed Check 69.5 1199.4 0 0 219.78 1419.18 Stayed 6891-JPYFF Female 57 Yes 3 San Jose 95121 37.304681 -121.809955 1 48 Offer B Yes 30.41 Yes Yes Fiber Optic 53 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 105.25 4997.5 1.66 0 1459.68 6455.52 Stayed 6892-BOGQE Female 44 Yes 0 Whittier 90601 34.007353 -118.033683 0 71 Offer A Yes 14.91 No No Two Year Yes Bank Withdrawal 20.9 1493.2 0 0 1058.61 2551.81 Stayed 6892-EZDTG Female 55 Yes 0 Kings Beach 96143 39.246654 -120.029273 1 4 Offer E Yes 21.81 Yes Yes Fiber Optic 14 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 91.65 365.4 0 0 87.24 452.64 Churned Price Extra data charges 6892-XPFPU Male 70 Yes 0 Pasadena 91107 34.159007 -118.087353 3 24 Offer C Yes 49.76 Yes Yes Fiber Optic 11 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.25 2433.9 0 0 1194.24 3628.14 Churned Competitor Competitor offered higher download speeds 6893-ODYYE Male 34 No 0 Mokelumne Hill 95245 38.304194 -120.592431 0 50 None Yes 15.37 No Yes Fiber Optic 22 Yes Yes Yes Yes No No No Yes One Year Yes Credit Card 90.1 4549.45 0 0 768.5 5317.95 Stayed 6894-LFHLY Male 79 No 0 Escondido 92027 33.141265 -116.967221 0 1 None Yes 8.35 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.75 75.75 0 0 8.35 84.1 Churned Competitor Competitor made better offer 6896-SRVYQ Male 69 No 0 Camino 95709 38.748316 -120.675512 0 44 Offer B Yes 47.06 No Yes Fiber Optic 3 No No Yes No No No No No One Year No Bank Withdrawal 73.85 3122.4 0 100 2070.64 5293.04 Stayed 6897-RWMUB Male 23 Yes 2 Chino 91710 33.990646 -117.663025 2 61 None Yes 42.31 No Yes DSL 59 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal -6 4158.25 0 0 2580.91 6739.16 Stayed 6897-UUBNU Male 39 No 0 North Hollywood 91602 34.15136 -118.364786 0 29 None Yes 12.92 No Yes Fiber Optic 24 No Yes No Yes Yes No No No Month-to-Month No Credit Card 89.65 2623.65 0 10 374.68 3008.33 Stayed 6898-MDLZW Male 53 No 0 Blue Lake 95525 40.94338 -123.831799 0 12 Offer D Yes 1.8 No Yes DSL 3 No Yes No Yes No No No Yes Month-to-Month Yes Credit Card 53.75 648.65 0 0 21.6 670.25 Stayed 6898-RBTLU Female 47 Yes 1 Whittier 90602 33.972119 -118.020188 9 49 Offer B Yes 16.6 Yes Yes DSL 14 No Yes No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal -2 3902.45 0 0 813.4 4715.85 Stayed 6899-PPEEA Female 66 No 0 Vallejo 94590 38.104705 -122.247387 0 37 None Yes 3.3 Yes Yes Fiber Optic 2 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 96.55 3580.3 0 0 122.1 3702.4 Churned Attitude Attitude of service provider 6900-PXRMS Male 72 Yes 0 Spring Valley 91978 32.730264 -116.950963 0 26 Offer C Yes 1.26 Yes Yes Fiber Optic 18 No Yes Yes No Yes Yes Yes No Month-to-Month No Bank Withdrawal 105.75 2710.25 0 90 32.76 2833.01 Churned Dissatisfaction Product dissatisfaction 6900-RBKER Male 32 No 0 San Jose 95120 37.186141 -121.843554 0 52 Offer B Yes 15.1 Yes Yes Fiber Optic 17 No No Yes No No Yes Yes Yes Two Year Yes Credit Card 89.45 4577.75 18.89 0 785.2 5344.06 Stayed 6901-GOGZG Male 28 No 1 Lake Hughes 93532 34.659579 -118.584212 0 60 Offer B Yes 49.96 Yes Yes DSL 85 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.95 4984.85 0 0 2997.6 7982.45 Stayed 6904-JLBGY Female 78 No 0 Salinas 93905 36.667794 -121.601306 0 72 Offer A Yes 14.94 Yes Yes Fiber Optic 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 117.35 8436.25 0 0 1075.68 9511.93 Stayed 6905-NIQIN Male 26 No 0 San Diego 92122 32.85723 -117.209774 0 1 Offer E Yes 14.78 No Yes DSL 59 No Yes No No No No Yes Yes Month-to-Month No Credit Card 50.65 50.65 0 0 14.78 65.43 Churned Competitor Competitor made better offer 6906-ANDWJ Male 39 Yes 0 Vina 96092 39.955164 -122.018567 1 15 Offer D Yes 34.63 Yes Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.9 1107.25 0 0 519.45 1626.7 Churned Dissatisfaction Lack of self-service on Website 6906-MPARY Male 30 No 0 Redondo Beach 90277 33.830453 -118.384565 0 40 Offer B Yes 32.27 No Yes Fiber Optic 69 No Yes No Yes No Yes Yes Yes One Year Yes Credit Card 89.6 3488.15 0 0 1290.8 4778.95 Stayed 6907-CQGPN Male 40 No 0 Oakland 94612 37.809014 -122.269739 0 29 None No Yes DSL 27 No Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 34.3 1004.75 0 0 0 1004.75 Stayed 6907-FLBER Male 62 No 0 Burbank 91505 34.174215 -118.345928 0 1 Offer E Yes 34.02 Yes Yes DSL 24 No Yes No No No No No No Month-to-Month No Bank Withdrawal 54.3 54.3 0 10 34.02 98.32 Joined 6907-NZZIJ Female 54 No 0 Santa Monica 90402 34.035849 -118.503508 0 36 None Yes 13.35 Yes Yes Fiber Optic 7 No Yes No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 99.15 3615.6 0 30 480.6 4126.2 Churned Competitor Competitor had better devices 6908-VVYHM Male 52 Yes 0 Pasadena 91104 34.165383 -118.123752 1 65 Offer B Yes 19.84 Yes Yes Fiber Optic 2 No Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 90.65 5931 0 110 1289.6 7330.6 Stayed 6910-HADCM Female 63 No 0 Long Beach 90808 33.823943 -118.111335 0 1 None Yes 7.26 No Yes Cable 9 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 76.35 76.35 0 0 7.26 83.61 Churned Attitude Attitude of support person 6916-HIJSE Female 57 No 0 Fresno 93725 36.623632 -119.741322 0 65 None Yes 41.74 No Yes Cable 17 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.85 5459.2 0 0 2713.1 8172.3 Stayed 6917-FIJHC Female 60 Yes 0 Livingston 95334 37.361987 -120.748394 8 72 Offer A Yes 26.98 Yes No Two Year Yes Credit Card 26 1776 0 0 1942.56 3718.56 Stayed 6917-IAYHD Male 44 No 1 La Honda 94020 37.285677 -122.224165 0 1 Offer E No Yes Cable 19 No Yes No Yes No No No No Month-to-Month No Credit Card 33.6 33.6 0 50 0 83.6 Joined 6917-YACBP Female 80 No 0 Escondido 92027 33.141265 -116.967221 0 59 Offer B Yes 25.57 Yes Yes Fiber Optic 5 Yes Yes Yes No No No No Yes Two Year Yes Bank Withdrawal 89.75 5496.9 0 0 1508.63 7005.53 Stayed 6918-UMQCG Female 25 No 0 Orange 92869 33.792791 -117.789749 0 5 Offer E Yes 48.86 No Yes Fiber Optic 59 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 80.2 384.25 0 0 244.3 628.55 Stayed 6919-ELBGL Male 75 Yes 0 Big Pine 93513 37.245505 -118.062943 3 72 Offer A Yes 21.38 Yes Yes Fiber Optic 2 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 114.95 8196.4 0 0 1539.36 9735.76 Stayed 6921-OZMFH Male 38 Yes 1 Santa Clara 95051 37.348129 -121.98469 3 5 None Yes 18.97 Yes Yes Cable 12 No No No Yes No No No Yes Month-to-Month Yes Credit Card 55.7 259.4 0 0 94.85 354.25 Stayed 6922-NCEDI Male 38 No 0 Costa Mesa 92627 33.645672 -117.922613 0 56 Offer B Yes 48.63 No No One Year Yes Mailed Check 21.2 1238.65 0 0 2723.28 3961.93 Stayed 6923-AQONU Male 32 Yes 1 Los Angeles 90046 34.108455 -118.362081 1 23 Offer D Yes 18.91 No No Two Year No Credit Card 20.9 454 0 0 434.93 888.93 Stayed 6923-EFPNL Male 39 No 0 Silverado 92676 33.782346 -117.635263 0 4 None Yes 9.98 Yes Yes DSL 13 No No No No No No No Yes Month-to-Month No Credit Card 51.75 201.1 0 0 39.92 241.02 Churned Competitor Competitor had better devices 6923-JHPMP Female 35 No 0 Templeton 93465 35.536115 -120.739231 0 2 None Yes 35.41 No Yes Fiber Optic 25 Yes No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 80.45 137.1 0 0 70.82 207.92 Joined 6924-TDGMT Male 34 Yes 0 Platina 96076 40.367964 -122.937379 6 11 None Yes 26.11 No No One Year Yes Credit Card 20.55 184.95 0 0 287.21 472.16 Stayed 6925-BAYGL Female 79 Yes 0 Inglewood 90303 33.936291 -118.332639 1 53 None Yes 19.03 Yes No Two Year No Credit Card 25.1 1275.6 0 0 1008.59 2284.19 Stayed 6927-WTFIV Male 78 No 0 Redwood City 94061 37.461251 -122.235414 0 20 Offer D Yes 5.71 No Yes Fiber Optic 22 No No No No No No No Yes Month-to-Month No Credit Card 71.3 1389.2 0 0 114.2 1503.4 Churned Attitude Attitude of service provider 6928-ONTRW Female 53 Yes 1 Bell 90201 33.970343 -118.171368 9 72 None Yes 48.04 No No Two Year No Credit Card 19.7 1379.8 0 0 3458.88 4838.68 Stayed 6933-FHBZC Female 30 No 0 Moreno Valley 92551 33.88274 -117.224878 0 26 Offer C Yes 35.75 No Yes Cable 71 No Yes Yes No No No No Yes One Year Yes Credit Card 56.05 1553.2 0 0 929.5 2482.7 Stayed 6933-VLYFX Male 64 Yes 2 Belmont 94002 37.509366 -122.306132 7 31 Offer C No Yes Cable 25 Yes No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 59.95 1848.8 0 0 0 1848.8 Stayed 6937-GCDGQ Male 59 Yes 1 West Point 95255 38.41935 -120.469545 1 19 Offer D Yes 11.75 No Yes Cable 21 Yes No No No No No No Yes One Year Yes Bank Withdrawal 48.95 955.6 0 0 223.25 1178.85 Stayed 6941-KXRRV Female 65 Yes 0 Dorris 96023 41.949216 -122.050062 10 48 None Yes 34.43 No Yes DSL 2 No Yes No No No Yes Yes Yes One Year Yes Bank Withdrawal 58.95 2789.7 0 0 1652.64 4442.34 Stayed 6941-PMGEP Female 26 No 0 Novato 94945 38.135897 -122.563683 0 5 Offer E Yes 43.99 No Yes Fiber Optic 42 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 80 412.5 40 10 219.95 602.45 Churned Competitor Competitor made better offer 6942-LBFDP Female 30 No 0 Bakersfield 93308 35.559617 -118.925185 0 2 None Yes 16.7 No No Month-to-Month Yes Mailed Check 20.55 33.6 0 0 33.4 67 Joined 6946-LMSQS Male 80 Yes 0 Temecula 92592 33.507255 -117.029473 3 25 Offer C Yes 33.63 Yes Yes Fiber Optic 25 Yes No No No No Yes No Yes One Year Yes Bank Withdrawal 89.05 2177.45 0 0 840.75 3018.2 Churned Competitor Competitor made better offer 6950-TWMYB Male 31 Yes 8 Santa Monica 90404 34.026334 -118.474222 2 54 Offer B Yes 46.7 No Yes Fiber Optic 75 No Yes No Yes No No No Yes Two Year Yes Bank Withdrawal 79.95 4362.05 0 0 2521.8 6883.85 Stayed 6952-OMNWB Male 75 Yes 0 Creston 93432 35.480896 -120.469476 7 68 Offer A Yes 34.31 Yes Yes Fiber Optic 15 No No Yes No No No No Yes One Year Yes Credit Card 80.35 5589.3 0 0 2333.08 7922.38 Stayed 6953-PBDIN Male 50 Yes 0 Fort Bidwell 96112 41.932207 -120.135941 4 70 Offer A Yes 38.58 Yes Yes DSL 25 No Yes Yes Yes Yes No No No Two Year No Bank Withdrawal 72.95 5265.55 0 60 2700.6 8026.15 Stayed 6954-OOYZZ Male 41 Yes 0 Los Angeles 90006 34.048013 -118.293953 10 18 Offer D Yes 45.92 No Yes DSL 17 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.35 768.05 0 0 826.56 1594.61 Stayed 6956-SMUCM Female 29 No 0 Miranda 95553 40.210895 -123.86 0 3 None Yes 33.39 No Yes Fiber Optic 59 Yes No Yes No Yes Yes Yes No Month-to-Month Yes Credit Card 99 287.4 0 10 100.17 397.57 Churned Competitor Competitor offered higher download speeds 6959-GQEGV Male 61 No 0 Canoga Park 91303 34.19829 -118.602203 0 45 None Yes 10.36 No Yes DSL 6 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 75.95 3273.8 0 0 466.2 3740 Stayed 6959-UWKHF Male 47 No 0 Alpaugh 93201 35.869626 -119.498771 0 1 Offer E Yes 4.02 No Yes Cable 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 42.9 42.9 0 0 4.02 46.92 Churned Competitor Competitor had better devices 6960-HVYXR Female 20 No 0 Rio Linda 95673 38.688764 -121.457596 0 1 None Yes 35.01 Yes Yes Fiber Optic 52 No No No No No No No Yes Month-to-Month No Bank Withdrawal 76 76 0 0 35.01 111.01 Churned Competitor Competitor made better offer 6961-MJKBO Male 27 No 0 Los Angeles 90057 34.061918 -118.277939 0 47 None Yes 6.61 No No Two Year No Bank Withdrawal 20.45 943 0 0 310.67 1253.67 Stayed 6961-VCPMC Male 71 Yes 0 North Palm Springs 92258 33.906496 -116.569499 1 46 Offer B Yes 48.62 No Yes Fiber Optic 3 No No No No No Yes No No Month-to-Month Yes Bank Withdrawal 80.4 3605.2 0 20 2236.52 5861.72 Churned Competitor Competitor offered more data 6963-EZQEE Male 69 Yes 0 Midpines 95345 37.581496 -119.972762 4 70 None Yes 40.94 Yes Yes DSL 8 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Credit Card 88.55 6306.5 0 0 2865.8 9172.3 Stayed 6963-KQYQB Female 24 Yes 2 Pacifica 94044 37.573633 -122.455167 4 70 Offer A Yes 4.27 Yes No Two Year No Credit Card 24.05 1764.75 0 0 298.9 2063.65 Stayed 6967-PEJLL Male 23 Yes 2 San Diego 92129 32.961064 -117.134917 7 37 Offer C No Yes Cable 52 Yes No Yes Yes No No No Yes One Year Yes Bank Withdrawal 40.2 1525.35 0 0 0 1525.35 Stayed 6967-QIQRV Male 23 Yes 1 Mission Viejo 92692 33.60693 -117.644253 8 15 None Yes 2.12 No Yes Fiber Optic 30 Yes No No Yes Yes Yes Yes No One Year No Bank Withdrawal 101.9 1667.25 0 120 31.8 1819.05 Stayed 6968-GMKPR Female 39 No 0 French Gulch 96033 40.740138 -122.587476 0 55 Offer B Yes 22.34 No Yes Fiber Optic 4 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 81.55 4509.5 0 0 1228.7 5738.2 Stayed 6968-MHOMU Male 53 Yes 0 Princeton 95970 39.424957 -122.039307 0 58 None No Yes Cable 23 No No No No Yes Yes Yes Yes One Year Yes Credit Card 45 2689.35 0 0 0 2689.35 Stayed 6968-URWQU Male 50 Yes 0 Redlands 92374 34.064073 -117.166158 9 43 None Yes 4.34 No Yes DSL 23 No No No No Yes No No Yes One Year Yes Credit Card 56.35 2391.15 0 0 186.62 2577.77 Stayed 6969-MVBAI Female 66 No 0 Davis Creek 96108 41.750354 -120.403885 0 9 Offer E Yes 40 Yes Yes Fiber Optic 4 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.1 816.8 0 0 360 1176.8 Stayed 6972-SNKKW Female 60 No 0 Chester 96020 40.243494 -121.154733 0 6 None Yes 47.46 No No Month-to-Month No Mailed Check 20 109.2 0 0 284.76 393.96 Stayed 6974-DAFLI Female 54 Yes 0 Bakersfield 93312 35.392599 -119.245341 8 55 Offer B Yes 3.28 No No One Year No Bank Withdrawal 19.7 1140.05 0 0 180.4 1320.45 Stayed 6976-BWGLQ Female 64 Yes 3 Pomona 91766 34.042286 -117.756106 1 72 Offer A Yes 39.3 Yes No Two Year No Bank Withdrawal 25.2 1787.35 0 0 2829.6 4616.95 Stayed 6979-TNDEU Female 42 No 0 Sacramento 95841 38.660442 -121.346321 0 8 None Yes 14.32 No No Month-to-Month No Credit Card 19.2 156.85 0 0 114.56 271.41 Stayed 6979-ZNSFF Female 48 No 0 Pollock Pines 95726 38.733908 -120.453416 0 8 Offer E Yes 45.59 Yes Yes Fiber Optic 8 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 87.05 762.1 0 0 364.72 1126.82 Churned Price Price too high 6980-CDGFC Female 57 Yes 0 Aptos 95003 37.013471 -121.877877 5 67 Offer A Yes 7.91 No No One Year Yes Bank Withdrawal 20.85 1327.4 0 0 529.97 1857.37 Stayed 6980-IMXXE Female 28 Yes 2 Modesto 95355 37.672906 -120.946594 5 69 None Yes 42.49 No No Two Year No Bank Withdrawal 20.2 1412.65 0 0 2931.81 4344.46 Stayed 6981-TDRFT Male 25 Yes 1 Soulsbyville 95372 37.990574 -120.261821 1 44 None No Yes DSL 69 No No Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 54.3 2317.1 0 10 0 2327.1 Stayed 6982-SSHFK Male 45 No 0 Fresno 93703 36.768774 -119.762633 0 1 Offer E Yes 32.44 No Yes DSL 12 No No No No No No No Yes Month-to-Month No Mailed Check 44.4 44.4 0 0 32.44 76.84 Churned Competitor Competitor had better devices 6982-UQZLY Female 80 Yes 0 Los Alamos 93440 34.758699 -120.275839 1 1 Offer E Yes 22.86 No No Month-to-Month Yes Credit Card 20.85 20.85 0 0 22.86 43.71 Churned Attitude Attitude of support person 6985-HAYWX Female 50 Yes 0 Hughson 95326 37.5923 -120.853288 5 26 None Yes 37.6 Yes Yes Fiber Optic 10 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 79.3 2015.8 0 0 977.6 2993.4 Stayed 6986-IJDHX Male 29 Yes 0 Huntington Beach 92648 33.679659 -118.016195 5 39 Offer C Yes 40.25 No Yes Fiber Optic 19 No Yes No No Yes No No Yes Month-to-Month Yes Credit Card 86.3 3266 0 0 1569.75 4835.75 Churned Competitor Competitor had better devices 6986-IXNDM Male 47 No 0 Three Rivers 93271 36.413433 -118.854708 0 14 Offer D Yes 27.8 No Yes Fiber Optic 17 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 92.9 1337.45 0 0 389.2 1726.65 Stayed 6987-XQSJT Female 68 No 0 Blue Lake 95525 40.94338 -123.831799 0 54 None Yes 45.77 Yes Yes Fiber Optic 10 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.5 4370.25 0 0 2471.58 6841.83 Churned Attitude Attitude of support person 6988-CJEYV Male 56 No 0 Crows Landing 95313 37.435664 -121.049056 0 49 Offer B Yes 45.46 Yes Yes Fiber Optic 27 No Yes No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 98.7 4920.55 0 0 2227.54 7148.09 Stayed 6990-YNRIO Male 53 Yes 0 Agoura Hills 91301 34.129058 -118.759788 0 65 None Yes 41.88 Yes Yes Fiber Optic 7 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 108.65 6937.95 0 0 2722.2 9660.15 Churned Attitude Attitude of support person 6992-TKNYO Male 34 Yes 0 Richmond 94804 37.921034 -122.341798 2 38 Offer C Yes 32.11 Yes Yes DSL 16 No No Yes Yes No Yes Yes Yes One Year No Credit Card 69 2669.45 0 0 1220.18 3889.63 Stayed 6993-OHLXR Female 26 No 0 Walnut Creek 94596 37.900662 -122.052782 0 2 None Yes 30.73 No Yes Fiber Optic 39 No No No No No No Yes Yes Month-to-Month No Bank Withdrawal 68.95 119.75 0 0 61.46 181.21 Churned Competitor Competitor had better devices 6993-YCOBK Male 48 Yes 3 Sun Valley 91352 34.231053 -118.338307 1 60 None Yes 40.36 Yes Yes Fiber Optic 76 Yes No Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 110.6 6586.85 36.38 80 2421.6 9052.07 Stayed 6993-YGFJV Male 29 Yes 0 Cayucos 93430 35.511833 -120.918713 9 69 Offer A Yes 3.41 Yes Yes Fiber Optic 41 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 112.55 7806.5 0 0 235.29 8041.79 Stayed 6994-FGRHH Male 37 Yes 3 Meadow Vista 95722 39.003358 -121.022539 7 70 None Yes 3.67 No Yes Fiber Optic 28 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 106.15 7475.1 0 0 256.9 7732 Stayed 6994-KERXL Male 51 No 0 Avalon 90704 33.391181 -118.421305 0 4 None Yes 17.7 No Yes DSL 22 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 55.9 238.5 0 0 70.8 309.3 Stayed 6994-ORCWG Female 33 No 0 Wilseyville 95257 38.392686 -120.415951 0 14 Offer D Yes 21.03 Yes Yes DSL 7 No Yes No No No No No Yes One Year Yes Mailed Check 54.25 773.2 0 0 294.42 1067.62 Stayed 6996-KNSML Female 26 No 0 Cotati 94931 38.326215 -122.718742 0 1 None Yes 35.25 No Yes Fiber Optic 30 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 74.9 74.9 0 0 35.25 110.15 Churned Competitor Competitor had better devices 6997-UVGOX Male 35 Yes 3 Albany 94706 37.890274 -122.295192 9 71 Offer A Yes 22.83 No Yes DSL 53 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 85.45 6029.9 0 0 1620.93 7650.83 Stayed 6999-CHVCF Male 40 No 0 Covina 91723 34.084747 -117.886844 0 68 None Yes 49.42 Yes Yes Fiber Optic 7 Yes Yes Yes No No Yes Yes Yes Two Year Yes Bank Withdrawal 102.1 7149.35 0 0 3360.56 10509.91 Stayed 7000-WCEVQ Female 67 No 0 Wrightwood 92397 34.358321 -117.618263 0 20 None Yes 27.11 Yes Yes DSL 27 No No No No No Yes No Yes Month-to-Month Yes Credit Card 61.6 1174.35 0 0 542.2 1716.55 Churned Price Long distance charges 7005-CCBKV Male 53 No 0 Thornton 95686 38.157794 -121.520223 0 6 None Yes 21.97 No Yes Fiber Optic 9 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.4 556.35 0 0 131.82 688.17 Churned Dissatisfaction Service dissatisfaction 7005-CYUIL Female 78 Yes 0 Laytonville 95454 39.806141 -123.531098 2 71 Offer A Yes 12.26 No Yes Fiber Optic 3 Yes Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 99.4 7168.25 0 0 870.46 8038.71 Stayed 7008-LZVOZ Male 59 Yes 3 Pixley 93256 35.957019 -119.330928 5 66 None Yes 38.55 Yes No Two Year Yes Credit Card 25.3 1672.35 0 0 2544.3 4216.65 Stayed 7009-LGECI Female 24 No 0 Westlake Village 91361 34.130992 -118.894673 0 4 None Yes 22.07 No Yes DSL 41 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.55 235.65 0 0 88.28 323.93 Stayed 7009-PCARS Male 53 No 2 Stockton 95215 37.946282 -121.139499 0 55 Offer B Yes 39.29 No No One Year No Bank Withdrawal 19.1 1001.5 0 0 2160.95 3162.45 Stayed 7010-BRBUU Male 48 Yes 1 Woodland Hills 91364 34.153733 -118.593408 0 72 None Yes 19.64 Yes No Two Year No Credit Card 24.1 1734.65 0 0 1414.08 3148.73 Stayed 7010-ZMVBF Female 39 Yes 2 Thermal 92274 33.53604 -116.119222 8 18 None Yes 14.6 No No Month-to-Month No Credit Card 20.45 357 0 0 262.8 619.8 Stayed 7011-CVEUC Male 51 Yes 0 Chula Vista 91911 32.607964 -117.059459 7 25 None Yes 3.81 No Yes Fiber Optic 8 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 95.7 2338.35 0 0 95.25 2433.6 Stayed 7013-PSXHK Female 41 No 0 Lagunitas 94938 38.021772 -122.691744 0 40 None Yes 33.83 Yes Yes DSL 19 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 80.75 3208.65 0 0 1353.2 4561.85 Stayed 7014-ZZXAW Female 30 Yes 0 Montclair 91763 34.072121 -117.698319 1 71 None Yes 8.21 Yes No Two Year Yes Credit Card 24.25 1732.95 0 0 582.91 2315.86 Stayed 7016-BPGEU Female 53 No 0 Dunsmuir 96025 41.212695 -122.392067 0 29 None No Yes Cable 22 No No No No No No No Yes Month-to-Month Yes Credit Card 25.1 712.85 0 0 0 712.85 Churned Competitor Competitor offered higher download speeds 7016-NVRIC Male 73 Yes 0 Chualar 93925 36.596271 -121.442274 10 29 None Yes 32.03 No Yes Fiber Optic 16 Yes No Yes No No Yes Yes Yes One Year No Bank Withdrawal 90.1 2656.7 0 0 928.87 3585.57 Stayed 7017-VFHAY Female 42 Yes 1 Glendora 91740 34.119363 -117.855059 3 61 Offer B Yes 20.01 Yes Yes Fiber Optic 12 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 115.1 7008.15 0 0 1220.61 8228.76 Stayed 7017-VFULY Female 38 Yes 0 Chatsworth 91311 34.294142 -118.603883 9 2 None Yes 32.86 No No Month-to-Month No Bank Withdrawal 20.1 43.15 0 0 65.72 108.87 Joined 7018-FPXHH Male 45 Yes 2 Callahan 96014 41.388397 -122.794636 1 56 Offer B Yes 22.74 No Yes DSL 13 Yes Yes Yes No No No No Yes Two Year Yes Bank Withdrawal 59.8 3457.45 35.01 0 1273.44 4695.88 Stayed 7018-WBJNK Male 55 No 3 San Fernando 91340 34.286131 -118.435969 0 13 Offer D Yes 31.93 No Yes Fiber Optic 22 No No No No Yes No No No Month-to-Month Yes Credit Card 78.3 1033.95 0 150 415.09 1599.04 Stayed 7020-OZKXZ Female 65 No 0 Vista 92084 33.22784 -117.200024 0 9 None Yes 24.96 No Yes Fiber Optic 9 No No Yes No No No No Yes Two Year No Credit Card 75.5 637.4 0 0 224.64 862.04 Stayed 7021-XSNYE Male 46 Yes 2 Lancaster 93535 34.712708 -117.889656 4 7 None No Yes DSL 28 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 49.65 305.55 0 0 0 305.55 Stayed 7024-OHCCK Female 77 No 0 Sheridan 95681 38.984756 -121.345074 0 2 None Yes 19.27 Yes Yes Fiber Optic 18 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 93.85 170.85 0 0 38.54 209.39 Churned Dissatisfaction Poor expertise of online support 7025-IWFHT Male 62 No 0 Upland 91784 34.141146 -117.655583 0 41 Offer B Yes 45.22 No Yes Fiber Optic 15 No Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 89.55 3729.75 0 0 1854.02 5583.77 Stayed 7025-WCBNE Male 74 No 0 Santa Ana 92705 33.766004 -117.786763 0 47 None Yes 14.78 Yes Yes DSL 10 No Yes No Yes No No No Yes Two Year No Bank Withdrawal 59.6 2754 0 0 694.66 3448.66 Stayed 7026-YMSBE Male 62 No 0 Berkeley 94704 37.871416 -122.246597 0 30 None Yes 24.57 No No One Year No Mailed Check 19.7 625.05 0 0 737.1 1362.15 Stayed 7028-DVOIQ Male 71 No 0 Birds Landing 94512 38.140719 -121.838298 0 35 None Yes 20.83 Yes Yes Fiber Optic 19 No No Yes No Yes Yes No No Month-to-Month Yes Bank Withdrawal 99.05 3395.8 0 120 729.05 4244.85 Churned Other Don't know 7029-IJEJK Female 52 No 0 Los Angeles 90059 33.927254 -118.249826 0 54 None No Yes DSL 21 Yes No No Yes No Yes Yes Yes One Year No Bank Withdrawal 44.1 2369.7 0 0 0 2369.7 Stayed 7029-RPUAV Male 74 Yes 0 Los Gatos 95030 37.222842 -121.988727 1 17 None Yes 28.18 Yes Yes Cable 16 No No Yes No Yes Yes No Yes Month-to-Month Yes Credit Card 100.45 1622.45 0 0 479.06 2101.51 Churned Competitor Competitor offered more data 7030-FZTFM Male 31 Yes 1 Gonzales 93926 36.52588 -121.396719 5 72 Offer A Yes 45.32 Yes Yes Fiber Optic 11 No Yes Yes Yes Yes Yes Yes No Two Year No Credit Card 110.9 7922.75 0 130 3263.04 11315.79 Stayed 7030-NJVDP Male 36 Yes 0 San Quentin 94964 37.942551 -122.491642 2 24 None Yes 10.23 No Yes Fiber Optic 8 Yes No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.25 2210.2 0 0 245.52 2455.72 Stayed 7032-LMBHI Female 42 No 0 Blythe 92225 33.674583 -114.71612 0 37 None Yes 37.18 Yes Yes Cable 9 Yes No No No Yes No No Yes One Year No Bank Withdrawal 64.65 2347.85 0 0 1375.66 3723.51 Stayed 7033-CLAMM Female 60 Yes 2 Somes Bar 95568 41.444606 -123.471895 6 48 Offer B Yes 18.64 No No Two Year No Bank Withdrawal 20.2 1027.25 0 0 894.72 1921.97 Stayed 7036-TYDEC Female 44 No 0 San Clemente 92673 33.4725 -117.584273 0 69 None Yes 1.85 Yes Yes Fiber Optic 13 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 104 7028.5 0 0 127.65 7156.15 Stayed 7036-ZZKBD Male 56 Yes 0 Lincoln 95648 38.922812 -121.312005 7 31 Offer C Yes 25.3 No Yes Cable 28 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Credit Card 66.4 2019.8 0 0 784.3 2804.1 Stayed 7037-MTYVW Male 26 Yes 2 San Jose 95133 37.371862 -121.860349 6 38 Offer C Yes 17.52 Yes Yes DSL 59 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 85.4 3297 0 0 665.76 3962.76 Stayed 7041-TXQJH Female 64 No 0 Goodyears Bar 95944 39.564113 -120.868836 0 37 Offer C No Yes Cable 6 No No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 40.2 1478.85 0 0 0 1478.85 Stayed 7044-YAACC Male 70 Yes 0 Napa 94559 38.232389 -122.324944 5 4 None Yes 6.03 No Yes Fiber Optic 8 No No No No No No No Yes Two Year Yes Bank Withdrawal 70.2 280.35 30.75 0 24.12 273.72 Stayed 7047-FWEYA Female 41 Yes 0 San Pedro 90731 33.736387 -118.284363 3 46 Offer B Yes 33.22 Yes Yes Fiber Optic 29 No Yes No Yes Yes Yes Yes No One Year Yes Bank Withdrawal 103.15 4594.65 0 130 1528.12 6252.77 Stayed 7047-YXDMZ Male 59 No 0 Vallejo 94591 38.105733 -122.186338 0 21 Offer D Yes 34.39 No No Month-to-Month No Credit Card 20 417.7 0 0 722.19 1139.89 Stayed 7048-GXDAY Male 55 No 0 Fresno 93705 36.78724 -119.827813 0 39 Offer C Yes 17.17 Yes Yes Fiber Optic 30 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.4 4040.65 0 0 669.63 4710.28 Stayed 7049-GKVZY Female 45 No 0 Berkeley 94702 37.866009 -122.286228 0 17 None Yes 12.69 No Yes Cable 22 Yes Yes No Yes Yes Yes Yes Yes One Year No Credit Card -7 1387.35 0 0 215.73 1603.08 Stayed 7054-DMVAS Male 47 No 0 Redwood Valley 95470 39.298065 -123.25211 0 54 None Yes 18.74 No Yes DSL 16 Yes Yes No No Yes No No Yes Two Year Yes Bank Withdrawal 65.3 3512.9 0 0 1011.96 4524.86 Stayed 7054-ENNGU Female 19 Yes 0 Benicia 94510 38.113533 -122.11926 4 9 None Yes 12.59 No Yes Cable 76 No Yes No No No No No Yes Month-to-Month No Credit Card 50.85 466.6 0 0 113.31 579.91 Stayed 7054-LGEQW Female 23 No 0 Canyon Country 91351 34.422519 -118.420717 0 1 Offer E Yes 5.12 No Yes DSL 30 No No No No No No Yes Yes Month-to-Month No Credit Card 45.95 45.95 0 0 5.12 51.07 Churned Attitude Attitude of support person 7055-HNEOJ Male 34 Yes 0 El Dorado Hills 95762 38.684437 -121.055634 2 3 Offer E Yes 4.19 No Yes Cable 6 No No Yes Yes No No No Yes Month-to-Month Yes Mailed Check 55.8 154.55 0 0 12.57 167.12 Joined 7055-JCGNI Female 60 No 0 Moss Beach 94038 37.515556 -122.502311 0 70 Offer A Yes 44.57 Yes Yes Fiber Optic 26 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 111.95 7795.95 0 0 3119.9 10915.85 Stayed 7055-VKGDA Male 31 No 0 Clarksburg 95612 38.384648 -121.578701 0 54 Offer B Yes 49.98 No Yes Fiber Optic 26 Yes Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 105.4 5643.4 0 0 2698.92 8342.32 Churned Dissatisfaction Product dissatisfaction 7056-IMHCC Male 69 Yes 0 Torrance 90501 33.833699 -118.314387 1 53 Offer B Yes 7.94 Yes Yes Fiber Optic 6 No Yes No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 101.9 5549.4 0 0 420.82 5970.22 Churned Price Price too high 7061-OVMIM Female 57 Yes 0 Palm Springs 92262 33.839989 -116.659215 1 30 None Yes 21.14 No No One Year No Bank Withdrawal 19.55 608.5 0 0 634.2 1242.7 Stayed 7064-FRRSW Male 71 No 0 Tarzana 91356 34.157137 -118.548511 0 48 None Yes 5.87 Yes Yes Fiber Optic 2 No Yes No No Yes Yes No Yes One Year Yes Bank Withdrawal 99 4744.35 0 0 281.76 5026.11 Stayed 7064-JHXCE Male 64 Yes 1 San Luis Obispo 93401 35.233745 -120.626442 5 62 Offer B Yes 20.96 No No Two Year No Credit Card 20.05 1263.9 0 0 1299.52 2563.42 Stayed 7065-YUNRY Female 28 No 0 San Diego 92117 32.825086 -117.199424 0 1 None Yes 39.94 No Yes Cable 59 No No No No No No Yes Yes Month-to-Month Yes Mailed Check 45.3 45.3 0 0 39.94 85.24 Churned Competitor Competitor made better offer 7067-KSAZT Female 66 Yes 0 Chico 95928 39.681488 -121.83721 1 65 None Yes 18.69 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 106.25 6979.8 0 0 1214.85 8194.65 Churned Competitor Competitor made better offer 7072-MBHEV Female 77 Yes 2 Edwards 93523 34.966777 -117.961179 8 11 None Yes 17.66 Yes Yes Fiber Optic 13 No No Yes No No No No Yes Month-to-Month Yes Credit Card 78.1 864.85 0 0 194.26 1059.11 Stayed 7073-QETQY Male 59 Yes 0 Capay 95607 38.681651 -122.130569 9 66 Offer A Yes 45.03 No No One Year Yes Bank Withdrawal 20.35 1359.5 0 0 2971.98 4331.48 Stayed 7074-IEVOJ Female 75 No 0 San Francisco 94130 37.820894 -122.369725 0 3 None Yes 41.9 Yes Yes Fiber Optic 11 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.4 205.05 0 0 125.7 330.75 Churned Dissatisfaction Product dissatisfaction 7074-STDCN Male 25 No 0 Artesia 90701 33.867593 -118.080637 0 39 Offer C No Yes Cable 26 No No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 40.6 1494.5 0 0 0 1494.5 Stayed 7075-BNDVQ Female 46 No 0 Termo 96132 41.027281 -120.669427 0 4 None No Yes DSL 26 Yes No Yes No No No No No Month-to-Month No Credit Card 35 135.75 0 50 0 185.75 Stayed 7077-XJMET Male 63 Yes 0 Alta 95701 39.218096 -120.79153 7 12 None Yes 49.39 No Yes DSL 5 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 74.15 741.4 0 0 592.68 1334.08 Stayed 7078-NVFAM Female 57 Yes 1 Pomona 91767 34.083086 -117.737997 3 32 None No Yes Cable 14 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 35.15 1051.05 0 0 0 1051.05 Stayed 7079-QRCBC Female 35 No 0 Sacramento 95864 38.585826 -121.376263 0 24 None Yes 37.69 Yes Yes Fiber Optic 18 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.75 2407.3 0 0 904.56 3311.86 Churned Competitor Competitor had better devices 7080-TNUWP Male 48 Yes 0 Arbuckle 95912 38.982373 -122.047751 5 70 None Yes 31.13 Yes Yes Fiber Optic 16 No Yes Yes No Yes No No Yes One Year Yes Bank Withdrawal 95 6602.9 0 0 2179.1 8782 Stayed 7083-MIOPC Female 62 No 0 Burbank 91505 34.174215 -118.345928 0 72 None Yes 42.36 No No Two Year No Credit Card 20.25 1566.9 0 0 3049.92 4616.82 Stayed 7083-YNSKY Female 22 No 0 Lodi 95242 38.128087 -121.4078 0 15 Offer D Yes 45.84 Yes No Month-to-Month Yes Credit Card 25.4 399.6 0 0 687.6 1087.2 Churned Attitude Attitude of support person 7088-FBAWU Female 22 Yes 2 Los Angeles 90007 34.027337 -118.28515 8 17 Offer D Yes 44.9 No Yes DSL 47 Yes Yes No No Yes Yes Yes Yes Month-to-Month No Credit Card 74.55 1215.8 0 0 763.3 1979.1 Stayed 7089-IVVAZ Female 26 No 0 Cantua Creek 93608 36.488056 -120.407691 0 8 Offer E Yes 19.68 Yes Yes Fiber Optic 41 Yes No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.35 847.3 0 0 157.44 1004.74 Churned Competitor Competitor offered more data 7089-RKVSZ Male 43 Yes 0 Woody 93287 35.710244 -118.881679 6 8 None Yes 23.18 Yes No One Year No Mailed Check 24.4 203.95 0 0 185.44 389.39 Stayed 7089-XXAYG Male 37 Yes 0 Rocklin 95677 38.7904 -121.236973 10 25 None No Yes Cable 24 No No Yes No Yes No No No One Year Yes Credit Card 38.1 970.4 0 100 0 1070.4 Stayed 7094-MSZAO Male 55 Yes 3 Oakland 94610 37.808731 -122.238708 7 10 None Yes 13.83 No No Month-to-Month Yes Credit Card 20.05 218.5 0 0 138.3 356.8 Stayed 7096-UCLNH Male 30 No 0 Fontana 92335 34.087558 -117.464096 0 1 None Yes 11.1 No No Month-to-Month No Credit Card 20.05 20.05 0 0 11.1 31.15 Joined 7096-ZNBZI Female 21 Yes 0 Studio City 91604 34.139082 -118.39275 1 72 Offer A Yes 22.22 Yes No Two Year No Credit Card 26.45 1914.5 0 0 1599.84 3514.34 Stayed 7100-FQPRV Male 24 Yes 0 Canoga Park 91303 34.19829 -118.602203 5 43 Offer B Yes 48.1 Yes Yes DSL 51 Yes No No Yes No Yes Yes Yes One Year Yes Credit Card 71.9 3173.35 0 0 2068.3 5241.65 Stayed 7101-HRBLJ Female 25 Yes 0 Idyllwild 92549 33.755039 -116.741796 9 72 None Yes 16.05 No Yes Cable 46 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 83.7 6096.9 0 0 1155.6 7252.5 Stayed 7102-JJVTX Female 31 Yes 0 Escondido 92025 33.081478 -117.033814 9 9 Offer E Yes 30.07 No Yes DSL 30 Yes No No No No No No Yes One Year No Credit Card 48.6 422.3 20.45 0 270.63 672.48 Stayed 7103-IPXPJ Male 44 Yes 0 Inglewood 90305 33.958134 -118.330905 7 50 Offer B Yes 26.06 Yes Yes Fiber Optic 18 No No No Yes Yes Yes Yes Yes One Year No Bank Withdrawal 99.4 5059.75 0 0 1303 6362.75 Stayed 7103-ZGVNT Female 59 Yes 3 Portola Valley 94028 37.369709 -122.215844 10 69 Offer A Yes 7.84 Yes Yes Cable 21 Yes Yes No Yes Yes No No Yes One Year No Credit Card -6 4885.85 0 0 540.96 5426.81 Stayed 7105-BENQF Male 31 No 3 Tarzana 91356 34.157137 -118.548511 0 15 None Yes 43.69 No Yes DSL 29 Yes No Yes No No Yes Yes Yes One Year No Credit Card 64.85 950.75 0 0 655.35 1606.1 Stayed 7105-MXJLL Female 76 Yes 0 Valencia 91355 34.43987 -118.644609 2 26 None Yes 17.12 No Yes Cable 17 No No Yes No No Yes No Yes One Year No Credit Card 60.7 1597.4 0 0 445.12 2042.52 Stayed 7107-UBYKY Female 62 Yes 1 Sutter 95982 39.172777 -121.805845 5 35 Offer C Yes 24.76 Yes No Month-to-Month Yes Bank Withdrawal 25.75 882.55 0 0 866.6 1749.15 Stayed 7108-DGVUU Female 73 Yes 0 Lookout 96054 41.280478 -121.160249 4 21 None Yes 30.3 Yes Yes DSL 18 No Yes Yes No No Yes No No One Year No Bank Withdrawal 71.7 1497.05 0 100 636.3 2233.35 Stayed 7109-CQYUZ Male 34 No 0 Beverly Hills 90210 34.099891 -118.414338 0 52 None Yes 6.8 Yes Yes DSL 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 89.25 4652.4 0 0 353.6 5006 Stayed 7109-MFBYV Male 28 No 0 San Bernardino 92407 34.250069 -117.393949 0 26 Offer C Yes 29.07 No Yes Cable 42 No No No No No No No Yes Month-to-Month No Bank Withdrawal 45.45 1233.15 0 0 755.82 1988.97 Stayed 7110-BDTWG Female 59 Yes 0 San Jose 95148 37.339533 -121.777179 4 71 None No Yes Cable 6 No No Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 47.05 3263.6 0 0 0 3263.6 Stayed 7112-OPOTK Male 37 No 0 Fort Bidwell 96112 41.932207 -120.135941 0 33 None Yes 28.84 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month No Bank Withdrawal 68.25 2171.15 0 0 951.72 3122.87 Churned Attitude Attitude of support person 7113-HIPFI Male 59 Yes 2 Long Beach 90806 33.802664 -118.179971 10 66 Offer A Yes 26.91 No Yes Cable 30 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 65.85 4097.05 0 0 1776.06 5873.11 Stayed 7114-AEOZE Female 53 No 0 Big Bar 96010 40.775272 -123.287414 0 60 Offer B Yes 31.12 No No Two Year No Bank Withdrawal 19.85 1128.1 0 0 1867.2 2995.3 Stayed 7115-IRDHS Female 64 Yes 0 Sonora 95370 37.982716 -120.343732 3 72 None Yes 24.42 Yes No Two Year No Bank Withdrawal 24.65 1830.05 0 0 1758.24 3588.29 Stayed 7120-RFMVS Male 31 No 0 Isleton 95641 38.154823 -121.601358 0 1 None Yes 6.89 Yes Yes Fiber Optic 12 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 84.5 84.5 0 0 6.89 91.39 Churned Price Price too high 7123-WQUHX Male 34 No 0 Santa Monica 90401 34.015481 -118.493231 0 38 Offer C Yes 3.95 Yes Yes Fiber Optic 21 No No Yes Yes Yes No No Yes One Year No Bank Withdrawal 95 3605.6 0 0 150.1 3755.7 Stayed 7124-UGSUR Female 77 Yes 0 Los Angeles 90028 34.099869 -118.326843 1 61 None Yes 35.11 Yes Yes Fiber Optic 17 No Yes Yes No Yes Yes No Yes One Year Yes Credit Card 104.4 6405 0 0 2141.71 8546.71 Churned Competitor Competitor had better devices 7126-RBHSD Female 53 Yes 0 Lathrop 95330 37.80821 -121.308401 1 17 Offer D Yes 21.15 Yes Yes Fiber Optic 4 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 78.9 1348.95 0 0 359.55 1708.5 Stayed 7128-GGCNO Male 38 No 0 Laguna Hills 92653 33.606899 -117.717854 0 46 Offer B Yes 41.1 Yes Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month No Bank Withdrawal 72.8 3249.4 0 0 1890.6 5140 Stayed 7129-ACFOG Female 56 No 0 Mountain Ranch 95246 38.264262 -120.515133 0 5 None Yes 49.4 Yes Yes Cable 22 Yes No No No No No No No Month-to-Month Yes Bank Withdrawal 53.8 283.95 0 10 247 540.95 Stayed 7129-AZJDE Male 59 Yes 1 Huntington Beach 92647 33.723579 -118.005441 1 34 Offer C Yes 3.54 No Yes Fiber Optic 12 No No No No No Yes Yes Yes One Year Yes Bank Withdrawal 78.95 2647.2 0 0 120.36 2767.56 Stayed 7129-CAKJW Female 62 No 0 Fresno 93721 36.732694 -119.783786 0 17 Offer D Yes 44.96 Yes Yes Fiber Optic 29 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 80.05 1345.65 0 0 764.32 2109.97 Stayed 7130-CTCUS Male 79 Yes 0 Springville 93265 36.245926 -118.693138 5 16 None Yes 35.53 No Yes DSL 23 Yes Yes No No No No No Yes Two Year Yes Bank Withdrawal 54.55 825.1 0 0 568.48 1393.58 Stayed 7130-VTEWQ Female 74 No 0 San Rafael 94903 38.018065 -122.546024 0 8 None Yes 13.8 Yes Yes Fiber Optic 6 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.75 606.25 0 0 110.4 716.65 Churned Competitor Competitor offered more data 7130-YXBRO Male 28 Yes 0 Cool 95614 38.880622 -120.973865 9 48 Offer B Yes 22.36 Yes Yes Fiber Optic 59 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 111.45 5315.1 0 0 1073.28 6388.38 Stayed 7131-ZQZNK Female 46 Yes 0 Clovis 93612 36.814539 -119.711868 1 60 Offer B No Yes DSL 19 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 59.85 3590.2 0 0 0 3590.2 Stayed 7133-VBDCG Female 54 No 0 San Diego 92129 32.961064 -117.134917 0 25 Offer C Yes 26.81 No Yes Fiber Optic 12 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.85 2015.35 0 0 670.25 2685.6 Churned Competitor Competitor made better offer 7134-HBPBS Female 65 No 0 Adelanto 92301 34.667815 -117.536183 0 72 Offer A Yes 26.87 Yes Yes Fiber Optic 20 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 108.1 7774.05 0 0 1934.64 9708.69 Stayed 7134-MJPDY Female 69 No 0 Moorpark 93021 34.312945 -118.858169 0 66 Offer A Yes 11.63 Yes Yes Fiber Optic 5 No No Yes Yes Yes Yes No No One Year Yes Credit Card 102.85 6976.75 0 60 767.58 7804.33 Stayed 7136-IHZJA Female 30 Yes 2 Santa Fe Springs 90670 33.933565 -118.062611 4 40 None Yes 29.14 No Yes DSL 48 Yes Yes No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 71.35 2847.2 0 0 1165.6 4012.8 Stayed 7136-RVDTZ Male 79 No 0 Portola Valley 94028 37.369709 -122.215844 0 70 None No Yes DSL 20 No No No No Yes Yes No Yes One Year Yes Bank Withdrawal 45.25 3264.45 0 0 0 3264.45 Churned Attitude Attitude of service provider 7137-NAXML Male 63 No 0 Moss Beach 94038 37.515556 -122.502311 0 23 Offer D Yes 26.37 No No One Year No Bank Withdrawal -9 405.6 0 0 606.51 1012.11 Stayed 7137-RYLPP Male 75 Yes 0 Paskenta 96074 39.884395 -122.587513 1 37 Offer C Yes 46.61 Yes Yes Fiber Optic 26 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.7 3171.15 0 0 1724.57 4895.72 Churned Competitor Competitor offered higher download speeds 7138-GIRSH Male 63 No 0 Camarillo 93012 34.205504 -118.993111 0 50 None Yes 27.04 Yes Yes DSL 2 No No Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 69.5 3418.2 5.73 0 1352 4764.47 Stayed 7139-JZFVG Male 37 Yes 2 Huntington Beach 92646 33.666301 -117.969501 7 60 None Yes 43.24 No Yes DSL 28 Yes Yes Yes No No No No Yes Two Year No Bank Withdrawal 60.5 3694.45 0 0 2594.4 6288.85 Stayed 7140-ADSMJ Male 23 No 0 Los Banos 93635 36.995162 -120.955099 0 8 Offer E Yes 35.21 No No Month-to-Month Yes Credit Card 20.45 162.3 0 0 281.68 443.98 Stayed 7142-HVGBG Male 73 Yes 0 Mount Laguna 91948 32.830852 -116.444601 1 43 Offer B Yes 17.43 Yes Yes Fiber Optic 26 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 103 4414.3 0 0 749.49 5163.79 Churned Competitor Competitor had better devices 7143-BQIBA Male 32 No 0 Petaluma 94954 38.235021 -122.557332 0 10 Offer D Yes 7.65 No Yes DSL 17 Yes No No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 62.25 612.95 0 0 76.5 689.45 Stayed 7145-FEJWU Female 62 No 2 San Francisco 94134 37.721052 -122.413573 0 12 None Yes 16.96 Yes Yes Fiber Optic 18 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.3 1275.65 0 0 203.52 1479.17 Stayed 7147-AYBAA Male 62 No 0 Berkeley 94702 37.866009 -122.286228 0 37 None Yes 28.84 No Yes Fiber Optic 25 No No No No No No No Yes Month-to-Month Yes Credit Card 70.35 2552.9 0 0 1067.08 3619.98 Stayed 7148-XZPHA Male 43 Yes 3 Rancho Cordova 95670 38.602723 -121.279913 9 55 None Yes 13.45 No Yes Fiber Optic 53 No Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 79.4 4238.45 0 0 739.75 4978.2 Stayed 7153-CHRBV Female 54 Yes 1 San Andreas 95249 38.196497 -120.61689 6 57 Offer B Yes 18.85 No Yes Cable 24 Yes No Yes Yes No No No Yes One Year Yes Credit Card 59.3 3274.35 0 0 1074.45 4348.8 Stayed 7153-OANIO Male 48 No 0 Mendocino 95460 39.305545 -123.743697 0 1 Offer E Yes 27.58 No Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.95 69.95 0 0 27.58 97.53 Churned Other Moved 7156-MHUGY Male 68 No 0 Buena Park 90621 33.874224 -117.993368 0 13 None Yes 26.11 No Yes Fiber Optic 4 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 90.5 1201.15 29.84 140 339.43 1650.74 Churned Competitor Competitor had better devices 7156-MXBJE Female 29 No 0 San Diego 92127 33.017518 -117.118456 0 43 None Yes 2.49 Yes Yes DSL 53 No Yes Yes Yes Yes Yes Yes No One Year No Credit Card 85.1 3662.25 0 30 107.07 3799.32 Stayed 7157-SMCFK Male 32 No 2 Valencia 91355 34.43987 -118.644609 0 61 Offer B Yes 15.02 No No Two Year No Mailed Check 19.75 1124.2 0 0 916.22 2040.42 Stayed 7159-FVYPK Female 23 Yes 3 Beaumont 92223 33.946982 -116.977672 3 3 None Yes 24.28 Yes Yes DSL 73 No Yes Yes No Yes No No No Month-to-Month Yes Bank Withdrawal 69.15 235 0 0 72.84 307.84 Joined 7159-NOKYQ Male 42 Yes 0 Montebello 90640 34.015217 -118.109962 5 67 Offer A Yes 17.4 Yes Yes Fiber Optic 11 No Yes Yes No No Yes Yes No Two Year Yes Bank Withdrawal 93.15 6368.2 0 90 1165.8 7624 Stayed 7161-DFHUF Female 55 Yes 0 Shasta 96087 40.617614 -122.512861 4 71 None Yes 21.19 Yes No Two Year No Credit Card 23.85 1672.1 0 0 1504.49 3176.59 Stayed 7162-WPHPM Male 44 Yes 3 Elk 95432 39.108252 -123.645121 1 58 None Yes 40.57 Yes Yes DSL 25 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 71.6 4230.25 45.54 0 2353.06 6537.77 Stayed 7163-OCEQI Male 64 Yes 2 Walnut Creek 94596 37.900662 -122.052782 6 22 None Yes 36.15 Yes Yes DSL 11 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card -4 1663.75 0 0 795.3 2459.05 Stayed 7164-BPTUT Male 55 No 2 Banning 92220 33.936298 -116.849577 0 57 Offer B Yes 9.36 Yes Yes Cable 20 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Mailed Check 89.55 5012.35 30.45 0 533.52 5515.42 Stayed 7167-PCEYD Male 31 No 0 Temecula 92592 33.507255 -117.029473 0 67 None Yes 4.72 No No Two Year Yes Credit Card 19.8 1311.3 0 0 316.24 1627.54 Stayed 7168-HDQHG Female 56 Yes 2 Brownsville 95919 39.440687 -121.263583 3 36 Offer C Yes 20.57 No No Month-to-Month No Bank Withdrawal 19.2 702.9 0 0 740.52 1443.42 Stayed 7169-YWAMK Male 52 Yes 1 Sunol 94586 37.587494 -121.862856 7 72 None Yes 15.96 No Yes DSL 26 Yes Yes No Yes Yes No No Yes Two Year No Bank Withdrawal 68.4 4855.35 0 0 1149.12 6004.47 Stayed 7173-TETGO Female 66 Yes 0 Lytle Creek 92358 34.238162 -117.534306 4 72 Offer A Yes 32.37 Yes Yes Fiber Optic 22 Yes No No No No No No Yes Two Year No Bank Withdrawal 78.5 5602.25 0 0 2330.64 7932.89 Stayed 7175-NTIXE Female 26 No 0 Redwood City 94061 37.461251 -122.235414 0 25 None Yes 21.67 No Yes DSL 48 Yes No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 76.15 1992.95 0 0 541.75 2534.7 Stayed 7176-WIONM Female 24 Yes 0 Bishop 93514 37.04584 -118.397236 10 12 Offer D No Yes Cable 82 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 49.85 617.15 0 0 0 617.15 Stayed 7176-WRTNX Male 51 No 0 Ventura 93004 34.278697 -119.167798 0 70 Offer A Yes 14.63 Yes Yes Fiber Optic 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 114.95 7711.25 0 0 1024.1 8735.35 Stayed 7180-PISOG Male 41 Yes 0 Piru 93040 34.432843 -118.730106 0 1 None Yes 36.44 Yes Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.5 74.5 0 0 36.44 110.94 Churned Attitude Attitude of service provider 7181-BQYBV Female 52 Yes 0 Garden Grove 92845 33.782955 -118.026456 1 1 None Yes 25.88 Yes Yes Fiber Optic 9 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 102.45 102.45 0 0 25.88 128.33 Churned Attitude Attitude of service provider 7181-OQCUT Male 60 No 0 Fresno 93706 36.654614 -119.903674 0 21 Offer D Yes 15.89 Yes Yes Fiber Optic 3 Yes No Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 103.85 2215 0 0 333.69 2548.69 Stayed 7182-OVLBJ Female 32 Yes 3 Kenwood 95452 38.419525 -122.521585 4 62 None Yes 28.64 Yes Yes Fiber Optic 52 Yes No No No Yes Yes Yes No Two Year Yes Bank Withdrawal 101.15 6638.35 0 30 1775.68 8444.03 Stayed 7184-LRUUR Female 22 No 0 Los Banos 93635 36.995162 -120.955099 0 22 None Yes 1.74 No Yes DSL 85 No Yes Yes No Yes No No Yes One Year No Bank Withdrawal 65.25 1441.8 0 0 38.28 1480.08 Stayed 7188-CBBBA Female 59 No 0 Rowland Heights 91748 33.976753 -117.897367 0 65 None Yes 27.68 Yes Yes Fiber Optic 6 No Yes Yes No Yes No No No One Year Yes Bank Withdrawal 95.5 6153.85 0 80 1799.2 8033.05 Stayed 7190-XHTWJ Female 48 No 0 Newbury Park 91320 34.172071 -118.946262 0 38 None Yes 32.63 No No One Year No Mailed Check 19.3 755.5 0 0 1239.94 1995.44 Stayed 7191-ADRGF Male 63 Yes 0 Torrance 90504 33.867257 -118.330794 1 44 None No Yes Cable 18 No Yes Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 54.3 2390.45 0 0 0 2390.45 Stayed 7196-LIWRH Female 61 No 0 Oroville 95965 39.624561 -121.552866 0 6 Offer E Yes 7.35 No No Two Year No Credit Card 19.55 124.45 0 0 44.1 168.55 Stayed 7197-VOJMM Male 59 Yes 0 Calpine 96124 39.672813 -120.456699 0 67 None Yes 47.46 No Yes DSL 20 Yes Yes No Yes No Yes Yes Yes Two Year Yes Credit Card 69.2 4671.65 0 0 3179.82 7851.47 Stayed 7198-GLXTC Male 33 No 0 La Palma 90623 33.850504 -118.039892 0 2 None Yes 48.66 No Yes Fiber Optic 21 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 79 143.65 0 0 97.32 240.97 Churned Attitude Attitude of support person 7203-OYKCT Male 45 No 0 Palo Verde 92266 33.3249 -114.758334 0 72 None Yes 33.93 Yes Yes Fiber Optic 18 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.95 7544.3 25.42 0 2442.96 9961.84 Stayed 7205-BAIAD Female 42 No 0 Fillmore 93015 34.408161 -118.865111 0 40 None Yes 22.89 No No Two Year Yes Bank Withdrawal 20.6 827.3 0 0 915.6 1742.9 Stayed 7206-GZCDC Female 75 No 0 Loleta 95551 40.665952 -124.240051 0 1 Offer E Yes 29.68 No Yes Cable 18 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.25 69.25 0 0 29.68 98.93 Churned Attitude Attitude of support person 7206-PQBBZ Male 76 Yes 0 Fontana 92336 34.136367 -117.460803 7 11 Offer D Yes 24.42 No Yes Fiber Optic 29 No No No No No No No Yes Two Year Yes Bank Withdrawal 70.2 834.7 0 0 268.62 1103.32 Stayed 7207-RMRDB Female 20 Yes 0 Santa Barbara 93110 34.437945 -119.77191 7 65 None Yes 34.14 Yes Yes Fiber Optic 26 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.5 6985.65 0 0 2219.1 9204.75 Churned Competitor Competitor had better devices 7208-PSIHR Female 50 Yes 0 Klamath 95548 41.572813 -124.035011 9 70 None Yes 5.46 Yes Yes Fiber Optic 30 No No Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 104.3 7188.5 0 30 382.2 7600.7 Stayed 7209-JCUDS Male 25 No 0 Stockton 95212 38.049457 -121.21653 0 10 Offer D Yes 40.22 No Yes Fiber Optic 41 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.9 1048.85 0 0 402.2 1451.05 Churned Competitor Competitor had better devices 7216-EWTRS Female 78 Yes 0 Newport Beach 92663 33.62251 -117.927024 4 1 None Yes 17.35 Yes Yes Fiber Optic 23 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 100.8 100.8 0 0 17.35 118.15 Churned Attitude Attitude of service provider 7216-KAOID Male 27 Yes 1 Santa Rosa 95401 38.460517 -122.790335 8 41 Offer B Yes 39.53 No No One Year No Bank Withdrawal 19.5 798.2 0 0 1620.73 2418.93 Stayed 7217-JYHOQ Male 30 Yes 2 Burbank 91505 34.174215 -118.345928 6 24 None Yes 44.57 No Yes Cable 26 Yes Yes No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 70.3 1706.45 0 0 1069.68 2776.13 Stayed 7218-HKQFK Male 49 Yes 0 Homeland 92548 33.761894 -117.120868 4 2 None Yes 18.79 No Yes Fiber Optic 19 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.2 167.5 0 0 37.58 205.08 Churned Other Don't know 7219-TLZHO Female 27 Yes 1 Montebello 90640 34.015217 -118.109962 1 4 None Yes 39.89 No No Month-to-Month No Credit Card 20.85 62.9 0 0 159.56 222.46 Stayed 7225-CBZPL Male 79 Yes 0 Earlimart 93219 35.858054 -119.305858 7 17 None Yes 46.44 Yes Yes Fiber Optic 13 No No No No Yes Yes No Yes Two Year Yes Bank Withdrawal 94.8 1563.9 0 0 789.48 2353.38 Stayed 7225-IILWY Male 36 Yes 1 Turlock 95380 37.474396 -120.875917 10 68 None Yes 26.83 Yes No Two Year No Mailed Check 25.75 1686.15 0 0 1824.44 3510.59 Stayed 7228-OMTPN Male 32 No 0 Santa Barbara 93110 34.437945 -119.77191 0 4 None Yes 49.14 No Yes Fiber Optic 15 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 88.45 370.65 0 0 196.56 567.21 Churned Other Don't know 7228-PAQPD Female 19 No 0 Escondido 92027 33.141265 -116.967221 0 14 Offer D Yes 34.01 No Yes Cable 69 No No No Yes No Yes Yes Yes One Year No Credit Card 59.1 772.85 0 0 476.14 1248.99 Stayed 7233-DRTRF Male 47 Yes 0 Fresno 93701 36.749403 -119.787574 1 63 None Yes 17.75 Yes Yes Fiber Optic 15 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 102.4 6444.05 0 0 1118.25 7562.3 Stayed 7233-IOQNP Female 34 Yes 0 Gazelle 96034 41.411315 -122.697236 9 43 Offer B No Yes Cable 21 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 34 1505.35 49.22 0 0 1456.13 Stayed 7233-PAHHL Male 57 Yes 0 South Gate 90280 33.944624 -118.192615 0 66 Offer A Yes 6.22 Yes Yes DSL 26 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 84 5714.25 0 0 410.52 6124.77 Stayed 7234-FECYN Female 78 No 0 San Gabriel 91776 34.089927 -118.095645 0 8 None Yes 43.98 Yes Yes Fiber Optic 27 No No Yes No Yes Yes No Yes Month-to-Month No Bank Withdrawal 101.35 780.5 0 0 351.84 1132.34 Churned Attitude Attitude of support person 7234-KMNRQ Male 21 No 0 Pacific Palisades 90272 34.079449 -118.548306 0 4 None Yes 8.38 No No Month-to-Month No Credit Card 19 73.45 0 0 33.52 106.97 Stayed 7235-NXZCP Male 79 No 0 Hornbrook 96044 41.962127 -122.527696 0 2 Offer E Yes 45.41 Yes Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month Yes Mailed Check 74.85 156.4 0 0 90.82 247.22 Churned Competitor Competitor made better offer 7239-HZZCX Male 21 No 0 Lancaster 93535 34.712708 -117.889656 0 1 None Yes 29.33 No No Month-to-Month No Credit Card 19.75 19.75 0 0 29.33 49.08 Churned Competitor Competitor made better offer 7240-ETPTR Female 51 Yes 0 Pope Valley 94567 38.672708 -122.403219 1 9 None No Yes DSL 10 No No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 48.75 442.2 0 10 0 452.2 Churned Price Lack of affordable download/upload speed 7240-FQLHE Female 68 Yes 0 San Diego 92114 32.707892 -117.05512 1 18 None Yes 25.27 Yes Yes Fiber Optic 15 No No No Yes Yes Yes No Yes Month-to-Month No Bank Withdrawal 99.75 1836.25 0 0 454.86 2291.11 Churned Attitude Attitude of support person 7241-AJHFS Male 53 No 0 Escondido 92027 33.141265 -116.967221 0 32 None Yes 6.2 Yes Yes Fiber Optic 25 Yes No No Yes No No No No Month-to-Month No Bank Withdrawal 87.65 2766.4 47.87 150 198.4 3066.93 Stayed 7242-EDTYC Male 48 No 2 Pine Valley 91962 32.800671 -116.483363 0 44 Offer B Yes 14.37 No No Two Year No Bank Withdrawal 19.55 819.95 0 0 632.28 1452.23 Stayed 7242-QZLXF Male 20 No 3 San Diego 92121 32.898613 -117.202937 0 1 None No Yes Cable 51 No No No No No No No No Month-to-Month Yes Bank Withdrawal 25.3 25.3 0 10 0 35.3 Churned Competitor Competitor made better offer 7243-LCGGZ Female 28 No 0 Alhambra 91801 34.090925 -118.128164 0 1 None Yes 10.21 No No Month-to-Month No Mailed Check 20.9 20.9 0 0 10.21 31.11 Joined 7244-KXYZN Female 25 No 0 Modesto 95357 37.670526 -120.877572 0 24 None Yes 5.98 No No One Year No Credit Card 20.45 527.35 0 0 143.52 670.87 Stayed 7244-QWYHG Male 20 Yes 0 San Diego 92154 32.578103 -117.012975 3 50 Offer B No Yes DSL 73 Yes No No Yes Yes No No Yes One Year Yes Bank Withdrawal 44.45 2188.45 0 0 0 2188.45 Stayed 7245-JMTTQ Female 19 No 0 Baldwin Park 91706 34.098275 -117.967399 0 51 Offer B Yes 43.79 Yes Yes Fiber Optic 82 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 111.5 5703.25 0 0 2233.29 7936.54 Stayed 7245-NIIWQ Female 53 No 0 Fellows 93224 35.215731 -119.57013 0 3 Offer E Yes 34.76 No Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.85 199.85 0 0 104.28 304.13 Joined 7246-ZGQDF Female 63 No 3 Victorville 92394 34.567058 -117.362329 0 1 None Yes 33.21 No Yes DSL 75 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 54.5 54.5 0 0 33.21 87.71 Joined 7247-XOZPB Male 52 Yes 0 Miramonte 93641 36.696759 -119.024051 1 53 Offer B Yes 47.55 Yes Yes DSL 13 Yes No Yes Yes Yes No No Yes One Year No Bank Withdrawal 77.4 4155.95 0 0 2520.15 6676.1 Stayed 7248-VZQLC Female 78 No 0 Concord 94521 37.971421 -121.971504 0 47 None Yes 16.83 Yes Yes Fiber Optic 12 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 85.2 3969.35 0 0 791.01 4760.36 Churned Price Price too high 7249-WBIYX Male 63 Yes 0 Elmira 95625 38.349195 -121.902943 1 10 None Yes 30.1 Yes Yes Cable 29 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 85.6 813.85 0 0 301 1114.85 Churned Competitor Competitor offered more data 7250-EQKIY Female 47 Yes 2 Escondido 92027 33.141265 -116.967221 1 1 Offer E Yes 9.73 No Yes DSL 29 No No Yes No No No No Yes Month-to-Month No Mailed Check 50.45 50.45 0 0 9.73 60.18 Churned Competitor Competitor made better offer 7251-LJBQN Female 74 No 0 Strathmore 93267 36.141319 -119.129075 0 40 None Yes 28.54 Yes Yes Fiber Optic 24 No No Yes Yes Yes Yes No Yes One Year Yes Credit Card 103.75 4188.4 0 0 1141.6 5330 Stayed 7251-XFOIL Female 60 No 0 Coulterville 95311 37.722127 -120.110174 0 61 Offer B Yes 14.52 Yes Yes Fiber Optic 27 No No Yes No No Yes Yes Yes Month-to-Month No Credit Card 89.2 5500.6 0 0 885.72 6386.32 Stayed 7252-NTGSS Female 43 No 0 Redondo Beach 90277 33.830453 -118.384565 0 1 None Yes 42.34 No Yes DSL 10 No No No No No No No Yes Month-to-Month No Credit Card 45.15 45.15 0 0 42.34 87.49 Joined 7253-UVNDW Female 52 No 0 Santa Barbara 93108 34.457541 -119.631072 0 46 None Yes 45.2 No Yes DSL 17 No No Yes Yes No No No Yes Two Year No Credit Card 54.35 2460.15 0 0 2079.2 4539.35 Churned Dissatisfaction Network reliability 7254-IQWOZ Male 30 No 0 Redding 96001 40.587919 -122.464732 0 1 Offer E Yes 28.7 No Yes Fiber Optic 69 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.65 69.65 0 0 28.7 98.35 Churned Dissatisfaction Network reliability 7255-SSFBC Male 42 Yes 3 Northridge 91324 34.238208 -118.55029 2 72 Offer A Yes 11.66 Yes Yes Fiber Optic 28 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 112.25 8041.65 0 0 839.52 8881.17 Stayed 7266-GSSJX Male 43 Yes 2 West Sacramento 95605 38.592745 -121.540036 3 11 None Yes 16.67 No No Month-to-Month Yes Bank Withdrawal 20.45 250.8 0 0 183.37 434.17 Stayed 7267-FRMJW Female 25 Yes 3 Sierra Madre 91024 34.168686 -118.057505 1 25 Offer C Yes 4.57 No No Two Year No Credit Card 20.1 486.05 0 0 114.25 600.3 Stayed 7268-IGMFD Male 75 No 0 Avila Beach 93424 35.186644 -120.728305 0 18 Offer D Yes 1.92 Yes Yes Fiber Optic 25 No No Yes Yes Yes No No Yes Two Year No Bank Withdrawal 93.9 1743.9 0 0 34.56 1778.46 Stayed 7268-WNTCP Male 45 Yes 2 Blocksburg 95514 40.309088 -123.668201 2 62 None Yes 1.87 No No Two Year No Bank Withdrawal 20.45 1297.35 0 0 115.94 1413.29 Stayed 7269-JISCY Female 48 No 0 Los Alamitos 90720 33.79499 -118.065591 0 55 None Yes 33.6 No Yes DSL 5 No No No No No No No Yes One Year No Bank Withdrawal 45.05 2462.6 0 0 1848 4310.6 Stayed 7270-BDIOA Female 60 No 0 Maxwell 95955 39.281194 -122.226568 0 22 None Yes 12.19 Yes Yes Fiber Optic 23 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal -2 1993.8 0 0 268.18 2261.98 Churned Dissatisfaction Limited range of services 7271-AJDTL Female 64 Yes 0 Sacramento 95816 38.574856 -121.46504 1 55 None Yes 34.61 Yes Yes Fiber Optic 16 No Yes Yes No Yes No No Yes Month-to-Month Yes Credit Card 94.45 5073.1 0 0 1903.55 6976.65 Stayed 7272-QDCKA Male 31 No 0 Oroville 95965 39.624561 -121.552866 0 28 Offer C Yes 12.36 Yes Yes Fiber Optic 13 No Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 100.2 2688.45 42.64 0 346.08 2991.89 Stayed 7273-TEFQD Male 67 No 0 La Puente 91746 34.038983 -117.991372 0 3 Offer E No Yes DSL 28 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 41.15 132.2 0 0 0 132.2 Churned Price Long distance charges 7274-CGTOD Male 21 No 0 San Geronimo 94963 38.00474 -122.663717 0 62 None No Yes DSL 51 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal 43.7 2618.3 0 0 0 2618.3 Stayed 7274-RTAPZ Male 20 No 0 Long Beach 90804 33.783047 -118.1486 0 1 Offer E Yes 7.15 No Yes Fiber Optic 48 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.55 90.55 0 0 7.15 97.7 Churned Dissatisfaction Product dissatisfaction 7277-KAMWT Male 23 No 0 San Leandro 94578 37.704384 -122.126703 0 13 Offer D Yes 1.61 No No Two Year No Credit Card 20 268.45 0 0 20.93 289.38 Stayed 7277-OZCGZ Female 40 No 0 Spring Valley 91978 32.730264 -116.950963 0 22 None Yes 6 No Yes Fiber Optic 8 Yes No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.05 1886.25 0 0 132 2018.25 Stayed 7278-CKDNC Male 76 No 0 Fresno 93701 36.749403 -119.787574 0 24 None Yes 46.13 Yes Yes Fiber Optic 23 No Yes No No No No No Yes Two Year Yes Bank Withdrawal 80.5 2088.45 0 0 1107.12 3195.57 Stayed 7279-BUYWN Female 66 No 0 Buena Park 90620 33.845706 -118.012204 0 41 None Yes 27.95 Yes Yes Fiber Optic 23 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 113.2 4689.5 0 0 1145.95 5835.45 Churned Attitude Attitude of support person 7279-NMVJC Female 38 No 0 Compton 90220 33.88151 -118.234451 0 17 None Yes 25.62 No No One Year No Bank Withdrawal 19.9 323.15 0 0 435.54 758.69 Stayed 7284-BUYEC Female 46 No 0 Tulelake 96134 41.813521 -121.492666 0 5 Offer E No Yes Cable 26 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 50.95 229.4 0 0 0 229.4 Stayed 7284-ZZLOH Male 37 Yes 0 Alta 95701 39.218096 -120.79153 10 45 None Yes 43.27 No Yes DSL 4 Yes No Yes No No No No No Two Year No Credit Card 53.3 2296.25 0 90 1947.15 4333.4 Stayed 7285-KLOTR Female 46 Yes 0 Pacifica 94044 37.573633 -122.455167 3 12 None Yes 25.09 Yes Yes Cable 17 Yes No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 78.85 876.75 0 0 301.08 1177.83 Stayed 7291-CDTMJ Male 40 No 0 Laguna Beach 92651 33.570023 -117.773669 0 1 Offer E Yes 13.85 No No Month-to-Month Yes Bank Withdrawal 19.65 19.65 0 0 13.85 33.5 Joined 7293-LSCDV Female 32 Yes 3 Santa Ana 92704 33.719869 -117.907063 2 60 None Yes 23.68 No No Two Year Yes Credit Card 19.25 1103.25 0 0 1420.8 2524.05 Stayed 7294-TMAOP Female 30 No 0 Castro Valley 94546 37.708327 -122.083473 0 1 Offer E Yes 15.44 No Yes Fiber Optic 51 No No No No Yes Yes Yes No Month-to-Month No Bank Withdrawal 90.55 90.55 0 60 15.44 165.99 Churned Competitor Competitor made better offer 7295-JOMMD Female 34 No 0 San Jose 95135 37.28682 -121.723877 0 4 Offer E Yes 5.63 No Yes Fiber Optic 18 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.1 396.3 0 0 22.52 418.82 Churned Competitor Competitor made better offer 7296-PIXQY Female 60 Yes 2 Bodega 94922 38.343282 -122.9755 0 14 Offer D Yes 23 No Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.2 1046.5 0 0 322 1368.5 Stayed 7297-DVYGA Female 61 No 0 West Covina 91790 34.066964 -117.937007 0 51 Offer B Yes 29.87 No No One Year Yes Bank Withdrawal 19.85 996.95 0 0 1523.37 2520.32 Stayed 7298-IZWLY Female 43 No 0 Gardena 90249 33.90139 -118.315697 0 1 None Yes 23.97 No No Month-to-Month Yes Credit Card 19.4 19.4 0 0 23.97 43.37 Joined 7299-GNVPL Female 19 Yes 2 El Portal 95318 37.654551 -119.822984 5 23 None Yes 27.24 No Yes Fiber Optic 82 Yes Yes No Yes No No No Yes Month-to-Month No Mailed Check -4 1936.85 0 0 626.52 2563.37 Stayed 7301-ABVAD Female 37 No 0 Valley Village 91607 34.165783 -118.399795 0 72 None Yes 8.29 Yes Yes Cable 13 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 86.6 6350.5 0 0 596.88 6947.38 Stayed 7302-ZHMHP Female 35 No 0 Coronado 92118 32.68674 -117.186612 0 1 None Yes 22.37 No No Month-to-Month No Credit Card 19.15 19.15 0 0 22.37 41.52 Joined 7305-ZWMAJ Male 45 Yes 0 Oakdale 95361 37.785033 -120.776141 2 30 None Yes 22.89 No No One Year No Credit Card 20.7 587.1 0 0 686.7 1273.8 Stayed 7306-YDSOI Male 32 Yes 1 Ocotillo 92259 32.698964 -115.886656 4 69 Offer A Yes 49.4 No Yes DSL 12 Yes Yes Yes No No No No Yes Two Year Yes Bank Withdrawal 59.75 4069.9 0 0 3408.6 7478.5 Stayed 7310-EGVHZ Male 35 No 0 Los Angeles 90036 34.070291 -118.349191 0 1 Offer E Yes 24.48 No No Month-to-Month No Bank Withdrawal 20.2 20.2 0 0 24.48 44.68 Joined 7311-MQJCH Female 54 No 0 Temecula 92592 33.507255 -117.029473 0 5 None Yes 37.97 No No One Year No Bank Withdrawal 19.55 99.6 0 0 189.85 289.45 Stayed 7312-XSBAT Male 47 No 0 Bakersfield 93305 35.391733 -118.984109 0 1 Offer E Yes 41.79 No Yes DSL 14 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 49.75 49.75 0 0 41.79 91.54 Joined 7314-OXENN Male 42 No 0 Temecula 92592 33.507255 -117.029473 0 2 None Yes 41.18 Yes Yes Fiber Optic 14 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 82 184.65 0 0 82.36 267.01 Churned Competitor Competitor made better offer 7315-WYOAW Male 29 No 0 Santa Monica 90405 34.005439 -118.477507 0 13 Offer D Yes 44.43 Yes Yes Fiber Optic 41 No No No Yes Yes Yes Yes No Month-to-Month No Bank Withdrawal 100.75 1313.25 0 120 577.59 2010.84 Stayed 7317-GGVPB Male 57 Yes 0 Lotus 95651 38.815515 -120.916997 1 71 Offer A Yes 5.76 Yes Yes Fiber Optic 11 No Yes Yes Yes Yes Yes Yes No Two Year Yes Credit Card 108.6 7690.9 0 20 408.96 8119.86 Churned Dissatisfaction Product dissatisfaction 7318-EIVKO Male 38 No 0 Shandon 93461 35.634488 -120.293534 0 8 Offer E Yes 48.2 Yes Yes DSL 22 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 59.25 436.6 0 0 385.6 822.2 Stayed 7319-VENRZ Male 19 No 0 Rancho Santa Margarita 92688 33.624654 -117.611733 0 7 Offer E Yes 31.84 No Yes Cable 58 No No Yes Yes Yes No No Yes Month-to-Month No Bank Withdrawal 64.3 445.95 0 0 222.88 668.83 Stayed 7319-ZNRTR Male 43 Yes 2 Rio Linda 95673 38.688764 -121.457596 1 25 None Yes 15.76 No No One Year No Bank Withdrawal 19.6 411.15 0 0 394 805.15 Stayed 7321-KKSDU Male 38 No 2 San Marino 91108 34.122671 -118.112911 0 32 None Yes 16.94 No No Two Year No Credit Card 20.5 696.8 0 0 542.08 1238.88 Stayed 7321-PKUYW Female 46 No 0 Branscomb 95417 39.710591 -123.682799 0 11 Offer D Yes 22.36 Yes Yes Cable 3 No No No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 90.15 987.95 0 0 245.96 1233.91 Churned Competitor Competitor had better devices 7321-VGNKU Female 45 Yes 0 Paskenta 96074 39.884395 -122.587513 1 2 Offer E Yes 7.7 No Yes Fiber Optic 22 No No No No No No No No Month-to-Month Yes Bank Withdrawal 70.35 120.25 0 20 15.4 155.65 Joined 7321-ZNSLA Male 58 Yes 3 Cottonwood 96022 40.336392 -122.448533 0 13 None No Yes DSL 57 Yes Yes No Yes No No No Yes Two Year No Credit Card 40.55 590.35 0 0 0 590.35 Stayed 7322-OCWHC Male 73 Yes 0 Placentia 92870 33.881158 -117.854783 10 72 Offer A Yes 1.34 Yes Yes Fiber Optic 30 Yes Yes Yes Yes No No No Yes Two Year Yes Bank Withdrawal 93.05 6735.05 0 0 96.48 6831.53 Stayed 7325-ENZFI Female 37 No 0 Santa Cruz 95064 37.007882 -122.065975 0 39 None No Yes DSL 19 Yes Yes No Yes No No No Yes One Year Yes Bank Withdrawal 40.3 1630.4 0 0 0 1630.4 Stayed 7326-RIGQZ Male 48 Yes 3 Culver City 90230 33.993991 -118.39704 9 6 None Yes 38.5 No Yes Fiber Optic 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.8 377.85 0 0 231 608.85 Stayed 7328-OWMOM Female 63 No 0 San Diego 92111 32.805518 -117.169052 0 31 Offer C Yes 33.71 No No One Year No Credit Card 20.1 589.25 0 0 1045.01 1634.26 Stayed 7328-ZJAJO Female 19 Yes 2 Santa Rosa 95409 38.468893 -122.580539 1 59 None Yes 9.51 No No Two Year No Credit Card 19.5 1222.65 0 0 561.09 1783.74 Stayed 7330-WZLNC Female 25 No 0 Red Bluff 96080 40.186772 -122.388361 0 5 Offer E Yes 1.49 Yes Yes Fiber Optic 51 No Yes No No Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 90.8 455.5 0 0 7.45 462.95 Churned Competitor Competitor offered more data 7336-RLLRH Male 42 Yes 0 Oceanside 92054 33.351059 -117.420557 3 27 Offer C Yes 11.83 Yes Yes DSL 14 Yes No No Yes Yes Yes Yes Yes One Year No Credit Card 80.85 2204.35 0 0 319.41 2523.76 Stayed 7337-CINUD Female 48 Yes 3 Mokelumne Hill 95245 38.304194 -120.592431 6 8 None Yes 17.2 No No Two Year No Bank Withdrawal 19.5 159.35 0 0 137.6 296.95 Stayed 7338-ERIVA Male 40 No 0 Etna 96027 41.405193 -123.008567 0 39 Offer C No Yes DSL 13 Yes No No Yes Yes No No Yes One Year No Bank Withdrawal 45.05 1790.6 0 0 0 1790.6 Stayed 7339-POGZN Female 24 No 0 Pasadena 91107 34.159007 -118.087353 0 4 None Yes 16.25 Yes Yes DSL 51 No No No No No No No Yes Month-to-Month No Bank Withdrawal 50.7 214.55 39.92 0 65 239.63 Stayed 7340-KEFQE Female 23 Yes 2 Santa Ana 92703 33.748635 -117.906125 7 51 Offer B No Yes Cable 27 Yes No No Yes No No Yes Yes Two Year No Bank Withdrawal 34.2 1782 9.39 0 0 1772.61 Stayed 7341-LXCAF Male 24 Yes 0 Berkeley 94705 37.858898 -122.240512 8 4 None Yes 48.64 Yes Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.65 301.4 0 0 194.56 495.96 Churned Dissatisfaction Product dissatisfaction 7343-EOBEU Male 19 Yes 0 Laguna Niguel 92677 33.529047 -117.701175 9 3 Offer E Yes 14.1 Yes No Month-to-Month Yes Credit Card 23.6 89.05 0 0 42.3 131.35 Joined 7346-MEDWM Female 48 No 0 Cathedral City 92234 33.829583 -116.474131 0 59 Offer B Yes 31.23 Yes Yes Fiber Optic 16 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 83.25 4949.1 0 0 1842.57 6791.67 Stayed 7349-ALMUX Male 35 No 0 Rancho Cucamonga 91730 34.10097 -117.57882 0 37 None Yes 38.43 No Yes Cable 30 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 65.6 2313.8 0 0 1421.91 3735.71 Stayed 7351-KYHQH Female 67 No 0 Fallbrook 92028 33.362575 -117.299644 0 7 None Yes 7.82 No Yes Cable 7 No Yes Yes No Yes No No Yes Two Year Yes Bank Withdrawal 64.95 493.65 0 0 54.74 548.39 Stayed 7351-MHQVU Female 43 No 0 Volcano 95689 38.481902 -120.603668 0 6 Offer E No Yes Cable 23 Yes Yes No Yes No Yes Yes Yes Month-to-Month No Credit Card 50.95 307.6 0 0 0 307.6 Stayed 7353-YOWFP Female 41 No 0 Brookdale 95007 37.106902 -122.100006 0 7 None Yes 39.59 No No One Year No Credit Card 20.25 129.15 0 0 277.13 406.28 Stayed 7354-OIJLX Male 52 No 0 Inglewood 90305 33.958134 -118.330905 0 9 Offer E Yes 7.32 Yes Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.85 724.65 0 0 65.88 790.53 Stayed 7356-AYNJP Female 33 No 0 Stockton 95219 38.029729 -121.387999 0 4 Offer E Yes 6.36 Yes No One Year No Bank Withdrawal 23.9 97.5 0 0 25.44 122.94 Stayed 7356-IWLFW Male 43 Yes 1 Weott 95571 40.310119 -123.909449 1 46 Offer B Yes 5.52 Yes Yes Fiber Optic 16 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80 3769.7 0 0 253.92 4023.62 Stayed 7359-PTSXY Male 36 No 0 Tustin 92780 33.735802 -117.818805 0 1 None Yes 24.24 No Yes DSL 28 No No No No No No No Yes Month-to-Month No Bank Withdrawal 45.75 45.75 0 0 24.24 69.99 Churned Attitude Attitude of support person 7359-SSBJK Female 80 No 0 Whittier 90605 33.960891 -118.032222 0 64 Offer B Yes 29.12 No Yes DSL 24 Yes Yes No Yes Yes No No Yes Two Year Yes Credit Card 70.2 4481 0 0 1863.68 6344.68 Churned Price Lack of affordable download/upload speed 7359-WWYJV Male 53 Yes 0 Los Angeles 90044 33.952714 -118.292061 5 72 None Yes 6.29 Yes Yes Fiber Optic 8 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 114.45 8375.05 0 0 452.88 8827.93 Stayed 7361-YPXFS Female 67 No 0 Brawley 92227 33.03933 -115.191857 0 28 None Yes 12.72 Yes Yes Cable 23 No Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 64.45 1867.6 0 0 356.16 2223.76 Stayed 7363-QTBIW Female 24 Yes 0 Scotts Valley 95066 37.070177 -122.010077 3 9 None Yes 6.78 No Yes Fiber Optic 59 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.75 769.1 0 0 61.02 830.12 Stayed 7365-BVCJH Male 40 No 0 Trinity Center 96091 41.081847 -122.700545 0 1 Offer E No Yes DSL 6 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.4 24.4 0 0 0 24.4 Joined 7369-TRPFD Male 62 No 0 Chatsworth 91311 34.294142 -118.603883 0 19 Offer D Yes 17.17 No No One Year No Credit Card 18.8 279.2 0 0 326.23 605.43 Stayed 7375-WMVMT Male 75 Yes 0 Wildomar 92595 33.617108 -117.253349 2 71 None Yes 1.23 No Yes Fiber Optic 9 No Yes Yes Yes No Yes No Yes Two Year Yes Credit Card 95.5 6707.15 0 0 87.33 6794.48 Stayed 7377-DMMRI Male 35 No 0 Exeter 93221 36.301689 -119.018233 0 2 Offer E Yes 13.73 No Yes DSL 11 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 47.8 92.45 0 0 27.46 119.91 Churned Attitude Attitude of support person 7379-FNIUJ Male 49 No 0 Olympic Valley 96146 39.191797 -120.212401 0 2 Offer E Yes 22.56 No Yes Fiber Optic 15 Yes Yes No No Yes Yes Yes No Month-to-Month No Bank Withdrawal 100.2 198.5 0 10 45.12 253.62 Joined 7379-POKDZ Male 31 Yes 0 Lancaster 93536 34.741406 -118.38111 1 3 None Yes 26.71 No Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.3 208.85 0 0 80.13 288.98 Churned Competitor Competitor had better devices 7382-DFJTU Male 63 No 0 Lakeshore 93634 37.290606 -119.216328 0 18 Offer D Yes 47.72 No Yes DSL 28 No No Yes Yes No No No Yes Month-to-Month No Credit Card -2 1058.1 0 0 858.96 1917.06 Stayed 7384-GHBPI Male 61 Yes 0 San Dimas 91773 34.102119 -117.815532 1 3 Offer E No Yes Cable 13 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 35.15 99.75 0 0 0 99.75 Churned Attitude Attitude of support person 7389-KBFIT Female 31 Yes 2 Big Pine 93513 37.245505 -118.062943 6 2 Offer E No Yes DSL 20 No Yes No No No No No Yes Month-to-Month Yes Mailed Check 30.25 63.75 0 0 0 63.75 Joined 7392-YYPYJ Male 26 No 0 Santa Ana 92706 33.765893 -117.881533 0 22 Offer D Yes 28.42 Yes Yes Fiber Optic 73 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.65 2415.95 5.01 0 625.24 3036.18 Stayed 7394-FKDNK Female 62 Yes 0 San Diego 92126 32.886925 -117.152162 3 9 Offer E Yes 26.51 No Yes Fiber Optic 18 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 89.45 853.1 0 0 238.59 1091.69 Churned Competitor Competitor made better offer 7394-LWLYN Female 57 No 0 Oakland 94610 37.808731 -122.238708 0 2 None Yes 33.75 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.15 123.8 0 0 67.5 191.3 Joined 7395-IGJOS Male 70 Yes 0 Quincy 95971 39.971228 -121.041166 1 17 None Yes 9.5 No Yes Fiber Optic 16 No No No No No Yes No Yes Month-to-Month No Bank Withdrawal 81.5 1329.2 0 0 161.5 1490.7 Churned Competitor Competitor made better offer 7395-XWZOY Male 45 No 0 Suisun City 94585 38.197907 -122.017258 0 20 None No Yes DSL 20 Yes Yes Yes Yes Yes No No Yes Month-to-Month Yes Credit Card 55 1165.55 0 0 0 1165.55 Stayed 7396-VJUZB Male 33 Yes 2 Willow Creek 95573 40.949012 -123.655847 8 4 Offer E Yes 35.09 No Yes DSL 30 No No No No No No No Yes Month-to-Month No Credit Card 45.25 155.35 0 0 140.36 295.71 Stayed 7398-HPYZQ Male 30 Yes 0 Beaumont 92223 33.946982 -116.977672 2 71 Offer A Yes 28.58 Yes Yes Cable 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 90.55 6404 0 0 2029.18 8433.18 Stayed 7398-LXGYX Male 53 Yes 0 Pioneertown 92268 34.201108 -116.593456 2 44 Offer B Yes 21.39 Yes Yes Fiber Optic 10 Yes No Yes No No No No Yes Month-to-Month Yes Credit Card 84.8 3626.35 43.96 0 941.16 4523.55 Stayed 7398-SKNQZ Female 51 Yes 0 Downey 90241 33.940884 -118.128628 5 3 None Yes 2.97 Yes Yes Fiber Optic 7 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 94.9 273.2 0 0 8.91 282.11 Joined 7399-QHBJS Female 56 Yes 3 Escondido 92027 33.141265 -116.967221 8 72 None Yes 22.62 Yes Yes Cable 27 Yes Yes No Yes No No No Yes Two Year No Credit Card 66.75 4760.3 0 0 1628.64 6388.94 Stayed 7401-JIXNM Female 27 Yes 0 Arvin 93203 35.116307 -118.817644 5 54 None Yes 29.66 Yes Yes Cable 76 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 91.3 4965 0 0 1601.64 6566.64 Stayed 7401-RUBNK Female 25 Yes 0 South Dos Palos 93665 36.959731 -120.653519 1 18 Offer D Yes 43.29 No Yes Fiber Optic 41 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 74.8 1438.05 0 0 779.22 2217.27 Stayed 7402-EYFXX Male 65 No 0 Salyer 95563 40.89866 -123.539754 0 26 Offer C Yes 25.04 Yes Yes Fiber Optic 9 No No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 93.6 2404.1 0 0 651.04 3055.14 Stayed 7402-PWYJJ Female 21 Yes 0 Sacramento 95841 38.660442 -121.346321 2 53 Offer B Yes 42.18 Yes Yes Fiber Optic 53 No No No Yes No Yes Yes No One Year Yes Bank Withdrawal 91.15 4862.5 0 150 2235.54 7248.04 Stayed 7404-JLKQG Female 21 No 0 Glennville 93226 35.735694 -118.738483 0 3 None Yes 48.3 No Yes Cable 42 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 57.55 161.45 0 0 144.9 306.35 Joined 7407-SUJIZ Male 33 No 0 Los Angeles 90061 33.92128 -118.274186 0 25 Offer C Yes 13.36 No No Month-to-Month No Credit Card 20.6 541.5 0 0 334 875.5 Stayed 7408-OFWXJ Female 23 Yes 0 Fresno 93728 36.757345 -119.818274 3 72 None Yes 44.92 Yes Yes DSL 69 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 89.8 6510.45 0 0 3234.24 9744.69 Stayed 7409-JURKQ Female 29 Yes 0 Temple City 91780 34.101608 -118.055848 3 53 None Yes 41.82 Yes Yes Fiber Optic 69 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 111.8 5809.75 0 0 2216.46 8026.21 Stayed 7409-KIUTL Female 80 No 0 Escondido 92027 33.141265 -116.967221 0 1 None Yes 28.64 No Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 71 71 0 0 28.64 99.64 Churned Competitor Competitor made better offer 7410-KTVFV Male 53 Yes 0 Grimes 95950 39.033058 -121.895718 1 18 None Yes 19.05 No Yes DSL 26 No No Yes No No No No Yes Month-to-Month Yes Mailed Check 49.55 878.35 0 0 342.9 1221.25 Churned Competitor Competitor had better devices 7410-OIEDU Male 29 No 0 Culver City 90230 33.993991 -118.39704 0 10 None Yes 48.38 No Yes Fiber Optic 42 Yes No Yes No No No No Yes Month-to-Month Yes Credit Card 79.85 887.35 0 0 483.8 1371.15 Stayed 7410-YTJIK Female 35 No 0 Eureka 95501 40.796621 -124.15428 0 7 None Yes 18.1 Yes Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month No Credit Card 75.45 480.75 0 0 126.7 607.45 Churned Competitor Competitor had better devices 7416-CKTEP Female 54 Yes 0 Lakewood 90715 33.841027 -118.078097 10 57 Offer B Yes 23.28 No No Two Year Yes Bank Withdrawal 19.6 1134.25 0 0 1326.96 2461.21 Stayed 7421-ZLUPA Female 57 No 0 Hanford 93230 36.29223 -119.622676 0 8 None No Yes DSL 2 No Yes No No No No No Yes Month-to-Month Yes Credit Card 29.25 226.95 0 0 0 226.95 Stayed 7422-WNBTY Male 35 Yes 0 Green Valley Lake 92341 34.244411 -117.072654 5 33 None Yes 31.76 Yes Yes Fiber Optic 7 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.35 3092 0 0 1048.08 4140.08 Stayed 7426-GSWPO Male 78 No 0 Portola 96122 39.786755 -120.445626 0 64 Offer B Yes 19.2 Yes Yes Fiber Optic 18 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.5 6548.65 0 0 1228.8 7777.45 Stayed 7426-RHZGU Male 41 No 0 Oakland 94603 37.739113 -122.175602 0 9 None Yes 30.8 No Yes Fiber Optic 3 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.9 827.45 0 0 277.2 1104.65 Stayed 7426-WEIJX Male 71 Yes 1 Olympic Valley 96146 39.191797 -120.212401 10 60 None Yes 18.23 Yes Yes Fiber Optic 11 Yes No No No No No No Yes Two Year Yes Bank Withdrawal 80.95 4859.1 49.53 0 1093.8 5903.37 Stayed 7427-AUFPY Male 27 No 0 Hamilton City 95951 39.732767 -122.042298 0 54 None Yes 25.72 No No Two Year No Credit Card 19.65 1008.7 0 0 1388.88 2397.58 Stayed 7432-FFVAR Female 23 Yes 3 Victorville 92392 34.486835 -117.362274 2 46 Offer B Yes 6.26 No Yes Fiber Optic 48 No No Yes Yes No Yes Yes No One Year No Bank Withdrawal 90.95 4236.6 0 50 287.96 4574.56 Stayed 7434-SHXLS Female 21 No 0 Wallace 95254 38.192608 -120.957842 0 1 Offer E Yes 15.73 No No Month-to-Month No Mailed Check 20.9 20.9 0 0 15.73 36.63 Churned Competitor Competitor made better offer 7435-ZNUYY Male 24 No 0 Loleta 95551 40.665952 -124.240051 0 6 Offer E Yes 12.17 No No One Year No Credit Card 20.6 116.6 0 0 73.02 189.62 Stayed 7439-DKZTW Male 49 No 0 Paicines 95043 36.525703 -120.952122 0 1 None Yes 5.93 No Yes Fiber Optic 19 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 80.55 80.55 0 60 5.93 146.48 Joined 7442-YGZFK Male 31 No 0 Campo 91906 32.673483 -116.472863 0 1 None Yes 3.97 Yes Yes DSL 11 No No No No No No No Yes Month-to-Month Yes Credit Card 49.8 49.8 0 0 3.97 53.77 Joined 7445-WMRBW Female 49 No 0 Hathaway Pines 95233 38.184914 -120.364085 0 48 Offer B Yes 21.39 Yes Yes DSL 3 No Yes Yes Yes Yes No No No One Year Yes Bank Withdrawal 73.85 3581.4 0 60 1026.72 4668.12 Stayed 7446-KQISO Male 62 Yes 3 Visalia 93292 36.37559 -119.211689 2 45 None Yes 7.48 Yes Yes Fiber Optic 27 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.75 4900.65 0 0 336.6 5237.25 Stayed 7446-SFAOA Female 54 Yes 0 Santa Rosa 95407 38.394091 -122.739814 8 37 None Yes 15.51 No No One Year Yes Bank Withdrawal 19.85 717.5 0 0 573.87 1291.37 Stayed 7446-YPODE Male 75 No 0 Bridgeport 93517 38.184583 -119.286558 0 11 None Yes 48.33 Yes Yes DSL 17 Yes Yes No No No No No No Two Year No Bank Withdrawal 60.25 662.95 0 120 531.63 1314.58 Stayed 7449-HVPIV Male 38 Yes 3 Chula Vista 91913 32.64164 -116.985026 10 55 Offer B Yes 22.56 Yes Yes Fiber Optic 56 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 90.4 5099.15 0 0 1240.8 6339.95 Stayed 7450-NWRTR Male 76 No 0 San Diego 92126 32.886925 -117.152162 0 12 None Yes 21.89 Yes Yes Fiber Optic 26 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 99.45 1200.15 0 0 262.68 1462.83 Churned Competitor Competitor made better offer 7452-FOLON Male 45 No 2 Terra Bella 93270 35.939068 -119.043666 0 39 None Yes 46.57 Yes No One Year No Bank Withdrawal 25.45 958.45 0 0 1816.23 2774.68 Stayed 7459-IMVYU Male 51 No 0 Chino Hills 91709 33.942895 -117.725644 0 38 None Yes 28 Yes Yes DSL 22 Yes Yes Yes Yes No No No No Month-to-Month No Bank Withdrawal 69.95 2657.55 0 90 1064 3811.55 Stayed 7459-RRWQZ Female 51 No 0 San Diego 92130 32.957195 -117.202542 0 15 Offer D Yes 47.57 Yes Yes DSL 26 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 64.65 994.55 0 0 713.55 1708.1 Churned Competitor Competitor made better offer 7460-ITWWP Female 67 Yes 0 Oakland 94621 37.750553 -122.197175 5 45 None Yes 40.85 No Yes Fiber Optic 24 No No Yes No No Yes No Yes One Year Yes Bank Withdrawal 86.1 3861.45 12.19 0 1838.25 5687.51 Stayed 7463-IFMQU Female 44 Yes 0 Laton 93242 36.444232 -119.718285 1 72 None Yes 47.24 No No Two Year No Bank Withdrawal 20.05 1423.65 0 0 3401.28 4824.93 Stayed 7465-ZZRVX Male 63 No 0 Ceres 95307 37.553469 -120.952825 0 1 None Yes 14.42 No Yes Fiber Optic 27 No No No No No No No No Month-to-Month Yes Bank Withdrawal 70.35 70.35 0 10 14.42 94.77 Joined 7469-LKBCI Male 21 No 0 Los Angeles 90013 34.044639 -118.240413 0 16 Offer D Yes 32.62 No No Two Year No Credit Card 18.95 326.8 0 0 521.92 848.72 Stayed 7470-DYNOE Male 37 No 0 Walnut 91789 34.018354 -117.85492 0 53 Offer B Yes 4.82 No Yes DSL 24 No No Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 61.1 3357.9 0 0 255.46 3613.36 Stayed 7470-MCQTK Female 42 Yes 0 Alpaugh 93201 35.869626 -119.498771 1 13 None No Yes DSL 8 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 48.75 633.4 0 0 0 633.4 Churned Attitude Attitude of support person 7471-MQPOS Male 74 Yes 3 Long Beach 90808 33.823943 -118.111335 1 71 None Yes 46.11 Yes Yes DSL 20 No Yes Yes Yes No Yes No No One Year Yes Bank Withdrawal 72.9 5139.65 0 20 3273.81 8433.46 Stayed 7471-WNSUF Male 23 Yes 0 San Francisco 94121 37.776718 -122.495781 1 60 Offer B Yes 16.42 Yes No One Year No Bank Withdrawal 24.15 1505.9 0 0 985.2 2491.1 Stayed 7472-EQOAV Male 76 Yes 2 Laguna Niguel 92677 33.529047 -117.701175 5 71 Offer A Yes 30.16 No Yes Fiber Optic 19 Yes Yes Yes No No No No Yes One Year Yes Bank Withdrawal 86.7 6179.35 0 0 2141.36 8320.71 Stayed 7473-ZBDSN Female 38 Yes 3 Walnut Creek 94595 37.862128 -122.075197 2 14 Offer D Yes 44.55 No No Two Year No Mailed Check 18.8 255.55 0 0 623.7 879.25 Stayed 7479-NITWS Male 35 No 0 Green Valley Lake 92341 34.244411 -117.072654 0 7 None Yes 36.84 Yes Yes Fiber Optic 17 No No Yes No Yes No No No Month-to-Month Yes Credit Card 89.35 631.85 0 60 257.88 949.73 Churned Price Price too high 7480-QNVZJ Male 65 No 0 Los Angeles 90005 34.059281 -118.30742 0 50 None Yes 18.92 Yes Yes Fiber Optic 11 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.7 4816.7 0 0 946 5762.7 Churned Dissatisfaction Network reliability 7480-SPLEF Male 63 Yes 2 Dunlap 93621 36.789213 -119.140338 5 69 None Yes 11.6 Yes No Two Year Yes Bank Withdrawal 26 1796.55 0 0 800.4 2596.95 Stayed 7481-ATQQS Female 76 No 0 Boulder Creek 95006 37.171727 -122.142961 0 49 Offer B Yes 44.88 Yes Yes Fiber Optic 15 No No Yes No No Yes No Yes Month-to-Month Yes Credit Card 90.85 4515.85 0 0 2199.12 6714.97 Churned Attitude Attitude of support person 7483-IQWIB Male 33 Yes 1 Morongo Valley 92256 34.097863 -116.594561 1 37 Offer C Yes 38.89 Yes Yes Fiber Optic 29 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 92.95 3415.25 0 0 1438.93 4854.18 Stayed 7486-KSRVI Male 56 No 0 Folsom 95630 38.672638 -121.147403 0 43 Offer B Yes 39.37 Yes Yes Fiber Optic 23 No No No Yes Yes Yes Yes No One Year Yes Bank Withdrawal 100 4211.55 0 140 1692.91 6044.46 Churned Dissatisfaction Product dissatisfaction 7488-MXJIV Female 63 No 0 Armona 93202 36.315979 -119.710852 0 4 Offer E Yes 43.32 Yes Yes Fiber Optic 20 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 85.65 321.65 0 10 173.28 504.93 Churned Competitor Competitor had better devices 7492-TAFJD Male 26 Yes 0 Long Beach 90803 33.760458 -118.129725 5 7 None No Yes Cable 58 Yes Yes Yes No No No No Yes Two Year No Credit Card 38.55 280 0 0 0 280 Stayed 7493-GVFIO Male 56 No 0 Stockton 95202 37.959706 -121.287669 0 57 Offer B Yes 12.99 No No Two Year No Credit Card 20.55 1252.85 0 0 740.43 1993.28 Stayed 7493-TPUWZ Male 64 No 0 Diamond Springs 95619 38.683605 -120.811852 0 1 None Yes 24.48 Yes Yes Fiber Optic 24 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.15 79.15 0 0 24.48 103.63 Churned Competitor Competitor had better devices 7495-OOKFY Female 74 Yes 1 Los Angeles 90063 34.044271 -118.185237 1 8 Offer E Yes 48.85 Yes Yes Fiber Optic 17 No Yes No No No No No Yes Month-to-Month Yes Credit Card 80.65 633.3 0 0 390.8 1024.1 Churned Competitor Competitor made better offer 7501-IWUNG Female 57 Yes 0 Springville 93265 36.245926 -118.693138 9 61 Offer B Yes 1.27 No Yes DSL 24 No No Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 73.8 4616.05 49.51 30 77.47 4674.01 Stayed 7501-VTYLJ Female 21 No 1 Sacramento 95864 38.585826 -121.376263 0 2 None Yes 18.61 No Yes DSL 27 No Yes No No No No No Yes Month-to-Month No Credit Card 51.55 106.2 0 0 37.22 143.42 Joined 7502-BNYGS Female 29 Yes 0 Wasco 93280 35.652242 -119.4464 7 46 Offer B Yes 31.88 No Yes DSL 53 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 69.1 3168 0 0 1466.48 4634.48 Stayed 7503-EPSZW Female 45 Yes 3 River Pines 95675 38.545775 -120.743325 5 64 Offer B Yes 17.93 Yes No Two Year Yes Mailed Check 24.05 1559.15 0 0 1147.52 2706.67 Stayed 7503-MIOGA Female 68 Yes 0 Shandon 93461 35.634488 -120.293534 0 72 Offer A Yes 48.51 Yes Yes Cable 17 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 89.85 6697.35 0 0 3492.72 10190.07 Stayed 7503-QQRVF Male 74 Yes 0 San Jose 95127 37.375156 -121.795867 1 16 Offer D Yes 26.12 No Yes Fiber Optic 8 No Yes No No No No No Yes Month-to-Month Yes Credit Card 74.3 1178.25 0 0 417.92 1596.17 Churned Competitor Competitor had better devices 7503-ZGUZJ Male 25 No 0 Riverside 92505 33.920907 -117.489426 0 1 None Yes 22.3 Yes Yes Fiber Optic 51 No No No No Yes No No No Month-to-Month Yes Mailed Check 84.65 84.65 0 40 22.3 146.95 Churned Dissatisfaction Lack of self-service on Website 7504-UWHNB Male 42 No 0 Vallejo 94591 38.105733 -122.186338 0 25 Offer C Yes 40.11 No Yes Fiber Optic 18 No No No No No No No No Month-to-Month No Bank Withdrawal 69.75 1729.35 0 100 1002.75 2832.1 Stayed 7508-DQAKK Female 21 No 0 Shingle Springs 95682 38.598936 -120.963092 0 64 None Yes 8.52 Yes Yes DSL 73 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 86.4 5442.05 0 0 545.28 5987.33 Stayed 7508-KBIMB Male 33 Yes 3 Jamestown 95327 37.84771 -120.486589 7 24 None Yes 2.31 No Yes Cable 53 Yes No Yes No No No No Yes One Year Yes Credit Card 56.25 1454.25 0 0 55.44 1509.69 Stayed 7508-MYBOG Male 20 Yes 0 Patterson 95363 37.410236 -121.320337 1 14 Offer D Yes 7.26 Yes Yes Fiber Optic 42 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 86.1 1235.55 0 0 101.64 1337.19 Churned Competitor Competitor had better devices 7508-SMHXL Female 72 No 0 San Francisco 94109 37.794487 -122.42227 0 15 None Yes 1.67 Yes Yes Fiber Optic 21 No Yes No No Yes No No Yes One Year No Credit Card 89 1288.3 45.69 0 25.05 1267.66 Stayed 7511-YMXVQ Male 54 No 0 Lynwood 90262 33.923573 -118.200669 0 9 None No Yes Cable 20 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 45.4 418.8 0 20 0 438.8 Churned Competitor Competitor had better devices 7515-LODFU Male 67 No 0 Burney 96013 40.946785 -121.719489 0 69 None Yes 20.62 No No Two Year No Credit Card -7 1356.3 0 0 1422.78 2779.08 Stayed 7516-GMHUV Male 77 Yes 0 Lakeshore 93634 37.290606 -119.216328 1 50 None Yes 40.9 Yes Yes Fiber Optic 8 Yes No Yes No Yes Yes Yes Yes Two Year Yes Credit Card 105.05 5163.3 0 0 2045 7208.3 Stayed 7517-LDMPS Female 31 No 0 Modesto 95356 37.716186 -121.025836 0 12 None Yes 2.57 No Yes Fiber Optic 25 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.6 1017.35 0 0 30.84 1048.19 Stayed 7517-SAWMO Female 31 Yes 0 Granada Hills 91344 34.291273 -118.505104 1 19 Offer D Yes 25.75 No Yes Fiber Optic 22 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.2 1441.1 0 0 489.25 1930.35 Churned Attitude Attitude of support person 7519-JTWQH Female 30 No 0 Calipatria 92233 33.143826 -115.497485 0 69 Offer A Yes 23.92 Yes Yes Fiber Optic 42 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.5 7455.45 0 0 1650.48 9105.93 Stayed 7520-HQWJU Female 22 Yes 1 Santa Ysabel 92070 33.174725 -116.743329 6 66 None Yes 23.2 Yes Yes DSL 59 Yes Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 67.45 4508.65 41.67 0 1531.2 5998.18 Stayed 7521-AFHAB Female 45 Yes 2 Auberry 93602 36.991762 -119.242874 10 5 Offer E Yes 35.6 No Yes Cable 19 No No No No No No No Yes Month-to-Month No Credit Card 44.8 220.45 0 0 178 398.45 Stayed 7521-YXVZY Male 38 No 3 Placerville 95667 38.733714 -120.795213 0 3 Offer E Yes 5.15 No No Month-to-Month No Mailed Check 19.95 58.3 0 0 15.45 73.75 Joined 7524-VRLPL Male 71 No 0 Manchester 95459 38.966713 -123.586412 0 69 Offer A Yes 13.36 Yes Yes Cable 10 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 74.1 5031 0 0 921.84 5952.84 Stayed 7526-BEZQB Male 39 No 0 Lawndale 90260 33.88856 -118.351813 0 12 Offer D Yes 44.71 Yes Yes Cable 25 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.05 1148.1 0 0 536.52 1684.62 Churned Attitude Attitude of support person 7526-IVLYU Male 46 No 0 San Francisco 94108 37.791998 -122.408653 0 3 None Yes 35.59 No No Month-to-Month Yes Credit Card 19.65 68.35 0 0 106.77 175.12 Joined 7527-QNRUS Male 33 Yes 3 Escondido 92027 33.141265 -116.967221 8 17 Offer D Yes 45.24 Yes No Two Year Yes Credit Card 25.15 412.6 0 0 769.08 1181.68 Stayed 7529-ZDFXI Male 79 Yes 0 La Verne 91750 34.144703 -117.770299 1 57 None Yes 36.66 Yes Yes Fiber Optic 9 No Yes No No No Yes No Yes One Year Yes Bank Withdrawal 89.85 4925.35 0 0 2089.62 7014.97 Stayed 7530-HDYDS Female 26 No 0 Lakewood 90712 33.840524 -118.148403 0 38 None Yes 17.66 No Yes Fiber Optic 41 No Yes Yes Yes No No Yes Yes Month-to-Month Yes Credit Card 84.25 3264.5 0 0 671.08 3935.58 Churned Attitude Attitude of support person 7531-GQHME Male 34 No 0 San Jacinto 92582 33.806708 -117.02007 0 12 Offer D Yes 38.96 No No Month-to-Month No Credit Card 20.05 265.45 0 0 467.52 732.97 Stayed 7534-BFESC Male 69 No 0 San Diego 92122 32.85723 -117.209774 0 24 Offer C Yes 30.87 Yes Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.1 1712.7 0 0 740.88 2453.58 Churned Competitor Competitor made better offer 7537-CBQUZ Male 68 No 0 Castroville 95012 36.784481 -121.759054 0 63 None Yes 26.11 Yes Yes Fiber Optic 20 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 109.4 7031.45 0 0 1644.93 8676.38 Stayed 7537-RBWEA Female 19 No 0 Petrolia 95558 40.274302 -124.210902 0 1 None No Yes Cable 52 No No No No No No No Yes Month-to-Month Yes Credit Card 25.15 25.15 0 0 0 25.15 Joined 7538-GWHML Female 52 No 0 Lemon Cove 93244 36.462671 -118.997291 0 2 Offer E Yes 7.64 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.65 145.15 0 0 15.28 160.43 Churned Competitor Competitor made better offer 7541-YLXCL Male 25 No 0 Pomona 91767 34.083086 -117.737997 0 36 None Yes 26.51 No Yes Cable 85 No Yes No Yes No Yes Yes Yes One Year Yes Credit Card 65.4 2498.4 0 0 954.36 3452.76 Churned Other Don't know 7542-CYDDM Male 61 No 0 Turlock 95382 37.529656 -120.854357 0 18 None Yes 22.97 No No Month-to-Month No Credit Card 20.05 358.5 0 0 413.46 771.96 Stayed 7544-ZVIKX Male 33 Yes 2 Roseville 95678 38.759751 -121.288545 2 58 None Yes 33.82 Yes Yes Fiber Optic 10 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.05 6004.85 0 0 1961.56 7966.41 Stayed 7547-EKNFS Male 37 Yes 0 Caspar 95420 39.361283 -123.784599 1 42 Offer B Yes 18.26 Yes Yes Fiber Optic 29 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 95.25 3959.35 27.3 0 766.92 4698.97 Churned Attitude Attitude of service provider 7548-SEPYI Female 62 No 0 Temecula 92592 33.507255 -117.029473 0 5 Offer E Yes 32.12 No Yes Fiber Optic 10 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.25 512.45 0 0 160.6 673.05 Churned Competitor Competitor made better offer 7549-MYGPK Female 48 Yes 0 Mountain View 94040 37.380662 -122.086022 3 63 Offer B Yes 8.98 Yes Yes Fiber Optic 16 Yes Yes Yes No Yes No No No Month-to-Month Yes Bank Withdrawal 100.55 6215.35 0 0 565.74 6781.09 Churned Price Price too high 7550-WIQVA Male 34 Yes 1 Rocklin 95677 38.7904 -121.236973 3 50 None Yes 41.58 Yes Yes Fiber Optic 19 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 108.25 5431.4 0 0 2079 7510.4 Stayed 7551-DACSP Male 49 Yes 1 Hat Creek 96040 40.789799 -121.474529 1 6 Offer E Yes 1.86 No Yes DSL 19 No Yes Yes No No No No Yes Month-to-Month Yes Mailed Check 55.3 324.25 0 0 11.16 335.41 Churned Competitor Competitor made better offer 7551-JOHTI Female 54 No 0 Malibu 90265 34.074572 -118.831181 0 1 None Yes 32.45 No No Month-to-Month No Credit Card -10 19.5 0 0 32.45 51.95 Churned Attitude Attitude of support person 7552-KEYGT Male 53 Yes 0 Platina 96076 40.367964 -122.937379 1 27 Offer C Yes 44.19 No No Two Year No Bank Withdrawal -9 520.55 0 0 1193.13 1713.68 Stayed 7554-AKDQF Female 27 Yes 0 Sierra Madre 91024 34.168686 -118.057505 9 6 Offer E Yes 5.69 No Yes DSL 27 No No No No No No No Yes Month-to-Month No Credit Card 45.65 323.45 0 0 34.14 357.59 Stayed 7554-NEWDD Male 44 No 0 Long Beach 90815 33.797638 -118.11662 0 10 None Yes 32.1 Yes No Two Year No Bank Withdrawal 25.7 251.6 0 0 321 572.6 Stayed 7558-IMLMT Male 48 Yes 2 Stanton 90680 33.801869 -117.995068 6 67 None Yes 8.82 No No Two Year Yes Credit Card 20.8 1411.9 0 0 590.94 2002.84 Stayed 7560-QJAVJ Female 60 No 0 Biggs 95917 39.457388 -121.818201 0 70 None Yes 47.72 No Yes DSL 28 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 79.6 5589.45 42.34 0 3340.4 8887.51 Stayed 7560-QRBXH Female 32 No 0 Woodland 95695 38.71967 -121.862416 0 48 None Yes 9.19 No No One Year No Mailed Check 19.95 936.7 0 0 441.12 1377.82 Stayed 7562-GSUHK Female 40 No 0 Jamestown 95327 37.84771 -120.486589 0 16 None Yes 40.76 No Yes Fiber Optic 7 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 93.2 1573.7 35.7 0 652.16 2190.16 Churned Competitor Competitor made better offer 7562-UXTPG Female 40 No 0 Canoga Park 91303 34.19829 -118.602203 0 13 None Yes 26.13 No Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Credit Card 70.15 886.7 8.53 0 339.69 1217.86 Stayed 7563-BIUPC Male 30 No 0 San Diego 92122 32.85723 -117.209774 0 5 Offer E Yes 5.78 No Yes Fiber Optic 52 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 80.6 415.55 36.44 40 28.9 448.01 Churned Competitor Competitor made better offer 7564-GHCVB Female 27 Yes 0 San Simeon 93452 35.746484 -121.223355 5 72 Offer A Yes 7.29 Yes Yes Fiber Optic 53 Yes No No No No No No No Two Year No Bank Withdrawal 79.05 5730.7 0 80 524.88 6335.58 Stayed 7566-DSRLQ Female 54 Yes 0 Rancho Cucamonga 91701 34.132275 -117.611478 7 72 Offer A Yes 12.85 Yes Yes Fiber Optic 24 No Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 110.15 7998.8 0 70 925.2 8994 Stayed 7567-ECMCM Male 23 No 0 Danville 94506 37.791481 -121.903253 0 24 None Yes 35.3 No Yes Fiber Optic 41 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 79.85 2001 0 0 847.2 2848.2 Stayed 7568-PODML Male 34 No 0 Watsonville 95076 36.931654 -121.752383 0 1 None No Yes DSL 18 No No No No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 45.3 45.3 0 0 0 45.3 Churned Competitor Competitor had better devices 7569-NMZYQ Female 33 Yes 3 Middletown 95461 38.787446 -122.58675 1 72 None Yes 41.14 Yes Yes Fiber Optic 53 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 118.75 8672.45 0 0 2962.08 11634.53 Stayed 7570-WELNY Female 52 Yes 0 Sherman Oaks 91423 34.146957 -118.432138 1 68 Offer A Yes 7.87 Yes Yes Fiber Optic 4 Yes Yes No No No No No Yes Two Year Yes Bank Withdrawal -1 5711.05 0 0 535.16 6246.21 Stayed 7571-YXDAD Female 37 No 0 Davis 95618 38.544002 -121.685559 0 2 None Yes 38.28 Yes Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month No Credit Card 74.9 147.15 0 0 76.56 223.71 Churned Price Long distance charges 7572-KPVKK Male 44 No 1 Los Altos 94024 37.352911 -122.093002 0 62 Offer B Yes 17.67 Yes Yes Fiber Optic 19 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.05 6590.5 0 0 1095.54 7686.04 Stayed 7576-ASEJU Female 38 Yes 0 Azusa 91702 34.174493 -117.87068 10 41 Offer B Yes 25.16 No Yes DSL 11 Yes No No Yes Yes Yes Yes Yes One Year Yes Credit Card 74.7 3187.65 0 0 1031.56 4219.21 Stayed 7576-JMYWV Female 76 Yes 1 San Martin 95046 37.084697 -121.606417 7 46 Offer B Yes 20.42 Yes Yes Fiber Optic 16 Yes Yes No Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 110.2 4972.1 0 0 939.32 5911.42 Stayed 7576-OYWBN Male 71 No 0 San Mateo 94402 37.556634 -122.317723 0 3 None Yes 30.25 Yes Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.05 231.8 0 0 90.75 322.55 Churned Competitor Competitor had better devices 7577-SWIFR Male 49 No 0 Glendale 91206 34.162515 -118.203869 0 1 None Yes 16.64 No Yes Fiber Optic 2 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.25 89.25 0 0 16.64 105.89 Joined 7579-KKLOE Male 59 Yes 0 Earlimart 93219 35.858054 -119.305858 7 71 Offer A Yes 46.53 Yes Yes DSL 3 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 91.25 6589.6 0 0 3303.63 9893.23 Stayed 7579-OOPEC Female 75 Yes 0 Pala 92059 33.384345 -117.072619 1 2 Offer E Yes 6.86 No Yes DSL 20 No Yes No No No No No Yes Month-to-Month No Credit Card 50.15 115.1 0 0 13.72 128.82 Churned Competitor Competitor had better devices 7580-UGXNC Female 73 No 0 Culver City 90232 34.019323 -118.391902 0 2 None Yes 25.74 No Yes DSL 6 Yes Yes No No No No No Yes Month-to-Month No Credit Card 54.85 104.2 0 0 51.48 155.68 Churned Price Extra data charges 7581-EBBOU Female 49 No 0 Volcano 95689 38.481902 -120.603668 0 60 None Yes 38.88 No Yes DSL 2 No Yes Yes Yes Yes No No Yes One Year Yes Credit Card 70.15 4224.7 0 0 2332.8 6557.5 Stayed 7586-ZATGZ Male 59 No 0 Ravendale 96123 40.845738 -120.322219 0 40 None Yes 17.83 Yes Yes Fiber Optic 27 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.9 3369.05 0 0 713.2 4082.25 Stayed 7587-AOVVU Male 39 Yes 1 Arcata 95521 40.839958 -124.003757 0 27 None Yes 14.07 Yes Yes Fiber Optic 15 Yes Yes No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 100.75 2793.55 0 0 379.89 3173.44 Stayed 7587-RZNME Male 23 No 0 Valencia 91355 34.43987 -118.644609 0 3 Offer E Yes 48.84 No Yes DSL 41 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 43.3 123.65 0 0 146.52 270.17 Churned Price Lack of affordable download/upload speed 7590-VHVEG Female 36 Yes 0 Los Angeles 90001 33.973616 -118.24902 0 1 Offer E No Yes DSL 10 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 29.85 29.85 0 0 0 29.85 Joined 7593-JNWRU Male 61 Yes 1 Fremont 94538 37.505768 -121.962472 5 6 Offer E Yes 49.2 No Yes DSL 21 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.6 260.8 0 0 295.2 556 Churned Price Extra data charges 7593-XFKDI Male 39 No 0 Los Angeles 90031 34.085807 -118.206617 0 1 None Yes 48.22 No Yes DSL 21 No No No No No No No Yes Month-to-Month No Credit Card -4 46.3 0 0 48.22 94.52 Churned Price Extra data charges 7594-LZNWR Male 67 No 0 Sacramento 95826 38.542532 -121.378826 0 34 Offer C Yes 13.56 No Yes Fiber Optic 30 No No No No No No No Yes Two Year No Credit Card 69.15 2275.1 0 0 461.04 2736.14 Stayed 7594-RQHXR Female 20 No 0 Covina 91722 34.097345 -117.906736 0 1 Offer E Yes 21.72 No Yes Fiber Optic 52 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 79.6 79.6 0 0 21.72 101.32 Churned Other Deceased 7595-EHCDL Male 48 Yes 2 Santa Maria 93454 34.943523 -120.256729 10 32 None No Yes DSL 19 No No Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 50.6 1653.45 0 0 0 1653.45 Stayed 7595-EUIVN Female 53 No 0 Clearlake 95422 38.965804 -122.631779 0 1 None Yes 14.48 No Yes Fiber Optic 26 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 75.8 75.8 0 0 14.48 90.28 Churned Competitor Competitor had better devices 7596-IIWYC Female 62 No 0 Fiddletown 95629 38.513484 -120.704613 0 27 None Yes 35.77 No No Two Year Yes Bank Withdrawal 20.25 538.2 0 0 965.79 1503.99 Stayed 7596-LDUXP Female 61 No 0 Rodeo 94572 38.027218 -122.23463 0 12 Offer D Yes 15.97 No Yes Fiber Optic 19 Yes No No No Yes No No Yes One Year Yes Credit Card 85.15 979.05 0 0 191.64 1170.69 Stayed 7596-ZYWBB Female 19 No 0 Bakersfield 93312 35.392599 -119.245341 0 65 Offer B Yes 43.29 No Yes DSL 76 Yes Yes No Yes No No No No Two Year Yes Mailed Check 59.6 3739.8 0 120 2813.85 6673.65 Stayed 7598-UAASY Male 19 Yes 0 Marshall 94940 38.129308 -122.834815 1 2 Offer E Yes 20.5 No Yes Fiber Optic 51 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 76.4 151.8 0 0 41 192.8 Churned Competitor Competitor had better devices 7599-FKVXZ Male 54 Yes 0 South Pasadena 91030 34.110444 -118.156957 1 42 None Yes 2.41 Yes Yes Fiber Optic 21 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.15 4512.7 0 0 101.22 4613.92 Churned Other Don't know 7599-NTMDP Female 32 Yes 2 Lockeford 95237 38.166791 -121.14207 6 62 Offer B No Yes Cable 26 Yes Yes No Yes Yes No No No Two Year No Bank Withdrawal 48.7 3008.55 0 120 0 3128.55 Stayed 7601-DHFWZ Female 54 No 0 Simi Valley 93063 34.296813 -118.685703 0 48 Offer B Yes 30.82 Yes No Two Year No Credit Card 24 1183.05 0 0 1479.36 2662.41 Stayed 7601-GNDYK Male 52 Yes 3 Wildomar 92595 33.617108 -117.253349 1 35 Offer C Yes 20.85 No No Two Year No Credit Card 19.6 686.95 0 0 729.75 1416.7 Stayed 7601-WFVZV Male 35 No 0 Downieville 95936 39.578792 -120.780786 0 1 Offer E Yes 17.94 No No Month-to-Month No Credit Card 19.55 19.55 0 0 17.94 37.49 Joined 7602-DBTOU Female 46 Yes 0 San Francisco 94121 37.776718 -122.495781 2 71 None Yes 37.83 No No Two Year No Credit Card 19.6 1416.5 0 0 2685.93 4102.43 Stayed 7602-MVRMB Female 62 Yes 1 Fish Camp 93623 37.483535 -119.679414 9 72 None Yes 46.63 Yes Yes Fiber Optic 14 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.45 8058.85 0 0 3357.36 11416.21 Stayed 7603-USHJS Male 27 No 1 San Gabriel 91775 34.114772 -118.089431 0 12 Offer D Yes 14.96 Yes Yes Fiber Optic 59 No No No No No No Yes Yes Month-to-Month Yes Credit Card 73.75 871.4 0 0 179.52 1050.92 Churned Attitude Attitude of support person 7605-BDWDC Female 35 No 0 Mira Loma 91752 33.999992 -117.535395 0 31 None No Yes DSL 10 Yes Yes No Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 49.85 1520.1 0 0 0 1520.1 Stayed 7605-SNLQG Female 42 Yes 0 Gardena 90249 33.90139 -118.315697 6 45 Offer B Yes 6.49 No Yes DSL 22 No No Yes No No No No Yes Month-to-Month Yes Credit Card 50.25 2221.55 0 0 292.05 2513.6 Stayed 7606-BPHHN Male 39 No 0 La Quinta 92253 33.695532 -116.310571 0 72 Offer A Yes 30.44 No No Two Year Yes Credit Card 19.8 1468.75 0 0 2191.68 3660.43 Stayed 7607-QKKTJ Male 25 Yes 2 Loma Linda 92354 34.049315 -117.255974 6 45 None Yes 33.45 Yes Yes Fiber Optic 69 No Yes Yes No No Yes Yes No One Year Yes Credit Card 95 4368.85 0 60 1505.25 5934.1 Stayed 7608-RGIRO Male 62 No 1 Marysville 95901 39.19514 -121.503883 0 62 Offer B Yes 17.56 Yes No Two Year Yes Credit Card -10 1413 0 0 1088.72 2501.72 Stayed 7609-NRNCA Female 21 No 0 Mountain Ranch 95246 38.264262 -120.515133 0 17 None Yes 42.42 No No One Year No Credit Card 19.55 280.85 0 0 721.14 1001.99 Stayed 7609-YBPXG Male 60 No 0 Irvine 92602 33.720359 -117.733655 0 54 None Yes 18.54 Yes Yes DSL 26 Yes No Yes Yes Yes Yes Yes No Two Year No Bank Withdrawal 87.1 4735.2 0 80 1001.16 5816.36 Stayed 7610-TVOPG Male 48 No 0 West Point 95255 38.41935 -120.469545 0 15 None Yes 7.96 Yes No Month-to-Month Yes Bank Withdrawal 26.35 378.6 0 0 119.4 498 Stayed 7611-YKYTC Male 50 Yes 2 Burson 95225 38.183918 -120.898817 1 22 Offer D Yes 38.82 No Yes Fiber Optic 19 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 75 1573.95 0 0 854.04 2427.99 Stayed 7613-LLQFO Male 41 No 0 Amador City 95601 38.431407 -120.8421 0 12 None Yes 12.36 Yes Yes Fiber Optic 23 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.45 1059.55 0 0 148.32 1207.87 Churned Dissatisfaction Limited range of services 7614-QVWQL Male 57 Yes 0 Costa Mesa 92627 33.645672 -117.922613 2 49 None No Yes DSL 5 No Yes No No Yes Yes Yes No One Year Yes Bank Withdrawal 51.8 2541.25 0 50 0 2591.25 Churned Other Moved 7615-ESMYF Female 23 Yes 0 San Diego 92117 32.825086 -117.199424 1 2 None No Yes Cable 51 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 44.6 97.1 0 0 0 97.1 Churned Competitor Competitor made better offer 7617-EYGLW Male 62 No 0 Clearlake Oaks 95423 39.07116 -122.598542 0 1 Offer E Yes 46.59 No No Month-to-Month No Bank Withdrawal 19.45 19.45 0 0 46.59 66.04 Joined 7619-ODSGN Male 63 Yes 2 Foothill Ranch 92610 33.698728 -117.67768 1 24 Offer C Yes 17.27 Yes Yes DSL 18 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 54.75 1338.15 0 0 414.48 1752.63 Churned Attitude Attitude of support person 7619-PLRLP Female 41 Yes 0 Cardiff By The Sea 92007 33.015866 -117.272254 3 53 Offer B Yes 37.14 Yes Yes Cable 4 Yes Yes Yes No No Yes Yes Yes One Year No Bank Withdrawal 74.1 3833.95 0 0 1968.42 5802.37 Stayed 7621-VPNET Female 60 Yes 0 Arcadia 91006 34.137319 -118.029837 8 42 None Yes 20.58 Yes Yes Fiber Optic 13 No No Yes Yes No No No Yes Month-to-Month Yes Credit Card 85.9 3729.75 0 0 864.36 4594.11 Stayed 7622-FWGEW Male 71 Yes 0 Costa Mesa 92626 33.678591 -117.905471 8 56 None Yes 31.68 No Yes DSL 30 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 85.65 4824.45 0 0 1774.08 6598.53 Stayed 7622-NXQZR Male 29 No 0 Canoga Park 91304 34.224377 -118.632656 0 28 Offer C No Yes DSL 48 No No No Yes No No No Yes Month-to-Month Yes Credit Card 30.1 810.85 0 0 0 810.85 Stayed 7623-HKYRK Male 46 No 1 Caliente 93518 35.358953 -118.527064 0 6 None Yes 27.78 No No Month-to-Month No Mailed Check 19.7 111.65 0 0 166.68 278.33 Stayed 7623-TRNQN Male 34 No 1 Jackson 95642 38.336216 -120.76901 0 1 None Yes 39.6 No Yes DSL 17 No No No Yes No No No Yes Month-to-Month Yes Mailed Check 49.9 49.9 0 0 39.6 89.5 Churned Price Extra data charges 7625-XCQRH Female 48 No 0 Strathmore 93267 36.141319 -119.129075 0 11 None Yes 15.6 Yes Yes Fiber Optic 4 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.5 837.95 0 0 171.6 1009.55 Churned Dissatisfaction Network reliability 7627-JKIAZ Female 62 Yes 0 San Jose 95116 37.350284 -121.852855 0 37 None Yes 37.49 Yes Yes Fiber Optic 29 No No Yes No No No No Yes Month-to-Month Yes Credit Card 78.95 2839.65 0 0 1387.13 4226.78 Churned Competitor Competitor offered higher download speeds 7629-WFGLW Female 80 Yes 0 Palo Alto 94301 37.444314 -122.149996 10 56 Offer B Yes 11.55 Yes Yes Fiber Optic 27 Yes Yes Yes Yes No No No Yes One Year No Bank Withdrawal 95.65 5471.75 21.71 0 646.8 6096.84 Stayed 7629-WIXZF Female 32 No 0 San Rafael 94903 38.018065 -122.546024 0 7 None Yes 6.83 No Yes DSL 17 Yes No No No No Yes Yes Yes One Year Yes Bank Withdrawal 59.1 369.25 0 0 47.81 417.06 Stayed 7632-MNYOY Male 69 No 0 Tahoe Vista 96148 39.24124 -120.054765 0 66 None Yes 9.9 Yes Yes Fiber Optic 25 No Yes Yes Yes Yes Yes No Yes One Year No Credit Card 110.9 7432.05 0 0 653.4 8085.45 Churned Attitude Attitude of service provider 7632-YUTXB Female 52 Yes 2 Stinson Beach 94970 37.921137 -122.657562 7 25 Offer C Yes 13.06 No No One Year No Credit Card 20.05 520.1 0 0 326.5 846.6 Stayed 7633-MVPUY Male 50 Yes 0 Diamond Bar 91765 33.992416 -117.807874 1 57 Offer B Yes 49.29 No Yes Cable 22 Yes Yes No Yes No No No Yes Two Year Yes Bank Withdrawal 59.75 3450.15 0 0 2809.53 6259.68 Stayed 7634-HLQJR Female 52 Yes 1 Moss Landing 95039 36.863303 -121.781632 1 47 None Yes 1.44 No No Two Year No Credit Card 20.05 1016.7 0 0 67.68 1084.38 Stayed 7634-WSWDB Female 22 No 1 Terra Bella 93270 35.939068 -119.043666 0 8 None No Yes DSL 51 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 38.5 330.8 0 0 0 330.8 Stayed 7636-OWBPG Male 79 No 0 Redding 96001 40.587919 -122.464732 0 12 None No Yes DSL 4 No Yes No No No No No Yes Two Year Yes Credit Card 29.35 381.2 38.98 0 0 342.22 Stayed 7636-PEPNS Female 44 Yes 3 Palos Verdes Peninsula 90274 33.788208 -118.404955 7 58 None Yes 22.65 No Yes Cable 25 No No No No No No No No One Year Yes Credit Card 44.1 2413.05 0 150 1313.7 3876.75 Stayed 7636-XUHWW Male 56 No 0 Firebaugh 93622 36.785618 -120.625382 0 2 Offer E Yes 3.82 No No Month-to-Month Yes Credit Card 19.9 33.7 0 0 7.64 41.34 Joined 7638-QVMVY Female 63 No 0 Visalia 93292 36.37559 -119.211689 0 7 None Yes 26.09 No Yes Fiber Optic 2 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79 522.95 0 0 182.63 705.58 Churned Attitude Attitude of support person 7639-LIAYI Male 23 No 0 Los Angeles 90057 34.061918 -118.277939 0 52 Offer B Yes 29.16 Yes Yes Cable 73 Yes No No Yes Yes Yes Yes Yes Two Year Yes Credit Card 79.75 4217.8 0 0 1516.32 5734.12 Stayed 7639-OPLNG Male 56 Yes 0 San Diego 92107 32.741852 -117.243453 8 70 Offer A Yes 27.97 Yes Yes Cable 2 Yes Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 79.25 5731.85 0 0 1957.9 7689.75 Stayed 7639-SUPCW Female 32 No 0 Glen Ellen 95442 38.368744 -122.522642 0 22 None Yes 3.95 No Yes DSL 30 Yes No No No No No No No Month-to-Month Yes Credit Card 48.8 1054.6 0 20 86.9 1161.5 Churned Competitor Competitor made better offer 7641-EUYET Male 76 Yes 0 Tranquillity 93668 36.635661 -120.288644 3 46 None Yes 49.11 Yes Yes Fiber Optic 17 Yes Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 100.7 4541.2 46.64 0 2259.06 6753.62 Churned Dissatisfaction Product dissatisfaction 7641-TQFHN Male 21 No 1 Fresno 93704 36.799648 -119.801247 0 39 Offer C Yes 14.72 Yes Yes Fiber Optic 85 No No No Yes Yes Yes Yes Yes Two Year No Credit Card 100.55 3895.35 0 0 574.08 4469.43 Stayed 7643-RCHXS Female 31 Yes 3 Montgomery Creek 96065 40.877552 -121.885884 0 63 Offer B Yes 41.84 No No Two Year No Bank Withdrawal 19.35 1263.85 0 0 2635.92 3899.77 Stayed 7644-OMVMY Male 56 Yes 1 Los Angeles 90029 34.089953 -118.294824 5 10 None Yes 15.51 No No Two Year No Credit Card 19.85 198.5 0 0 155.1 353.6 Stayed 7647-GYYKX Female 48 Yes 4 San Marcos 92069 33.162624 -117.170863 1 54 None Yes 41.93 No No Two Year Yes Bank Withdrawal -3 1092.35 0 0 2264.22 3356.57 Stayed 7649-PHJVR Male 22 No 0 Paso Robles 93446 35.634222 -120.728341 0 11 Offer D Yes 33.48 No No One Year No Mailed Check 19.5 226.8 0 0 368.28 595.08 Stayed 7649-SIJJF Male 36 Yes 0 Emeryville 94608 37.83726 -122.287648 5 71 Offer A Yes 10.97 Yes Yes DSL 20 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Credit Card 80.1 5585.4 0 0 778.87 6364.27 Stayed 7654-YWJUF Male 61 Yes 0 Sunland 91040 34.282704 -118.312929 6 43 None Yes 15.2 No Yes Fiber Optic 21 Yes No Yes Yes No No No Yes One Year Yes Bank Withdrawal 84.25 3539.25 0 0 653.6 4192.85 Stayed 7657-DYEPJ Male 73 No 0 Los Angeles 90024 34.066303 -118.435479 0 38 Offer C Yes 5.75 No Yes Cable 30 No Yes Yes Yes Yes No No Yes One Year Yes Credit Card 70.15 2497.35 0 0 218.5 2715.85 Churned Price Lack of affordable download/upload speed 7658-UYUQS Male 71 Yes 0 Fullerton 92835 33.902211 -117.914922 0 21 None Yes 22.3 No Yes Fiber Optic 9 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 86.55 1857.25 0 0 468.3 2325.55 Stayed 7660-HDPJV Female 51 No 0 Long Beach 90810 33.819814 -118.222416 0 1 None Yes 10.08 No Yes Fiber Optic 18 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.2 69.2 0 0 10.08 79.28 Churned Dissatisfaction Poor expertise of online support 7661-CPURM Male 49 No 0 Alhambra 91803 34.074736 -118.145959 0 19 Offer D Yes 43.11 No Yes Fiber Optic 2 No No No Yes No Yes Yes Yes One Year Yes Credit Card 87.7 1725.95 0 0 819.09 2545.04 Stayed 7663-CUXZB Male 34 Yes 0 Fields Landing 95537 40.726949 -124.217378 9 59 Offer B Yes 14.98 Yes Yes Fiber Optic 19 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 113.75 6561.25 0 0 883.82 7445.07 Stayed 7663-RGWBC Male 44 No 0 Los Angeles 90049 34.091829 -118.491244 0 1 None Yes 8.77 No Yes DSL 10 No No No No No No No Yes Month-to-Month Yes Credit Card 44.15 44.15 0 0 8.77 52.92 Churned Other Don't know 7663-YJHSN Female 33 Yes 0 Moss Landing 95039 36.863303 -121.781632 10 72 Offer A Yes 44.27 Yes Yes Fiber Optic 8 Yes Yes Yes Yes Yes No No No Two Year Yes Bank Withdrawal 103.95 7556.9 0 70 3187.44 10814.34 Stayed 7663-ZTEGJ Male 46 No 0 Escondido 92027 33.141265 -116.967221 0 29 None Yes 49.92 Yes Yes Fiber Optic 23 No Yes Yes Yes No Yes Yes No One Year No Credit Card 100.55 2830.45 0 100 1447.68 4378.13 Stayed 7665-NKLAV Female 19 Yes 3 Pleasanton 94566 37.633361 -121.862395 5 36 None No Yes Cable 71 Yes No Yes Yes No No No Yes Two Year No Credit Card 40.65 1547.35 0 0 0 1547.35 Stayed 7665-TOALD Female 25 No 0 Temecula 92592 33.507255 -117.029473 0 1 None Yes 14.19 No Yes Fiber Optic 59 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 69.6 69.6 0 0 14.19 83.79 Churned Competitor Competitor made better offer 7665-VIGUD Male 40 No 0 Santa Barbara 93108 34.457541 -119.631072 0 10 None Yes 17.4 No No One Year No Credit Card 20.35 176.3 0 0 174 350.3 Stayed 7666-WKRON Female 39 No 0 Riverbank 95367 37.734971 -120.954271 0 39 None Yes 24.45 No Yes Fiber Optic 27 No No Yes Yes No No No Yes Two Year Yes Bank Withdrawal 80.45 3201.55 0 0 953.55 4155.1 Churned Dissatisfaction Lack of self-service on Website 7668-XCFYV Female 77 Yes 0 Glendora 91741 34.14649 -117.849815 9 17 None Yes 3.83 Yes Yes Fiber Optic 20 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal -4 1614.7 0 0 65.11 1679.81 Stayed 7669-LCRSD Male 49 Yes 2 Igo 96047 40.524535 -122.647172 5 12 Offer D Yes 17.27 No Yes Cable 29 No No No No Yes No No Yes Month-to-Month Yes Mailed Check 56.3 628.65 0 0 207.24 835.89 Stayed 7670-ZBPOQ Female 59 Yes 0 Denair 95316 37.524721 -120.757977 1 58 Offer B Yes 26.36 Yes Yes DSL 8 Yes No No Yes No No No No One Year Yes Bank Withdrawal 61.05 3478.75 0 0 1528.88 5007.63 Stayed 7672-VFMXZ Male 31 Yes 0 Long Beach 90815 33.797638 -118.11662 6 57 None Yes 15.48 No Yes Cable 15 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 55.7 3171.6 34.59 0 882.36 4019.37 Stayed 7673-BQGKU Female 64 Yes 3 Carlsbad 92009 33.098018 -117.258203 6 69 None Yes 11.47 No No Two Year No Bank Withdrawal 20.15 1337.5 0 0 791.43 2128.93 Stayed 7673-LPRNY Female 43 No 0 Pasadena 91104 34.165383 -118.123752 0 23 None Yes 48.88 Yes Yes DSL 12 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 78.55 1843.05 19.63 0 1124.24 2947.66 Stayed 7674-YTAFD Female 64 No 0 North Hills 91343 34.238802 -118.482296 0 33 Offer C Yes 42.29 No Yes Fiber Optic 13 No Yes No Yes No No No Yes One Year Yes Bank Withdrawal 79.95 2684.85 0 0 1395.57 4080.42 Stayed 7675-OZCZG Female 76 No 0 Fallbrook 92028 33.362575 -117.299644 0 3 None Yes 30.14 No Yes DSL 6 No No No No No No No No Month-to-Month No Bank Withdrawal 45 127.1 0 10 90.42 227.52 Churned Competitor Competitor made better offer 7677-SJJJK Male 26 Yes 0 Granite Bay 95746 38.749466 -121.184196 5 8 Offer E Yes 48.39 No No One Year No Credit Card 19.9 153.95 0 0 387.12 541.07 Stayed 7682-AZNDK Male 25 Yes 3 Williams 95987 39.117537 -122.284654 5 34 None Yes 18.36 No Yes Fiber Optic 85 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.85 3091.75 14.93 0 624.24 3701.06 Stayed 7683-CBDKJ Male 42 Yes 1 Palmdale 93550 34.536232 -118.082935 1 14 None Yes 45.6 No Yes Cable 19 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 65.45 937.6 0 0 638.4 1576 Churned Competitor Competitor had better devices 7684-XSZIY Male 53 Yes 3 Loomis 95650 38.809175 -121.171375 3 72 Offer A Yes 20.42 Yes No Two Year No Bank Withdrawal 24.3 1643.25 0 0 1470.24 3113.49 Stayed 7688-AWMDX Male 21 Yes 0 San Diego 92131 32.89325 -117.087091 5 71 None Yes 48.32 No Yes DSL 59 Yes No No Yes No No No Yes Two Year No Bank Withdrawal 54.5 3778.2 0 0 3430.72 7208.92 Stayed 7690-KPNCU Male 20 Yes 0 Willow Creek 95573 40.949012 -123.655847 5 64 Offer B Yes 26.64 No Yes DSL 71 Yes No Yes No Yes Yes Yes Yes One Year Yes Credit Card 73.05 4688.65 0 0 1704.96 6393.61 Stayed 7691-KGKGP Male 31 Yes 1 Aliso Viejo 92656 33.571259 -117.731917 9 53 Offer B Yes 2.11 No Yes DSL 19 No Yes No Yes Yes No No Yes Month-to-Month No Credit Card 65 3363.8 0 0 111.83 3475.63 Stayed 7691-XVTZH Female 30 Yes 0 Aromas 95004 36.878364 -121.629781 5 68 Offer A Yes 28.36 Yes Yes Fiber Optic 82 No No Yes No Yes No No Yes Two Year Yes Bank Withdrawal 89.95 5974.3 0 0 1928.48 7902.78 Stayed 7693-LCKZL Male 57 Yes 1 Julian 92036 32.980678 -116.262854 1 5 None Yes 11.54 Yes Yes Fiber Optic 19 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.15 385 0 0 57.7 442.7 Churned Competitor Competitor had better devices 7693-QPEFS Male 75 No 0 Davenport 95017 37.114335 -122.237162 0 52 Offer B Yes 42.19 Yes Yes Fiber Optic 11 No No No No No No No Yes Two Year Yes Bank Withdrawal 72.95 3829.75 0 0 2193.88 6023.63 Stayed 7694-VLBWQ Male 61 Yes 0 Coronado 92118 32.68674 -117.186612 4 67 Offer A Yes 8.18 Yes Yes Fiber Optic 3 No Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 104.1 7040.85 0 0 548.06 7588.91 Churned Dissatisfaction Product dissatisfaction 7695-PKLCZ Female 32 No 0 Salinas 93908 36.624338 -121.615669 0 68 None Yes 48.41 No No Two Year No Credit Card 20.5 1424.9 0 0 3291.88 4716.78 Stayed 7696-AMHOD Female 23 Yes 1 Fallbrook 92028 33.362575 -117.299644 10 49 None Yes 9.07 No Yes DSL 82 No Yes Yes No Yes Yes Yes Yes One Year No Credit Card 78 3824.2 0 0 444.43 4268.63 Stayed 7696-CFTAT Male 24 Yes 3 Diamond Bar 91765 33.992416 -117.807874 0 37 None Yes 8.21 No No Two Year No Bank Withdrawal 19.8 726.1 0 0 303.77 1029.87 Stayed 7698-YFGEZ Male 55 No 0 Riverside 92509 34.004379 -117.447864 0 1 Offer E Yes 25.99 No No Month-to-Month No Credit Card 20 20 0 0 25.99 45.99 Joined 7703-ZEKEF Male 47 No 0 Heber 92249 32.730583 -115.501083 0 23 Offer D Yes 18.7 Yes Yes Fiber Optic 24 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 81 1917.1 0 0 430.1 2347.2 Churned Competitor Competitor offered more data 7706-DZNKK Male 63 No 0 Palmdale 93551 34.613476 -118.256358 0 11 Offer D Yes 44.53 No No Month-to-Month Yes Credit Card 20.45 237.3 0 0 489.83 727.13 Stayed 7706-YLMQA Female 30 No 0 Madera 93638 37.004068 -119.930027 0 70 None Yes 10 No No One Year No Bank Withdrawal 19.7 1341.5 0 0 700 2041.5 Stayed 7707-PYBBH Male 49 No 0 Lucerne Valley 92356 34.508417 -116.856103 0 40 None Yes 36.98 No Yes DSL 21 Yes Yes No Yes No No No Yes Month-to-Month Yes Credit Card 61.9 2647.1 0 0 1479.2 4126.3 Stayed 7710-JSYOA Female 59 Yes 1 Pala 92059 33.384345 -117.072619 0 69 Offer A Yes 28.53 Yes Yes Fiber Optic 24 No Yes No Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 93.3 6398.05 0 0 1968.57 8366.62 Stayed 7711-GQBZC Female 42 Yes 1 Stockton 95207 38.002125 -121.324979 1 71 None Yes 19.49 Yes No Two Year No Bank Withdrawal 24.7 1810.55 0 0 1383.79 3194.34 Stayed 7711-YIJWC Male 21 Yes 2 Shingletown 96088 40.497441 -121.827524 3 61 Offer B Yes 12.72 No Yes Cable 48 Yes Yes Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 84.9 5264.5 0 0 775.92 6040.42 Stayed 7714-YXSMB Female 60 No 0 Irvine 92612 33.643095 -117.810896 0 26 Offer C Yes 25.66 Yes Yes Fiber Optic 3 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.5 2599.95 0 0 667.16 3267.11 Stayed 7716-YTYHG Female 41 Yes 0 Oxnard 93030 34.223244 -119.18012 1 48 Offer B Yes 23.95 Yes Yes Fiber Optic 30 No No No No No Yes Yes Yes One Year Yes Mailed Check 82.05 4029.95 0 0 1149.6 5179.55 Churned Competitor Competitor offered higher download speeds 7717-BICXI Male 37 Yes 3 O Neals 93645 37.140104 -119.657092 4 60 Offer B Yes 15.65 No No Two Year No Credit Card 20.55 1205.05 0 0 939 2144.05 Stayed 7718-RXDGG Male 54 Yes 0 Newcastle 95658 38.883224 -121.15918 9 15 Offer D Yes 24.17 No Yes Fiber Optic 10 No No No No No No No No Month-to-Month Yes Bank Withdrawal 68.6 1108.6 0 90 362.55 1561.15 Stayed 7718-UPSKJ Female 59 Yes 0 San Diego 92116 32.765299 -117.122565 9 69 Offer A Yes 24.17 No Yes Fiber Optic 5 Yes Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 106.4 7251.9 3.59 0 1667.73 8916.04 Stayed 7721-DVEKZ Female 42 No 0 Thousand Oaks 91360 34.214054 -118.88109 0 1 Offer E Yes 23.67 No No Month-to-Month No Credit Card 19.65 19.65 0 0 23.67 43.32 Joined 7721-JXEAW Male 23 Yes 0 Elk Grove 95624 38.434138 -121.30587 1 59 Offer B No Yes DSL 69 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 41.05 2452.7 0 0 0 2452.7 Churned Competitor Competitor offered higher download speeds 7722-CVFXN Male 50 Yes 3 Santa Cruz 95064 37.007882 -122.065975 9 54 None Yes 7.25 Yes Yes Fiber Optic 57 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.2 5637.85 23.01 0 391.5 6006.34 Stayed 7722-VJRQD Male 38 Yes 0 Brooks 95606 38.809804 -122.241383 8 72 None No Yes Cable 15 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 60.95 4549.05 0 0 0 4549.05 Stayed 7727-SHVZV Female 56 No 0 Chico 95926 39.745712 -121.84333 0 9 None Yes 43.83 No No Month-to-Month No Bank Withdrawal 19.5 150.35 0 0 394.47 544.82 Stayed 7729-JTEEC Male 33 Yes 1 Olympic Valley 96146 39.191797 -120.212401 2 2 None Yes 30.87 No Yes DSL 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.5 90.05 0 0 61.74 151.79 Joined 7729-XBTWX Male 62 Yes 2 San Ramon 94583 37.766556 -121.976784 7 66 None Yes 31.53 No No Two Year Yes Credit Card 19.75 1344.5 0 0 2080.98 3425.48 Stayed 7730-CLDSV Female 61 Yes 2 Brentwood 94513 37.908242 -121.682472 6 72 Offer A Yes 35.21 Yes Yes Fiber Optic 10 No Yes Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 98.65 7129.45 0 0 2535.12 9664.57 Stayed 7730-IUTDZ Male 63 No 0 Chatsworth 91311 34.294142 -118.603883 0 43 None Yes 34 No Yes Fiber Optic 11 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.2 3198.6 0 0 1462 4660.6 Churned Dissatisfaction Network reliability 7733-UDMTP Female 65 No 0 Fresno 93726 36.793601 -119.761131 0 57 Offer B No Yes DSL 26 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 55 3094.05 0 0 0 3094.05 Stayed 7734-DBOAI Female 42 Yes 2 Pope Valley 94567 38.672708 -122.403219 1 1 None No Yes DSL 12 No No No Yes Yes No No No Month-to-Month No Bank Withdrawal 40.1 40.1 0 10 0 50.1 Churned Attitude Attitude of support person 7739-LAXOG Female 51 Yes 0 Sacramento 95825 38.590035 -121.412455 1 32 None Yes 46.92 Yes Yes Fiber Optic 9 No No Yes No No Yes Yes No Month-to-Month Yes Bank Withdrawal 91.05 2954.5 0 70 1501.44 4525.94 Churned Competitor Competitor offered more data 7740-BTPUX Male 72 Yes 0 Manchester 95459 38.966713 -123.586412 7 55 Offer B Yes 12.91 Yes Yes Fiber Optic 21 No Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 113.6 6292.7 0 0 710.05 7002.75 Stayed 7740-KKCXF Male 61 Yes 0 Los Angeles 90039 34.110845 -118.259595 9 51 None No Yes DSL 6 No Yes No No No No No Yes Month-to-Month Yes Credit Card 30.05 1529.45 0 0 0 1529.45 Stayed 7742-MYPGI Female 39 Yes 2 Cobb 95426 38.838088 -122.73203 3 6 None Yes 49.45 No Yes DSL 10 No No No Yes No No No Yes Month-to-Month Yes Credit Card 48.8 297.35 0 0 296.7 594.05 Stayed 7743-EXURX Male 47 Yes 1 Glendale 91208 34.195386 -118.238508 1 8 Offer E Yes 3.85 No Yes DSL 20 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 51.05 415.05 0 0 30.8 445.85 Churned Dissatisfaction Product dissatisfaction 7746-AWNQW Female 62 No 0 La Jolla 92037 32.853743 -117.25034 0 28 Offer C No Yes DSL 2 No No Yes Yes No No No Yes Month-to-Month Yes Mailed Check 35.75 961.4 0 0 0 961.4 Stayed 7746-QYVCO Male 57 Yes 0 White Water 92282 33.972293 -116.654195 1 16 Offer D Yes 21.04 No Yes Cable 17 Yes Yes No No No No No Yes One Year Yes Credit Card 55.85 857.8 0 0 336.64 1194.44 Stayed 7748-UMTRK Female 80 No 1 San Francisco 94132 37.722302 -122.491129 0 30 None Yes 37.42 Yes Yes Fiber Optic 17 No No No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 101.3 2974.5 0 0 1122.6 4097.1 Stayed 7750-EYXWZ Female 62 No 0 Yucca Valley 92284 34.159534 -116.425984 0 12 None No Yes Cable 24 No Yes Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 60.65 743.3 40.41 0 0 702.89 Stayed 7752-XUSCI Female 20 No 0 Crestline 92325 34.248061 -117.29028 0 60 None Yes 10.7 Yes Yes Fiber Optic 71 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.9 6396.45 0 0 642 7038.45 Churned Other Don't know 7753-USQYQ Male 47 No 0 West Covina 91792 34.024405 -117.898722 0 55 Offer B Yes 27.65 No Yes Cable 26 No Yes No Yes No Yes Yes No One Year Yes Bank Withdrawal 64.2 3627.3 0 0 1520.75 5148.05 Stayed 7754-IXRMC Female 39 No 0 Atascadero 93422 35.453912 -120.69461 0 1 None Yes 12.46 No Yes DSL 14 No No No No No No No Yes Month-to-Month No Credit Card 45.35 45.35 0 0 12.46 57.81 Joined 7758-UJWYS Male 31 Yes 1 Millbrae 94030 37.601248 -122.403099 10 34 None No Yes DSL 29 No No No Yes Yes No No Yes Two Year Yes Bank Withdrawal 40.55 1325.85 0 0 0 1325.85 Stayed 7758-XKCBS Male 56 No 0 Reseda 91335 34.200175 -118.540958 0 15 None No Yes DSL 29 No No No Yes No No No No Month-to-Month Yes Bank Withdrawal 29.7 438.25 0 90 0 528.25 Churned Competitor Competitor offered more data 7760-OYPDY Female 32 No 2 Los Angeles 90056 33.987945 -118.370442 0 2 None Yes 5.85 No Yes Fiber Optic 19 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 80.65 144.15 0 20 11.7 175.85 Churned Competitor Competitor had better devices 7762-ONLJY Female 62 Yes 3 Sacramento 95834 38.646209 -121.52446 5 6 None Yes 44.13 No No One Year No Credit Card 19.7 94.45 0 0 264.78 359.23 Stayed 7762-URZQH Male 30 Yes 0 Venice 90291 33.991782 -118.479229 0 66 None Yes 23.51 Yes Yes Fiber Optic 52 Yes No Yes No Yes Yes Yes Yes Two Year Yes Credit Card 106.05 6981.35 0 0 1551.66 8533.01 Churned Dissatisfaction Product dissatisfaction 7764-BDPEE Male 50 No 3 Hayward 94542 37.656695 -122.048361 0 3 None Yes 19.58 No No Month-to-Month No Credit Card 20.85 60.65 0 0 58.74 119.39 Joined 7765-LWVVH Female 39 Yes 2 Caspar 95420 39.361283 -123.784599 8 72 None Yes 18.74 Yes Yes Fiber Optic 19 Yes Yes No No Yes No No Yes Two Year Yes Bank Withdrawal 95.1 6843.15 0 0 1349.28 8192.43 Stayed 7766-CLTIC Female 58 No 0 Kenwood 95452 38.419525 -122.521585 0 10 None Yes 8.35 No Yes Cable 29 No No No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 60.95 629.55 0 0 83.5 713.05 Stayed 7767-UXAGJ Male 37 No 0 Colfax 95713 39.084645 -120.894014 0 1 None Yes 28.25 Yes Yes Cable 9 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.45 50.45 0 0 28.25 78.7 Churned Competitor Competitor made better offer 7771-CFQRQ Female 32 Yes 3 Mariposa 95338 37.526791 -119.99437 0 47 None Yes 30.06 No Yes DSL 57 No Yes No Yes No Yes Yes No Two Year No Bank Withdrawal 63.8 3007.25 0 80 1412.82 4500.07 Stayed 7771-ZONAT Male 62 No 0 Woodacre 94973 38.005839 -122.638155 0 22 None No Yes DSL 19 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 56.75 1304.85 0 0 0 1304.85 Stayed 7774-OJSXI Male 53 No 0 South Lake Tahoe 96150 38.911577 -120.106169 0 31 None Yes 9.27 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.45 3066.45 0 0 287.37 3353.82 Churned Dissatisfaction Poor expertise of phone support 7776-QGYJC Female 64 Yes 5 Shasta Lake 96019 40.692523 -122.369876 7 39 Offer C Yes 40.68 No Yes Fiber Optic 76 No No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 81.5 3107.3 0 0 1586.52 4693.82 Stayed 7776-QWNFX Male 71 Yes 0 Chino 91710 33.990646 -117.663025 1 30 None Yes 4.65 No Yes DSL 29 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.4 1527.5 0 0 139.5 1667 Churned Attitude Attitude of support person 7777-UNYHB Female 43 Yes 1 Traver 93673 36.456091 -119.486225 3 12 None Yes 24.65 No No Month-to-Month Yes Credit Card 20.1 232.4 0 0 295.8 528.2 Stayed 7779-LGOVN Male 74 Yes 0 Paskenta 96074 39.884395 -122.587513 2 10 None Yes 46.5 Yes Yes Cable 4 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 86.65 856.65 0 0 465 1321.65 Churned Dissatisfaction Limited range of services 7779-ORAEL Male 77 Yes 0 Mi Wuk Village 95346 38.121601 -120.133915 4 45 None Yes 9.39 Yes Yes DSL 22 Yes No Yes Yes No Yes No Yes Two Year No Credit Card 75.15 3480.35 0 0 422.55 3902.9 Stayed 7780-OTDSO Male 51 Yes 0 Covelo 95428 39.83307 -123.178765 1 18 None Yes 11.3 Yes Yes Fiber Optic 16 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.4 1742.95 0 0 203.4 1946.35 Churned Attitude Attitude of support person 7781-EWARA Male 19 Yes 3 Big Bend 96011 41.096569 -121.879082 1 70 Offer A No Yes Cable 47 No Yes Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 60.35 4138.7 49.23 0 0 4089.47 Stayed 7781-HVGMK Female 56 Yes 0 Amboy 92304 34.559882 -115.637164 5 72 Offer A No Yes DSL 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 65.2 4784.45 0 0 0 4784.45 Stayed 7783-YKGDV Female 49 No 0 March Air Reserve Base 92518 33.888323 -117.277533 0 12 Offer D Yes 16.07 Yes Yes Fiber Optic 14 Yes Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.7 1238.45 0 0 192.84 1431.29 Churned Price Lack of affordable download/upload speed 7785-RDVIG Female 53 Yes 2 Hemet 92543 33.739415 -116.968339 5 3 None Yes 10.13 No No Month-to-Month No Credit Card 19.3 54.7 0 0 30.39 85.09 Joined 7786-WBJYI Female 31 No 0 San Diego 92130 32.957195 -117.202542 0 4 None Yes 30.95 Yes Yes Fiber Optic 26 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 77.95 305.55 0 0 123.8 429.35 Churned Competitor Competitor made better offer 7787-BNTZM Male 56 No 0 Comptche 95427 39.239818 -123.565432 0 6 None Yes 6.93 No No Month-to-Month No Bank Withdrawal 20.15 130.5 0 0 41.58 172.08 Stayed 7789-CRUVC Female 77 Yes 0 San Diego 92107 32.741852 -117.243453 1 61 None Yes 33.75 Yes Yes Fiber Optic 29 Yes Yes Yes Yes No No No Yes Month-to-Month Yes Credit Card 94.2 5895.45 0 0 2058.75 7954.2 Stayed 7789-HKSBS Female 79 Yes 0 Lakewood 90713 33.847755 -118.112532 2 42 None Yes 35.38 Yes Yes Fiber Optic 7 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 105.2 4599.15 40.46 0 1485.96 6044.65 Stayed 7794-JASDG Male 37 No 0 Winchester 92596 33.657433 -117.04254 0 1 Offer E Yes 45.77 No Yes DSL 20 Yes No No No No No No Yes Month-to-Month Yes Credit Card 50.75 50.75 0 0 45.77 96.52 Joined 7795-CFOCW Male 53 No 0 Los Angeles 90004 34.076259 -118.310715 0 45 None No Yes DSL 10 Yes No Yes Yes No No No Yes One Year No Bank Withdrawal 42.3 1840.75 0 0 0 1840.75 Stayed 7797-EJMDP Female 34 No 0 Manteca 95336 37.830267 -121.201018 0 8 Offer E Yes 33.54 No Yes DSL 14 Yes No No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 66.05 574.5 0 0 268.32 842.82 Stayed 7798-JVXYM Female 52 No 0 Herald 95638 38.313447 -121.123886 0 14 Offer D Yes 37.01 No Yes DSL 29 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 69.65 921.4 0 0 518.14 1439.54 Stayed 7799-DSEWS Male 22 No 0 Hayward 94544 37.639215 -122.037554 0 18 Offer D Yes 48.68 No Yes DSL 48 Yes No Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 68.35 1299.8 0 0 876.24 2176.04 Stayed 7799-LGRDP Female 42 No 0 Lakewood 90713 33.847755 -118.112532 0 43 None Yes 25.53 Yes No Two Year Yes Credit Card 25.7 1188.2 0 0 1097.79 2285.99 Stayed 7801-CEDNV Male 33 Yes 0 Inglewood 90304 33.936827 -118.359824 10 27 None Yes 9.01 No Yes DSL 5 Yes No No No No No No Yes One Year No Credit Card 48.7 1421.75 0 0 243.27 1665.02 Stayed 7801-KICAO Female 43 No 0 Pasadena 91103 34.167465 -118.165327 0 18 Offer D Yes 11.36 Yes Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.15 1345.75 0 0 204.48 1550.23 Stayed 7802-EFKNY Male 37 Yes 0 Redlands 92374 34.064073 -117.166158 1 5 Offer E No Yes DSL 7 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.95 100.4 0 0 0 100.4 Churned Competitor Competitor had better devices 7803-XOCCZ Female 54 Yes 2 Anza 92539 33.527605 -116.666551 1 52 Offer B Yes 31.96 No Yes Fiber Optic 26 Yes No Yes Yes No No No Yes Month-to-Month Yes Bank Withdrawal 84.05 4326.8 0 0 1661.92 5988.72 Stayed 7808-DVWEP Male 51 Yes 0 Chico 95926 39.745712 -121.84333 3 3 None Yes 31.06 No No Month-to-Month No Bank Withdrawal 20 49.65 0 0 93.18 142.83 Joined 7811-JIVPF Female 44 No 0 Long Beach 90805 33.864622 -118.179626 0 23 None Yes 42.26 No Yes Cable 2 No No Yes No No No No No Month-to-Month No Credit Card 49.7 1081.25 0 150 971.98 2203.23 Stayed 7812-FZHPE Female 31 Yes 2 Bradley 93426 35.842889 -121.004862 1 17 Offer D Yes 18.26 Yes No Month-to-Month No Credit Card 24.1 409.9 0 0 310.42 720.32 Churned Price Long distance charges 7813-TKCVO Female 23 Yes 0 Oak Park 91377 34.19225 -118.776874 1 20 None Yes 27.96 No No One Year No Credit Card 20.35 393.15 0 0 559.2 952.35 Stayed 7813-ZGGAW Male 68 No 0 Applegate 95703 38.983388 -120.988814 0 31 Offer C Yes 15.35 Yes Yes Fiber Optic 10 No No Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 96.6 2877.95 0 0 475.85 3353.8 Stayed 7814-LEEVE Female 60 Yes 0 Grass Valley 95949 39.099204 -121.137962 7 1 None Yes 6.64 No No Month-to-Month Yes Bank Withdrawal 20.3 20.3 0 0 6.64 26.94 Joined 7815-PDTHL Male 64 No 0 Van Nuys 91401 34.178483 -118.431791 0 35 None Yes 42.8 No No Two Year Yes Credit Card 20.2 684.4 0 0 1498 2182.4 Stayed 7816-VGHTO Female 61 Yes 2 Rio Oso 95674 38.954144 -121.482536 7 6 Offer E No Yes Cable 10 No Yes Yes Yes No No No No Two Year No Credit Card 40.55 217.5 0 50 0 267.5 Stayed 7817-BOQPW Female 32 No 0 Rio Dell 95562 40.485849 -124.163234 0 2 None Yes 41.37 Yes Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.55 166.3 0 0 82.74 249.04 Churned Competitor Competitor made better offer 7817-OMJNA Male 23 No 0 Mammoth Lakes 93546 37.550074 -118.837167 0 14 Offer D Yes 36.42 No No One Year No Bank Withdrawal 20.4 275.7 0 0 509.88 785.58 Stayed 7820-ZYGNY Male 33 No 0 La Puente 91746 34.038983 -117.991372 0 63 None Yes 9.21 Yes Yes Fiber Optic 28 No Yes No No No Yes Yes No One Year No Credit Card 90.45 5825.5 0 100 580.23 6505.73 Stayed 7821-DPRQE Male 25 Yes 0 Stockton 95207 38.002125 -121.324979 2 68 Offer A Yes 24.01 Yes Yes Fiber Optic 48 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 107.7 7320.9 0 0 1632.68 8953.58 Stayed 7823-JSOAG Male 39 No 0 Sonoma 95476 38.25485 -122.461799 0 3 None Yes 6.97 Yes Yes Fiber Optic 14 No No No No No No No Yes Month-to-Month No Bank Withdrawal 74.5 217.45 0 0 20.91 238.36 Joined 7824-PANSQ Male 52 No 0 Mammoth Lakes 93546 37.550074 -118.837167 0 58 None Yes 44.67 Yes Yes Fiber Optic 8 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 80.65 4807.35 0 0 2590.86 7398.21 Stayed 7825-ECJRF Female 43 No 1 Santa Clarita 91350 34.502432 -118.41459 0 19 None Yes 28.35 No Yes Fiber Optic 19 Yes No Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 106.6 1934.45 21.72 40 538.65 2491.38 Churned Dissatisfaction Network reliability 7825-GKXMW Female 41 No 0 San Diego 92121 32.898613 -117.202937 0 1 Offer E Yes 22.11 No Yes DSL 18 No No No No No No No No Month-to-Month No Bank Withdrawal -9 45.8 0 10 22.11 77.91 Churned Competitor Competitor made better offer 7826-VVKWT Female 69 Yes 1 San Diego 92114 32.707892 -117.05512 9 24 None Yes 20.78 No Yes Fiber Optic 23 No No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 96.55 2263.45 0 0 498.72 2762.17 Stayed 7831-QGOXH Female 27 No 0 Blue Lake 95525 40.94338 -123.831799 0 18 None Yes 24.4 Yes Yes Fiber Optic 71 No No No No Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 85.2 1553.9 0 0 439.2 1993.1 Churned Other Don't know 7833-PKIHD Male 59 Yes 0 Palm Desert 92260 33.694501 -116.412711 1 51 None Yes 31.66 No Yes Cable 3 Yes No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 76.4 3966.3 0 0 1614.66 5580.96 Stayed 7838-LAZFO Male 38 Yes 0 Hanford 93230 36.29223 -119.622676 6 45 Offer B Yes 9.91 No Yes Cable 19 Yes Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 78.8 3597.5 23.28 0 445.95 4020.17 Stayed 7839-NUIAA Female 27 Yes 1 Davis Creek 96108 41.750354 -120.403885 1 61 Offer B Yes 26.7 Yes Yes DSL 30 Yes Yes No No No No No No Month-to-Month No Bank Withdrawal 59.8 3641.5 0 100 1628.7 5370.2 Stayed 7839-QRKXN Female 62 No 0 Glendale 91203 34.153338 -118.262974 0 1 Offer E Yes 48.25 No No Month-to-Month Yes Credit Card 20.2 20.2 0 0 48.25 68.45 Churned Price Long distance charges 7841-FCRQD Female 27 Yes 0 Walnut 91789 34.018354 -117.85492 1 33 None Yes 15.45 No Yes Cable 59 No Yes No Yes No No No Yes One Year Yes Credit Card 53.75 1857.3 0 0 509.85 2367.15 Stayed 7841-TZDMQ Male 19 No 0 Sun Valley 91352 34.231053 -118.338307 0 2 None Yes 49.81 No Yes DSL 41 No No No No No No Yes Yes Month-to-Month Yes Credit Card -7 84.5 0 0 99.62 184.12 Churned Other Don't know 7845-URHJN Female 24 Yes 0 Hacienda Heights 91745 33.998471 -117.973758 1 8 None Yes 11.35 No No Month-to-Month No Bank Withdrawal 20.15 156.25 0 0 90.8 247.05 Churned Price Price too high 7850-THJMU Female 40 Yes 2 Mill Creek 96061 40.331975 -121.460674 4 26 None Yes 12.71 No No Two Year No Credit Card 19.65 494.9 0 0 330.46 825.36 Stayed 7850-VWJUU Female 37 No 0 Lakewood 90715 33.841027 -118.078097 0 23 None Yes 24.04 No Yes Fiber Optic 22 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75 1778.5 0 0 552.92 2331.42 Stayed 7851-FLGGQ Male 49 No 0 Wheatland 95692 39.043387 -121.409837 0 1 Offer E No Yes Cable 19 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Mailed Check 44.65 44.65 0 0 0 44.65 Churned Competitor Competitor had better devices 7851-WZEKY Female 32 No 0 Stockton 95219 38.029729 -121.387999 0 2 Offer E Yes 38.51 Yes Yes Fiber Optic 25 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.15 196.9 0 0 77.02 273.92 Churned Competitor Competitor made better offer 7852-LECYP Male 79 Yes 0 Los Angeles 90019 34.049841 -118.33846 8 13 Offer D Yes 48.15 Yes Yes Fiber Optic 6 Yes Yes No No No Yes Yes Yes Two Year No Credit Card 93.8 1261 0 0 625.95 1886.95 Stayed 7853-GVUDZ Female 55 Yes 1 Los Angeles 90004 34.076259 -118.310715 1 1 Offer E Yes 3.09 No No Month-to-Month Yes Credit Card 20.15 20.15 0 0 3.09 23.24 Churned Price Long distance charges 7853-OETYL Female 40 Yes 0 West Covina 91790 34.066964 -117.937007 2 4 Offer E No Yes DSL 13 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 29.05 129.6 0 0 0 129.6 Stayed 7853-WNZSY Male 58 No 0 El Nido 95317 37.127386 -120.506422 0 1 Offer E Yes 1.61 No No Month-to-Month Yes Credit Card 19.75 19.75 0 0 1.61 21.36 Joined 7854-EDSSA Male 46 No 0 Santa Rosa 95404 38.526941 -122.709096 0 22 Offer D Yes 49.43 Yes Yes Cable 17 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 59 1254.7 0 0 1087.46 2342.16 Churned Dissatisfaction Poor expertise of online support 7854-EKTJL Female 31 No 5 Salinas 93901 36.64152 -121.622188 0 2 None Yes 29.81 No No Month-to-Month Yes Bank Withdrawal 19.6 35.85 0 0 59.62 95.47 Churned Attitude Attitude of support person 7854-FOKSF Male 54 No 0 Rosamond 93560 34.903052 -118.411251 0 1 Offer E No Yes Cable 29 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 35.9 35.9 0 0 0 35.9 Churned Competitor Competitor offered higher download speeds 7855-DIWPO Female 60 No 0 Sloughhouse 95683 38.470423 -121.114897 0 21 Offer D Yes 30.59 No Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 68.65 1493.2 0 0 642.39 2135.59 Stayed 7856-GANIL Male 71 Yes 0 Irvine 92606 33.703976 -117.824172 1 45 Offer B Yes 2.38 Yes Yes Fiber Optic 20 No Yes Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 98.7 4525.8 0 0 107.1 4632.9 Stayed 7858-GTZSP Female 33 No 0 San Lucas 93954 36.125529 -120.864443 0 12 Offer D Yes 18.75 Yes Yes Fiber Optic 25 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 86.55 1066.9 0 110 225 1401.9 Stayed 7860-KSUGX Male 25 Yes 0 Long Beach 90806 33.802664 -118.179971 1 72 Offer A Yes 32.67 Yes Yes Cable 48 Yes Yes Yes No No No No Yes Two Year No Credit Card 64.45 4720 0 0 2352.24 7072.24 Stayed 7860-UXCRM Male 22 Yes 2 San Gabriel 91775 34.114772 -118.089431 9 63 None Yes 42.17 No Yes DSL 73 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 74.5 4674.55 0 0 2656.71 7331.26 Stayed 7861-UVUFT Female 36 Yes 0 Sloughhouse 95683 38.470423 -121.114897 1 15 None Yes 28.3 No Yes Cable 28 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.3 1308.4 0 0 424.5 1732.9 Churned Competitor Competitor had better devices 7868-BGSZA Male 30 Yes 0 Riverside 92504 33.9108 -117.398153 7 43 None Yes 33.97 Yes Yes DSL 69 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 80.2 3581.6 0 0 1460.71 5042.31 Stayed 7868-TMWMZ Female 69 Yes 0 Berkeley 94703 37.863843 -122.275684 2 60 None Yes 24.62 No Yes Fiber Optic 30 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 110 6668.35 0 0 1477.2 8145.55 Stayed 7869-ZYDST Male 33 Yes 0 Hyampom 96046 40.648024 -123.465088 0 31 None Yes 28.72 Yes Yes Cable 21 No No No No Yes No No Yes Month-to-Month Yes Credit Card 59.05 1882.8 0 0 890.32 2773.12 Stayed 7872-BAAZR Female 49 Yes 1 Norwalk 90650 33.905963 -118.08263 10 53 Offer B Yes 30.31 No No One Year No Bank Withdrawal 19.55 1007.9 0 0 1606.43 2614.33 Stayed 7872-RDDLZ Female 68 No 0 Piercy 95587 39.955587 -123.681175 0 67 None Yes 48.43 Yes Yes DSL 28 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 54.9 3725.5 0 0 3244.81 6970.31 Stayed 7873-CVMAW Male 61 No 0 Van Nuys 91405 34.202494 -118.448048 0 72 None Yes 46.1 Yes Yes DSL 27 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 88.55 6362.35 0 0 3319.2 9681.55 Stayed 7874-ECPQJ Female 57 No 2 Wofford Heights 93285 35.690535 -118.552784 0 4 None Yes 27.37 No No Month-to-Month Yes Bank Withdrawal 20.05 85.5 0 0 109.48 194.98 Stayed 7876-AEHIG Female 48 No 0 Daly City 94015 37.680844 -122.48131 0 51 None No Yes DSL 10 Yes No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 60.15 3077 0 0 0 3077 Stayed 7876-BEUTG Female 34 No 0 San Bruno 94066 37.624436 -122.430661 0 15 Offer D Yes 26.54 Yes Yes DSL 18 No No No No No No No Yes Month-to-Month Yes Credit Card 48.8 720.1 0 0 398.1 1118.2 Stayed 7876-DNYAP Female 29 Yes 2 Washington 95986 39.34128 -120.786867 7 69 Offer A Yes 8.39 No No Two Year No Credit Card 19.8 1436.95 0 0 578.91 2015.86 Stayed 7878-JGDKK Male 38 No 0 Selma 93662 36.545322 -119.642281 0 4 Offer E Yes 30.07 No Yes Cable 29 No No No No No No No Yes Month-to-Month No Credit Card 44.55 220.75 0 0 120.28 341.03 Stayed 7878-RTCZG Female 55 No 0 Inglewood 90302 33.975332 -118.355252 0 1 None Yes 2.38 No No Month-to-Month No Credit Card 19.9 19.9 0 0 2.38 22.28 Joined 7879-CGSFV Male 19 No 0 Sugarloaf 92386 34.243088 -116.830015 0 55 Offer B Yes 42.19 No Yes Fiber Optic 51 Yes Yes No No Yes Yes Yes Yes One Year Yes Credit Card 100.9 5552.05 0 0 2320.45 7872.5 Stayed 7880-XSOJX Male 50 No 0 Garden Grove 92840 33.787165 -117.931889 0 4 None No Yes DSL 23 Yes Yes No Yes No No No Yes Month-to-Month No Credit Card 42.4 146.4 0 0 0 146.4 Stayed 7881-EVUAD Female 49 No 0 Oroville 95966 39.473896 -121.415927 0 2 Offer E No Yes DSL 21 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 42.6 72.4 0 0 0 72.4 Churned Competitor Competitor offered more data 7881-INRLC Male 34 No 0 San Mateo 94403 37.538309 -122.305109 0 45 Offer B Yes 14.12 Yes Yes Fiber Optic 3 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 100.85 4740 0 0 635.4 5375.4 Churned Competitor Competitor offered more data 7883-ROJOC Female 33 Yes 0 Point Reyes Station 94956 38.060264 -122.830646 0 19 Offer D Yes 34.51 No Yes Cable 22 No No No No No No No Yes Month-to-Month No Credit Card 44.9 839.65 0 0 655.69 1495.34 Stayed 7890-VYYWG Male 67 Yes 0 Sutter 95982 39.172777 -121.805845 1 3 Offer E No Yes DSL 20 No No No No Yes No No Yes Month-to-Month Yes Credit Card 36.45 93.7 0 0 0 93.7 Churned Competitor Competitor had better devices 7892-POOKP Female 23 Yes 3 Los Angeles 90010 34.062125 -118.315709 0 28 Offer C Yes 4.89 Yes Yes Fiber Optic 47 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.8 3046.05 0 0 136.92 3182.97 Churned Other Moved 7892-QVYKW Female 25 Yes 1 El Cajon 92020 32.79697 -116.969082 10 23 None Yes 9.84 Yes Yes Fiber Optic 71 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 85.6 1868.4 0 0 226.32 2094.72 Stayed 7893-IXHRQ Male 53 No 0 Sacramento 95826 38.542532 -121.378826 0 1 None Yes 15.91 No No Month-to-Month No Bank Withdrawal 20.55 20.55 0 0 15.91 36.46 Churned Attitude Attitude of service provider 7895-VONWT Female 20 No 0 Manhattan Beach 90266 33.889632 -118.39737 0 25 Offer C No Yes Cable 59 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 48.25 1293.8 0 0 0 1293.8 Stayed 7898-PDWQE Male 22 Yes 0 Maxwell 95955 39.281194 -122.226568 2 71 Offer A Yes 18.04 Yes Yes DSL 41 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 80.4 5727.15 0 0 1280.84 7007.99 Stayed 7901-HXJVA Male 20 No 0 Chico 95928 39.681488 -121.83721 0 14 None Yes 18.46 No Yes Fiber Optic 26 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 76.45 1117.55 0 0 258.44 1375.99 Stayed 7901-IIDQV Male 28 No 0 San Diego 92119 32.802959 -117.027095 0 24 None Yes 7.52 Yes Yes Cable 85 No No No Yes No No No Yes One Year No Bank Withdrawal 54.6 1242.25 28.42 0 180.48 1394.31 Stayed 7901-TBKJX Male 76 No 0 Twentynine Palms 92278 34.457829 -116.139589 0 56 None Yes 5.19 Yes Yes Fiber Optic 16 No No Yes No Yes Yes No No Two Year Yes Bank Withdrawal 101.05 5594 0 10 290.64 5894.64 Stayed 7903-CMPEY Male 78 Yes 0 Corte Madera 94925 37.924014 -122.511694 1 1 None Yes 17.51 Yes Yes Fiber Optic 21 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.3 80.3 0 0 17.51 97.81 Churned Competitor Competitor had better devices 7905-NJMXS Male 68 Yes 0 Williams 95987 39.117537 -122.284654 2 7 None Yes 3.19 Yes Yes Cable 26 Yes Yes No Yes No No No Yes Two Year No Bank Withdrawal 64.2 475 0 0 22.33 497.33 Stayed 7905-TVXTA Female 63 No 0 Salinas 93907 36.77462 -121.664714 0 5 Offer E Yes 8.32 No Yes DSL 22 Yes No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 64.35 352.65 0 0 41.6 394.25 Stayed 7908-QCBCA Female 47 Yes 0 Atwater 95301 37.321233 -120.656354 1 1 Offer E Yes 33.46 No Yes Fiber Optic 12 No No No No No No No No Month-to-Month Yes Mailed Check 69.4 69.4 0 10 33.46 112.86 Churned Competitor Competitor had better devices 7909-FIOIY Female 21 Yes 1 Santa Clara 95051 37.348129 -121.98469 4 19 Offer D No Yes Cable 85 No No No No No No No Yes Month-to-Month Yes Credit Card 24.85 434.8 0 0 0 434.8 Stayed 7912-SYRQT Female 35 No 0 Los Angeles 90042 34.11572 -118.192754 0 7 Offer E Yes 18.99 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.1 552.95 0 0 132.93 685.88 Churned Competitor Competitor offered more data 7916-VCCPB Female 58 Yes 1 Parker Dam 92267 34.273872 -114.192901 6 16 Offer D Yes 40.03 No Yes Fiber Optic 20 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 73.25 1195.75 0 0 640.48 1836.23 Stayed 7919-ZODZZ Female 32 Yes 2 Antioch 94509 37.980057 -121.801599 1 10 Offer D Yes 42 No Yes DSL 14 No Yes Yes No No Yes Yes Yes One Year Yes Credit Card 65.9 660.05 0 0 420 1080.05 Stayed 7921-BEPCI Female 40 No 0 Rocklin 95765 38.823278 -121.281856 0 72 None Yes 12.63 Yes Yes DSL 23 Yes Yes No No No No No Yes Two Year No Bank Withdrawal 59.75 4265 0 0 909.36 5174.36 Stayed 7921-LMDFQ Male 69 No 0 Chula Vista 91910 32.636792 -117.054989 0 51 None Yes 4.14 No Yes Fiber Optic 21 No No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 94 4905.75 0 0 211.14 5116.89 Stayed 7923-IYJWY Male 68 No 0 Twain Harte 95383 38.107441 -120.230625 0 67 None Yes 44.56 Yes Yes Fiber Optic 29 Yes Yes Yes Yes Yes Yes No No Two Year Yes Credit Card 116.1 7839.85 0 40 2985.52 10865.37 Stayed 7924-GJZFI Female 75 Yes 0 Jackson 95642 38.336216 -120.76901 7 25 None Yes 38.59 No Yes Fiber Optic 24 No No No No No No No Yes Two Year Yes Bank Withdrawal 69.3 1813.1 0 0 964.75 2777.85 Stayed 7925-PNRGI Female 51 Yes 2 Chula Vista 91914 32.688506 -116.938632 9 45 Offer B Yes 10.21 Yes Yes DSL 11 Yes Yes Yes Yes Yes No No Yes Month-to-Month No Credit Card 81.3 3541.1 0 0 459.45 4000.55 Stayed 7926-IJOOU Male 50 No 0 San Francisco 94116 37.74441 -122.486764 0 1 Offer E Yes 16.36 No No Month-to-Month No Credit Card 19.3 19.3 0 0 16.36 35.66 Joined 7927-AUXBZ Female 45 No 0 Sun City 92586 33.707483 -117.200006 0 30 Offer C Yes 9.34 No Yes Fiber Optic 8 No No No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 85.15 2555.9 0 0 280.2 2836.1 Churned Attitude Attitude of support person 7928-VJYAB Male 44 Yes 1 Lemoore 93245 36.303666 -119.825657 9 11 Offer D Yes 38.48 No Yes Fiber Optic 19 No No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 90.6 1020.2 0 0 423.28 1443.48 Stayed 7929-DMBCV Female 45 Yes 0 Arroyo Grande 93420 35.176236 -120.483243 6 20 Offer D Yes 11.39 No Yes Fiber Optic 21 No No Yes Yes No No No Yes Month-to-Month Yes Mailed Check 81 1683.7 0 0 227.8 1911.5 Stayed 7929-SKFGK Male 23 Yes 0 Mentone 92359 34.103578 -117.04054 10 70 Offer A Yes 21.68 Yes Yes Fiber Optic 30 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 114.3 8244.3 0 0 1517.6 9761.9 Stayed 7931-PXHFC Male 46 No 0 Duarte 91010 34.145695 -117.95982 0 38 None Yes 46.21 No Yes Cable 14 No No Yes Yes No Yes Yes Yes One Year Yes Credit Card 62.3 2354.8 0 0 1755.98 4110.78 Churned Dissatisfaction Poor expertise of phone support 7932-WPTDS Female 77 Yes 0 San Diego 92126 32.886925 -117.152162 1 1 None No Yes DSL 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.8 24.8 0 0 0 24.8 Churned Competitor Competitor made better offer 7938-OUHIO Male 28 No 0 Mill Valley 94941 37.901371 -122.572024 0 3 Offer E Yes 32.76 No Yes Fiber Optic 73 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.7 293.65 0 0 98.28 391.93 Churned Attitude Attitude of service provider 7940-UQQUG Female 42 Yes 2 Thousand Oaks 91360 34.214054 -118.88109 4 64 None Yes 13.95 Yes Yes Fiber Optic 11 Yes No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.4 6721.6 0 0 892.8 7614.4 Stayed 7941-RCJOW Male 34 No 0 Tehama 96090 40.021787 -122.127576 0 65 Offer B Yes 44.7 No No Two Year Yes Credit Card 19.55 1218.65 0 0 2905.5 4124.15 Stayed 7943-RQCHR Female 34 No 0 Davis 95616 38.508735 -121.678813 0 9 Offer E Yes 10.07 Yes Yes Fiber Optic 26 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 94.75 889.9 0 30 90.63 1010.53 Churned Competitor Competitor offered more data 7945-HLKEA Female 29 No 0 Half Moon Bay 94019 37.45567 -122.407992 0 60 None Yes 37.95 Yes Yes DSL 27 Yes No Yes Yes No No No No One Year No Bank Withdrawal 64.75 4039.5 0 120 2277 6436.5 Stayed 7945-PRBVF Male 47 No 0 Nevada City 95959 39.333737 -120.858667 0 35 None Yes 17.2 No No Two Year No Bank Withdrawal 21.45 705.45 0 0 602 1307.45 Stayed 7950-XWOVN Male 60 No 0 Oxnard 93035 34.18454 -119.224666 0 11 Offer D No Yes DSL 22 No Yes Yes No No No No No Month-to-Month No Credit Card 34.7 383.55 22.53 150 0 511.02 Stayed 7951-QKZPL Female 21 Yes 0 Saint Helena 94574 38.581354 -122.296283 1 33 None Yes 35.31 Yes No Two Year Yes Credit Card 24.5 740.3 35.05 0 1165.23 1870.48 Churned Price Long distance charges 7951-VRDVK Female 26 No 0 Laguna Hills 92653 33.606899 -117.717854 0 36 None Yes 13.9 No Yes Cable 73 Yes Yes Yes Yes Yes Yes Yes No One Year No Bank Withdrawal 85.85 3003.55 0 0 500.4 3503.95 Stayed 7952-OBOYL Male 24 No 0 Upland 91786 34.105493 -117.660934 0 3 None Yes 25.1 No Yes Fiber Optic 59 No No Yes Yes Yes No Yes Yes Month-to-Month Yes Credit Card 89.85 244.45 0 0 75.3 319.75 Joined 7954-MLBUN Male 41 No 0 Santa Barbara 93111 34.460197 -119.802602 0 31 None Yes 10.05 No Yes Fiber Optic 14 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 99.45 3109.9 43.38 0 311.55 3378.07 Stayed 7956-XQWGU Male 43 No 0 Long Beach 90803 33.760458 -118.129725 0 27 None Yes 2.59 No No Month-to-Month Yes Credit Card 19.4 460.25 29.59 0 69.93 500.59 Stayed 7957-RYHQD Female 65 No 0 Bellflower 90706 33.887676 -118.127289 0 40 Offer B Yes 44.86 No Yes Fiber Optic 4 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 79.2 3233.85 0 0 1794.4 5028.25 Churned Price Price too high 7963-GQRMY Female 19 Yes 0 Los Angeles 90004 34.076259 -118.310715 1 3 Offer E Yes 44.46 No Yes DSL 51 No No No No No No Yes Yes Month-to-Month No Credit Card 44.3 134.5 0 0 133.38 267.88 Churned Price Extra data charges 7963-SHNDT Female 63 No 0 Redwood City 94062 37.410567 -122.297152 0 52 None No Yes DSL 7 Yes Yes No Yes No No No No Two Year No Credit Card 39.1 1982.1 0 130 0 2112.1 Stayed 7964-VEXDG Male 61 No 2 Anaheim 92802 33.807864 -117.923782 0 21 Offer D Yes 13.39 Yes Yes Fiber Optic 24 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 80.35 1747.2 0 0 281.19 2028.39 Stayed 7964-YESJC Female 21 Yes 0 Moorpark 93021 34.312945 -118.858169 6 24 None Yes 9.3 Yes Yes DSL 27 Yes Yes Yes No No No No Yes Month-to-Month No Credit Card 66.3 1559.45 32.59 0 223.2 1750.06 Stayed 7964-ZRKKG Male 44 Yes 0 Van Nuys 91411 34.17847 -118.459472 1 67 None Yes 37.6 Yes Yes Fiber Optic 23 No Yes No No Yes No No Yes One Year Yes Bank Withdrawal 88.4 5798.3 0 0 2519.2 8317.5 Stayed 7966-YOTQW Male 29 No 0 Nubieber 96068 41.082472 -121.195215 0 10 None Yes 33.98 Yes Yes DSL 59 Yes No No No No No No Yes Month-to-Month Yes Credit Card 54.5 568.2 0 0 339.8 908 Stayed 7967-HYCDE Male 26 No 0 Spring Valley 91978 32.730264 -116.950963 0 8 Offer E Yes 41.93 No Yes Fiber Optic 59 No No No No No No Yes Yes Month-to-Month No Bank Withdrawal 70.7 553.4 0 0 335.44 888.84 Stayed 7968-QUXNS Male 24 No 0 Dobbins 95935 39.381174 -121.21191 0 6 None Yes 27.54 No No Month-to-Month No Mailed Check 18.95 110.15 0 0 165.24 275.39 Stayed 7969-AULMZ Female 63 No 0 San Francisco 94104 37.791222 -122.402241 0 21 None Yes 9.06 Yes Yes Fiber Optic 10 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 97.35 2119.5 0 0 190.26 2309.76 Churned Other Moved 7969-FFOWG Male 30 Yes 0 Littlerock 93543 34.505273 -117.955054 2 65 Offer B Yes 18.07 No No Two Year No Credit Card 19.9 1292.6 0 0 1174.55 2467.15 Stayed 7971-HLVXI Male 62 Yes 2 San Bernardino 92404 34.183286 -117.221722 4 72 Offer A Yes 44 Yes Yes Fiber Optic 20 No No No No No Yes Yes Yes Two Year Yes Credit Card 84.5 6130.85 0 0 3168 9298.85 Stayed 7973-DZRKH Female 20 No 1 Riverside 92507 33.976328 -117.319786 0 66 Offer A Yes 27.09 Yes Yes Fiber Optic 51 Yes No Yes Yes No No No Yes Two Year Yes Credit Card 90.95 5930.05 0 0 1787.94 7717.99 Stayed 7975-JMZNT Male 19 Yes 0 Columbia 95310 38.085839 -120.37855 1 66 Offer A Yes 23.27 Yes Yes DSL 58 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 91.7 6075.9 0 0 1535.82 7611.72 Stayed 7975-TZMLR Male 37 No 0 Reedley 93654 36.636638 -119.421842 0 47 None Yes 16.64 Yes Yes Fiber Optic 8 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.1 4889.3 0 0 782.08 5671.38 Stayed 7976-CICYS Male 49 No 0 Woodland Hills 91367 34.178068 -118.615714 0 4 None Yes 27.04 No No Month-to-Month Yes Credit Card 20.7 83.75 0 0 108.16 191.91 Stayed 7977-HXJKU Male 45 No 2 Scotia 95565 40.440636 -124.098739 0 21 Offer D Yes 27.6 No No Two Year No Credit Card 19.6 397 0 0 579.6 976.6 Stayed 7978-DKUQH Female 26 Yes 0 Lake Elsinore 92532 33.705836 -117.318204 7 25 None Yes 37.1 No Yes Fiber Optic 82 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 74.6 1797.75 0 0 927.5 2725.25 Stayed 7979-CORPM Male 40 No 0 Oakdale 95361 37.785033 -120.776141 0 24 None Yes 35.93 Yes Yes Fiber Optic 5 No Yes No No Yes No No Yes Month-to-Month Yes Credit Card 90.55 2282.55 0 0 862.32 3144.87 Churned Other Don't know 7980-MHFLQ Female 42 Yes 3 Independence 93526 36.869584 -118.189241 5 72 Offer A Yes 18.21 Yes No Two Year No Credit Card 24.9 1859.2 0 0 1311.12 3170.32 Stayed 7982-VCELR Female 20 No 0 Ramona 92065 33.044541 -116.833922 0 36 None Yes 19.64 No Yes Fiber Optic 71 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 94.8 3565.65 30.26 0 707.04 4242.43 Stayed 7989-AWGEH Male 24 Yes 2 San Luis Obispo 93405 35.236549 -120.727344 8 49 Offer B No Yes DSL 47 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 39.2 1838.15 0 0 0 1838.15 Stayed 7989-CHGTL Male 52 No 0 San Diego 92122 32.85723 -117.209774 0 1 Offer E Yes 14.17 No No Month-to-Month Yes Credit Card 19.6 19.6 0 0 14.17 33.77 Churned Competitor Competitor made better offer 7989-VCQOH Male 29 Yes 1 Auberry 93602 36.991762 -119.242874 3 18 None Yes 10.29 No Yes DSL 59 Yes No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 83.25 1611.15 0 0 185.22 1796.37 Stayed 7993-NQLJE Male 39 Yes 1 Glenn 95943 39.597975 -122.032248 7 15 None Yes 32.73 No Yes Fiber Optic 17 Yes No No No No No No Yes Month-to-Month No Mailed Check 75.1 1151.55 0 0 490.95 1642.5 Stayed 7993-PYKOF Male 20 Yes 0 Rio Nido 95471 38.522328 -122.97932 1 8 None Yes 5.34 No Yes Fiber Optic 42 Yes No No No No No Yes Yes Month-to-Month No Bank Withdrawal 75 632.95 0 0 42.72 675.67 Churned Dissatisfaction Network reliability 7994-UYIVZ Male 62 Yes 0 Miramonte 93641 36.696759 -119.024051 1 8 Offer E Yes 39.59 Yes Yes Fiber Optic 16 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 85.65 659.45 0 70 316.72 1046.17 Stayed 7994-XIRTR Male 79 No 0 Roseville 95747 38.784329 -121.373245 0 54 Offer B Yes 5.14 No Yes DSL 6 No No Yes Yes No Yes No Yes One Year No Bank Withdrawal 65.25 3529.95 33.07 0 277.56 3774.44 Stayed 7995-ZHHNZ Male 56 Yes 0 Fullerton 92832 33.868316 -117.929029 1 42 Offer B Yes 20.65 Yes Yes DSL 25 Yes No No No No No No Yes One Year No Credit Card -7 2386.85 28.83 0 867.3 3225.32 Stayed 7996-BPXHY Female 44 Yes 3 San Francisco 94111 37.801776 -122.402293 5 13 None Yes 35.19 Yes No Two Year Yes Bank Withdrawal 25 332.5 0 0 457.47 789.97 Stayed 7996-MHXLW Female 51 No 0 Ocotillo 92259 32.698964 -115.886656 0 66 Offer A Yes 20.77 Yes No Two Year Yes Credit Card 25.15 1683.6 0 0 1370.82 3054.42 Stayed 7997-EASSD Female 56 Yes 0 Redwood City 94061 37.461251 -122.235414 1 63 Offer B Yes 38.85 Yes Yes Fiber Optic 27 No No No Yes No No No Yes One Year Yes Credit Card 81.2 4965.1 0 0 2447.55 7412.65 Stayed 7998-WNZEM Male 51 No 0 San Francisco 94131 37.746699 -122.442833 0 71 None Yes 12.27 Yes Yes DSL 21 Yes Yes Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 80.6 5708.2 0 0 871.17 6579.37 Stayed 7998-ZLXWN Female 21 Yes 0 Larkspur 94939 37.937082 -122.532369 3 15 None Yes 12.41 No No Month-to-Month No Credit Card 20.45 330.8 0 0 186.15 516.95 Stayed 8000-REIQB Female 73 No 0 San Diego 92117 32.825086 -117.199424 0 1 Offer E Yes 22.5 No Yes Fiber Optic 27 No No No No No No No No Month-to-Month Yes Bank Withdrawal 69.95 69.95 0 10 22.5 102.45 Churned Competitor Competitor made better offer 8003-EWNDZ Female 52 No 0 Philo 95466 39.094102 -123.500853 0 10 None Yes 10.46 No No Month-to-Month Yes Bank Withdrawal 21.2 222.65 0 0 104.6 327.25 Stayed 8006-PYCSW Female 60 No 0 Los Angeles 90040 33.994524 -118.149953 0 2 None Yes 35.5 No No Month-to-Month No Credit Card 20.1 39.8 0 0 71 110.8 Joined 8007-YYPWD Female 52 No 0 Homeland 92548 33.761894 -117.120868 0 15 None Yes 40.97 Yes No Two Year No Bank Withdrawal 25.05 369.1 0 0 614.55 983.65 Stayed 8008-ESFLK Female 43 Yes 0 Capitola 95010 36.977025 -121.952864 1 53 None Yes 6.68 No Yes Fiber Optic 25 Yes Yes Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 110.5 5835.5 0 0 354.04 6189.54 Stayed 8008-HAWED Male 38 No 0 Los Angeles 90027 34.127194 -118.295647 0 14 Offer D No Yes Cable 6 No No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 50.75 712.75 0 10 0 722.75 Churned Competitor Competitor had better devices 8008-OTEZX Female 30 Yes 2 Villa Park 92861 33.817473 -117.810462 1 35 Offer C Yes 18.29 No No One Year No Credit Card 19.65 708.8 0 0 640.15 1348.95 Stayed 8010-EZLOU Male 75 No 0 San Marino 91108 34.122671 -118.112911 0 15 None Yes 12.08 Yes Yes Fiber Optic 5 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.2 1217.25 0 0 181.2 1398.45 Churned Competitor Competitor offered higher download speeds 8012-SOUDQ Female 65 No 0 Los Angeles 90059 33.927254 -118.249826 0 43 Offer B Yes 12.58 Yes Yes Fiber Optic 26 No Yes No No Yes No No Yes One Year Yes Bank Withdrawal 90.25 3838.75 0 0 540.94 4379.69 Stayed 8015-IHCGW Female 53 Yes 1 Garden Grove 92844 33.766476 -117.969795 1 72 Offer A Yes 36.82 Yes Yes Fiber Optic 10 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 115.5 8425.15 42.29 0 2651.04 11033.9 Stayed 8016-NCFVO Male 70 No 0 Glendale 91203 34.153338 -118.262974 0 55 None Yes 29.3 Yes Yes Fiber Optic 10 Yes Yes Yes Yes Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 116.5 6382.55 0 0 1611.5 7994.05 Stayed 8016-ZMGMO Female 73 Yes 0 Colusa 95932 39.273096 -122.050763 0 66 None Yes 44.01 Yes Yes Cable 17 No Yes Yes No Yes No No Yes One Year Yes Bank Withdrawal 70.85 4738.85 0 0 2904.66 7643.51 Stayed 8017-LXHFA Female 77 No 0 San Diego 92130 32.957195 -117.202542 0 23 Offer D Yes 31.17 No Yes Fiber Optic 23 No Yes No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 94.75 2293.6 0 0 716.91 3010.51 Churned Competitor Competitor made better offer 8017-UVSZU Female 62 Yes 0 Calabasas 91302 34.130861 -118.68346 5 40 None Yes 48.29 Yes Yes DSL 23 No Yes No No No No No Yes Month-to-Month No Credit Card 56.6 2379.1 0 0 1931.6 4310.7 Stayed 8019-ENHXU Male 50 Yes 0 Oakland 94601 37.776523 -122.219268 1 42 Offer B Yes 34.65 Yes Yes Fiber Optic 9 No Yes Yes Yes No Yes Yes No Month-to-Month Yes Bank Withdrawal 99.45 4138.05 30.46 140 1455.3 5702.89 Churned Dissatisfaction Network reliability 8020-BWHYL Female 70 No 0 Montrose 91020 34.2112 -118.230625 0 15 None Yes 7.99 No Yes Fiber Optic 27 No Yes No No No No No Yes Month-to-Month Yes Credit Card 75.3 1147.45 0 0 119.85 1267.3 Churned Competitor Competitor offered more data 8022-BECSI Male 62 No 0 Santa Ysabel 92070 33.174725 -116.743329 0 22 None Yes 20.46 No No One Year No Credit Card 19.6 422.5 0 0 450.12 872.62 Stayed 8023-QHAIO Female 72 Yes 0 Corona 92882 33.819385 -117.600213 7 56 Offer B Yes 27.56 Yes Yes Fiber Optic 29 No No No Yes No No No No Month-to-Month Yes Bank Withdrawal 76.85 4275.75 0 120 1543.36 5939.11 Stayed 8024-XNAFQ Female 66 No 0 Isleton 95641 38.154823 -121.601358 0 72 None Yes 31.31 Yes Yes Fiber Optic 18 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 107.4 7748.75 0 0 2254.32 10003.07 Stayed 8028-PNXHQ Male 40 Yes 0 Downey 90242 33.921793 -118.140588 4 62 Offer B Yes 48.73 Yes No Two Year Yes Bank Withdrawal 24.25 1424.6 0 0 3021.26 4445.86 Stayed 8029-XYPWT Male 72 Yes 0 Anaheim 92806 33.83796 -117.870494 1 71 Offer A Yes 46.82 Yes Yes Fiber Optic 18 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 115.05 8016.6 0 0 3324.22 11340.82 Stayed 8033-ATFAS Female 32 Yes 2 San Mateo 94404 37.556094 -122.272437 4 39 Offer C Yes 48.14 No Yes Cable 23 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 59.85 2341.5 0 0 1877.46 4218.96 Stayed 8033-VCZGH Male 27 Yes 0 Tracy 95376 37.680968 -121.446049 0 50 None Yes 23.28 Yes Yes Fiber Optic 51 Yes No Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.95 5231.3 0 0 1164 6395.3 Stayed 8034-RYTVV Female 19 No 0 Rancho Santa Margarita 92688 33.624654 -117.611733 0 55 None Yes 44.85 Yes Yes Fiber Optic 48 Yes No Yes No No No No Yes One Year Yes Credit Card 84.25 4589.85 0 0 2466.75 7056.6 Stayed 8035-BUYVG Male 39 Yes 0 Running Springs 92382 34.186211 -117.07683 1 40 Offer B No Yes DSL 21 Yes Yes Yes No No No No Yes One Year Yes Bank Withdrawal 42.35 1716.45 0 0 0 1716.45 Churned Attitude Attitude of support person 8035-PWSEV Female 60 No 0 Hayward 94542 37.656695 -122.048361 0 6 Offer E Yes 35.88 No Yes Fiber Optic 10 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.25 487.05 0 0 215.28 702.33 Stayed 8039-ACLPL Female 29 Yes 0 Mather 95655 38.549822 -121.266725 6 72 Offer A Yes 12.32 No Yes DSL 59 Yes Yes Yes No No Yes Yes Yes Two Year No Credit Card 68.75 4888.2 0 0 887.04 5775.24 Stayed 8039-EQPIM Male 22 Yes 0 Spring Valley 91977 32.726627 -116.994608 7 69 None No Yes DSL 59 Yes No Yes Yes Yes Yes Yes No Two Year No Bank Withdrawal 60.25 4055.5 0 120 0 4175.5 Stayed 8040-MNRTF Female 47 No 0 Taft 93268 35.184837 -119.402525 0 1 None Yes 37.51 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month No Mailed Check 71.1 71.1 0 0 37.51 108.61 Joined 8041-TMEID Male 73 Yes 0 Corning 96021 39.913777 -122.289984 1 63 None Yes 37.12 Yes Yes Fiber Optic 18 Yes Yes Yes No Yes Yes Yes Yes Two Year No Credit Card 108.5 6991.9 0 0 2338.56 9330.46 Stayed 8042-JVNFH Male 23 No 0 Olancha 93549 36.296851 -117.865469 0 1 None Yes 35.28 No Yes Fiber Optic 51 No No No No No No Yes Yes Month-to-Month Yes Credit Card 71.35 71.35 0 0 35.28 106.63 Churned Attitude Attitude of support person 8042-RNLKO Male 40 No 0 Watsonville 95076 36.931654 -121.752383 0 66 Offer A Yes 32.22 Yes No One Year No Bank Withdrawal 25.45 1699.15 0 0 2126.52 3825.67 Stayed 8043-PNYSD Male 48 Yes 2 Lakehead 96051 40.883853 -122.418258 4 63 Offer B Yes 10.67 No No Two Year No Mailed Check 19.55 1245.6 0 0 672.21 1917.81 Stayed 8044-BGWPI Male 50 Yes 2 Ontario 91764 34.074087 -117.605618 8 12 Offer D Yes 33.9 No No Month-to-Month Yes Bank Withdrawal 21.15 306.05 0 0 406.8 712.85 Stayed 8046-DNVTL Male 56 Yes 0 Weott 95571 40.310119 -123.909449 8 62 Offer B No Yes Cable 29 Yes Yes No Yes No No No Yes Two Year Yes Credit Card -10 2345.55 0 0 0 2345.55 Stayed 8048-DSDFQ Male 63 No 0 Midway City 92655 33.744439 -117.98588 0 1 None Yes 13.08 No No Month-to-Month No Credit Card 20.2 20.2 0 0 13.08 33.28 Joined 8049-WJCLQ Male 50 Yes 2 Ducor 93218 35.846067 -119.004073 5 10 Offer D Yes 19.77 No Yes DSL 12 No No Yes No Yes No No Yes Month-to-Month No Credit Card 60.2 563.5 0 0 197.7 761.2 Stayed 8050-DVOJX Male 67 No 0 Keeler 93530 36.560498 -117.962461 0 49 Offer B Yes 43.19 Yes Yes Cable 10 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 81.35 4060.9 0 0 2116.31 6177.21 Stayed 8050-WYBND Female 55 No 2 Whittier 90606 33.976678 -118.065875 0 22 None No Yes DSL 29 No No Yes No Yes Yes Yes Yes One Year Yes Credit Card 49.45 1031.4 0 0 0 1031.4 Stayed 8050-XGRVL Female 22 Yes 3 Millville 96062 40.531257 -122.148139 5 62 Offer B Yes 32.92 No Yes DSL 71 Yes No Yes No No No No Yes One Year No Credit Card 54.75 3425.35 8.5 0 2041.04 5457.89 Stayed 8051-HJRLT Female 72 No 0 Wrightwood 92397 34.358321 -117.618263 0 1 Offer E Yes 18.2 No Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.55 70.55 0 0 18.2 88.75 Churned Attitude Attitude of service provider 8053-WWDRO Female 62 Yes 0 San Diego 92109 32.787836 -117.232376 1 6 None Yes 31.7 No No Month-to-Month No Bank Withdrawal 19.5 146.3 0 0 190.2 336.5 Churned Competitor Competitor made better offer 8058-DMYRU Male 69 No 0 Glendale 91208 34.195386 -118.238508 0 54 None Yes 18.58 Yes Yes Fiber Optic 14 No Yes No No No Yes No Yes Two Year Yes Bank Withdrawal -8 4931.8 0 0 1003.32 5935.12 Stayed 8058-INTPH Female 57 No 0 San Diego 92109 32.787836 -117.232376 0 1 None Yes 22.48 No Yes Fiber Optic 5 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.65 79.65 0 0 22.48 102.13 Churned Competitor Competitor made better offer 8058-JMEQO Female 76 No 0 San Diego 92121 32.898613 -117.202937 0 9 Offer E Yes 12.91 Yes Yes Fiber Optic 21 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 84.45 762.5 0 0 116.19 878.69 Churned Competitor Competitor made better offer 8059-UDZFY Female 73 No 2 Lucerne 95458 39.141934 -122.770679 0 33 Offer C Yes 12.75 Yes Yes Fiber Optic 19 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 105.35 3465.05 0 0 420.75 3885.8 Stayed 8060-HIWJJ Male 35 No 0 Lincoln 95648 38.922812 -121.312005 0 64 Offer B Yes 14.39 Yes Yes DSL 7 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 86.55 5632.55 0 0 920.96 6553.51 Stayed 8062-YBDOE Male 70 No 0 Canyon Country 91351 34.422519 -118.420717 0 1 None Yes 7.23 No Yes Fiber Optic 2 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.65 69.65 0 0 7.23 76.88 Churned Other Don't know 8063-GBATB Female 74 No 0 Cobb 95426 38.838088 -122.73203 0 27 None Yes 31.17 Yes Yes Fiber Optic 25 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.25 2287.25 0 0 841.59 3128.84 Churned Competitor Competitor had better devices 8063-RJYNF Male 27 No 0 Richmond 94804 37.921034 -122.341798 0 16 None Yes 20.44 No Yes Fiber Optic 59 Yes No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 94.25 1483.25 0 140 327.04 1950.29 Churned Competitor Competitor offered higher download speeds 8064-RAVOH Male 44 No 3 Oxnard 93030 34.223244 -119.18012 0 1 Offer E Yes 42.55 No Yes DSL 25 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 49.85 49.85 0 0 42.55 92.4 Joined 8065-BVEPF Male 80 No 0 Yorkville 95494 38.888351 -123.239647 0 65 Offer B Yes 18.23 No Yes Fiber Optic 3 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 99.1 6496.15 0 0 1184.95 7681.1 Stayed 8065-QBYTO Female 68 No 0 Pomona 91768 34.067932 -117.785168 0 71 Offer A Yes 3.91 Yes Yes Fiber Optic 12 Yes Yes No Yes Yes No No Yes One Year Yes Credit Card 99.65 7181.25 0 0 277.61 7458.86 Stayed 8065-YKXKD Female 39 No 0 San Diego 92126 32.886925 -117.152162 0 10 None Yes 5.63 Yes Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.75 799.65 0 0 56.3 855.95 Churned Other Don't know 8066-POXGX Female 28 No 0 Fresno 93720 36.878709 -119.7645 0 13 Offer D No Yes Cable 53 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal -3 446.1 0 0 0 446.1 Churned Attitude Attitude of service provider 8067-NIOYM Female 51 Yes 3 Irvine 92602 33.720359 -117.733655 9 24 Offer C Yes 20.6 No No Two Year Yes Credit Card 21.1 490.65 0 0 494.4 985.05 Stayed 8069-RHUXK Female 55 Yes 0 Fullerton 92832 33.868316 -117.929029 5 67 None No Yes Cable 30 Yes No No Yes No No No Yes Two Year No Credit Card 35.7 2545.7 0 0 0 2545.7 Stayed 8069-YQQAJ Male 63 No 0 Studio City 91604 34.139082 -118.39275 0 14 Offer D No Yes Cable 12 No Yes No No No No No Yes Month-to-Month Yes Mailed Check 31.1 419.7 0 0 0 419.7 Stayed 8070-AAWZP Male 68 Yes 0 Sheridan 95681 38.984756 -121.345074 3 24 None No Yes Cable 28 No No Yes Yes No No No Yes Two Year No Credit Card 34.25 828.2 0 0 0 828.2 Stayed 8071-SBTRN Female 63 No 0 Canoga Park 91304 34.224377 -118.632656 0 70 None Yes 23.15 Yes Yes Fiber Optic 17 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 111.15 7737.55 46.26 0 1620.5 9311.79 Stayed 8073-IJDCM Female 44 No 0 Rescue 95672 38.724322 -120.991237 0 1 Offer E Yes 26.37 No No Month-to-Month Yes Mailed Check 20.3 20.3 0 0 26.37 46.67 Churned Price Long distance charges 8075-GXIUB Male 79 Yes 0 Spring Valley 91978 32.730264 -116.950963 3 9 None Yes 22.79 No No One Year No Credit Card 19.85 183.15 0 0 205.11 388.26 Stayed 8076-FEZKJ Male 58 No 0 Silverado 92676 33.782346 -117.635263 0 10 None Yes 15.71 No No One Year No Credit Card 19.5 225.85 0 0 157.1 382.95 Stayed 8079-XRJRS Male 39 Yes 0 Pleasant Grove 95668 38.833554 -121.498102 5 65 Offer B Yes 49.33 Yes Yes Fiber Optic 16 Yes Yes Yes No No No No Yes One Year No Bank Withdrawal 89.75 5769.6 18.72 0 3206.45 8957.33 Churned Dissatisfaction Network reliability 8080-DDEMJ Male 71 No 0 Glendale 91204 34.136306 -118.26036 0 1 Offer E Yes 15.28 No Yes Cable 14 No No No No No No No Yes Month-to-Month No Bank Withdrawal 45.1 45.1 0 0 15.28 60.38 Churned Attitude Attitude of support person 8080-POTJR Female 59 No 0 Rancho Palos Verdes 90275 33.753146 -118.367459 0 30 Offer C Yes 6.74 Yes Yes DSL 18 Yes No Yes No Yes Yes Yes Yes One Year Yes Credit Card 79.3 2427.1 0 0 202.2 2629.3 Stayed 8082-GHXOP Male 20 No 1 Esparto 95627 38.834469 -122.127193 0 13 Offer D Yes 26.63 No Yes DSL 27 No No No No No No Yes Yes Month-to-Month No Credit Card 44 659.35 0 0 346.19 1005.54 Stayed 8083-YTZES Male 52 No 0 San Diego 92113 32.697098 -117.116587 0 4 None Yes 47.82 Yes Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.35 265.35 0 0 191.28 456.63 Churned Attitude Attitude of support person 8084-OIVBS Female 31 No 0 Clarksburg 95612 38.384648 -121.578701 0 11 Offer D Yes 46.49 No No One Year No Credit Card 20 211.95 0 0 511.39 723.34 Stayed 8085-MSNLK Female 21 Yes 0 San Jose 95124 37.257063 -121.923037 3 62 Offer B Yes 42.68 Yes Yes Fiber Optic 51 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 113.95 6891.4 0 0 2646.16 9537.56 Stayed 8086-OVPWV Male 58 No 0 San Diego 92117 32.825086 -117.199424 0 2 None Yes 26.47 No Yes Fiber Optic 10 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 80.2 181.1 0 10 52.94 244.04 Churned Competitor Competitor made better offer 8087-LGYHQ Male 40 No 0 Crestline 92325 34.248061 -117.29028 0 9 Offer E Yes 15.53 No Yes Fiber Optic 14 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.05 811.65 0 0 139.77 951.42 Stayed 8089-UZWLX Female 75 No 0 El Nido 95317 37.127386 -120.506422 0 71 Offer A Yes 47.86 Yes Yes Fiber Optic 16 No No Yes No Yes Yes No Yes Two Year No Bank Withdrawal 104.05 7413.55 0 0 3398.06 10811.61 Stayed 8091-TTVAX Male 39 Yes 0 Los Angeles 90014 34.043144 -118.251977 7 58 Offer B Yes 5.69 Yes Yes Fiber Optic 10 No No Yes No Yes Yes Yes Yes One Year No Credit Card 100.35 5681.1 0 0 330.02 6011.12 Stayed 8092-NLTGF Male 25 No 0 Reseda 91335 34.200175 -118.540958 0 72 Offer A Yes 29.29 Yes No Two Year No Bank Withdrawal 24.75 1777.6 0 0 2108.88 3886.48 Stayed 8095-WANWK Female 46 No 0 Kettleman City 93239 35.996923 -120.000951 0 10 Offer D Yes 3.55 No Yes DSL 29 No No No No No No No No Month-to-Month No Credit Card 45.25 428.7 44.9 0 35.5 419.3 Stayed 8096-LOIST Female 57 No 0 Stirling City 95978 39.904002 -121.527823 0 19 Offer D Yes 40.22 No Yes Cable 22 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 56.2 1093.4 0 0 764.18 1857.58 Stayed 8097-OMULG Male 63 Yes 2 San Jose 95116 37.350284 -121.852855 1 59 None Yes 15.94 No Yes DSL 19 No Yes Yes Yes Yes Yes Yes Yes One Year No Credit Card 76.75 4541.9 0 0 940.46 5482.36 Stayed 8097-VBQTZ Male 61 No 0 Anaheim 92806 33.83796 -117.870494 0 54 Offer B Yes 27.62 No Yes Cable 24 Yes Yes No Yes Yes No No Yes Month-to-Month Yes Credit Card 69.9 3883.3 0 0 1491.48 5374.78 Stayed 8098-LLAZX Female 74 No 0 San Diego 92122 32.85723 -117.209774 0 4 Offer E Yes 31.61 Yes Yes Fiber Optic 2 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 95.45 396.1 0 0 126.44 522.54 Churned Competitor Competitor made better offer 8098-TDCBU Female 55 Yes 0 North Fork 93643 37.244307 -119.470256 9 42 None Yes 33.63 Yes No Two Year No Bank Withdrawal 25.25 1108.2 0 0 1412.46 2520.66 Stayed 8099-MZPUJ Male 49 Yes 2 Carmel 93923 36.460611 -121.852507 10 48 None Yes 12.57 Yes Yes Fiber Optic 18 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 111.8 5443.65 0 0 603.36 6047.01 Stayed 8100-HZZLJ Female 26 No 1 Indio 92201 33.713891 -116.237257 0 43 None Yes 5.6 No Yes Cable 30 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 63.95 2737.05 0 0 240.8 2977.85 Stayed 8100-PNJMH Male 39 Yes 0 Glennville 93226 35.735694 -118.738483 2 68 None Yes 41.61 Yes Yes Cable 14 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 88.85 6132.7 0 0 2829.48 8962.18 Stayed 8104-OSKWT Female 61 No 0 Anaheim 92804 33.818 -117.974404 0 12 Offer D Yes 14.42 Yes Yes Fiber Optic 14 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 79.8 1001.2 21.53 0 173.04 1152.71 Stayed 8106-GWQOK Male 47 Yes 0 Warner Springs 92086 33.323705 -116.626907 5 38 None No Yes Cable 25 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 60 2193.2 0 0 0 2193.2 Stayed 8107-KNCIM Male 73 Yes 0 San Francisco 94111 37.801776 -122.402293 8 14 None Yes 45.46 Yes Yes Fiber Optic 4 No No No No No No No Yes Two Year Yes Bank Withdrawal 75.1 1013.35 0 0 636.44 1649.79 Stayed 8107-RZLNV Male 22 Yes 0 South Gate 90280 33.944624 -118.192615 10 72 None Yes 15.09 Yes Yes Fiber Optic 85 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 106.3 7565.35 0 0 1086.48 8651.83 Stayed 8108-UXRQN Female 23 Yes 1 Lawndale 90260 33.88856 -118.351813 1 11 None No Yes Cable 41 Yes No No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 50.55 565.35 0 0 0 565.35 Stayed 8109-YUOHE Male 58 No 0 Porter Ranch 91326 34.281911 -118.556218 0 17 None Yes 36.47 No Yes Cable 15 Yes Yes No No No No No Yes One Year No Credit Card 56.1 946.95 0 0 619.99 1566.94 Stayed 8111-BKVDS Female 31 No 0 Escondido 92027 33.141265 -116.967221 0 10 Offer D No Yes DSL 24 Yes Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 40.7 449.3 0 0 0 449.3 Stayed 8111-RKSPX Male 20 No 0 Santa Rosa 95401 38.460517 -122.790335 0 4 Offer E Yes 29.98 Yes Yes Fiber Optic 71 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 72.2 305.55 0 0 119.92 425.47 Churned Dissatisfaction Service dissatisfaction 8111-SLLHI Male 65 Yes 0 San Jose 95128 37.316146 -121.936285 1 39 None Yes 33.25 Yes Yes Fiber Optic 26 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.65 4284.8 0 0 1296.75 5581.55 Churned Attitude Attitude of support person 8118-LSUEL Male 74 No 0 Roseville 95678 38.759751 -121.288545 0 23 None Yes 17.62 Yes Yes Fiber Optic 29 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 106.4 2483.5 0 0 405.26 2888.76 Churned Dissatisfaction Product dissatisfaction 8118-TJAFG Male 33 Yes 1 Gardena 90247 33.890853 -118.297967 1 9 None Yes 36.94 No Yes Fiber Optic 16 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.5 906.85 0 0 332.46 1239.31 Stayed 8120-JDCAM Male 42 Yes 1 Vallejo 94589 38.161321 -122.271588 1 4 None Yes 37.23 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Credit Card 69.55 284.9 0 0 148.92 433.82 Stayed 8123-QBNAZ Female 39 Yes 1 Scott Bar 96085 41.737962 -123.07557 4 36 None Yes 43.7 Yes Yes Fiber Optic 26 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 104.5 3684.95 0 0 1573.2 5258.15 Stayed 8124-NZVGJ Female 29 No 0 Baker 92309 35.28952 -116.092214 0 6 None No Yes Cable 48 No No No Yes Yes Yes Yes Yes One Year Yes Credit Card 49.25 255.6 0 0 0 255.6 Stayed 8125-QPFJD Female 36 Yes 0 Greenview 96037 41.528541 -122.955018 7 72 None Yes 1.34 Yes Yes DSL 19 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.9 6065.3 0 0 96.48 6161.78 Stayed 8128-YVJRG Female 61 No 0 Berkeley 94709 37.878554 -122.26609 0 7 None Yes 40.32 Yes Yes Fiber Optic 18 Yes No No No No No No Yes Month-to-Month Yes Credit Card 79.65 604.7 0 0 282.24 886.94 Churned Attitude Attitude of support person 8129-GMVGI Female 58 Yes 3 San Bruno 94066 37.624436 -122.430661 10 56 None Yes 35.38 No No Two Year No Credit Card 20.05 1090.1 0 0 1981.28 3071.38 Stayed 8132-YPVBX Female 28 No 0 Salinas 93907 36.77462 -121.664714 0 6 None Yes 40.64 No Yes Fiber Optic 51 No Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 85.95 514.6 0 0 243.84 758.44 Stayed 8133-ANHHJ Female 77 No 0 Ventura 93003 34.279221 -119.221437 0 49 Offer B Yes 36.47 Yes Yes Fiber Optic 21 Yes Yes Yes Yes No Yes Yes Yes One Year No Bank Withdrawal 103 5166.2 0 0 1787.03 6953.23 Stayed 8138-EALND Male 35 No 0 Laguna Hills 92653 33.606899 -117.717854 0 15 None Yes 3.49 No No Month-to-Month No Credit Card 19.75 311.6 0 0 52.35 363.95 Stayed 8143-ETQTI Female 24 Yes 3 Bakersfield 93313 35.140938 -119.051348 9 23 Offer D Yes 1.88 No No Two Year Yes Credit Card 19.65 451.55 0 0 43.24 494.79 Stayed 8144-DGHXP Female 46 No 0 Gridley 95948 39.346898 -121.759537 0 54 None Yes 36.68 No Yes DSL 28 Yes No Yes Yes Yes Yes Yes No Two Year No Bank Withdrawal 80.6 4299.95 0 140 1980.72 6420.67 Stayed 8146-QQKZH Female 25 Yes 0 El Sobrante 94803 37.963995 -122.288296 4 71 Offer A Yes 6.23 No Yes DSL 58 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 81.85 5924.4 0 0 442.33 6366.73 Stayed 8148-BPLZQ Male 34 No 0 Jacumba 91934 32.649787 -116.2237 0 34 None Yes 4.89 No Yes Cable 27 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 49.8 1734.2 0 70 166.26 1970.46 Stayed 8148-NLEGT Female 47 Yes 3 Pinecrest 95364 38.224869 -119.755729 1 42 None Yes 13.95 Yes No Two Year No Bank Withdrawal 22.95 1014.25 0 0 585.9 1600.15 Stayed 8148-WOCMK Male 54 Yes 3 Castaic 91384 34.506627 -118.699048 1 8 Offer E Yes 13.43 No No Two Year No Credit Card 19.6 125 0 0 107.44 232.44 Stayed 8149-AIQCG Male 43 No 0 Redondo Beach 90278 33.873395 -118.37019 0 39 Offer C Yes 8.69 Yes Yes Fiber Optic 24 No No No No No No No Yes Month-to-Month Yes Credit Card 73.15 2730.85 0 0 338.91 3069.76 Stayed 8149-RSOUN Female 49 No 0 Dorris 96023 41.949216 -122.050062 0 1 Offer E Yes 16.15 Yes Yes Fiber Optic 12 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.85 93.85 0 0 16.15 110 Churned Competitor Competitor offered more data 8150-QUDFX Male 27 No 0 Rohnert Park 94928 38.34719 -122.697822 0 2 Offer E Yes 27.47 No No Month-to-Month No Credit Card 19.85 51.6 0 0 54.94 106.54 Joined 8152-UOBNY Female 66 No 0 Mineral 96063 40.408796 -121.579609 0 50 Offer B Yes 10.6 Yes Yes Fiber Optic 14 No Yes No Yes Yes Yes No Yes One Year Yes Bank Withdrawal 106.8 5347.95 0 0 530 5877.95 Stayed 8152-VETUR Female 26 Yes 0 Bishop 93514 37.04584 -118.397236 7 72 Offer A Yes 28.59 Yes Yes Fiber Optic 58 No Yes No No Yes Yes Yes Yes Two Year Yes Credit Card 97.7 6869.7 0 0 2058.48 8928.18 Stayed 8155-IBNHG Female 55 Yes 0 San Diego 92103 32.747484 -117.166877 1 24 None Yes 17.73 Yes Yes Fiber Optic 29 No No No No No No No Yes Month-to-Month Yes Credit Card 75.4 1747.85 0 0 425.52 2173.37 Churned Attitude Attitude of support person 8158-WPEZG Male 20 No 0 Los Angeles 90061 33.92128 -118.274186 0 11 None No Yes DSL 73 No Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 35.65 425.1 0 0 0 425.1 Stayed 8160-HOWOX Female 30 No 0 San Bernardino 92407 34.250069 -117.393949 0 7 None Yes 48.16 No Yes DSL 85 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 66.85 458.1 0 0 337.12 795.22 Stayed 8161-QYMTT Male 55 No 0 Santa Maria 93454 34.943523 -120.256729 0 7 None Yes 7.37 Yes Yes Fiber Optic 6 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.1 701.3 0 0 51.59 752.89 Stayed 8164-OCKUJ Female 45 Yes 2 Magalia 95954 39.933852 -121.584371 1 59 Offer B Yes 2.47 No No Two Year No Credit Card 20.6 1286 0 0 145.73 1431.73 Stayed 8165-CBKXO Male 35 Yes 3 Los Angeles 90022 34.02381 -118.156582 4 66 None No Yes Cable 25 No Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 56.75 3708.4 0 0 0 3708.4 Stayed 8165-ZJRNM Female 62 Yes 1 Pittsburg 94565 38.006047 -121.916834 7 72 Offer A Yes 21.14 Yes No Two Year No Bank Withdrawal 23.75 1679.25 0 0 1522.08 3201.33 Stayed 8166-ORCHU Male 73 Yes 0 Oakland 94605 37.758019 -122.138678 10 33 None Yes 44.54 No Yes Fiber Optic 18 Yes Yes No Yes No Yes No Yes One Year Yes Bank Withdrawal 93.55 3055.5 0 0 1469.82 4525.32 Stayed 8166-ZZTFS Female 74 Yes 0 Roseville 95661 38.736685 -121.251984 1 66 None Yes 21.7 Yes Yes Cable 3 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 80.55 5265.1 0 0 1432.2 6697.3 Churned Attitude Attitude of support person 8167-GJLRN Male 19 No 0 La Crescenta 91214 34.239636 -118.245259 0 3 None No Yes DSL 59 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 30.4 82.15 0 0 0 82.15 Joined 8168-UQWWF Female 48 No 2 Los Angeles 90042 34.11572 -118.192754 0 11 None Yes 27.57 Yes Yes Cable 18 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 97.85 1105.4 0 0 303.27 1408.67 Churned Competitor Competitor offered more data 8169-SAEJD Male 79 Yes 0 Lancaster 93535 34.712708 -117.889656 10 69 Offer A No Yes DSL 12 Yes Yes No No Yes Yes Yes No Two Year No Credit Card 56.55 3952.65 0 40 0 3992.65 Stayed 8173-RXAYP Female 51 Yes 1 Mcarthur 96056 41.10831 -121.360362 8 24 None Yes 30.41 No No Two Year No Credit Card 19.7 452.55 0 0 729.84 1182.39 Stayed 8174-LNWMW Female 52 No 0 Tustin 92782 33.738543 -117.785046 0 31 None Yes 26.16 No No Two Year No Credit Card 20.9 689.35 0 0 810.96 1500.31 Stayed 8174-TBVCF Female 30 Yes 0 Stanton 90680 33.801869 -117.995068 7 70 Offer A Yes 26.47 Yes Yes DSL 59 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 94.8 6859.05 0 0 1852.9 8711.95 Stayed 8178-EYZUO Male 48 No 0 San Francisco 94105 37.789168 -122.395009 0 46 None Yes 15.78 Yes Yes Fiber Optic 3 Yes Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.7 4154.8 0 0 725.88 4880.68 Churned Price Extra data charges 8180-AKMJV Female 27 No 0 Litchfield 96117 40.507272 -120.338228 0 1 Offer E Yes 23.04 No Yes Cable 82 No No No No No No No Yes Month-to-Month Yes Credit Card 44.55 44.55 0 0 23.04 67.59 Joined 8181-YHCMF Female 44 Yes 0 La Mesa 91941 32.759327 -116.99726 8 68 None No Yes DSL 15 No Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 60.3 4109 0 0 0 4109 Stayed 8182-BJDSI Female 56 No 0 Santa Ana 92705 33.766004 -117.786763 0 28 Offer C Yes 30.28 Yes Yes Fiber Optic 30 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.95 2625.55 0 0 847.84 3473.39 Churned Attitude Attitude of service provider 8182-PNAGI Male 50 No 0 Pico Rivera 90660 33.989524 -118.089299 0 12 None Yes 46.58 No Yes DSL 26 No No No Yes No No No No Month-to-Month No Bank Withdrawal 50.25 593.75 0 120 558.96 1272.71 Churned Price Extra data charges 8183-ONMXC Female 41 No 0 San Diego 92117 32.825086 -117.199424 0 2 None Yes 5.11 No Yes Fiber Optic 6 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal -1 159.45 0 0 10.22 169.67 Churned Competitor Competitor made better offer 8184-WMOFI Male 47 Yes 0 Fresno 93702 36.739385 -119.753649 0 62 None Yes 14.05 No Yes DSL 25 Yes No Yes Yes No Yes Yes Yes One Year No Credit Card 71.4 4487.3 0 0 871.1 5358.4 Stayed 8185-UPYBR Male 33 Yes 0 Hermosa Beach 90254 33.86532 -118.396336 4 6 None Yes 21.23 Yes Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.5 438 0 0 127.38 565.38 Churned Dissatisfaction Product dissatisfaction 8189-DUKMV Female 52 Yes 0 Rancho Cordova 95742 38.591134 -121.161585 8 4 None Yes 44.73 No No One Year No Bank Withdrawal 20.5 79.05 0 0 178.92 257.97 Stayed 8189-HBVRW Female 50 No 0 Los Angeles 90005 34.059281 -118.30742 0 53 None Yes 2.51 Yes Yes Fiber Optic 19 Yes Yes Yes No No No No No Month-to-Month No Bank Withdrawal 90.8 4921.2 0 60 133.03 5114.23 Stayed 8189-XRIKE Female 80 No 0 Newark 94560 37.504133 -122.032347 0 32 Offer C Yes 31.57 No Yes Fiber Optic 4 No No No No Yes Yes No Yes Two Year No Bank Withdrawal 90.95 2897.95 25.55 0 1010.24 3882.64 Stayed 8190-ZTQFB Male 50 No 0 Bieber 96009 41.083464 -121.107929 0 41 None No Yes Cable 8 No No Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 51.35 2075.1 0 80 0 2155.1 Stayed 8191-XWSZG Female 57 No 0 Los Angeles 90018 34.028735 -118.317236 0 52 Offer B Yes 22.55 No No One Year No Mailed Check 20.65 1022.95 0 0 1172.6 2195.55 Stayed 8194-PEEBY Female 38 Yes 3 Irvine 92604 33.688546 -117.788091 1 24 Offer C Yes 4.47 No No One Year No Credit Card 19.9 533.5 0 0 107.28 640.78 Stayed 8197-BFWVU Female 62 Yes 0 Lake Isabella 93240 35.607875 -118.466318 2 72 Offer A Yes 1.72 Yes Yes Cable 7 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 93.25 6688.95 0 0 123.84 6812.79 Stayed 8198-RKSZG Female 43 Yes 3 El Cerrito 94530 37.924838 -122.289145 8 14 Offer D Yes 9.77 Yes Yes DSL 21 No Yes No Yes Yes Yes Yes Yes Month-to-Month No Credit Card 80.45 1137.05 0 0 136.78 1273.83 Stayed 8199-ZLLSA Male 53 No 0 Tujunga 91042 34.296574 -118.244839 0 67 None Yes 22.66 Yes Yes Fiber Optic 27 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 118.35 7804.15 0 0 1518.22 9322.37 Churned Competitor Competitor had better devices 8200-KLNYW Female 55 Yes 0 San Geronimo 94963 38.00474 -122.663717 7 21 None Yes 11.27 No Yes DSL 19 Yes No Yes Yes Yes Yes Yes No One Year No Credit Card 80.9 1714.95 0 60 236.67 2011.62 Stayed 8200-LGKSR Male 47 Yes 0 Azusa 91702 34.174493 -117.87068 6 71 None Yes 35.09 Yes Yes DSL 12 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 83.2 6126.1 0 0 2491.39 8617.49 Stayed 8201-AAXCB Male 55 Yes 3 Ontario 91764 34.074087 -117.605618 1 25 None Yes 25.87 Yes Yes Cable 76 No No No No Yes No No No Month-to-Month No Bank Withdrawal 60.35 1404.65 0 10 646.75 2061.4 Stayed 8203-XJZRC Male 44 No 0 Chula Vista 91914 32.688506 -116.938632 0 1 Offer E Yes 40.46 No No Month-to-Month No Credit Card 20.25 20.25 0 0 40.46 60.71 Joined 8204-TIFGJ Female 38 No 0 June Lake 93529 37.730269 -119.055813 0 23 None Yes 16.26 No No Month-to-Month Yes Bank Withdrawal 20.3 470.6 0 0 373.98 844.58 Stayed 8204-YJCLA Male 78 Yes 0 San Ysidro 92173 32.555828 -117.040073 1 72 Offer A No Yes DSL 24 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 64.8 4732.35 0 0 0 4732.35 Stayed 8205-MQUGY Male 39 Yes 3 Sacramento 95834 38.646209 -121.52446 8 12 Offer D Yes 9.58 No Yes Cable 57 Yes No No No No No No No Month-to-Month Yes Bank Withdrawal 49.2 571.15 0 80 114.96 766.11 Stayed 8205-OTCHB Male 51 No 0 Riverside 92506 33.930931 -117.361788 0 22 Offer D No Yes DSL 16 No Yes Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 43.75 903.6 0 0 0 903.6 Churned Dissatisfaction Network reliability 8205-VSLRB Male 22 Yes 0 Greenview 96037 41.528541 -122.955018 2 70 None Yes 4.8 Yes Yes Cable 41 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 77.3 5498.2 26.87 0 336 5807.33 Stayed 8207-DMRVL Male 47 Yes 3 Yorba Linda 92886 33.897253 -117.792202 1 72 None Yes 21.89 Yes Yes Fiber Optic 58 Yes Yes Yes Yes Yes Yes Yes No Two Year No Bank Withdrawal 114.55 8306.05 21.6 40 1576.08 9900.53 Stayed 8207-VVMYB Female 44 Yes 0 Clayton 94517 37.881842 -121.848111 1 70 None Yes 14.15 Yes No Two Year Yes Bank Withdrawal 26 2006.95 0 0 990.5 2997.45 Stayed 8208-EUMTE Male 45 No 0 Villa Park 92861 33.817473 -117.810462 0 16 None No Yes DSL 27 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 54.85 916.15 0 0 0 916.15 Stayed 8212-CRQXP Female 20 Yes 0 Alviso 95002 37.449537 -121.994813 1 22 None Yes 45.1 No Yes Fiber Optic 41 No No No No Yes No No No Month-to-Month Yes Credit Card 80 1706.45 0 50 992.2 2748.65 Stayed 8212-DJRCH Male 33 Yes 1 Newbury Park 91320 34.172071 -118.946262 1 5 None Yes 15.01 No Yes Fiber Optic 19 Yes No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 90.35 434.5 17.33 0 75.05 492.22 Stayed 8213-TAZPM Female 45 Yes 1 Lemon Grove 91945 32.733564 -117.033713 5 69 Offer A Yes 46.45 Yes Yes Fiber Optic 26 No Yes Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 108.75 7493.05 0 100 3205.05 10798.1 Stayed 8215-NGSPE Female 63 Yes 1 Oxnard 93035 34.18454 -119.224666 3 42 Offer B Yes 3.14 No No Two Year No Credit Card 20 833.55 0 0 131.88 965.43 Stayed 8216-AZUUZ Female 42 Yes 3 San Francisco 94118 37.781304 -122.461522 1 42 None Yes 12.6 No Yes Fiber Optic 26 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 100.4 4303.65 0 0 529.2 4832.85 Stayed 8217-QYOHV Male 27 No 0 Burbank 91505 34.174215 -118.345928 0 5 Offer E Yes 30.92 No Yes Cable 41 Yes No No Yes No No Yes Yes Month-to-Month Yes Credit Card 55.75 266.95 0 0 154.6 421.55 Stayed 8218-FFJDS Female 21 Yes 0 Georgetown 95634 38.9386 -120.785514 6 72 None Yes 15.35 Yes Yes DSL 41 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 86.4 6058.95 0 0 1105.2 7164.15 Stayed 8219-VYBVI Male 52 No 3 Rancho Santa Fe 92067 33.012751 -117.200617 0 39 None Yes 49.95 Yes No Two Year No Credit Card 25 1004.35 0 0 1948.05 2952.4 Stayed 8220-OCUFY Female 30 No 0 Perris 92571 33.828289 -117.201666 0 21 None Yes 7.41 No Yes DSL 51 Yes No Yes Yes No No No Yes One Year Yes Bank Withdrawal 60.25 1258.35 0 0 155.61 1413.96 Stayed 8221-EQDGL Male 27 Yes 0 Alleghany 95910 39.467828 -120.841386 4 35 None Yes 25.32 No Yes DSL 30 Yes Yes Yes No No No No Yes Month-to-Month No Credit Card 61 2130.45 10.7 0 886.2 3005.95 Stayed 8221-HVAYI Male 60 Yes 0 Gustine 95322 37.147198 -121.120161 0 35 Offer C Yes 5.06 Yes Yes Cable 20 Yes Yes Yes Yes No No No Yes Two Year Yes Credit Card 69.15 2490.15 0 0 177.1 2667.25 Stayed 8224-DWCKX Male 78 No 0 Burlingame 94010 37.57028 -122.365778 0 12 None Yes 43.4 Yes Yes Fiber Optic 24 No No No No No No No Yes Two Year Yes Credit Card 73.3 828.05 0 0 520.8 1348.85 Stayed 8224-IVVPA Female 35 No 0 Caliente 93518 35.358953 -118.527064 0 27 None Yes 25.21 No Yes DSL 9 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 56.7 1652.95 0 0 680.67 2333.62 Stayed 8224-KDLKN Male 22 Yes 2 Sacramento 95825 38.590035 -121.412455 3 72 Offer A Yes 19.04 Yes No Two Year No Bank Withdrawal 25 1738.9 0 0 1370.88 3109.78 Stayed 8224-UAXBZ Female 55 Yes 0 Sacramento 95827 38.549185 -121.328386 7 58 None No Yes DSL 29 Yes Yes No No Yes No No Yes One Year Yes Bank Withdrawal 45.35 2540.1 4.08 0 0 2536.02 Stayed 8225-BTJAU Male 75 No 0 Stinson Beach 94970 37.921137 -122.657562 0 10 Offer D Yes 7.51 No Yes Fiber Optic 18 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 79.25 793.55 0 0 75.1 868.65 Churned Competitor Competitor had better devices 8226-BXGES Male 30 Yes 0 Gardena 90249 33.90139 -118.315697 5 64 Offer B Yes 13.8 Yes Yes Fiber Optic 48 Yes Yes Yes No No No No Yes One Year No Bank Withdrawal 89.45 5692.65 0 0 883.2 6575.85 Stayed 8229-BUJHX Female 60 Yes 1 Chula Vista 91911 32.607964 -117.059459 8 71 None Yes 11.13 No No Two Year No Bank Withdrawal 20.5 1500.95 0 0 790.23 2291.18 Stayed 8229-MYEJZ Female 44 No 0 Upland 91786 34.105493 -117.660934 0 10 Offer D Yes 45.56 No Yes DSL 17 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 51.2 498.25 0 0 455.6 953.85 Stayed 8229-TNIQA Female 36 No 0 Pasadena 91105 34.13946 -118.166649 0 4 Offer E Yes 39.9 No Yes Cable 20 No No No No No No No Yes Month-to-Month Yes Credit Card 45.3 196.95 0 0 159.6 356.55 Churned Other Don't know 8231-BSWXX Male 44 No 0 Mojave 93501 35.097323 -118.171288 0 71 Offer A Yes 41.34 Yes Yes Fiber Optic 10 No Yes No No No No No Yes One Year Yes Credit Card 79.05 5552.5 0 0 2935.14 8487.64 Stayed 8232-CTLKO Female 58 Yes 2 Ocotillo 92259 32.698964 -115.886656 9 66 Offer A Yes 8.39 No Yes DSL 16 Yes No No No Yes No No Yes Two Year Yes Bank Withdrawal 59.75 3996.8 0 0 553.74 4550.54 Stayed 8232-UTFOZ Male 24 No 0 Glendora 91740 34.119363 -117.855059 0 69 None Yes 7.18 No No Two Year No Credit Card 19.95 1399.35 0 0 495.42 1894.77 Stayed 8234-GSZYK Male 39 No 0 Albion 95410 39.225694 -123.717354 0 43 None Yes 28.9 Yes No Two Year No Bank Withdrawal 26.45 1110.05 0 0 1242.7 2352.75 Stayed 8237-ULIXL Female 21 Yes 0 San Francisco 94116 37.74441 -122.486764 1 72 Offer A Yes 13.27 Yes No Two Year No Credit Card 24.85 1871.85 0 0 955.44 2827.29 Stayed 8241-JUIQO Female 24 No 0 Sunnyvale 94086 37.378541 -122.020456 0 61 Offer B Yes 25.91 No No One Year No Bank Withdrawal 19.45 1336.35 0 0 1580.51 2916.86 Stayed 8242-JSVBO Male 22 No 0 Mountain Ranch 95246 38.264262 -120.515133 0 7 None Yes 26.76 No Yes DSL 46 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.65 322.5 0 0 187.32 509.82 Stayed 8242-PDSGJ Male 47 Yes 0 Chilcoot 96105 39.872961 -120.198876 1 70 None No Yes DSL 18 Yes No Yes Yes No No No Yes Two Year Yes Credit Card 39.15 2692.75 0 0 0 2692.75 Stayed 8242-SOQUO Female 73 No 0 Oakland 94619 37.787186 -122.14633 0 5 Offer E Yes 14.22 No Yes Fiber Optic 4 No Yes No No Yes No No Yes One Year Yes Bank Withdrawal 84.7 392.5 41.2 0 71.1 422.4 Stayed 8245-UMPYT Female 66 No 0 Lockwood 93932 35.989792 -121.055933 0 16 None Yes 32.11 Yes Yes Fiber Optic 14 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 96.4 1581.2 47.2 0 513.76 2047.76 Churned Dissatisfaction Poor expertise of phone support 8246-SHFGA Male 24 No 0 Mount Shasta 96067 41.33832 -122.290756 0 17 None Yes 34.02 No No Month-to-Month No Credit Card 21.1 385.55 0 0 578.34 963.89 Stayed 8249-THVEC Male 38 Yes 3 Los Angeles 90041 34.137412 -118.207607 3 51 None Yes 37.63 No No One Year No Credit Card 19.4 997.75 0 0 1919.13 2916.88 Stayed 8250-ZNGGW Female 79 No 0 Rio Vista 94571 38.148862 -121.737696 0 5 None Yes 43.99 No Yes DSL 27 Yes Yes No Yes No No No No Two Year No Credit Card 59.9 287.85 0 20 219.95 527.8 Stayed 8257-RZAHR Female 51 Yes 0 San Jose 95134 37.42765 -121.945416 1 14 Offer D Yes 20.4 Yes Yes DSL 30 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 64.7 941 0 0 285.6 1226.6 Churned Competitor Competitor offered more data 8258-GSTJK Male 74 No 0 San Pedro 90732 33.744119 -118.31448 0 3 None Yes 48.34 Yes Yes Fiber Optic 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 77 237.75 0 0 145.02 382.77 Churned Competitor Competitor had better devices 8259-DZLIZ Female 53 Yes 2 Delhi 95315 37.422961 -120.765493 10 64 Offer B Yes 17.07 Yes Yes DSL 25 No Yes No No No No No Yes One Year Yes Bank Withdrawal 53.85 3399.85 0 0 1092.48 4492.33 Stayed 8259-NFJTV Female 37 Yes 1 Flournoy 96029 39.84784 -122.544556 8 7 None No Yes Cable 17 Yes No No Yes No No No Yes Month-to-Month No Credit Card 34.65 246.6 0 0 0 246.6 Stayed 8260-NGFNY Female 29 No 0 Phelan 92371 34.441123 -117.537886 0 1 None No Yes DSL 73 No No No No No No Yes Yes Month-to-Month No Mailed Check 25.2 25.2 0 0 0 25.2 Churned Other Don't know 8261-GWDBQ Female 70 Yes 0 Corona 92880 33.918043 -117.617809 1 60 None Yes 4.06 Yes Yes Fiber Optic 11 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 116.05 6925.9 0 0 243.6 7169.5 Stayed 8262-COGGB Male 53 No 0 Visalia 93277 36.303793 -119.375646 0 1 None Yes 11.61 No No Month-to-Month Yes Mailed Check 20.45 20.45 0 0 11.61 32.06 Joined 8263-JQAIK Male 66 No 0 Palmdale 93591 34.598221 -117.79593 0 2 None No Yes DSL 6 No No No No No No No Yes Month-to-Month Yes Credit Card 24.45 47.5 0 0 0 47.5 Churned Competitor Competitor offered more data 8263-OKETD Female 44 No 0 Caruthers 93609 36.5276 -119.865999 0 20 None Yes 22.75 Yes Yes Cable 11 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 68.9 1370.35 0 0 455 1825.35 Stayed 8263-QMNTJ Male 46 Yes 0 San Francisco 94104 37.791222 -122.402241 2 72 Offer A Yes 47.82 Yes Yes Fiber Optic 21 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 115.55 8425.3 0 0 3443.04 11868.34 Stayed 8265-HKSOW Female 35 Yes 2 Occidental 95465 38.415003 -122.998726 1 72 None Yes 17.89 Yes Yes Fiber Optic 19 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 107.45 7658.3 0 0 1288.08 8946.38 Stayed 8266-VBFQL Male 55 No 0 Jamul 91935 32.695681 -116.798386 0 4 None Yes 31.92 No Yes Fiber Optic 4 No No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.4 356.65 0 0 127.68 484.33 Stayed 8267-KFGYD Male 53 No 1 Alhambra 91803 34.074736 -118.145959 0 1 None Yes 10.14 No No Month-to-Month Yes Mailed Check 21.05 21.05 0 0 10.14 31.19 Joined 8267-ZNYVZ Female 47 Yes 0 Spring Valley 91977 32.726627 -116.994608 1 33 None Yes 15.66 No Yes Fiber Optic 24 Yes No Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 103.75 3361.05 0 100 516.78 3977.83 Churned Attitude Attitude of service provider 8268-YDIXR Male 45 Yes 0 Merced 95348 37.40122 -120.514191 1 56 Offer B Yes 40.33 Yes Yes Fiber Optic 9 Yes Yes Yes No No No No Yes One Year Yes Bank Withdrawal 93.15 5253.95 0 0 2258.48 7512.43 Stayed 8270-RKSAP Male 30 No 0 Anaheim 92801 33.844983 -117.952151 0 9 Offer E Yes 40.71 No Yes Fiber Optic 52 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.5 597.9 0 0 366.39 964.29 Stayed 8272-ONJLV Male 57 No 0 San Diego 92123 32.808814 -117.134694 0 12 Offer D Yes 49 No Yes Fiber Optic 23 No No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 95.7 1184 0 0 588 1772 Stayed 8276-MQBYC Male 70 No 0 Los Angeles 90028 34.099869 -118.326843 0 51 Offer B Yes 19.49 Yes Yes Fiber Optic 11 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 97.8 4913.3 0 0 993.99 5907.29 Churned Price Long distance charges 8277-RVRSV Female 22 Yes 1 Danville 94506 37.791481 -121.903253 3 33 Offer C Yes 1.71 Yes No One Year No Credit Card 24.15 800.3 0 0 56.43 856.73 Stayed 8280-MQRQN Female 39 No 0 Arnold 95223 38.32153 -120.236358 0 1 Offer E Yes 23.7 No Yes Cable 17 No No Yes No No No No Yes Month-to-Month Yes Mailed Check 50.45 50.45 0 0 23.7 74.15 Churned Dissatisfaction Network reliability 8285-ABVLB Female 34 Yes 0 Santa Barbara 93103 34.438581 -119.685368 0 70 None Yes 40.91 No No Two Year No Credit Card 19.85 1328.35 33.29 0 2863.7 4158.76 Stayed 8286-AFUYI Male 33 No 0 Glendale 91203 34.153338 -118.262974 0 1 Offer E Yes 46.23 No Yes DSL 25 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 47.95 47.95 0 0 46.23 94.18 Joined 8290-YWKHZ Female 69 Yes 0 Fallbrook 92028 33.362575 -117.299644 1 32 None Yes 33.74 Yes Yes Fiber Optic 6 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 93.2 2931 17.88 0 1079.68 3992.8 Churned Competitor Competitor made better offer 8292-FRFZQ Female 19 No 0 Malibu 90263 34.037037 -118.705803 0 39 Offer C No Yes DSL 73 Yes Yes No Yes No No No Yes One Year No Bank Withdrawal 41.15 1700.9 0 0 0 1700.9 Stayed 8292-ITGYJ Female 48 Yes 1 Campo Seco 95226 38.233879 -120.861666 7 45 Offer B Yes 20.11 Yes No Two Year Yes Bank Withdrawal 24.65 1138.8 0 0 904.95 2043.75 Stayed 8292-TYSPY Male 55 No 0 Los Angeles 90048 34.072945 -118.37267 0 19 Offer D Yes 4.3 No Yes Cable 23 No No Yes Yes No No No No Month-to-Month Yes Credit Card 55 1046.5 0 30 81.7 1158.2 Churned Competitor Competitor offered more data 8294-UIMBA Female 64 No 0 Northridge 91325 34.236683 -118.517588 0 30 None Yes 2.67 No Yes Fiber Optic 27 No No No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 94.4 2638.1 0 0 80.1 2718.2 Stayed 8295-FHIVV Male 63 No 0 Paicines 95043 36.525703 -120.952122 0 7 None Yes 9.19 No No Month-to-Month Yes Credit Card 19.4 168.65 0 0 64.33 232.98 Stayed 8295-KMENE Female 33 Yes 1 Newhall 91321 34.370378 -118.504118 0 59 None Yes 13.27 Yes Yes DSL 15 Yes No Yes Yes Yes No No Yes Two Year Yes Credit Card 76.45 4519.5 30.22 0 782.93 5272.21 Stayed 8305-VHZBZ Male 55 No 0 San Diego 92154 32.578103 -117.012975 0 1 None Yes 13.27 No No Month-to-Month Yes Mailed Check 20.2 20.2 0 0 13.27 33.47 Churned Price Long distance charges 8309-IEYJD Female 73 No 0 Indian Wells 92210 33.537646 -116.291089 0 1 Offer E Yes 32.61 No Yes Fiber Optic 27 No No No No No No No No Two Year Yes Credit Card 70.6 70.6 0 30 32.61 133.21 Joined 8309-PPCED Female 33 Yes 0 Nipomo 93444 35.050345 -120.489599 1 72 None Yes 46.23 Yes Yes Fiber Optic 18 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 110.45 7982.5 0 0 3328.56 11311.06 Stayed 8311-UEUAB Female 24 Yes 0 Rialto 92376 34.109775 -117.378904 5 67 Offer A Yes 1.36 Yes Yes DSL 82 Yes No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 75.5 5229.45 0 0 91.12 5320.57 Stayed 8313-AFGBW Male 55 Yes 0 Los Angeles 90008 34.008293 -118.346766 10 47 Offer B Yes 14.14 No Yes DSL 28 No Yes Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 73.6 3522.65 0 0 664.58 4187.23 Stayed 8313-KTIHG Male 54 No 0 Thousand Palms 92276 33.849263 -116.382778 0 4 None Yes 37.7 No Yes DSL 2 No No No Yes Yes No No No Month-to-Month Yes Bank Withdrawal 61.3 249.4 0 10 150.8 410.2 Stayed 8313-NDOIA Female 48 No 0 Green Valley Lake 92341 34.244411 -117.072654 0 24 None Yes 38.79 Yes Yes Fiber Optic 4 No Yes Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 104.15 2494.65 0 40 930.96 3465.61 Stayed 8314-DPQHL Male 61 No 0 Auberry 93602 36.991762 -119.242874 0 9 None No Yes DSL 14 Yes No Yes Yes No Yes Yes Yes One Year No Mailed Check 50.8 463.6 0 0 0 463.6 Stayed 8314-HTWVE Female 38 Yes 1 Cypress 90630 33.818477 -118.038307 2 7 Offer E Yes 35.26 No No Two Year No Credit Card 19.85 144.15 0 0 246.82 390.97 Stayed 8316-BBQAY Female 45 No 0 Redwood City 94063 37.499411 -122.196318 0 65 None No Yes Cable 22 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 59.95 3921.1 0 0 0 3921.1 Stayed 8317-BVKSO Male 27 No 0 Termo 96132 41.027281 -120.669427 0 14 None Yes 9.19 No No Month-to-Month Yes Bank Withdrawal 20.05 299.3 0 0 128.66 427.96 Stayed 8318-LCNBW Male 53 Yes 0 San Luis Obispo 93405 35.236549 -120.727344 5 35 None No Yes DSL 30 Yes No Yes No Yes Yes Yes Yes One Year No Credit Card 53.15 1930.9 0 0 0 1930.9 Stayed 8319-QBEHW Male 32 No 3 San Jose 95134 37.42765 -121.945416 0 26 None No Yes Cable 58 No Yes No No Yes No No Yes One Year Yes Bank Withdrawal 39.95 1023.75 0 0 0 1023.75 Stayed 8325-QRPZR Female 56 No 0 Benicia 94510 38.113533 -122.11926 0 7 None Yes 30.06 No Yes Fiber Optic 10 No No Yes No No No No No Month-to-Month Yes Bank Withdrawal 75.15 525 0 10 210.42 745.42 Stayed 8327-LZKAS Female 80 Yes 0 Pomona 91767 34.083086 -117.737997 1 43 None Yes 13.84 Yes Yes Cable 18 No No Yes Yes Yes Yes No No One Year Yes Bank Withdrawal 107.55 4533.9 0 140 595.12 5269.02 Churned Dissatisfaction Service dissatisfaction 8327-WKMIE Male 36 No 0 Le Grand 95333 37.249377 -120.249581 0 37 None Yes 34.37 No No One Year No Credit Card 20.15 785.75 0 0 1271.69 2057.44 Stayed 8328-SKJNO Male 61 No 1 Seeley 92273 32.790282 -115.689559 0 23 None No Yes DSL 19 Yes Yes No Yes No No No Yes One Year No Bank Withdrawal 40.65 947.4 0 0 0 947.4 Stayed 8329-GWVPJ Female 39 Yes 3 Berkeley 94708 37.897743 -122.263124 8 50 Offer B Yes 10.21 No Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.75 3557.7 0 0 510.5 4068.2 Stayed 8329-IBCTI Female 50 No 0 Cotati 94931 38.326215 -122.718742 0 1 Offer E Yes 6.08 No No Month-to-Month No Mailed Check 19.65 19.65 0 0 6.08 25.73 Churned Competitor Competitor made better offer 8329-UTMVM Male 76 No 0 Bakersfield 93313 35.140938 -119.051348 0 27 Offer C Yes 34.39 Yes Yes Fiber Optic 19 No Yes No Yes Yes Yes No Yes One Year Yes Bank Withdrawal 104.65 2964 0 0 928.53 3892.53 Stayed 8331-ZXFOE Female 56 No 0 Santa Clara 95054 37.393554 -121.965114 0 58 None Yes 42.33 Yes Yes Cable 7 Yes Yes Yes Yes No No No Yes One Year Yes Credit Card 71.1 4299.2 0 0 2455.14 6754.34 Stayed 8332-OSJDW Male 54 Yes 0 Los Angeles 90038 34.088017 -118.327168 5 12 None Yes 45.15 Yes No One Year No Mailed Check 26.4 314.95 0 0 541.8 856.75 Stayed 8336-TAVKX Female 68 Yes 0 Berry Creek 95916 39.657228 -121.37778 10 72 None Yes 15.82 Yes Yes DSL 13 Yes Yes Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 78.45 5682.25 0 0 1139.04 6821.29 Stayed 8337-MSSXB Female 64 No 0 Trabuco Canyon 92679 33.631119 -117.567346 0 14 None Yes 29.3 No Yes Fiber Optic 26 No Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 86.3 1180.95 0 10 410.2 1601.15 Churned Attitude Attitude of service provider 8337-UPOAQ Male 71 Yes 0 Wrightwood 92397 34.358321 -117.618263 0 10 None Yes 16.88 Yes Yes Fiber Optic 24 No No Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 89.8 914.3 0 0 168.8 1083.1 Churned Competitor Competitor made better offer 8338-QIUNR Male 23 Yes 0 Bakersfield 93304 35.339796 -119.023552 8 72 None Yes 6.09 Yes Yes DSL 41 Yes No Yes Yes No No No Yes Two Year Yes Credit Card 66.5 4811.6 45.61 0 438.48 5204.47 Stayed 8344-WFMFH Male 34 No 2 Los Angeles 90008 34.008293 -118.346766 0 9 Offer E Yes 27.64 No Yes Cable 29 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.1 484.05 0 0 248.76 732.81 Stayed 8345-MVDYC Female 57 No 0 Gardena 90248 33.876482 -118.284077 0 45 Offer B Yes 37.39 No Yes DSL 30 Yes No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 81.65 3618.7 0 0 1682.55 5301.25 Stayed 8347-GDTMP Female 25 Yes 0 Ripon 95366 37.750778 -121.13238 4 64 None Yes 14.78 No No Two Year No Credit Card 19.45 1225.65 0 0 945.92 2171.57 Stayed 8348-HFYIV Male 21 No 0 Oakland 94601 37.776523 -122.219268 0 2 Offer E No Yes DSL 51 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 49.25 90.35 0 0 0 90.35 Churned Dissatisfaction Limited range of services 8348-JLBUG Male 77 Yes 0 North San Juan 95960 39.423046 -120.984472 5 64 None Yes 14.87 No Yes Fiber Optic 16 Yes No Yes No No No No Yes One Year No Credit Card 80.3 5017.7 0 0 951.68 5969.38 Stayed 8350-NYMVI Female 35 No 0 Chico 95973 39.903272 -121.843567 0 39 None No Yes DSL 8 No Yes Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 41.1 1597.05 0 0 0 1597.05 Stayed 8356-WUAOJ Female 25 Yes 0 Glendale 91205 34.13658 -118.245839 7 1 Offer E Yes 40.63 No Yes DSL 52 No No No No No No No No Month-to-Month Yes Bank Withdrawal 45 45 0 10 40.63 95.63 Joined 8357-EQXFO Female 46 No 0 Union City 94587 37.59485 -122.051521 0 7 Offer E Yes 48.36 No Yes Fiber Optic 15 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.35 660.9 34.29 0 338.52 965.13 Churned Competitor Competitor made better offer 8361-LBRDI Female 31 No 0 Saint Helena 94574 38.581354 -122.296283 0 58 Offer B Yes 38.62 Yes No Two Year No Credit Card 24.35 1423.85 0 0 2239.96 3663.81 Stayed 8361-LTMKD Male 75 Yes 0 Fallbrook 92028 33.362575 -117.299644 0 4 None Yes 10.61 Yes Yes Fiber Optic 8 No No No No No No No No Month-to-Month Yes Mailed Check 74.4 306.6 0 20 42.44 369.04 Churned Competitor Competitor made better offer 8364-TRMMK Female 51 No 0 San Jose 95132 37.424655 -121.74841 0 3 Offer E Yes 22.56 Yes Yes Cable 3 No No No No No No No Yes Month-to-Month Yes Mailed Check 50.65 151.3 0 0 67.68 218.98 Churned Dissatisfaction Lack of self-service on Website 8372-JUXUI Male 32 No 0 San Bernardino 92410 34.106922 -117.297553 0 1 None Yes 14.02 Yes Yes Fiber Optic 2 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.35 74.35 0 0 14.02 88.37 Churned Competitor Competitor had better devices 8374-UULRV Male 22 No 0 Carmel By The Sea 93921 36.554618 -121.922239 0 72 None Yes 48.36 Yes Yes DSL 71 Yes Yes No Yes Yes Yes Yes No Two Year No Credit Card 86.05 6309.65 0 20 3481.92 9811.57 Stayed 8374-XGEJJ Male 68 Yes 0 Temecula 92590 33.475493 -117.219551 8 43 Offer B Yes 31.25 Yes Yes Fiber Optic 20 No Yes No No Yes Yes No No Month-to-Month Yes Bank Withdrawal 101 4388.4 0 150 1343.75 5882.15 Churned Dissatisfaction Product dissatisfaction 8375-DKEBR Female 72 No 0 Hermosa Beach 90254 33.86532 -118.396336 0 1 Offer E Yes 34.51 No Yes Fiber Optic 15 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.6 69.6 0 0 34.51 104.11 Churned Competitor Competitor had better devices 8375-KVTHK Male 43 Yes 0 Fort Bragg 95437 39.455555 -123.683979 1 68 None Yes 49.51 No Yes Fiber Optic 3 No Yes No Yes Yes Yes Yes No One Year Yes Bank Withdrawal 100.3 6754.35 0 90 3366.68 10211.03 Stayed 8378-LKJAF Male 34 Yes 1 Santa Ana 92704 33.719869 -117.907063 9 38 None Yes 24.22 Yes Yes Fiber Optic 14 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 101.15 3956.7 0 0 920.36 4877.06 Stayed 8380-MQINP Female 62 Yes 1 Los Angeles 90035 34.051809 -118.383843 3 55 None Yes 3.18 No No Two Year No Credit Card 20.3 1079.05 0 0 174.9 1253.95 Stayed 8380-PEFPE Male 60 No 0 Avalon 90704 33.391181 -118.421305 0 1 None Yes 17.54 No Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 71.65 71.65 0 0 17.54 89.19 Churned Competitor Competitor had better devices 8382-SHQEH Female 58 Yes 0 Rancho Cucamonga 91739 34.133809 -117.523724 1 8 None Yes 29 Yes Yes Fiber Optic 30 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 84.9 764.95 0 0 232 996.95 Churned Price Long distance charges 8383-SGHJU Female 41 No 0 Lake Arrowhead 92352 34.2565 -117.19335 0 33 None Yes 10.28 Yes Yes Cable 7 Yes No No Yes No No No Yes One Year No Bank Withdrawal 59.4 1952.8 0 0 339.24 2292.04 Stayed 8384-FZBJK Female 37 Yes 3 San Mateo 94404 37.556094 -122.272437 1 57 None Yes 32.37 Yes Yes Fiber Optic 28 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.6 5611.7 0 0 1845.09 7456.79 Stayed 8387-MOJJT Female 53 Yes 0 Nubieber 96068 41.082472 -121.195215 1 42 None Yes 34.02 No Yes Fiber Optic 18 No No No No Yes No No Yes Month-to-Month Yes Credit Card 77.95 3384 0 0 1428.84 4812.84 Churned Competitor Competitor made better offer 8387-UGUSU Female 57 Yes 1 Irvine 92614 33.680302 -117.833296 3 15 None Yes 37.9 No No Month-to-Month No Credit Card 20.05 284.3 0 0 568.5 852.8 Stayed 8388-DMKAE Female 41 No 0 Los Angeles 90016 34.028331 -118.354338 0 8 Offer E Yes 15.86 No No Two Year No Mailed Check 20.25 174.65 0 0 126.88 301.53 Stayed 8388-FYNPZ Male 26 No 0 Pleasant Hill 94523 37.95338 -122.076886 0 4 Offer E Yes 34.69 No Yes DSL 47 Yes No Yes No No No No Yes Month-to-Month No Bank Withdrawal 56.75 245.15 0 0 138.76 383.91 Stayed 8390-FESFV Female 60 No 0 Sebastopol 95472 38.398815 -122.861923 0 62 None Yes 6.05 Yes Yes DSL 22 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 84.5 5193.2 0 0 375.1 5568.3 Stayed 8393-DLHGA Male 55 No 0 Palermo 95968 39.435756 -121.552071 0 25 None Yes 5.27 No Yes Fiber Optic 4 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.9 2448.75 0 0 131.75 2580.5 Churned Competitor Competitor offered more data 8393-JMVMB Male 34 No 0 Thousand Oaks 91360 34.214054 -118.88109 0 1 Offer E Yes 29.15 No No Month-to-Month No Credit Card 19.45 19.45 0 0 29.15 48.6 Joined 8395-ETZKQ Male 73 Yes 1 Sacramento 95841 38.660442 -121.346321 8 68 None Yes 35.14 No No One Year No Bank Withdrawal 19.5 1193.55 0 0 2389.52 3583.07 Stayed 8397-MVTAZ Male 22 Yes 0 Sun City 92587 33.69887 -117.25071 2 34 Offer C Yes 23.09 Yes Yes Fiber Optic 52 No No Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 100.05 3480 0 20 785.06 4285.06 Churned Dissatisfaction Poor expertise of online support 8398-TBIYD Female 45 No 0 Castro Valley 94552 37.722727 -122.02157 0 72 Offer A Yes 8.48 Yes Yes Fiber Optic 22 Yes No No Yes No No No Yes Two Year Yes Bank Withdrawal 84.7 6185.15 0 0 610.56 6795.71 Stayed 8399-YNDCH Male 80 No 0 Columbia 95310 38.085839 -120.37855 0 21 None Yes 34.62 No Yes DSL 14 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 60.05 1236.15 0 0 727.02 1963.17 Churned Competitor Competitor had better devices 8400-WZICQ Female 49 Yes 2 Long Beach 90813 33.781086 -118.199049 9 55 Offer B Yes 36.41 No Yes DSL 14 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 55.7 3131.8 34.16 0 2002.55 5100.19 Stayed 8401-EMUWF Male 64 Yes 1 Paramount 90723 33.897122 -118.164432 10 42 Offer B Yes 16.67 Yes Yes Cable 17 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 69.4 3058.3 0 0 700.14 3758.44 Stayed 8402-EIVQS Male 40 Yes 0 Frazier Park 93222 34.907911 -119.234281 8 67 Offer A Yes 31.41 No Yes Fiber Optic 23 Yes Yes No No Yes Yes Yes Yes One Year Yes Credit Card 100.9 6733.15 0 0 2104.47 8837.62 Stayed 8402-OOOHJ Female 53 No 0 Buena Park 90620 33.845706 -118.012204 0 41 None Yes 31.62 No No Two Year No Credit Card 20.65 835.15 0 0 1296.42 2131.57 Stayed 8404-FYDIB Male 19 No 0 Los Angeles 90012 34.065875 -118.238728 0 26 Offer C Yes 49.87 Yes Yes Fiber Optic 48 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 86.65 2208.75 0 0 1296.62 3505.37 Stayed 8404-GFGCZ Male 49 Yes 0 Millville 96062 40.531257 -122.148139 7 4 Offer E Yes 10.13 Yes Yes DSL 3 No No Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 65.6 250.1 0 0 40.52 290.62 Stayed 8404-VIOMB Female 52 No 0 Lakehead 96051 40.883853 -122.418258 0 66 None No Yes DSL 15 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 62.5 4136.4 0 0 0 4136.4 Stayed 8404-VLQFB Female 21 Yes 1 California Hot Springs 93207 35.865795 -118.69759 1 15 None Yes 29.55 Yes No Month-to-Month Yes Bank Withdrawal 25.25 394.85 0 0 443.25 838.1 Stayed 8405-IGQFX Female 41 No 0 Bridgeport 93517 38.184583 -119.286558 0 63 Offer B Yes 40.34 No Yes Fiber Optic 8 No No Yes Yes Yes No No Yes One Year Yes Credit Card 90.05 5817 0 0 2541.42 8358.42 Stayed 8406-LNMHF Male 75 Yes 0 Temecula 92592 33.507255 -117.029473 10 59 None Yes 4.21 No Yes Fiber Optic 21 Yes Yes Yes No No No No Yes One Year Yes Credit Card 82.95 4903.15 0 0 248.39 5151.54 Stayed 8409-WQJUX Female 37 No 0 Arcata 95521 40.839958 -124.003757 0 25 Offer C No Yes Cable 29 No No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 54.2 1423.15 0 0 0 1423.15 Stayed 8410-BGQXN Male 26 No 0 Angels Camp 95222 38.071327 -120.632221 0 4 None Yes 22.54 No No Month-to-Month No Credit Card 19.4 93.4 0 0 90.16 183.56 Stayed 8413-VONUO Male 34 No 0 Grimes 95950 39.033058 -121.895718 0 2 None Yes 16.76 No Yes Fiber Optic 27 No Yes No No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 95.65 167.3 0 0 33.52 200.82 Churned Dissatisfaction Limited range of services 8413-YNHNV Male 42 No 0 Oakland 94603 37.739113 -122.175602 0 69 None Yes 47.43 Yes Yes DSL 22 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 90.65 6322.1 0 0 3272.67 9594.77 Stayed 8414-MYSHR Male 79 No 0 Arcadia 91007 34.128284 -118.047732 0 5 None Yes 4.59 No Yes Fiber Optic 11 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 91.4 449.75 0 0 22.95 472.7 Churned Dissatisfaction Network reliability 8414-OOEEL Male 48 No 2 Oakland 94606 37.792489 -122.244314 0 66 Offer A Yes 12.48 No Yes DSL 23 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 79.5 5196.1 0 0 823.68 6019.78 Stayed 8417-FMLZI Male 47 Yes 0 Santa Cruz 95060 36.993451 -122.098858 1 6 None Yes 26.91 No Yes Fiber Optic 6 No Yes No No No Yes Yes Yes Month-to-Month Yes Credit Card 83.55 477.55 0 0 161.46 639.01 Churned Dissatisfaction Product dissatisfaction 8417-GSODA Male 37 Yes 3 Rancho Cucamonga 91737 34.245289 -117.642503 1 28 None Yes 13.19 Yes Yes Fiber Optic 30 No No No No Yes Yes Yes Yes One Year No Bank Withdrawal 92.2 2568.15 0 0 369.32 2937.47 Stayed 8421-WZOOW Female 75 Yes 1 Rio Vista 94571 38.148862 -121.737696 8 57 None Yes 28.25 No Yes Fiber Optic 15 No Yes Yes Yes Yes No No Yes Month-to-Month Yes Credit Card 95.3 5567.45 0 0 1610.25 7177.7 Stayed 8429-XIBUM Male 44 No 0 Oakland 94618 37.84551 -122.235181 0 22 Offer D Yes 10.33 Yes Yes Fiber Optic 19 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.35 2317.1 0 0 227.26 2544.36 Churned Price Extra data charges 8430-TWCBX Female 62 Yes 0 Novato 94947 38.112166 -122.634384 0 49 None Yes 29.18 No No One Year No Credit Card 20.7 1032.05 0 0 1429.82 2461.87 Stayed 8433-WPJTV Female 76 Yes 3 French Camp 95231 37.873283 -121.292034 8 65 Offer B Yes 1.58 Yes Yes Fiber Optic 27 No No Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 103.9 6767.1 0 0 102.7 6869.8 Stayed 8433-WXGNA Male 55 No 0 Salinas 93906 36.722898 -121.633648 0 2 None Yes 42.16 No Yes Cable 2 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.7 189.2 0 0 84.32 273.52 Churned Other Don't know 8434-PNQZX Female 56 No 0 Marina Del Rey 90292 33.977468 -118.445475 0 42 Offer B Yes 20.27 Yes Yes DSL 15 No No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 78.45 3373.4 0 0 851.34 4224.74 Stayed 8434-VGEQQ Male 24 Yes 0 Guadalupe 93434 34.936 -120.594655 0 61 Offer B Yes 46.76 No No Two Year No Credit Card 20.55 1305.95 0 0 2852.36 4158.31 Stayed 8436-BJUMM Male 62 Yes 0 Albany 94706 37.890274 -122.295192 1 26 Offer C Yes 35.9 Yes Yes Cable 26 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 83.75 2070.6 0 0 933.4 3004 Churned Competitor Competitor offered higher download speeds 8439-LTUGF Male 51 No 0 Lake Forest 92630 33.644849 -117.684254 0 10 Offer D Yes 19.1 No No Month-to-Month Yes Credit Card 20 198.6 0 0 191 389.6 Stayed 8441-SHIPE Female 53 No 0 Glendale 91204 34.136306 -118.26036 0 67 None Yes 16.72 Yes No Two Year Yes Bank Withdrawal 25.6 1790.35 46.06 0 1120.24 2864.53 Stayed 8443-WVPSS Male 58 Yes 0 Galt 95632 38.274451 -121.259201 5 10 None Yes 43.28 No Yes Fiber Optic 12 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.85 990.9 0 0 432.8 1423.7 Churned Dissatisfaction Service dissatisfaction 8443-ZRDBZ Male 62 No 0 Fontana 92336 34.136367 -117.460803 0 4 None Yes 42.44 Yes Yes Fiber Optic 29 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.05 318.9 0 0 169.76 488.66 Churned Price Long distance charges 8444-WRIDW Female 72 No 0 Thousand Oaks 91362 34.191842 -118.822796 0 66 None Yes 45.59 Yes Yes Fiber Optic 24 No Yes No No No No No No Month-to-Month Yes Credit Card 80.45 5224.35 0 140 3008.94 8373.29 Churned Attitude Attitude of support person 8445-DNBAE Male 24 No 3 Sacramento 95814 38.584505 -121.491956 0 1 Offer E Yes 43.05 Yes Yes DSL 69 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 50.05 50.05 0 0 43.05 93.1 Joined 8450-JOVAH Male 62 Yes 3 Agoura Hills 91301 34.129058 -118.759788 1 2 None Yes 5.67 Yes Yes DSL 53 Yes No No No No No No Yes Month-to-Month No Credit Card 56.7 113.55 0 0 11.34 124.89 Churned Competitor Competitor offered higher download speeds 8450-LUGUK Female 40 Yes 1 San Diego 92103 32.747484 -117.166877 5 37 None Yes 44.68 Yes No Two Year Yes Bank Withdrawal 24.1 861.85 0 0 1653.16 2515.01 Stayed 8450-UYIBU Female 77 No 0 Fresno 93703 36.768774 -119.762633 0 35 None No Yes Cable 26 No No Yes No Yes No No Yes Two Year Yes Bank Withdrawal 39.85 1434.6 0 0 0 1434.6 Stayed 8454-AATJP Female 41 No 0 Oakland 94607 37.80707 -122.297401 0 72 Offer A Yes 19.6 Yes Yes Fiber Optic 15 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 115.05 8405 0 0 1411.2 9816.2 Stayed 8455-HIRAQ Female 56 No 0 Carmichael 95608 38.626128 -121.328011 0 8 None Yes 10.91 No Yes DSL 16 No No No No No No No Yes Month-to-Month No Credit Card 44.45 369.3 0 0 87.28 456.58 Stayed 8456-QDAVC Male 57 No 0 Winterhaven 92283 32.852947 -114.850784 0 19 None Yes 29.55 No Yes Fiber Optic 13 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 78.7 1495.1 26.84 0 561.45 2029.71 Stayed 8457-XIGKN Male 46 No 0 Norco 92860 33.925833 -117.559639 0 20 Offer D Yes 29.12 No No Month-to-Month Yes Credit Card 19.6 356.15 0 0 582.4 938.55 Stayed 8461-EFQYM Female 36 No 0 San Jose 95119 37.233226 -121.78809 0 38 None Yes 46.18 Yes No One Year Yes Bank Withdrawal 24.25 914.4 35.61 0 1754.84 2633.63 Stayed 8464-EETCQ Male 45 No 0 Salinas 93905 36.667794 -121.601306 0 57 None Yes 19.69 No No Two Year No Credit Card 18.8 1094.35 0 0 1122.33 2216.68 Stayed 8465-SBRXP Male 32 Yes 2 Baldwin Park 91706 34.098275 -117.967399 1 38 None Yes 25.84 Yes Yes Fiber Optic 19 No No Yes Yes Yes No No No Two Year Yes Bank Withdrawal 94.9 3616.25 0 0 981.92 4598.17 Stayed 8466-PZBLH Male 32 Yes 3 Descanso 91916 32.912664 -116.635387 10 67 None Yes 11.31 Yes Yes Fiber Optic 57 Yes No No Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 104.6 6885.75 0 0 757.77 7643.52 Stayed 8467-WYNSR Male 62 No 0 Clayton 94517 37.881842 -121.848111 0 22 None Yes 37.11 No Yes DSL 15 Yes No No Yes No No No Yes Month-to-Month No Mailed Check 55.1 1253.15 0 0 816.42 2069.57 Stayed 8468-EHYJA Female 32 Yes 0 Palo Verde 92266 33.3249 -114.758334 0 57 Offer B Yes 12.19 Yes Yes Fiber Optic 16 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal -3 5497.05 0 0 694.83 6191.88 Stayed 8468-FZTOE Female 61 Yes 3 San Diego 92126 32.886925 -117.152162 8 72 Offer A Yes 17.21 No Yes Cable 53 Yes Yes Yes Yes No Yes Yes No Two Year Yes Bank Withdrawal 74.35 5237.4 0 50 1239.12 6526.52 Stayed 8469-SNFFH Male 40 Yes 0 San Pedro 90731 33.736387 -118.284363 0 70 None Yes 43.46 Yes Yes DSL 21 Yes Yes Yes Yes Yes No No Yes One Year No Bank Withdrawal 79.4 5528.9 0 0 3042.2 8571.1 Stayed 8473-VUVJN Male 80 No 0 Temecula 92590 33.475493 -117.219551 0 1 None Yes 39.88 Yes Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.65 73.65 0 0 39.88 113.53 Churned Attitude Attitude of service provider 8474-UMLNT Female 36 No 0 Fresno 93710 36.822715 -119.761826 0 13 Offer D Yes 28.45 No Yes DSL 30 Yes Yes No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 67.8 842.25 0 0 369.85 1212.1 Stayed 8480-PPONV Male 56 Yes 3 Guerneville 95446 38.52576 -123.013347 3 62 None Yes 40.66 Yes Yes Fiber Optic 21 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 115.55 7159.05 0 0 2520.92 9679.97 Stayed 8481-YYXWG Female 30 No 0 Hume 93628 36.807595 -118.901544 0 5 Offer E Yes 10.11 No Yes Fiber Optic 69 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.35 461.7 0 0 50.55 512.25 Churned Dissatisfaction Network reliability 8485-GJCDN Female 71 No 0 San Diego 92109 32.787836 -117.232376 0 5 None Yes 30.05 No Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Credit Card 69.05 318.5 0 0 150.25 468.75 Churned Competitor Competitor made better offer 8486-AYEQH Female 30 No 0 Guatay 91931 32.857946 -116.561917 0 31 None Yes 38.78 Yes Yes Fiber Optic 59 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.05 2227.8 0 0 1202.18 3429.98 Stayed 8490-BXHEO Male 67 No 0 Lucerne Valley 92356 34.508417 -116.856103 0 18 None Yes 38.79 Yes Yes Fiber Optic 14 No Yes No No No No No Yes Month-to-Month Yes Credit Card 80.55 1411.65 0 0 698.22 2109.87 Stayed 8495-LJDFO Female 76 No 0 Rancho Santa Margarita 92688 33.624654 -117.611733 0 64 None Yes 22.86 Yes Yes Fiber Optic 24 Yes No Yes Yes Yes Yes No Yes Two Year Yes Bank Withdrawal 108.95 7111.3 0 0 1463.04 8574.34 Stayed 8495-PRWFH Female 66 No 0 Waterford 95386 37.669516 -120.626964 0 42 None Yes 27 Yes Yes Cable 30 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 55.65 2421.75 0 0 1134 3555.75 Stayed 8496-DMZUK Male 62 No 0 Soulsbyville 95372 37.990574 -120.261821 0 30 Offer C Yes 7.19 Yes Yes Fiber Optic 18 Yes Yes Yes No No No No Yes One Year No Bank Withdrawal 90.4 2820.65 0 0 215.7 3036.35 Stayed 8496-EJAUI Male 47 No 0 Tujunga 91042 34.296574 -118.244839 0 19 Offer D Yes 1.79 No Yes Fiber Optic 14 No Yes No No No No No No Month-to-Month Yes Credit Card 73.85 1424.5 0 130 34.01 1588.51 Churned Attitude Attitude of support person 8498-XXGWA Female 63 Yes 0 Malibu 90265 34.074572 -118.831181 7 65 None Yes 19.99 No Yes DSL 26 Yes No Yes No No No No Yes Month-to-Month Yes Credit Card 55.15 3673.15 0 0 1299.35 4972.5 Stayed 8499-BRXTD Male 28 No 0 Kernville 93238 35.852892 -118.397782 0 18 Offer D Yes 38.73 No No One Year No Credit Card 20.1 401.85 0 0 697.14 1098.99 Stayed 8510-AWCXC Female 69 No 0 Novato 94945 38.135897 -122.563683 0 13 Offer D Yes 7.22 Yes Yes Fiber Optic 28 Yes No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 100.8 1308.1 0 0 93.86 1401.96 Churned Attitude Attitude of support person 8510-BBWMU Female 40 No 0 Stonyford 95979 39.288127 -122.415841 0 41 None Yes 37.46 No No One Year Yes Credit Card 19.75 806.95 0 0 1535.86 2342.81 Stayed 8510-TMWYB Female 61 Yes 3 Sacramento 95814 38.584505 -121.491956 9 54 None Yes 23.02 Yes Yes Cable 21 No Yes Yes No No No No Yes Two Year Yes Bank Withdrawal 59.8 3246.45 0 0 1243.08 4489.53 Stayed 8512-WIWYV Male 20 No 0 Kirkwood 95646 38.631489 -120.015167 0 32 None Yes 36.78 No No One Year No Credit Card -6 707.5 0 0 1176.96 1884.46 Stayed 8513-OLYGY Male 50 Yes 0 Fortuna 95540 40.584991 -124.121504 8 72 None Yes 27.59 Yes Yes Fiber Optic 25 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 115.8 8332.15 0 0 1986.48 10318.63 Stayed 8514-VZHEB Male 35 Yes 2 Travis Afb 94535 38.265899 -121.939461 10 59 Offer B Yes 18.75 No No Two Year No Credit Card 19.5 1147.85 0 0 1106.25 2254.1 Stayed 8515-OCTJS Female 61 No 0 Lemoore 93245 36.303666 -119.825657 0 25 Offer C Yes 19.75 Yes No Two Year No Credit Card 24.75 692.1 0 0 493.75 1185.85 Churned Competitor Competitor made better offer 8519-IMDHU Male 74 Yes 0 Alderpoint 95511 40.166028 -123.584144 1 15 None Yes 45.25 Yes Yes Cable 22 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 85.6 1345.55 0 0 678.75 2024.3 Churned Competitor Competitor had better devices 8519-QJGJD Female 42 No 0 Twain 95984 40.022184 -121.062384 0 14 Offer D Yes 18.74 No Yes Cable 20 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 75.35 1025.95 0 0 262.36 1288.31 Churned Attitude Attitude of service provider 8532-UEFWH Male 61 Yes 2 Huntington Beach 92649 33.721917 -118.043237 6 52 Offer B Yes 49.51 Yes No Two Year No Mailed Check 25.75 1345.85 0 0 2574.52 3920.37 Stayed 8535-SFUTN Male 21 No 0 Moreno Valley 92555 33.907361 -117.109972 0 61 Offer B Yes 36.05 Yes Yes Fiber Optic 73 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 106.45 6300.15 0 0 2199.05 8499.2 Stayed 8540-ZQGEA Female 58 Yes 0 Playa Del Rey 90293 33.947305 -118.439841 1 54 Offer B Yes 32.72 No No Two Year No Credit Card 20.05 1102.4 0 0 1766.88 2869.28 Stayed 8541-QVFKM Female 22 No 0 Long Beach 90807 33.830099 -118.182239 0 8 None Yes 17.3 Yes Yes Fiber Optic 41 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.5 632.2 0 0 138.4 770.6 Stayed 8543-MSDMF Male 36 No 0 Coachella 92236 33.680031 -116.171678 0 3 Offer E Yes 44.42 No Yes Cable 6 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 77.4 206.15 0 0 133.26 339.41 Joined 8544-GOQSH Female 51 No 0 Pacoima 91331 34.255442 -118.421314 0 14 Offer D Yes 1.69 No Yes Fiber Optic 21 No Yes No Yes No No No Yes Month-to-Month Yes Credit Card 80.05 1112.3 0 0 23.66 1135.96 Stayed 8544-JNBOX Male 31 No 0 Weimar 95736 39.00978 -120.978273 0 72 Offer A Yes 23.43 No No Two Year Yes Credit Card 20.8 1521.2 0 0 1686.96 3208.16 Stayed 8547-NSBBO Male 62 No 0 San Pedro 90731 33.736387 -118.284363 0 35 Offer C Yes 39.87 Yes Yes Fiber Optic 23 Yes Yes Yes Yes No No No No Month-to-Month Yes Credit Card 96.75 3403.4 0 130 1395.45 4928.85 Stayed 8548-AWOFC Male 21 Yes 0 Huntington Beach 92647 33.723579 -118.005441 4 66 None Yes 7.67 Yes Yes DSL 69 No No No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 63.85 4264.6 0 0 506.22 4770.82 Stayed 8550-XSXUQ Male 41 Yes 0 Cottonwood 96022 40.336392 -122.448533 7 48 Offer B Yes 38.82 Yes Yes Cable 8 No Yes Yes No No Yes Yes Yes One Year Yes Credit Card 70.55 3420.5 0 0 1863.36 5283.86 Stayed 8552-OBVRU Female 79 Yes 3 Ivanhoe 93235 36.385818 -119.224243 6 48 None Yes 13.4 No Yes Fiber Optic 75 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.5 5068.05 0 0 643.2 5711.25 Stayed 8559-CIZFV Male 34 Yes 0 Annapolis 95412 38.731055 -123.316553 1 21 Offer D Yes 17.57 Yes Yes Cable 14 Yes Yes No Yes Yes No No No One Year No Mailed Check 77.5 1625 18.39 80 368.97 2055.58 Churned Other Don't know 8559-WNQZS Male 37 No 0 Atwater 95301 37.321233 -120.656354 0 1 Offer E Yes 43.82 No No Two Year No Credit Card 20.45 20.45 0 0 43.82 64.27 Joined 8561-NMTBD Female 20 Yes 3 Lawndale 90260 33.88856 -118.351813 3 67 None Yes 20.41 Yes Yes Fiber Optic 52 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 112.35 7388.45 0 0 1367.47 8755.92 Stayed 8562-GHPPI Female 50 No 0 San Leandro 94577 37.717196 -122.159338 0 1 None Yes 11.96 No No Month-to-Month No Credit Card 19.8 19.8 0 0 11.96 31.76 Joined 8563-IIOXK Male 24 Yes 0 Duarte 91010 34.145695 -117.95982 4 7 Offer E Yes 36.14 No Yes DSL 85 Yes No No No No No Yes Yes One Year Yes Bank Withdrawal 49.75 331.3 0 0 252.98 584.28 Churned Competitor Competitor offered higher download speeds 8563-OYMQY Male 49 No 0 Covina 91722 34.097345 -117.906736 0 17 Offer D Yes 34.98 No Yes Fiber Optic 21 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 90.95 1612.2 0 0 594.66 2206.86 Stayed 8564-LDKFL Male 37 Yes 0 Big Bar 96010 40.775272 -123.287414 1 40 Offer B Yes 29.46 Yes Yes Fiber Optic 28 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 106 4178.65 47.02 0 1178.4 5310.03 Stayed 8565-CLBZW Male 23 No 0 San Diego 92117 32.825086 -117.199424 0 24 None Yes 27.97 Yes Yes Fiber Optic 58 No No Yes No Yes No Yes Yes Month-to-Month Yes Mailed Check 89.85 2165.05 0 0 671.28 2836.33 Churned Competitor Competitor made better offer 8565-HBFNN Male 51 Yes 0 Los Altos 94024 37.352911 -122.093002 8 69 Offer A Yes 33.37 Yes Yes Fiber Optic 24 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Credit Card 107.2 7317.1 0 0 2302.53 9619.63 Stayed 8565-WUXZU Male 77 Yes 0 Vina 96092 39.955164 -122.018567 7 72 None Yes 5.51 No Yes Fiber Optic 2 Yes Yes No Yes No No No Yes Two Year Yes Credit Card 84.8 6141.65 0 0 396.72 6538.37 Stayed 8566-YPRGL Female 57 No 0 Long Beach 90806 33.802664 -118.179971 0 1 Offer E Yes 33.02 No No Month-to-Month Yes Credit Card 19.5 19.5 0 0 33.02 52.52 Joined 8570-KLJYJ Female 40 No 0 Arroyo Grande 93420 35.176236 -120.483243 0 36 None Yes 25.95 Yes Yes DSL 21 Yes No No No No No No Yes One Year No Credit Card 54.45 1893.5 0 0 934.2 2827.7 Stayed 8571-ZCMCX Female 37 Yes 2 Fresno 93706 36.654614 -119.903674 1 47 None No Yes DSL 25 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 60 2768.65 0 0 0 2768.65 Stayed 8573-CGOCC Male 48 No 0 Stockton 95215 37.946282 -121.139499 0 16 None Yes 24.79 No No Month-to-Month No Credit Card 19.75 294.9 0 0 396.64 691.54 Stayed 8573-JGCZW Male 27 No 0 Idyllwild 92549 33.755039 -116.741796 0 17 None Yes 47.79 No No One Year Yes Bank Withdrawal 19.65 351.55 0 0 812.43 1163.98 Stayed 8577-QSOCG Female 54 Yes 1 Berkeley 94703 37.863843 -122.275684 9 38 None Yes 26.84 No No Two Year Yes Credit Card 20.2 746.05 0 0 1019.92 1765.97 Stayed 8580-AECUZ Male 65 No 0 San Diego 92130 32.957195 -117.202542 0 1 None Yes 42.3 No Yes Fiber Optic 16 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.1 79.1 0 0 42.3 121.4 Churned Competitor Competitor made better offer 8580-QVLOC Female 78 Yes 0 Merced 95348 37.40122 -120.514191 0 72 None Yes 25.77 Yes Yes DSL 6 Yes Yes Yes Yes Yes Yes No Yes Two Year No Credit Card 92.45 6440.25 0 0 1855.44 8295.69 Churned Competitor Competitor made better offer 8582-KRHPJ Male 51 No 0 Moraga 94556 37.827946 -122.107185 0 50 Offer B No Yes DSL 20 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 35 1782.4 0 0 0 1782.4 Stayed 8584-KMVXD Female 64 No 0 Calistoga 94515 38.629618 -122.593216 0 8 Offer E Yes 11.2 No Yes Fiber Optic 17 No Yes No No No No No No Month-to-Month No Bank Withdrawal 75.6 535.55 0 10 89.6 635.15 Stayed 8587-XYZSF Male 60 No 0 Bellflower 90706 33.887676 -118.127289 0 67 Offer A Yes 32.58 No Yes DSL 8 No No No Yes No No No Yes Two Year No Bank Withdrawal 50.55 3260.1 0 0 2182.86 5442.96 Stayed 8590-OHDIW Female 52 Yes 3 Garden Grove 92843 33.764018 -117.931507 1 38 Offer C Yes 44.32 No No One Year No Credit Card 20.3 749.35 10.65 0 1684.16 2422.86 Stayed 8590-YFFQO Male 24 Yes 0 Morgan Hill 95037 37.161544 -121.649371 1 70 Offer A Yes 1.63 No Yes DSL 41 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 64.95 4523.25 42.89 0 114.1 4594.46 Stayed 8591-NXRCV Female 47 No 0 Malibu 90265 34.074572 -118.831181 0 41 Offer B Yes 31.08 Yes Yes DSL 12 Yes No Yes Yes No Yes Yes No Month-to-Month Yes Bank Withdrawal 74.65 3090.65 0 100 1274.28 4464.93 Stayed 8591-TKMZH Male 40 Yes 3 Claremont 91711 34.127621 -117.717863 1 59 Offer B Yes 46.1 Yes Yes Fiber Optic 57 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 111.1 6555.2 0 0 2719.9 9275.1 Stayed 8592-PLTMQ Female 53 No 0 Fontana 92335 34.087558 -117.464096 0 64 Offer B Yes 4.03 Yes No One Year No Mailed Check 24.7 1642.75 0 0 257.92 1900.67 Stayed 8593-WHYHV Male 46 No 0 Los Angeles 90047 33.958149 -118.308441 0 3 Offer E Yes 14.28 Yes Yes Fiber Optic 21 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.3 264.8 0 0 42.84 307.64 Churned Other Don't know 8595-SIZNC Female 69 Yes 0 Los Angeles 90026 34.078991 -118.263804 5 22 Offer D Yes 15.27 Yes No One Year No Bank Withdrawal 25.6 548.8 0 0 335.94 884.74 Stayed 8597-CTXVJ Male 31 No 1 Jenner 95450 38.505995 -123.187019 0 70 None Yes 26.62 Yes Yes Cable 19 Yes Yes No Yes No No No Yes One Year No Bank Withdrawal 64.95 4551.5 20.87 0 1863.4 6394.03 Stayed 8597-CWYHH Male 50 No 0 Torrance 90502 33.833181 -118.292062 0 43 None Yes 41.22 Yes Yes Fiber Optic 7 No No No No Yes Yes Yes Yes One Year No Credit Card 94.35 3921.3 0 0 1772.46 5693.76 Stayed 8601-QACRS Female 54 No 0 Fallbrook 92028 33.362575 -117.299644 0 5 Offer E Yes 37.1 Yes Yes Cable 2 No No No No No No No No Month-to-Month Yes Mailed Check 50.6 249.95 0 20 185.5 455.45 Churned Competitor Competitor made better offer 8603-IJWDN Male 41 No 0 Pinole 94564 37.996462 -122.293716 0 1 Offer E Yes 5.43 Yes Yes Fiber Optic 18 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 86.6 86.6 0 0 5.43 92.03 Churned Competitor Competitor offered higher download speeds 8605-ITULD Female 21 No 0 Crescent Mills 95934 40.080342 -120.957805 0 1 None Yes 5.1 No No Month-to-Month No Credit Card 19.55 19.55 0 0 5.1 24.65 Joined 8606-CIQUL Male 77 Yes 1 Temecula 92591 33.540604 -117.10909 1 72 Offer A Yes 30.78 Yes Yes Fiber Optic 17 Yes Yes Yes Yes Yes Yes No No Two Year Yes Credit Card 115.75 8399.15 0 110 2216.16 10725.31 Stayed 8606-OEGQZ Female 45 No 2 Escalon 95320 37.818543 -121.006907 0 18 Offer D Yes 30.22 Yes No Two Year No Credit Card 25.3 454.65 0 0 543.96 998.61 Stayed 8608-OZTLB Male 59 Yes 3 Applegate 95703 38.983388 -120.988814 4 38 None Yes 31.45 No Yes DSL 76 Yes Yes Yes Yes Yes No No Yes One Year No Bank Withdrawal 74.05 2802.3 0 0 1195.1 3997.4 Stayed 8610-WFCJF Female 53 Yes 0 Palo Alto 94303 37.45809 -122.115398 2 49 None Yes 49.63 Yes Yes Fiber Optic 9 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.6 4783.5 0 0 2431.87 7215.37 Churned Competitor Competitor offered higher download speeds 8610-ZIKJJ Female 57 Yes 2 Tujunga 91042 34.296574 -118.244839 2 2 None Yes 35.42 No No One Year No Credit Card 20.3 31.9 0 0 70.84 102.74 Joined 8612-GXIDD Male 55 Yes 3 San Bernardino 92404 34.183286 -117.221722 8 12 Offer D Yes 44.12 Yes No Two Year Yes Bank Withdrawal 25.4 313 0 0 529.44 842.44 Stayed 8614-VGMMV Female 33 No 0 Riverside 92503 33.890046 -117.455583 0 15 None Yes 9.71 Yes Yes DSL 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.1 679.55 0 0 145.65 825.2 Churned Competitor Competitor had better devices 8617-ENBDS Male 29 No 0 Helendale 92342 34.757783 -117.33997 0 3 None Yes 27.34 No Yes Fiber Optic 71 No No Yes No No No No No Month-to-Month Yes Credit Card 73.6 232.5 0 10 82.02 324.52 Joined 8619-IJNDK Female 64 Yes 0 Santa Ana 92703 33.748635 -117.906125 10 71 None Yes 4.71 No Yes DSL 29 Yes Yes Yes Yes No No No Yes Two Year No Credit Card -10 4492.9 0 0 334.41 4827.31 Stayed 8620-RJPZN Female 27 No 0 Los Altos 94022 37.349546 -122.134356 0 1 None Yes 45.86 No No Month-to-Month No Bank Withdrawal 20.7 20.7 0 0 45.86 66.56 Joined 8621-MNIHH Female 75 Yes 0 Madison 95653 38.674276 -121.961866 1 34 None Yes 2.88 Yes Yes Fiber Optic 4 No Yes Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 94.25 3217.55 0 0 97.92 3315.47 Churned Competitor Competitor had better devices 8622-ZLFKO Female 56 Yes 0 Fresno 93710 36.822715 -119.761826 1 6 None Yes 23.35 Yes Yes Fiber Optic 8 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.75 512.25 0 0 140.1 652.35 Stayed 8623-TMRBY Male 80 Yes 0 Chula Vista 91915 32.605012 -116.97595 2 51 Offer B Yes 43.58 Yes Yes Cable 22 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 84.2 4146.05 0 0 2222.58 6368.63 Churned Competitor Competitor offered more data 8623-ULFNQ Female 79 No 0 Cerritos 90703 33.8681 -118.067402 0 26 None Yes 12.09 Yes Yes DSL 15 No No No Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 66.05 1652.4 47.73 0 314.34 1919.01 Stayed 8624-GIOUT Female 40 No 0 Seeley 92273 32.790282 -115.689559 0 49 Offer B Yes 35.87 Yes Yes DSL 30 Yes Yes No No No No No Yes Month-to-Month Yes Credit Card 59.75 2934.3 0 0 1757.63 4691.93 Churned Other Don't know 8625-AZYZY Male 51 Yes 0 Anza 92539 33.527605 -116.666551 2 24 Offer C Yes 3 Yes Yes Fiber Optic 15 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.65 2542.45 0 0 72 2614.45 Churned Competitor Competitor made better offer 8626-PTQGE Male 62 No 0 Escondido 92026 33.21846 -117.116916 0 69 None No Yes Cable 18 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 60.05 4176.7 41.21 0 0 4135.49 Stayed 8626-XHBIE Male 48 No 3 Riverdale 93656 36.452211 -119.94575 0 56 Offer B Yes 22.47 Yes No Two Year Yes Credit Card 24.8 1424.2 0 0 1258.32 2682.52 Stayed 8627-EHGIP Male 38 No 0 Sacramento 95838 38.646096 -121.442433 0 44 Offer B No Yes Cable 4 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 53.95 2375.4 0 0 0 2375.4 Churned Competitor Competitor offered more data 8627-ZYGSZ Male 32 Yes 0 Compton 90220 33.88151 -118.234451 8 47 Offer B Yes 39.52 Yes Yes Fiber Optic 30 No Yes No No No No No Yes One Year Yes Bank Withdrawal 78.9 3650.35 0 0 1857.44 5507.79 Stayed 8628-MFKAX Female 79 Yes 0 San Pablo 94806 37.980269 -122.342635 6 72 Offer A Yes 14.75 Yes Yes Fiber Optic 16 Yes Yes Yes Yes Yes Yes No Yes Two Year Yes Credit Card 116.75 8277.05 0 0 1062 9339.05 Stayed 8630-FJLIB Female 35 No 0 San Jose 95130 37.277592 -121.986477 0 18 Offer D Yes 34.12 No Yes Fiber Optic 20 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.8 1221.65 0 0 614.16 1835.81 Stayed 8630-QSGXK Male 39 Yes 0 Pinon Hills 92372 34.459322 -117.629729 10 51 Offer B Yes 9.99 Yes Yes DSL 5 No No No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 75.2 3901.25 0 0 509.49 4410.74 Stayed 8631-NBHFZ Male 71 Yes 0 Running Springs 92382 34.186211 -117.07683 1 66 None Yes 30.03 Yes Yes DSL 15 Yes Yes Yes Yes Yes No No No Two Year No Credit Card 79.4 5154.6 0 150 1981.98 7286.58 Churned Competitor Competitor offered higher download speeds 8631-WUXGY Female 26 No 2 Magalia 95954 39.933852 -121.584371 0 46 None Yes 17.51 No Yes Fiber Optic 85 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.8 4391.25 0 0 805.46 5196.71 Stayed 8631-XVRZL Male 40 No 0 Kyburz 95720 38.766036 -120.209673 0 9 Offer E Yes 48.61 No No One Year Yes Mailed Check 20.15 163.7 0 0 437.49 601.19 Stayed 8634-CILSZ Male 52 No 0 San Diego 92109 32.787836 -117.232376 0 69 Offer A Yes 20.44 Yes Yes Fiber Optic 3 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.7 7220.35 0 0 1410.36 8630.71 Churned Competitor Competitor made better offer 8634-MPHTR Male 68 Yes 0 Forbestown 95941 39.531028 -121.24807 1 47 None Yes 8.97 Yes Yes Fiber Optic 19 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 100.05 4871.05 0 0 421.59 5292.64 Churned Attitude Attitude of support person 8637-XJIVR Female 34 No 3 Marina Del Rey 90292 33.977468 -118.445475 0 12 None Yes 25.34 Yes Yes Fiber Optic 56 Yes No No No No No No No Month-to-Month Yes Bank Withdrawal 78.95 927.35 0 80 304.08 1311.43 Churned Attitude Attitude of support person 8639-NHQEI Female 26 Yes 3 Seiad Valley 96086 41.924174 -123.260788 9 72 None Yes 11.85 Yes Yes Fiber Optic 59 Yes Yes No No Yes No No Yes Two Year Yes Bank Withdrawal 95.9 6954.15 0 0 853.2 7807.35 Stayed 8640-SDGKB Male 39 No 0 Los Angeles 90066 34.002028 -118.430656 0 4 None Yes 28.89 No Yes DSL 3 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 74.4 299.7 0 0 115.56 415.26 Churned Attitude Attitude of support person 8642-GVWRF Female 25 Yes 0 Capitola 95010 36.977025 -121.952864 1 2 None Yes 28.86 No Yes Fiber Optic 26 No Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 79.7 165 0 0 57.72 222.72 Churned Competitor Competitor had better devices 8644-XLFBW Male 65 No 0 Lake Elsinore 92532 33.705836 -117.318204 0 1 Offer E Yes 28.46 No Yes Fiber Optic 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 71.65 71.65 0 0 28.46 100.11 Churned Competitor Competitor offered more data 8644-XYTSV Male 37 Yes 0 Ballico 95303 37.4695 -120.672724 1 42 Offer B No Yes DSL 7 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 40.15 1626.05 0 0 0 1626.05 Stayed 8645-KOMJQ Male 20 Yes 2 Orosi 93647 36.600185 -119.175655 1 69 Offer A Yes 49.16 Yes Yes DSL 48 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 81.95 5601.4 0 0 3392.04 8993.44 Stayed 8645-KWHJO Male 47 No 0 San Gabriel 91776 34.089927 -118.095645 0 14 Offer D No Yes DSL 4 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 55 771.95 0 0 0 771.95 Stayed 8646-JCOMS Female 43 Yes 0 Maywood 90270 33.988572 -118.186565 6 66 Offer A Yes 11.72 Yes Yes Fiber Optic 20 No Yes Yes Yes No No No Yes One Year Yes Bank Withdrawal 90.55 6130.95 0 0 773.52 6904.47 Stayed 8647-SDTWQ Male 59 Yes 2 Hood 95639 38.375325 -121.507935 4 57 Offer B Yes 49.95 Yes Yes Fiber Optic 22 No No No No No No No No Month-to-Month Yes Bank Withdrawal 74.3 4018.35 0 70 2847.15 6935.5 Stayed 8648-PFRMP Female 71 No 0 Ferndale 95536 40.4785 -124.301372 0 14 None No Yes Cable 5 No No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 46.35 672.7 0 0 0 672.7 Stayed 8650-RHRKE Male 27 No 0 Oakdale 95361 37.785033 -120.776141 0 4 Offer E No Yes DSL 48 No No Yes No No No Yes Yes Month-to-Month Yes Bank Withdrawal 29.65 118.5 0 0 0 118.5 Churned Dissatisfaction Limited range of services 8651-ENBZX Female 68 No 0 Grizzly Flats 95636 38.636102 -120.522149 0 60 None Yes 34.39 Yes Yes Fiber Optic 17 No No Yes Yes Yes Yes No No One Year Yes Bank Withdrawal 106 6441.4 0 110 2063.4 8614.8 Churned Price Long distance charges 8652-YHIYU Female 30 No 3 San Jose 95125 37.294926 -121.894763 0 16 Offer D Yes 27.23 Yes Yes Fiber Optic 69 No No No Yes No No No Yes One Year Yes Credit Card 79.5 1264.2 0 0 435.68 1699.88 Stayed 8654-DHAOW Female 47 No 0 Burson 95225 38.183918 -120.898817 0 2 Offer E Yes 21.3 Yes Yes DSL 7 No Yes No No No No No No Month-to-Month No Credit Card 54.15 101.65 0 10 42.6 154.25 Joined 8659-HDIYE Female 68 No 0 Los Angeles 90067 34.057496 -118.413959 0 64 None Yes 27.7 Yes Yes DSL 21 No Yes Yes Yes No Yes No Yes Two Year No Credit Card 74.65 4869.35 47.04 0 1772.8 6595.11 Stayed 8659-IOOPU Female 25 Yes 2 Moss Landing 95039 36.863303 -121.781632 4 71 Offer A Yes 32.16 Yes Yes Fiber Optic 59 Yes No Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 100.45 7159.7 16.12 0 2283.36 9426.94 Stayed 8660-BUETV Female 37 No 0 Riverside 92501 33.994676 -117.372498 0 3 None Yes 34.89 No Yes Cable 13 No No No No No No No No Month-to-Month No Credit Card 44.75 148.05 0 10 104.67 262.72 Joined 8661-BOYNW Female 38 Yes 0 Tollhouse 93667 36.993666 -119.348267 1 72 Offer A Yes 5.25 Yes Yes DSL 28 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 84.4 6096.45 0 0 378 6474.45 Stayed 8663-UPDGF Female 54 No 0 Whittier 90605 33.960891 -118.032222 0 26 Offer C Yes 25.4 Yes Yes DSL 10 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 69.5 1800.05 0 0 660.4 2460.45 Stayed 8665-UTDHZ Male 27 Yes 0 Los Angeles 90029 34.089953 -118.294824 1 1 None No Yes DSL 58 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 30.2 30.2 0 0 0 30.2 Churned Competitor Competitor had better devices 8668-KNZTI Male 42 No 0 Sacramento 95834 38.646209 -121.52446 0 52 None Yes 47.9 No Yes DSL 3 Yes No Yes No No No No Yes One Year No Bank Withdrawal 53.75 2790.65 43.12 0 2490.8 5238.33 Stayed 8670-ERCJH Male 33 No 0 Portola Valley 94028 37.369709 -122.215844 0 72 Offer A Yes 2.56 Yes Yes Fiber Optic 25 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 113.4 8164.1 0 0 184.32 8348.42 Stayed 8670-MEFCP Female 23 Yes 2 Tranquillity 93668 36.635661 -120.288644 7 36 None Yes 40.54 Yes Yes Cable 59 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 92.9 3379.25 0 0 1459.44 4838.69 Stayed 8671-KKKOS Female 50 Yes 0 Newman 95360 37.343846 -121.039391 3 46 Offer B No Yes DSL 30 Yes Yes No No Yes No No Yes Month-to-Month No Bank Withdrawal 45.55 2062.15 0 0 0 2062.15 Stayed 8672-OAUPW Male 48 No 0 Corona 92883 33.762351 -117.488725 0 51 None Yes 36.59 No Yes DSL 20 No No No Yes No No No Yes One Year No Credit Card 47.85 2356.75 18.39 0 1866.09 4204.45 Stayed 8676-OOQEJ Male 52 No 0 Amboy 92304 34.559882 -115.637164 0 4 None No Yes Cable 22 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 30.5 118.4 0 0 0 118.4 Stayed 8676-TRMJS Male 27 No 0 Torrance 90504 33.867257 -118.330794 0 3 None Yes 34.49 Yes Yes Fiber Optic 52 No No No No No No Yes Yes Month-to-Month No Credit Card 75 209.1 0 0 103.47 312.57 Churned Dissatisfaction Limited range of services 8677-HDZEE Female 42 No 0 Mountain Center 92561 33.638645 -116.55783 0 56 Offer B Yes 2.5 Yes Yes Fiber Optic 3 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.45 5916.95 0 0 140 6056.95 Stayed 8679-JOEVF Female 75 No 0 Sacramento 95838 38.646096 -121.442433 0 16 None Yes 36.83 No Yes DSL 16 No No No Yes Yes No No Yes Month-to-Month No Bank Withdrawal 59.4 1023.9 0 0 589.28 1613.18 Churned Price Price too high 8679-LZBMD Male 30 Yes 0 North Fork 93643 37.244307 -119.470256 7 44 None Yes 23.75 No Yes Fiber Optic 53 No No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 90.65 3974.15 0 0 1045 5019.15 Stayed 8680-CGLTP Male 35 No 0 Nicasio 94946 38.065359 -122.665566 0 29 Offer C Yes 8 No Yes DSL 9 Yes Yes No Yes No No No No One Year Yes Bank Withdrawal 58.75 1696.2 0 50 232 1978.2 Stayed 8681-ICONS Male 20 Yes 1 Sacramento 95822 38.512569 -121.495184 5 29 None Yes 24.64 No No Month-to-Month Yes Mailed Check 20.65 654.85 0 0 714.56 1369.41 Stayed 8685-WHQPW Female 79 No 0 San Diego 92110 32.76501 -117.19938 0 22 None Yes 5.09 Yes Yes Fiber Optic 23 No No No No No No No No Month-to-Month Yes Bank Withdrawal 74.4 1692.6 0 0 111.98 1804.58 Churned Competitor Competitor had better devices 8687-BAFGU Male 34 No 0 Clovis 93612 36.814539 -119.711868 0 1 Offer E Yes 23.7 No Yes Fiber Optic 25 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 74 74 0 0 23.7 97.7 Joined 8690-UPCZI Male 26 Yes 2 Los Angeles 90004 34.076259 -118.310715 5 29 Offer C Yes 36.7 Yes Yes DSL 69 Yes No No Yes Yes No No No One Year No Bank Withdrawal 69.05 1958.45 0 40 1064.3 3062.75 Stayed 8690-ZVLCL Female 49 Yes 1 Los Angeles 90038 34.088017 -118.327168 10 68 None Yes 43.51 Yes Yes DSL 22 Yes Yes Yes Yes Yes Yes Yes No Two Year No Credit Card 88 6161.9 0 40 2958.68 9160.58 Stayed 8695-ARGXZ Male 66 Yes 0 Fresno 93722 36.78979 -119.929894 1 34 None Yes 2.07 Yes Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.55 2425.4 0 0 70.38 2495.78 Stayed 8695-WDYEA Male 32 No 0 Chico 95928 39.681488 -121.83721 0 1 None Yes 39.3 No Yes DSL 26 Yes No No No No No No Yes Month-to-Month No Credit Card 51.25 51.25 0 0 39.3 90.55 Joined 8696-JKZNU Female 78 No 0 Anderson 96007 40.448632 -122.306657 0 37 Offer C Yes 26.95 Yes Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 76.25 2841.55 0 0 997.15 3838.7 Churned Other Don't know 8699-ASUFO Male 72 Yes 0 Nuevo 92567 33.82769 -117.102244 1 7 None Yes 8.92 Yes Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month Yes Credit Card 74.4 527.9 32.46 0 62.44 557.88 Churned Attitude Attitude of service provider 8701-DGLVH Male 36 No 0 Elk Grove 95624 38.434138 -121.30587 0 51 None Yes 47.43 No No Two Year No Credit Card 20.45 1042.65 0 0 2418.93 3461.58 Stayed 8705-DWKTI Male 58 No 0 Gasquet 95543 41.867908 -123.794144 0 52 None Yes 5.92 No Yes Fiber Optic 23 No No Yes No No Yes Yes No Month-to-Month Yes Credit Card 83.8 4331.4 0 70 307.84 4709.24 Stayed 8705-WZCYL Male 40 No 0 Encinitas 92024 33.054579 -117.25665 0 1 Offer E Yes 27.46 No Yes DSL 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.8 44.8 0 0 27.46 72.26 Joined 8706-HRADD Male 29 No 0 Sunnyvale 94087 37.3511 -122.037311 0 21 Offer D No Yes DSL 26 Yes No No Yes Yes No No Yes Month-to-Month Yes Credit Card 43.55 1011.5 0 0 0 1011.5 Stayed 8707-HOEDG Female 26 Yes 3 Palmdale 93552 34.557711 -118.029441 4 70 None Yes 5.51 Yes Yes Fiber Optic 85 No Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 110.2 7689.8 0 150 385.7 8225.5 Stayed 8707-RMEZH Female 67 Yes 0 Tecate 91980 32.587557 -116.636816 6 69 None Yes 34.55 No Yes Fiber Optic 19 Yes Yes No No No Yes No Yes One Year No Credit Card 87.3 6055.55 0 0 2383.95 8439.5 Stayed 8708-XPXHZ Female 25 Yes 0 Castella 96017 41.121108 -122.336613 1 42 None Yes 6.84 Yes Yes Fiber Optic 27 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.2 4186.3 0 0 287.28 4473.58 Churned Competitor Competitor had better devices 8709-KRDVL Female 44 No 0 Scott Bar 96085 41.737962 -123.07557 0 33 None Yes 16.57 Yes Yes Fiber Optic 30 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100 3320.6 0 0 546.81 3867.41 Stayed 8710-YGLWG Male 44 No 0 North Hills 91343 34.238802 -118.482296 0 1 Offer E Yes 15.76 No Yes DSL 13 No No No No No No No Yes Month-to-Month Yes Credit Card 44.9 44.9 0 0 15.76 60.66 Joined 8711-LOBKY Male 50 Yes 1 Navarro 95463 39.182916 -123.552571 2 59 None Yes 41.19 No No Two Year No Credit Card 19.85 1188.25 0 0 2430.21 3618.46 Stayed 8713-IGZSO Male 50 No 0 Salinas 93906 36.722898 -121.633648 0 2 Offer E Yes 40.25 Yes No Month-to-Month No Credit Card 24.85 62 0 0 80.5 142.5 Joined 8714-CTZJW Female 24 No 0 Pilot Hill 95664 38.803731 -121.043799 0 4 Offer E Yes 19.84 No Yes Fiber Optic 73 No No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 82.85 319.6 0 0 79.36 398.96 Stayed 8714-EUHJO Female 39 Yes 0 Castella 96017 41.121108 -122.336613 1 31 None Yes 38.67 Yes Yes Cable 13 No Yes No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 91.15 2995.45 0 0 1198.77 4194.22 Churned Dissatisfaction Poor expertise of online support 8715-KKTFG Female 63 Yes 0 Roseville 95661 38.736685 -121.251984 6 61 Offer B Yes 18.03 Yes Yes Fiber Optic 22 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 103.3 6518.35 0 0 1099.83 7618.18 Stayed 8717-VCTXJ Male 32 No 0 Santa Cruz 95065 37.031404 -121.981865 0 42 None Yes 48.41 No No One Year Yes Credit Card 19.55 839.4 12.16 0 2033.22 2860.46 Stayed 8718-PTMEZ Female 46 No 0 Lake Elsinore 92530 33.655421 -117.391751 0 13 None No Yes Cable 16 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 31.05 347.25 0 0 0 347.25 Churned Other Don't know 8720-RQSBJ Male 69 No 0 Armona 93202 36.315979 -119.710852 0 1 Offer E Yes 28.67 No Yes DSL 4 No No No No No No No Yes Two Year No Bank Withdrawal 44 44 0 0 28.67 72.67 Joined 8722-NGNBH Male 25 No 0 Walnut 91789 34.018354 -117.85492 0 5 None No Yes Cable 59 Yes No Yes Yes No No Yes Yes Month-to-Month No Credit Card 40 223.45 0 0 0 223.45 Churned Competitor Competitor had better devices 8722-PRFDV Female 21 Yes 3 Los Angeles 90042 34.11572 -118.192754 10 71 Offer A Yes 48.76 No Yes Cable 71 Yes No Yes No Yes Yes Yes Yes Two Year No Credit Card 77.55 5574.35 0 0 3461.96 9036.31 Stayed 8725-JEDFD Male 26 No 0 Calabasas 91302 34.130861 -118.68346 0 27 None Yes 34.98 No Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month Yes Credit Card 69.05 1793.25 22.72 0 944.46 2714.99 Stayed 8727-JQFHV Male 60 Yes 2 Dunsmuir 96025 41.212695 -122.392067 8 57 None Yes 29.64 No No Two Year No Credit Card 20.75 1123.15 0 0 1689.48 2812.63 Stayed 8727-XDPUD Male 51 No 0 Sacramento 95829 38.486502 -121.334051 0 37 None No Yes DSL 25 No No No No Yes No No No Two Year No Credit Card 35.8 1316.9 0 100 0 1416.9 Stayed 8728-SKJLR Male 45 No 0 Olancha 93549 36.296851 -117.865469 0 41 Offer B Yes 1.08 No Yes Fiber Optic 6 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 74.25 3089.1 0 0 44.28 3133.38 Stayed 8731-WBBMB Female 26 Yes 0 San Diego 92117 32.825086 -117.199424 7 26 None Yes 11.23 No Yes Cable 48 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 81.9 2078.55 44.86 0 291.98 2325.67 Stayed 8734-DKSTZ Female 20 Yes 2 Winterhaven 92283 32.852947 -114.850784 0 10 Offer D Yes 6.5 Yes Yes Fiber Optic 76 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 85.95 858.6 0 0 65 923.6 Stayed 8734-FNWVH Male 21 Yes 1 West Covina 91792 34.024405 -117.898722 6 31 None Yes 30.67 Yes Yes DSL 59 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 59.7 1825.5 0 0 950.77 2776.27 Stayed 8735-DCXNF Male 34 Yes 0 Pilot Hill 95664 38.803731 -121.043799 9 10 Offer D Yes 21.85 No Yes DSL 9 Yes No No Yes No No No Yes Month-to-Month Yes Credit Card 54.95 568.85 0 0 218.5 787.35 Stayed 8735-IJJEG Male 27 Yes 0 Guatay 91931 32.857946 -116.561917 6 14 None Yes 4.05 No Yes DSL 59 No No Yes No No No No Yes Month-to-Month No Credit Card 50.2 668.85 0 0 56.7 725.55 Stayed 8735-NBLWT Male 34 No 2 Foresthill 95631 39.031876 -120.811141 0 9 Offer E Yes 45.83 No No Month-to-Month No Credit Card 20.4 184.1 0 0 412.47 596.57 Stayed 8735-SDUFN Female 65 Yes 0 Salinas 93908 36.624338 -121.615669 5 72 Offer A Yes 8.68 Yes No Two Year No Bank Withdrawal 24.3 1778.7 0 0 624.96 2403.66 Stayed 8738-JOKAR Female 55 No 0 Covina 91722 34.097345 -117.906736 0 42 None Yes 39.32 No Yes Cable 20 Yes Yes No Yes No Yes Yes Yes One Year Yes Credit Card 67.7 2882.25 0 0 1651.44 4533.69 Stayed 8739-QOTTN Female 35 Yes 0 Avalon 90704 33.391181 -118.421305 3 2 Offer E Yes 5.42 No No Month-to-Month No Credit Card 20.35 41.85 0 0 10.84 52.69 Joined 8739-WWKDU Male 69 No 0 San Diego 92109 32.787836 -117.232376 0 25 None Yes 18.46 Yes Yes Fiber Optic 3 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.5 2196.15 0 0 461.5 2657.65 Churned Competitor Competitor had better devices 8739-XNIKG Female 29 No 0 Bakersfield 93301 35.383937 -119.020428 0 5 None Yes 48.49 Yes Yes Fiber Optic 85 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84 424.75 0 0 242.45 667.2 Stayed 8740-CRYFY Male 62 No 0 Sacramento 95823 38.475465 -121.443625 0 1 Offer E Yes 23.96 No Yes Fiber Optic 22 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 78.95 78.95 0 0 23.96 102.91 Churned Competitor Competitor offered higher download speeds 8740-XLHDR Male 30 No 0 Greenwood 95635 38.921333 -120.897718 0 5 None No Yes Cable 59 Yes Yes Yes Yes No No No Yes Month-to-Month Yes Mailed Check 43.25 219 0 0 0 219 Churned Dissatisfaction Network reliability 8741-LQOBK Female 27 Yes 2 Elmira 95625 38.349195 -121.902943 9 46 None No Yes DSL 52 Yes Yes No No No No Yes Yes Month-to-Month No Bank Withdrawal 35.05 1620.25 0 0 0 1620.25 Stayed 8745-PVESG Female 44 No 0 Rancho Santa Fe 92067 33.012751 -117.200617 0 57 None No Yes DSL 24 Yes No Yes Yes No No No Yes One Year Yes Credit Card 41.1 2258.25 0 0 0 2258.25 Stayed 8746-BFOAJ Male 79 No 0 Garden Grove 92845 33.782955 -118.026456 0 21 None Yes 23.23 No No One Year No Bank Withdrawal 20.5 429.55 0 0 487.83 917.38 Stayed 8746-OQQRW Male 64 No 0 Hopland 95449 38.93706 -123.118111 0 4 Offer E Yes 3.69 Yes No Month-to-Month No Credit Card 25.25 101.9 0 0 14.76 116.66 Stayed 8747-UDCOI Female 29 Yes 0 Sun City 92587 33.69887 -117.25071 7 65 Offer B Yes 48.66 No No Two Year No Bank Withdrawal 19.35 1319.95 0 0 3162.9 4482.85 Stayed 8748-HFWBO Male 49 Yes 3 Camino 95709 38.748316 -120.675512 2 19 Offer D Yes 32.47 No No One Year No Credit Card 19.9 357.7 0 0 616.93 974.63 Stayed 8749-CLJXC Male 56 No 0 Ahwahnee 93601 37.375816 -119.739935 0 1 None Yes 13.51 No No Month-to-Month No Credit Card 20.05 20.05 0 0 13.51 33.56 Joined 8749-JMNKX Male 80 Yes 0 Montebello 90640 34.015217 -118.109962 1 51 Offer B Yes 22.14 Yes Yes Fiber Optic 30 Yes No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 93.8 4750.95 0 0 1129.14 5880.09 Churned Dissatisfaction Limited range of services 8749-TZYEC Male 38 Yes 0 Yorba Linda 92887 33.884073 -117.732197 1 72 None Yes 13.72 Yes No Two Year No Credit Card 24.8 1874.3 16.26 0 987.84 2845.88 Stayed 8750-QWZAJ Female 38 Yes 2 Orange 92867 33.81859 -117.821288 1 70 Offer A Yes 48.44 No No Two Year No Bank Withdrawal 19.8 1378.75 0 0 3390.8 4769.55 Stayed 8751-EDEKA Female 56 Yes 0 Rancho Santa Fe 92091 32.99356 -117.207121 7 28 None Yes 33.09 No Yes Fiber Optic 19 No Yes Yes No No Yes Yes Yes Month-to-Month No Credit Card 89.9 2433.5 0 0 926.52 3360.02 Stayed 8752-GHJFU Male 70 Yes 0 Applegate 95703 38.983388 -120.988814 7 71 None Yes 36.6 Yes Yes Fiber Optic 10 Yes Yes Yes Yes No No No Yes One Year Yes Bank Withdrawal 92 6585.2 0 0 2598.6 9183.8 Stayed 8752-IMQOS Male 28 Yes 0 Fullerton 92832 33.868316 -117.929029 1 5 None Yes 5.2 No No One Year No Credit Card 20.1 85.1 0 0 26 111.1 Stayed 8752-STIVR Female 61 No 0 Elmira 95625 38.349195 -121.902943 0 4 None Yes 27.57 No Yes Fiber Optic 27 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79 303.15 0 0 110.28 413.43 Churned Dissatisfaction Limited range of services 8755-IWJHN Male 73 Yes 0 Honeydew 95545 40.342928 -124.063329 5 69 None Yes 49.91 Yes Yes Fiber Optic 13 No Yes Yes No No Yes Yes Yes Two Year Yes Bank Withdrawal 95.35 6382 0 0 3443.79 9825.79 Stayed 8755-OGKNA Female 33 Yes 3 Laton 93242 36.444232 -119.718285 5 57 Offer B Yes 42.14 No No Two Year No Bank Withdrawal 19.5 1167.6 19.89 0 2401.98 3549.69 Stayed 8756-RDDLT Female 53 No 0 San Leandro 94577 37.717196 -122.159338 0 68 None No Yes Cable 13 No Yes No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 44.95 3085.35 0 0 0 3085.35 Stayed 8757-TFHHJ Male 55 No 0 San Jose 95128 37.316146 -121.936285 0 1 None Yes 38.21 No Yes Cable 13 Yes No No No No No No Yes Month-to-Month Yes Credit Card 49.8 49.8 0 0 38.21 88.01 Joined 8760-ZRHKE Female 80 Yes 1 Berry Creek 95916 39.657228 -121.37778 7 71 None Yes 48.59 Yes Yes DSL 15 Yes Yes No No Yes No No Yes One Year No Bank Withdrawal 69.2 4982.5 0 0 3449.89 8432.39 Stayed 8761-NSOBC Male 41 No 0 Gridley 95948 39.346898 -121.759537 0 44 None Yes 42.92 No Yes Fiber Optic 23 No Yes No Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 100.55 4398.15 0 0 1888.48 6286.63 Churned Dissatisfaction Network reliability 8763-KIAFH Female 37 Yes 0 Whittier 90603 33.945318 -117.992066 10 27 None Yes 20.96 No No One Year Yes Credit Card 20.55 583.3 0 0 565.92 1149.22 Stayed 8766-PAFNE Male 21 Yes 0 Hayward 94545 37.62984 -122.120843 6 71 Offer A Yes 28.02 No Yes DSL 27 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 79.1 5564.85 0 0 1989.42 7554.27 Stayed 8769-KKTPH Female 44 Yes 0 Los Angeles 90066 34.002028 -118.430656 2 63 Offer B Yes 1.43 Yes Yes Fiber Optic 16 Yes No No No Yes Yes Yes Yes One Year Yes Credit Card 99.65 6311.2 0 0 90.09 6401.29 Stayed 8773-HHUOZ Female 20 No 0 Los Angeles 90032 34.078821 -118.177576 0 17 None Yes 40.55 No Yes Cable 41 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 64.7 1093.1 0 0 689.35 1782.45 Churned Competitor Competitor offered higher download speeds 8774-GSBUN Male 40 Yes 0 Compton 90222 33.912246 -118.236773 8 72 None Yes 4.15 Yes No Two Year No Credit Card 25.4 1797.1 0 0 298.8 2095.9 Stayed 8775-CEBBJ Female 40 No 0 Seeley 92273 32.790282 -115.689559 0 9 None Yes 41.92 No Yes Cable 29 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 44.2 403.35 0 0 377.28 780.63 Churned Competitor Competitor offered higher download speeds 8775-ERLNB Male 76 Yes 0 Indio 92203 33.752938 -116.230055 7 1 None Yes 17.84 Yes Yes Fiber Optic 20 No No No No No No No Yes Two Year No Bank Withdrawal 74.3 74.3 0 0 17.84 92.14 Joined 8775-LHDJH Female 77 Yes 0 San Jose 95136 37.270938 -121.851046 1 1 Offer E Yes 13.02 Yes Yes Fiber Optic 30 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.6 90.6 0 0 13.02 103.62 Churned Other Don't know 8777-MBMTS Female 65 Yes 0 West Covina 91791 34.061634 -117.893169 10 65 Offer B Yes 36.49 No Yes Fiber Optic 9 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 105.85 6725.5 0 0 2371.85 9097.35 Stayed 8777-PVYGU Female 36 Yes 0 Burson 95225 38.183918 -120.898817 0 52 Offer B Yes 4.22 No Yes DSL 18 Yes No Yes No Yes No No Yes One Year Yes Mailed Check 64.3 3410.6 0 0 219.44 3630.04 Stayed 8778-LMWTJ Female 28 No 0 River Pines 95675 38.545775 -120.743325 0 9 None Yes 13.05 No Yes Fiber Optic 73 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.85 708.2 0 0 117.45 825.65 Stayed 8779-QRDMV Male 78 No 0 Los Angeles 90022 34.02381 -118.156582 0 1 None No Yes DSL 8 No No Yes No No Yes No No Month-to-Month Yes Bank Withdrawal 39.65 39.65 0 20 0 59.65 Churned Competitor Competitor offered more data 8779-YIQQA Male 38 Yes 1 Pico Rivera 90660 33.989524 -118.089299 10 21 None Yes 18 No No One Year No Credit Card 19.8 350.1 0 0 378 728.1 Stayed 8780-IHCRN Male 23 Yes 2 Healdsburg 95448 38.618347 -122.908422 5 63 None Yes 28.92 Yes No Two Year No Credit Card 24.65 1574.5 0 0 1821.96 3396.46 Stayed 8780-IXSTS Female 53 No 0 San Diego 92109 32.787836 -117.232376 0 6 None Yes 1.15 Yes Yes Fiber Optic 3 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 90.1 521.3 0 0 6.9 528.2 Churned Competitor Competitor made better offer 8780-RSYYU Female 42 No 0 Dixon 95620 38.392821 -121.799917 0 25 Offer C Yes 6 No No Month-to-Month Yes Credit Card 19.2 532.1 0 0 150 682.1 Stayed 8780-YRMTT Female 64 No 0 Yountville 94599 38.421458 -122.365048 0 66 Offer A No Yes DSL 29 Yes Yes Yes Yes No No No No Two Year Yes Mailed Check 47.4 3177.25 0 0 0 3177.25 Stayed 8782-LKFPK Male 50 No 0 Beaumont 92223 33.946982 -116.977672 0 44 None Yes 44.92 Yes Yes Fiber Optic 16 No No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 90.4 4063 0 0 1976.48 6039.48 Stayed 8782-NUUOL Male 62 No 0 Crescent Mills 95934 40.080342 -120.957805 0 60 None Yes 35.13 No Yes DSL 3 Yes No Yes Yes Yes Yes Yes Yes One Year No Credit Card 79 4801.1 0 0 2107.8 6908.9 Stayed 8784-CGILN Female 34 No 0 Tarzana 91356 34.157137 -118.548511 0 18 None Yes 36.49 Yes Yes Fiber Optic 3 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.85 1776.95 0 0 656.82 2433.77 Churned Dissatisfaction Product dissatisfaction 8785-CJSHH Female 22 Yes 0 West Sacramento 95691 38.627951 -121.593287 9 60 None Yes 34.48 Yes Yes Fiber Optic 51 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.8 5985.75 0 0 2068.8 8054.55 Stayed 8785-EPNCG Male 42 No 0 Sacramento 95815 38.608405 -121.449942 0 11 None Yes 30.91 Yes No Month-to-Month No Credit Card 23.15 245.2 0 0 340.01 585.21 Churned Competitor Competitor made better offer 8788-DOXSU Male 46 No 0 Frazier Park 93225 34.827662 -118.999073 0 59 None Yes 9.7 No Yes DSL 6 No No Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 61.35 3645.5 0 0 572.3 4217.8 Stayed 8791-GFXLZ Male 58 No 0 San Jose 95127 37.375156 -121.795867 0 12 None Yes 44.78 No Yes DSL 12 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.05 593.05 29.32 0 537.36 1101.09 Stayed 8792-AOROI Female 23 Yes 0 Glendora 91741 34.14649 -117.849815 1 8 Offer E Yes 23.68 No Yes DSL 41 Yes No No Yes No Yes Yes Yes Two Year No Credit Card 65.5 564.35 0 0 189.44 753.79 Stayed 8799-OXZMD Female 35 No 0 Los Angeles 90048 34.072945 -118.37267 0 28 Offer C No Yes DSL 14 No No Yes No No No No Yes Month-to-Month Yes Credit Card 29.75 790.7 0 0 0 790.7 Stayed 8800-JOOCF Female 56 No 1 Fallbrook 92028 33.362575 -117.299644 0 12 None Yes 17.85 Yes Yes Fiber Optic 19 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.05 966.55 0 0 214.2 1180.75 Stayed 8800-ZKRFW Female 62 Yes 2 Philo 95466 39.094102 -123.500853 9 30 None Yes 24.56 Yes Yes Fiber Optic 18 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 107.5 3242.5 0 0 736.8 3979.3 Stayed 8802-UNOJF Male 65 No 0 Philo 95466 39.094102 -123.500853 0 12 Offer D Yes 28.63 No Yes Cable 7 No Yes Yes Yes No No No No Month-to-Month Yes Credit Card 83.8 1029.75 44.58 80 343.56 1408.73 Churned Competitor Competitor had better devices 8805-JNRAZ Female 44 No 0 Huntington Beach 92646 33.666301 -117.969501 0 2 Offer E Yes 29.28 No Yes Cable 4 No Yes No No No No No Yes Month-to-Month No Credit Card 49.2 103.7 0 0 58.56 162.26 Joined 8806-EAGWC Male 25 No 0 Old Station 96071 40.656287 -121.428965 0 3 Offer E Yes 22.77 No Yes DSL 51 No No No No Yes No Yes Yes Month-to-Month No Credit Card 55.15 159.15 0 0 68.31 227.46 Churned Dissatisfaction Network reliability 8807-ARQET Female 59 No 0 Angels Camp 95222 38.071327 -120.632221 0 41 Offer B No Yes Cable 21 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 40.35 1677.85 0 0 0 1677.85 Stayed 8807-OPMBM Female 36 Yes 3 Newbury Park 91320 34.172071 -118.946262 1 55 Offer B Yes 1.44 Yes No Two Year Yes Credit Card 25.65 1388 0 0 79.2 1467.2 Stayed 8808-ELEHO Male 66 No 0 Modesto 95356 37.716186 -121.025836 0 8 None Yes 5.02 Yes Yes Fiber Optic 26 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 81.25 585.95 0 0 40.16 626.11 Churned Price Price too high 8809-RIHDD Male 47 Yes 0 Sacramento 95827 38.549185 -121.328386 1 72 None Yes 3.07 Yes Yes Fiber Optic 23 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 103.4 7372.65 0 0 221.04 7593.69 Churned Price Lack of affordable download/upload speed 8809-XKHMD Male 62 Yes 0 Sacramento 95828 38.486938 -121.395805 5 72 Offer A Yes 43.84 Yes Yes Fiber Optic 15 Yes Yes No Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 100.55 7325.1 0 0 3156.48 10481.58 Stayed 8812-ZRHFP Female 53 Yes 3 San Francisco 94133 37.802071 -122.411004 0 30 Offer C Yes 48.43 No Yes Fiber Optic 58 No No Yes No No Yes Yes Yes One Year No Bank Withdrawal 86.45 2538.05 0 0 1452.9 3990.95 Stayed 8815-LMFLX Male 61 Yes 4 Martinez 94553 38.014457 -122.115432 8 25 Offer C Yes 19.56 Yes No Month-to-Month Yes Bank Withdrawal -8 546.85 0 0 489 1035.85 Stayed 8816-VXNZD Female 36 No 0 Coronado 92118 32.68674 -117.186612 0 1 None Yes 5.94 Yes Yes Fiber Optic 8 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.1 75.1 0 0 5.94 81.04 Churned Dissatisfaction Lack of self-service on Website 8818-DOPVL Female 65 No 0 El Cerrito 94530 37.924838 -122.289145 0 46 Offer B Yes 41.17 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 104.45 4863.85 36.78 0 1893.82 6720.89 Stayed 8818-XYFCQ Male 39 Yes 0 Walnut Creek 94598 37.916648 -122.008483 1 32 Offer C Yes 33.57 Yes Yes Fiber Optic 26 Yes No No No Yes Yes Yes No Month-to-Month Yes Credit Card -8 3204.65 35.82 110 1074.24 4353.07 Churned Competitor Competitor made better offer 8819-IMISP Male 43 No 0 Redlands 92373 34.003243 -117.138286 0 31 None Yes 37.07 Yes Yes Fiber Optic 23 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.45 2429.1 0 0 1149.17 3578.27 Stayed 8819-WFGGJ Male 42 Yes 0 Grimes 95950 39.033058 -121.895718 7 68 Offer A No Yes Cable 16 Yes No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 54.1 3794.5 0 0 0 3794.5 Stayed 8819-ZBYNA Female 51 Yes 0 Murrieta 92562 33.548869 -117.334165 6 58 None Yes 37.15 Yes Yes Fiber Optic 7 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 109.1 6393.65 0 0 2154.7 8548.35 Stayed 8821-KVZKQ Female 52 Yes 2 Fort Bragg 95437 39.455555 -123.683979 1 70 Offer A No Yes Cable 19 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 58.4 4113.15 32.53 0 0 4080.62 Stayed 8821-XNHVZ Female 53 Yes 0 San Diego 92109 32.787836 -117.232376 1 1 None Yes 39.79 No Yes Fiber Optic 7 No No No No Yes No No Yes Month-to-Month Yes Mailed Check 80.05 80.05 0 0 39.79 119.84 Churned Competitor Competitor made better offer 8822-KNBHV Female 30 No 0 Los Angeles 90011 34.00709 -118.258681 0 48 None Yes 45.51 Yes Yes DSL 27 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 83.45 3887.85 0 0 2184.48 6072.33 Stayed 8823-RLPWL Female 24 Yes 0 Rosamond 93560 34.903052 -118.411251 5 72 Offer A Yes 41.21 Yes Yes Fiber Optic 73 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 110.65 8065.65 0 0 2967.12 11032.77 Stayed 8824-RWFXJ Male 21 Yes 0 Santa Cruz 95062 36.974575 -121.991149 1 3 Offer E Yes 29.29 No Yes Cable 52 No Yes Yes No No No Yes Yes Month-to-Month Yes Mailed Check 56.15 168.15 0 0 87.87 256.02 Churned Competitor Competitor had better devices 8835-VSDSE Female 28 Yes 0 San Diego 92129 32.961064 -117.134917 1 2 Offer E Yes 9.76 No Yes Cable 27 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.7 141.45 0 0 19.52 160.97 Churned Competitor Competitor made better offer 8837-VVWLQ Female 35 No 0 Capistrano Beach 92624 33.458754 -117.665104 0 8 None Yes 32.31 No Yes Fiber Optic 6 Yes No No No Yes No No Yes Month-to-Month No Bank Withdrawal 84.95 668.4 0 0 258.48 926.88 Churned Other Moved 8838-GPHZP Female 25 No 0 Orange 92866 33.784597 -117.844535 0 63 None Yes 16.57 No No Two Year Yes Credit Card 20.6 1298.7 0 0 1043.91 2342.61 Stayed 8840-DQLGN Female 65 Yes 0 Burbank 91502 34.177267 -118.31003 1 35 None Yes 15.98 Yes Yes Cable 22 Yes Yes No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 100.5 3653.35 0 0 559.3 4212.65 Churned Attitude Attitude of support person 8844-TONUD Male 54 Yes 0 Acampo 95220 38.200231 -121.235034 4 13 Offer D Yes 45.6 No Yes Fiber Optic 11 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Mailed Check 96.65 1162.85 0 0 592.8 1755.65 Churned Competitor Competitor had better devices 8845-LWKGE Female 56 Yes 1 El Dorado 95623 38.63153 -120.842609 4 30 Offer C Yes 36.74 No Yes Cable 18 No No Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 64.5 1985.15 0 0 1102.2 3087.35 Stayed 8847-GEOOQ Male 34 Yes 0 Fontana 92337 34.049671 -117.468896 10 60 Offer B No Yes DSL 2 No Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 60.2 3582.4 0 0 0 3582.4 Stayed 8849-AYPTR Male 55 Yes 0 Sacramento 95819 38.567594 -121.437507 1 33 Offer C Yes 26.8 No Yes Fiber Optic 17 No No No No Yes Yes Yes No Month-to-Month No Bank Withdrawal 91.25 2964.05 0 130 884.4 3978.45 Stayed 8849-GYOKR Female 59 Yes 0 Mineral 96063 40.408796 -121.579609 2 54 None Yes 8.83 Yes Yes Fiber Optic 21 Yes Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 106.55 5763.3 0 0 476.82 6240.12 Churned Dissatisfaction Product dissatisfaction 8849-PRIQJ Female 53 Yes 2 Simi Valley 93063 34.296813 -118.685703 7 67 None Yes 3.3 Yes Yes Fiber Optic 19 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 109.4 7281.6 38.34 0 221.1 7464.36 Stayed 8851-RAGOV Female 25 Yes 0 Simi Valley 93065 34.269449 -118.768471 10 25 None Yes 2.34 No Yes DSL 73 Yes Yes No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 71.05 1837.7 28.08 0 58.5 1868.12 Stayed 8853-TZDGH Female 42 No 0 Palo Cedro 96073 40.582399 -122.195512 0 72 None Yes 24.19 Yes Yes Fiber Optic 13 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 111.6 8012.75 0 0 1741.68 9754.43 Stayed 8854-CCVSQ Male 58 No 0 Browns Valley 95918 39.292334 -121.320597 0 18 None Yes 38.87 Yes Yes Fiber Optic 7 No Yes No No No No No No Month-to-Month Yes Bank Withdrawal 80.65 1451.9 0 30 699.66 2181.56 Churned Competitor Competitor offered more data 8857-CUPFQ Male 57 Yes 0 Wallace 95254 38.192608 -120.957842 9 63 Offer B Yes 17.38 No No Two Year No Credit Card 19.25 1237.65 0 0 1094.94 2332.59 Stayed 8859-AXJZP Male 39 Yes 0 Helm 93627 36.520537 -120.118055 7 39 None Yes 29.56 Yes No Two Year Yes Credit Card 23.8 903.8 0 0 1152.84 2056.64 Stayed 8859-DZTGQ Male 21 No 0 Petaluma 94952 38.237018 -122.77872 0 33 None Yes 14.48 No No Two Year No Credit Card 20.35 689.75 0 0 477.84 1167.59 Stayed 8859-YSTWS Male 43 No 0 Port Hueneme 93041 34.110124 -119.100972 0 48 Offer B Yes 11.02 No No One Year No Bank Withdrawal 19.95 1004.5 0 0 528.96 1533.46 Stayed 8861-HGGKB Female 57 No 0 San Diego 92117 32.825086 -117.199424 0 10 None Yes 17.65 Yes Yes Fiber Optic 20 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 86.45 830.85 0 0 176.5 1007.35 Churned Competitor Competitor made better offer 8865-TNMNX Male 53 Yes 0 Los Angeles 90043 33.988543 -118.334081 6 10 Offer D Yes 26.17 No Yes DSL 7 No Yes No No No No No Yes One Year No Credit Card 49.55 475.7 0 0 261.7 737.4 Stayed 8868-GAGIO Male 49 Yes 0 Sunnyvale 94089 37.421633 -122.009613 8 45 None Yes 22.8 Yes Yes Fiber Optic 15 Yes No Yes No No No No Yes Month-to-Month Yes Credit Card 84.55 3713.95 0 0 1026 4739.95 Stayed 8868-WOZGU Male 33 No 0 Porterville 93257 36.008958 -118.891593 0 28 Offer C Yes 30.48 Yes Yes Fiber Optic 13 No Yes Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 105.7 2979.5 0 80 853.44 3912.94 Churned Dissatisfaction Service dissatisfaction 8869-LIHMK Female 51 No 0 King City 93930 36.220761 -120.980777 0 64 None Yes 44.31 Yes Yes Fiber Optic 4 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 115.1 7334.05 0 0 2835.84 10169.89 Stayed 8869-TORSS Female 51 No 0 Santa Rosa 95405 38.439696 -122.668817 0 48 None Yes 33.91 No Yes DSL 13 Yes No Yes Yes No No No Yes One Year Yes Credit Card 60.35 2896.4 0 0 1627.68 4524.08 Churned Dissatisfaction Poor expertise of phone support 8871-JLMHM Female 27 Yes 0 Los Angeles 90061 33.92128 -118.274186 3 68 Offer A Yes 3.41 Yes Yes Fiber Optic 26 No Yes Yes Yes No No No Yes Two Year No Credit Card 90.2 6297.65 0 0 231.88 6529.53 Stayed 8873-GLDMH Female 45 No 0 Courtland 95615 38.311609 -121.554034 0 6 None Yes 27.69 Yes Yes Fiber Optic 9 No No No No No No No Yes Month-to-Month Yes Credit Card 73.85 401.3 0 0 166.14 567.44 Stayed 8873-TMKGR Male 40 No 0 Sugarloaf 92386 34.243088 -116.830015 0 29 Offer C Yes 49.52 No No One Year No Credit Card 19.1 529.5 0 0 1436.08 1965.58 Stayed 8874-EJNSR Male 64 Yes 2 Salinas 93908 36.624338 -121.615669 8 39 None Yes 20.49 Yes No Two Year No Credit Card 25.2 987.95 0 0 799.11 1787.06 Stayed 8875-AKBYH Male 78 No 0 Mineral 96063 40.408796 -121.579609 0 20 Offer D Yes 25.51 Yes Yes Fiber Optic 9 No No No No Yes No No No Two Year Yes Bank Withdrawal 84.35 1745.2 0 10 510.2 2265.4 Stayed 8878-HMWBV Male 47 No 0 Nice 95464 39.12334 -122.838198 0 3 Offer E Yes 40.79 No Yes DSL 29 No No Yes No No No No No Month-to-Month Yes Bank Withdrawal 49.15 169.05 0 10 122.37 301.42 Churned Competitor Competitor had better devices 8878-RYUKI Female 30 No 0 Long Beach 90803 33.760458 -118.129725 0 52 None Yes 9.37 No Yes DSL 59 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 59.45 3043.7 0 0 487.24 3530.94 Stayed 8879-XUAHX Male 42 Yes 0 Irvine 92614 33.680302 -117.833296 4 71 None Yes 6.19 Yes Yes Fiber Optic 9 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 116.25 8564.75 0 0 439.49 9004.24 Stayed 8879-ZKJOF Female 57 No 0 Gardena 90249 33.90139 -118.315697 0 41 None Yes 38.21 No Yes DSL 5 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 79.85 3320.75 0 0 1566.61 4887.36 Stayed 8882-TLVRW Male 52 Yes 1 Big Creek 93605 37.17277 -119.2997 3 69 None No Yes DSL 11 Yes No Yes Yes No No No Yes Two Year No Credit Card 39.1 2779.5 0 0 0 2779.5 Stayed 8883-ANODQ Female 44 Yes 1 Termo 96132 41.027281 -120.669427 3 68 None Yes 24.94 Yes Yes Fiber Optic 30 No Yes Yes No No No No Yes Two Year Yes Credit Card 84.4 5746.75 0 0 1695.92 7442.67 Stayed 8883-GRDWQ Male 68 No 0 Stinson Beach 94970 37.921137 -122.657562 0 20 None Yes 22.31 No Yes DSL 21 Yes No No Yes No No No Yes One Year No Credit Card 54 1055.9 0 0 446.2 1502.1 Stayed 8884-ADFVN Male 65 Yes 0 Roseville 95678 38.759751 -121.288545 2 7 None Yes 34.66 Yes Yes Fiber Optic 3 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.95 700.85 0 0 242.62 943.47 Churned Other Don't know 8884-FEEWR Male 22 No 0 El Dorado Hills 95762 38.684437 -121.055634 0 35 Offer C Yes 42.02 No No One Year No Bank Withdrawal 20.6 754 0 0 1470.7 2224.7 Stayed 8884-MRNSU Male 61 Yes 0 Caruthers 93609 36.5276 -119.865999 8 17 Offer D Yes 14.69 No No One Year No Bank Withdrawal 19.9 329.75 0 0 249.73 579.48 Stayed 8885-QSQBX Female 45 No 0 Forest Falls 92339 34.067699 -116.903891 0 1 None Yes 10.83 No Yes DSL 15 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 49.55 49.55 0 0 10.83 60.38 Joined 8887-IPQNC Female 61 Yes 0 Manhattan Beach 90266 33.889632 -118.39737 4 7 None Yes 31.43 No Yes DSL 24 No No No No No No No No Month-to-Month Yes Credit Card 44.25 313.45 0 0 220.01 533.46 Stayed 8894-JVDCV Female 39 No 0 Riverside 92505 33.920907 -117.489426 0 62 Offer B Yes 36.84 Yes Yes Fiber Optic 13 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 115.05 7133.45 0 0 2284.08 9417.53 Stayed 8896-BQTTI Male 41 No 0 Cool 95614 38.880622 -120.973865 0 1 Offer E Yes 3.39 Yes No Month-to-Month Yes Credit Card 25 25 0 0 3.39 28.39 Joined 8896-RAZCR Female 42 No 0 Oro Grande 92368 34.647959 -117.296957 0 44 Offer B Yes 13.45 No No Two Year No Mailed Check 19.9 868.1 0 0 591.8 1459.9 Stayed 8898-KASCD Male 41 No 0 Biggs 95917 39.457388 -121.818201 0 39 None No Yes DSL 14 No No Yes Yes No No No Yes One Year No Credit Card 35.55 1309.15 0 0 0 1309.15 Stayed 8901-HJXTF Female 46 Yes 0 San Diego 92117 32.825086 -117.199424 1 12 None No Yes DSL 27 No Yes No No No No No Yes Month-to-Month No Mailed Check 29.2 309.1 0 0 0 309.1 Churned Competitor Competitor made better offer 8901-UPRHR Female 40 Yes 1 La Grange 95329 37.666587 -120.411517 4 72 Offer A Yes 44.03 Yes Yes Fiber Optic 14 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.2 7711.45 0 0 3170.16 10881.61 Stayed 8902-ZEOVF Male 28 Yes 1 Chilcoot 96105 39.872961 -120.198876 9 47 Offer B Yes 6.51 No No One Year No Credit Card 20.05 951.55 0 0 305.97 1257.52 Stayed 8903-WMRNW Female 55 Yes 0 Durham 95938 39.607831 -121.777959 8 15 None Yes 24.12 No Yes Fiber Optic 13 Yes No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 101.75 1669.4 0 0 361.8 2031.2 Stayed 8903-XEBGX Male 22 No 1 Lancaster 93534 34.727529 -118.153098 0 2 Offer E Yes 43.93 No Yes DSL 59 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 55.3 108.65 0 0 87.86 196.51 Joined 8904-OPDCK Male 76 Yes 0 Citrus Heights 95621 38.69549 -121.307864 4 54 Offer B No Yes DSL 4 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 24.95 1364.75 0 0 0 1364.75 Stayed 8905-IAZPF Female 32 Yes 0 Capistrano Beach 92624 33.458754 -117.665104 4 69 None Yes 46.87 No Yes Fiber Optic 11 No Yes No No Yes Yes Yes Yes One Year Yes Credit Card 95.65 6744.2 0 0 3234.03 9978.23 Stayed 8908-NMQTX Male 36 No 0 Walnut Creek 94595 37.862128 -122.075197 0 72 None No Yes Cable 9 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 65.6 4566.5 0 0 0 4566.5 Stayed 8908-SLFCJ Female 40 No 0 Oroville 95966 39.473896 -121.415927 0 21 Offer D Yes 22.29 No No Two Year Yes Credit Card 20.85 435.25 1.31 0 468.09 902.03 Stayed 8909-BOLNL Male 40 No 0 San Francisco 94123 37.800254 -122.436975 0 3 None Yes 12.05 No No One Year No Credit Card 21.2 52.05 0 0 36.15 88.2 Joined 8910-ICHIU Female 27 No 0 Essex 92332 34.9436 -115.287901 0 46 Offer B Yes 30.6 No Yes Fiber Optic 59 Yes Yes Yes No Yes No No Yes One Year Yes Credit Card 95.65 4664.2 0 0 1407.6 6071.8 Stayed 8910-LEDAG Male 72 Yes 0 Prather 93651 37.007238 -119.505661 2 34 None Yes 12.98 No Yes Fiber Optic 8 No No No No No No No Yes Two Year No Credit Card 71.55 2427.35 0 0 441.32 2868.67 Stayed 8914-RBTSB Male 62 Yes 0 Valley Village 91607 34.165783 -118.399795 1 31 None Yes 2.12 Yes Yes Fiber Optic 17 No Yes Yes No Yes No No No Month-to-Month No Bank Withdrawal 93.8 3019.5 0 50 65.72 3135.22 Churned Other Don't know 8915-NNTRC Male 29 Yes 1 Lake Isabella 93240 35.607875 -118.466318 4 72 None Yes 41.94 Yes Yes Fiber Optic 85 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Credit Card 107.7 7919.8 0 0 3019.68 10939.48 Stayed 8917-FAEMR Female 28 No 0 Vallejo 94590 38.104705 -122.247387 0 37 None Yes 26.49 No No Two Year No Credit Card 19.85 784.25 0 0 980.13 1764.38 Stayed 8917-SZTTJ Male 31 Yes 1 Los Angeles 90042 34.11572 -118.192754 7 60 None Yes 21.98 No No Two Year No Credit Card 19.65 1161.75 0 0 1318.8 2480.55 Stayed 8919-FYFQZ Male 73 Yes 0 Livermore 94550 37.571748 -121.659562 2 44 None No Yes Cable 28 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 30.35 1359.7 0 0 0 1359.7 Churned Competitor Competitor had better devices 8920-NAVAY Male 66 No 0 Los Angeles 90045 33.954017 -118.402447 0 62 None Yes 47.8 Yes Yes Fiber Optic 8 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 110.75 7053.35 0 0 2963.6 10016.95 Stayed 8922-LIEGH Female 72 No 0 Jolon 93928 35.930782 -121.189757 0 25 None Yes 36.36 Yes Yes Fiber Optic 6 No Yes No No No Yes No Yes Month-to-Month Yes Bank Withdrawal -1 2187.55 23.33 0 909 3073.22 Churned Dissatisfaction Poor expertise of online support 8922-NPKBJ Male 63 Yes 2 Manteca 95336 37.830267 -121.201018 10 42 None Yes 34.33 No No Two Year No Mailed Check 19.35 867.3 0 0 1441.86 2309.16 Stayed 8929-KSWIH Male 21 No 0 San Jose 95111 37.284265 -121.827673 0 25 Offer C Yes 4.94 No Yes Fiber Optic 51 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 99.3 2513.5 0 0 123.5 2637 Stayed 8930-XOTDP Female 33 Yes 4 North Hollywood 91606 34.187599 -118.387125 1 18 None Yes 18.47 No Yes DSL 30 No No No No Yes No No Yes Month-to-Month No Credit Card 55.95 1082.8 0 0 332.46 1415.26 Stayed 8931-GJJIQ Female 46 No 0 Burlingame 94010 37.57028 -122.365778 0 9 None Yes 29.7 Yes Yes Fiber Optic 17 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 83.3 803.3 0 0 267.3 1070.6 Churned Attitude Attitude of support person 8932-CZHRQ Male 40 No 0 Bell 90201 33.970343 -118.171368 0 68 Offer A Yes 20.29 Yes Yes DSL 29 Yes Yes Yes No No Yes Yes Yes One Year No Credit Card 76.75 5233.25 0 0 1379.72 6612.97 Stayed 8937-RDTHP Male 40 No 1 Burbank 91504 34.213049 -118.317651 0 1 None Yes 26.85 No Yes Fiber Optic 11 Yes No No No No Yes Yes Yes Month-to-Month Yes Credit Card 84.6 84.6 0 0 26.85 111.45 Churned Dissatisfaction Poor expertise of phone support 8938-UMKPI Female 42 No 0 Corona 92882 33.819385 -117.600213 0 47 Offer B Yes 35.97 Yes Yes Fiber Optic 25 No Yes Yes No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 106.4 5127.95 0 0 1690.59 6818.54 Churned Competitor Competitor had better devices 8942-DBMHZ Male 26 No 0 San Francisco 94122 37.760412 -122.484966 0 12 None Yes 41.11 No No Month-to-Month No Mailed Check 20.45 255.35 0 0 493.32 748.67 Stayed 8943-URTMR Female 56 No 0 Lawndale 90260 33.88856 -118.351813 0 2 Offer E Yes 29.04 No Yes Fiber Optic 21 No No No No Yes No No Yes Month-to-Month Yes Mailed Check 79.65 152.7 0 0 58.08 210.78 Churned Price Lack of affordable download/upload speed 8944-AILEF Male 26 Yes 0 Keyes 95328 37.555631 -120.911653 1 15 Offer D Yes 39.84 No No Month-to-Month Yes Credit Card 19.45 340.85 0 0 597.6 938.45 Stayed 8945-GRKHX Female 41 No 0 Santa Barbara 93110 34.437945 -119.77191 0 1 Offer E Yes 46.09 No Yes Fiber Optic 10 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 78.65 78.65 0 0 46.09 124.74 Churned Competitor Competitor had better devices 8945-MUQUF Male 22 No 0 Fallbrook 92028 33.362575 -117.299644 0 51 Offer B Yes 44.77 Yes Yes Fiber Optic 58 Yes Yes No No Yes No Yes Yes One Year Yes Bank Withdrawal 94.8 4837.6 0 0 2283.27 7120.87 Churned Competitor Competitor made better offer 8946-BFWSG Male 19 Yes 3 Davis 95618 38.544002 -121.685559 8 63 Offer B Yes 24.5 Yes No Two Year No Credit Card 25.25 1573.05 0 0 1543.5 3116.55 Stayed 8947-YRTDV Male 42 Yes 3 Hoopa 95546 41.163637 -123.704841 1 32 None Yes 43.37 No Yes Fiber Optic 76 Yes Yes Yes No No Yes Yes No One Year No Credit Card 94.8 3131.55 0 40 1387.84 4559.39 Stayed 8949-JTMAY Female 49 No 0 Mc Kittrick 93251 35.38381 -119.730885 0 29 Offer C Yes 27.75 Yes Yes Fiber Optic 2 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 98.6 2933.2 0 0 804.75 3737.95 Churned Competitor Competitor had better devices 8950-MTZNV Male 61 No 0 Carson 90746 33.859171 -118.252272 0 1 Offer E Yes 13.63 No Yes DSL 13 No No No No No No No Yes Month-to-Month Yes Mailed Check 44.95 44.95 0 0 13.63 58.58 Joined 8952-WCVCD Female 45 Yes 0 South Gate 90280 33.944624 -118.192615 2 41 Offer B Yes 9.85 No Yes Fiber Optic 14 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 104.45 4162.05 0 0 403.85 4565.9 Stayed 8957-THMOA Female 40 No 3 Big Bear City 92314 34.278967 -116.773825 0 50 None Yes 18.95 No No Two Year No Credit Card 20.15 970.85 0 0 947.5 1918.35 Stayed 8958-JPTRR Female 23 Yes 0 Calabasas 91302 34.130861 -118.68346 7 56 None Yes 21.21 Yes No One Year No Bank Withdrawal 24.3 1261.7 0 0 1187.76 2449.46 Stayed 8961-QDZZJ Female 35 Yes 2 Lake Arrowhead 92352 34.2565 -117.19335 3 57 Offer B Yes 42.18 No Yes Fiber Optic 22 No Yes No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 95 5535.8 0 0 2404.26 7940.06 Stayed 8963-JLGJT Male 20 No 1 Santa Barbara 93105 34.037342 -119.80079 0 3 Offer E Yes 33.28 No Yes Cable 69 Yes No Yes No No No Yes Yes Month-to-Month No Credit Card 55.9 157.55 0 0 99.84 257.39 Joined 8963-MQVYN Female 28 No 2 Lost Hills 93249 35.637715 -119.893068 0 22 Offer D Yes 43.97 No No Month-to-Month Yes Bank Withdrawal 20.55 469.85 0 0 967.34 1437.19 Stayed 8966-KZXXA Male 48 Yes 1 Long Beach 90807 33.830099 -118.182239 9 36 None Yes 34.79 Yes No Two Year No Credit Card 25.1 930.95 0 0 1252.44 2183.39 Stayed 8966-OIQHG Female 49 Yes 2 Stanton 90680 33.801869 -117.995068 8 22 None Yes 45.35 No No One Year No Bank Withdrawal 20.75 452.35 0 0 997.7 1450.05 Stayed 8966-SNIZF Female 26 Yes 0 Vista 92083 33.17494 -117.242761 9 70 None Yes 23.52 No No Two Year No Bank Withdrawal 19.45 1303.5 14.49 0 1646.4 2935.41 Stayed 8967-SZQAS Female 25 No 0 Hornitos 95325 37.479926 -120.230424 0 14 Offer D Yes 39.22 No Yes DSL 48 No Yes No No No No No No Month-to-Month No Bank Withdrawal 50.45 765.45 0 140 549.08 1454.53 Stayed 8969-PRHFK Male 32 No 0 Red Bluff 96080 40.186772 -122.388361 0 18 Offer D Yes 1.42 No No One Year No Credit Card 19.65 411.25 0 0 25.56 436.81 Stayed 8970-ANWXO Female 37 No 0 Sacramento 95835 38.685069 -121.543709 0 23 Offer D Yes 35.03 Yes Yes DSL 3 No No No Yes Yes Yes Yes Yes One Year Yes Credit Card 73.75 1756.6 0 0 805.69 2562.29 Stayed 8972-HJWNV Female 75 Yes 0 Huron 93234 36.217864 -120.080117 1 7 Offer E Yes 21.43 Yes Yes Fiber Optic 12 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 84.55 646.85 0 0 150.01 796.86 Churned Competitor Competitor made better offer 8974-OVACP Female 40 No 0 Yermo 92398 35.013299 -116.834092 0 1 None Yes 27.59 No No Month-to-Month No Mailed Check 20.15 20.15 0 0 27.59 47.74 Joined 8975-SKGRX Male 29 Yes 0 Redwood City 94063 37.499411 -122.196318 1 71 None Yes 33.83 Yes Yes Fiber Optic 27 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 116.1 8310.55 0 130 2401.93 10842.48 Stayed 8976-OQHGT Female 38 Yes 3 Lomita 90717 33.794209 -118.317354 5 4 None Yes 42.71 No Yes DSL 56 No Yes No Yes No No No Yes Month-to-Month No Credit Card 56.5 235.1 0 0 170.84 405.94 Churned Dissatisfaction Lack of self-service on Website 8979-CAMGB Male 67 No 0 Vacaville 95687 38.333133 -121.920151 0 64 None Yes 10.07 Yes Yes Fiber Optic 26 No No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 102.1 6688.1 0 0 644.48 7332.58 Stayed 8980-WQFWL Female 61 No 0 Ontario 91761 34.035602 -117.591528 0 35 None Yes 2.15 No Yes DSL 7 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 62.1 2096.1 0 0 75.25 2171.35 Stayed 8981-FJGLA Male 63 No 2 Hemet 92545 33.734933 -117.044145 0 11 Offer D Yes 47.12 Yes Yes Fiber Optic 23 No No Yes No No No No Yes Month-to-Month Yes Mailed Check 78 851.8 0 0 518.32 1370.12 Stayed 8982-NHAVY Male 23 No 0 Littlerock 93543 34.505273 -117.955054 0 27 Offer C Yes 8.86 Yes Yes Fiber Optic 73 No No Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 100.5 2673.45 0 70 239.22 2982.67 Stayed 8984-EYLLL Male 29 Yes 0 San Diego 92107 32.741852 -117.243453 5 64 None Yes 40.18 Yes Yes Fiber Optic 30 No Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.25 6823.4 23.67 0 2571.52 9371.25 Stayed 8984-HPEMB Female 58 No 0 Lytle Creek 92358 34.238162 -117.534306 0 71 Offer A Yes 17.9 Yes Yes Fiber Optic 21 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 118.65 8477.6 0 0 1270.9 9748.5 Stayed 8985-OOPOS Female 54 No 0 Occidental 95465 38.415003 -122.998726 0 1 None Yes 36.05 No Yes DSL 30 No No Yes Yes Yes Yes Yes Yes One Year No Credit Card 74.1 74.1 0 0 36.05 110.15 Joined 8988-ECPJR Female 79 Yes 0 Van Nuys 91411 34.17847 -118.459472 1 34 Offer C Yes 25.84 Yes Yes Fiber Optic 15 No Yes No No No No No Yes Month-to-Month Yes Credit Card 79.6 2718.3 0 0 878.56 3596.86 Churned Dissatisfaction Product dissatisfaction 8990-YOZLV Female 46 No 0 Hickman 95323 37.605926 -120.69955 0 69 Offer A Yes 13.91 Yes Yes Cable 7 Yes Yes No Yes No No No Yes Two Year Yes Credit Card 66.9 4577.9 0 0 959.79 5537.69 Stayed 8990-ZXLSU Female 63 No 0 Sun City 92586 33.707483 -117.200006 0 9 Offer E Yes 29.87 No Yes Fiber Optic 5 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.05 651.5 0 0 268.83 920.33 Stayed 8992-CEUEN Female 59 No 0 Arnold 95223 38.32153 -120.236358 0 1 None Yes 7.8 No No Month-to-Month No Bank Withdrawal 18.85 18.85 0 0 7.8 26.65 Joined 8992-JQYUN Male 40 Yes 0 San Fernando 91340 34.286131 -118.435969 1 1 Offer E No Yes DSL 20 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.35 50.35 0 0 0 50.35 Churned Competitor Competitor offered more data 8992-OBVDG Male 25 No 0 Desert Hot Springs 92240 33.948558 -116.516976 0 21 Offer D Yes 39.85 No Yes DSL 52 No No Yes No No Yes Yes Yes Month-to-Month No Credit Card 61.65 1393.6 0 0 836.85 2230.45 Stayed 8992-VONJD Female 63 No 1 Long Beach 90822 33.778436 -118.118648 0 13 None Yes 27.04 No Yes DSL 10 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 56 764.55 0 0 351.52 1116.07 Stayed 8993-IZEUX Male 54 No 0 Adin 96006 41.171578 -120.913161 0 7 None Yes 21.12 No Yes Fiber Optic 7 No No No No No No No Yes Month-to-Month No Bank Withdrawal 69.15 488.65 0 0 147.84 636.49 Stayed 8993-PHFWD Female 62 No 0 Old Station 96071 40.656287 -121.428965 0 3 None No Yes DSL 27 No No No No No No No Yes Month-to-Month No Bank Withdrawal 25.25 58.9 0 0 0 58.9 Churned Competitor Competitor had better devices 8996-ZROXE Male 78 No 0 Miranda 95553 40.210895 -123.86 0 57 Offer B Yes 28.44 No Yes DSL 24 No No Yes Yes No No No Yes One Year Yes Bank Withdrawal 53.5 3035.8 0 0 1621.08 4656.88 Stayed 8999-BOHSE Female 68 No 0 Gilroy 95020 37.03889 -121.528955 0 11 None Yes 3.96 No Yes Fiber Optic 27 No No No No Yes Yes No Yes Month-to-Month No Bank Withdrawal 89.7 1047.7 0 0 43.56 1091.26 Churned Attitude Attitude of support person 8999-EXMNO Female 48 Yes 3 Dos Rios 95429 39.756049 -123.358701 1 19 Offer D Yes 31.85 No No Two Year No Credit Card 20.15 387.7 2.97 0 605.15 989.88 Stayed 8999-XXGNS Female 70 Yes 0 Healdsburg 95448 38.618347 -122.908422 7 72 Offer A Yes 18.15 Yes Yes Fiber Optic 16 No Yes Yes No Yes Yes Yes No One Year Yes Credit Card 105.75 7629.85 0 80 1306.8 9016.65 Stayed 8999-YPYBV Male 63 Yes 0 Garden Valley 95633 38.852544 -120.837669 3 45 Offer B Yes 30.8 No Yes Cable 3 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 84.35 3858.05 0 0 1386 5244.05 Stayed 9000-PLFUZ Female 70 Yes 0 Merced 95340 37.255637 -120.493537 3 60 None No Yes DSL 22 No Yes No No Yes Yes No No Two Year Yes Credit Card 49.45 2907.55 0 40 0 2947.55 Stayed 9003-CPATH Male 53 No 0 Carson 90745 33.822295 -118.26411 0 42 None Yes 9.46 Yes Yes Fiber Optic 14 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 79.9 3313.4 23.47 0 397.32 3687.25 Stayed 9013-AQORL Female 26 No 2 Ramona 92065 33.044541 -116.833922 0 48 Offer B No Yes DSL 48 No Yes Yes No No Yes Yes Yes Month-to-Month No Credit Card 45.55 2108.35 0 0 0 2108.35 Stayed 9018-PCIOK Female 63 No 0 Newark 94560 37.504133 -122.032347 0 55 Offer B Yes 27 No Yes Cable 20 No Yes Yes No No Yes Yes Yes Two Year Yes Mailed Check 64.75 3617.1 0 0 1485 5102.1 Stayed 9019-QVLZD Female 58 No 0 Oakland 94602 37.803883 -122.208417 0 1 None Yes 32.13 No Yes Fiber Optic 15 No No No No Yes No No No Month-to-Month No Bank Withdrawal 79.55 79.55 0 10 32.13 121.68 Churned Competitor Competitor made better offer 9025-AOMKI Female 42 No 0 Carpinteria 93013 34.441398 -119.513163 0 6 Offer E Yes 43.8 Yes Yes Fiber Optic 5 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.55 536.4 0 0 262.8 799.2 Churned Other Moved 9025-ZRPVR Male 59 No 0 Pacific Grove 93950 36.618337 -121.926417 0 9 Offer E Yes 49.74 No No Month-to-Month Yes Credit Card 18.95 185.6 0 0 447.66 633.26 Churned Attitude Attitude of support person 9026-LHEVG Female 45 No 0 Boulevard 91905 32.677097 -116.304991 0 9 Offer E No Yes DSL 21 No Yes No No No Yes Yes No Month-to-Month No Bank Withdrawal 40.75 359.4 0 20 0 379.4 Stayed 9026-RNUJS Male 73 No 0 Van Nuys 91401 34.178483 -118.431791 0 5 None Yes 18.69 No Yes DSL 28 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 50.35 237.25 0 0 93.45 330.7 Churned Dissatisfaction Product dissatisfaction 9027-TMATR Female 42 Yes 0 Warner Springs 92086 33.323705 -116.626907 1 43 None Yes 38.53 No Yes DSL 27 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 78.8 3460.3 24.9 0 1656.79 5092.19 Stayed 9027-YFHQJ Male 26 No 0 San Francisco 94112 37.720498 -122.443119 0 7 Offer E Yes 45.13 Yes No Month-to-Month Yes Bank Withdrawal 25.05 152.95 0 0 315.91 468.86 Stayed 9028-LIHRP Male 22 Yes 1 Burbank 91506 34.169706 -118.323548 1 71 None Yes 33.69 No Yes Fiber Optic 27 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 100.2 7209 0 0 2391.99 9600.99 Stayed 9029-FEGVJ Female 68 Yes 0 Escondido 92027 33.141265 -116.967221 2 32 Offer C Yes 2.17 Yes Yes Fiber Optic 11 No No Yes No No No No Yes Two Year No Mailed Check 79.3 2570 0 0 69.44 2639.44 Stayed 9030-QGZNL Female 31 No 0 Corona 92883 33.762351 -117.488725 0 8 None Yes 11.46 No No Two Year No Credit Card 20.85 161.65 0 0 91.68 253.33 Stayed 9031-ZVQPT Male 21 Yes 0 San Francisco 94109 37.794487 -122.42227 10 72 None Yes 14.19 Yes Yes Fiber Optic 71 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 108.2 7840.6 0 0 1021.68 8862.28 Stayed 9033-EOXWV Female 57 No 0 Oakland 94603 37.739113 -122.175602 0 12 None Yes 42.58 Yes Yes DSL 22 No No No Yes Yes Yes Yes Yes One Year No Credit Card 74.05 872.65 48.61 0 510.96 1335 Churned Other Don't know 9036-CSKBW Female 62 No 0 Los Gatos 95033 37.160194 -121.945611 0 51 None Yes 7.54 Yes Yes Fiber Optic 6 Yes Yes Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 107.45 5680.9 14.76 0 384.54 6050.68 Stayed 9039-RBEEE Male 27 No 0 Santa Clara 95050 37.351214 -121.952417 0 39 None No Yes Cable 48 Yes Yes No Yes Yes No No Yes Month-to-Month Yes Credit Card 48.95 1880.85 0 0 0 1880.85 Churned Price Price too high 9039-ZVJDC Male 49 No 0 Pauma Valley 92061 33.313828 -116.940501 0 3 None Yes 16.32 No No Month-to-Month Yes Credit Card 19.1 53.05 0 0 48.96 102.01 Joined 9040-KZVWO Male 59 No 0 Big Bear Lake 92315 34.242058 -116.89802 0 26 Offer C Yes 39.63 No Yes Fiber Optic 29 No Yes No No No No No Yes One Year No Bank Withdrawal 75.5 2018.1 0 0 1030.38 3048.48 Stayed 9046-DQMTP Male 49 No 0 Kyburz 95720 38.766036 -120.209673 0 35 None Yes 17.92 No No Month-to-Month No Bank Withdrawal 20.75 739.9 0 0 627.2 1367.1 Stayed 9046-JBFWA Male 20 No 2 Port Costa 94569 38.035707 -122.196821 0 27 None Yes 30.36 No No Month-to-Month No Credit Card 19.15 537.35 0 0 819.72 1357.07 Stayed 9048-JVYVF Male 48 No 0 Fallbrook 92028 33.362575 -117.299644 0 3 None Yes 35.64 No Yes Cable 6 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 69.35 191.35 0 0 106.92 298.27 Churned Other Don't know 9050-IKDZA Female 66 No 0 Clovis 93611 36.917652 -119.593757 0 2 None Yes 24.95 No Yes Fiber Optic 22 No No No No Yes No No Yes Two Year No Credit Card 81.5 162.55 0 0 49.9 212.45 Joined 9050-QLROH Male 26 No 0 San Diego 92126 32.886925 -117.152162 0 18 None Yes 28.59 Yes Yes Fiber Optic 26 No No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 90.7 1597.25 0 0 514.62 2111.87 Churned Competitor Competitor made better offer 9052-DHNKM Male 23 No 0 Redondo Beach 90277 33.830453 -118.384565 0 26 None Yes 38.04 Yes Yes DSL 73 Yes Yes No No No No No Yes One Year No Bank Withdrawal 61.55 1581.95 0 0 989.04 2570.99 Stayed 9052-VKDUW Female 68 Yes 0 Pollock Pines 95726 38.733908 -120.453416 8 65 Offer B Yes 15.3 Yes Yes Fiber Optic 29 Yes Yes Yes No Yes Yes No Yes One Year Yes Credit Card 109.4 7227.45 0 0 994.5 8221.95 Stayed 9053-EJUNL Male 35 No 0 Mecca 92254 33.543835 -115.993906 0 41 Offer B Yes 41.85 Yes Yes Fiber Optic 16 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.2 3645.75 2.21 0 1715.85 5359.39 Stayed 9053-JZFKV Male 25 No 0 Redway 95560 40.142256 -123.852927 0 67 Offer A Yes 33.88 Yes Yes Fiber Optic 71 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 116.2 7752.3 0 0 2269.96 10022.26 Churned Other Don't know 9054-FOWNV Male 53 Yes 3 Brentwood 94513 37.908242 -121.682472 1 22 Offer D Yes 11.39 Yes Yes Fiber Optic 56 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 88.75 1885.15 0 0 250.58 2135.73 Stayed 9055-MOJJJ Female 39 Yes 2 Douglas City 96024 40.586588 -122.903677 5 64 Offer B Yes 26.7 No Yes Cable 17 Yes No No Yes Yes No No No One Year No Mailed Check 65.8 4068 27.79 20 1708.8 5769.01 Stayed 9057-MSWCO Male 71 Yes 0 San Diego 92122 32.85723 -117.209774 0 27 None No Yes Cable 13 Yes No No No No No No No Month-to-Month No Credit Card 30.75 805.1 0 140 0 945.1 Churned Competitor Competitor made better offer 9057-SIHCH Female 48 No 0 Twentynine Palms 92278 34.457829 -116.139589 0 3 Offer E Yes 9.95 Yes Yes Fiber Optic 13 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.6 291.9 0 0 29.85 321.75 Churned Price Price too high 9058-CBREO Female 69 No 0 Winton 95388 37.421299 -120.599587 0 1 None Yes 22.56 Yes Yes Cable 2 No No No No No No No Yes Month-to-Month No Credit Card 50.55 50.55 0 0 22.56 73.11 Churned Dissatisfaction Product dissatisfaction 9058-HRZSV Female 77 Yes 0 Baldwin Park 91706 34.098275 -117.967399 2 65 None Yes 38.32 No Yes Fiber Optic 25 Yes Yes Yes No No Yes Yes Yes One Year No Bank Withdrawal 94.4 6126.15 0 0 2490.8 8616.95 Stayed 9058-MJLZC Female 37 No 0 Yuba City 95991 39.02741 -121.614982 0 24 None Yes 35.56 No Yes Fiber Optic 3 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.6 2283.15 0 0 853.44 3136.59 Stayed 9060-HJJRW Female 52 No 0 Culver City 90232 34.019323 -118.391902 0 51 None No Yes DSL 24 No Yes Yes No Yes Yes Yes Yes One Year Yes Credit Card 56.4 2928.5 0 0 0 2928.5 Stayed 9061-TIHDA Male 67 Yes 0 Murrieta 92563 33.581045 -117.14719 1 13 None Yes 31.7 Yes Yes Cable 6 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.25 1233.65 48.09 0 412.1 1597.66 Churned Competitor Competitor had better devices 9063-ZGTUY Female 22 Yes 0 Adelanto 92301 34.667815 -117.536183 3 61 None Yes 46.27 No No Month-to-Month Yes Credit Card 19.4 1182.55 0 0 2822.47 4005.02 Churned Price Long distance charges 9065-ZCPQX Male 24 Yes 0 San Jacinto 92582 33.806708 -117.02007 2 72 Offer A Yes 39.61 Yes Yes DSL 85 Yes Yes Yes Yes No Yes Yes Yes Two Year No Bank Withdrawal 78.85 5763.15 0 0 2851.92 8615.07 Stayed 9066-QRSDU Female 23 Yes 0 Marina 93933 36.689582 -121.758398 7 69 Offer A Yes 22.08 Yes No One Year Yes Bank Withdrawal 26.3 1763.55 0 0 1523.52 3287.07 Stayed 9067-SQTNS Male 37 Yes 2 Salinas 93905 36.667794 -121.601306 1 44 None Yes 34.94 No No One Year No Bank Withdrawal 20.6 926 0 0 1537.36 2463.36 Stayed 9067-YGSCA Female 35 No 0 Salinas 93901 36.64152 -121.622188 0 70 None Yes 31.33 Yes No One Year No Credit Card 26.05 1856.4 0 0 2193.1 4049.5 Stayed 9068-FHQHD Female 42 Yes 3 Petrolia 95558 40.274302 -124.210902 1 40 None Yes 3.01 No No Two Year No Bank Withdrawal 20.15 777.35 0 0 120.4 897.75 Stayed 9068-VPWQQ Male 21 Yes 0 Tracy 95376 37.680968 -121.446049 10 61 None Yes 28.8 Yes Yes Cable 52 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 75.35 4729.3 0 0 1756.8 6486.1 Stayed 9069-LGEUL Male 25 Yes 0 San Diego 92117 32.825086 -117.199424 5 23 None Yes 3.67 No Yes DSL 69 Yes No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 59.95 1406 26.55 140 84.41 1603.86 Stayed 9070-BCKQP Female 20 Yes 0 Wilmington 90744 33.782068 -118.262263 5 72 Offer A Yes 23.7 Yes Yes Fiber Optic 85 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 110.15 7881.2 0 0 1706.4 9587.6 Stayed 9073-ZZIAY Male 51 Yes 0 Long Beach 90806 33.802664 -118.179971 2 62 None Yes 43.2 No Yes DSL 23 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 86.1 5215.25 0 0 2678.4 7893.65 Stayed 9074-KGVOX Male 44 Yes 3 Westport 95488 39.724433 -123.767578 10 50 None No Yes DSL 23 Yes No No No Yes No No Yes Month-to-Month Yes Credit Card 39.45 2021.35 0 0 0 2021.35 Stayed 9076-AXYIK Male 66 Yes 0 Nipton 92364 35.478736 -115.516984 2 64 None Yes 20.19 Yes Yes Fiber Optic 8 No No Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 102.1 6538.45 0 0 1292.16 7830.61 Stayed 9079-LWTFD Male 50 No 0 Pioneertown 92268 34.201108 -116.593456 0 47 None Yes 47.73 Yes Yes Fiber Optic 25 Yes Yes No Yes Yes No No Yes Month-to-Month No Credit Card 100.75 4669.2 0 0 2243.31 6912.51 Stayed 9079-YEXQJ Female 56 No 0 Chino 91710 33.990646 -117.663025 0 54 None Yes 46.74 Yes Yes Fiber Optic 16 No Yes Yes Yes Yes Yes Yes No Month-to-Month No Bank Withdrawal 111.1 6014.85 0 50 2523.96 8588.81 Churned Dissatisfaction Product dissatisfaction 9081-WWXKP Female 64 Yes 1 Soledad 93960 36.414216 -121.360597 8 47 None Yes 37.35 No No Two Year No Credit Card 20.25 873.4 0 0 1755.45 2628.85 Stayed 9084-OAYKL Male 29 No 0 Little River 95456 39.245911 -123.77214 0 58 Offer B Yes 49.02 No No Two Year No Credit Card 20.8 1212.25 0 0 2843.16 4055.41 Stayed 9086-YJYXS Male 23 Yes 1 San Martin 95046 37.084697 -121.606417 0 34 Offer C Yes 5.39 Yes Yes Cable 52 No No Yes No Yes Yes Yes Yes One Year No Bank Withdrawal 77.2 2753.8 0 0 183.26 2937.06 Stayed 9087-EYCPR Female 63 No 0 Manteca 95336 37.830267 -121.201018 0 60 Offer B Yes 39.41 Yes No Two Year No Mailed Check 25 1505.05 0 0 2364.6 3869.65 Stayed 9089-UOWJG Female 51 Yes 3 Lotus 95651 38.815515 -120.916997 2 12 None Yes 7.97 No Yes DSL 52 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 58.35 740.55 0 0 95.64 836.19 Stayed 9090-SGQXL Male 70 Yes 0 Ben Lomond 95005 37.078873 -122.090386 1 68 None Yes 47.17 Yes Yes Fiber Optic 29 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 105.3 7299.65 0 0 3207.56 10507.21 Churned Competitor Competitor offered more data 9091-WTUUY Male 30 Yes 0 Ripon 95366 37.750778 -121.13238 4 64 None Yes 25.74 No Yes DSL 51 Yes No Yes Yes Yes No No Yes Two Year No Mailed Check 69.25 4447.75 0 0 1647.36 6095.11 Stayed 9092-GDZKO Male 49 No 0 New Cuyama 93254 34.956577 -119.750142 0 22 Offer D Yes 22.97 Yes No Month-to-Month Yes Credit Card 24.85 493.4 21.32 0 505.34 977.42 Stayed 9093-FPDLG Female 54 No 0 Hilmar 95324 37.394536 -120.890747 0 11 None Yes 9.52 No Yes Fiber Optic 4 No Yes Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.2 999.9 0 0 104.72 1104.62 Stayed 9094-AZPHK Female 64 No 0 San Bernardino 92405 34.142747 -117.300864 0 15 Offer D Yes 32.07 Yes Yes Fiber Optic 28 No Yes No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 100.15 1415 0 0 481.05 1896.05 Stayed 9095-HFAFX Female 61 No 0 San Diego 92126 32.886925 -117.152162 0 5 Offer E Yes 20.2 No Yes Fiber Optic 23 No No No No Yes No No No Month-to-Month Yes Credit Card 81 389.6 0 10 101 500.6 Churned Competitor Competitor made better offer 9097-ZUBYC Male 39 Yes 0 North San Juan 95960 39.423046 -120.984472 4 14 Offer D Yes 21.34 No Yes DSL 24 No No No Yes No No No Yes Month-to-Month No Bank Withdrawal 48.8 664.4 0 0 298.76 963.16 Stayed 9099-FTUHS Female 40 No 0 Grass Valley 95945 39.194539 -120.988066 0 23 None Yes 48.63 Yes Yes Cable 11 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 54.4 1249.25 0 0 1118.49 2367.74 Stayed 9101-BWFSS Female 58 Yes 0 Tollhouse 93667 36.993666 -119.348267 1 50 Offer B Yes 29.43 Yes Yes Fiber Optic 14 Yes Yes No Yes Yes Yes Yes Yes One Year No Bank Withdrawal 108.55 5610.7 0 0 1471.5 7082.2 Churned Other Moved 9101-NTIXF Male 32 No 0 Lompoc 93436 34.601055 -120.382917 0 2 Offer E Yes 15.16 No No Month-to-Month No Credit Card 19.4 50.6 0 0 30.32 80.92 Joined 9102-IAYHT Female 29 Yes 0 Salinas 93908 36.624338 -121.615669 1 17 None Yes 47.76 Yes Yes Fiber Optic 26 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.45 1451.6 0 0 811.92 2263.52 Churned Attitude Attitude of support person 9102-OXKFY Male 35 No 0 Camptonville 95922 39.432127 -121.099287 0 59 Offer B Yes 49.48 Yes Yes Cable 9 No No Yes No No No No Yes Two Year No Credit Card 54.15 3116.15 0 0 2919.32 6035.47 Stayed 9103-CXVOK Male 31 Yes 2 Grover Beach 93433 35.120833 -120.61843 8 1 None Yes 30.38 No No Month-to-Month No Bank Withdrawal 19.75 19.75 0 0 30.38 50.13 Joined 9103-TCIHJ Female 60 No 0 Los Angeles 90059 33.927254 -118.249826 0 15 Offer D Yes 40.66 Yes Yes DSL 8 Yes No No No No No No Yes Month-to-Month Yes Mailed Check 55.7 899.8 0 0 609.9 1509.7 Churned Price Price too high 9107-UKCKY Male 36 Yes 0 Carpinteria 93013 34.441398 -119.513163 7 61 Offer B Yes 27.88 Yes Yes DSL 5 No Yes Yes No Yes Yes Yes No One Year Yes Bank Withdrawal 79.8 4914.8 0 70 1700.68 6685.48 Stayed 9108-EJFJP Female 21 Yes 0 Jacumba 91934 32.649787 -116.2237 6 1 Offer E Yes 16.06 No Yes DSL 59 Yes Yes No No No No Yes Yes Month-to-Month Yes Credit Card 53.55 53.55 0 0 16.06 69.61 Joined 9108-EQPNQ Female 27 Yes 2 San Leandro 94577 37.717196 -122.159338 10 10 Offer D Yes 18.57 Yes No Two Year No Credit Card 26.1 225.55 0 0 185.7 411.25 Stayed 9110-HSGTV Female 46 No 0 San Diego 92102 32.716007 -117.117462 0 69 Offer A Yes 25.73 No Yes DSL 22 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 82.45 5555.3 15.38 0 1775.37 7315.29 Stayed 9112-WSNPU Female 65 No 0 Monterey 93940 36.362741 -121.869685 0 35 None Yes 16.91 No Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.55 2419 0 0 591.85 3010.85 Stayed 9114-AAFQH Female 27 Yes 0 North Highlands 95660 38.671295 -121.388251 6 48 Offer B Yes 49.88 No Yes DSL 42 No Yes Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 65.65 3094.65 0 0 2394.24 5488.89 Stayed 9114-DPSIA Male 22 Yes 3 Stockton 95205 37.965695 -121.260051 8 72 None Yes 2.73 Yes Yes DSL 59 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 81 5750 0 0 196.56 5946.56 Stayed 9114-VEPUF Male 19 Yes 0 Redwood City 94065 37.527497 -122.230941 4 62 Offer B Yes 30.51 Yes Yes Fiber Optic 41 Yes Yes No No No Yes Yes Yes One Year No Bank Withdrawal 96.1 6001.45 0 0 1891.62 7893.07 Stayed 9115-YQHGA Male 26 No 0 Lemoore 93245 36.303666 -119.825657 0 40 Offer B Yes 34.49 No Yes DSL 73 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 51.1 2092.9 0 0 1379.6 3472.5 Stayed 9117-SHLZX Male 36 No 0 Fremont 94538 37.505768 -121.962472 0 1 None Yes 10.41 No Yes DSL 17 No No No No No No No Yes Month-to-Month Yes Mailed Check 45.7 45.7 0 0 10.41 56.11 Churned Dissatisfaction Poor expertise of phone support 9121-PHQSR Male 69 Yes 0 Stratford 93266 36.175255 -119.813805 6 16 Offer D Yes 48.41 Yes Yes Fiber Optic 6 No No No No Yes No No Yes Two Year Yes Credit Card 85.05 1391.15 0 0 774.56 2165.71 Stayed 9122-UMROB Male 29 No 0 Los Angeles 90010 34.062125 -118.315709 0 1 None Yes 10.84 No No Month-to-Month No Credit Card 20.3 20.3 0 0 10.84 31.14 Joined 9124-LHCJQ Female 22 No 0 Los Angeles 90057 34.061918 -118.277939 0 1 None Yes 31.03 Yes Yes Fiber Optic 27 No No No No No Yes Yes Yes Month-to-Month Yes Credit Card 85.45 85.45 0 0 31.03 116.48 Churned Price Price too high 9127-FHJBZ Male 60 Yes 3 Vallecito 95251 38.055562 -120.456298 1 72 None Yes 32.47 Yes Yes Fiber Optic 76 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 114 8093.15 0 0 2337.84 10430.99 Stayed 9127-QRZMH Male 39 Yes 0 Santa Ana 92706 33.765893 -117.881533 1 44 None Yes 17.61 No Yes DSL 24 Yes Yes No Yes No No No Yes One Year Yes Bank Withdrawal -9 2603.95 0 0 774.84 3378.79 Stayed 9128-CPXKI Female 36 No 0 Nicolaus 95659 38.788898 -121.608624 0 59 None Yes 30.44 No Yes Fiber Optic 30 No No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 95.8 5655.45 0 0 1795.96 7451.41 Stayed 9129-UXERG Female 65 No 0 Van Nuys 91405 34.202494 -118.448048 0 18 None Yes 1.27 Yes Yes Fiber Optic 3 No Yes No Yes Yes Yes Yes No Month-to-Month Yes Credit Card 103.6 1806.35 0 10 22.86 1839.21 Stayed 9133-AYJZG Female 40 No 0 Mill Valley 94941 37.901371 -122.572024 0 23 None Yes 14.45 Yes Yes Fiber Optic 19 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 98.7 2249.1 0 0 332.35 2581.45 Stayed 9134-CEQMF Male 75 Yes 0 Nice 95464 39.12334 -122.838198 1 7 Offer E Yes 13.63 No Yes Fiber Optic 27 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 89.5 676.7 0 0 95.41 772.11 Churned Dissatisfaction Network reliability 9134-WYRVP Male 51 No 0 Suisun City 94585 38.197907 -122.017258 0 51 Offer B Yes 27.3 No Yes Fiber Optic 13 Yes No No No Yes No No Yes One Year No Credit Card 86.35 4267.15 0 0 1392.3 5659.45 Stayed 9135-HSWOC Male 28 Yes 1 Fremont 94555 37.555473 -122.080312 3 64 Offer B Yes 14.93 No No Two Year Yes Bank Withdrawal 19.7 1274.05 0 0 955.52 2229.57 Stayed 9135-MGVPY Male 41 Yes 0 Sanger 93657 36.819628 -119.440414 10 69 None Yes 48.37 No Yes DSL 7 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 84.7 5878.9 0 0 3337.53 9216.43 Stayed 9136-ALYBR Male 44 No 0 Fontana 92337 34.049671 -117.468896 0 1 None No Yes Cable 2 No No No No No No No Yes Month-to-Month Yes Mailed Check 24.45 24.45 0 0 0 24.45 Churned Price Extra data charges 9137-NOQKA Male 80 No 0 South San Francisco 94080 37.654436 -122.426468 0 2 None Yes 7.03 No No Two Year No Bank Withdrawal 19.2 37.2 0 0 14.06 51.26 Joined 9137-UIYPG Female 33 Yes 3 Butte City 95920 39.449794 -121.936372 1 35 None Yes 26.09 No Yes Fiber Optic 56 Yes No Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 106.9 3756.45 34.47 150 913.15 4785.13 Stayed 9138-EFSMO Male 54 Yes 3 Orosi 93647 36.600185 -119.175655 3 26 None Yes 24.17 No Yes Fiber Optic 75 No No No No No Yes Yes Yes One Year No Bank Withdrawal 78.95 2034.25 0 0 628.42 2662.67 Stayed 9139-TWBAS Female 34 Yes 0 Los Angeles 90014 34.043144 -118.251977 10 26 None No Yes Cable 28 Yes Yes Yes No Yes No No No One Year No Bank Withdrawal 47.85 1190.5 0 80 0 1270.5 Stayed 9139-WQQDY Female 35 Yes 0 San Diego 92117 32.825086 -117.199424 1 49 None Yes 26.37 Yes Yes Fiber Optic 19 No Yes No No Yes Yes Yes Yes One Year No Mailed Check 100.45 4941.8 0 0 1292.13 6233.93 Churned Dissatisfaction Poor expertise of online support 9140-CZQZZ Female 38 Yes 0 Lee Vining 93541 37.890145 -119.184087 7 68 Offer A Yes 47.95 No Yes DSL 14 Yes Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 79.6 5515.8 0 0 3260.6 8776.4 Stayed 9142-KZXOP Male 41 No 0 Sylmar 91342 34.321621 -118.399841 0 44 Offer B Yes 1.7 No Yes Fiber Optic 28 No No No No No No No Yes Month-to-Month No Credit Card 68.85 2958.95 0 0 74.8 3033.75 Stayed 9142-XMYJH Female 46 No 0 Fresno 93721 36.732694 -119.783786 0 29 None Yes 2.76 No No Month-to-Month No Credit Card 19.35 601.6 0 0 80.04 681.64 Stayed 9143-CANJF Female 29 Yes 3 Topaz 96133 38.636052 -119.489162 7 24 None Yes 27.37 No Yes DSL 85 Yes No No Yes No No No Yes Month-to-Month No Bank Withdrawal 55.15 1319.85 0 0 656.88 1976.73 Stayed 9146-JRIOX Female 47 Yes 1 Shaver Lake 93664 37.223 -119.001021 1 14 None Yes 31.7 Yes No Month-to-Month No Credit Card 25.55 372.45 0 0 443.8 816.25 Stayed 9150-HEPMB Male 57 No 0 Corona 92882 33.819385 -117.600213 0 56 None Yes 21.61 No Yes Cable 27 Yes No Yes No No No No Yes One Year No Credit Card 52.7 3019.7 0 0 1210.16 4229.86 Stayed 9150-KPBJQ Female 43 No 0 Los Angeles 90062 34.003553 -118.308933 0 6 None Yes 29.09 No No Two Year No Credit Card 19.65 116.85 0 0 174.54 291.39 Stayed 9152-AMKAK Male 50 No 0 Coalinga 93210 36.186867 -120.387793 0 6 Offer E Yes 22.95 No Yes Cable 10 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 80.25 493.4 0 0 137.7 631.1 Stayed 9153-BTBVV Female 61 Yes 0 San Francisco 94121 37.776718 -122.495781 1 71 Offer A Yes 48.01 Yes No Two Year No Bank Withdrawal 25 1753 0 0 3408.71 5161.71 Stayed 9154-QDGTH Male 20 Yes 2 Kettleman City 93239 35.996923 -120.000951 0 43 None Yes 22.83 Yes Yes Fiber Optic 47 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 104.3 4451.85 0 0 981.69 5433.54 Stayed 9158-VCTQB Female 41 Yes 0 Los Angeles 90023 34.017697 -118.200577 1 41 None Yes 5.01 Yes Yes Fiber Optic 10 Yes Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 113.6 4594.95 0 0 205.41 4800.36 Churned Price Extra data charges 9163-GHAYE Female 34 No 0 Stockton 95204 37.974498 -121.319568 0 15 None Yes 31.68 No Yes Cable 23 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 48.85 736.8 0 0 475.2 1212 Stayed 9167-APMXZ Female 23 No 0 Long Beach 90810 33.819814 -118.222416 0 22 None Yes 19.2 Yes Yes Fiber Optic 41 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 84.15 1821.95 0 60 422.4 2304.35 Stayed 9168-INPSZ Female 75 Yes 0 Port Hueneme 93041 34.110124 -119.100972 10 44 None Yes 20.83 Yes Yes Fiber Optic 9 No No Yes Yes Yes Yes No Yes Two Year No Bank Withdrawal 104.15 4495.65 0 0 916.52 5412.17 Stayed 9169-BSVIN Male 21 No 0 Winchester 92596 33.657433 -117.04254 0 12 None Yes 18.52 Yes Yes DSL 53 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 74.75 827.05 0 0 222.24 1049.29 Stayed 9170-ARBTB Female 41 Yes 0 Felton 95018 37.089111 -122.062213 0 52 None Yes 8.25 No No One Year No Credit Card 19.6 1012.4 46.07 0 429 1395.33 Stayed 9170-CCKOU Male 62 Yes 0 Fremont 94539 37.516791 -121.899117 1 17 Offer D Yes 12.06 Yes Yes Fiber Optic 9 Yes Yes Yes No No No No Yes Month-to-Month No Credit Card 90.2 1454.15 0 0 205.02 1659.17 Churned Dissatisfaction Product dissatisfaction 9170-GYZJC Female 42 Yes 3 Vallecito 95251 38.055562 -120.456298 1 41 None Yes 45.26 Yes Yes Cable 56 Yes Yes Yes Yes No Yes Yes Yes Month-to-Month No Credit Card 79.9 3326.2 0 0 1855.66 5181.86 Churned Price Price too high 9172-ANCRX Female 35 No 0 Carson 90745 33.822295 -118.26411 0 10 Offer D Yes 37.36 Yes Yes Fiber Optic 28 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 98.7 973.25 0 0 373.6 1346.85 Churned Attitude Attitude of support person 9172-JITSM Female 47 Yes 0 Palm Desert 92211 33.762759 -116.324817 1 26 None Yes 15.37 No Yes Fiber Optic 11 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.8 2361.8 0 0 399.62 2761.42 Churned Other Don't know 9173-IVZVP Female 48 Yes 3 Sherman Oaks 91403 34.147149 -118.463365 1 53 None Yes 43.71 No No Two Year No Credit Card 20.9 1146.05 0 0 2316.63 3462.68 Stayed 9174-FKWZE Female 70 No 0 Sacramento 95819 38.567594 -121.437507 0 1 None Yes 22.92 No No Month-to-Month Yes Bank Withdrawal 19.45 19.45 0 0 22.92 42.37 Churned Dissatisfaction Limited range of services 9174-IHETN Female 45 No 2 Goodyears Bar 95944 39.564113 -120.868836 0 50 Offer B Yes 36.11 No Yes Fiber Optic 20 No No No No No No No Yes Two Year No Credit Card 70.35 3533.6 0 0 1805.5 5339.1 Stayed 9178-JHUVJ Male 19 Yes 3 Newbury Park 91320 34.172071 -118.946262 1 24 Offer C Yes 1.14 Yes No Two Year Yes Bank Withdrawal 24.1 587.4 0 0 27.36 614.76 Stayed 9184-GALIL Female 26 Yes 2 Mccloud 96057 41.251322 -122.105209 6 38 None Yes 2.86 No No Month-to-Month No Credit Card 20.45 781.25 0 0 108.68 889.93 Stayed 9185-TQCVP Male 27 Yes 0 Albany 94706 37.890274 -122.295192 1 14 None Yes 21.3 Yes Yes Fiber Optic 42 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.15 1139.2 38.48 0 298.2 1398.92 Churned Dissatisfaction Poor expertise of phone support 9189-JWSHV Female 69 Yes 0 Helm 93627 36.520537 -120.118055 1 24 None Yes 13.38 Yes Yes Fiber Optic 12 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 93.55 2264.05 0 0 321.12 2585.17 Churned Price Price too high 9190-MFJLN Male 65 No 0 Vallecito 95251 38.055562 -120.456298 0 19 Offer D Yes 32.77 No Yes Fiber Optic 4 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 95.9 1777.9 0 0 622.63 2400.53 Churned Competitor Competitor had better devices 9191-MYQKX Female 34 Yes 5 Lynwood 90262 33.923573 -118.200669 1 7 None Yes 8.69 No Yes Fiber Optic 53 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 75.15 496.9 0 0 60.83 557.73 Churned Dissatisfaction Service dissatisfaction 9194-GFVOI Female 25 Yes 0 Tahoma 96142 39.061227 -120.179546 4 42 None Yes 9.84 Yes Yes DSL 52 Yes No Yes Yes Yes Yes Yes Yes Two Year No Credit Card 84.35 3571.6 0 0 413.28 3984.88 Stayed 9199-PWQVC Female 38 Yes 0 San Francisco 94124 37.731505 -122.384532 1 63 Offer B Yes 49.08 Yes Yes Cable 24 Yes Yes No No Yes Yes Yes No One Year Yes Credit Card 79.7 4786.15 0 30 3092.04 7908.19 Stayed 9200-NLNPD Male 20 Yes 0 Orland 95963 39.748037 -122.302169 10 56 None No Yes DSL 30 No No Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 54.05 2959.8 0 40 0 2999.8 Stayed 9206-GVPEQ Male 28 Yes 0 Fresno 93706 36.654614 -119.903674 1 13 None No Yes Cable 71 Yes No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 54.45 706.85 0 0 0 706.85 Churned Dissatisfaction Network reliability 9207-ZPANB Male 42 No 0 Paradise 95969 39.69676 -121.644379 0 37 Offer C Yes 13.04 Yes Yes DSL 14 Yes Yes Yes Yes No No No Yes One Year No Bank Withdrawal 67.45 2443.3 0 0 482.48 2925.78 Stayed 9208-OLGAQ Female 70 No 0 Berkeley 94709 37.878554 -122.26609 0 18 None Yes 25.7 No Yes Fiber Optic 23 No No Yes No No Yes No No Two Year Yes Bank Withdrawal 84.95 1443.65 4.76 70 462.6 1971.49 Stayed 9209-NWPGU Male 42 No 0 Niland 92257 33.345825 -115.596574 0 44 Offer B Yes 34.98 No Yes Cable 2 Yes No No Yes Yes No No Yes One Year No Bank Withdrawal 65.4 2774.55 0 0 1539.12 4313.67 Stayed 9210-IAHGH Female 57 No 0 Wendel 96136 40.345949 -120.081187 0 7 Offer E Yes 23.35 No Yes DSL 6 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 70.75 450.8 0 0 163.45 614.25 Churned Attitude Attitude of support person 9214-EKVXR Female 51 No 0 San Francisco 94110 37.750021 -122.415201 0 1 None Yes 26.15 No Yes DSL 26 No No No No No No No Yes Month-to-Month Yes Credit Card 44 44 0 0 26.15 70.15 Joined 9220-CXRSC Female 56 Yes 2 Heber 92249 32.730583 -115.501083 10 69 None Yes 39.07 Yes Yes DSL 19 Yes No No Yes No No No Yes Two Year No Credit Card 61.4 4059.85 0 0 2695.83 6755.68 Stayed 9220-ZNKJI Female 67 Yes 0 Cobb 95426 38.838088 -122.73203 5 55 None Yes 33.21 No Yes Fiber Optic 4 No No Yes Yes Yes No No Yes Two Year No Credit Card 88.8 4805.3 0 0 1826.55 6631.85 Stayed 9221-OTIVJ Female 80 No 0 Dunlap 93621 36.789213 -119.140338 0 14 None Yes 29.96 Yes Yes Fiber Optic 7 No Yes Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 104.85 1531.4 0 0 419.44 1950.84 Churned Dissatisfaction Product dissatisfaction 9223-UCPVT Female 49 No 0 Orland 95963 39.748037 -122.302169 0 1 None Yes 18.34 No Yes Fiber Optic 6 No No Yes No Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 94.4 94.4 0 0 18.34 112.74 Churned Price Lack of affordable download/upload speed 9224-VTYID Male 30 Yes 3 Walnut Grove 95690 38.240419 -121.587535 10 47 Offer B Yes 11.74 Yes Yes DSL 48 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Mailed Check 90.5 4318.35 0 0 551.78 4870.13 Stayed 9225-BZLNZ Male 64 Yes 0 Los Angeles 90033 34.050198 -118.210946 9 72 None Yes 16.58 Yes Yes DSL 30 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 85.25 6083.1 0 0 1193.76 7276.86 Stayed 9227-LUNBG Female 39 No 0 Pescadero 94060 37.22565 -122.297533 0 1 None No Yes DSL 12 No No No No No No No Yes Month-to-Month No Bank Withdrawal 24.6 24.6 0 0 0 24.6 Churned Price Price too high 9227-UAQFT Male 40 No 0 North Hollywood 91606 34.187599 -118.387125 0 16 Offer D Yes 40.17 No No Two Year No Mailed Check 19.75 284.35 0 0 642.72 927.07 Stayed 9227-YBAXE Female 23 Yes 2 Palm Desert 92260 33.694501 -116.412711 0 65 Offer B Yes 4.75 Yes Yes DSL 69 Yes Yes No Yes Yes Yes Yes No Two Year Yes Bank Withdrawal 82.5 5215.1 0 40 308.75 5563.85 Stayed 9229-RQABD Male 45 No 0 Salton City 92275 33.28156 -115.955541 0 18 Offer D Yes 12.97 Yes No One Year No Credit Card 23.75 424.5 0 0 233.46 657.96 Stayed 9231-ZJYAM Female 65 No 0 Squaw Valley 93675 36.719141 -119.202677 0 4 None Yes 36.93 No Yes Fiber Optic 18 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 78.85 292.8 0 0 147.72 440.52 Churned Other Moved 9233-PSYHO Female 68 No 0 Ontario 91762 34.057256 -117.667677 0 45 Offer B Yes 6.9 Yes Yes Fiber Optic 20 No No Yes No Yes Yes No Yes One Year Yes Bank Withdrawal 100.15 4459.8 0 0 310.5 4770.3 Stayed 9236-NDUCW Female 34 No 0 Bella Vista 96008 40.722733 -122.109666 0 21 Offer D No Yes DSL 4 Yes No No Yes No No No Yes Two Year No Credit Card 35.1 770.4 0 0 0 770.4 Stayed 9237-HQITU Female 19 No 2 Los Angeles 90005 34.059281 -118.30742 0 2 None Yes 9.12 No Yes Fiber Optic 51 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.7 151.65 0 0 18.24 169.89 Churned Other Moved 9239-GZHZE Female 25 Yes 0 Carpinteria 93013 34.441398 -119.513163 6 72 Offer A Yes 24.85 Yes Yes Fiber Optic 47 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 113.65 8124.2 0 0 1789.2 9913.4 Stayed 9239-ZBZZV Female 23 No 0 Los Angeles 90011 34.00709 -118.258681 0 6 Offer E No Yes DSL 71 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 47.95 305.1 0 0 0 305.1 Churned Competitor Competitor had better devices 9242-TKFSV Male 53 Yes 0 Browns Valley 95918 39.292334 -121.320597 7 72 Offer A No Yes DSL 15 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 65.1 4754.3 0 0 0 4754.3 Stayed 9244-ZVAPM Male 36 No 0 Garden Grove 92845 33.782955 -118.026456 0 1 None Yes 37.44 No Yes DSL 9 No No No No No No No Yes Month-to-Month No Credit Card 45.6 45.6 0 0 37.44 83.04 Joined 9248-OJYKK Male 74 No 0 San Diego 92121 32.898613 -117.202937 0 1 None Yes 3.84 Yes Yes Fiber Optic 13 No No No No No No No No Month-to-Month Yes Bank Withdrawal 76.45 76.45 0 10 3.84 90.29 Churned Competitor Competitor made better offer 9249-FXSCK Female 20 No 0 Acampo 95220 38.200231 -121.235034 0 52 Offer B Yes 33.69 Yes Yes Fiber Optic 52 Yes Yes No Yes Yes Yes Yes Yes One Year Yes Credit Card 111.25 5916.45 1.27 0 1751.88 7667.06 Churned Competitor Competitor offered more data 9250-WYPLL Female 20 No 0 Fallbrook 92028 33.362575 -117.299644 0 5 None Yes 35.22 Yes Yes Fiber Optic 58 No No No No No No Yes Yes Month-to-Month No Bank Withdrawal 75.55 413.65 0 0 176.1 589.75 Churned Competitor Competitor made better offer 9251-AWQGT Female 19 Yes 3 Palmdale 93591 34.598221 -117.79593 2 48 None Yes 9.77 No No Two Year No Credit Card 20 935.9 0 0 468.96 1404.86 Stayed 9251-WNSOD Female 23 Yes 0 Bakersfield 93311 35.16207 -119.194488 10 67 Offer A Yes 4.71 Yes Yes DSL 58 Yes Yes Yes No No Yes Yes Yes One Year No Mailed Check 75.1 5064.45 0 0 315.57 5380.02 Stayed 9253-QXKBE Male 73 Yes 0 Morgan Hill 95037 37.161544 -121.649371 1 29 None Yes 6.25 Yes Yes Fiber Optic 21 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 94.45 2653.65 0 0 181.25 2834.9 Churned Competitor Competitor had better devices 9253-VIFJQ Male 50 Yes 0 Chualar 93925 36.596271 -121.442274 6 65 Offer B Yes 39.49 Yes Yes DSL 18 Yes Yes Yes No No No No Yes One Year No Credit Card 67.05 4309.55 0 0 2566.85 6876.4 Stayed 9254-RBFON Female 38 Yes 0 Klamath River 96050 41.816595 -122.948287 1 17 Offer D Yes 5.4 No Yes Fiber Optic 8 No No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 98.6 1704.95 0 0 91.8 1796.75 Churned Competitor Competitor had better devices 9256-JTBNZ Female 40 No 0 Potter Valley 95469 39.408634 -123.045516 0 11 None Yes 48.92 No No Month-to-Month No Bank Withdrawal 20.3 246.3 0 0 538.12 784.42 Stayed 9257-AZMTZ Female 22 Yes 1 Glendale 91205 34.13658 -118.245839 10 52 None Yes 2.44 No No Two Year No Bank Withdrawal 20.1 1078.75 17.05 0 126.88 1188.58 Stayed 9258-CNWAC Female 23 Yes 2 Long Beach 90813 33.781086 -118.199049 2 71 Offer A Yes 4.32 Yes Yes Fiber Optic 41 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 113.65 8166.8 0 0 306.72 8473.52 Stayed 9259-PACGQ Female 19 Yes 0 Los Angeles 90026 34.078991 -118.263804 1 34 None Yes 41.32 Yes Yes Cable 71 Yes Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 62.65 2274.9 0 0 1404.88 3679.78 Churned Competitor Competitor had better devices 9261-WDCAF Male 64 No 0 Bonita 91902 32.67117 -117.00232 0 3 None Yes 33.53 No Yes DSL 30 No No No No No Yes Yes Yes Month-to-Month No Mailed Check -5 189.1 0 0 100.59 289.69 Joined 9269-CQOOL Male 58 No 0 Trinidad 95570 41.162295 -124.027381 0 3 Offer E Yes 2.88 No Yes DSL 17 No No No No Yes No No Yes Month-to-Month Yes Credit Card 54.7 169.45 0 0 8.64 178.09 Churned Competitor Competitor had better devices 9272-LSVYH Male 23 No 0 Courtland 95615 38.311609 -121.554034 0 10 None Yes 4.29 No Yes Fiber Optic 85 No No No No No No No Yes Month-to-Month No Credit Card 70.15 735.5 0 0 42.9 778.4 Stayed 9274-CNFMO Male 76 Yes 0 Pacoima 91331 34.255442 -118.421314 1 4 None Yes 28.11 Yes Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month No Bank Withdrawal 74.95 308.7 0 0 112.44 421.14 Churned Competitor Competitor offered more data 9274-UARKJ Female 60 No 0 Modesto 95351 37.621458 -121.012295 0 15 None Yes 10.43 No Yes Fiber Optic 29 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 83.2 1130 0 0 156.45 1286.45 Stayed 9277-JOOMO Female 27 No 0 Garberville 95542 40.057784 -123.679461 0 3 None Yes 26.33 Yes No Month-to-Month No Credit Card 24.6 86.35 0 0 78.99 165.34 Joined 9278-VZKCD Female 67 Yes 0 Norco 92860 33.925833 -117.559639 1 52 None Yes 4.11 Yes Yes Fiber Optic 17 Yes Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 109.1 5647.95 0 0 213.72 5861.67 Stayed 9279-CJEOJ Female 77 No 0 Anaheim 92801 33.844983 -117.952151 0 21 None Yes 37.4 Yes Yes Fiber Optic 16 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 95.4 2025.1 0 0 785.4 2810.5 Stayed 9281-CEDRU Female 23 Yes 0 Salton City 92275 33.28156 -115.955541 2 68 None Yes 8.62 No Yes DSL 53 No Yes No Yes Yes No No Yes Two Year No Bank Withdrawal 64.1 4326.25 19.12 0 586.16 4893.29 Stayed 9281-OFDMF Male 76 No 0 Meadow Valley 95956 39.937017 -121.058043 0 39 None Yes 20.06 Yes Yes Fiber Optic 3 No Yes No No No Yes Yes Yes Two Year No Bank Withdrawal 90.7 3413.25 0 0 782.34 4195.59 Stayed 9281-PKKZE Female 47 Yes 0 Azusa 91702 34.174493 -117.87068 1 46 None No Yes DSL 8 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 43.95 2007.85 0 0 0 2007.85 Stayed 9282-IZGQK Female 51 No 0 Irvine 92612 33.643095 -117.810896 0 1 Offer E Yes 30.52 Yes Yes Fiber Optic 30 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85 85 0 0 30.52 115.52 Churned Other Don't know 9283-LZQOH Male 36 Yes 0 Antelope 95843 38.715498 -121.363411 1 13 None Yes 2.92 Yes Yes Fiber Optic 21 No No No No No No No Yes Month-to-Month Yes Credit Card 74.4 896.75 0 0 37.96 934.71 Churned Competitor Competitor made better offer 9286-BHDQG Male 46 Yes 0 Thousand Oaks 91362 34.191842 -118.822796 11 72 Offer A No Yes DSL 17 Yes Yes Yes Yes No No No Yes Two Year No Credit Card 45.25 3139.8 0 0 0 3139.8 Stayed 9286-DOJGF Female 66 Yes 0 Lotus 95651 38.815515 -120.916997 5 38 None Yes 15.78 Yes Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.95 2869.85 0 0 599.64 3469.49 Churned Dissatisfaction Product dissatisfaction 9289-LBQVU Male 24 Yes 0 Hemet 92545 33.734933 -117.044145 5 64 None Yes 32.93 Yes Yes DSL 26 No Yes No Yes No Yes Yes Yes One Year Yes Credit Card 70.15 4480.7 0 0 2107.52 6588.22 Stayed 9290-SHCMB Female 74 No 0 Brownsville 95919 39.440687 -121.263583 0 13 None Yes 26.68 No Yes Fiber Optic 24 No No Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 96.85 1235.55 0 0 346.84 1582.39 Stayed 9294-TDIPC Male 59 No 1 San Diego 92110 32.76501 -117.19938 0 5 Offer E Yes 12.22 No No Month-to-Month No Credit Card -10 83.75 0 0 61.1 144.85 Stayed 9297-EONCV Female 47 No 0 Fremont 94536 37.572273 -121.964583 0 72 Offer A Yes 44.21 Yes Yes DSL 22 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 91.35 6697.2 0 0 3183.12 9880.32 Stayed 9297-FVVDH Female 33 Yes 0 Hemet 92545 33.734933 -117.044145 2 57 Offer B Yes 10.05 Yes Yes DSL 16 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.5 4845.4 0 0 572.85 5418.25 Stayed 9298-WGMRW Female 26 Yes 0 Echo Lake 95721 38.851842 -120.076204 4 72 Offer A Yes 24.32 Yes Yes Fiber Optic 76 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 115.5 8312.75 0 0 1751.04 10063.79 Stayed 9300-AGZNL Male 76 No 0 Elk Creek 95939 39.53222 -122.594879 0 1 None Yes 21.85 Yes Yes Fiber Optic 29 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 94 94 0 0 21.85 115.85 Churned Dissatisfaction Product dissatisfaction 9300-RENDD Male 56 No 0 Cedar Glen 92321 34.255203 -117.175654 0 1 Offer E Yes 3.13 No Yes Fiber Optic 5 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.95 79.95 0 0 3.13 83.08 Churned Attitude Attitude of support person 9305-CDSKC Female 31 No 2 Los Angeles 90006 34.048013 -118.293953 0 8 None Yes 12.15 Yes Yes Cable 26 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 99.65 820.5 0 0 97.2 917.7 Churned Other Moved 9306-CPCBC Female 44 No 0 Moreno Valley 92555 33.907361 -117.109972 0 3 None Yes 35.54 Yes Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.25 210.3 0 0 106.62 316.92 Churned Competitor Competitor made better offer 9308-ANMVE Male 52 No 2 Los Olivos 93441 34.70434 -120.02609 0 47 Offer B Yes 25.25 No Yes Cable 17 Yes Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 55.3 2654.05 0 0 1186.75 3840.8 Stayed 9309-BZGNT Male 69 Yes 0 Pine Valley 91962 32.800671 -116.483363 7 69 None No Yes DSL 13 No No Yes No No No No Yes One Year Yes Credit Card 29.8 2134.3 0 0 0 2134.3 Stayed 9313-CDOGY Male 40 Yes 2 Imperial Beach 91932 32.579134 -117.119009 3 38 None Yes 24.16 No No Month-to-Month No Bank Withdrawal 19.6 717.3 0 0 918.08 1635.38 Stayed 9313-QOLTZ Male 31 No 0 Chester 96020 40.243494 -121.154733 0 26 Offer C Yes 31.73 No No Month-to-Month No Credit Card 20.9 518.3 0 0 824.98 1343.28 Stayed 9314-IJWSQ Female 46 Yes 3 Meridian 95957 39.068071 -121.832638 1 14 Offer D Yes 26.58 Yes Yes Fiber Optic 53 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.8 1203.9 0 0 372.12 1576.02 Stayed 9314-QDMDW Male 29 No 0 Los Alamos 93440 34.758699 -120.275839 0 11 Offer D Yes 27.84 No Yes Cable 59 No Yes No No Yes No No Yes One Year Yes Bank Withdrawal 61.25 729.95 0 0 306.24 1036.19 Stayed 9317-WZPGV Female 74 No 0 Paskenta 96074 39.884395 -122.587513 0 2 Offer E Yes 39.63 No Yes Fiber Optic 23 No No No No No Yes No No Month-to-Month Yes Bank Withdrawal 79.75 159.4 0 10 79.26 248.66 Churned Price Extra data charges 9318-NKNFC Male 53 No 0 Twain 95984 40.022184 -121.062384 0 1 None Yes 40.49 No No Month-to-Month Yes Mailed Check 18.85 18.85 0 0 40.49 59.34 Churned Dissatisfaction Service dissatisfaction 9323-HGFWY Female 55 Yes 0 Porter Ranch 91326 34.281911 -118.556218 0 27 Offer C Yes 20.02 No Yes Fiber Optic 27 Yes No No Yes Yes Yes Yes Yes One Year Yes Credit Card 101.9 2681.15 0 0 540.54 3221.69 Stayed 9327-QSDED Male 44 No 0 Quincy 95971 39.971228 -121.041166 0 8 None Yes 7.02 No Yes DSL 23 No No No No No No No No Month-to-Month No Credit Card 43.55 335.4 0 10 56.16 401.56 Stayed 9330-DHBFL Female 29 Yes 0 San Jose 95130 37.277592 -121.986477 4 23 None Yes 11.4 No Yes DSL 58 Yes Yes Yes Yes No No No Yes One Year Yes Credit Card 66.25 1533.8 23.92 0 262.2 1772.08 Stayed 9330-IJWIO Female 54 No 0 Kirkwood 95646 38.631489 -120.015167 0 13 Offer D Yes 6.78 Yes Yes Fiber Optic 26 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.35 1358.85 34.09 0 88.14 1412.9 Churned Price Price too high 9330-VOFSZ Female 34 Yes 0 Princeton 95970 39.424957 -122.039307 1 60 Offer B Yes 30.23 Yes Yes Fiber Optic 14 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 110.8 6640.7 9.79 0 1813.8 8444.71 Stayed 9332-GYWLO Female 23 Yes 2 Fall River Mills 96028 41.017282 -121.468945 3 6 None Yes 30.17 No Yes DSL 48 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 54.85 355.1 39.15 0 181.02 496.97 Stayed 9334-GWGOW Male 68 Yes 0 Mc Kittrick 93251 35.38381 -119.730885 2 7 None Yes 6.81 Yes Yes Fiber Optic 13 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal -4 485.25 0 0 47.67 532.92 Stayed 9337-SRRNI Male 64 No 3 Rio Oso 95674 38.954144 -121.482536 0 66 Offer A Yes 23.81 Yes No Two Year Yes Credit Card 25.3 1673.8 0 0 1571.46 3245.26 Stayed 9339-FIIJL Male 57 Yes 0 Avenal 93204 35.916943 -120.129921 2 72 Offer A Yes 10.97 Yes Yes DSL 30 No Yes Yes Yes Yes Yes Yes Yes Two Year No Bank Withdrawal 85.95 6151.9 0 0 789.84 6941.74 Stayed 9342-VNIMQ Male 62 No 0 La Honda 94020 37.285677 -122.224165 0 33 Offer C Yes 5.91 Yes Yes DSL 5 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 54.65 1665.2 0 0 195.03 1860.23 Stayed 9347-AERRL Male 60 Yes 0 Desert Hot Springs 92240 33.948558 -116.516976 3 23 None Yes 36.14 No No One Year No Credit Card 19.3 486.2 0 0 831.22 1317.42 Stayed 9348-ROUAI Female 50 Yes 2 Honeydew 95545 40.342928 -124.063329 5 59 Offer B Yes 47.05 Yes Yes Cable 24 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 90.3 5194.05 0 0 2775.95 7970 Stayed 9348-YVOMK Male 28 No 0 Anaheim 92802 33.807864 -117.923782 0 4 Offer E Yes 43.77 No Yes DSL 41 No No No No No No Yes Yes Month-to-Month Yes Credit Card 44.8 176.2 0 0 175.08 351.28 Stayed 9350-VLHMB Male 38 Yes 3 Volcano 95689 38.481902 -120.603668 4 67 Offer A Yes 6.15 Yes Yes Fiber Optic 53 No Yes No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.55 6373.1 0 0 412.05 6785.15 Stayed 9350-ZXYJC Female 24 No 0 La Crescenta 91214 34.239636 -118.245259 0 4 Offer E Yes 9.75 Yes No Two Year Yes Credit Card 25.3 116.95 0 0 39 155.95 Stayed 9351-HXDMR Male 37 Yes 0 Lytle Creek 92358 34.238162 -117.534306 6 72 Offer A Yes 46.16 Yes Yes Fiber Optic 14 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 110.9 8240.85 0 0 3323.52 11564.37 Stayed 9351-LZYGF Female 56 Yes 0 Bodega 94922 38.343282 -122.9755 4 42 None Yes 36.35 Yes Yes DSL 30 Yes Yes No Yes No No No Yes Month-to-Month Yes Credit Card 66.4 2727.8 0 0 1526.7 4254.5 Stayed 9355-NPPFS Female 70 No 0 Fremont 94538 37.505768 -121.962472 0 26 None Yes 19.21 No Yes Fiber Optic 15 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 78.8 2006.1 0 0 499.46 2505.56 Stayed 9356-AXGMP Male 59 Yes 0 Somerset 95684 38.606703 -120.586659 9 38 Offer C Yes 42.08 Yes Yes Fiber Optic 15 Yes No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 110.7 4428.6 0 0 1599.04 6027.64 Stayed 9357-UJRUN Male 50 Yes 0 Carlotta 95528 40.497283 -123.93037 5 24 None Yes 34.01 Yes Yes Cable 4 Yes No No Yes No No No Yes One Year Yes Bank Withdrawal 58.35 1346.9 0 0 816.24 2163.14 Stayed 9359-JANWS Female 22 Yes 0 North Hills 91343 34.238802 -118.482296 5 65 None Yes 34.31 No Yes DSL 71 Yes No Yes Yes No No No Yes Two Year No Credit Card 58.9 3857.1 0 0 2230.15 6087.25 Stayed 9359-UGBTK Female 63 No 0 Lockeford 95237 38.166791 -121.14207 0 67 None Yes 5.39 No Yes Cable 9 Yes No Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 72.35 4991.5 0 0 361.13 5352.63 Stayed 9360-AHGNL Female 74 Yes 0 Concord 94519 37.990118 -122.012188 7 43 Offer B Yes 8.75 Yes Yes Fiber Optic 13 Yes No Yes Yes Yes Yes No Yes One Year Yes Credit Card 109.55 4830.25 0 0 376.25 5206.5 Churned Dissatisfaction Limited range of services 9360-OMDZZ Male 60 No 0 Herald 95638 38.313447 -121.123886 0 24 Offer C Yes 30.42 Yes Yes Fiber Optic 14 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 94.1 2322.85 0 110 730.08 3162.93 Stayed 9361-YNQWJ Female 36 No 0 Oakland 94609 37.834341 -122.26437 0 64 Offer B Yes 15.93 Yes No One Year Yes Bank Withdrawal 24.4 1601.2 0 0 1019.52 2620.72 Stayed 9362-MWODR Female 63 No 1 San Mateo 94404 37.556094 -122.272437 0 40 None Yes 20.13 No Yes DSL 10 Yes No No Yes Yes No No Yes Month-to-Month Yes Credit Card 64.1 2460.35 0 0 805.2 3265.55 Stayed 9364-YKUVW Male 53 No 0 Valley Center 92082 33.25283 -116.986079 0 15 None Yes 16.13 No No Month-to-Month Yes Mailed Check 19.8 309.4 0 0 241.95 551.35 Stayed 9365-CSLBQ Male 36 No 3 Richgrove 93261 35.809921 -119.127437 0 71 None Yes 4.89 Yes No Two Year No Credit Card 24.35 1654.6 0 0 347.19 2001.79 Stayed 9365-SRSZE Male 71 Yes 0 Los Angeles 90036 34.070291 -118.349191 0 27 Offer C Yes 30.49 No Yes Fiber Optic 16 No No No No No No No Yes Two Year Yes Bank Withdrawal 70.55 1943.9 29.99 0 823.23 2737.14 Stayed 9367-OIUXP Male 28 No 0 Laton 93242 36.444232 -119.718285 0 4 None Yes 45.37 No No Month-to-Month No Credit Card 20.7 73.05 0 0 181.48 254.53 Stayed 9367-TCUYN Female 25 No 0 Los Angeles 90066 34.002028 -118.430656 0 12 Offer D Yes 8.82 No No Month-to-Month No Credit Card 20.1 223.6 0 0 105.84 329.44 Stayed 9367-WXLCH Male 51 No 2 Glendale 91204 34.136306 -118.26036 0 8 Offer E Yes 25.73 Yes Yes Fiber Optic 19 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 84.5 662.65 33.21 0 205.84 835.28 Churned Price Extra data charges 9369-XFEHK Female 76 Yes 0 Pleasanton 94566 37.633361 -121.862395 1 33 None Yes 33.19 Yes Yes Cable 15 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 80.6 2656.5 0 0 1095.27 3751.77 Churned Competitor Competitor offered more data 9371-BITHB Female 27 Yes 1 Gustine 95322 37.147198 -121.120161 1 52 Offer B Yes 3.41 No No Two Year No Mailed Check 19.85 1070.5 0 0 177.32 1247.82 Stayed 9372-TXXPS Female 49 Yes 0 Burson 95225 38.183918 -120.898817 7 60 Offer B Yes 41.4 No Yes Cable 21 Yes Yes No Yes No No No Yes Two Year No Bank Withdrawal 59.85 3483.45 0 0 2484 5967.45 Stayed 9373-WSLOY Male 80 Yes 0 Carlsbad 92008 33.148116 -117.306043 1 33 None No Yes DSL 4 No Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 50 1750.85 0 0 0 1750.85 Stayed 9374-YOLBJ Female 29 Yes 5 Upper Lake 95485 39.220368 -122.907693 9 1 Offer E Yes 25.1 No No Month-to-Month No Bank Withdrawal 19.25 19.25 0 0 25.1 44.35 Joined 9375-MHRRS Male 37 No 0 San Jose 95125 37.294926 -121.894763 0 6 Offer E Yes 23.01 No Yes DSL 13 No No No Yes No No No No Month-to-Month No Credit Card 50.05 288.35 0 40 138.06 466.41 Stayed 9378-FXTIZ Female 50 Yes 0 San Diego 92119 32.802959 -117.027095 1 54 None Yes 42.1 Yes Yes DSL 12 No No No No Yes Yes Yes Yes One Year Yes Credit Card 70.15 3715.65 0 0 2273.4 5989.05 Churned Dissatisfaction Network reliability 9381-NDKME Female 74 Yes 0 El Monte 91731 34.079934 -118.046695 1 24 Offer C No Yes Cable 29 No No Yes No No Yes No Yes Month-to-Month Yes Credit Card 40.65 933.3 0 0 0 933.3 Churned Dissatisfaction Limited range of services 9385-EHGDO Female 37 Yes 1 Lakeside 92040 32.909873 -116.906774 5 35 None Yes 9.04 No No Two Year Yes Credit Card 19.85 739.35 2.29 0 316.4 1053.46 Stayed 9385-NXKDA Female 53 Yes 0 Hesperia 92345 34.361387 -117.337509 7 72 Offer A Yes 17.28 Yes Yes DSL 11 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 82.65 5919.35 0 0 1244.16 7163.51 Stayed 9386-LDCZR Male 19 No 0 San Ardo 93450 35.996008 -120.85305 0 43 Offer B Yes 36.78 No Yes Fiber Optic 59 Yes Yes Yes Yes No No No Yes One Year Yes Credit Card 90.65 3882.3 0 0 1581.54 5463.84 Stayed 9388-ZEYVT Male 63 No 0 Gardena 90247 33.890853 -118.297967 0 43 Offer B No Yes DSL 11 No No Yes Yes No Yes Yes Yes One Year No Bank Withdrawal -6 1931.3 0 0 0 1931.3 Stayed 9389-ACWBI Female 47 Yes 2 Richvale 95974 39.495768 -121.747472 1 5 None Yes 1.38 No Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month No Credit Card 69.95 320.4 0 0 6.9 327.3 Stayed 9391-DXGGG Female 70 No 0 Sacramento 95832 38.445939 -121.496855 0 44 Offer B Yes 35.39 No Yes Fiber Optic 19 No Yes Yes No No Yes Yes Yes One Year No Credit Card 89.15 3990.75 0 0 1557.16 5547.91 Stayed 9391-EOYLI Male 77 Yes 0 Lewiston 96052 40.704293 -122.803899 1 12 Offer D Yes 6.97 No Yes Fiber Optic 19 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 80.45 950.2 0 0 83.64 1033.84 Churned Competitor Competitor made better offer 9391-LMANN Male 38 No 3 Pico Rivera 90660 33.989524 -118.089299 0 53 Offer B Yes 33.74 No Yes Fiber Optic 56 Yes Yes Yes No No Yes Yes Yes One Year No Bank Withdrawal 95.95 5036.9 0 0 1788.22 6825.12 Stayed 9391-TTOYH Female 33 No 0 Oakland 94611 37.828416 -122.216005 0 23 Offer D Yes 13.98 No No Month-to-Month Yes Credit Card 19.5 470.2 0 0 321.54 791.74 Stayed 9391-YZEJW Female 42 No 0 Mountain View 94043 37.419725 -122.062947 0 62 Offer B Yes 32.29 Yes Yes Fiber Optic 26 No No No No Yes Yes Yes Yes One Year Yes Bank Withdrawal 94 5757.2 0 0 2001.98 7759.18 Stayed 9392-XBGTD Male 42 No 2 Aptos 95003 37.013471 -121.877877 0 27 None Yes 8.55 No No Two Year No Credit Card 20.6 581.85 0 0 230.85 812.7 Stayed 9396-ZSFLL Female 64 No 0 Carpinteria 93013 34.441398 -119.513163 0 15 None Yes 13.58 Yes Yes DSL 19 No No No No No No No Yes Month-to-Month No Credit Card 48.85 631.4 32.09 0 203.7 803.01 Stayed 9397-TZSHA Female 24 No 0 Watsonville 95076 36.931654 -121.752383 0 69 Offer A Yes 36.5 Yes No Two Year No Credit Card 24.6 1678.05 28.42 0 2518.5 4168.13 Stayed 9398-MMQTO Male 41 No 0 Borrego Springs 92004 33.200369 -116.192313 0 3 None Yes 34.8 No Yes Fiber Optic 5 No Yes No No No No No No Month-to-Month No Credit Card 74.45 221.1 0 70 104.4 395.5 Joined 9399-APLBT Female 52 Yes 0 Rialto 92377 34.156758 -117.404686 0 1 None Yes 21.91 No Yes Fiber Optic 8 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.7 74.7 0 0 21.91 96.61 Churned Competitor Competitor had better devices 9402-CXWPL Female 25 No 0 Birds Landing 94512 38.140719 -121.838298 0 70 Offer A Yes 8.39 Yes Yes Fiber Optic 59 No Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 98.9 6838.6 0 0 587.3 7425.9 Stayed 9402-ORRAH Female 80 No 0 La Canada Flintridge 91011 34.234912 -118.153729 0 15 None Yes 39.57 No Yes Fiber Optic 16 No No No No Yes Yes No Yes Two Year Yes Bank Withdrawal 91.5 1400.3 48.66 0 593.55 1945.19 Stayed 9402-ROUMJ Female 52 Yes 3 La Habra 90631 33.940619 -117.9513 10 67 Offer A Yes 3.04 Yes Yes Fiber Optic 30 Yes No Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 100.25 6689 0 0 203.68 6892.68 Stayed 9405-GPBBG Female 42 No 0 Carmel By The Sea 93921 36.554618 -121.922239 0 64 None Yes 5.68 Yes Yes Fiber Optic 24 No Yes Yes Yes Yes Yes Yes No Two Year Yes Credit Card 110.5 7069.25 0 60 363.52 7492.77 Stayed 9408-HRXRK Female 63 Yes 1 Annapolis 95412 38.731055 -123.316553 9 45 None Yes 47.48 Yes Yes Fiber Optic 20 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.15 4730.9 0 0 2136.6 6867.5 Stayed 9408-SSNVZ Female 39 No 2 Stevenson Ranch 91381 34.364153 -118.615583 0 4 None Yes 29.4 No Yes Fiber Optic 17 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.15 268.35 21.69 0 117.6 364.26 Churned Other Don't know 9411-TPQQV Female 31 No 0 Santa Barbara 93109 34.406256 -119.726936 0 40 Offer B No Yes DSL 28 Yes No No Yes Yes Yes Yes No One Year Yes Bank Withdrawal 54.55 2236.2 11.48 40 0 2264.72 Stayed 9412-ARGBX Female 47 No 0 Downey 90241 33.940884 -118.128628 0 48 None Yes 29.54 No Yes Fiber Optic 29 No Yes Yes Yes Yes No No Yes Two Year Yes Credit Card 95.5 4627.85 0 0 1417.92 6045.77 Churned Competitor Competitor made better offer 9412-GHEEC Male 55 No 0 Murrieta 92563 33.581045 -117.14719 0 40 None Yes 35.58 Yes Yes Fiber Optic 8 No No Yes Yes Yes Yes Yes Yes Month-to-Month No Bank Withdrawal 104.8 4131.95 0 0 1423.2 5555.15 Churned Competitor Competitor had better devices 9415-DPEWS Female 47 No 0 Carmichael 95608 38.626128 -121.328011 0 18 None Yes 12.67 Yes Yes Fiber Optic 23 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 88.35 1639.3 0 0 228.06 1867.36 Churned Competitor Competitor offered more data 9415-TPKRV Female 62 Yes 3 Dos Rios 95429 39.756049 -123.358701 1 8 Offer E Yes 12.41 Yes Yes DSL 53 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 55.75 446.8 0 0 99.28 546.08 Stayed 9415-ZNBSX Female 30 Yes 1 Cool 95614 38.880622 -120.973865 3 70 None Yes 33.24 Yes Yes DSL 51 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 89 6293.2 0 0 2326.8 8620 Stayed 9418-RUKPH Female 26 Yes 3 Newark 94560 37.504133 -122.032347 7 38 Offer C Yes 49.9 No No Two Year Yes Credit Card 19.95 756.4 0 0 1896.2 2652.6 Stayed 9419-IPPBE Female 21 Yes 3 Solana Beach 92075 33.001813 -117.263628 4 51 Offer B Yes 19.9 Yes Yes Fiber Optic 59 No No Yes No No Yes Yes Yes One Year Yes Bank Withdrawal 90.15 4554.85 0 0 1014.9 5569.75 Stayed 9420-LOJKX Female 34 No 1 Los Angeles 90061 33.92128 -118.274186 0 15 None Yes 3.96 No Yes Fiber Optic 20 Yes Yes No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 99.1 1426.4 0 0 59.4 1485.8 Churned Competitor Competitor offered more data 9424-CMPOG Male 53 Yes 3 Bakersfield 93307 35.280113 -118.962329 9 9 Offer E Yes 2.68 No No Two Year No Mailed Check 19.6 197.4 0 0 24.12 221.52 Stayed 9426-SXNHE Female 23 No 0 Orleans 95556 41.269521 -123.546958 0 2 None Yes 4.92 No No Month-to-Month No Bank Withdrawal 18.75 53.15 0 0 9.84 62.99 Joined 9430-FRQOC Female 33 No 0 San Diego 92117 32.825086 -117.199424 0 4 None Yes 32.46 Yes Yes Fiber Optic 3 No No Yes Yes No No No Yes Month-to-Month Yes Mailed Check 87.1 341.45 0 0 129.84 471.29 Churned Competitor Competitor made better offer 9430-NKQLY Male 49 Yes 2 Arcadia 91006 34.137319 -118.029837 7 72 Offer A Yes 27.93 Yes No Two Year Yes Credit Card 25.1 1790.8 46.81 0 2010.96 3754.95 Stayed 9432-RUVSL Female 43 No 0 Kirkwood 95646 38.631489 -120.015167 0 48 Offer B Yes 19.04 No Yes Fiber Optic 21 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 102.5 4904.25 0 0 913.92 5818.17 Stayed 9432-VOFYX Male 26 No 0 Delano 93215 35.772244 -119.209689 0 17 Offer D Yes 35.88 No Yes Fiber Optic 52 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.8 1207 0 0 609.96 1816.96 Stayed 9435-JMLSX Male 39 Yes 0 Monte Rio 95462 38.471049 -123.015549 7 71 Offer A Yes 5.51 No Yes Cable 6 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 86.1 6045.9 0 0 391.21 6437.11 Stayed 9436-ZBZCT Male 40 No 0 Inglewood 90303 33.936291 -118.332639 0 14 Offer D Yes 28.65 Yes Yes Cable 27 No No No Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 89.95 1178.4 0 0 401.1 1579.5 Churned Attitude Attitude of support person 9441-QHEVC Male 61 No 0 San Diego 92139 32.677716 -117.047666 0 1 None Yes 44.22 No No Month-to-Month No Credit Card 19.1 19.1 0 0 44.22 63.32 Joined 9442-JTWDL Female 52 No 0 Heber 92249 32.730583 -115.501083 0 11 None Yes 26.85 No No One Year No Credit Card 20.05 237.7 0 0 295.35 533.05 Stayed 9443-JUBUO Male 24 Yes 3 Hoopa 95546 41.163637 -123.704841 9 72 Offer A No Yes DSL 51 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Credit Card 65.25 4478.85 0 80 0 4558.85 Stayed 9444-JTXHZ Male 53 Yes 0 Tulare 93274 36.185471 -119.375243 1 1 None Yes 35.15 No Yes Fiber Optic 14 No No Yes No No No No No Month-to-Month No Bank Withdrawal 76.2 76.2 0 50 35.15 161.35 Churned Other Don't know 9445-SZLCH Female 39 Yes 0 Santa Clara 95050 37.351214 -121.952417 3 36 None Yes 24.51 Yes Yes Fiber Optic 27 No Yes Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 97.35 3457.9 4.96 0 882.36 4335.3 Churned Dissatisfaction Limited range of services 9445-ZUEQE Male 33 Yes 1 Buena Park 90621 33.874224 -117.993368 1 27 Offer C Yes 48.17 Yes Yes Fiber Optic 15 No Yes No Yes No No No No Month-to-Month Yes Credit Card 85.2 2151.6 0 30 1300.59 3482.19 Stayed 9447-YPTBX Female 30 Yes 0 Alhambra 91801 34.090925 -118.128164 1 50 None Yes 28.1 No No One Year Yes Bank Withdrawal 19.85 943.1 0 0 1405 2348.1 Stayed 9448-REEVD Male 21 Yes 0 Concord 94520 38.013825 -122.039144 1 1 None Yes 32.08 No Yes DSL 73 No No No No No No Yes Yes Month-to-Month No Credit Card 44.7 44.7 0 0 32.08 76.78 Churned Other Don't know 9450-TRJUU Male 52 No 0 Bakersfield 93306 35.449881 -118.841442 0 35 None Yes 41.21 Yes Yes Fiber Optic 6 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 83.15 2848.45 18.84 0 1442.35 4271.96 Stayed 9451-LPGOO Male 22 No 0 Fallbrook 92028 33.362575 -117.299644 0 7 Offer E Yes 30.61 Yes Yes Fiber Optic 59 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 86.8 620.35 0 0 214.27 834.62 Churned Competitor Competitor made better offer 9451-WLYRI Female 50 Yes 0 Ranchita 92066 33.215251 -116.53633 5 53 Offer B Yes 46.24 No No One Year No Credit Card 19.05 990.45 0 0 2450.72 3441.17 Stayed 9453-PATOS Female 24 Yes 0 Gualala 95445 38.848082 -123.50608 7 72 Offer A Yes 20.54 No Yes Cable 41 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 85.1 6155.4 0 0 1478.88 7634.28 Stayed 9462-MJUAW Male 60 No 0 Berkeley 94708 37.897743 -122.263124 0 4 None Yes 30.44 Yes Yes Cable 10 No No No No No No No Yes Month-to-Month No Credit Card 50.4 206.6 0 0 121.76 328.36 Churned Competitor Competitor had better devices 9465-RWMXL Male 62 Yes 0 San Diego 92126 32.886925 -117.152162 1 32 Offer C Yes 22.57 Yes Yes Fiber Optic 11 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 78.9 2447.95 0 0 722.24 3170.19 Churned Competitor Competitor made better offer 9467-ROOLM Female 50 No 0 Gridley 95948 39.346898 -121.759537 0 25 Offer C Yes 30.28 No No Month-to-Month No Mailed Check 19.05 461.3 0 0 757 1218.3 Stayed 9469-WEJBT Male 56 Yes 0 Carnelian Bay 96140 39.227434 -120.091806 4 37 None Yes 6.99 No Yes Fiber Optic 22 No No Yes Yes No Yes Yes No Month-to-Month Yes Bank Withdrawal 90.35 3419.3 0 150 258.63 3827.93 Stayed 9470-RTWDV Male 51 Yes 3 Tustin 92782 33.738543 -117.785046 2 26 Offer C Yes 36.71 Yes Yes DSL 57 No No Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 82 2083.1 42.43 0 954.46 2995.13 Stayed 9470-XCCEM Male 41 Yes 3 Torrance 90504 33.867257 -118.330794 4 35 None Yes 48.08 Yes Yes Fiber Optic 53 No Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 89.65 3161.6 0 40 1682.8 4884.4 Stayed 9470-YFUYI Male 69 Yes 0 Redway 95560 40.142256 -123.852927 10 71 None Yes 11.35 No Yes DSL 24 Yes Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 71 5012.1 0 0 805.85 5817.95 Stayed 9473-CBZOP Female 35 No 0 Avila Beach 93424 35.186644 -120.728305 0 28 None Yes 33.05 Yes Yes Cable 7 Yes No Yes No No No No Yes One Year No Credit Card 59 1654.45 0 0 925.4 2579.85 Stayed 9474-PHLYD Female 25 No 0 Sherman Oaks 91423 34.146957 -118.432138 0 15 Offer D Yes 36.34 No Yes DSL 48 No No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 59.45 892.65 0 0 545.1 1437.75 Churned Dissatisfaction Network reliability 9475-NNDGC Male 50 Yes 0 Etna 96027 41.405193 -123.008567 8 71 None Yes 27.16 Yes Yes Fiber Optic 3 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 113.15 7953.25 0 0 1928.36 9881.61 Stayed 9477-LGWQI Male 28 Yes 0 Darwin 93522 36.319181 -117.593053 10 70 Offer A Yes 24.08 No Yes DSL 46 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 80.15 5600.15 0 0 1685.6 7285.75 Stayed 9479-HYNYL Female 48 Yes 0 La Jolla 92037 32.853743 -117.25034 8 71 None Yes 43.61 No Yes Cable 27 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 80.7 5705.05 0 0 3096.31 8801.36 Stayed 9480-BQJEI Male 35 No 0 Sacramento 95837 38.691607 -121.602284 0 62 None Yes 24.35 Yes Yes Fiber Optic 16 Yes Yes No No No Yes Yes Yes One Year Yes Bank Withdrawal 92.3 5731.45 0 0 1509.7 7241.15 Stayed 9481-IEBZY Male 69 Yes 0 Nuevo 92567 33.82769 -117.102244 6 72 Offer A Yes 30.3 Yes Yes Fiber Optic 14 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Credit Card 112.9 8061.5 0 20 2181.6 10263.1 Stayed 9481-SFCQY Female 44 No 1 Bass Lake 93604 37.458367 -119.345011 0 14 Offer D Yes 44.14 No Yes DSL 24 No No Yes No Yes No No Yes Month-to-Month Yes Credit Card 59.8 824.85 0 0 617.96 1442.81 Stayed 9481-WHGWY Female 35 Yes 3 Pleasanton 94588 37.685052 -121.912061 9 70 Offer A Yes 39.53 No Yes DSL 53 Yes No No Yes Yes Yes Yes Yes Two Year No Credit Card 75.35 5437.75 0 0 2767.1 8204.85 Stayed 9483-GCPWE Male 60 No 3 Earp 92242 34.137742 -114.36514 0 9 None Yes 27.34 No No One Year No Credit Card 20.1 190.25 0 0 246.06 436.31 Stayed 9488-FVZCC Female 35 Yes 1 Rialto 92376 34.109775 -117.378904 5 72 Offer A Yes 32.59 Yes Yes DSL 14 Yes Yes Yes Yes No Yes Yes Yes Two Year Yes Bank Withdrawal 79.5 5661.7 0 0 2346.48 8008.18 Stayed 9488-FYQAU Female 64 Yes 0 Artesia 90701 33.867593 -118.080637 8 63 None Yes 10.67 Yes Yes Fiber Optic 23 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 109.25 6841.4 0 0 672.21 7513.61 Stayed 9488-HGMJH Female 78 No 0 Indian Wells 92210 33.537646 -116.291089 0 1 Offer E Yes 24.75 No Yes Fiber Optic 22 No No No No No No No No Month-to-Month Yes Bank Withdrawal 71.15 71.15 0 20 24.75 115.9 Churned Competitor Competitor made better offer 9489-DEDVP Female 52 Yes 0 Los Angeles 90044 33.952714 -118.292061 8 70 None Yes 29.38 Yes Yes DSL 23 Yes Yes No No Yes No No No Two Year Yes Credit Card 69.2 4872.35 0 80 2056.6 7008.95 Stayed 9489-JMTTN Female 41 Yes 1 Hickman 95323 37.605926 -120.69955 1 72 Offer A Yes 15.58 Yes Yes DSL 20 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 89.75 6595.9 0 0 1121.76 7717.66 Stayed 9489-UTFKA Male 76 Yes 0 Travis Afb 94535 38.265899 -121.939461 9 8 Offer E Yes 22.4 No Yes DSL 23 Yes No No No Yes No No Yes One Year No Bank Withdrawal 60.9 551.95 16.58 0 179.2 714.57 Stayed 9490-DFPMD Female 79 No 0 San Diego 92130 32.957195 -117.202542 0 42 None Yes 9.53 Yes Yes Fiber Optic 17 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 84.65 3541.35 0 0 400.26 3941.61 Churned Competitor Competitor made better offer 9492-TOKRI Female 55 No 0 Dinuba 93618 36.523619 -119.386868 0 18 None Yes 13.65 Yes Yes Fiber Optic 5 No Yes No No Yes No No Yes Month-to-Month Yes Credit Card 90 1527.35 0 0 245.7 1773.05 Churned Competitor Competitor had better devices 9494-BDNNC Male 36 Yes 0 Los Angeles 90025 34.046174 -118.446333 1 66 None Yes 25.83 Yes Yes Fiber Optic 24 No Yes Yes No No Yes Yes Yes One Year No Bank Withdrawal 95.3 6273.4 0 0 1704.78 7978.18 Stayed 9494-MRNYX Male 22 No 0 Meadow Valley 95956 39.937017 -121.058043 0 10 None Yes 17.98 Yes Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month No Bank Withdrawal 75.05 786.3 0 0 179.8 966.1 Stayed 9495-REDIY Male 56 No 2 Calexico 92231 32.690654 -115.431225 0 25 None No Yes DSL 18 Yes No No No Yes No No Yes One Year Yes Credit Card 40.65 970.55 0 0 0 970.55 Stayed 9495-SKLKD Male 54 Yes 2 Marysville 95901 39.19514 -121.503883 1 45 None Yes 22.31 Yes Yes Fiber Optic 19 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.95 4456.65 0 0 1003.95 5460.6 Stayed 9496-IVVRP Female 42 Yes 3 Lake Elsinore 92532 33.705836 -117.318204 8 11 None Yes 44.84 No Yes DSL 57 Yes No No No No No No No Month-to-Month No Bank Withdrawal 51 581.7 0 60 493.24 1134.94 Stayed 9497-QCMMS Male 73 No 0 San Diego 92117 32.825086 -117.199424 0 1 Offer E Yes 30.17 Yes Yes Fiber Optic 6 No No No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 93.55 93.55 0 0 30.17 123.72 Churned Competitor Competitor made better offer 9498-FIMXL Female 31 No 0 Oceanside 92054 33.351059 -117.420557 0 8 Offer E Yes 31.02 No No One Year Yes Credit Card 19.2 161.95 0 0 248.16 410.11 Stayed 9499-XPZXM Female 45 Yes 0 Burnt Ranch 95527 40.854512 -123.450097 7 72 None Yes 15.23 Yes Yes DSL 26 Yes Yes No Yes No No No Yes Two Year No Bank Withdrawal 64.75 4804.75 0 0 1096.56 5901.31 Stayed 9500-IWPXQ Female 52 Yes 2 West Sacramento 95691 38.627951 -121.593287 3 61 Offer B Yes 40.48 Yes Yes DSL 20 Yes Yes Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 79.4 4820.55 0 0 2469.28 7289.83 Stayed 9500-LTVBP Female 63 No 0 Rancho Palos Verdes 90275 33.753146 -118.367459 0 35 Offer C Yes 13.14 Yes Yes Fiber Optic 6 No No No Yes No No No Yes Month-to-Month No Credit Card 80.05 2835.9 0 0 459.9 3295.8 Stayed 9500-WBGRP Male 19 No 0 Danville 94526 37.815459 -121.977203 0 69 Offer A Yes 42.49 No No Two Year Yes Credit Card 19.1 1268.85 0 0 2931.81 4200.66 Stayed 9501-UKKNL Male 43 No 0 Diamond Bar 91765 33.992416 -117.807874 0 59 None No Yes DSL 7 No No No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 51.7 3005.8 0 0 0 3005.8 Stayed 9503-XJUME Male 23 No 2 Bolinas 94924 37.943087 -122.72379 0 52 None Yes 22.65 No No One Year No Credit Card 19.65 928.4 0 0 1177.8 2106.2 Stayed 9504-DSHWM Male 53 No 0 Litchfield 96117 40.507272 -120.338228 0 20 None Yes 33.14 Yes Yes DSL 17 Yes No No Yes No No No No Month-to-Month No Bank Withdrawal 59.2 1191.2 0 130 662.8 1984 Stayed 9504-YAZWB Female 28 No 0 Mountain Center 92561 33.638645 -116.55783 0 53 None Yes 28.46 No No Two Year No Credit Card 20.25 1048.45 0 0 1508.38 2556.83 Stayed 9505-SQFSW Female 59 Yes 3 Tehachapi 93561 35.073777 -118.652112 6 3 Offer E No Yes Cable 53 No Yes No No No Yes Yes Yes Month-to-Month No Credit Card 40.3 92.5 0 0 0 92.5 Joined 9506-UXUSK Male 53 No 0 San Jose 95116 37.350284 -121.852855 0 13 Offer D Yes 39.17 No Yes Fiber Optic 10 No No No No No No No No Month-to-Month Yes Bank Withdrawal 70.15 931.75 0 150 509.21 1590.96 Stayed 9507-EXLTT Female 30 Yes 0 Seaside 93955 36.625114 -121.823565 2 1 Offer E Yes 23.63 No Yes Fiber Optic 52 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 79.35 79.35 0 0 23.63 102.98 Churned Attitude Attitude of support person 9507-HSMMZ Male 48 No 0 Thousand Oaks 91362 34.191842 -118.822796 0 54 Offer B Yes 27.3 No No Two Year No Credit Card 20 1149.65 0 0 1474.2 2623.85 Stayed 9508-ILZDG Female 79 No 0 Dillon Beach 94929 38.24458 -122.956268 0 34 None Yes 14.23 Yes Yes Fiber Optic 13 No Yes No Yes Yes No No Yes Two Year Yes Bank Withdrawal 96.35 3190.25 0 0 483.82 3674.07 Stayed 9509-MPYOD Female 34 No 0 Newcastle 95658 38.883224 -121.15918 0 35 Offer C Yes 35.5 No No One Year No Credit Card 20.75 700.45 0 0 1242.5 1942.95 Stayed 9512-PHSMG Female 27 Yes 0 Merced 95340 37.255637 -120.493537 2 10 None Yes 10.42 No No Month-to-Month Yes Credit Card 20.55 252.75 0 0 104.2 356.95 Stayed 9512-UIBFX Male 52 Yes 0 West Covina 91791 34.061634 -117.893169 6 18 None Yes 1.51 No Yes Fiber Optic 28 No No Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 95.15 1779.95 10.17 0 27.18 1796.96 Churned Other Don't know 9513-DXHDA Male 58 No 0 Auburn 95603 38.912881 -121.082766 0 27 None Yes 49.25 No Yes DSL 4 Yes No Yes Yes Yes Yes Yes Yes One Year No Bank Withdrawal 81.7 2212.55 0 0 1329.75 3542.3 Stayed 9514-JDSKI Male 77 Yes 0 El Monte 91732 34.074492 -118.01462 1 1 Offer E No Yes DSL 12 No Yes No No Yes No No Yes Month-to-Month No Bank Withdrawal 40.2 40.2 0 0 0 40.2 Churned Dissatisfaction Limited range of services 9518-IMLHK Male 48 No 0 Sacramento 95820 38.53508 -121.444144 0 31 None Yes 41.23 No Yes DSL 27 Yes Yes Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 72.45 2156.25 0 0 1278.13 3434.38 Stayed 9518-RWHZL Female 39 No 0 Penryn 95663 38.859093 -121.182872 0 64 None Yes 28.13 Yes Yes Fiber Optic 18 No No Yes No Yes Yes Yes Yes One Year Yes Credit Card 100.05 6254.2 0 0 1800.32 8054.52 Churned Competitor Competitor had better devices 9518-XXBXE Male 80 Yes 0 Patterson 95363 37.410236 -121.320337 7 10 None Yes 25.13 No Yes Fiber Optic 30 Yes No No No No No No Yes Two Year No Bank Withdrawal 75.3 720.45 0 0 251.3 971.75 Stayed 9522-BNTHX Female 72 No 0 Caliente 93518 35.358953 -118.527064 0 34 None No Yes DSL 28 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 56.25 1765.95 0 0 0 1765.95 Stayed 9522-ZSINC Male 34 No 0 Santa Rosa 95409 38.468893 -122.580539 0 13 Offer D Yes 7.33 No No One Year Yes Bank Withdrawal 19.95 253.8 0 0 95.29 349.09 Stayed 9524-EGPJC Female 33 No 0 Walnut Creek 94595 37.862128 -122.075197 0 18 None Yes 34.21 Yes Yes Fiber Optic 19 No No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.1 1612.75 48.26 0 615.78 2180.27 Churned Competitor Competitor offered higher download speeds 9526-BIHHD Male 30 No 0 San Jose 95127 37.375156 -121.795867 0 1 Offer E No Yes Cable 69 Yes No No No No No No Yes Month-to-Month No Mailed Check 29.7 29.7 0 0 0 29.7 Churned Dissatisfaction Product dissatisfaction 9526-JAWYF Male 49 No 0 San Diego 92126 32.886925 -117.152162 0 26 Offer C Yes 6.24 No Yes Fiber Optic 25 No Yes Yes No Yes No No Yes Month-to-Month No Bank Withdrawal 89.8 2335.3 0 0 162.24 2497.54 Churned Competitor Competitor made better offer 9529-OFXHY Male 20 No 0 Elk Creek 95939 39.53222 -122.594879 0 15 None Yes 13.8 Yes Yes Fiber Optic 59 Yes No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 87.75 1242.2 0 0 207 1449.2 Stayed 9530-EHPOH Male 60 No 0 San Diego 92109 32.787836 -117.232376 0 11 Offer D Yes 15.03 Yes Yes DSL 13 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 53.75 608 0 0 165.33 773.33 Churned Competitor Competitor made better offer 9530-GRMJG Male 63 Yes 3 Whittier 90601 34.007353 -118.033683 4 70 None Yes 38.83 Yes Yes DSL 24 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 84.1 5979.7 0 0 2718.1 8697.8 Stayed 9531-NSBMR Female 44 No 0 Mendocino 95460 39.305545 -123.743697 0 36 None Yes 49.85 No No One Year Yes Bank Withdrawal 19.25 679.8 0 0 1794.6 2474.4 Stayed 9534-NSXEM Male 28 No 0 Watsonville 95076 36.931654 -121.752383 0 26 Offer C Yes 31.53 No No One Year Yes Credit Card 20.65 595.5 0 0 819.78 1415.28 Stayed 9537-JALFH Male 49 Yes 2 Imperial 92251 32.858595 -115.662709 10 69 Offer A Yes 28.19 No No Two Year No Bank Withdrawal 19.9 1356.7 0 0 1945.11 3301.81 Stayed 9537-VHDTA Female 42 No 3 Corona 92879 33.893823 -117.531446 0 1 None Yes 2.98 No Yes Cable 26 Yes No No No No No No Yes Month-to-Month No Credit Card 51.2 51.2 0 0 2.98 54.18 Joined 9540-JYROE Male 30 No 0 Bonita 91902 32.67117 -117.00232 0 8 None Yes 13.04 No Yes Fiber Optic 85 No No No No No No No No Month-to-Month Yes Credit Card 70.1 551.35 0 10 104.32 665.67 Churned Competitor Competitor offered higher download speeds 9541-PWTWO Female 32 No 0 Willow Creek 95573 40.949012 -123.655847 0 52 Offer B Yes 38.71 Yes Yes DSL 21 No No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 80.95 4233.95 0 0 2012.92 6246.87 Stayed 9541-ZPSEA Male 25 Yes 3 San Andreas 95249 38.196497 -120.61689 8 68 Offer A Yes 24.08 No Yes Fiber Optic 41 Yes No Yes No No No No Yes Two Year No Credit Card 80.35 5375.15 0 0 1637.44 7012.59 Stayed 9544-PYPSJ Female 67 Yes 2 El Cajon 92020 32.79697 -116.969082 1 62 None Yes 45.76 Yes Yes Fiber Optic 12 No Yes Yes No No Yes No No Two Year Yes Credit Card 96.1 6019.35 0 150 2837.12 9006.47 Stayed 9546-CQJSU Female 50 No 0 Soda Springs 95728 39.279068 -120.414275 0 2 None Yes 39.62 Yes Yes Fiber Optic 7 No No Yes No Yes No No Yes Month-to-Month Yes Bank Withdrawal 91.4 193.6 0 0 79.24 272.84 Churned Competitor Competitor had better devices 9546-KDTRB Female 62 No 0 Pasadena 91106 34.139402 -118.128658 0 19 None Yes 11.86 Yes No Month-to-Month No Bank Withdrawal 24.7 465.85 1.65 0 225.34 689.54 Stayed 9547-ITEFG Male 32 Yes 3 San Diego 92105 32.741859 -117.090353 8 9 Offer E Yes 23.42 Yes Yes Fiber Optic 30 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 102.6 897.75 0 0 210.78 1108.53 Stayed 9548-LERKT Male 32 Yes 0 Willows 95988 39.493991 -122.286363 4 24 None Yes 27.38 No No Two Year No Credit Card 19.75 483.15 16.56 0 657.12 1123.71 Stayed 9548-LIGTA Male 26 Yes 0 Tustin 92780 33.735802 -117.818805 2 61 None Yes 20.34 No Yes Cable 51 Yes Yes No Yes Yes Yes Yes No Two Year Yes Credit Card 81.05 4747.65 0 0 1240.74 5988.39 Stayed 9548-ZMVTX Male 31 Yes 3 Visalia 93292 36.37559 -119.211689 7 72 Offer A Yes 8.51 Yes Yes Fiber Optic 24 No Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 90.45 6565.85 0 0 612.72 7178.57 Stayed 9552-TGUZV Male 57 Yes 0 Upland 91784 34.141146 -117.655583 8 8 Offer E Yes 20.67 No Yes Fiber Optic 18 Yes No No No No No No Yes Month-to-Month Yes Credit Card 75 658.1 0 0 165.36 823.46 Stayed 9553-DLCLU Female 30 No 0 Stockton 95204 37.974498 -121.319568 0 13 None Yes 37.03 Yes Yes DSL 52 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 88.95 1161.75 0 0 481.39 1643.14 Stayed 9554-DFKIC Male 50 Yes 2 Villa Park 92861 33.817473 -117.810462 6 30 None Yes 12.49 Yes Yes DSL 19 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 54.45 1588.7 0 0 374.7 1963.4 Stayed 9555-SAHUZ Female 30 Yes 3 Kernville 93238 35.852892 -118.397782 5 38 None Yes 46.27 No Yes Cable 30 Yes Yes No No No No No Yes Month-to-Month No Bank Withdrawal 54.5 2076.05 0 0 1758.26 3834.31 Stayed 9558-IHEZX Female 57 No 0 Litchfield 96117 40.507272 -120.338228 0 71 Offer A Yes 2.93 Yes Yes Fiber Optic 10 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 106.75 7283.25 0 0 208.03 7491.28 Stayed 9560-ARGQJ Female 40 No 0 Quincy 95971 39.971228 -121.041166 0 16 None Yes 12.92 No Yes Fiber Optic 12 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal -4 1312.15 0 0 206.72 1518.87 Churned Dissatisfaction Product dissatisfaction 9560-BBZXK Female 61 No 0 Whittier 90605 33.960891 -118.032222 0 36 Offer C No Yes Cable 27 Yes No No No No No No Yes Two Year No Bank Withdrawal 31.05 1126.35 0 0 0 1126.35 Stayed 9564-KCLHR Male 58 No 0 San Diego 92109 32.787836 -117.232376 0 1 None Yes 6.44 No Yes DSL 4 No No No Yes No No No Yes Month-to-Month No Mailed Check 51.25 51.25 0 0 6.44 57.69 Churned Competitor Competitor made better offer 9565-AXSMR Male 19 Yes 3 Greenfield 93927 36.248708 -121.386617 10 52 None Yes 40.76 No No Two Year No Credit Card 19.2 1054.75 0 0 2119.52 3174.27 Stayed 9565-DJPIB Female 64 No 0 Vallejo 94590 38.104705 -122.247387 0 4 Offer E Yes 36.76 Yes Yes Fiber Optic 20 No Yes No No Yes No No Yes Month-to-Month No Credit Card 89.6 365.65 0 0 147.04 512.69 Churned Competitor Competitor had better devices 9565-FLVCG Male 40 Yes 0 Lamont 93241 35.245035 -118.905553 10 65 Offer B Yes 17.43 Yes Yes DSL 30 Yes Yes No No No Yes Yes Yes Two Year Yes Mailed Check 69.55 4459.15 23.61 0 1132.95 5568.49 Stayed 9565-JSNFM Male 39 No 0 Meadow Valley 95956 39.937017 -121.058043 0 38 None Yes 33.71 No Yes Fiber Optic 17 No No No No No No No Yes One Year Yes Bank Withdrawal 70.45 2597.6 0 0 1280.98 3878.58 Churned Price Lack of affordable download/upload speed 9570-KYEUA Male 38 No 0 Casmalia 93429 34.866032 -120.536546 0 64 Offer B Yes 36.54 Yes Yes Fiber Optic 14 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 99.25 6549.45 0 0 2338.56 8888.01 Stayed 9571-EDEBV Male 60 Yes 0 San Diego 92119 32.802959 -117.027095 8 71 None Yes 34.72 Yes Yes Fiber Optic 10 No No Yes No Yes Yes Yes Yes One Year Yes Credit Card 98.65 6962.85 0 0 2465.12 9427.97 Stayed 9572-MTILT Male 47 Yes 0 Fullerton 92833 33.877639 -117.961212 7 59 None Yes 49.31 Yes Yes Fiber Optic 21 Yes Yes Yes Yes Yes No No No Month-to-Month Yes Bank Withdrawal 106.75 6252.9 0 40 2909.29 9202.19 Churned Competitor Competitor made better offer 9572-WUKSB Male 22 Yes 0 South Pasadena 91030 34.110444 -118.156957 5 3 None No Yes DSL 41 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 29.9 92.25 0 0 0 92.25 Joined 9574-BOSMD Male 50 Yes 2 Arvin 93203 35.116307 -118.817644 10 68 None Yes 19.09 Yes No Two Year No Bank Withdrawal 25.4 1620.2 9.34 0 1298.12 2908.98 Stayed 9574-RKJIF Male 52 Yes 0 Trabuco Canyon 92679 33.631119 -117.567346 1 30 Offer C Yes 28.85 Yes Yes Fiber Optic 6 Yes Yes No No Yes No No No Month-to-Month Yes Bank Withdrawal 94.4 2838.7 0 80 865.5 3784.2 Churned Competitor Competitor offered higher download speeds 9575-IWCAZ Male 37 Yes 0 Valencia 91354 34.457005 -118.573726 4 6 None Yes 47.29 Yes No One Year No Mailed Check 25.1 171 0 0 283.74 454.74 Stayed 9576-ANLXO Female 30 No 0 Earlimart 93219 35.858054 -119.305858 0 3 None Yes 26.26 No Yes Fiber Optic 30 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.55 222.3 0 0 78.78 301.08 Churned Competitor Competitor offered higher download speeds 9576-SYUHJ Male 29 No 0 Long Beach 90815 33.797638 -118.11662 0 37 Offer C Yes 12.69 Yes Yes Fiber Optic 69 Yes No No No Yes No No No Month-to-Month Yes Bank Withdrawal 91.15 3369.25 17.5 50 469.53 3871.28 Stayed 9577-WJVCQ Female 24 No 0 West Covina 91790 34.066964 -117.937007 0 68 None Yes 5.3 Yes Yes DSL 59 Yes No No No No No No Yes Month-to-Month No Mailed Check 54.45 3687.75 0 0 360.4 4048.15 Stayed 9578-FOMUK Male 53 No 3 Santa Clara 95054 37.393554 -121.965114 0 15 None Yes 32.54 Yes No Month-to-Month Yes Bank Withdrawal 24.8 324.15 12.8 0 488.1 799.45 Stayed 9578-VRMNM Female 48 No 0 Summerland 93067 34.420998 -119.60137 0 16 None Yes 47.45 Yes Yes DSL 30 No No Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 65.2 1043.35 0 0 759.2 1802.55 Churned Competitor Competitor had better devices 9581-GVBXT Male 59 Yes 2 Santa Maria 93455 34.818227 -120.418784 0 59 Offer B No Yes DSL 19 Yes No Yes No No No No Yes One Year No Credit Card 34.8 1980.3 0 0 0 1980.3 Stayed 9584-EXCDZ Female 53 No 0 San Francisco 94103 37.773147 -122.411287 0 17 Offer D Yes 41.78 No Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month No Bank Withdrawal 70.5 1165.6 0 0 710.26 1875.86 Stayed 9585-KKMFD Male 24 Yes 1 San Miguel 93451 35.886767 -120.608661 5 41 None Yes 16.02 No No Two Year Yes Credit Card 20 879.8 0 0 656.82 1536.62 Stayed 9586-JGQKH Female 61 Yes 0 Cathedral City 92234 33.829583 -116.474131 8 64 Offer B Yes 49.26 Yes Yes Fiber Optic 18 No Yes No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 105.4 6794.75 32.24 0 3152.64 9915.15 Stayed 9588-OZDMQ Female 38 Yes 0 Tollhouse 93667 36.993666 -119.348267 8 2 Offer E Yes 15.5 No Yes DSL 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45 89.75 0 0 31 120.75 Joined 9588-YRFHY Male 19 No 0 Santee 92071 32.847336 -116.997605 0 49 Offer B Yes 6.26 No No Two Year Yes Credit Card 19.9 1022.6 0 0 306.74 1329.34 Stayed 9589-ABEPT Male 47 Yes 0 El Segundo 90245 33.917145 -118.401554 9 69 None Yes 3.08 Yes Yes Fiber Optic 20 No Yes No Yes Yes No No Yes Two Year Yes Credit Card 92.45 6460.55 0 0 212.52 6673.07 Stayed 9591-YVTEB Male 77 No 0 National City 91950 32.67102 -117.095235 0 55 Offer B No Yes DSL 30 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 44.85 2479.05 0 0 0 2479.05 Stayed 9592-ERDKV Male 43 Yes 0 Mc Farland 93250 35.666886 -119.186717 6 37 None Yes 9.26 Yes Yes DSL 28 Yes No Yes No Yes Yes Yes Yes One Year No Credit Card 79.25 2911.8 0 0 342.62 3254.42 Stayed 9593-CVZKR Female 20 Yes 2 Los Angeles 90025 34.046174 -118.446333 2 56 Offer B Yes 31.53 Yes No Two Year Yes Credit Card 24.45 1385.85 0 0 1765.68 3151.53 Stayed 9600-NAXZN Male 39 No 0 San Diego 92121 32.898613 -117.202937 0 43 None Yes 49.64 Yes Yes Fiber Optic 27 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 101.4 4528 0 0 2134.52 6662.52 Churned Competitor Competitor made better offer 9600-UDOPK Male 33 Yes 0 San Francisco 94117 37.770533 -122.445121 1 30 Offer C Yes 10.5 Yes Yes Fiber Optic 22 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card 94.05 2866.45 0 0 315 3181.45 Churned Attitude Attitude of support person 9601-BRXPO Female 48 Yes 0 San Diego 92122 32.85723 -117.209774 1 25 Offer C Yes 8.91 Yes Yes Fiber Optic 10 No No Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.95 2566.5 0 0 222.75 2789.25 Churned Competitor Competitor made better offer 9602-WCXPI Male 24 No 0 Hemet 92544 33.644585 -116.871544 0 50 None Yes 21.72 No No One Year No Credit Card 20.15 989.05 0 0 1086 2075.05 Stayed 9603-OAIHC Male 72 No 0 Palmdale 93551 34.613476 -118.256358 0 1 Offer E Yes 2.97 No Yes Fiber Optic 5 No No No No No No No Yes Two Year Yes Bank Withdrawal 70.05 70.05 0 0 2.97 73.02 Joined 9605-WGJVW Female 69 No 0 Stockton 95204 37.974498 -121.319568 0 1 None Yes 22.34 No Yes Fiber Optic 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.2 70.2 0 0 22.34 92.54 Joined 9606-PBKBQ Male 69 Yes 0 Long Beach 90813 33.781086 -118.199049 1 32 None Yes 5.99 Yes Yes Fiber Optic 23 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85 2642.05 49.57 0 191.68 2784.16 Churned Attitude Attitude of support person 9609-BENEA Male 50 Yes 0 Chula Vista 91914 32.688506 -116.938632 6 35 Offer C Yes 45.97 Yes Yes DSL 13 No Yes No Yes Yes No No Yes One Year Yes Bank Withdrawal 69 2441.7 0 0 1608.95 4050.65 Stayed 9610-WCESF Male 44 No 0 Sacramento 95828 38.486938 -121.395805 0 67 None No Yes Cable 17 Yes No No Yes Yes No No Yes Two Year No Bank Withdrawal 43.9 3097.2 34.45 0 0 3062.75 Stayed 9611-CTWIH Female 56 No 0 Garden Grove 92841 33.786738 -117.982564 0 3 None Yes 16.15 No Yes Fiber Optic 13 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 89.45 240.45 0 0 48.45 288.9 Churned Competitor Competitor made better offer 9614-RMGHA Male 29 Yes 0 San Diego 92117 32.825086 -117.199424 0 65 None Yes 36.75 Yes Yes Fiber Optic 73 No Yes No No Yes No Yes Yes Month-to-Month Yes Bank Withdrawal 91.85 5940.85 0 0 2388.75 8329.6 Churned Competitor Competitor made better offer 9617-INGJY Male 31 No 0 Manhattan Beach 90266 33.889632 -118.39737 0 1 None Yes 36.12 No Yes Fiber Optic 14 No No No No No No No Yes Month-to-Month Yes Credit Card 70.6 70.6 0 0 36.12 106.72 Joined 9617-UDPEU Female 50 No 0 Loyalton 96118 39.637471 -120.226338 0 22 None Yes 35.4 No No One Year Yes Credit Card 19.25 412.55 0 0 778.8 1191.35 Stayed 9618-LFJRU Female 31 No 0 Inglewood 90303 33.936291 -118.332639 0 4 None Yes 3.05 No No Month-to-Month No Credit Card 20.45 82.85 0 0 12.2 95.05 Stayed 9619-GSATL Female 38 No 0 Dos Rios 95429 39.756049 -123.358701 0 43 None Yes 1.6 No Yes DSL 19 No Yes No Yes No No No No One Year No Bank Withdrawal 55.45 2444.25 0 130 68.8 2643.05 Stayed 9620-ENEJV Female 52 No 0 Vina 96092 39.955164 -122.018567 0 6 Offer E Yes 30.54 No Yes Fiber Optic 27 No No No No No No No Yes Month-to-Month No Credit Card 70.55 433.95 0 0 183.24 617.19 Stayed 9620-QJREV Male 62 No 0 Weldon 93283 35.55647 -118.244914 0 47 Offer B Yes 42.25 No No One Year No Credit Card 20.55 1013.05 0 0 1985.75 2998.8 Stayed 9621-OUPYD Female 21 Yes 0 Lancaster 93536 34.741406 -118.38111 2 25 None Yes 10.49 No No One Year Yes Bank Withdrawal 20.2 507.9 0 0 262.25 770.15 Stayed 9624-EGDEQ Female 49 No 0 Palo Alto 94304 37.386978 -122.177746 0 37 None Yes 41.99 No No Two Year No Credit Card 19.8 813.3 0 0 1553.63 2366.93 Stayed 9625-QNLUX Male 51 Yes 2 San Jose 95138 37.246064 -121.749494 2 68 None Yes 21.86 No Yes Fiber Optic 29 Yes Yes Yes No Yes Yes Yes Yes Two Year Yes Credit Card 103.25 7074.4 0 0 1486.48 8560.88 Stayed 9625-QSTYE Female 37 No 0 San Francisco 94131 37.746699 -122.442833 0 13 None Yes 3.84 No Yes Fiber Optic 4 No Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 81.15 952.3 0 0 49.92 1002.22 Churned Competitor Competitor had better devices 9625-RZFUK Male 47 Yes 1 Alameda 94502 37.724817 -122.224363 0 63 None Yes 3.65 No No Two Year No Credit Card -3 1275.85 0 0 229.95 1505.8 Stayed 9626-VFRGG Female 33 No 2 Susanville 96130 40.559177 -120.612113 0 41 None Yes 18.72 Yes Yes Fiber Optic 10 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 88.5 3645.05 0 0 767.52 4412.57 Stayed 9626-WEQRM Female 53 No 0 Cedarville 96104 41.505916 -120.152505 0 4 None No Yes DSL 2 Yes No No No No No No No Month-to-Month Yes Credit Card 29.15 110.05 0 10 0 120.05 Stayed 9629-NHXFW Female 58 Yes 2 Downey 90241 33.940884 -118.128628 6 1 None Yes 48.79 No No Month-to-Month Yes Credit Card 19.4 19.4 0 0 48.79 68.19 Joined 9631-RXVJM Male 33 No 0 San Francisco 94102 37.7795 -122.419233 0 35 Offer C Yes 4.24 No No Two Year No Credit Card 19.25 677.9 0 0 148.4 826.3 Stayed 9631-XEYKE Male 28 No 0 Rialto 92377 34.156758 -117.404686 0 3 None Yes 29.74 Yes Yes DSL 59 No No No No No No No Yes Month-to-Month No Bank Withdrawal 50.4 137.25 0 0 89.22 226.47 Joined 9633-DENPU Female 53 Yes 0 Long Beach 90804 33.783047 -118.1486 8 47 None Yes 3.2 No Yes Cable 18 No Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 58.6 2723.4 0 0 150.4 2873.8 Stayed 9633-XQABV Female 33 No 0 Los Banos 93635 36.995162 -120.955099 0 3 Offer E Yes 25.4 No Yes Fiber Optic 10 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.25 229.7 0 0 76.2 305.9 Joined 9637-CDTKZ Male 64 Yes 0 Fallbrook 92028 33.362575 -117.299644 6 72 None Yes 23.27 Yes Yes Fiber Optic 3 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 114.1 8086.4 0 0 1675.44 9761.84 Stayed 9637-EIHEQ Female 20 No 0 San Diego 92126 32.886925 -117.152162 0 1 None Yes 22.82 No Yes Cable 27 No No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 50.8 50.8 0 0 22.82 73.62 Churned Competitor Competitor made better offer 9638-JIQYA Male 22 No 0 Ballico 95303 37.4695 -120.672724 0 2 None No Yes DSL 48 No No No No No No No No Month-to-Month Yes Credit Card 24.9 49.7 0 10 0 59.7 Joined 9639-BUJXT Male 50 No 0 Santee 92071 32.847336 -116.997605 0 63 None Yes 35.35 No No One Year No Credit Card 20.5 1328.15 15.62 0 2227.05 3539.58 Stayed 9640-ZSLDC Female 29 Yes 5 Lagunitas 94938 38.021772 -122.691744 3 53 None Yes 31.99 No Yes DSL 59 No No Yes No No Yes Yes Yes One Year No Credit Card 60.6 3297 0 0 1695.47 4992.47 Stayed 9643-AVVWI Female 49 Yes 3 Los Angeles 90003 33.964131 -118.272783 2 3 None Yes 19.18 No Yes Fiber Optic 22 No Yes No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 80 241.3 0 0 57.54 298.84 Joined 9643-YBLUR Male 27 Yes 0 West Covina 91791 34.061634 -117.893169 4 9 Offer E Yes 26.03 Yes Yes Cable 59 No Yes Yes No No Yes Yes Yes Month-to-Month Yes Credit Card 69.05 653.95 0 0 234.27 888.22 Stayed 9644-KVCNC Female 49 No 0 Fountain Valley 92708 33.712036 -117.950113 0 66 Offer A Yes 19.68 Yes Yes Fiber Optic 28 No No Yes No Yes No No Yes One Year Yes Bank Withdrawal 92.15 6056.9 0 0 1298.88 7355.78 Stayed 9644-UMGQA Male 48 Yes 3 Penn Valley 95946 39.203817 -121.19584 1 6 Offer E Yes 34.7 No Yes DSL 51 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 49.15 295.65 0 0 208.2 503.85 Stayed 9646-NMHXE Male 63 Yes 0 San Geronimo 94963 38.00474 -122.663717 7 47 None Yes 6.54 No No Two Year No Credit Card 19.65 973.1 0 0 307.38 1280.48 Stayed 9647-ERGBE Female 64 Yes 0 Turlock 95380 37.474396 -120.875917 1 30 None Yes 39.74 Yes Yes Fiber Optic 22 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.05 3046.15 0 0 1192.2 4238.35 Churned Competitor Competitor had better devices 9648-BCHKM Female 22 Yes 3 Palmdale 93550 34.536232 -118.082935 9 18 None Yes 43.69 Yes No Two Year Yes Credit Card 24.65 471.35 0 0 786.42 1257.77 Stayed 9650-VBUOG Male 44 Yes 1 Tranquillity 93668 36.635661 -120.288644 9 38 Offer C Yes 33.1 Yes No Two Year No Credit Card 25.05 963.95 0 0 1257.8 2221.75 Stayed 9651-GTSAQ Female 44 Yes 0 Corning 96021 39.913777 -122.289984 1 53 None Yes 30.09 No Yes Fiber Optic 11 Yes Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 106.1 5769.75 0 0 1594.77 7364.52 Churned Attitude Attitude of support person 9658-WYUFB Female 57 No 0 Lathrop 95330 37.80821 -121.308401 0 17 Offer D Yes 21.82 Yes Yes Fiber Optic 23 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 94.4 1617.5 0 0 370.94 1988.44 Churned Competitor Competitor offered more data 9659-QEQSY Female 26 No 0 Los Angeles 90018 34.028735 -118.317236 0 45 None Yes 33.73 Yes Yes Fiber Optic 30 Yes Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 115.65 5125.5 0 0 1517.85 6643.35 Stayed 9659-ZTWSM Male 71 Yes 0 Los Angeles 90013 34.044639 -118.240413 7 66 None Yes 7.86 Yes Yes Fiber Optic 26 No Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 107.35 7051.95 39.18 0 518.76 7531.53 Stayed 9661-ACXBS Female 26 No 0 San Rafael 94901 37.972662 -122.491452 0 42 Offer B Yes 33.46 Yes Yes Fiber Optic 52 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 105.2 4400.75 40.15 0 1405.32 5765.92 Churned Competitor Competitor made better offer 9661-JALZV Female 23 No 0 Atascadero 93422 35.453912 -120.69461 0 58 Offer B Yes 47.9 Yes No Two Year Yes Credit Card 24.7 1519 0 0 2778.2 4297.2 Stayed 9661-MHUMO Male 71 Yes 1 Mather 95655 38.549822 -121.266725 3 1 None Yes 8.38 No Yes DSL 19 No No No Yes No No No Yes Month-to-Month Yes Credit Card 49.25 49.25 0 0 8.38 57.63 Churned Dissatisfaction Service dissatisfaction 9667-EQRXU Female 74 No 0 Boron 93516 34.95703 -117.73045 0 30 None No Yes Cable 7 No No Yes No Yes No No No Month-to-Month Yes Bank Withdrawal 40.3 1172.95 0 100 0 1272.95 Churned Other Don't know 9667-TKTVZ Female 38 No 0 Los Osos 93402 35.279984 -120.824288 0 2 None Yes 25.81 Yes Yes Cable 7 No No No Yes No No No Yes Month-to-Month Yes Credit Card 54.35 117.05 0 0 51.62 168.67 Joined 9668-PUGNU Male 20 Yes 0 Escondido 92027 33.141265 -116.967221 9 71 None Yes 32.18 Yes No Two Year Yes Bank Withdrawal 24.5 1816.2 0 0 2284.78 4100.98 Stayed 9670-BPNXF Female 48 No 0 Glennville 93226 35.735694 -118.738483 0 45 Offer B Yes 8.4 No Yes DSL 8 Yes Yes No Yes No No No Yes One Year Yes Credit Card 62.55 2796.45 0 0 378 3174.45 Stayed 9674-EHPPG Male 63 Yes 0 Berkeley 94707 37.897753 -122.279391 6 46 Offer B No Yes DSL 26 Yes No Yes Yes No No No No Two Year No Credit Card 40.4 1842.7 0 80 0 1922.7 Stayed 9675-ICXCT Male 23 Yes 0 El Cajon 92021 32.832706 -116.873258 8 72 Offer A Yes 35.07 No Yes Cable 53 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 80.8 5728.55 0 0 2525.04 8253.59 Stayed 9677-AVKED Female 55 No 2 La Verne 91750 34.144703 -117.770299 0 53 None Yes 14.54 Yes Yes Cable 18 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 84.6 4449.75 0 0 770.62 5220.37 Stayed 9680-NIAUV Female 42 Yes 0 West Hills 91307 34.199787 -118.68493 7 72 Offer A Yes 18.66 Yes Yes Fiber Optic 3 Yes Yes Yes No Yes Yes Yes Yes Two Year No Credit Card 109.7 8129.3 0 0 1343.52 9472.82 Stayed 9681-KYGYB Male 75 Yes 0 Kelseyville 95451 38.93496 -122.792243 5 49 Offer B Yes 26 Yes Yes Fiber Optic 16 Yes Yes Yes No No No No Yes One Year Yes Bank Withdrawal 88.2 4159.45 0 0 1274 5433.45 Stayed 9681-OXGVC Female 54 No 0 Laytonville 95454 39.806141 -123.531098 0 5 None Yes 28.2 Yes Yes Fiber Optic 29 No No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 100.5 514 0 0 141 655 Churned Competitor Competitor made better offer 9685-WKZGT Male 67 No 0 Carmichael 95608 38.626128 -121.328011 0 14 Offer D Yes 16.32 Yes Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.95 1036.75 39.29 0 228.48 1225.94 Churned Price Extra data charges 9688-YGXVR Female 35 No 0 Salida 95368 37.713152 -121.08739 0 44 Offer B Yes 32.83 No Yes Fiber Optic 24 No Yes Yes No Yes No No Yes Month-to-Month Yes Credit Card 88.15 3973.2 0 0 1444.52 5417.72 Stayed 9689-PTNPG Male 42 No 0 San Diego 92126 32.886925 -117.152162 0 2 Offer E Yes 39.03 No Yes Fiber Optic 30 No No No No Yes No No No Month-to-Month Yes Bank Withdrawal 80.25 144.55 0 10 78.06 232.61 Churned Competitor Competitor made better offer 9691-HKOVS Female 20 Yes 0 San Jose 95125 37.294926 -121.894763 8 55 Offer B Yes 47.46 Yes Yes DSL 53 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 90.15 4916.95 0 0 2610.3 7527.25 Stayed 9692-TUSXH Female 23 No 0 Los Angeles 90041 34.137412 -118.207607 0 18 Offer D Yes 35.7 No Yes Fiber Optic 26 Yes No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 96.05 1740.7 0 0 642.6 2383.3 Churned Competitor Competitor offered higher download speeds 9693-XMUOB Male 65 Yes 0 Palo Alto 94304 37.386978 -122.177746 4 59 None No Yes Cable 23 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 50.25 2997.45 0 0 0 2997.45 Stayed 9695-IDRZR Female 26 No 3 Greenville 95947 40.160386 -120.835428 0 34 None Yes 27.47 Yes Yes Fiber Optic 51 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 116.15 3946.9 0 0 933.98 4880.88 Stayed 9696-RMYBA Male 56 No 0 Los Angeles 90003 33.964131 -118.272783 0 5 None Yes 12.35 No Yes Fiber Optic 13 No No No No Yes No No Yes Month-to-Month Yes Credit Card 80.1 398.55 0 0 61.75 460.3 Stayed 9699-UBQFS Female 76 Yes 0 Los Angeles 90065 34.108833 -118.229715 4 43 None Yes 3.66 Yes Yes Fiber Optic 22 Yes Yes No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 94.5 4156.8 0 0 157.38 4314.18 Stayed 9700-ISPUP Female 59 Yes 1 Valley Center 92082 33.25283 -116.986079 1 10 Offer D Yes 25.89 No Yes DSL 22 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 65.5 616.9 0 0 258.9 875.8 Stayed 9700-ZCLOT Male 46 No 0 Claremont 91711 34.127621 -117.717863 0 2 Offer E Yes 17.03 No No Month-to-Month No Credit Card 20 32.7 0 0 34.06 66.76 Joined 9701-CDXHR Female 63 Yes 0 Fallbrook 92028 33.362575 -117.299644 1 51 Offer B Yes 45.76 No Yes Fiber Optic 13 No No No No No No No No Month-to-Month No Credit Card 69.15 3649.6 0 110 2333.76 6093.36 Stayed 9702-AIUJO Male 22 Yes 2 Santa Paula 93060 34.402343 -119.094824 10 50 None Yes 36.61 No Yes DSL 41 No No No No No No No Yes One Year Yes Bank Withdrawal 44.8 2230.85 36.22 0 1830.5 4025.13 Stayed 9705-IOVQQ Male 80 Yes 2 Huntington Park 90255 33.97803 -118.217141 10 61 None Yes 4.51 Yes Yes Fiber Optic 22 No Yes No No Yes Yes Yes Yes One Year No Bank Withdrawal 99 5969.3 21.17 0 275.11 6223.24 Stayed 9705-ZJBCG Female 51 Yes 1 Frazier Park 93222 34.907911 -119.234281 5 13 Offer D Yes 19.63 No Yes DSL 12 Yes No No Yes No No No Yes One Year No Bank Withdrawal 54.15 701.05 0 0 255.19 956.24 Stayed 9708-HPXWZ Male 74 No 0 El Sobrante 94803 37.963995 -122.288296 0 5 None No Yes DSL 4 No No Yes Yes Yes No No Yes Two Year No Credit Card 45.4 214.75 0 0 0 214.75 Stayed 9708-KFDBY Male 29 No 0 Oceanside 92054 33.351059 -117.420557 0 1 Offer E Yes 7.32 No No Month-to-Month No Credit Card 20.55 20.55 0 0 7.32 27.87 Joined 9710-NJERN Female 30 No 0 Palm Desert 92260 33.694501 -116.412711 0 39 Offer C Yes 1.57 No No Two Year No Mailed Check 20.15 826 25.92 0 61.23 861.31 Stayed 9710-ZUSHQ Female 77 No 0 Red Bluff 96080 40.186772 -122.388361 0 37 Offer C Yes 41.85 Yes Yes Fiber Optic 2 Yes Yes No No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal 106.75 4056.75 0 0 1548.45 5605.2 Churned Price Lack of affordable download/upload speed 9711-FJTBX Male 60 Yes 1 Pittsburg 94565 38.006047 -121.916834 4 56 None Yes 11.48 No Yes Fiber Optic 10 No Yes Yes Yes No No No Yes One Year Yes Credit Card 85.85 4793.8 0 0 642.88 5436.68 Stayed 9714-EDSUC Male 25 No 0 Alviso 95002 37.449537 -121.994813 0 4 None Yes 11.5 No Yes Fiber Optic 41 Yes Yes No Yes No Yes Yes Yes Month-to-Month Yes Credit Card 94.9 360.55 0 0 46 406.55 Stayed 9715-SBVSU Male 20 Yes 1 Loma Linda 92354 34.049315 -117.255974 3 14 None Yes 10.74 No Yes DSL 59 Yes Yes No No No Yes Yes No Two Year Yes Bank Withdrawal 61.4 815.55 0 20 150.36 985.91 Stayed 9715-WZCLW Male 28 Yes 2 Fontana 92335 34.087558 -117.464096 7 71 Offer A Yes 39.09 Yes Yes Fiber Optic 69 Yes No No No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 97.2 6910.3 0 0 2775.39 9685.69 Stayed 9717-IOAAF Male 54 No 1 Rocklin 95677 38.7904 -121.236973 0 27 None Yes 2.65 Yes No Two Year Yes Credit Card 25.85 788.55 0 0 71.55 860.1 Stayed 9717-QEBGU Male 51 No 0 Leggett 95585 39.873371 -123.741474 0 2 Offer E Yes 1.57 No Yes Fiber Optic 26 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.3 144 0 0 3.14 147.14 Joined 9720-JJJOR Male 20 Yes 0 San Ysidro 92173 32.555828 -117.040073 8 41 None Yes 2.43 No Yes DSL 69 Yes Yes Yes No No No Yes Yes One Year Yes Bank Withdrawal 60.3 2511.3 0 0 99.63 2610.93 Stayed 9722-UJOJR Male 36 Yes 0 Blairsden Graeagle 96103 39.783747 -120.661032 1 29 None Yes 11.24 No Yes Fiber Optic 16 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 70.75 1974.8 0 0 325.96 2300.76 Churned Price Price too high 9725-SCPZG Male 47 No 0 South Lake Tahoe 96150 38.911577 -120.106169 0 1 Offer E Yes 1.13 No Yes Fiber Optic 6 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.85 90.85 0 0 1.13 91.98 Churned Price Price too high 9728-FTTVZ Female 44 No 0 Williams 95987 39.117537 -122.284654 0 1 None Yes 23.72 No Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.2 69.2 0 0 23.72 92.92 Churned Dissatisfaction Lack of self-service on Website 9730-DRTMJ Male 26 Yes 0 Coarsegold 93614 37.212191 -119.749323 10 32 None Yes 15.41 Yes Yes DSL 46 Yes No No Yes Yes No No Yes One Year Yes Credit Card 72.8 2333.05 0 0 493.12 2826.17 Stayed 9732-EQMWY Female 20 Yes 0 Concord 94518 37.950248 -122.022455 1 49 None Yes 12.39 No Yes Fiber Optic 46 No Yes Yes No Yes Yes Yes No Month-to-Month No Bank Withdrawal 99.4 5025 0 10 607.11 5642.11 Stayed 9732-KPKBW Male 49 No 0 Oroville 95966 39.473896 -121.415927 0 1 None Yes 31.16 No Yes DSL 11 Yes No No Yes No No No Yes Month-to-Month Yes Bank Withdrawal 53.95 53.95 0 0 31.16 85.11 Churned Price Extra data charges 9732-OUYRN Female 54 Yes 0 Union City 94587 37.59485 -122.051521 3 49 Offer B Yes 13.13 No No One Year No Credit Card 19 918.7 0 0 643.37 1562.07 Stayed 9734-UYXQI Female 27 No 0 Fallbrook 92028 33.362575 -117.299644 0 2 None Yes 24.83 Yes Yes Cable 52 No No No No No No Yes Yes Month-to-Month Yes Bank Withdrawal 49.4 106.55 0 0 49.66 156.21 Churned Competitor Competitor made better offer 9734-YWGEX Female 27 No 0 South San Francisco 94080 37.654436 -122.426468 0 9 None Yes 38.76 Yes Yes Fiber Optic 82 No No Yes No Yes Yes Yes Yes Month-to-Month No Credit Card 98.3 923.5 0 0 348.84 1272.34 Churned Price Price too high 9738-QLWTP Male 47 No 0 Santa Ysabel 92070 33.174725 -116.743329 0 39 None Yes 35.13 No Yes Fiber Optic 29 No No Yes Yes No No No Yes One Year No Bank Withdrawal 81.9 3219.75 0 0 1370.07 4589.82 Stayed 9739-JLPQJ Female 58 Yes 1 Long Beach 90822 33.778436 -118.118648 9 72 None Yes 33.37 Yes Yes Fiber Optic 16 Yes Yes Yes Yes Yes Yes Yes Yes Two Year No Credit Card 117.5 8670.1 47.55 0 2402.64 11025.19 Stayed 9741-YLNTD Male 37 No 0 Greenfield 93927 36.248708 -121.386617 0 6 None Yes 43.37 Yes Yes Fiber Optic 12 No No No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 87.95 522.35 0 0 260.22 782.57 Stayed 9742-XOKTS Male 60 Yes 1 Santa Clara 95050 37.351214 -121.952417 10 67 Offer A Yes 18.29 Yes Yes Fiber Optic 11 Yes Yes No Yes No No No Yes One Year No Bank Withdrawal 89.55 6038.55 33.76 0 1225.43 7230.22 Stayed 9743-DQKQW Male 28 No 0 Escalon 95320 37.818543 -121.006907 0 3 Offer E No Yes DSL 69 No No No No No No No Yes Month-to-Month No Bank Withdrawal 25.1 79.8 0 0 0 79.8 Joined 9746-MDMBK Male 58 Yes 1 Manton 96059 40.426679 -121.850421 7 47 None Yes 9.19 Yes Yes Fiber Optic 19 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 113.45 5317.8 0 0 431.93 5749.73 Stayed 9746-UGFAC Female 50 No 0 Carlotta 95528 40.497283 -123.93037 0 22 Offer D Yes 10.25 No No One Year No Bank Withdrawal 20.85 450.65 0 0 225.5 676.15 Stayed 9746-YKGXB Male 48 Yes 2 Sacramento 95838 38.646096 -121.442433 9 52 None No Yes DSL 19 Yes No Yes No No Yes Yes Yes One Year No Bank Withdrawal -3 2276.1 23.5 0 0 2252.6 Stayed 9747-DDZOS Female 50 No 0 Eldridge 95431 38.348884 -122.51699 0 1 None Yes 3.84 No Yes Fiber Optic 2 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 73.5 73.5 0 0 3.84 77.34 Churned Dissatisfaction Network reliability 9750-BOOHV Female 60 No 0 Torrance 90501 33.833699 -118.314387 0 32 Offer C No Yes DSL 18 Yes No No No No No No Yes One Year No Credit Card 30.15 927.65 0 0 0 927.65 Stayed 9752-ZNQUT Female 51 No 0 Visalia 93291 36.391777 -119.372842 0 1 Offer E Yes 7.99 No Yes Cable 11 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 48.6 48.6 0 0 7.99 56.59 Joined 9753-OYLBX Female 54 No 0 San Diego 92122 32.85723 -117.209774 0 1 None Yes 8.56 No No Month-to-Month No Credit Card 20.5 20.5 0 0 8.56 29.06 Joined 9754-CLVZW Female 40 Yes 3 Marysville 95901 39.19514 -121.503883 4 26 Offer C No Yes Cable 23 Yes Yes No Yes No No No No Month-to-Month No Credit Card 38.85 1025.15 0 30 0 1055.15 Stayed 9755-JHNMN Female 37 No 0 Bakersfield 93304 35.339796 -119.023552 0 49 None Yes 20.45 No Yes Cable 23 Yes Yes Yes Yes No No No Yes Two Year No Bank Withdrawal 67.4 3306.85 0 0 1002.05 4308.9 Stayed 9758-MFWGD Female 75 Yes 2 Hawthorne 90250 33.914775 -118.348083 0 48 None No Yes DSL 19 No Yes No No No No No Yes One Year No Bank Withdrawal 29.9 1388.75 0 0 0 1388.75 Stayed 9761-XUJWD Male 22 No 0 Fresno 93650 36.841655 -119.797113 0 5 None Yes 8.6 No Yes DSL 59 No Yes No Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 65.6 339.9 0 0 43 382.9 Stayed 9762-YAQAA Male 54 No 0 Seal Beach 90740 33.75462 -118.071128 0 39 Offer C Yes 36.93 Yes Yes Fiber Optic 12 No Yes No No No No No Yes One Year No Credit Card 81.4 3213.75 0 0 1440.27 4654.02 Stayed 9763-GRSKD Male 37 Yes 2 Los Angeles 90012 34.065875 -118.238728 1 13 Offer D Yes 29.68 No Yes DSL 22 Yes No No No No No No No Month-to-Month Yes Mailed Check 49.95 587.45 0 150 385.84 1123.29 Stayed 9763-PDTKK Female 59 No 0 San Jose 95112 37.343827 -121.883119 0 4 Offer E Yes 39.68 No Yes Fiber Optic 18 Yes No Yes Yes No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 94.4 387.2 0 0 158.72 545.92 Churned Competitor Competitor had better devices 9764-REAFF Female 60 Yes 0 Stonyford 95979 39.288127 -122.415841 9 59 Offer B Yes 26.99 No No Two Year No Bank Withdrawal 18.4 1057.85 0 0 1592.41 2650.26 Stayed 9766-HGEDE Female 33 Yes 0 Paradise 95969 39.69676 -121.644379 3 17 Offer D Yes 1.64 No No One Year No Mailed Check 19.35 307 10.57 0 27.88 324.31 Stayed 9767-FFLEM Male 63 No 0 Westmorland 92281 33.03679 -115.60503 0 38 None Yes 35.04 No Yes Fiber Optic 2 No No No No No No No Yes Month-to-Month Yes Credit Card 69.5 2625.25 20.19 0 1331.52 3936.58 Stayed 9769-TSBZE Female 54 No 3 Tupman 93276 35.316263 -119.402559 0 70 None Yes 16.75 Yes Yes DSL 57 Yes Yes No Yes No No No No Two Year No Bank Withdrawal 66 4891.5 0 90 1172.5 6154 Stayed 9770-KXGQU Female 52 No 0 Moreno Valley 92555 33.907361 -117.109972 0 53 None Yes 29.39 Yes Yes Fiber Optic 12 Yes Yes Yes No Yes No No Yes One Year No Credit Card 98.6 5311.85 0 0 1557.67 6869.52 Stayed 9770-LXDBK Female 42 No 0 Los Angeles 90006 34.048013 -118.293953 0 3 Offer E Yes 14.79 No No Month-to-Month No Credit Card 20.4 63.15 0 0 44.37 107.52 Joined 9773-PEQBZ Male 43 No 0 Lake Elsinore 92530 33.655421 -117.391751 0 10 None Yes 15.6 Yes Yes Fiber Optic 22 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 79.85 797.25 0 0 156 953.25 Stayed 9774-NRNAU Male 77 Yes 0 Cabazon 92230 33.929812 -116.76058 5 27 None Yes 33.57 Yes Yes DSL 21 No Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 84.8 2309.55 0 0 906.39 3215.94 Stayed 9776-CLUJA Female 69 Yes 0 Sacramento 95829 38.486502 -121.334051 1 51 None Yes 17.87 Yes Yes Fiber Optic 9 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 77.5 3807.35 0 0 911.37 4718.72 Churned Competitor Competitor offered more data 9776-OJUZI Female 69 No 0 Lost Hills 93249 35.637715 -119.893068 0 65 None Yes 32.41 Yes Yes Fiber Optic 21 No Yes Yes No Yes No No Yes Two Year Yes Bank Withdrawal 95.45 6223.3 0 0 2106.65 8329.95 Stayed 9777-IQHWP Male 53 Yes 1 Greenfield 93927 36.248708 -121.386617 2 64 None Yes 30.82 Yes Yes Fiber Optic 11 Yes No Yes No No Yes Yes Yes Two Year No Bank Withdrawal 93.4 5822.3 0 0 1972.48 7794.78 Stayed 9777-WJJPR Male 46 Yes 0 Sacramento 95842 38.687367 -121.34848 9 31 None Yes 29.77 Yes Yes Fiber Optic 12 No No Yes No Yes No No Yes Month-to-Month No Credit Card 88.65 2683.2 0 0 922.87 3606.07 Stayed 9778-OGKQZ Male 55 Yes 0 Fresno 93727 36.751489 -119.68072 8 72 None Yes 5.32 Yes Yes DSL 5 Yes Yes Yes Yes Yes Yes Yes No Two Year Yes Credit Card 92 6782.15 0 10 383.04 7175.19 Stayed 9779-DPNEJ Female 59 Yes 3 Nipton 92364 35.478736 -115.516984 5 22 Offer D Yes 33.46 No Yes Fiber Optic 29 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.15 1790.65 0 0 736.12 2526.77 Stayed 9780-FKVVF Male 60 No 0 Firebaugh 93622 36.785618 -120.625382 0 6 Offer E Yes 20.11 No Yes DSL 5 Yes No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 59.15 336.7 0 0 120.66 457.36 Stayed 9782-LGXMC Female 35 Yes 1 Walnut Creek 94598 37.916648 -122.008483 6 49 None Yes 35.29 No Yes DSL 28 Yes No Yes Yes No No No Yes Month-to-Month No Bank Withdrawal 61.75 3024.15 0 0 1729.21 4753.36 Stayed 9786-IJYDL Female 49 No 0 Redway 95560 40.142256 -123.852927 0 35 None Yes 30.5 Yes Yes Fiber Optic 8 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 113.2 3914.05 0 0 1067.5 4981.55 Stayed 9786-YWNHU Female 62 Yes 2 Fontana 92336 34.136367 -117.460803 6 63 Offer B Yes 1.18 No Yes DSL 27 Yes Yes Yes Yes No No No No Two Year No Credit Card 63.55 4014.2 0 90 74.34 4178.54 Stayed 9787-XVQIU Male 38 No 0 Sugarloaf 92386 34.243088 -116.830015 0 1 Offer E Yes 39.44 Yes Yes Fiber Optic 18 No No No No No No No No Month-to-Month Yes Bank Withdrawal 75.3 75.3 0 0 39.44 114.74 Churned Attitude Attitude of support person 9788-HNGUT Male 45 Yes 0 Cabazon 92230 33.929812 -116.76058 9 72 Offer A Yes 17.87 Yes Yes Fiber Optic 3 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 116.95 8594.4 0 0 1286.64 9881.04 Stayed 9788-YTFGE Male 47 No 0 Fortuna 95540 40.584991 -124.121504 0 7 None Yes 13.86 No No Month-to-Month Yes Credit Card 19.95 147.5 0 0 97.02 244.52 Stayed 9793-WECQC Male 53 No 0 Foresthill 95631 39.031876 -120.811141 0 23 None Yes 48.21 No Yes Fiber Optic 23 No Yes No No Yes Yes Yes Yes Month-to-Month No Credit Card -1 2192.9 0 0 1108.83 3301.73 Stayed 9795-NREXC Female 41 Yes 0 Stockton 95212 38.049457 -121.21653 5 64 Offer B Yes 11.85 Yes Yes DSL 2 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 85 5484.4 0 0 758.4 6242.8 Stayed 9795-SHUHB Female 26 Yes 0 The Sea Ranch 95497 38.696659 -123.436861 9 66 None Yes 24.27 No Yes Cable 59 Yes Yes No Yes No No No Yes Two Year Yes Credit Card 58.2 3810.8 0 0 1601.82 5412.62 Stayed 9795-VOWON Male 23 No 0 Los Angeles 90016 34.028331 -118.354338 0 7 Offer E No Yes Cable 48 No No No No No No No Yes One Year Yes Credit Card 24.35 150.85 0 0 0 150.85 Stayed 9796-BPKIW Male 67 No 0 Redwood City 94063 37.499411 -122.196318 0 8 None Yes 42.53 No Yes Fiber Optic 6 No No No No No No No Yes Two Year Yes Credit Card 69.95 562.7 0 0 340.24 902.94 Stayed 9796-MVYXX Female 75 No 0 Weldon 93283 35.55647 -118.244914 0 14 Offer D No Yes DSL 24 Yes No Yes Yes No No No Yes Two Year No Credit Card 39.7 692.35 0 0 0 692.35 Stayed 9798-DRYDS Female 52 Yes 0 Huntington Beach 92648 33.679659 -118.016195 6 17 None Yes 47.59 Yes Yes DSL 25 No No Yes Yes No No No Yes One Year Yes Mailed Check 61.95 1070.7 0 0 809.03 1879.73 Stayed 9798-OPFEM Female 42 No 0 Adin 96006 41.171578 -120.913161 0 46 Offer B Yes 32.78 No No Two Year Yes Bank Withdrawal 21.1 937.1 0 0 1507.88 2444.98 Stayed 9799-CAYJJ Female 79 Yes 0 West Hills 91307 34.199787 -118.68493 1 2 Offer E Yes 32.62 No Yes Fiber Optic 2 No No No No No No No Yes Two Year Yes Bank Withdrawal 69.3 153.8 0 0 65.24 219.04 Joined 9800-ONTFE Female 59 Yes 3 Brooks 95606 38.809804 -122.241383 3 22 Offer D Yes 4.67 Yes Yes Fiber Optic 58 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.8 1615.1 0 0 102.74 1717.84 Stayed 9800-OUIGR Male 61 Yes 1 Oakland 94607 37.80707 -122.297401 4 66 None Yes 7.83 No No Two Year No Credit Card 20 1374.2 0 0 516.78 1890.98 Stayed 9801-GDWGV Female 52 No 0 Temecula 92592 33.507255 -117.029473 0 39 Offer C Yes 34.74 Yes Yes Fiber Optic 28 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 103.45 3994.45 0 0 1354.86 5349.31 Churned Competitor Competitor made better offer 9801-NOSHQ Male 50 No 3 Shingletown 96088 40.497441 -121.827524 0 23 Offer D Yes 1.2 No No One Year No Credit Card 19.8 465.45 0 0 27.6 493.05 Stayed 9802-CAQUT Female 27 Yes 3 Coarsegold 93614 37.212191 -119.749323 9 72 None Yes 33.39 Yes Yes Fiber Optic 52 Yes Yes Yes No Yes Yes Yes No Two Year No Credit Card 109.55 7887.25 0 120 2404.08 10411.33 Stayed 9803-FTJCG Male 50 Yes 0 Playa Del Rey 90293 33.947305 -118.439841 1 71 Offer A Yes 4.85 Yes Yes DSL 26 Yes Yes No Yes No No No Yes One Year Yes Credit Card 66.85 4748.7 0 0 344.35 5093.05 Stayed 9804-ICWBG Male 56 No 0 Pacific Palisades 90272 34.079449 -118.548306 0 1 None Yes 45.5 No Yes Fiber Optic 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69.9 69.9 0 0 45.5 115.4 Churned Attitude Attitude of support person 9805-FILKB Male 44 Yes 0 Temecula 92592 33.507255 -117.029473 6 46 None Yes 4.72 No No One Year Yes Bank Withdrawal 20.2 845.6 0 0 217.12 1062.72 Stayed 9809-IMGCQ Male 65 No 0 Canyon Dam 95923 40.171312 -121.120605 0 22 Offer D Yes 40.18 Yes Yes Fiber Optic 8 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 96.7 2082.95 0 100 883.96 3066.91 Churned Competitor Competitor made better offer 9812-GHVRI Female 50 No 0 Clements 95227 38.227285 -121.02789 0 40 Offer B Yes 33.66 Yes Yes Fiber Optic 20 No No No No No Yes Yes Yes Month-to-Month No Bank Withdrawal 83.85 3532.25 0 0 1346.4 4878.65 Stayed 9814-AOUDH Male 29 No 0 Arbuckle 95912 38.982373 -122.047751 0 53 Offer B Yes 24.17 No No Two Year No Credit Card 19.5 1050.5 0 0 1281.01 2331.51 Stayed 9817-APLHW Male 37 No 0 Los Angeles 90034 34.030578 -118.399613 0 12 Offer D Yes 2.29 Yes No Month-to-Month No Bank Withdrawal 25 316.2 0 0 27.48 343.68 Stayed 9818-XQCUV Female 52 No 0 Dunsmuir 96025 41.212695 -122.392067 0 2 None Yes 25.92 No No Month-to-Month No Credit Card 20.35 45.3 0 0 51.84 97.14 Joined 9819-FBNSV Male 75 Yes 0 El Cajon 92019 32.785165 -116.862648 8 37 None Yes 23.54 No Yes Fiber Optic 7 No No No No No No No Yes Two Year Yes Bank Withdrawal 72.25 2575.45 0 0 870.98 3446.43 Stayed 9820-RMCQV Female 43 No 0 San Marino 91108 34.122671 -118.112911 0 11 None Yes 19.01 No Yes DSL 8 Yes No No No No No No No Month-to-Month No Credit Card 48.55 501 0 130 209.11 840.11 Churned Competitor Competitor made better offer 9821-BESNZ Male 43 No 0 Northridge 91325 34.236683 -118.517588 0 66 Offer A Yes 33.02 Yes Yes Fiber Optic 6 No Yes No Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal -7 6860.6 44 0 2179.32 8995.92 Stayed 9821-POOTN Male 48 Yes 0 San Dimas 91773 34.102119 -117.815532 1 35 Offer C Yes 48.47 Yes Yes Fiber Optic 12 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 75.2 2576.2 0 0 1696.45 4272.65 Churned Price Price too high 9822-BIIGN Male 61 Yes 3 Los Altos 94024 37.352911 -122.093002 0 53 Offer B Yes 27.56 Yes Yes Cable 26 Yes No No Yes No Yes Yes Yes Month-to-Month No Bank Withdrawal 71.85 3827.9 0 0 1460.68 5288.58 Stayed 9822-OAOVB Female 63 No 0 Santa Maria 93455 34.818227 -120.418784 0 1 Offer E Yes 6.43 No Yes DSL 27 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 55.45 55.45 0 10 6.43 71.88 Joined 9822-WMWVG Female 20 No 0 Grand Terrace 92313 34.029175 -117.307211 0 41 None Yes 36.7 Yes Yes Fiber Optic 59 Yes Yes Yes Yes Yes No No Yes Month-to-Month Yes Bank Withdrawal 106.5 4282.4 0 0 1504.7 5787.1 Stayed 9823-EALYC Male 55 Yes 2 Bakersfield 93301 35.383937 -119.020428 6 72 None Yes 9.3 Yes Yes DSL 12 Yes Yes Yes Yes Yes No No Yes Two Year Yes Bank Withdrawal 80.85 5727.45 0 0 669.6 6397.05 Stayed 9824-BEMCV Male 58 Yes 0 Modesto 95350 37.671806 -121.007575 1 17 Offer D Yes 44.97 No Yes Fiber Optic 11 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 69 1149.65 0 0 764.49 1914.14 Churned Competitor Competitor offered higher download speeds 9824-QCJPK Male 47 Yes 0 Sacramento 95830 38.490508 -121.284171 7 36 None Yes 21.77 No No One Year No Mailed Check 20 666.75 0 0 783.72 1450.47 Stayed 9825-YCXWZ Female 69 No 0 Loma Mar 94021 37.266388 -122.26308 0 41 None Yes 14.61 No Yes Fiber Optic 9 No No Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 101.1 4016.2 0 0 599.01 4615.21 Stayed 9828-AOQLM Female 37 Yes 0 San Diego 92117 32.825086 -117.199424 3 1 None Yes 12.8 No Yes DSL 5 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 45.7 45.7 0 0 12.8 58.5 Churned Competitor Competitor made better offer 9828-QHFBK Male 60 No 0 Montgomery Creek 96065 40.877552 -121.885884 0 24 None Yes 33.97 No Yes DSL 22 Yes No No No No No No Yes Month-to-Month Yes Bank Withdrawal 51.15 1275.7 0 0 815.28 2090.98 Stayed 9830-ECLEN Male 21 Yes 3 Winton 95388 37.421299 -120.599587 9 58 None No Yes Cable 52 Yes Yes Yes No Yes No No Yes One Year No Mailed Check 50 2919.85 0 0 0 2919.85 Stayed 9831-BPFRI Female 50 Yes 0 Ferndale 95536 40.4785 -124.301372 1 39 None Yes 35.32 Yes Yes Fiber Optic 30 No Yes Yes Yes No No No Yes One Year Yes Bank Withdrawal 89.55 3474.45 0 0 1377.48 4851.93 Churned Dissatisfaction Poor expertise of online support 9833-TGFHX Male 62 Yes 0 San Diego 92109 32.787836 -117.232376 1 42 None Yes 13.23 Yes Yes Fiber Optic 23 Yes No No No Yes Yes Yes No One Year No Bank Withdrawal 97.1 4016.75 46.56 150 555.66 4675.85 Stayed 9835-ZIITK Male 66 Yes 0 Campbell 95008 37.279689 -121.954567 1 66 None Yes 48.87 Yes Yes Fiber Optic 13 No Yes Yes Yes Yes Yes No Yes One Year Yes Bank Withdrawal 110.85 7491.75 0 0 3225.42 10717.17 Churned Competitor Competitor made better offer 9837-BMCLM Male 39 No 0 Stockton 95202 37.959706 -121.287669 0 3 None Yes 31.88 No Yes Fiber Optic 7 No No No No Yes No No Yes Month-to-Month Yes Bank Withdrawal 78.5 242.05 0 0 95.64 337.69 Churned Price Long distance charges 9837-FWLCH Male 39 Yes 1 Palm Springs 92262 33.839989 -116.659215 2 12 None Yes 25.33 No No Month-to-Month Yes Bank Withdrawal 19.2 239 45.46 0 303.96 497.5 Stayed 9838-BFCQT Male 61 Yes 2 San Jose 95139 37.218705 -121.762429 2 72 None Yes 33.92 Yes No Two Year No Credit Card 26.1 1851.45 0 0 2442.24 4293.69 Stayed 9839-ETQOE Male 41 No 2 Vista 92083 33.17494 -117.242761 0 43 None No Yes DSL 25 Yes Yes Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 40.45 1912.85 0 0 0 1912.85 Stayed 9840-DVNDC Male 45 No 0 Lancaster 93536 34.741406 -118.38111 0 6 None Yes 6.4 No Yes Fiber Optic 26 No No No No Yes No No No Month-to-Month Yes Credit Card 80.5 463.05 0 10 38.4 511.45 Churned Attitude Attitude of support person 9840-EFJQB Female 43 No 0 Sylmar 91342 34.321621 -118.399841 0 1 None Yes 24.41 No Yes Fiber Optic 4 No Yes No No No No No Yes Month-to-Month No Bank Withdrawal 74.35 74.35 0 0 24.41 98.76 Joined 9842-EFSYY Female 31 No 3 Markleeville 96120 38.735789 -119.85798 0 4 Offer E No Yes Cable 52 Yes Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Credit Card 57.2 223.75 0 0 0 223.75 Stayed 9844-FELAJ Female 65 Yes 2 Sacramento 95833 38.619049 -121.517552 2 70 None Yes 9.4 Yes Yes Fiber Optic 17 No Yes Yes Yes Yes Yes Yes No One Year Yes Bank Withdrawal 107.9 7475.85 0 20 658 8153.85 Stayed 9845-PEEKO Female 71 No 0 Brookdale 95007 37.106902 -122.100006 0 59 None Yes 6.13 Yes Yes Fiber Optic 2 No Yes No No No No No Yes Two Year Yes Credit Card 79.2 4590.35 0 0 361.67 4952.02 Stayed 9845-QOMAD Male 38 Yes 2 Long Beach 90814 33.771612 -118.143866 6 14 Offer D Yes 26.99 No No One Year No Credit Card 19.75 309.35 6.49 0 377.86 680.72 Stayed 9846-GKXAS Female 53 No 0 Burlingame 94010 37.57028 -122.365778 0 9 Offer E Yes 1.34 No Yes Fiber Optic 9 No No No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 90.8 809.75 0 0 12.06 821.81 Churned Attitude Attitude of support person 9847-HNVGP Male 23 No 0 Monterey Park 91755 34.049172 -118.115022 0 17 Offer D Yes 25.91 No No One Year No Credit Card 19.95 310.6 0 0 440.47 751.07 Stayed 9848-JQJTX Male 52 No 0 Venice 90291 33.991782 -118.479229 0 72 Offer A Yes 24.53 Yes Yes Fiber Optic 12 No Yes Yes No Yes Yes Yes Yes Two Year Yes Bank Withdrawal 100.9 7459.05 0 0 1766.16 9225.21 Stayed 9850-OWRHQ Female 55 Yes 0 Torrance 90502 33.833181 -118.292062 1 3 None Yes 16.29 Yes Yes Fiber Optic 24 No No No No No No No Yes Month-to-Month Yes Credit Card 74.1 228 0 0 48.87 276.87 Churned Dissatisfaction Lack of self-service on Website 9851-KIELU Male 53 No 0 Loma Mar 94021 37.266388 -122.26308 0 10 None Yes 18.03 No Yes Fiber Optic 6 Yes Yes Yes Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 110.1 1043.3 0 0 180.3 1223.6 Churned Competitor Competitor made better offer 9851-QXEEQ Male 21 No 0 Bangor 95914 39.396585 -121.38029 0 41 None Yes 47.74 Yes Yes Fiber Optic 48 No Yes Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.7 4346.4 0 0 1957.34 6303.74 Churned Competitor Competitor had better devices 9853-JFZDU Female 20 Yes 0 Gold Run 95717 39.170376 -120.838404 7 35 None Yes 20.79 No Yes DSL 69 No Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 56.85 1861.1 0 0 727.65 2588.75 Stayed 9860-LISIZ Female 19 No 0 Palm Springs 92264 33.745746 -116.514215 0 34 None Yes 36.75 No No Month-to-Month No Credit Card 20.35 673.2 0 0 1249.5 1922.7 Stayed 9861-PDSZP Female 19 No 0 Delano 93215 35.772244 -119.209689 0 72 None Yes 10.05 Yes Yes Fiber Optic 82 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Credit Card 108.05 7806.6 0 0 723.6 8530.2 Stayed 9862-KJTYK Male 19 No 2 Newport Beach 92663 33.62251 -117.927024 0 19 Offer D No Yes DSL 59 No No No No No No Yes Yes Month-to-Month Yes Credit Card 25.35 566.1 0 0 0 566.1 Stayed 9863-JZAIC Male 60 No 0 Long Beach 90807 33.830099 -118.182239 0 35 None Yes 48.93 No Yes Cable 14 No No No No Yes No No Yes Month-to-Month No Credit Card 55 2010.55 0 0 1712.55 3723.1 Churned Other Don't know 9866-OCCKE Female 73 Yes 0 San Diego 92114 32.707892 -117.05512 1 72 Offer A Yes 35.04 Yes Yes Fiber Optic 22 Yes No Yes Yes Yes Yes No Yes Two Year Yes Mailed Check 109.75 8075.35 0 0 2522.88 10598.23 Stayed 9866-QEVEE Male 58 No 0 Modesto 95356 37.716186 -121.025836 0 19 Offer D Yes 20.41 Yes Yes Fiber Optic 11 No No No No No Yes Yes No Month-to-Month Yes Bank Withdrawal 86 1532.45 0 30 387.79 1950.24 Churned Competitor Competitor had better devices 9867-JCZSP Female 28 Yes 0 Los Angeles 90045 33.954017 -118.402447 8 17 Offer D Yes 8.74 No No One Year No Credit Card 20.75 418.25 0 0 148.58 566.83 Stayed 9867-NNXLC Female 43 No 0 Pacific Grove 93950 36.618337 -121.926417 0 22 Offer D Yes 33.92 No No Month-to-Month Yes Credit Card 20.05 470.2 0 0 746.24 1216.44 Stayed 9867-XOBQA Female 59 No 1 Pasadena 91105 34.13946 -118.166649 0 21 None No Yes DSL 11 Yes Yes Yes Yes Yes No No Yes Two Year No Credit Card 53.15 1183.2 19.13 0 0 1164.07 Stayed 9871-ELEYA Female 22 No 0 Del Rey 93616 36.657462 -119.595293 0 34 None Yes 20.75 No Yes DSL 27 Yes No Yes Yes Yes No No Yes Two Year No Credit Card 67.65 2339.3 0 0 705.5 3044.8 Stayed 9873-MNDKV Female 59 No 0 San Gregorio 94074 37.331762 -122.341444 0 11 Offer D Yes 29.16 No Yes DSL 3 No No No No No No No Yes Month-to-Month Yes Credit Card 44.65 472.25 0 0 320.76 793.01 Stayed 9874-QLCLH Female 38 Yes 0 Northridge 91324 34.238208 -118.55029 1 17 Offer D Yes 4.91 Yes Yes Fiber Optic 15 Yes No Yes No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.2 1743.5 0 0 83.47 1826.97 Churned Competitor Competitor offered more data 9878-TNQGW Male 51 No 0 Davenport 95017 37.114335 -122.237162 0 2 Offer E Yes 17.33 No Yes Fiber Optic 14 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.95 171.15 0 0 34.66 205.81 Churned Competitor Competitor made better offer 9880-TDQAC Female 63 Yes 0 El Cajon 92021 32.832706 -116.873258 3 72 None No Yes DSL 16 No Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 60 4264 25.67 0 0 4238.33 Stayed 9881-VCZEP Female 29 Yes 0 San Jose 95126 37.327069 -121.916819 8 25 None Yes 12.12 Yes Yes Cable 59 No Yes No No No No No No Month-to-Month No Bank Withdrawal 54.1 1373 0 110 303 1786 Stayed 9885-AIBVB Male 62 Yes 0 Newcastle 95658 38.883224 -121.15918 4 29 None Yes 39.5 Yes Yes Fiber Optic 16 No Yes Yes No No No No No Month-to-Month Yes Bank Withdrawal 85.8 2440.25 0 150 1145.5 3735.75 Stayed 9885-CSMWE Female 65 No 0 Los Angeles 90007 34.027337 -118.28515 0 1 Offer E Yes 18.37 No Yes Fiber Optic 13 No No No No Yes No No Yes Month-to-Month No Bank Withdrawal 78.45 78.45 0 0 18.37 96.82 Churned Dissatisfaction Product dissatisfaction 9885-MFVSU Female 59 Yes 0 Poway 92064 32.984395 -117.013454 7 35 Offer C No Yes DSL 24 Yes No No Yes Yes No No No Two Year Yes Credit Card 46.35 1662.05 0 140 0 1802.05 Stayed 9888-ZCUMM Male 48 Yes 1 Los Angeles 90018 34.028735 -118.317236 3 64 None No Yes DSL 19 Yes No Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 60.05 3845.45 0 0 0 3845.45 Stayed 9889-TMAHG Male 66 No 0 Fremont 94539 37.516791 -121.899117 0 8 None Yes 11.57 No Yes Fiber Optic 27 Yes No No Yes Yes Yes Yes Yes Month-to-Month No Credit Card 100.3 832.35 0 0 92.56 924.91 Churned Competitor Competitor had better devices 9891-NQDBD Female 22 Yes 0 Lake Forest 92630 33.644849 -117.684254 7 28 None Yes 43.36 Yes No One Year No Mailed Check 25.55 672.2 0 0 1214.08 1886.28 Stayed 9894-EZEWG Female 31 No 0 Walnut Grove 95690 38.240419 -121.587535 0 1 Offer E Yes 39.66 No Yes Fiber Optic 8 No Yes No No No No No Yes Month-to-Month Yes Credit Card 74.3 74.3 0 0 39.66 113.96 Churned Competitor Competitor had better devices 9894-QMIMJ Female 55 No 0 North Hollywood 91602 34.15136 -118.364786 0 23 Offer D Yes 9.04 No Yes DSL 8 No Yes Yes No No No No Yes One Year No Bank Withdrawal 55.8 1327.85 0 0 207.92 1535.77 Stayed 9895-VFOXH Female 19 No 0 Scotia 95565 40.440636 -124.098739 0 1 None No Yes DSL 76 No No No No No No Yes No Month-to-Month No Credit Card 24.4 24.4 0 10 0 34.4 Joined 9896-UYMIE Male 27 No 0 Valley Ford 94972 38.339996 -122.935056 0 66 Offer A Yes 4.32 Yes Yes Fiber Optic 73 Yes Yes Yes Yes Yes Yes Yes Yes One Year Yes Bank Withdrawal 114.3 7383.7 0 0 285.12 7668.82 Stayed 9897-KXHCM Female 37 Yes 0 Modesto 95357 37.670526 -120.877572 1 3 Offer E Yes 48.38 No Yes Fiber Optic 14 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 80.3 250.05 0 0 145.14 395.19 Churned Competitor Competitor offered higher download speeds 9898-KZQDZ Female 65 Yes 0 Lee Vining 93541 37.890145 -119.184087 1 40 None Yes 49.5 Yes Yes Fiber Optic 20 No No No No Yes Yes Yes Yes Month-to-Month Yes Credit Card -1 3640.45 0 0 1980 5620.45 Churned Competitor Competitor had better devices 9903-LYSAB Male 42 Yes 0 Studio City 91604 34.139082 -118.39275 5 18 Offer D Yes 16.78 Yes Yes Fiber Optic 23 No No No No No No No Yes Month-to-Month Yes Bank Withdrawal 73.15 1305.95 0 0 302.04 1607.99 Stayed 9904-EHEVJ Female 66 Yes 1 Bethel Island 94511 38.050558 -121.646924 9 32 Offer C Yes 5.73 Yes Yes Fiber Optic 30 No No Yes No Yes No No Yes One Year Yes Credit Card 91.35 2896.55 26.98 0 183.36 3052.93 Stayed 9906-NHHVC Female 75 No 0 Macdoel 96058 41.769709 -121.92063 0 65 Offer B No Yes Cable 9 No Yes Yes No Yes Yes No Yes Two Year Yes Bank Withdrawal 53.5 3517.9 0 0 0 3517.9 Stayed 9907-SWKKF Female 69 No 0 Twain 95984 40.022184 -121.062384 0 1 Offer E No Yes DSL 21 No No No No No No No Yes Month-to-Month No Credit Card 25.05 25.05 0 0 0 25.05 Churned Competitor Competitor had better devices 9909-DFRJA Female 60 No 0 Goodyears Bar 95944 39.564113 -120.868836 0 26 Offer C Yes 40.14 No Yes Fiber Optic 4 Yes No Yes Yes No Yes Yes Yes One Year Yes Bank Withdrawal 95.85 2475.35 0 0 1043.64 3518.99 Stayed 9909-IDLEK Male 32 Yes 3 Malibu 90265 34.074572 -118.831181 7 20 Offer D Yes 42.06 Yes Yes Fiber Optic 23 No Yes No Yes Yes No No Yes Month-to-Month No Credit Card 96.8 1826.7 0 0 841.2 2667.9 Stayed 9912-GVSEQ Female 73 Yes 0 Napa 94558 38.489789 -122.27011 1 26 Offer C Yes 9.28 Yes Yes Fiber Optic 26 No Yes Yes No No Yes No Yes Month-to-Month Yes Bank Withdrawal 93.85 2381.55 0 0 241.28 2622.83 Churned Dissatisfaction Network reliability 9912-OMZDS Female 63 Yes 1 Playa Del Rey 90293 33.947305 -118.439841 1 59 Offer B Yes 35.23 Yes Yes Fiber Optic 19 No Yes Yes No Yes Yes Yes Yes One Year Yes Bank Withdrawal 106.15 6256.2 0 0 2078.57 8334.77 Stayed 9916-AYHTC Male 63 No 0 Altadena 91001 34.196837 -118.142236 0 48 None Yes 32.04 No No Two Year No Credit Card 19.85 916 0 0 1537.92 2453.92 Stayed 9917-KWRBE Female 28 Yes 0 Anaheim 92808 33.850452 -117.726668 8 41 Offer B Yes 18.84 Yes Yes Cable 26 Yes Yes Yes No Yes No No Yes One Year Yes Credit Card 78.35 3211.2 0 0 772.44 3983.64 Stayed 9919-FZDED Male 79 Yes 0 Yucca Valley 92284 34.159534 -116.425984 1 72 None Yes 17.3 Yes Yes DSL 23 Yes Yes Yes No Yes Yes No Yes Two Year Yes Credit Card 84.1 5981.65 0 0 1245.6 7227.25 Stayed 9919-KNPOO Female 60 Yes 0 La Mirada 90638 33.902045 -118.008961 6 21 Offer D Yes 27.66 Yes Yes Fiber Optic 8 No No No No Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 94.3 1948.35 0 30 580.86 2559.21 Stayed 9919-YLNNG Female 38 No 0 Malibu 90263 34.037037 -118.705803 0 42 Offer B Yes 40.15 No Yes Fiber Optic 28 No Yes Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal 103.8 4327.5 0 110 1686.3 6123.8 Stayed 9921-EZKBY Male 55 No 3 Fallbrook 92028 33.362575 -117.299644 0 33 Offer C Yes 10.36 Yes Yes Fiber Optic 53 Yes No Yes No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.3 3275.15 0 0 341.88 3617.03 Stayed 9921-QFQUL Female 33 Yes 0 Garden Valley 95633 38.852544 -120.837669 2 23 Offer D Yes 22.17 Yes Yes Fiber Optic 15 No No Yes No No Yes Yes Yes Month-to-Month No Credit Card 90.15 2044.95 0 0 509.91 2554.86 Stayed 9921-ZVRHG Female 44 No 0 Traver 93673 36.456091 -119.486225 0 14 None Yes 1.19 Yes Yes Fiber Optic 23 No No Yes No No No No Yes Month-to-Month Yes Bank Withdrawal 80.45 1072 0 0 16.66 1088.66 Churned Competitor Competitor had better devices 9924-JPRMC Male 60 No 0 Lockeford 95237 38.166791 -121.14207 0 72 None Yes 36.49 Yes Yes Fiber Optic 27 Yes Yes Yes Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 118.2 8547.15 0 0 2627.28 11174.43 Stayed 9926-PJHDQ Female 45 Yes 0 Kingsburg 93631 36.478239 -119.52137 5 72 Offer A Yes 43.47 Yes Yes Cable 9 No No Yes No Yes Yes Yes No Two Year Yes Bank Withdrawal 76.8 5468.45 0 90 3129.84 8688.29 Stayed 9927-DSWDF Male 53 Yes 0 Palos Verdes Peninsula 90274 33.788208 -118.404955 1 22 Offer D Yes 49.66 No Yes Fiber Optic 3 Yes Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 104.6 2180.55 0 0 1092.52 3273.07 Stayed 9928-BZVLZ Female 58 No 0 Sunset Beach 90742 33.719221 -118.073596 0 12 Offer D No Yes DSL 7 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 49.85 552.1 0 0 0 552.1 Stayed 9929-PLVPA Female 51 No 3 Capitola 95010 36.977025 -121.952864 0 4 Offer E Yes 30.79 No No Month-to-Month No Credit Card 20.4 94.5 0 0 123.16 217.66 Stayed 9931-DCEZH Male 55 No 1 Roseville 95747 38.784329 -121.373245 0 28 Offer C Yes 34.43 No Yes DSL 22 No Yes No Yes No No No Yes One Year Yes Credit Card 54.4 1516.6 0 0 964.04 2480.64 Stayed 9931-KGHOA Female 48 Yes 0 Santa Barbara 93103 34.438581 -119.685368 9 46 None Yes 13.05 Yes Yes DSL 15 Yes No No No No No No Yes Month-to-Month No Bank Withdrawal 55 2473.95 31.39 0 600.3 3042.86 Stayed 9932-WBWIK Male 43 No 0 Lake Isabella 93240 35.607875 -118.466318 0 11 Offer D Yes 47.88 No No Month-to-Month No Credit Card 20.35 215.25 0 0 526.68 741.93 Stayed 9933-QRGTX Female 59 Yes 0 Windsor 95492 38.527297 -122.810044 6 60 None Yes 32.5 No Yes Fiber Optic 13 Yes No No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 97.2 5611.75 0 0 1950 7561.75 Stayed 9938-EKRGF Female 58 No 0 Lewiston 96052 40.704293 -122.803899 0 15 Offer D Yes 8.97 No Yes Cable 2 Yes Yes Yes Yes Yes Yes Yes Yes Month-to-Month No Mailed Check 84.45 1287.85 0 0 134.55 1422.4 Stayed 9938-PRCVK Female 45 Yes 1 Stevenson Ranch 91381 34.364153 -118.615583 1 41 None Yes 23.95 No No Two Year No Bank Withdrawal 19.7 804.25 0 0 981.95 1786.2 Stayed 9938-TKDGL Male 38 Yes 3 Llano 93544 34.500091 -117.765862 9 68 Offer A Yes 38.75 No Yes Fiber Optic 28 Yes No No Yes Yes Yes Yes Yes Two Year Yes Bank Withdrawal 99.55 6668 0 0 2635 9303 Stayed 9938-ZREHM Female 41 Yes 0 Oxnard 93033 34.156629 -119.117218 4 37 None Yes 42.45 Yes Yes DSL 23 No Yes No Yes No Yes Yes Yes One Year No Credit Card 72.1 2658.4 16.36 0 1570.65 4212.69 Stayed 9940-HPQPG Female 58 Yes 0 North Hollywood 91601 34.1692 -118.372498 1 9 Offer E Yes 22 Yes Yes Fiber Optic 7 Yes Yes Yes No No No No Yes Month-to-Month No Bank Withdrawal 91.75 865.8 0 0 198 1063.8 Churned Price Extra data charges 9940-RHLFB Female 53 No 0 Sunset Beach 90742 33.719221 -118.073596 0 1 Offer E Yes 26.06 No Yes Fiber Optic 3 No No Yes No No No No Yes Month-to-Month No Bank Withdrawal 75.3 75.3 0 0 26.06 101.36 Churned Competitor Competitor made better offer 9943-VSZUV Male 75 No 0 Alamo 94507 37.855717 -121.994813 0 67 Offer A Yes 39.89 Yes Yes Fiber Optic 19 No No No No No No No Yes Month-to-Month Yes Mailed Check 75.7 5060.85 0 0 2672.63 7733.48 Stayed 9944-AEXBM Male 51 No 0 Casmalia 93429 34.866032 -120.536546 0 32 None Yes 37.04 Yes Yes Fiber Optic 28 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.65 2664.3 0 0 1185.28 3849.58 Stayed 9944-HKVVB Female 55 No 0 King City 93930 36.220761 -120.980777 0 3 Offer E Yes 47.62 No Yes Cable 29 No Yes No No Yes Yes Yes Yes Month-to-Month Yes Bank Withdrawal 95.1 307.4 0 0 142.86 450.26 Churned Competitor Competitor had better devices 9945-PSVIP Female 36 Yes 3 Dulzura 91917 32.622999 -116.687855 3 25 Offer C Yes 2.82 No No Two Year Yes Credit Card 18.7 383.65 0 0 70.5 454.15 Stayed 9947-OTFQU Male 65 No 0 Covina 91722 34.097345 -117.906736 0 15 Offer D Yes 29.11 No Yes Fiber Optic 29 No Yes No No No No No Yes Month-to-Month Yes Bank Withdrawal 74.4 1074.3 0 0 436.65 1510.95 Churned Competitor Competitor had better devices 9948-YPTDG Male 44 Yes 0 San Rafael 94903 38.018065 -122.546024 1 38 None Yes 35.61 No Yes Fiber Optic 13 Yes Yes No No No No No No Month-to-Month Yes Bank Withdrawal 79.45 3013.05 9.36 40 1353.18 4396.87 Churned Competitor Competitor offered more data 9950-MTGYX Male 30 Yes 2 San Jose 95139 37.218705 -121.762429 8 28 None Yes 19.18 No No Two Year Yes Credit Card 20.3 487.95 0 0 537.04 1024.99 Stayed 9953-ZMKSM Male 28 No 0 Pinole 94564 37.996462 -122.293716 0 63 Offer B Yes 4.01 Yes No Two Year No Mailed Check 25.25 1559.3 0 0 252.63 1811.93 Stayed 9955-QOPOY Male 23 Yes 0 Sunnyvale 94089 37.421633 -122.009613 7 69 None No Yes DSL 42 No Yes Yes Yes Yes Yes Yes Yes One Year Yes Credit Card 60.8 4263.4 0 0 0 4263.4 Stayed 9957-YODKZ Male 75 Yes 0 Canby 96015 41.486953 -120.913975 4 6 None Yes 16.87 Yes Yes Fiber Optic 17 No No Yes No No No No No Two Year Yes Bank Withdrawal 80.8 457.1 0 30 101.22 588.32 Stayed 9958-MEKUC Male 26 Yes 2 Pacifica 94044 37.573633 -122.455167 1 72 Offer A Yes 45.93 Yes Yes Fiber Optic 30 Yes Yes Yes Yes No Yes Yes Yes Two Year No Credit Card 103.95 7517.7 0 0 3306.96 10824.66 Stayed 9959-WOFKT Male 61 No 0 Los Angeles 90019 34.049841 -118.33846 0 71 None Yes 14.67 Yes Yes Fiber Optic 7 Yes No Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 106.7 7382.25 0 0 1041.57 8423.82 Stayed 9961-JBNMK Male 79 No 0 Desert Center 92239 33.889605 -115.257009 0 21 None Yes 42.27 No Yes Fiber Optic 7 No No Yes No Yes Yes No Yes Month-to-Month Yes Bank Withdrawal -1 2030.3 10.2 0 887.67 2907.77 Churned Dissatisfaction Product dissatisfaction 9962-BFPDU Female 61 Yes 3 Kenwood 95452 38.419525 -122.521585 3 1 None Yes 16.02 No No Month-to-Month No Credit Card 20.05 20.05 0 0 16.02 36.07 Joined 9964-WBQDJ Female 19 Yes 0 West Hollywood 90069 34.093781 -118.381061 1 71 Offer A Yes 24.72 Yes No Two Year Yes Credit Card 24.4 1725.4 0 0 1755.12 3480.52 Stayed 9965-YOKZB Male 73 No 0 Grizzly Flats 95636 38.636102 -120.522149 0 9 None Yes 10.04 Yes Yes Fiber Optic 13 No No No No No Yes No Yes Month-to-Month Yes Bank Withdrawal 83.85 790.15 0 0 90.36 880.51 Churned Dissatisfaction Network reliability 9967-ATRFS Female 47 No 0 Calipatria 92233 33.143826 -115.497485 0 19 None Yes 32.03 No No Month-to-Month No Credit Card 19.9 367.55 0 0 608.57 976.12 Stayed 9968-FFVVH Male 20 No 0 Potter Valley 95469 39.408634 -123.045516 0 63 None Yes 38.37 Yes Yes Cable 59 Yes Yes Yes Yes No No No Yes One Year No Bank Withdrawal 68.8 4111.35 0 0 2417.31 6528.66 Stayed 9970-QBCDA Female 50 No 0 March Air Reserve Base 92518 33.888323 -117.277533 0 6 Offer E Yes 31.02 No No Month-to-Month No Credit Card 19.7 129.55 0 0 186.12 315.67 Stayed 9971-ZWPBF Male 70 Yes 1 Orinda 94563 37.873916 -122.20522 7 34 None Yes 11.74 Yes Yes Fiber Optic 12 No Yes Yes Yes Yes Yes Yes No Month-to-Month Yes Bank Withdrawal -9 3625.2 0 30 399.16 4054.36 Stayed 9972-EWRJS Female 56 Yes 1 Meadow Valley 95956 39.937017 -121.058043 2 67 Offer A Yes 48.75 No No Two Year Yes Bank Withdrawal 19.25 1372.9 0 0 3266.25 4639.15 Stayed 9972-NKTFD Female 55 No 0 Forest Ranch 95942 40.077028 -121.494168 0 28 None Yes 25.59 No Yes Cable 7 No Yes No Yes No No No Yes Month-to-Month No Bank Withdrawal 54.65 1517.5 0 0 716.52 2234.02 Stayed 9972-VAFJJ Female 77 Yes 0 San Diego 92116 32.765299 -117.122565 1 53 None Yes 47.64 No Yes Fiber Optic 25 No Yes Yes Yes Yes No No Yes One Year Yes Bank Withdrawal 94 4871.45 0 0 2524.92 7396.37 Stayed 9974-JFBHQ Male 31 No 1 Del Rey 93616 36.657462 -119.595293 0 64 Offer B Yes 22.41 No Yes Fiber Optic 24 No Yes No Yes Yes Yes Yes Yes Month-to-Month Yes Credit Card 99.15 6171.2 0 0 1434.24 7605.44 Stayed 9975-GPKZU Male 62 Yes 3 Alameda 94501 37.774633 -122.274434 0 46 None Yes 7.67 No No Two Year No Credit Card 19.75 856.5 0 0 352.82 1209.32 Stayed 9975-SKRNR Male 24 No 0 Sierraville 96126 39.559709 -120.345639 0 1 Offer E Yes 49.51 No No Month-to-Month No Credit Card 18.9 18.9 0 0 49.51 68.41 Joined 9978-HYCIN Male 72 Yes 1 Bakersfield 93301 35.383937 -119.020428 1 47 None Yes 42.29 No Yes Fiber Optic 22 No Yes No No Yes No No No One Year Yes Bank Withdrawal 84.95 4018.05 0 80 1987.63 6085.68 Stayed 9979-RGMZT Female 20 No 0 Los Angeles 90022 34.02381 -118.156582 0 7 Offer E Yes 36.49 No Yes Fiber Optic 42 No Yes No No Yes Yes Yes Yes One Year Yes Credit Card 94.05 633.45 0 0 255.43 888.88 Stayed 9985-MWVIX Female 53 No 0 Hume 93628 36.807595 -118.901544 0 1 Offer E Yes 42.09 No Yes Fiber Optic 9 No No No No No No No Yes Month-to-Month Yes Credit Card 70.15 70.15 0 0 42.09 112.24 Churned Competitor Competitor had better devices 9986-BONCE Female 36 No 0 Fallbrook 92028 33.362575 -117.299644 0 4 None Yes 2.01 No No Month-to-Month No Bank Withdrawal 20.95 85.5 0 0 8.04 93.54 Churned Competitor Competitor made better offer 9987-LUTYD Female 20 No 0 La Mesa 91941 32.759327 -116.99726 0 13 Offer D Yes 46.68 No Yes DSL 59 Yes No No Yes No No Yes Yes One Year No Credit Card 55.15 742.9 0 0 606.84 1349.74 Stayed 9992-RRAMN Male 40 Yes 0 Riverbank 95367 37.734971 -120.954271 1 22 Offer D Yes 16.2 Yes Yes Fiber Optic 17 No No No No No Yes Yes Yes Month-to-Month Yes Bank Withdrawal 85.1 1873.7 0 0 356.4 2230.1 Churned Dissatisfaction Product dissatisfaction 9992-UJOEL Male 22 No 0 Elk 95432 39.108252 -123.645121 0 2 Offer E Yes 18.62 No Yes DSL 51 No Yes No No No No No Yes Month-to-Month Yes Credit Card 50.3 92.75 0 0 37.24 129.99 Joined 9993-LHIEB Male 21 Yes 0 Solana Beach 92075 33.001813 -117.263628 5 67 Offer A Yes 2.12 No Yes Cable 58 Yes No Yes Yes No Yes Yes Yes Two Year No Credit Card 67.85 4627.65 0 0 142.04 4769.69 Stayed 9995-HOTOH Male 36 Yes 0 Sierra City 96125 39.600599 -120.636358 1 63 None No Yes Cable 5 Yes Yes Yes No Yes Yes Yes Yes Two Year No Bank Withdrawal 59 3707.6 0 0 0 3707.6 Stayed