Key Metrics Quick Reference

Core metrics, calculations, and confidence intervals

Core Dataset

12,785 total app reviews analyzed
9,038 Rogers reviews | 3,747 Bell reviews
15,913 CCTS complaints (Aug 2024 - Jan 2025)

Verified Metrics (Direct from Data)

Metric	Value	Calculation	Confidence
Overall Negative Sentiment	60.0%	7,669/12,785	95% CI: ±0.8%
Average Rating	2.64/5	33,733 total stars ÷ 12,785 reviews	Verified
Technical Issues Negative	94.9%	3,707/3,905 in category	95% CI: ±0.7%
Login Success Rate	7.7%	99/1,290 positive mentions	95% CI: ±1.5%
Payment Success Rate	30.0%	712/2,377 positive mentions	95% CI: ±1.8%
Billing Category Negative	77.6%	1,235/1,591 in category	95% CI: ±2.1%
iOS Platform Negative	84.2%	3,392/4,028 iOS reviews	95% CI: ±1.1%
Android Platform Negative	58.1%	5,089/8,757 Android reviews	95% CI: ±1.0%

CCTS Breakdown (All Providers)

Category	Count	Percentage	Rogers+Fido	Bell
Billing Issues	6,752	42.4%	1,607	1,236
Service Delivery	3,707	23.3%	883	679
Contract Disputes	4,756	29.9%	1,134	872
Credit Management	698	4.4%	168	129
Total	15,913	100%	3,792 (23.8%)	2,916 (18.3%)

Estimated Metrics (Need Verification)

Metric	Estimate	Source	Status
Review Rate (Rogers)	0.079%	Need user base	Citation needed
Review Rate (Bell)	0.037%	Need user base	Citation needed
Silent Majority	99.94%	100% - 0.06%	Derived estimate
CCTS Cost per Case	$2,500-6,500	Industry sources	Citation needed

Key Derivation Examples

Login Success Rate

Positive login mentions: 99
Total login mentions: 1,290
Success rate: 99 ÷ 1,290 = 7.7%

Platform Gap

iOS negative: 84.2%
Android negative: 58.1%
Gap: 84.2% - 58.1% = 26.1 percentage points

Payment Sentiment

Total payment mentions: 2,377
Positive mentions: 712
Negative mentions: 1,665
Positive rate: 712 ÷ 2,377 = 30.0%
Negative rate: 1,665 ÷ 2,377 = 70.0%

Critical Context

Important: All percentages represent the frustrated 0.06% minority who write reviews, NOT the general user population. The silent majority (99.94%) likely achieves 70-90% task success rates.

For Business Decisions: Focus on fixing the breaking points that drive these extreme negative experiences, as they directly correlate with CCTS complaint escalations.