Charter Communications
charter.com ↗In their words
“Internet customers that also purchase our mobile product churn nearly 40% less than Internet customers who don't have mobile.”
“Customer churn for expanded basic customers for activate is 1/3 lower, and it is meaningfully lower across all customer tenure.”
“Retention rate (Former ACP (Affordable Connectivity Program) customers): 90% (Q4 2024) — “we kept roughly 90% of former ACP customers connected”
NPS disclosures (11)
Charter executive brings record of improving net promoter scores.
Charter Communications indicated opportunities to improve its Net Promoter Score and service reputation.
Changing perception takes time, but the organization is increasingly focused on customer satisfaction, and we're incentivized around NPS. And we're doing the right things from a resource allocation, customer mindset and organizational perspective to…
Beyond the obvious share price incentives, NPS scores and other service-related metrics now drive a meaningful part of our overall annual incentive structure.
60-point positive swing in its customer Net Promoter Score (NPS)
Charter's customer Net Promoter Score improved by 60 points during COO Nick Jeffery's leadership.
In 2026, for the first time, granule incentives will include net promoter scores. We have competitive advantage with our service capabilities, and we're gonna make sure we earn credit the reputation that reflects that significant investment from our…
And the eventual impact, obviously, in the end isn't really just about cost. It's really about having better retention and having a better Net Promoter Score and customer satisfaction in the marketplace, which drives sales as well.
Charter Communications reported better early tenure retention and rising net promoter score in Q1.
But I do agree, generally, we see the same overall trend that net promoter score is increasing. That's a function of the price and packaging.
But at the same time, we really had not gotten the credit, I think, in the marketplace from customer satisfaction or NPS the way that we thought that reflected the investment that we've made.
Retention disclosures (16)
Spectrum employs broader retention strategy including free Amazon Prime, faster installation, and Wi-Fi backup to stem customer losses.
Charter Communications lost 172,000 internet customers in Q2 2026, highlighting ongoing customer retention challenges.
Churn (Internet customers with mobile vs without): 40% (Q2 2026) — “Internet customers that also purchase our mobile product churn nearly 40% less than Internet customers who don't have mobile.”
Spectrum suffers heavy customer losses with 12,600 net residential broadband customer losses sequentially, indicating continued retention challenges.
Charter's Q1 results show narrowed customer losses as the cable subscription model shifts toward defensive retention strategies.
Churn (expanded basic video customers with activated apps): 33% (Q1 2026) — “Customer churn for expanded basic customers for activate is 1/3 lower, and it is meaningfully lower across all customer tenure.”
Spectrum addresses customer attrition problem, loses cable and internet customers despite retention initiatives.
Charter Communications navigating customer attrition through bundled services strategy.
Charter Communications focuses on customer retention and driving growth through bundled services.
Retention rate (Former ACP (Affordable Connectivity Program) customers): 90% (Q4 2024) — “we kept roughly 90% of former ACP customers connected”
Charter Communications' Spectrum launches cheaper internet plans to boost broadband customer retention.
Charter launches cheaper internet plans to boost broadband customer retention amid competition from streaming services.
Charter Communications lost 149,000 internet customers following the end of the Affordable Connectivity Program, prompting the company to seek new retention strategies.
Charter Communications faces challenges in customer retention alongside mixed Q2 2024 results with growth in mobile lines and EBITDA.
Spectrum's customer retention department uses discounts and financial incentives to retain customers.
Charter Communications is opening a new customer retention center in Overland Park, Kansas, expected to create over 500 jobs.
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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.