NPS Intelligence (beta)

NPS is my up over Q2 of last year. All of our operating metrics and customer service, first call resolution, digital self-service, are tracking nicely relatively speaking.

Short term, NPS for us is coming in really about as high as it has been over my ten years here. All of the operating metrics—first call resolution, agency satisfaction, digital self-service—all of that going up and to the right.

The -- It takes a little bit of time to bake on the NPS improvements. The digital self-service continues to get really good traction.

Our NPS continues to improve. We had our best scores in 3 years on NPS, all-time record in June.

Google products, customers who have Google products have a higher NPS, higher product satisfaction, more positive comments on functionality, dependability, even aesthetics.

During the pandemic, ADT monitoring maintained healthy customer satisfaction and Net Promoter scores. We’re obviously very pleased with our improvements in customer retention.

These efforts resulted in a healthy year-over-year improvement in our NPS score to an all-time high. During the quarter, we also introduced our first artificial intelligence chatbot to handle customer service issues.

ADT launched an Authorized Provider status programme for elite dealers who deliver high installation rates and maintain a Net Promoter Score over 70%.

…experience Drive “Customers for Life” culture across the organization Support customer excellence initiatives Net promoter rating capability down to local sales and service level Reduce disconnects and cancellations Optimizing more robust…

ADT expects higher AI adoption to drive improved customer retention and operational efficiencies.

ADT builds 'home of the future' with AI to strengthen customer loyalty by improving retention and efficiency in customer acquisition.

Churn: 13% (Q3 2025) — “Turning to attrition. Earlier this year, ADT achieved record levels, and this quarter, we ticked up to 13%.”

ADT's customer retention rate improved slightly from the previous quarter following its $89M subscriber purchase.

Churn: 12.8% (Q2 2025) — “Our customer retention also remained solid with attrition at 12.8%, down 0.1 point from last year's second quarter”

ADT highlighted record customer retention in Q1 2025 despite volatile market conditions.

Churn: 12.6% (Q1 2025) — “gross attrition at just 12.6%. Both accomplishments are a testament to the continued strong demand for ADT Inc.'s innovative offerings and premium customer experience.”

Churn: 13% (Q3 2024) — “Our improved gross revenue attrition”

ADT reported gross revenue attrition of 12.9% in Q2, indicating 87.1% customer retention and a revenue payback period of 2.2 years.

Churn: 12.9% (Q2 2024) — “Our overall attrition was 12.9%, approximately flat”

Churn: 13.1% (Q1 2024) — “supporting our 13.1% attrition rate”

ADT reports strong customer retention with gross revenue attrition at 12.9% and record revenue payback of 2.0 years in 3Q.

Churn: 12.9% (Q3 2023) — “gross attrition remained at 12.9%”

ADT maintained record customer retention and improved revenue payback in second quarter 2023 results.

ADT reported favorable performance on client retention despite challenges in strategic pricing and customer acquisition.

ADT reported record-high customer retention in Q4 with a gross customer revenue attrition rate of 12.5 percent.

Churn: 12.5% (FY2022) — “Customer retention also continued to improve, with gross attrition at an all-time low of 12.5%”

ADT reports record customer retention and strong customer satisfaction in Q3 2022, with trailing 12-month gross customer revenue attrition at 12.6%.

ADT reported record high customer retention with gross customer revenue attrition at 12.6% (implying 87.4% retention) and record revenue payback of 2.1 years in Q3.

Churn: 12.6% (Q3 2022) — “Customer retention also continues to improve with gross attrition at a record low of 12.6%”

ADT reported record high customer retention and recurring monthly revenue balance in Q2 2022 results.

Churn: 10.1% (Q2 2022) — “And when we net resales, it's even a more impressive at 10.1%”

Churn: 12.7% (Q2 2022) — “Gross customer attrition over the last 12 months was 12.7%, a record low, with continued improvement from the first quarter and a 60 basis point improvement versus prior year”

ADT Inc. reports record-high customer retention and highest-ever recurring monthly revenue with 18% revenue growth year-over-year.

ADT reports trailing 12-month gross customer revenue attrition of 13.3%, reflecting strong customer retention in Q2 2021.

Gross revenue retention: 87% (Q2 2021) — “gross revenue retention, improving from approximately 84% for legacy ADT to just under 87%”

Churn (residential): 12.9% (Q3 2020 (trailing 12 months)) — “trailing 12 months attrition is at a record best 12.9% the improvement of 60 basis points versus the prior year”

ADT Inc. reported improved 12-month gross customer revenue attrition supported by strong customer service and satisfaction levels during Q2 2020 earnings call.

Churn: 13.1% (Q2 2020 (12-month)) — “12-month gross customer revenue attrition improved by approximately 40 basis points sequentially to 13.1%”

ADT reported continued improvement in customer retention during Q3 2018 earnings call, alongside 6% revenue growth.

Churn: 13.4% (Q3 2018 (trailing 12-month)) — “improved our gross customer revenue attrition on a trailing 12-month basis by 40 basis points versus a year ago to 13.4%”

ADT improved customer retention and subscriber acquisition cost efficiency in Q2, with a positive financial outlook.

ADT names new CMO with focus on customer retention and digital engagement.

Churn: 13.7% (Q4 2017 (calendar year, trailing 12-month basis)) — “on a trailing 12-month basis and we're now below 14%, finishing the calendar year at 13.7%”

Churn (residential and business accounts (unit attrition)): 12.2% (Q1 2016) — “unit attrition remains at 12.2%, matching our lowest levels since becoming a public company. On a year-over-year basis, unit attrition improved by 70 basis points”