NPS Intelligence (beta)

Since then, we have seen a significant improvement in our NPS scores on fixed, combined with a return to lower churn, close to pre-mobile migration levels.

…• Stabilized Liberty Puerto Rico post-paid mobile business with sales channel improvements and churn reduction activities driving postpaid additions of 3,000 in November; net promoter score improved by +16pts and voluntary churn reduced by 27% in 2025.

We have seen a nice lift in NPS to start the year on both fixed and postpaid side. We will continue to work hard to improve our customer propositions as we try to stabilize the fixed business and scale up in postpaid mobile.

Moving to the center of the slide. we show NPS progression, a key leading indicator of customer satisfaction and brand perception. Compared to 1 year ago, we've made significant strides in rebuilding customer trust with NPS showing strong recovery.

On Slide 10, we wanted to show postpaid net adds and mobile NPS evolution over the past three years. On the left side of the slide, we break down activity into gross adds and disconnects.

And as we look even at our customer sentiment, for all the new customers we've vetted on the, what we call, NPS, Net Promoter Scores, of our customers, it's been extremely positive.

Post migration, we have already begun to see NPS improve. We will be strategic on timing and expect key campaigns to launch in the near-term, setting this up for expanded second half top-line performance.

…• improved our customer experience net promoter score by 17%; • grew our zero touch customer interactions by 8% and deployed Al platforms in sales and care channels in key markets;

…• Improved our customer experience net promoter score by 17%. • Grew our zero touch customer interactions by 8% and deployed AI platforms in sales and care channels in key markets.

This focus on our customers is key to our high NPS in Puerto Rico. Our decision on the credits and costs we incurred to repair the network and fuel for our generators will have a cash flow impact of about $20 million this year.

…• the achievement of a target average customer relationship net promoter score ( rNPS ); and • the base performance objective for our CEO required that either 25% of 2021 budgeted revenue growth or 25% of 2021 budgeted OFCF growth be achieved.

…cash from operations, after-tax operating income, sales volumes, production volumes and production efficiency); n. net promoter score or other metrics regarding quality or extent of customer satisfaction or service; o. expense measures (including…

Puerto Rico was the first market to launch this product and has seen NPS up by over 35%. We have also launched more recently in Panama where this differentiates us versus our competitor and are already seeing about half of our customers use the voice…

…• Drove strong customer relationship net promoter score ( rNPS ) improvement in Liberty Puerto Rico, further evidencing the strong recovery from Hurricane Maria in 2017;

…• Drove strong customer relationship net promoter score ( rNPS ) improvement in Liberty Puerto Rico, further evidencing the strong recovery from Hurricane Maria in 2017;

…(2) Actual Achievement <$1,366 >$1,366 - $1,412 $1,413 >$1,413 -$1,435 $ … -- … -- 60% 38.4 % rNPS (relationship net promoter score) (3) Actual Achievement -7.5 points > -7.5 < -2.5 points > -2.5 points - 0 points >0 points - 2.5…

…since Q2 2017. ◦ Fixed-line telephony RGU additions of 4,000 were driven by our successful bundling strategy. ◦ Focus on customer service resulted in improved NPS with repair and installation times over 20% lower year-to-date compared to the…

At C&W Caribbean flow of business, we had a six percentage point improvement in NPS at the volume of cause into our Call Center reduced by 12% and we increased the number of calls answered within target by 15% in 2017.

…cash from operations, after-tax operating income, sales volumes, production volumes and production efficiency); net promoter score or other metrics regarding quality or extent of customer satisfaction or service; expense measures (including…

All of these initiatives will ultimately drive customer responsiveness and was promising that our overall NPS rose by 2 points in the quarter.

Churn (Liberty Puerto Rico - Internet): 1% (Q2 2023 monthly) — “our March price increases landed well with churn stable at about 1%”

Churn (Liberty Puerto Rico - Mobile Postpaid): 1% (Q1 2023 monthly) — “We have a postpaid base steady in the quarter continuing to record low churn levels at around 1% a month”

Churn (postpaid mobile Puerto Rico): 1% (Q4 2022 (monthly)) — “We continue to maintain very low levels of churn at around 1% a month for our postpaid base”

Churn (Caribbean (Flow Lend app users)): 25% (Q1 2017) — “25% lower churn relative to subscribers that did not use the app”