In competitive telecommunication environment, it is imperative to maintain an effective customer retention strategy
even while mobile service operators attracting new customers. Not only acquiring new customers costly process, but successful
customer retention helps build brand loyalty and good business reputation. Motivated by real mobile service operator data set, we
designed and proposed a solution to employ survival analysis technique that estimates customers’ survivals and hazards. We aim
to examine the impact of: campaign, tariff, tenure, age, auto-payment on survival times and hazards. After hazard ratios and
survival experiences determined for each predictor, results enable mobile service operator to target the right customers to
incentivize so that they can stay with their current operator. Proactive actions triggered by the results of the survival model is key
to customer retention.