NPS Intelligence (beta)

These and other improvements drove a 28-point improvement in our bundled sales NPS scores during the year. • Advance the Entertainment Experience Both Inside and Outside of the Home.

One way we do so is by measuring our Net Promoter Score, or NPS, which is a standard metric that surveys our customers' willingness to recommend DIRECTV to a friend or family member by sorting them into promoters, neutrals and detractors.

One way we do so is by measuring our Net Promoter Score, or NPS, which is a standard metric that surveys our customers' willingness to recommend DIRECTV to a friend or family member by sorting them into promoters, neutrals and detractors.

One way we do so is by measuring our Net Promoter Score, or NPS, which is a standard metric that surveys our customers' willingness to recommend DIRECTV to a friend or family member by sorting them into promoters, neutrals and detractors.

DIRECTV uses CallMiner's conversation intelligence platform to improve customer retention and loyalty.

Churn (DIRECTV Latin America Post-paid): 2.34% (Q2 2015) — “Average monthly post-paid subscriber churn % 2.34 % vs 1.90 % [prior year Q2]”

Churn (DIRECTV Latin America Total): 2.71% (Q2 2015) — “Average monthly total subscriber churn % 2.71 % vs 2.10 % [prior year Q2]”

Churn (DIRECTV U.S.): 1.56% (Q2 2015) — “Average monthly subscriber churn % 1.56 % vs 1.55 % [prior year Q2]”

Churn (Sky Brasil - Post-paid): 2.15% (Q1 2015) — “Average Monthly Post-paid Subscriber Churn (5) 2.15 % 1.85 %”

Churn (Sky Brasil - Total): 2.34% (Q1 2015) — “Average Monthly Total Subscriber Churn (5) 2.34 % 2.13 %”

Churn (DIRECTV Latin America - Total): 2.31% (Q4 2014) — “Average Monthly Total Subscriber Churn (5) 2.31% vs 2.21% for fourth quarter 2013.”

Churn (DIRECTV U.S.): 1.37% (Q4 2014) — “Average Monthly Subscriber Churn 1.37% versus 1.41% for fourth quarter 2013.”

Churn (DIRECTV Latin America postpaid): 2.06% (Q3 2014) — “Average Monthly Post-paid Subscriber Churn 2.06%”

Churn (DIRECTV Latin America): 2.99% (Q3 2014) — “Average Monthly Total Subscriber Churn 2.99%”

Churn (DIRECTV U.S.): 1.73% (Q3 2014) — “Average Monthly Subscriber Churn 1.73%”

Churn (DIRECTV Latin America - Postpaid): 1.9% (Q2 2014) — “Average Monthly Post-paid Subscriber Churn (5) 1.90 %”

Churn (DIRECTV Latin America - Total): 2.1% (Q2 2014) — “Average Monthly Total Subscriber Churn (5) 2.10 %”

Churn (DIRECTV U.S.): 1.55% (Q2 2014) — “Average Monthly Subscriber Churn 1.55 %”

Churn (Sky Brasil): 2.13% (Q1 2014) — “Average Monthly Total Subscriber Churn 2.13 % [Sky Brasil Q1 2014 vs 1.88% Q1 2013]”

Churn (DIRECTV U.S.): 1.45% (Q1 2014) — “Average Monthly Subscriber Churn 1.45 % [DIRECTV U.S. Q1 2014]”

Churn (DTVLA Post-paid): 1.85% (Q4 2013) — “Average Monthly Post-paid Subscriber Churn (5) 1.85 %”

Churn (DTVLA Total): 2.21% (Q4 2013) — “Average Monthly Total Subscriber Churn (5) 2.21 % for fourth quarter”

Churn (DIRECTV U.S.): 1.5% (FY 2013) — “The change in the monthly churn rate from 1.53% to 1.50% in 2013”

Churn (DIRECTV U.S.): 1.41% (Q4 2013) — “Average Monthly Subscriber Churn 1.41 % ... compared with the fourth quarter of 2012 ... 1.43 %”

Churn (DIRECTV Latin America): 2.27% (Q3 2013) — “Average Monthly Total Subscriber Churn 2.27 % 1.91 %. Total average monthly churn increased to 2.27%”

Churn (DIRECTV U.S.): 1.61% (Q3 2013) — “Average Monthly Subscriber Churn 1.61 % 1.74 %. DIRECTV U.S. net subscriber additions increased in the quarter relative to the prior year period principally due to a lower average monthly churn rate of 1.61%.”

Churn (DIRECTV Latin America): 3.1% (Q2 2013) — “Average Monthly Total Subscriber Churn 3.10 % 1.80 %. Total average monthly churn increased to 3.10%”

Churn (DIRECTV U.S.): 1.53% (Q2 2013) — “Average Monthly Subscriber Churn 1.53 % 1.53 %. The average monthly churn rate in the quarter was unchanged at 1.53%.”

Churn (DIRECTV Latin America): 1.88% (Q1 2013) — “Average Monthly Total Subscriber Churn 1.88 % 1.80 %. Total average monthly churn increased to 1.88%”

Churn (DIRECTV U.S.): 1.45% (Q1 2013) — “Average Monthly Subscriber Churn 1.45 % 1.44 %. The average monthly churn rate in the quarter was relatively unchanged at 1.45%.”

Churn (DIRECTV Latin America): 1.75% (Q4 2012) — “Average Monthly Total Subscriber Churn 1.75 % 1.65 % ... average monthly churn increased to 1.75% primarily due to higher churn from middle market subscribers”

Churn (DIRECTV U.S.): 1.43% (Q1 2013) — “Average Monthly Subscriber Churn 1.43 % 1.52 % ... The lower churn rate was mainly driven by a greater percentage of subscribers on commitments”

Churn: 1.57% (nine months 2012) — “Average monthly subscriber churn % 1.57% flat compared to prior year”

Churn (DIRECTV Latin America post-paid): 1.54% (Q3 2012) — “Average monthly post-paid subscriber churn % 1.54% compared to 1.39% prior year”

Churn (DIRECTV Latin America total): 1.91% (Q3 2012) — “Average Monthly Total Subscriber Churn 1.91 %; Average Monthly Post-paid Subscriber Churn 1.54 %”

Churn (DIRECTV U.S.): 1.74% (Q3 2012) — “Average Monthly Subscriber Churn 1.74 % compared to 1.62% prior year; higher churn rate in the quarter was principally driven by a contract dispute”

Churn (DIRECTV Latin America postpaid): 1.42% (2011 monthly) — “Average monthly post paid subscriber churn % 1.42 %”

Churn (DIRECTV Latin America): 1.78% (2011 monthly) — “Average monthly total subscriber churn % 1.78 %”

Churn (DIRECTV U.S.): 1.48% (Nine months ended Sept 30, 2012) — “Average monthly subscriber churn % 1.48 % 1.55 %”

Churn (DIRECTV Latin America total): 1.8% (Q2 2012) — “Average Monthly Total Subscriber Churn 1.80 %; Average Monthly Post-paid Subscriber Churn 1.51 %”

Churn (DIRECTV U.S.): 1.53% (Q2 2012) — “Average Monthly Subscriber Churn 1.53 %; Net Subscriber Additions (Losses) (52 )”

Churn (DIRECTV Latin America): 1.8% (Q1 2012) — “Also positively impacting net additions was lower total average churn of 1.80%”

Churn (DIRECTV U.S.): 1.44% (Q1 2012) — “DIRECTV U.S. adds 81,000 new subscribers in the quarter as churn drops 6 basis points to 1.44%”

Churn (DIRECTV Latin America): 1.42% (FY2011) — “decline in monthly post paid churn to 1.42%”

Churn (DIRECTV U.S.): 1.56% (FY2011) — “modest increase in the average monthly churn rate to 1.56% on a larger subscriber base”

Churn (DIRECTV U.S.): 1.52% (Q4 2011) — “increase in the average monthly churn rate to 1.52%”

Churn (DIRECTV Latin America total): 1.83% (Q3 2011) — “Average monthly total subscriber churn % 1.83% compared to 2.00% prior year”

Churn (DIRECTV Latin America postpaid): 1.39% (Q3 2011) — “decline in monthly post paid churn in the quarter to 1.39%. Gross additions were higher”

Churn (DIRECTV U.S.): 1.62% (Q3 2011) — “lower average monthly churn rate of 1.62%. The ARPU increase to $92.21”

Churn (DIRECTV U.S. subscribers): 1.55% (6M 2011) — “Average monthly subscriber churn % 1.55 % 1.49 % — 4.0 % ... higher churn resulting from a more competitive environment”

Churn (DIRECTV Latin America postpaid): 1.44% (Q2 2011) — “slight decline in post-paid churn to 1.44% driven by lower churn in Brazil and Venezuela”

Churn (DIRECTV U.S.): 1.59% (Q2 2011) — “Net additions declined to 26,000 as the increase in gross additions was more than offset by a higher average monthly churn rate of 1.59%”

Churn (DIRECTV Latin America postpaid): 1.43% (Q1 2011) — “a decline in post-paid churn to 1.43% driven by lower churn in Brazil and Venezuela”

Churn (DIRECTV U.S.): 1.5% (Q1 2011) — “Average Monthly Subscriber Churn 1.50 %”

Churn (DIRECTV Latin America): 1.55% (Q4 2010) — “average monthly churn was relatively unchanged at 1.55% while post-paid churn declined 8 basis points to 1.37%”

Churn (DIRECTV Latin America): 1.77% (FY2010) — “average monthly churn rate of 1.77%. The higher gross additions were largely due to continued strong demand”

Churn (DIRECTV U.S.): 1.44% (Q4 2010) — “churn declined to 1.44% primarily due to improved customer offers and segmentation”

Churn (DIRECTV U.S.): 1.53% (FY2010) — “average monthly churn was unchanged at 1.53% resulting in net additions of 663,000”

Churn (DIRECTV U.S.): 1.56% (9M 2010) — “Average monthly subscriber churn % 1.56 % 1.53 % — 2.0 %”

Churn (DIRECTV Latin America): 2% (Q3 2010) — “Average monthly subscriber churn % 2.00 % 1.75 % — 14.3 %”

Churn (DIRECTV U.S.): 1.7% (Q3 2010) — “Average monthly subscriber churn % 1.70 % 1.72 % — (1.2 )%”

Churn (DIRECTV Latin America): 1.63% (Q2 2010) — “Average monthly subscriber churn % 1.63% ... decreased in the quarter”

Churn (DIRECTV U.S.): 1.51% (Q2 2010) — “Average monthly subscriber churn % 1.51%”

Churn: 1.48% (Q1 2010) — “Average monthly subscriber churn % 1.48 % 1.33 % — 11.3 %”

Churn (DIRECTV Latin America): 1.54% (Q4 2009) — “Average monthly subscriber churn 1.54% in the fourth quarter of 2009...5 basis point decline in the average monthly churn rate to 1.54%.”

Churn (DIRECTV U.S.): 1.52% (Q4 2009) — “Average Monthly Subscriber Churn 1.52% resulted in net subscriber additions of 119,000 in the quarter.”

Churn (DIRECTV Latin America): 1.75% (Q3 2009) — “Average monthly churn rate to 1.75%”

Churn (DIRECTV U.S.): 1.72% (Q3 2009) — “Customer disconnects were higher in the quarter due to a higher monthly churn rate of 1.72% on a larger subscriber base”

Churn (DIRECTV Latin America): 1.91% (Q2 2009) — “churn increased to 1.91% primarily due to the impact from continued growth in DTVLA's pre-paid business.”

Churn (DIRECTV U.S.): 1.51% (Q2 2009) — “a monthly churn rate of 1.51%”

Churn (DIRECTV Latin America): 1.86% (Q1 2009, monthly) — “Monthly churn of 1.86% was higher than the prior year's quarter”

Churn (DIRECTV U.S.): 1.33% (Q1 2009, monthly) — “the Lowest Monthly Churn Rate in 10 Years of 1.33%”

Churn (DIRECTV Latin America): 1.59% (Q4 2008) — “Average monthly churn in the quarter to 1.59%”

Churn (DIRECTV U.S.): 1.47% (FY 2008) — “Lowest monthly churn level in 9 years at 1.47%”

Churn (DIRECTV U.S.): 1.42% (Q4 2008) — “Maintaining a low churn rate of 1.42%”

Churn (DIRECTV Latin America): 2.13% (Q3 2008) — “In the third quarter of 2008, DIRECTV Latin America's gross subscriber additions increased 9% however, net additions declined to 79,000 primarily due to higher monthly churn of 2.13%.”

Churn (DIRECTV U.S.): 1.64% (Q3 2008) — “Net subscriber additions of 156,000 were lower than last year's third quarter primarily due to a slight decline in gross additions and a monthly churn rate of 1.64%.”

Churn (DIRECTV Latin America): 1.81% (Q2 2008) — “Average Monthly Subscriber Churn 1.81% in the second quarter of 2008, higher aggregate churn of 1.81% in the region”

Churn (DIRECTV U.S.): 1.49% (Q2 2008) — “DIRECTV U.S. Net Additions of 129,000 Driven by Lowest Second Quarter Monthly Churn Rate in Four Years of 1.49%”

Churn (DIRECTV Latin America): 1.57% (Q1 2008) — “In the first quarter of 2008, DIRECTV Latin America net subscriber additions more than doubled to 200,000 compared to the same period last year. The increase was due to higher gross additions mainly in Brazil, Venezuela and Argentina, partially offset by higher churn of 1.57%”

Churn (DIRECTV U.S.): 1.36% (Q1 2008) — “DIRECTV U.S. Net Subscriber Additions of 275,000 Driven by Higher Gross Additions and the Lowest First Quarter Monthly Churn Rate in 10 Years of 1.36%”

Churn (DIRECTV Latin America): 1.38% (FY2007, monthly) — “decline in aggregate churn to 1.38%”

Churn (DIRECTV U.S.): 1.51% (FY2007, monthly) — “Average monthly churn for the year declined to 1.51%”

Churn (DIRECTV Latin America): 1.35% (Q4 2007) — “Continued low monthly churn of 1.35% drove a more than doubling of net additions to 199,000 in the fourth quarter.”

Churn (DIRECTV U.S.): 1.42% (Q4 2007) — “Average monthly churn declined to 1.42% primarily due to increased sales of HD and DVR services, as well as more stringent credit policies.”

Churn (DIRECTV Latin America): 1.41% (Q3 2007) — “decline in aggregate churn to 1.41% in the current quarter primarily due to improved performance in Brazil and Venezuela”

Churn (DIRECTV U.S.): 1.61% (Q3 2007) — “average monthly churn declined to 1.61% primarily due to increased sales of HD and DVR services”

Churn (DIRECTV Latin America): 1.38% (Q2 2007, monthly) — “a large reduction in the monthly churn rate to 1.38%”

Churn (DIRECTV U.S.): 1.58% (Q2 2007, monthly) — “average monthly churn declined to 1.58% primarily due to increased sales of HD and DVR services”

Churn (DIRECTV Latin America): 1.4% (Q1 2007, monthly) — “Also contributing to the net subscriber increase was a decline in aggregate churn from 1.56% to 1.40% in the current quarter”

Churn (DIRECTV U.S.): 1.44% (Q1 2007, monthly) — “The Lowest Monthly Churn Rate in 3 Years of 1.44%”

Churn (DIRECTV Latin America): 1.46% (FY2006) — “decline in aggregate churn from 1.67% to 1.46% in the current year”

Churn (DIRECTV Latin America): 1.29% (Q4 2006) — “decline in aggregate churn from 1.76% to 1.29% in the current quarter”

Churn (DIRECTV U.S.): 1.6% (FY2006) — “reduction in average monthly churn from 1.70% to 1.60% in 2006”

Churn (DIRECTV U.S.): 1.57% (Q4 2006) — “monthly churn rate from 1.70% last year to 1.57% in the current quarter, the biggest improvement in over 3 years”

Churn (DIRECTV U.S.): 1.8% (Q3 2006) — “average monthly churn rate down from 1.89% last year to 1.80% in the current period”

Churn: 1.59% (Q2 2006) — “Results Bolstered by Lower Monthly Churn of 1.59% and Strong ARPU Growth of 5.6%”

Churn (DIRECTV U.S.): 1.45% (Q1 2006) — “average monthly churn fell to 1.45% in the quarter”

Churn (DIRECTV U.S.): 1.7% (Q4 2005) — “monthly churn was 1.70% in the fourth quarter compared to 1.89% in the third quarter”

Churn (DIRECTV U.S.): 1.89% (Q3 2005, monthly) — “DIRECTV's average monthly churn rate of 1.89% in the quarter remained unacceptably high primarily due to an increase in involuntary churn”

Churn (DIRECTV U.S.): 1.69% (Q2 2005, monthly) — “average monthly churn rate in the quarter of 1.69% primarily resulting from an increase in involuntary churn”

Churn (DIRECTV U.S. owned and operated): 1.67% (Q3 2004) — “Average monthly subscriber churn in owned and operated territories increased to 1.67% in the quarter”

Churn (DIRECTV U.S.): 1.4% (Q1 2004) — “DIRECTV U.S. Achieves 1.4% Average Monthly Churn Rate, the Lowest in Over Four Years”

Churn (DIRECTV U.S. owned and operated): 1.5% (2003) — “Average monthly subscriber churn %(2) 1.5 % 1.6 % (0.1 )%; The improvement in average monthly churn to 1.5% in 2003”

Churn (DIRECTV U.S.): 1.5% (FY2003) — “Average monthly churn declined to 1.5% in 2003 compared with 1.6% in 2002”

Churn (DIRECTV U.S.): 1.45% (Q4 2003) — “DIRECTV U.S. achieves 1.45% average monthly churn rate in the fourth quarter...the lowest rates in over four years”