Over-the-top (OTT) platforms have revolutionised media consumption by providing on-demand streaming services. Despite their growing popularity, customer churn remains a significant challenge for the platform. This research paper analyses the factors affecting customer churn in OTT video platforms. The factors are identified through unstructured interviews with industry experts and an extensive literature review. This research paper employs a novel approach to prioritising customer churn factors by incorporating multi-criteria decision-making (MCDM) techniques like AHP and fuzzy AHP. The importance of each customer churn factor is measured based on the analytic hierarchy process (AHP) and fuzzy AHP to develop a hierarchy of churn factors. The MCDM analysis results indicated that the content variety and recommendation system, video streaming issues, and high subscription prices are the most significant factors that cause customer churn. Through comprehensive analysis, the study aims to provide insights for OTT service providers to enhance customer retention and mitigate churn rates.