CBEYOND, INC.
In their words
“Average Monthly Churn Rate 1.6% 1.7% for fourth quarter vs fourth quarter 2012”
“Average monthly churn rate 1.7% in the three months ended September 30, 2013 compared to 1.6%”
“Our average customer churn rate was 1.6% for 2012, representing a slight increase over prior periods.”
Disclosed NPS over time
Every Net Promoter Score CBEYOND, INC. has published, by date.
NPS disclosures (3)
• customer satisfaction net promoter score of 22.9, a slight decrease from 23.5 in 2011 . • Fourth quarter 2012 2.0 revenue of $11.4 million.
…customer satisfaction net promoter score of 23.5, an increase from 20.9 in 2011.
We use a number of measurements to judge our progress in this area, including net promoter scores and other measures of customer satisfaction arising from customer surveys, customer churn rates, and network and application performance statistics.
Retention disclosures (35)
Churn (Network access customers): 1.7% (Q1 2014) — “Average monthly churn rate 1.7 % (Q1 2014) vs 1.6 % (Q1 2013)”
Churn (Network Access): 1.6% (Q1 2014) — “Average Monthly Churn Rate 1.6% 1.7% 0.1% 6.3% ... defined for a given month as the number of network access customers disconnected”
Churn (Network access): 1.7% (FY2013) — “Average monthly churn rate 1.7 % in 2013 and 1.6 % in 2012.”
Churn (Network Access Customers): 1.6% (Q4 2013) — “Average Monthly Churn Rate 1.6% 1.7% for fourth quarter vs fourth quarter 2012”
Churn (Network access customers): 1.7% (Q3 2013) — “Average monthly churn rate 1.7% in the three months ended September 30, 2013 compared to 1.6%”
Churn (network access): 1.6% (6M 2013, monthly) — “Average monthly churn rate 1.6 % 1.5 % 0.1 %”
Churn (Network Access Customers): 1.5% (Q1 2013) — “Average Monthly Churn Rate 1.5% 1.6% 0.1% 6.7% ... defined for a given month as the number of network access customers disconnected in that month”
Churn (Network access customers): 1.6% (FY2012) — “Our average customer churn rate was 1.6% for 2012, representing a slight increase over prior periods.”
Churn (Network Access Customers): 1.4% (Q4 2011) — “Average Monthly Churn Rate 1.4% 1.6% 0.2% 14.3%”
Churn (Network access): 1.5% (9M 2012) — “Average monthly churn rate 1.5 % 1.3 % 0.2 %”
Churn (Network Access): 1.4% (Q3 2012) — “Average Monthly Churn Rate 1.4% 1.6% 0.2% 14.3% for the three months ended September 30”
Churn (Core Managed Services): 1.5% (Q1 2012) — “Our average customer churn rate for Core Managed Services for the three months ended March 31, 2012 and 2011 was 1.5% and 1.3%, respectively.”
Churn (Core Managed Services): 1.3% (Q1 2012) — “Average monthly churn rate (Core Managed Services) 1.3% vs 1.5% prior year”
Churn (Core Managed Services): 1.4% (FY2011 monthly) — “Our average customer churn rate for Core Managed Services during 2011, 2010 and 2009 was 1.4%, 1.4% and 1.5%, respectively”
Churn (Core Managed Services customer locations): 1.3% (Q1 2011 (quarter ended March 31, 2011), monthly) — “Our customer churn rate for the quarter ended March 31, 2011 was 1.3%, consistent with the prior quarter and down from our highest churn rate, which was 1.5%”
Churn (Core Managed Services): 1.4% (FY2010) — “customer churn rate, which averaged approximately 1.4%, 1.5% and 1.3% for the years ended December 31, 2010, 2009 and 2008, respectively”
Churn (Core Managed Services): 1.3% (Q4 2010, monthly) — “Monthly customer churn of 1.3% in the fourth quarter of 2010 as compared with 1.4% in the third quarter of 2010”
Churn: 1.4% (Q1 2010) — “Monthly customer churn of 1.4% in the first quarter of 2010 as compared with 1.5% in the fourth quarter of 2009”
Churn: 1.5% (Q4 2009) — “Monthly customer churn of 1.5% in the fourth quarter of 2009 as compared to 1.4% in the third quarter of 2009”
Churn: 1.5% (Q1 2009) — “Monthly customer churn of 1.5% in the first quarter of 2009 as compared to 1.4% in the fourth quarter of 2008.”
Churn: 1.1% (FY2007) — “customer churn rate, which averaged approximately 1.3% and 1.1% for the years ended December 31, 2008 and 2007, respectively”
Churn: 1.3% (FY2008) — “customer churn rate, which averaged approximately 1.3% and 1.1% for the years ended December 31, 2008 and 2007, respectively”
Churn: 1.4% (Q4 2008) — “Monthly customer churn rate of 1.4% for the fourth quarter of 2008.”
Churn (Cbeyond total): 1.3% (Q2 2008 (monthly)) — “Monthly customer churn of 1.3% in the second quarter of 2008 as compared to 1.3% in the first quarter of 2008”
Churn: 1.3% (Q1 2008) — “Monthly customer churn of 1.3% in the first quarter of 2008 as compared to 1.4% in the fourth quarter of 2007”
Churn (quarterly customer): 1.1% (FY2007) — “This value proposition, along with our fixed-length contracts, has been crucial to achieving our historical quarterly customer churn rate, which averaged approximately 1.1% for the year ended December 31, 2007.”
Churn: 1% (Q4 2007) — “Average monthly churn rate 1.0 % 1.4 % 0.4 % 40.0 %”
Churn: 1.1% (Q3 2007) — “Average monthly churn rate 1.0 % 1.1 %”
Churn (Cbeyond customers): 1% (Q1 2007) — “Average monthly churn rate 1.0 %”
Churn: 1% (Q4 2006) — “Average monthly churn rate 0.9 % 1.0 %”
Churn (customer locations): 1% (monthly) — “low historical monthly customer churn rate of 1.0%”
Churn: 1% (Q1 2006) — “Average monthly churn rate 1.0%”
Churn (CBeyond Communications customers): 1% (year ended December 31, 2005) — “historical monthly customer churn rate, which averaged approximately 1% for the year ended December 31, 2005”
Churn: 0.9% (Q1 2005) — “Average monthly churn rate 0.9 % 1.0 % (0.1 )% (10.0 )%”
Churn: 1% (FY2004, monthly) — “Average monthly churn rate (4) 1.3% 0.9% 1.0%”
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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.