Problem Identified
Dec 2025
Spotify is the global leader in audio streaming, offering freemium access to music, podcasts, and audiobooks for over 700M users.
B2C SaaS
Entertainment
Project Overview
The Problem
Major outage on Dec 15 disrupted playback and access globally
Library scrape on Dec 22 exposed nearly the entire catalog to piracy
Upcoming US price hike (Q1 2026) amid declining user trust
Core Challenge
Users losing confidence in platform reliability and content security
Subscription perceived as less exclusive when library is vulnerable
"Why pay more?" sentiment growing right before price increase
Impact at Stake
• Risk of 10–15% churn spike post-price hike
• Significant NPS drop and weakened Premium value perception
• Long-term threat to subscriber retention and ARPU growth
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