Liberty Global
libertyglobal.com ↗In their words
“And when you can drive 20 points of NPS and have your churn that's a big enough gap so to speak to support the premise that convergence works.”
“The O2 brand continues to perform very well, especially at the top end of the market with sector-leading churn well below 1%”
“The O2 brand continues to perform very well, especially at the top end of the market with sector-leading churn well below 1%”
Disclosed NPS over time
Every Net Promoter Score Liberty Global has published, by date.
NPS disclosures (50)
…to drive commercial momentum using fixed mobile convergence or FMC and flanker brands to support mobile sales, AI- based retention and marketing tools to improve churn and speed upgrades and loyalty programs to bolster NPS and harden the base.
The customer and operational milestones vary by each operating company and include various key performance indicators, including metrics such as net promoter score, market share and comparative churn rates.
In that customer cohort, we see higher ARPU, higher NPS and lower churn. Postpaid ARPU in the quarter was broadly stable given the inflation-linked price rise from Q2, offset by continued impact of our customer mix.
Price increases in 2023 NPS ambition to become industry benchmark Customer retention Relational net promoter score development Note: 1 Customer Care as a Service 35 ⚫ Innovative product portfolio based on state-of-the art networks ⚫ Reinforced Sunrise…
So I think in the VodafoneZiggo disclosure last night, you talked about improved Net Promoter Scores now related to FMC. It'd be great if you could share some detail about perhaps how your net promoter scores are performing in that business and if…
The customer and operational milestones vary by each operating company and include various key performance indicators, including metrics such as net promoter score, customer take-up of products or services and comparative churn rates.
In Q2, both FMC households and SIMs increased delivering significant NPS and customer loyalty benefits and B2B continues to go from strength to strength, mainly driven by SOHO.
…continues to improve its commercial momentum, as FMC households 8 grew by 6,400 in Q1 to over 1.5 million households, and FMC SIMs increased by 9,800 in Q1 to nearly 2.6 million, delivering significant Net Promoter Scores and customer loyalty benefits.
The customer and operational milestones vary by each operating company and include various key performance indicators, including metrics such as net promoter score, obtaining certain market share and comparative churn rates.
And when you can drive 20 points of NPS and have your churn that's a big enough gap so to speak to support the premise that convergence works.
It has achieved significant positive customer feedback, manifesting in high product net promoter score figures. Horizon 4 is marketed under the name “Telenet TV-Box” in Belgium, “Sunrise TV” in Switzerland, I-9 “Virgin TV360” in the U.K., through the…
At September 30th, VodafoneZiggo is passing 2.5 million converged SIMs and 1.5 million converged households 9 , which continues to drive improvement in Net Promoter Scores and reduce churn.
…execute its commercial strategy despite increased promotional intensity in the Dutch market, passing 2.5 million converged SIMs and 1.5 million converged households 9 and continuing to drive improvement in Net Promoter Scores and reduce churn.
And convergence continues to pay dividends in Holland with a total of 1.5 million FMC households now, where NPS is 19 points higher and customers are 50% less likely to churn.
…budgeted Adjusted EBITDA less P&E Additions on a proportionate basis (50%); ◾ target average customer relationship net promoter score ( rNPS ) on a proportionate basis (10%); and ◾ specified target goals and objectives of each participant’s…
Horizon 4 is available in all of our markets on the latest set top boxes capable of delivering 4K video content and achieved significant positive customer feedback, manifesting in high product net promoter score figures.
Added 9,000 converged households, driving improvements in Net Promoter Scores (NPS) and churn. VodafoneZiggo plans to deploy ~1 million SmartWiFi Plume pods across its customer base by year end in order to optimize their connectivity experience.
And that is driving a much higher NPS of about 20 points versus regular customers. And then last but not least, super important, Mike already spoke about the GigaNet coverage.
…consolidated basis (30%); ◾ 2020 budgeted OFCF on a consolidated basis (30%); ◾ target average customer relationship net promoter score ( rNPS ) on a consolidated basis (20%); and ◾ specified target goals and objectives of each participant’s department…
…fiscal year ending December 31, 2021: the achievement of annual revenue and operating free cash flow budgets, the achievement of a target average customer relationship net promoter score and the achievement of respective department goals and…
…loss of 9,000 in Q4 2019, as demand for our superior broadband bundles increased, on both our legacy and new build footprint, and our suite of initiatives to help customers through the pandemic led to an improvement in NPS and record low churn in 2020 •
…Achieved record NPS in Q3 driven by strong customer service, product performance and network resilience • Horizon 4 (UPC TV) reached a base of 311,000 customers in Switzerland, representing 53% and 32% of our enhanced and total video bases, respectively •
Customer satisfaction, as measured by net promoter scores, has been at record highs across the majority of our footprint, which translated into our best net customer and broadband additions since Q3 2017.
…target average customer relationship net promoter score ( rNPS ) on a consolidated basis (20%); and ▪ specified target goals and objectives of each participant’s department (20%).
Product NPS continues to be significantly higher than our legacy platform • Swiss Q1 Customer ARPU of CHF 69.12 decreased 2.8% YoY on a both a reported and rebased 1 basis, as a result of higher front-book discounts due to the highly competitive nature…
…fiscal year ending December 31, 2020: the achievement of annual revenue and operating free cash flow budgets, the achievement of a target average customer relationship net promoter score and the achievement of respective department goals and…
We've had the highest NPS since we began measuring it 11 years ago. So at this stage, we're happy to own this business.
The platform continues to positively impact NPS and churn • Mobile additions were 17,000 in Q3, more than double the PY result.
Liberty Global's net promoter score among subscribers improved with the deployment of its new Horizon 4 video set-top box.
…was driven by commercial retention actions in Switzerland, including the deployment of our Horizon 4 TV Platform in late 2018 ◦ 169,000 Horizon 4 have been deployed to 145,000 customers in Switzerland, positively impacting NPS, churn and retention 10 •
NPS: Net Promoter Score. Property and equipment additions (“P&E additions”): includes capital expenditures on an accrual basis, amounts financed under vendor financing or finance lease arrangements and other non-cash additions.
…target average customer relationship net promoter score ( rNPS ) on a consolidated basis (20%); and ▪ specified target goals and objectives of each participant’s department (20%).
…year ending December 31, 2019: the achievement of budgeted growth in revenue and operating free cash flow, the achievement of a target average customer relationship net promoter score and the achievement of respective department goals and…
…lower speed broadband subscribers to a speed of up to 30 Mbps at no extra cost resulting in materially improved net promoter scores ◦ As we strive to provide the best in-home connectivity experience we continue to proactively roll out our…
…target average customer relationship net promoter score ( rNPS ) on a consolidated basis, and if applicable, operating unit basis (20%); and ▪
…the fiscal year ending December 31, 2018: the achievement of budgeted growth in revenue and operating cash flow, the achievement of a target average customer relationship net promoter score (“ rNPS ”) and the achievement of respective department goals…
V6 subscribers have meaningfully higher NPS ▪ Accelerating take-up of the V6 box with the launch of a customer upgrade programme •
…Our V6 subscribers have meaningfully higher NPS than customers with legacy boxes and watch more on-demand content using the Netflix app and our Exclusive Box Sets •
And the good news is that this is showing today in our overall NPS scores, with our group NPS continuing to improve quarter-on-quarter and with big increases in our broadband NPS in particular, up 8 points year-to-date overall and up 15 points in both…
…WiFi Connect Box, which delivers consistent high-speed data across the home ◦ At the end of Q1 2017, we had 675,000 active Connect Boxes, up from 500,000 at year-end ◦ Connect Box materially improving the net promoter score of our broadband service •
target average customer relationship net promoter score ( rNPS ) on a consolidated basis, and if applicable, operating unit basis (20%). • Based on the achievement of these financial and operational performance metrics, a payout of up to 150% of the…
At the end of 2016, we have already reached more than 250,000 households, boosting our overall net promoter score. In parallel, we'll continue to invest in our fixed network through our "Grote Netwerf" network investment program which aims to provide…
During Q2, we processed over 500,000 customer contacts through Ovidius and saw sequential improvement of our Net Promoter Score (“NPS”) related to customer service.
With respect to our net promoter score ("NPS"), we have seen a significant sequential decline in customer calls and an improvement in customer service levels, both of which led to improved NPS related to customer service in Q1.
Additionally, our net promoter score ("NPS") has improved and is near pre-integration levels. Finally, a large portion of the network and information technology issues encountered during the network harmonization process were resolved by year end.
Performance is measured on an annual basis based on the achievement of Net Promoter Score (2013 and 2014 only), Turnover, Customer Satisfaction (2012 only), EBITDA and cash flow targets, as defined in the three year plan.
Performance is measured on an annual basis based on the achievement of Net Promoter Score (2013 and 2014 only), Turnover, Customer Satisfaction (2012 only), EBITDA and cash flow targets, as defined in the three year plan.
Performance is measured on an annual basis based on the achievement of Net Promoter Score (2013 and 2014 only), Turnover, Customer Satisfaction (2012 only), EBITDA and cash flow targets, as defined in the three year plan.
Target ranges are set for Net Promoter Score, Revenue, Cash flow and Innovation roadmap (2012: Customer Satisfaction, Revenue, EBITDA and Cash flow).
• net promoter score or other metrics regarding quality or extent of customer satisfaction or service; • expense measures (including overhead costs and general and administrative expense);
Retention disclosures (105)
Churn (O2 UK mobile postpaid): 0.8% (Q4 2022) — “The O2 brand continues to perform very well, especially at the top end of the market with sector-leading churn well below 1%”
Churn (Virgin Media O2 (O2 brand mobile)): 0.99% (Q4 2022) — “The O2 brand continues to perform very well, especially at the top end of the market with sector-leading churn well below 1%”
Churn (Virgin Media): 0.9% (Q1 2022) — “we kept the churn rate stable at dot 9%, which is market leading”
Churn (mobile O2): 1% (Q3 2021) — “O2 remains the industry leader on churn, which is, I think, less than 1% per month”
Churn (Virgin Media O2 (UK) - mobile): 0.87% (Q3 2021) — “O2 remains the industry leader on churn, which is, I think, less than 1% per month”
Churn (video): 8.8% (Q3 2021) — “Churn Video 8.8%”
Churn (fixed-line telephony service): 9.5% (Q3 2021) — “Annualized churn for our fixed-line telephony service reached 9.5% in Q3 2021”
Churn (broadband internet service): 7.7% (Q3 2021) — “Annualized churn for our broadband internet service decreased 60 basis points year-on-year to 7.7% from 8.3% in Q3 2020”
Churn (UK): 15% (Q3 2019) — “churn like-for-like has been stayed at 15%”
Churn (Virgin Media overall): 20.7% (Q3 2019) — “we started at 19.6% a year ago, and now we're at 20.7%”
Churn (UK): 20% (Q3 2019) — “annualized rate of churn to step up to about 20%”
Churn (UK broadband): 15% (Q2 2019) — “Our churn like-for-like has been stayed at 15%”
Churn (Fixed-line telephony): 12.2% (Q1 2018) — “Annualized churn rate increased 160 basis points in Q1 2018 to 12.2%”
Churn (Broadband internet): 9.7% (Q1 2018) — “Annualized churn for broadband internet service of 9.7% in Q1 2018 was up 60 basis points”
Churn (Video): 9.8% (Q1 2018) — “Video churn 9.8% in Q1 2018”
Churn (Fixed-line Telephony): 10.5% (Q4 2017) — “our annualized churn rate remained broadly stable in Q4 2017 at 10.5%”
Churn (Broadband Internet): 9.4% (Q4 2017) — “annualized churn for our broadband internet service modestly decreased from 9.5% in Q3 2017 to 9.4% in Q4 2017”
Churn (Telenet video): 9% (Q3 2017) — “Churn (15) Video 9.0 % 7.6 % [Q3 2017 vs Q3 2016]”
Churn (Telenet fixed-line telephony): 10.3% (Q3 2017) — “our annualized churn rate, which increased 180 basis points year-on-year to 10.3% in Q3 2017”
Churn (Telenet broadband internet): 9.5% (Q3 2017) — “Annualized churn for our broadband internet service of 9.5% in Q3 2017 reflected the intensely competitive residential market and ticked up 160 basis points compared the prior year period.”
Churn (Fixed-line telephony): 9% (Q2 2017) — “annualized churn rate, which increased 130 basis points compared to Q2 2016 to 9.0% in Q2 2017”
Churn (Broadband internet): 8.1% (Q2 2017) — “At 8.1%, our annualized churn remained 120 basis points higher in Q2 2017 compared to the prior year quarter”
Churn (Telenet fixed-line telephony): 10.6% (Q1 2017) — “our annualized churn rate increased 140 basis points to 10.6% in Q1 2017”
Churn (Telenet video): 9.1% (Q1 2017) — “Our annualized churn rate reached 9.1% for Q1 2017 as compared to 8.3% for the prior year quarter”
Churn (Video): 7.9% (Q4 2016) — “Churn (15) Video 7.9 % 7.2 %”
Churn (Fixed-line telephony): 8.8% (Q4 2016) — “Compared to Q4 2015, our annualized churn rate increased 110 basis points to 8.8% in Q4 2016”
Churn (Broadband internet): 7.8% (Q4 2016) — “annualized churn rate, which reached 7.8% for Q4 2016 as compared to 7.0% for the prior year quarter”
Churn (Video): 7.6% (Q3 2016) — “Churn Video 7.6 % 7.0 %”
Churn (Fixed-line telephony): 8.5% (Q3 2016) — “Our annualized churn rate amounted to 8.5% in Q3 2016, which represented an increase of 90 basis points compared to the prior year period”
Churn (Broadband internet): 7.9% (Q3 2016) — “Our annualized churn reached 7.9% for Q3 2016 compared to 7.3% in Q3 2015”
Churn (Video): 7% (Q2 2016) — “Churn (15) Video 7.0%”
Churn (Broadband internet): 6.9% (Q2 2016) — “Our annualized churn reached 6.9% for Q2 2016, a slight increase compared to 6.4% in Q2 2015”
Churn (U.K. and Ireland): 14.1% (Q1 2016) — “Q1 customer churn of 14.1% compared to 14.5% in Q1 2015; record low U.K. churn of 14.0%”
Churn (Video): 8.7% (Q1 2016) — “Churn (15) Video 8.7%”
Churn (Fixed-line telephony): 9.2% (Q1 2016) — “annualized churn for our fixed-line telephony service reached 9.2%, which was up 30 basis points compared to the prior year quarter”
Churn (Broadband internet): 8.3% (Q1 2016) — “annualized churn, which reached 8.3% for the first three months of 2016 as compared to 7.6% for the prior year period”
Churn (Video): 7.2% (FY 2015) — “Churn (14) Video 7.2%”
Churn (Fixed-line telephony): 7.7% (Q4 2015) — “annualized churn for our fixed-line telephony service reached 7.7%, which was broadly stable compared to the prior quarter”
Churn (Broadband internet): 7% (Q4 2015) — “annualized churn for our broadband internet service was 7.0%, which was broadly stable compared to the prior year period, yet 30 basis points better compared to the prior quarter”
Churn (Cable): 14.9% (Q3 2014) — “Record low annual customer churn of 14.9% down from 15.3% in Q2 2014 and Q3 2013”
Churn (Fixed Telephony): 6.6% (Q3 2014) — “In Q3 2014, annualized churn for our fixed telephony service reached 6.6%, representing a decrease of 30 basis points compared to Q3 2013”
Churn (Broadband Internet): 7.3% (Q3 2014) — “In Q3 2014, annualized churn for our broadband internet service was 7.3% compared to 7.7% for the prior year period”
Churn: 14.7% (YTD 2014) — “YTD annualized churn has remained relatively stable year-over-year at 14.7%”
Churn: 15.5% (Q2 2014) — “Q2 annualized churn has fallen to 15.5% from 15.9% in Q2 2013”
Churn (Cable): 13.9% (Q1 2014) — “Churn changed marginally from 13.7% in Q1 2013 to 13.9% in Q1 2014 on an annualized basis”
Churn (Cable): 14% (Q4 2013) — “Churn for Q4 was at 14.0% on an annualized basis, which was fractionally higher than last year”
Churn (Telephony): 6.4% (FY 2013) — “Telephony 6.4%”
Churn (Broadband internet): 7.1% (FY 2013) — “Broadband internet 7.1%”
Churn (Basic cable television): 7.9% (FY 2013) — “Churn Basic cable television 7.9%”
Churn (Fixed telephony): 6.9% (Q3 2013) — “Annualized churn for our fixed telephony service improved slightly from 7.2% in Q3 2012 to 6.9% in Q3 2013”
Churn (Broadband internet): 7.7% (9M 2013) — “Annualized churn for our broadband internet service remained stable for the first nine months of 2013 at 7.4% (Q3 2013: 7.7%)”
Churn (Basic cable television): 7.6% (Q3 2013) — “basic cable TV churn in Q3 2013 was at its lowest level since early 2007”
Churn (Cable): 1.3% (Q2 2013) — “Gross disconnections fell year-over-year for the seventh quarter in a row resulting in lower monthly churn Monthly Customer Churn down from 1.4% to 1.3%.”
Churn (Fixed telephony): 8.5% (Q1 2013) — “In Q1 2013, annualized churn for our fixed telephony service was 8.5%, which was higher than the prior year period”
Churn (Broadband internet): 7.4% (Q1 2013) — “In Q1 2013, annualized churn for our broadband internet service remained well under control at 7.4%, which was down 50 basis points quarter-on-quarter”
Churn (Basic cable television): 8.7% (Q1 2013) — “Churn Basic cable television 8.7 % 9.5 %”
Churn (Basic cable television): 10.1% (Q3 2012) — “Churn Basic cable television 10.1 %”
Churn (Fixed telephony): 7.2% (Q3 2012 annualized) — “annualized fixed telephony churn in Q3 2012 improved year-on-year to 7.2%”
Churn (Fixed telephony): 7.4% (9M 2012 annualized) — “Annualized churn for our fixed telephony service at 7.4% for the first nine months of 2012 remained unchanged”
Churn (Broadband internet): 7.5% (Q3 2012 annualized) — “annualized churn for our broadband internet service peaked at 8.5% following the announcement of last year's selective price increase, our annualized churn rate decreased by one full percent to 7.5% in Q3 2012”
Churn (Basic cable television): 9.6% (Year-end 2011) — “Churn Basic cable television 9.6%”
Churn (All services): 7.7% (FY2011) — “For the full year 2011, we reported an annualized churn rate of 7.7%”
Churn (Core residential products (broadband internet standalone/basic cable)): 7.9% (Q4 2011) — “Relative to Q3 2011...we were able to reduce our annualized churn in Q4 2011 to 7.9%”
Churn (Telephony): 7.7% (Q3 2011) — “Churn Telephony 7.7 % 6.9 %”
Churn (Broadband internet): 8.5% (Q3 2011) — “Churn Broadband internet 8.5 % 7.8 %”
Churn (Basic cable television): 9.8% (Q3 2011) — “Churn Basic cable television 9.8 % 8.6 %”
Churn (Broadband internet): 7.6% (9M 2011) — “Our annualized churn for the first nine months of 2011 amounted to 7.6% (Q3 2011: 8.5%) as compared to 7.1% for the corresponding period last year”
Churn (Basic cable television): 8.8% (FY2010) — “Churn Basic cable television 8.8 % 9.1 %”
Churn (Fixed telephony): 6.8% (FY2010) — “Our annualized fixed telephony churn remained well under control at 6.8% for the full year of 2010 (Q4 2010: 7.2%) compared to 6.6% for the prior year.”
Churn (Broadband internet): 7.2% (FY2010) — “For the full year 2010, our annualized churn rate remained stable compared to the prior year at 7.2% (Q4 2010: 7.6%).”
Churn (Telephony): 0.8% (FY2009) — “telephony services averaged...0.7% for the year ended December 31, 2008 compared to...0.8% for the year ended December 31, 2009”
Churn (High-speed Internet): 1.2% (FY2009) — “high-speed Internet...averaged 1.2%...for the year ended December 31, 2008 compared to 1.2%...for the year ended December 31, 2009”
Churn (Cable television): 1.1% (FY2009) — “cable television...averaged 1.0%...for the year ended December 31, 2008 compared to 1.1%...for the year ended December 31, 2009”
Churn (J:COM total): 1.1% (Q3 2009) — “Monthly churn rate 1.1%”
Churn: 1.1% (monthly) — “Monthly churn rate*4 1.1%”
Churn (Telephony): 0.7% (FY2008) — “Monthly churn rate *3 Telephony 0.7% 0.7% 0.0%”
Churn (HS Internet access): 1.2% (FY2008) — “Monthly churn rate *3 HS Internet access 1.2% 1.3% D 0.1%”
Churn (CATV): 1% (FY2008) — “Monthly churn rate *3 CATV 1.0% 1.0% 0.0%”
Churn (J:COM Telephony): 0.8% (H1 2008) — “Monthly churn rate Telephony 0.8%”
Churn (J:COM HS Internet access): 1.4% (H1 2008) — “Monthly churn rate HS Internet access 1.4%”
Churn (J:COM CATV): 1.1% (H1 2008) — “Monthly churn rate CATV 1.1%”
Churn (Telephony): 0.8% (Q1 2008) — “Monthly churn rate Telephony 0.8%”
Churn (HS Internet access): 1.5% (Q1 2008) — “Monthly churn rate HS Internet access 1.5%”
Churn (CATV): 1.1% (Q1 2008) — “Monthly churn rate CATV 1.1%”
Churn (Telephony): 0.7% (FY2007) — “Monthly churn rate Telephony 0.7%”
Churn (HS Internet access): 1.3% (FY2007) — “Monthly churn rate HS Internet access 1.3%”
Churn (CATV): 1% (FY2007) — “Monthly churn rate CATV 1.0%”
Churn (Liberty Global Telephony): 0.8% (Q2 2007) — “Monthly churn rate Telephony 0.8% 0.0%”
Churn (Liberty Global HS Internet access): 1.4% (Q2 2007) — “Monthly churn rate HS Internet access 1.4% 0.0%”
Churn (Liberty Global CATV): 1.1% (Q2 2007) — “Monthly churn rate CATV 1.1% (0.1%)”
Churn (Liberty Global Japan Telephony): 0.8% (Q1 2007) — “Monthly churn rate *5 Telephony 0.8%”
Churn (Liberty Global Japan HS Internet access): 1.6% (Q1 2007) — “Monthly churn rate *5 HS Internet access 1.6%”
Churn (Liberty Global Japan CATV): 1.2% (Q1 2007) — “Monthly churn rate *5 CATV 1.2%”
Churn (CATV): 1.1% (FY2006) — “monthly average churn rate of core cable television services declined from 1.2% in 2005 to 1.1% in 2006”
Churn (CATV): 1.1% (Q3 2006) — “Monthly churn rate CATV 1.1 % (0.2 %)”
Churn (HS Internet access): 1.4% (H1 2006) — “Monthly churn rate HS Internet access 1.4%”
Churn (CATV core cable television services): 1.2% (H1 2006) — “During the interim period under review, the monthly average churn rate of core cable television services declined to 1.2% from 1.3% in the same period of the previous fiscal year.”
Churn (Telephony): 0.8% (Q1 2006) — “Monthly churn rate Telephony 0.8 %”
Churn (HS Internet access): 1.6% (Q1 2006) — “Monthly churn rate HS Internet access 1.6 %”
Churn (Telephony): 0.7% (monthly, FY2005) — “Monthly churn rate Telephony 0.7”
Churn (High-speed internet): 1.3% (monthly, FY2005) — “Monthly churn rate High-speed internet 1.3”
Churn (High-speed internet): 1.3% (nine months ended September 30, 2005) — “High-speed internet 1.3”
Churn (analog cable television): 5% (2004) — “In 2004, our churn rate was approximately 5%, largely driven by relocation and reconnection of subscribers in our coverage area.”
Churn (Telephony): 0.8% (six months ended June 30, 2005) — “Telephony 0.8”
Churn (High-speed internet): 1.4% (six months ended June 30, 2005) — “High-speed internet 1.4”
Lighthouse companies in Telecom & media
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.