Cogent Communications Holdings, Inc.
cogentco.com ↗In their words
“Off-net churn rate is primarily driven by the reduction in the acquired Sprint customer base. And that rate was 2.3%, an increase from 1.7% last quarter”
“Our on-net monthly churn rate slightly increased to 1.3% from 1.2% last quarter”
“Our off-net churn rate is primarily driven by the reduction in the acquired Sprint customer base, and it was 1.7%, moderation from 1.9% last quarter”
Disclosed NPS over time
Every Net Promoter Score Cogent Communications Holdings, Inc. has published, by date.
NPS disclosures (11)
With the assistance of our CEO, the Board reviewed the Company’s Net Promoter Score, which measures the willingness of the Company’s customers to recommend our services to others.
With the assistance of our CEO, the Board reviewed the Company’s Net Promoter Score, which measures the willingness of the Company’s customers to recommend our services to others.
With the assistance of our CEO, the Board reviewed the Company’s Net Promoter Score, which measures the willingness of the Company’s customers to recommend our services to others.
With the assistance of our CEO, the Board reviewed the Company’s Net Promoter Score, which measures the willingness of the Company’s customers to recommend our services to others.
With the assistance of our CEO, the Board reviewed the Company’s Net Promoter Score, which measures the willingness of the Company’s customers to recommend our services to others.
We pride ourselves in the fact that we have a Net Promoter Score from our customers in the mid-60s. We answer phones with a domestic engineer in less than 20 seconds.
With the assistance of our CEO, the Board reviewed the Company’s Net Promoter Score, which measures the willingness of the Company’s customers to recommend our services to others.
…We are gratified by how strong our customers' reactions have been to our superior service level and service qualities demonstrated by our Net Promoter Score of 65.
Cogent's Net Promoter scores are 64, some of the highest in the industry and much higher than industries across many other segments. Our multiyear constant currency revenue growth of 10% and our EBITDA margin expansion rate is 200 basis points per year.
For 2019, the Company's Net Promoter Score was 64, which is outstanding for an internet service provider. In addition, an independent vendor, Atlantic ACM, published its own estimate of customer satisfaction and ranked us with the second highest score…
…out and lowering prices for existing customers, we typically win their trust and confidence as part of the reason why our net promoter scores remain in the mid 60s, which is extremely high about five times higher than telecom service provider averages.
Retention disclosures (56)
Churn (off-net): 2.3% (Q2 2026) — “Off-net churn rate is primarily driven by the reduction in the acquired Sprint customer base. And that rate was 2.3%, an increase from 1.7% last quarter”
Churn (on-net IP): 1.3% (Q2 2026) — “Our on-net monthly churn rate slightly increased to 1.3% from 1.2% last quarter”
Churn (off-net): 1.7% (Q1 2026) — “Our off-net churn rate is primarily driven by the reduction in the acquired Sprint customer base, and it was 1.7%, moderation from 1.9% last quarter”
Churn (wavelength): 0.5% (Q4 2025) — “our wavelength monthly churn rate has been less than 0.5%, so relatively insignificant”
Churn (off-net): 1.9% (Q4 2025) — “Our off-net unit monthly churn rate was 1.9%, compared to 2.1% last quarter”
Churn (on-net IP): 1.2% (Q4 2025) — “Our on-net unit monthly churn rate this quarter was 1.2% compared to 1.3% last quarter”
Churn (off-net): 2.1% (Q3 2025) — “Our off-net churn rate was 2.1%, a slight improvement from 2.3% last quarter”
Churn (off-net): 2.3% (Q2 2025) — “Our off-net unit churn rate was 2.3%, a slight increase from 2.2% last quarter”
Churn (off-net): 2.2% (Q1 2025) — “off-net monthly churn rate was 2.2%”
Churn (on-net): 1.4% (Q1 2025) — “Our on-net monthly churn rate was 1.4%”
Churn (off-net): 2.6% (Q4 2024) — “our off-net unit monthly turn rate was 2.6% this quarter the same as last quarter”
Churn (on-net): 1.3% (Q4 2024) — “Our on-net unit monthly churn rate was 1.3% this quarter compared to 1.2% last quarter”
Churn (off-net): 2.6% (Q3 2024) — “Our off-net unit monthly churn rate increased to 2.6% this quarter from 2.3% last quarter”
Churn (off-net): 2.3% (Q2 2024) — “Our off-net churn rate did tick up. It was 2.3% this quarter, 2.1% last quarter”
Churn (off-net): 2.1% (Q1 2024) — “Our off-net unit monthly churn rate was 2.1% compared to 1.3% last quarter”
Churn (on-net): 1.4% (Q1 2024) — “Our on-net unit churn monthly rate was 1.4% compared to 1.2% last quarter”
Churn (IPv4): 0.8% (annual) — “The churn rate and IPV4 leasing is [ 0.8% of 1% ] annually, almost 15 times better than the churn rate in our bandwidth business”
Churn (off-net): 1.3% (Q4 2023) — “Our off-net unit monthly churn rate was 1.3% this quarter and improvement from 1.5% last quarter”
Churn (on-net): 1.2% (Q4 2023) — “Our on-net unit monthly churn rate was 1.2% for the quarter, which was a material improvement from 1.8% last quarter”
Churn (off-net): 1.5% (Q3 2023) — “Our off-net unit churn rate was 1.5% for the quarter which was a slight decrease from 1.6% last quarter.”
Churn (on-net): 1.8% (Q3 2023) — “Our on-net unit churn rate was 1.8% for the quarter, up from 1.4% last quarter.”
Churn (off-net): 1.6% (Q2 2023) — “off-net was 1.6%, also 1% last quarter.”
Churn (on-net): 1.4% (Q2 2023) — “Our on-net unit churn rate was 1.4% for the quarter compared to 1% last quarter”
Churn (off-net): 1% (Q1 2023) — “Both on-net and off-net were 1% for this quarter and that was the same as last quarter.”
Churn (off-net): 1.1% (Q4 2022) — “our off-net churn rate was 1.1% for this quarter compared to 1% last quarter.”
Churn (on-net): 1% (Q4 2022) — “Our on-net unit churn rate was 1% for the quarter, a slight improvement from 1.1% last quarter”
Churn (off-net): 1% (Q3 2022) — “our off-net unit churn rate was 1% this quarter and 1.1% last quarter.”
Churn (on-net): 1.1% (Q3 2022) — “Our on-net unit churn rate was 1.1% this quarter compared to 1% last quarter”
Churn (off-net): 1.1% (Q4 2021) — “Our off-net unit churn rate was 1.1% for this quarter, and unchanged from last quarter.”
Churn (on-net): 1% (Q4 2021) — “Our on-net unit churn rate was 1% for this quarter and was 0.9% last quarter.”
Churn (off-net): 1.1% (Q3 2021) — “Our off-net unit churn was 1.1% for this quarter as compared to 1.2% last quarter.”
Churn (on-net): 0.9% (Q3 2021) — “Our on-net unit churn rate was 0.9% for the quarter as compared to 1% last quarter.”
Churn (off-net): 1.2% (Q2 2021) — “Our off-net unit churn rate was 1.2% for this quarter as compared to 1.1% last quarter.”
Churn (on-net): 1% (Q2 2021) — “Our on-net unit churn rate was 1% for this quarter, the same churn rate as last quarter.”
Churn (off-net): 1.5% (Q3 2020) — “Our off-net unit churn was 1.5% for this quarter, an increase from 1.1% last quarter.”
Churn (on-net): 1.6% (Q2 2020) — “Our on-net unit churn rate was 1.6% for this quarter, an improvement from 1.1% last quarter.”
Churn (off-net): 1.2% (Q1 2020) — “Our off-net unit churn rate was 1.2% for this quarter, a slight increase from 1.1% last quarter.”
Churn (off-net): 1.1% (Q4 2019) — “Our off-net unit churn rate was 1.1% for this quarter with the exact same amount as we incurred last quarter.”
Churn (off-net): 1.2% (Q2 2019) — “our off-net unit churn rate, was 1.2% this quarter and was 1.1% last quarter”
Churn (on-net): 1.1% (Q2 2019) — “Our on-net churn rate was 1.1% for the quarter, that's a unit churn rate, and was 0.9% last quarter”
Churn (off-net): 1.1% (Q1 2019) — “our off-net churn rate was 1.1% this quarter, a slight increase from 1% last quarter”
Churn (on-net): 0.9% (Q1 2019) — “Our on-net unit churn rate was less than 1% at 0.9% for the quarter, which was an improvement from 1% last quarter”
Churn (off-net): 1% (Q4 2018) — “Our off-net unit churn rate was also 1% and that was an improvement from 1.2% from last quarter”
Churn (off-net): 1.1% (Q1 2018) — “Our off-net unit churn rate was 1.1% this quarter, which was also an improvement from 1.2% last quarter”
Churn (on-net): 1% (Q1 2018) — “Our on-net unit churn rate was 1% this quarter, which was an improvement from 1.1% last quarter”
Churn (off-net): 1.2% (Q4 2017) — “our off-net churn rate was 1.2% this quarter compared to 1.1% last quarter”
Churn (on-net): 1.1% (Q4 2017) — “Our on-net churn rate was 1.1% this quarter compared to 1% last quarter”
Churn (off-net): 1.1% (Q3 2017) — “our off-net churn rate was the same this quarter as last quarter, and was 1.1%”
Churn (on-net): 1% (Q3 2017) — “Our on-net churn rate improved to 1% for the quarter, which was an improvement from the 1.2% we experienced last quarter”
Churn (off-net customers): 1% (Q1 2017) — “our off-net unit churn rate was 1%, which also improved from 1.1% last quarter”
Churn (on-net customers): 1.2% (Q1 2017) — “Our on-net unit churn rate was 1.2%, down from 1.4% last quarter for an improvement”
Churn (off-net customers): 1.1% (Q4 2016) — “our off-net unit churn rate was 1.1% this quarter compared to 1% last quarter”
Churn (on-net customers): 1.4% (Q4 2016) — “Our on-net unit churn rate was 1.4% compared to 1.3% last quarter”
Churn (on-net customers): 1.3% (Q3 2016) — “Our on-net unit churn rate was 1.3% compared to 1% last quarter. That's within our historical norms.”
Churn (on-net and off-net customers): 1% (Q2 2016) — “Churn rate for both on-net and off-net was 1% for this quarter, which was the same rate as the first quarter”
Churn (off-net customers): 1% (Q1 2016) — “our off-net churn rate was also 1% for this quarter, improvement from 1.3% last quarter”
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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.