América Móvil, S.A.B. de C.V.
americamovil.com ↗In their words
“We are investing in customer care. We have a very good NPS.”
“And our NPS has been growing very good. People is thinking of a very good service when we talk about Claro.”
“We have a very good NPS and I’m glad all is very strong there. We have excellent customer care and very good distribution.”
NPS disclosures (8)
We are investing in customer care. We have a very good NPS.
with a global NPS of 41
And our NPS has been growing very good. People is thinking of a very good service when we talk about Claro.
We have a very good NPS and I’m glad all is very strong there. We have excellent customer care and very good distribution.
We have the NPS in Mexico, good, high, good distribution networks. We have 400 more or less own stores, plus the retails, plus distributors.
And customers, we have a very good NPS in Colombia, people prefer us. So, of course, there’s strong competition there.
Good image, Net Promoter Score very high and very good image, and very good service. So I think it's not only price.
We have a indicator called Net Promoter Score. And in this indicator, people is very happy and improving the way they are talking about Telcel and the network of Telcel.
Retention disclosures (111)
Churn (consolidated): 2.9% (FY2025) — “Our average churn rate on a consolidated basis was 2.9% for the year ended December 31, 2025, the same as for the year ended December 31, 2024”
Churn (consolidated): 2.9% (FY2024) — “Our average churn rate on a consolidated basis was 2.9% for the year ended December 31, 2024, and 3.0% for the year ended December 31, 2023.”
Churn (Consolidated): 2.9% (FY2023) — “Our average churn rate on a consolidated basis was 2.9% for the year ended December 31, 2023, and 3.2% for the year ended December 31, 2022”
Churn: 3.2% (FY2022) — “Our average churn rate on a consolidated basis was 3.2% for the year ended December 31, 2022, and 3.2% for the year ended December 31, 2021”
Churn (consolidated basis): 3.3% (FY2021) — “Our average churn rate on a consolidated basis was 3.3% for the year ended December 31, 2021”
Churn (Ecuador Mobile): 3.3% (Q3 2021) — “Churn(%) 3.3% 4.4% (1.2)”
Churn (Peru Mobile): 4% (Q3 2021) — “Churn(%) 4.0% 3.6% 0.4”
Churn (Colombia Mobile): 4.5% (Q3 2021) — “Churn (%) 4.5% 4.7% (0.2 )”
Churn (Brazil Mobile): 3% (Q3 2021) — “The churn rate improved by 1.7 percentage points, falling to 3.0%.”
Churn (Mexico Mobile): 3.4% (Q3 2021) — “Churn (%) 3.4 % 3.3 % 0.1”
Churn: 3.8% (FY2020) — “average churn rate on a consolidated basis was 3.8% for the year ended December 31, 2020”
Churn (consolidated): 4.1% (FY2019) — “Our average churn rate on a consolidated basis was 4.1% for the year ended December 31, 2019”
Churn: 4.2% (FY2018) — “Our average churn rate on a consolidated basis was 4.2% for the year ended December 31, 2018 and 4.1% for the year ended December 31, 2017”
Churn (consolidated): 4.1% (FY2017) — “Our weighted monthly average churn rate on a consolidated basis was 4.1% for the year ended December 31, 2017 and 4.2% for the year ended December 31, 2016”
Churn: 4.2% (FY2016) — “Our weighted monthly average churn rate on a consolidated basis was 3.9% for the year ended December 31, 2015 and 4.2% for the year ended December 31, 2016. monthly”
Churn: 3.9% (FY2015) — “weighted monthly average churn rate on a consolidated basis was 3.8% for the year ended December 31, 2014 and 3.9% for the year ended December 31, 2015”
Churn (Pay TV, Claro Guatemala): 3.5% (FY2014) — “Pay TV 4.4 % 3.3 % 3.5 %”
Churn (broadband, Claro Guatemala): 2.1% (FY2014) — “Broadband 2.3 % 2.4 % 2.1 %”
Churn (fixed voice, Claro Guatemala): 1.7% (FY2014) — “Churn rate (year ended): Fixed voice 1.6 % 1.6 % 1.7 %”
Churn (wireless, Claro Guatemala): 2.9% (FY2014) — “Wireless churn rate (year ended) 3.1 % 2.6 % 2.9 %”
Churn (broadband, Claro Peru): 1.6% (FY2014) — “Broadband 1.8 % 1.8 % 1.6 %”
Churn (fixed voice, Claro Peru): 1.5% (FY2014) — “Churn rate (year ended): Fixed voice 1.9 % 1.7 % 1.5 %”
Churn (wireless, Claro Peru): 4% (FY2014) — “Wireless churn rate (year ended) 4.1 % 4.4 % 4.0 %”
Churn (Pay TV, Claro Colombia): 1.8% (FY2014) — “Pay TV 1.7 % 1.8 % 1.8 %”
Churn (wireless, Claro Colombia): 3.3% (FY2014) — “Wireless churn rate (year ended) 3.7 % 3.3 % 3.3 %”
Churn (broadband, Telmex): 1.2% (FY2014) — “Broadband 1.4 % 1.2 % 1.2 %”
Churn (fixed voice, Telmex): 1.1% (FY2014) — “Churn rate (year ended): Fixed voice 1.1 %”
Churn (wireless, Telcel): 4.3% (FY2014) — “Wireless churn rate (year ended) 3.7 % 3.8 % 4.3 %”
Churn (wireless, consolidated): 3.8% (FY2014) — “weighted monthly average churn rate on a consolidated basis was 3.6% for the year ended December 31, 2013 and 3.8% for the year ended December 31, 2014”
Churn (Mexico Wireless): 4.3% (2014) — “The wireless churn rate for our Mexican Wireless operations for 2014 increased to 4.3% from 3.8% for 2013”
Churn (Mexican Wireless): 3.9% (Q1 2014) — “The wireless churn rate for our Mexican Wireless operations for the first three months of 2014 increased to 3.9% from 3.5% for the first three months of 2013”
Churn (Claro Brasil broadband): 1.5% (FY2013, annual) — “Broadband 1.4 % 1.3 % 1.5 %”
Churn (Claro Brasil fixed voice): 1.8% (FY2013, annual) — “Churn rate (year ended): Fixed voice 2.5 % 1.6 % 1.8 %”
Churn (Telmex broadband): 1.2% (FY2013, annual) — “Broadband 1.4 % 1.4 % 1.2 %”
Churn (Telmex fixed voice): 1.4% (FY2013, annual) — “Churn rate (year ended): Fixed voice 1.2 % 1.1 % 1.4 %”
Churn (Telcel wireless): 3.8% (FY2013, annual) — “Wireless churn rate (year ended) 3.7 % 3.7 % 3.8 %”
Churn (consolidated): 3.6% (FY2013, monthly) — “Our weighted monthly average churn rate on a consolidated basis was 3.6% for the year ended December 31, 2012 and 3.6% for the year ended December 31, 2013.”
Churn (Mexican wireless operations): 3.5% (first three months of 2013) — “The wireless churn rate for our Mexican wireless operations for the first three months of 2013 remained stable at 3.5%”
Churn (Telmex Broadband): 1.4% (FY2012) — “Broadband 1.6 % 1.4 % 1.4 %”
Churn (Telmex Fixed voice): 1.1% (FY2012) — “Churn rate (year ended): Fixed voice 0.9 % 1.2 % 1.1 %”
Churn (Wireless): 3.7% (FY2012) — “Our weighted monthly average churn rate on a consolidated basis was 3.7% for the year ended December 31, 2011 and 3.6% for the year ended December 31, 2012.”
Churn (Telcel wireless): 3.7% (FY2011) — “Our weighted monthly average churn rate on a consolidated basis was 3.2% for the year ended December 31, 2010 and 3.7% for the year ended December 31, 2011”
Churn (Mexico Fixed broadband): 1.4% (H1 2011) — “The broadband churn rate remained stable at 1.4% for the first six months of 2011”
Churn (Mexico Fixed voice): 1.1% (H1 2011) — “The fixed voice churn rate increased slightly from 0.9% for the first six months of 2010 to 1.1% for the first six months of 2011”
Churn (Mexico Wireless): 3% (H1 2011) — “The wireless churn rate for our Mexican Wireless operations for the first six months of 2011 remained stable at 3.0%”
Churn (Brazil wireless): 3% (FY2010) — “Wireless churn rate (year ended) 2.8 % 3.0 %”
Churn (Fixed voice): 0.9% (FY2010) — “Churn rate (year ended): Fixed voice 1.4 % 0.9 %”
Churn (Consolidated wireless): 3.2% (FY2010) — “Our weighted monthly average churn rate on a consolidated basis was 3.0% for the year ended December 31, 2009 and 3.2% for the year ended December 31, 2010.”
Churn: 3% (12-month ended December 31, 2009) — “weighted monthly average churn rate on a consolidated basis for the twelve-month period ended December 31, 2009 was 3.0%”
Churn (Argentina operations): 2.2% (2009) — “Our churn rate decreased from 2.4% in 2008 to 2.2% in 2009.”
Churn (Venezuela operations): 3.5% (2009) — “Our churn rate increased from 2.4% in 2008 to 3.5% in 2009.”
Churn (Brazil operations): 2.6% (2009) — “We also experienced increase in our churn rate, from 2.0% in 2008 to 2.6% in 2009.”
Churn (Mexico operations): 3.2% (2009) — “The churn rate for our Mexican operations was 3.2% in 2009, 3.3% in 2008 and 3.4% in 2007.”
Churn (Colombia operations): 2.8% (2009) — “Our churn rate was 2.8% in 2009 and 2.7% in 2008.”
Churn (TracFone): 4% (2009) — “The churn rate increased from 3.8% in 2008 to 4.0% in 2009”
Churn (Argentina): 2.2% (2009) — “Our churn rate decreased from 2.4% in 2008 to 2.2% in 2009”
Churn (Peru): 3.5% (2009) — “Our churn rate increased from 2.4% in 2008 to 3.5% in 2009”
Churn (Chile): 2.6% (2009) — “We also experienced increase in our churn rate, from 2.0% in 2008 to 2.6% in 2009”
Churn (Colombia): 2.8% (2009) — “Our churn rate was 2.8% in 2009 and 2.7% in 2008”
Churn (Mexico): 3.2% (2009) — “The churn rate for our Mexican operations was 3.2% in 2009, 3.3% in 2008 and 3.4% in 2007”
Churn (Caribbean): 1.9% (2008, monthly) — “Caribbean churn rate 3.0% in 2007, 1.9% in 2008”
Churn (Dominican Republic): 4.2% (2008, monthly) — “Dominican Republic churn rate 5.4% in 2006, 4.3% in 2007, 4.2% in 2008”
Churn (United States): 3.8% (2008, monthly) — “United States churn rate 5.3% in 2006, 4.6% in 2007, 3.8% in 2008”
Churn (Central America): 2% (2008, monthly) — “Central America churn rate 0.8% in 2006, 1.6% in 2007, 2.0% in 2008”
Churn (Andean Region): 2.4% (2008, monthly) — “Andean Region churn rate 3.0% in 2006, 3.0% in 2007, 2.4% in 2008”
Churn (Southern Cone): 2.6% (2008, monthly) — “Southern Cone churn rate 1.9% in 2006, 2.5% in 2007, 2.6% in 2008”
Churn (Brazil): 2.7% (2008, monthly) — “Brazil churn rate 2.8% in 2006, 2.5% in 2007, 2.7% in 2008”
Churn (Mexico): 3.3% (2008, monthly) — “The churn rate for our Mexican operations was 3.3% in 2008, 3.4% in 2007 and 3.2% in 2006.”
Churn (consolidated): 2.8% (2008, monthly) — “Our weighted monthly average churn rate on a consolidated basis for the twelve-month period ended December 31, 2007 was 2.9% and for the twelve-month period ended December 31, 2008 was 2.8%.”
Churn (Dominican Republic): 4.3% (FY2007) — “Churn rate (2) — 5.4 % 4.3 %”
Churn (United States): 4.6% (FY2007) — “Churn rate (2) 4.6 % 5.3 % 4.6 %”
Churn (Central America): 1.6% (FY2007) — “Churn rate (2) 1.1 % 0.8 % 1.6 %”
Churn (Andean Region): 3% (FY2007) — “Churn rate (2) 2.9 % 3.0 % 3.0 %”
Churn (Colombia): 2.3% (FY2007) — “Churn rate (2) 1.5 % 1.7 % 2.3 %”
Churn (Southern Cone): 2.5% (FY2007) — “Churn rate (2) 2.3 % 1.9 % 2.5 %”
Churn (Mexico): 3.4% (FY2007) — “Churn rate (3) 3.9 3.0 3.1 3.2 3.4”
Churn: 2.9% (FY2007 (12-month)) — “weighted monthly average churn rate on a consolidated basis for the twelve-month period ended December 31, 2006 was 2.8% and for the twelve-month period ended December 31, 2007 was 2.9%”
Churn (Caribbean): 5.4% (FY2006) — “Churn rate (2) — — 5.4”
Churn (United States): 5.3% (FY2006) — “Churn rate (2) 4.3 % 4.6 % 5.3 %”
Churn (Central America): 0.8% (FY2006) — “Churn rate (2) 1.2 % 1.1 % 0.8 %”
Churn (Andean Region): 3% (FY2006) — “Churn rate (2) 3.7 % 2.9 % 3.0 %”
Churn (Colombia): 1.7% (FY2006) — “Churn rate (2) 2.9 % 1.5 % 1.7 %”
Churn (Southern Cone): 1.9% (FY2006) — “Churn rate (2) 2.0 % 2.3 % 1.9 %”
Churn (consolidated): 3.2% (FY2006) — “Churn rate (4) 3.5 3.9 3.0 3.1 3.2”
Churn (consolidated): 2.8% (FY2005, FY2006, monthly) — “Our weighted monthly average churn rate on a consolidated basis for both twelve-month periods ended December 31, 2006 and 2005 was 2.8%.”
Churn (United States TracFone): 4.6% (2005) — “Churn rate(3) 4.0 % 4.2 % 4.6 %”
Churn (Ecuador Conecel): 2.9% (2005) — “Churn rate(3) 3.4 % 3.7 % 2.9 %”
Churn (Colombia Comcel): 1.5% (2005) — “Churn rate(3) 3.1 % 2.9 % 1.5 %”
Churn (CTE (El Salvador)): 1% (2005) — “Churn rate(3) 2.4 % 2.6 % 1.0 %”
Churn (Central America Telgua (Guatemala and Sercom Nicaragua)): 1.2% (2005) — “Churn rate(3) 1.4 % 1.6 % 1.2 %”
Churn (Brazil Telecom Americas): 2.7% (2005) — “Churn rate(3) 2.3 % 2.7 % 2.7 %”
Churn (Argentina CTI): 2.3% (2005) — “Churn rate(3) 1.5 % 2.0 % 2.3 %”
Churn (consolidated): 3.1% (2005) — “Churn rate(4) 3.1”
Churn (consolidated monthly average): 2.81% (FY2005) — “Our weighted monthly average churn rate on a consolidated basis for the twelve-month periods ended December 31, 2005 and 2004 was 2.81% and 2.90%, respectively.”
Churn: 2.9% (FY2004) — “weighted monthly average churn rate on a consolidated basis for the twelve-month periods ended December 31, 2004...was 2.9%”
Churn: 2.9% (12 months ended December 31, 2003, monthly average) — “Our weighted monthly average churn rate for the twelve-month period ended December 31, 2003 was 2.9% as compared to 3.2% for the twelve-month period ended December 31, 2002.”
Churn (Conecel (Ecuador)): 3.6% (Q1 2003) — “Churn (%) 3.6% 3.3% 3.4%”
Churn (Comcel (Colombia)): 2.4% (Q1 2003) — “Churn (%) 2.4% 2.1% 2.5%”
Churn (Telecom Americas/Brazil): 2% (Q1 2003) — “Churn (%) 2.0% 1.9% 1.5%”
Churn (Telgua (Guatemala)): 1.4% (Q1 2003) — “Churn (%) 1.4% 1.1% 0.8%”
Churn (Telcel (Mexico)): 3% (Q1 2003) — “EBITDA and operating profits benefited from the reduction in the churn rate observed in the quarter, to 3.0%. The churn rate was lower than the one seen in the first quarter of 2002 (3.2%).”
Churn (Tracfone): 4.5% (4Q02) — “Tracfone's churn rate has gone down significantly, from 7.9% during the last quarter of 2001 to 4.5% during the same period of 2002.”
Churn (Telecom Americas): 1.9% (4Q02) — “the churn rate came down from 2.2% to 1.9%”
Churn (Telgua): 1.1% (4Q02) — “Churn (%): 1.1% for Telgua in 4Q02, compared to 1.6% in 3Q02 and 2.1% in 4Q01.”
Churn (Telcel): 4.1% (4Q02) — “Telcel's churn hit a high of 4.1% in the fourth quarter.”
Churn (Claro): 2.2% (Q3 2002) — “Churn (%) 2.2% 1.5%”
Churn (Tracfone): 5.5% (Q3 2002) — “Churn (%) 5.5% 5.9%”
Churn (Conecel): 3.3% (Q3 2002) — “Churn (%) 3.3% 2.8%”
Churn (Comcel): 1.8% (Q3 2002) — “Churn (%) 1.8% 2.0%”
Churn (Tracfone): 1.6% (Q3 2002) — “Churn (%) 1.6% 0.6%”
Churn (Telcel): 3.7% (Q3 2002) — “Churn (%) 3.7% 3.0%”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.