With direct-to-consumer (D2C) streaming services, broadcasters have to closely track and improve all stages of the viewer journey. One of the most under-appreciated, yet most important links in this chain is customer care since this directly affects viewer satisfaction.
Keeping subscribers happy is key to the long-term success of OTT initiatives. After all, acquiring a new subscriber is five to 25 times more expensive than retaining an existing one!
In this eBook, discover:
free Ebook
21 benchmarks across the full subscriber lifecycle, drawn from Cleeng’s global client base. See where you stand against the Leaders and get the plays to close the gap.
What you’ll get inside:
free Ebook
Proven benchmarks to close the performance gap and turn retention into your primary growth engine.
What you’ll get inside:
We break down the four critical phases of the subscriber journey with data-backed insights for each.
Phase 1
Acquire and convert
Benchmark: New-user conversion, sub-5-minute sign-ups, trial-to-paid, and campaign performance
Insight: Identify where top performers convert faster and keep more trial users engaged
Phase 2
Optimize revenue
Benchmark: ARPU, long-commit, web-channel, and annual vs. monthly value
Insight: See how leaders increase average revenue per subscriber and shift users to higher-margin plans
Phase 3
Retain and win back
Benchmark: Subscriber lifetime, retention rate, resubscription, and recurring payment success
Insight: Understand which retention gaps most impact subscriber lifetime
Phase 4
Customer experience
Benchmark: Help-center engagement, contact rate, one-touch resolution, and ticket reopen metrics
Insight: Discover how leading brands turn support interactions into loyalty and retention advantages
