CHINA MOBILE LTD /ADR/
In their words
“The Group has also obtained an industry- leading 4G Customer Net Promoter Score and 4G network satisfaction. In respect of 5G, the Group has proactively driven 5G network development, building more than 50,000 5G base stations and providing 5G…”
“Conducted customer satisfaction and Net Promoter Score (NPS) surveys targeting key business areas including 4G, household broadband, and international roaming services to deliver 360-degree monitoring of the key elements of customer perception.”
“We continued to enjoy industry-leading customer satisfaction and net promoter score for our 4G services. 1 Household broadband blended ARPU = (revenue of household broadband business + household revenue from emerging business) / average number of…”
NPS disclosures (10)
The Group has also obtained an industry- leading 4G Customer Net Promoter Score and 4G network satisfaction. In respect of 5G, the Group has proactively driven 5G network development, building more than 50,000 5G base stations and providing 5G…
Conducted customer satisfaction and Net Promoter Score (NPS) surveys targeting key business areas including 4G, household broadband, and international roaming services to deliver 360-degree monitoring of the key elements of customer perception.
We continued to enjoy industry-leading customer satisfaction and net promoter score for our 4G services. 1 Household broadband blended ARPU = (revenue of household broadband business + household revenue from emerging business) / average number of…
We continued to enjoy industry-leading customer satisfaction and net promoter score for our 4G services. We have further strengthened our telecommunications infrastructure and network transmission capacity .
The net promoter score for our 4G services ranked No. 1 in the industry.
The net promoter score for our 4G services ranked No. 1 in the industry.
By introducing the net promoter score (NPS), we conduct 360-degree monitoring on the perception of 4G customers and all the key elements, which provides important information to improve our products and service quality.
4G penetration rate of our mobile customers attained 51.2% while the Net Promoter Score, which measures the likelihood of customer recommendation, is industry-leading.
4G penetration rate of our mobile customers attained 51.2% while the Net Promoter Score, which measures the likelihood of customer recommendation, is industry-leading.
China Mobile’s 4G customer Net Promoter Score leads the market. Our Company also achieved record highs in customer development.
Retention disclosures (20)
Churn (mobile customers): 2.06% (2019) — “Average monthly churn rate (%) … ”
Churn (Handset/Mobile): 2.32% (FY2018) — “Average monthly churn rate (%) … ”
Churn (postpaid mobile): 2.78% (FY2017) — “Average monthly churn rate (%) … ”
Churn (mobile): 3.13% (2016) — “Average Monthly Churn Rate (%) … ”
Churn (Mobile): 3.15% (FY2015) — “Average Monthly Churn Rate (%) … ”
Churn: 3.13% (FY2014) — “Average Monthly Churn Rate (%) … ”
Churn: 3.15% (2013) — “Average Monthly Churn Rate (%) … ”
Churn: 3.22% (2012) — “Average Monthly Churn Rate (%) … ”
Churn: 3.21% (2011, monthly) — “Average Monthly Churn Rate (%) … ”
Churn (China Mobile (all operations)): 3.22% (2010) — “Average Monthly Churn Rate (%) … ”
Churn: 3.3% (FY2009) — “Average Monthly Churn Rate (%) 2.64 [2007] 2.71 [2008] 3.30 [2009]”
Churn: 2.71% (FY2008) — “Average Monthly Churn Rate (%) (1) … ”
Churn: 2.64% (FY2007) — “Average Monthly Churn Rate (%) (1) … ”
Churn: 1.31% (2006, monthly) — “Average Monthly Churn Rate (%) 1.31”
Churn (blended (contract + prepaid)): 1.87% (FY2005) — “Average Monthly Churn Rate (%) ... Blended … ... … ”
Churn (blended): 1.31% (FY2004) — “Average Monthly Churn Rate (%) … ”
Churn: 1.05% (2003, monthly average) — “Average Monthly Churn Rate (%) … The increase of the average monthly churn rate in 2003 is primarily a result of intensified competition in the industry.”
Churn: 0.69% (2002, monthly) — “Average Monthly Churn Rate (%) (4)............. … ”
Churn: 6.6% (FY2001) — “Average Churn Rate (%) (1)............................ … ”
Churn (overall): 5.4% (FY2000) — “Average Churn Rate (%)................................... … for … respectively”
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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.