NPS Intelligence (beta)

Wireless net additions reached a new record and NPS improved again year-over-year, reflecting better customer perception of our service experience.

Comcast rolled out same-day access to Wi-Fi broadband gateways with expectations to improve net promoter scores.

We're seeing higher gig tier mixes, accelerating mobile attach and higher NPS, all of which will benefit us into the future.

…year over year in the near term, return to revenue and EBITDA growth, drive higher mobile penetration, and create much better customer outcomes, which include higher relationship and transactional Net Promoter Scores, lower effort, and stronger loyalty.

Comcast is integrating the Net Promoter System into its way of working to incorporate employee and customer feedback.

Customer Experience Comcast Cable’s customer experience includes our net promoter score (“NPS”), unique and agent contact rate and other customer experience metrics.

T-Mobile marketing campaign highlights that Comcast is rated with a negative Net Promoter Score.

In 2021, our agent-handled calls were reduced by 14%, truck rolls were reduced by 18%, and our net promoter scores increased by 20% — collectively showing that our self-help tools and processes continue to improve customer experience metrics.

In fact, this past quarter, total calls handled by our agents decreased 18% year-over-year and truck rolls declined by 16% while we continue to grow our customer base and increase our NPS scores.

Comcast CFO noted that wireless attachment leads to higher NPS and lower churn versus broadband-only customers.

He helped develop game-changing products, including scaling X1 and most recently led a successful effort to redefine how we interact with customers, which has resulted in significantly higher NPS scores and lower operating costs.

Customer experience includes our relational net promoter score, unique contact rate and other customer experience metrics. Product churn relates to the stability of our cable customer base and customer net additions.

Comcast Advertising appoints new customer experience leader to oversee Net Promoter System implementation.

Xfinity achieved its highest Net Promoter Score ever through a streaming campaign.

Peacock is the top performing US SVOD of Q3 with a Net Promoter Score of +9, though scores drop lower in other segments.

We delivered outstanding growth in customer relationships and also improved our NPS scores while reducing total agent-handled calls by 15% and lowering truck rolls by 10% year-over-year.

Comcast CIO notes net promoter scores have risen as the company expands self-service solutions.

Comcast Business reports higher NPS results from SMBs on new X1-powered navigation app.

And it all comes back to what we give our customers and we see how well Sky's performance has been and customer experience and NPS make great progress on the cable side taking truck rolls out and calls as we've heard NPS performance improvement.

(j) “ NPS ” means Net Promoter Score, an index ranging from -100 to +100, that measures the willingness of customers to recommend a company’s products or services to others, as determined for any calendar year by the Committee in good faith.

…– $84.6555 $84.656 > $84.656 – $85.55 > $85.55 0% 4% – < 10% 10% > 10% – 14% 15% Actual 2017 Achievement $84.53 9.4% Customer Experience (measured by Customer Net Promoter Score levels) 0% – 28% Actual 2017 Achievement 0% Product Churn (2) 0% – 20%…

Comcast conducted one of the largest Net Promoter System rollouts in the country to ensure unvarnished customer feedback guides decisions.

Comcast Everett call center reports shift in net promoter sentiment from more negative to more positive customer feedback.

Comcast claimed a double-digit percentage improvement in Net Promoter Score three years after the 'Ryan Block call' incident.

Comcast boasts the largest net promoter score worldwide, supported by $300 million investment in Chicago region.

…-- it's really more of a cultural change than anything and getting the whole culture focused on the customer experience we put in one measurement system, Net Promoter System and everyone is measured on that and paid on that including Brian and myself.

Even as we have expanded the base of X1 customers, the positive benefits continue with better retention, improved customer satisfaction, and higher Net Promoter Scores for X1 customers.

Xfinity customers report pricing increases and perceived deprioritization of customer retention.

Comcast rolls out loyalty offers including price guarantees and bundled packages aimed at improving customer retention.

Comcast is pursuing customer retention efforts including the Xfinity Membership loyalty program and pausing internet price hikes.

Executive appointed as division vice president of customer retention at Comcast NBCUniversal.

Comcast and Spectrum face accelerating churn due to price hikes and expiring subsidies in 2024.

Xfinity Mobile is positively impacting customer retention and attracting new customers.

Cable providers offer wireless service to improve customer retention.

Comcast's customer service improvements support customer loyalty initiatives.

Comcast beats Q4 earnings expectations and boosts dividend as customer retention performance surprises positively.

Comcast's Xfinity Mobile service has attracted 600,000 customer lines in its first year, primarily from Verizon and AT&T.