AT&T Inc.
att.com ↗In their words
“Postpaid phone churn was 0.92%, up 14 basis points versus a year ago”
“Postpaid phone churn of zero point eight three percent was up eleven basis points from the first quarter last year”
“Postpaid phone churn for the quarter was 0.85%, up 1 basis point versus the prior year”
NPS disclosures (29)
AT&T reports customer satisfaction and net promoter scores periodically to reflect subscriber perception of services.
AT&T noted that customers with better internet connectivity express stronger brand love, higher Net Promoter Scores, and longer customer tenure.
When our customers choose AT&T for their wireless and Internet connectivity, they consistently express stronger brand love, higher Net Promoter Scores and ultimately stay with us longer.
• AT&T’s brand health is improving versus our competitors as reflected in Brand Love and Net Promoter Score (NPS) metrics. • Brand Love for AT&T has improved across every segment and every product.
AT&T's customer experience initiative improved brand perception and net promoter scores, even among customers experiencing service disruptions.
In areas where we offer converged services, we rank number one in brand love and number one in Net Promoter Score with consumers and small businesses in both wireline and wireless.
AT&T's strategic initiatives like the AT&T Guarantee are designed to improve customer satisfaction and net promoter scores.
For example, since launching the AT&T Guarantee in January, we've seen improved Net Promoter Scores among our wireless and fiber customers following a network event.
• Consumer converged Net Promoter Score (NPS) led the industry with fiber up 4 pts and Mobility up 7 pts; we’re the industry leader in Wireless and Internet NPS for Medium Businesses and rank second for Enterprise.
This has led to improvements in how customers feel about AT&T as evidenced by our broadband customer satisfaction leadership, our improving wireless Net Promoter Scores and our overall continued low churn.
AT&T's 5G and fiber approach reduces churn and increases net promoter scores.
When a customer has both our wireless and fiber products, we see a meaningful improvement in churn and net promoter scores. This ultimately translates to much higher lifetime values for converged customers.
Statistics aside from my seat, our historically low levels of churn along with improved mobility net promoter scores shows me that our customers are very happy with the investments we've made in AT&T’s customer experience and network quality and that…
AT&T executive reports fiber internet NPS is 3-5x higher than cable competitors.
And we intend to, through a combination of what we're doing with ACP and our operational prowess and our scale that we're demonstrating and the fact that we've got a product in the market that customers love.
And our fiber churn remains low as AT&T fiber continues to offer a great experience and a consistently high Net Promoter Score. Now let's take a deeper look at our Communications segment operating results, starting with Mobility on slide 8.
This includes simplifying and enhancing our customer experience, which has resulted in higher customer self-service, lower customer churn and greatly improved Mobility NPS and industry-leading fiber NPS.
These churn levels that are low are a signal to the service and the value that we're offering, and our NPS feedback that we've received is the highest that we've ever received.
And as Pascal mentioned earlier, we've set a 10-year record for net ad growth here in the second quarter, but we've also set a record for our turn and the NPS results that customers are giving us for our wireless products and services.
If you look at things like customer lives, churn, customer satisfaction and net promoter scores and the actual performance of the product, they're all great.
AT&T's Net Promoter Score was 8 in a PCMag reader survey of mobile carriers and phones.
AT&T notes that fiber service customers have higher Net Promoter Scores and lower churn rates.
And we feel very good about that, particularly when we look at the churn numbers, particularly when we look at the customer satisfaction, the NPS scores.
AT&T's NPS is up year-over-year as of October 2020 according to Kantar research.
The net promoter scores we’re achieving with our fiber products are materially better than cables and are helping drive increasing penetration rates across our markets.
…spectrum inventory all at the same time and you are seeing just the strength of the network and how it’s performing right now on our net promoter score results from our customers and their impressions of the network are improving every month right now.
We still get good Net Promoter Scores and good quality scores on both the DTV and the U-verse platform, and we are still pleased to support both.
Underlying all of these initiatives was a strong emphasis on enhancing the customer experience, evidenced in continuous improvement in the Company’s overall net promoter score.
These strong growth metrics were supported by continued operational excellence, which drove improved operating income margins and a 59% increase in the Company’s overall net promoter score.
Retention disclosures (233)
Churn (prepaid phone): 2.3% (Q2 2026) — “Prepaid phone churn...2.30%...Q2 2026...2.43% Q2 2025”
Churn (phone): 1.12% (Q2 2026) — “Phone churn...1.12%...Q2 2026...1.17% Q2 2025”
Churn (postpaid phone): 0.86% (Q2 2026) — “Postpaid phone churn...0.86%...Q2 2026...0.87% Q2 2025”
AT&T fee hike creates pressure on customer retention as high wireless prices threaten loyalty.
AT&T launches simplified fiber plans designed to boost customer retention.
AT&T's convergence strategy of bundling wireless and broadband is boosting customer retention and cutting churn.
Churn (Prepaid phone): 2.62% (Q1 2026, monthly) — “Prepaid phone churn 3 2.62 % 2.55 %”
Churn (Postpaid phone): 0.89% (Q1 2026, monthly) — “Postpaid phone churn 3 0.89 % 0.83 %”
Churn (Phone): 1.2% (Q1 2026, monthly) — “Phone churn 3 1.20 % 1.16 %”
AT&T launches single billing initiative to enhance customer satisfaction and retention.
AT&T developed an AI-powered application intended to reduce expenses and customer turnover.
Churn (Postpaid Phone): 0.9% (FY2025) — “Postpaid Phone Churn 0.90 % 0.76 % 0.81 %”
Churn (Postpaid): 1.05% (FY2025) — “Postpaid Churn 1.05 % 0.92 % 0.98 %”
Churn (Postpaid): 1.03% (9M 2025) — “Postpaid Churn 1.03 % 0.89 % 14 BP”
Churn (Postpaid Phone-Only): 0.92% (Q3 2025) — “Postpaid Phone-Only Churn 0.92 % 0.78 % 14 BP”
Churn (Postpaid): 1.07% (Q3 2025) — “Postpaid Churn 1.07 % 0.93 % 14 BP”
AT&T reports strong subscriber growth but faces potential customer retention challenges despite new customer acquisition success.
Churn (postpaid phone): 0.92% (Q3 2025) — “Postpaid phone churn was 0.92%, up 14 basis points versus a year ago”
Churn (Postpaid): 1.01% (6M 2025) — “Postpaid Churn 1.01 % 0.87 % 14 BP”
Churn (Postpaid Phone-Only): 0.87% (Q2 2025) — “Postpaid Phone-Only Churn 0.87 % 0.70 % 17 BP”
Churn (Postpaid): 1.02% (Q2 2025) — “Postpaid Churn 1.02 % 0.85 % 17 BP”
Churn (Postpaid): 0.99% (Q1 2025) — “Postpaid Churn 0.99 % 0.89 % 10 BP; Churn rate for the period is equal to the average of the churn rate for each month”
Churn (postpaid phone): 0.83% (Q1 2025) — “Postpaid phone churn of zero point eight three percent was up eleven basis points from the first quarter last year”
Churn (Postpaid phone-only): 0.76% (FY2024) — “Postpaid Phone-Only Churn 4 0.76 % 0.81 % 0.81 % (5) BP”
Churn (Postpaid): 0.92% (FY2024) — “Postpaid Churn 3 0.92 % 0.98 % 0.97 % (6) BP”
Churn (postpaid phone): 0.85% (Q4 2024) — “Postpaid phone churn for the quarter was 0.85%, up 1 basis point versus the prior year”
Churn (Postpaid Phone-Only): 0.78% (Q3 2024) — “Postpaid Phone-Only Churn 3 0.78 % 0.79 % (1) BP 0.73 % 0.80 % (7) BP”
Churn (Postpaid): 0.93% (Q3 2024) — “Postpaid Churn 3 0.93 % 0.95 % (2) BP 0.89 % 0.97 % (8) BP”
Churn (postpaid phone): 0.8% (Q3 2024) — “postpaid phone churn of 0.8% versus 0.79% in the third quarter of 2023...another quarter of year-over-year churn improvement”
Churn (Postpaid Phone-Only): 0.7% (Q2 2024) — “Postpaid Phone-Only Churn 3 0.70 % 0.79 % (9) BP 0.71 % 0.80 % (9) BP”
Churn (Postpaid): 0.85% (Q2 2024) — “Postpaid Churn 3 0.85 % 0.95 % (10) BP 0.87 % 0.97 % (10) BP”
Churn (postpaid): 0.89% (Q1 2024) — “Postpaid Churn 0.89% vs 0.99% in Q1 2023”
Churn (postpaid phone): 0.72% (Q1 2024) — “Our postpaid phone churn of 0.72% was our lowest first quarter churn ever on record.”
Churn (Postpaid phone-only): 0.81% (FY2023) — “Postpaid Phone-Only Churn 4 0.81 % 0.81 % 0.76 %”
Churn (Postpaid): 0.98% (FY2023) — “Postpaid Churn 4 0.98 % 0.97 % 0.94 %”
AT&T reported strong customer retention and increases in wireless plan prices following earnings announcement.
Churn (postpaid phone): 0.84% (Q4 2023) — “Postpaid phone churn of 0.84% for the quarter remained historically low.”
Churn (Postpaid): 0.95% (Q2 2023) — “Postpaid Churn 0.95 % 0.93 % 2 BP; higher in the second quarter due to return to pre-pandemic”
Churn (postpaid phone): 0.79% (Q2 2023) — “Postpaid phone churn remains low at 0.79% for the quarter.”
Churn (postpaid): 0.99% (Q1 2023) — “Postpaid Churn 0.99% [2023] vs 0.94% [2022]”
Churn (postpaid phone): 0.81% (Q1 2023) — “Postpaid phone churn remains low at 0.81% for the quarter.”
Churn (Postpaid Phone-Only): 0.81% (FY2022) — “Postpaid Phone-Only Churn 0.81% 0.76% 0.79% 5 BP (3) BP”
Churn (Postpaid): 0.97% (FY2022) — “Postpaid Churn 0.97% 0.94% 0.98% 3 BP (4) BP”
Churn (postpaid phone): 0.84% (Q4 2022) — “Postpaid phone churn of 0.84% for the quarter declined year-over-year.”
AT&T's robotic process automation initiative expects to improve customer retention.
Churn (Postpaid Phone-Only): 0.84% (Q3 2022) — “Postpaid Phone-Only Churn 0.84 % 0.72 % 12 BP”
Churn (Postpaid): 1.01% (Q3 2022) — “Postpaid Churn 1.01 % 0.92 % 9 BP”
AT&T reported near-record low churn in Q4, demonstrating strong customer retention performance driven by focused retention strategy and promotions.
Churn (Postpaid Phone-Only): 0.75% (Q2 2022) — “Postpaid Phone-Only Churn 0.75 % 0.69 % 6 BP”
Churn (Postpaid): 0.93% (Q2 2022) — “Postpaid Churn 0.93 % 0.87 % 6 BP”
Churn (Postpaid Phone-Only): 0.76% (2021) — “Postpaid Phone-Only Churn 0.76% in 2021 vs 0.79% in 2020, decrease of 3 basis points”
Churn (Postpaid): 0.94% (2021) — “Postpaid Churn 0.94% in 2021 vs 0.98% in 2020, decrease of 4 basis points”
Churn (Postpaid Phone-Only): 0.72% (Q3 2021) — “Postpaid Phone-Only Churn 4 0.72 % 0.69 % 3 BP”
Churn (Postpaid): 0.92% (Q3 2021) — “Postpaid Churn 4 0.92 % 0.85 % 7 BP”
Churn (Postpaid Phone-Only): 0.69% (Q2 2021) — “Postpaid Phone-Only Churn 0.69 % 0.84 % (15) BP”
Churn (Postpaid): 0.87% (Q2 2021) — “Postpaid Churn 0.87 % 1.05 % (18) BP”
Churn (DIRECTV): 1.87% (Q2 2021) — “DIRECTV churn for the second quarter of 2021 was 1.87%, an improvement of 22% from 2.42%”
Churn (Postpaid Phone-Only): 0.76% (Q1 2021) — “Postpaid Phone-Only Churn 4 0.76 % 0.86 % (10) BP”
Churn (Postpaid): 0.93% (Q1 2021) — “Postpaid Churn 4 0.93 % 1.08 % (15) BP”
AT&T experienced low churn (high retention) in Q1, demonstrating strong postpaid customer retention.
AT&T adds 595K postpaid phones in Q1 with low churn: 0.93% postpaid and 0.76% postpaid phone-only churn.
Churn (Postpaid Phone-Only): 0.79% (FY2020) — “Postpaid Phone-Only Churn 0.79% 0.95% 0.90% (16) BP”
Churn (Postpaid): 0.98% (FY2020) — “Postpaid Churn 0.98% 1.18% 1.12% (20) BP”
Churn (Postpaid phone): 0.76% (Q4 2020) — “Postpaid phone churn was the second-lowest quarter on record, coming in at 0.76%”
AT&T is leveraging HBO Max as a customer retention tool.
Churn (Postpaid Phone-Only): 0.69% (Q3 2020) — “Postpaid Phone-Only Churn 0.69% (compared to 0.95% prior year)”
Churn (Postpaid): 0.85% (Q3 2020) — “Postpaid Churn 0.85% (compared to 1.19% prior year)”
AT&T's goal following a wireless subscriber beat is focused on customer retention, according to analyst commentary.
Churn (Postpaid phone): 0.69% (Q3 2020) — “postpaid phone churn of 0.69%, our best ever”
Churn (Postpaid phone-only): 0.84% (Q2 2020) — “Postpaid Phone-Only Churn 0.84 (Q2 2020) vs 0.86 (Q2 2019) (2) BP”
Churn (Postpaid): 1.05% (Q2 2020) — “Postpaid Churn 1.05 (Q2 2020) vs 1.07 (Q2 2019) (2) BP”
Churn (Postpaid phone-only): 0.86% (Q1 2020) — “Postpaid Phone-Only Churn 0.86 % 0.92 %”
Churn (Postpaid): 1.08% (Q1 2020) — “Postpaid Churn 1.08 % 1.16 %”
Churn (postpaid phone): 0.86% (Q1 2020) — “Postpaid phone churn was down 6 basis points to 0.86%”
Churn (Postpaid): 1.18% (FY2019) — “Postpaid Churn 1.18 % 1.12 % 1.07 % 6 BP 5 BP”
Churn (Postpaid Phone-Only): 0.95% (Q3 2019) — “Postpaid Phone-Only Churn 0.95 0.93 for Q3 2019 vs Q3 2018 (2 BP)”
Churn (Postpaid): 1.19% (Q3 2019) — “Postpaid Churn 1.19 1.16 for Q3 2019 vs Q3 2018 (3 BP)”
Churn (Postpaid Phone-Only): 0.86% (Q2 2019) — “Postpaid Phone-Only Churn 0.86 0.82 for Q2 2019 vs Q2 2018 (4 BP)”
Churn (Postpaid): 1.08% (Q2 2019) — “Postpaid Churn 1.08 1.02 for Q2 2019 vs Q2 2018 (6 BP)”
Churn (postpaid phone): 0.86% (Q2 2019) — “Postpaid phone trend was up slightly to 0.86%, but was down sequentially”
Article discusses AT&T's DirecTV Now streaming service as part of customer retention strategy amid subscriber losses in cable TV.
Churn (postpaid): 1.17% (Q1 2019) — “Postpaid Churn 1.17% in Q1 2019 vs. 1.06% in Q1 2018”
Churn (Postpaid Phone-Only): 0.93% (Q1 2019) — “Postpaid Phone-Only Churn 0.93 0.84 9 BP”
Churn (Cricket prepaid): 3% (Q1 2019) — “Cricket is our flagship brand in prepaid...had its lowest ever quarterly churn rate of less than 3%, down more than 60 basis points year-over-year”
Churn (Postpaid): 1.12% (FY2018) — “Postpaid Churn 3 1.12 % 1.07 % 1.07 %”
Churn (Branded (all wireless subscribers)): 1.67% (FY2018) — “Branded Churn 3 1.67 % 1.68 % 1.61 % (monthly average)”
AT&T experienced a customer retention problem in the third quarter, losing a total of 297,000 customers from its streaming TV services.
Churn (Postpaid): 1.17% (Q3 2018) — “Postpaid Churn 3 1.17% 1.06% 11 BP”
Churn (Branded): 1.7% (Q3 2018) — “Branded Churn 3 1.70% 1.70% - BP”
Churn (Business Wireless Postpaid): 1.42% (2017) — “Business Wireless Postpaid Churn 2, 3, 4 1.42% 1.47% 1.46% (5) BP”
Churn (Consumer Mobility Postpaid): 1.07% (2017) — “Postpaid Churn 3, 4 1.07%”
Churn (Consumer Mobility Total): 1.36% (2017) — “Total Churn 1.36% ... (12) BP”
Churn (Postpaid): 1.02% (Q2 2018) — “BP Postpaid Churn 3 1.02% 1.01% 1 BP”
Churn (Branded): 1.5% (Q2 2018) — “Branded Churn 3 1.50% 1.57% (7) BP”
Churn (postpaid phone): 0.82% (Q2 2018) — “Post-paid phone churn was 0.82%, just three basis points higher than last year's all-time record”
Churn (Postpaid): 1.06% (Q1 2018) — “BP Postpaid Churn 3 1.06% 1.12% (6) BP”
Churn (Branded): 1.65% (Q1 2018) — “Branded Churn 3 1.65% 1.71% (6) BP”
Churn (postpaid phone): 0.84% (Q1 2018) — “record low first quarter postpaid phone churn of 0.84%, improving both year over year and sequentially”
Churn (business wireless postpaid): 1.04% (2017) — “Business wireless postpaid churn increased to 1.04% in 2017 from 1.00% in 2016”
Churn (postpaid wireless): 1.08% (2017) — “Postpaid Churn 3, 4 1.08 % 1.07 % 1.09 % 1 BP”
Churn (wireless total): 1.36% (2017) — “Total Churn 3, 4 1.36 % 1.48 % 1.39 % (12) BP”
AT&T had a postpaid phone churn rate of 0.89% in 4Q17, leading the top four US telecom players in customer retention.
Churn (postpaid phone): 0.89% (Q4 2017) — “Postpaid phone churn continues to run at record levels, dropping to 0.89% in the quarter”
Churn (Business Wireless Postpaid Churn): 1.01% (Q3 2017) — “Business Wireless Postpaid Churn 1.01% in Q3 2017 from 0.97% in 2016”
Churn (Wireless Postpaid Phone Only): 0.84% (Q3 2017) — “Postpaid Phone Only Churn 0.84% in Q3 2017 compared to 0.90% in 2016”
Churn (Wireless Postpaid Churn): 1.07% (Q3 2017) — “Postpaid Churn 1.07% in Q3 2017 compared to 1.05% in 2016”
Churn (Wireless (Total Churn)): 1.32% (Q3 2017) — “Total Churn 1.32% in Q3 2017 compared to 1.45% in 2016”
Churn (postpaid phone): 0.84% (Q3 2017) — “Postpaid phone churn set another record for the third quarter at 0.84%”
Churn (Business Wireless Postpaid Churn): 0.97% (Q2 2017) — “Business Wireless Postpaid Churn 0.97% in Q2 2017 from 0.91% in 2016”
Churn (Wireless Postpaid Phone Only): 0.79% (Q2 2017) — “Postpaid Phone Only Churn 0.79% in Q2 2017 compared to 0.84% in 2016”
Churn (Wireless Postpaid Churn): 1.01% (Q2 2017) — “Postpaid Churn 1.01% in Q2 2017 compared to 0.97% in 2016”
Churn (Wireless (Total Churn)): 1.28% (Q2 2017) — “Total Churn 1.28% in Q2 2017 compared to 1.35% in 2016”
Churn (postpaid phone): 0.79% (Q2 2017) — “lowest-ever postpaid phone churn for any quarter at 0.79%”
Churn (Business Wireless Postpaid Churn): 1.07% (Q1 2017) — “Business Wireless Postpaid Churn 1.07% in 2017 from 1.02% in 2016”
Churn (Wireless Postpaid Phone Only): 0.9% (Q1 2017) — “Postpaid Phone Only Churn 0.90% in 2017 compared to 0.96% in 2016”
Churn (Wireless Postpaid Churn): 1.12% (Q1 2017) — “Postpaid Churn 1.12% in 2017 compared to 1.10% in 2016”
Churn (Wireless (Total Churn)): 1.46% (Q1 2017) — “Total Churn 1.46% in 2017 compared to 1.42% in 2016”
Churn (total wireless): 1.48% (FY2016) — “Total Churn 3,4 1.48% 1.39% 1.45% 9 BP (6) BP”
Churn (Business Wireless postpaid): 1% (FY2016) — “Business Wireless Postpaid Churn 2,3,4 1.00% 0.99% 0.90% 1 BP 9 BP”
Churn (Consumer Mobility postpaid): 1.19% (FY2016) — “Postpaid Churn 1,3,4 1.19 % 1.25 % 1.22 % (6) BP 3 BP”
Churn (postpaid phone): 0.98% (Q4 2016) — “Postpaid phone churn was a record fourth quarter low of 0.98%”
Churn (AT&T Mobility Postpaid): 1.05% (Q3 2016) — “Postpaid Churn 1.05% 1.16%”
Churn (AT&T Mobility): 1.45% (Q3 2016) — “Total Churn 1.45% 1.33%”
Churn (Consumer Mobility Postpaid): 1.19% (Q3 2016) — “Postpaid Churn 1.19% 1.33%”
Churn (Business Wireless Postpaid): 0.97% (Q3 2016) — “In the third quarter, business wireless postpaid churn decreased to 0.97% in 2016 from 1.05% in 2015”
Churn (postpaid phone): 0.9% (Q3 2016) — “Postpaid phone churn was even lower at 0.90%. That's a 14 basis point improvement over a year ago”
Churn (postpaid): 1.05% (Q3 2016) — “Postpaid churn of 1.05% was an 11 basis point improvement over the year ago third quarter”
Churn (AT&T Mobility Postpaid): 0.97% (Q2 2016) — “Postpaid Churn 0.97% 1.01%”
Churn (AT&T Mobility Branded): 1.47% (Q2 2016) — “Branded Churn 1.47% 1.52%”
Churn (AT&T Mobility): 1.35% (Q2 2016) — “Total Churn 1.35% 1.31%”
Churn (Consumer Mobility Postpaid): 1.09% (Q2 2016) — “Postpaid Churn 1.09% 1.16%”
Churn (Consumer Mobility): 1.96% (Q2 2016) — “Total Churn 1.96% 1.86%”
Churn (Business Wireless Postpaid): 0.91% (Q2 2016) — “In the second quarter, business wireless postpaid churn was 0.91% in both 2016 and 2015”
Churn (postpaid): 0.97% (Q2 2016) — “Postpaid churn came in strong, with its second lowest ever quarter at 0.97%”
Churn (AT&T Mobility Postpaid): 1.1% (Q1 2016) — “Postpaid Churn 1.10% 1.02%”
Churn (AT&T Mobility Branded): 1.63% (Q1 2016) — “Branded Churn 1.63% 1.59%”
Churn (AT&T Mobility): 1.42% (Q1 2016) — “Total Churn 1.42% 1.40%”
Churn (Consumer Mobility Postpaid): 1.24% (Q1 2016) — “Postpaid Churn 1.24% 1.20%”
Churn (Consumer Mobility): 2.11% (Q1 2016) — “Total Churn 2.11% 2.04%”
Churn (Business Wireless Postpaid): 1.02% (Q1 2016) — “In the first quarter, business wireless postpaid churn increased to 1.02% in 2016 from 0.90% in 2015.”
Churn (AT&T Mobility Total): 1.39% (FY2015) — “Total Churn 1.39 % 1.45 % 1.37 % (6) BP”
Churn (AT&T Mobility Postpaid): 1.09% (FY2015) — “Postpaid Churn 1.09 % 1.04 % 1.06 % 5 BP”
Churn (Business Wireless Postpaid): 0.99% (FY2015) — “Business Wireless Postpaid Churn 0.99 % 0.90 % 0.89% 9 BP”
Churn (Consumer Mobility Postpaid): 1.25% (FY2015) — “Consumer Mobility Postpaid Churn 1.25 % 1.22 % 1.26 % 3 BP”
Churn (AT&T Mobility Postpaid): 1.16% (Q3 2015) — “Postpaid Churn 1.16 % [Q3 2015] vs 0.99 % [Q3 2014]”
Churn (Consumer Mobility Postpaid): 1.33% (Q3 2015) — “Consumer Mobility Postpaid Churn 1.33 % vs 1.20 % [prior year Q3]”
Churn (Business Wireless Postpaid): 1.05% (Q3 2015) — “Business Wireless Postpaid Churn 1.05 % [Q3 2015] vs 0.84 % [Q3 2014]”
Churn (Postpaid): 1.01% (Q2 2015) — “Postpaid Churn 1.01 % 0.86 % 15 BP”
Churn (Total wireless): 1.31% (Q2 2015) — “Total Churn 1.31 % 1.47 % (16) BP”
Churn (Postpaid): 1.02% (Q1 2015) — “BP Postpaid Churn 1.02% in Q1 2015 vs 1.07% in Q1 2014”
Churn (Wireless (total)): 1.4% (Q1 2015) — “Total Churn 1.40% in Q1 2015 vs 1.39% in Q1 2014”
Churn (Postpaid): 1.04% (FY2014) — “Postpaid Churn 1.04% 1.06% 1.09% (2) BP”
Churn (Total wireless): 1.45% (FY2014) — “Total Churn 1.45% 1.37% 1.35% 8 BP”
Churn (postpaid): 0.99% (Q3 2014) — “Postpaid Churn 0.99 % 1.07 % (8) BP”
Churn (wireless total): 1.36% (Q3 2014) — “Total Churn 1.36 % 1.31 % 5 BP”
Churn (postpaid): 0.86% (Q2 2014) — “Postpaid Churn 0.86% 1.02% (16) BP”
Churn (wireless total): 1.47% (Q2 2014) — “Total Churn 1.47% 1.36% 11 BP”
Churn (postpaid): 1.07% (Q1 2014) — “Postpaid Churn 1.07% 1.04% 3 BP”
Churn (wireless total): 1.39% (Q1 2014) — “Total Churn 1.39% 1.38% 1 BP”
Churn (Postpaid): 1.06% (FY2013) — “Postpaid Churn 1.06 % in 2013 and 1.09 % in 2012.”
Churn (Total Wireless): 1.37% (FY2013) — “Total Churn 1.37 % in 2013 and 1.35 % in 2012.”
Churn (postpaid): 1.07% (Q3 2013, monthly) — “Postpaid Churn 1.07 % 1.08 % (1) BP”
Churn (total): 1.31% (Q3 2013, monthly) — “Total Churn 1.31 % 1.34 % (3) BP”
Churn (postpaid): 1.02% (Q2 2013, monthly) — “Postpaid Churn 1.02% 0.97% 5 BP”
Churn (total): 1.36% (Q2 2013, monthly) — “Total Churn 1.36% 1.18% 18 BP”
Churn (postpaid): 1.04% (Q1 2013, monthly) — “Postpaid Churn 1.04% 1.10% (6) BP”
Churn (total): 1.38% (Q1 2013, monthly) — “Total Churn 1.38% 1.47% (9) BP”
Churn (Total wireless): 1.35% (2012) — “Total Churn 4 1.35 % 1.37 % 1.31 %”
Churn (Postpaid subscribers): 1.09% (2012) — “Postpaid Churn 4 1.09 % 1.18 % 1.09 %”
Churn (postpaid): 1.08% (Q3 2012) — “Postpaid Churn 1.08 % 1.15 %”
Churn (total wireless): 1.34% (Q3 2012) — “Total Churn 1.34 % 1.28 %”
Churn (Total Wireless): 1.18% (Q2 2012) — “Total Churn 1.18 % 1.43 % (25) BP”
Churn (Postpaid): 0.97% (Q2 2012) — “Postpaid Churn 0.97 % 1.15 % (18) BP”
Churn (postpaid): 1.1% (Q1 2012) — “Postpaid Churn 1.10 % 1.18 %”
Churn (total wireless): 1.47% (Q1 2012) — “Total Churn 1.47 % 1.36 %”
Churn (Postpaid): 1.18% (FY2011 monthly) — “Postpaid Churn 1.18% 1.09% 1.13%...2011 vs. 2010 9 BP”
Churn (Wireless Total): 1.37% (FY2011 monthly) — “Total Churn 1.37% 1.31% 1.47%...2011 vs. 2010 6 BP”
Churn (Total Wireless): 1.28% (Q3 2011) — “Total Churn 1.28% (Third Quarter 2011), compared to 1.32% in 2010”
Churn (Postpaid): 1.15% (Q2 2011) — “Postpaid Churn 1.15% (Second Quarter 2011), compared to 1.01% in 2010”
Churn (Total Wireless): 1.43% (Q2 2011) — “Total Churn 1.43% (Second Quarter 2011), compared to 1.29% in 2010”
Churn (Postpaid): 1.18% (Q1 2011) — “Postpaid Churn 1.18% (First Quarter 2011), compared to 1.07% in 2010”
Churn (Total Wireless): 1.36% (Q1 2011) — “Total Churn 1.36% (First Quarter 2011), compared to 1.30% in 2010”
Churn (Postpaid): 1.09% (FY2010) — “Postpaid Churn 1.09 % 1.13 % 1.18 % (4) BP”
Churn (Wireless Total): 1.31% (FY2010) — “Total Churn 1.31 % 1.47 % 1.70 % (16) BP”
Churn (Postpaid): 1.14% (Q3 2010) — “Postpaid Churn 1.14 % 1.14 % (0) BP”
Churn (Total wireless): 1.32% (Q3 2010) — “Total Churn 1.32 % 1.42 % (10) BP”
Churn (Wireless Postpaid): 1.01% (Q2 2010) — “The postpaid churn rate was 1.01% for the second quarter of 2010, down from 1.07% for the same period in 2009”
Churn (Wireless): 1.29% (Q2 2010) — “Our churn rate was 1.29% for the second quarter of 2010 and six months ended June 30, 2010, down from 1.48% and 1.52% for the same periods in 2009”
Churn (postpaid): 1.07% (Q1 2010) — “The churn rate for postpaid customers was 1.07% for the first quarter of 2010 down from 1.15% for the first quarter of 2009.”
Churn (total): 1.3% (Q1 2010) — “Our customer churn rate was 1.30% for the first quarter of 2010, down from 1.56% for the first quarter of 2009.”
Churn (Wireless (postpaid)): 1.16% (FY2009) — “The churn rate for postpaid customers was 1.16% for 2009 and 1.19% for 2008, down from 1.27% for 2007”
Churn (Wireless (total)): 1.48% (FY2009) — “Our customer churn rate was 1.48% for 2009, down from 1.68% for 2008 and 1.67% for 2007”
Churn: 1.43% (Q3 2009) — “Our total churn rate improved in the third quarter of 2009 to 1.43% from 1.69% in the third quarter of 2008”
Churn (postpaid): 1.17% (Q3 2009) — “postpaid churn rate improved to 1.17% compared to 1.22% in the third quarter of 2008”
Churn: 1.49% (Q2 2009) — “Our total churn rate improved in the second quarter 2009 to 1.49% from 1.64% in 2008”
Churn (postpaid): 1.09% (Q2 2009) — “postpaid churn rate improved to 1.09% compared to 1.10% in the second quarter of 2008”
Churn (wireless postpaid): 1.2% (Q1 2009 (first quarter of 2009)) — “Our postpaid churn rate remained stable at 1.2% for both periods”
Churn (wireless total): 1.6% (Q1 2009 (first quarter of 2009)) — “Our total churn rate decreased to 1.6% in the first quarter of 2009 from 1.7% in the first quarter of 2008”
Churn (postpaid customers): 1.2% (2008) — “The churn rate for postpaid customers was 1.2% in 2008, down from 1.3% in 2007 and 1.5% in 2006.”
Churn (wireless overall): 1.7% (2008) — “Our customer churn rate was 1.7% in 2008, 1.7% in 2007 and 1.8% in 2006.”
Churn (postpaid): 1.1% (Q2 2008) — “Our postpaid churn rate declined to 1.1% compared to 1.2% in the second quarter of 2007.”
Churn: 1.6% (Q2 2008) — “Our total churn rate remained stable and was 1.6% in the second quarter of 2008 and 2007.”
Churn (postpaid): 1.2% (Q1 2008) — “Our postpaid churn rate declined to 1.2% compared to 1.3% in the first quarter of 2007.”
Churn (total): 1.7% (Q1 2008) — “Our total churn rate remained stable and was 1.7% in the first quarter of 2008 and 2007.”
Churn (Wireless postpaid): 1.3% (FY2007) — “The churn rate for postpaid customers was 1.3% in 2007, down from 1.5% in 2006 and 1.9% in 2005.”
Churn (Wireless): 1.7% (FY2007) — “Our customer churn rate was 1.7% in 2007, down from 1.8% in 2006 and 2.2% in 2005.”
Churn: 1.7% (Q3 2007) — “Our wireless churn rate was 1.7% in the third quarter and for the first nine months of 2007, down from 1.8%”
Churn (postpaid): 1.2% (Q2 2007) — “The churn rate for postpaid customers was 1.2% in the second quarter and 1.3% for the first six months of 2007, down from 1.5%”
Churn: 1.6% (Q2 2007) — “Our wireless churn rate was 1.6% in the second quarter and 1.7% for the first six months of 2007, down from 1.7%”
Churn (postpaid): 1.3% (Q1 2007) — “The churn rate for postpaid customers was 1.3% in the first quarter of 2007, down from 1.6% in the first quarter of 2006”
Churn (wireless overall): 1.7% (Q1 2007) — “Our wireless churn rate was 1.7% in the first quarter of 2007, down from 1.9% in the first quarter of 2006”
Churn (postpaid customers): 1.5% (2006) — “The churn rate for postpaid customers was 1.5% in 2006, down from 1.9% in 2005 and 2.3% in 2004.”
Churn (wireless postpaid and total): 1.8% (2006) — “Our wireless segment churn rate was 1.8% in 2006, down from 2.2% in 2005 and 2.7% in 2004.”
Churn (Cingular Wireless cellular/PCS): 1.8% (Q3 2006) — “Our subscriber churn of 1.8% for the three months ended September 30, 2006 represents an improvement of 50 basis points from the prior year corresponding period”
Churn (Cingular wireless (prepaid and postpaid)): 1.8% (Q3 2006) — “Cingular's churn rate was 1.8% in the third quarter and for the first nine months of 2006, down from 2.3% in the third quarter and 2.2% for the first nine months of 2005”
Churn (Cingular Wireless postpaid): 1.5% (Q2 2006) — “Postpaid churn for both the three and six months ended June 30, 2006 was 1.5%, down from 1.8% and 1.9%”
Churn (Cingular Wireless cellular/PCS): 1.7% (Q2 2006) — “For the three and six months ended June 30, 2006, our monthly cellular/ PCS churn rate was 1.7% and 1.8%, respectively, down from 2.2% in both corresponding prior year periods”
Churn (Cingular wireless postpaid): 1.5% (Q2 2006) — “The churn rate for Cingular's postpaid customers was 1.5% in the second quarter and for the first six months of 2006, down from 1.8% in the second quarter and 1.9%”
Churn (Cingular wireless (prepaid and postpaid)): 1.7% (Q2 2006) — “Cingular's churn rate was 1.7% in the second quarter and 1.8% for the first six months of 2006, down from 2.2% in the second quarter and for the first six months of 2005”
Churn (Cingular Wireless postpaid): 1.6% (Q1 2006) — “Postpaid churn for the first quarter of 2006 was 1.6 percent, down from 1.9 percent in the corresponding prior year period”
Churn (Cingular Wireless): 1.9% (Q1 2006) — “Customer churn of 1.9 percent in the first quarter of 2006 decreased 30 basis points compared to the same period in the prior year”
Churn (postpaid): 2.2% (FY2005) — “Customer churn of 2.2 percent in 2005 decreased 50 basis points compared to the prior year”
Churn (Cingular wireless (postpaid churn 1.6%)): 1.9% (Q1 2006) — “Cingular's churn rate was 1.9% in the first quarter of 2006, down from 2.2% in the first quarter of 2005.”
Churn (Cingular wireless): 2.2% (2005) — “Cingular's churn rate was 2.2% in 2005, down from 2.7% in 2004 and 2003”
Churn (Cingular postpaid): 2% (Q3 2005) — “The churn rate for Cingular's post-paid customers was 2.0% in the third quarter and 1.9% for the first nine months of 2005, down from a 2.4% churn rate in both the third quarter and for the first nine months of 2004.”
Churn (Cingular overall): 2.3% (Q3 2005) — “Cingular's churn rate was 2.3% in the third quarter and 2.2% for the first nine months of 2005, down from a 2.8% churn rate in the third quarter and 2.7% churn rate for the first nine months of 2004.”
Churn (Cingular postpaid): 1.8% (Q2 2005) — “Cingular's postpaid churn rate was 1.8% in the second quarter and 1.9% for the first six months of 2005, down from a 2.3% churn rate in both the second quarter and for the first six months of 2004.”
Churn (Cingular overall): 2.2% (Q2 2005) — “For the second quarter and the first six months of 2005, Cingular's churn rate was 2.2%, down from a 2.7% churn rate in the second quarter and first six months of 2004.”
Churn (Cingular wireless): 2.2% (Q1 2005) — “For the three months ended March 31, 2005, Cingular's wireless churn rate was 2.2%, down from a 2.7% churn rate”
Churn (Cingular): 2.7% (Q1 2004) — “Cingular's first quarter 2004 churn rate of 2.7% improved 10 basis points over the fourth quarter of 2003 of 2.8%”
Churn (Cingular cellular/PCS (wireless)): 2.7% (FY2003) — “During 2003 Cingular's cellular/PCS (wireless) churn was 2.7%, a slight improvement from the 2.8% churn from 2002.”
Churn (AT&T Wireless Group): 3% (Q1 2001, monthly) — “AT&T Wireless Group's average monthly churn rate in the first quarter of 2001 was 3.0% compared with 2.9% in the first quarter of 2000.”
Churn (AT&T Wireless Group): 2.9% (FY2000) — “AT&T Wireless Group's average monthly churn rate for the year ended December 31, 2000, was 2.9% compared with 2.6% for the year ended December 31, 1999.”
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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.