1. The 0.06% Review Rate
Claim: "0.06% of users write reviews"
We DON'T have the actual calculation because we lack total user base numbers.
This is an ESTIMATE that needs citation or should be marked as (E).
What we DO know:
- Rogers: 9,038 reviews collected over multiple years
- Bell: 3,747 reviews collected over multiple years
- Industry benchmarks suggest 0.01-0.1% of app users write reviews
The 0.06% is the midpoint of our claimed rates:
- Rogers: 0.079% (needs verification)
- Bell: 0.037% (needs verification)
- Average: (0.079% + 0.037%) / 2 = 0.058% ≈ 0.06%
STATUS: NEEDS CITATION OR USER BASE DATA
2. The 99.94% Silent Majority
Claim: "99.94% are the silent majority"
Simple calculation: 100% - 0.06% = 99.94%
This assumes the 0.06% review rate is accurate.
STATUS: DEPENDENT ON REVIEW RATE VERIFICATION
3. Review Sentiment Analysis
Claim: "60% negative sentiment"
Total reviews analyzed: 12,785
Negative sentiment reviews: 7,669
Calculation: 7,669 / 12,785 = 0.5996 = 60.0%
95% Confidence Interval: ±0.8%
Formula: 1.96 * sqrt(p(1-p)/n) = 1.96 * sqrt(0.6*0.4/12785) = 0.0085 = 0.8%
STATUS: VERIFIED FROM DATA
4. Login Success Rate (7.7%)
Claim: "Only 7.7% positive login experiences"
Reviews mentioning login: 1,290
Positive sentiment login reviews: 99
Calculation: 99 / 1,290 = 0.0767 = 7.7%
Note: This is among reviews that mention login, NOT all users
Actual verification from our data shows:
Login mentions: 1,290
Negative login reviews: 1,191 (92.3%)
Positive login reviews: 99 (7.7%)
STATUS: VERIFIED FROM DATA
5. Payment Success Rate (25.7%)
Claim: "Only 25.7% positive payment experiences"
Reviews mentioning bill/payment: 2,084
Positive sentiment payment reviews: 536
Calculation: 536 / 2,084 = 0.2572 = 25.7%
STATUS: VERIFIED FROM DATA
6. Platform-Specific Negativity
Claim: "iOS 84.2% negative, Android 58.1% negative"
iOS reviews: 4,028
iOS negative: 3,392
iOS negative rate: 3,392 / 4,028 = 0.8421 = 84.2%
Android reviews: 8,757
Android negative: 5,089
Android negative rate: 5,089 / 8,757 = 0.5811 = 58.1%
STATUS: VERIFIED FROM DATA
7. Average Rating (2.64/5)
Claim: "Reviews average 2.64/5 stars"
Sum of all ratings: 33,733
Number of reviews: 12,785
Average: 33,733 / 12,785 = 2.638 = 2.64
STATUS: VERIFIED FROM DATA
8. CCTS Complaint Counts
Claim: "15,913 CCTS complaints"
Direct count from CCTS data file
Time period: Aug 2024 - Jan 2025 (6 months)
Breakdown:
- Billing: 6,752 (42.4%)
- Service Delivery: 3,707 (23.3%)
- Contract Dispute: 4,756 (29.9%)
- Credit Management: 698 (4.4%)
STATUS: VERIFIED FROM DATA
9. The 32,000 Annual CCTS Complaints
Claim: "32,000 annual CCTS complaints³ industry-wide"
This is NOT from our data.
Our data shows 15,913 in 6 months for specific providers.
The 32,000 figure would need to be:
- Extrapolated (15,913 × 2 = 31,826 ≈ 32,000) OR
- Cited from CCTS annual report
STATUS: NEEDS CITATION
10. Channel Switching (12%)
Claim: "12% mention needing human help"
Rogers reviews mentioning support: 1,074
Rogers total reviews: 9,038
Rogers rate: 1,074 / 9,038 = 0.1188 = 11.9%
Bell reviews mentioning support: 451
Bell total reviews: 3,747
Bell rate: 451 / 3,747 = 0.1203 = 12.0%
Average: ≈12%
STATUS: VERIFIED FROM DATA
11. Chatbot Mentions
Claim: "Bell 4 mentions, Rogers 33 mentions"
Search terms: 'chatbot|chat bot|virtual assistant|Anna|ROGie'
Bell matches: 4
Rogers matches: 33
Bell percentage: 4 / 3,747 = 0.11%
Rogers percentage: 33 / 9,038 = 0.37%
STATUS: VERIFIED FROM DATA
12. CCTS Complaint Costs
Claim: "$2,500-6,500 per complaint"
NOT from our data.
This is an industry estimate that needs citation.
Possible sources: CCTS reports, industry studies, telecom financial reports
STATUS: NEEDS CITATION
13. Support Cost Reduction (30-60%)
Claim: "30-60% support cost reduction possible"
NOT from our data.
Referenced from case studies:
- DBX Bank: 30% reduction
- Magicpin: 60% ticket deflection
- Need specific citations for these cases
STATUS: NEEDS CITATIONS
14. ROI Calculations (125-430%)
Claim: "ROI ranges from 125-430%"
Conservative:
- Prevention: 1,000 complaints × $2,500 = $2.5M
- Investment: $2M
- ROI: ($2.5M - $2M) / $2M = 125%
Aggressive:
- Prevention: 2,000 complaints × $6,500 = $13M
- Investment: $3M
- ROI: ($13M - $3M) / $3M = 333%
Note: These assume the $2,500-6,500 costs are accurate
STATUS: CALCULATION BASED ON UNVERIFIED COSTS
Summary of Data Sources
Verified from Our Data ✓
- Total review counts and breakdown
- Sentiment analysis percentages
- Login/payment success rates
- Platform-specific metrics
- Average ratings
- CCTS complaint categories
- Channel switching rates
- Chatbot mention counts
Needs External Verification ⚠️
- 0.06% review generation rate (need user base)
- $2,500-6,500 CCTS complaint costs
- 32,000 annual industry CCTS complaints³
- 30-60% support reduction benchmarks
- App Store ratings of 4.4/5
Calculated/Derived 🧮
- 99.94% silent majority (100% - 0.06%)
- ROI projections (based on cost assumptions)
- Breaking point interpretations
Recommendations for Report Accuracy
- Add footnotes for all unverified claims
- Mark estimates with (E) notation
- Include this methodology as an appendix
- Request client data for:
- Total app user base
- Actual support costs
- Historical CCTS complaint costs
- Add confidence levels to projections
³Extrapolated from 6-month data - requires verification