NTL Inc
In their words
“Controllable customer churn (excluding movers) has dropped to below 3% annualized with "service related churn" at 0.7% annualized”
“Churn(3) 1.4 % for the Three Months Ended March 31, 2005; calculated by taking the total disconnects during the month and dividing them by the average number of customers”
“Monthly churn improved substantially to 0.6 per cent, representing an improvement of more than 50 per cent compared with the same period last year”
NPS disclosures (0)
No NPS disclosures yet.
Retention disclosures (34)
Churn: 0.7% (FY2005) — “controllable customer churn (excluding movers) has dropped to below 3% annualized with "service related churn" at 0.7% annualized”
Churn: 1.6% (Q4 2005) — “% Customer Churn(6) 1.6 %”
Churn (U.K. residential customers): 1.7% (Q3 2005) — “Churn( … Revenue generating units”
Churn (U.K. residential customers): 1.4% (Q1 2005 (Mar 31, 2005)) — “Churn(3) 1.4 % for the Three Months Ended March 31, 2005; calculated by taking the total disconnects during the month and dividing them by the average number of customers”
Churn (Ireland): 0.6% (Q4 2004) — “Monthly churn improved substantially to 0.6 per cent, representing an improvement of more than 50 per cent compared with the same period last year”
Churn (Residential (UK & Ireland)): 1.5% (Q4 2004) — “% Customer Churn: 1.5 % for Q4 2004 residential operations”
Churn (U.K. residential customers): 1.6% (Q4 2004 (three months ended December 31, 2004)) — “% Customer Churn( … ... Customer churn is calculated by taking the total disconnects during the month and dividing them by the average number of customers during the month.”
Churn (ntl: home): 1.5% (Q3 2004) — “Churn … for the three months ended September 30, 2004 as well as the four prior quarters”
Churn (ntl: home): 1.2% (Q2 2004) — “Churn … for the three months ended June 30, 2004 as well as the four prior quarters”
Churn (ntl: home): 1.1% (Q1 2004) — “Churn … for quarters ending March 31, 2003 through March 31, 2004”
Churn (NTL overall): 13.4% (FY2003) — “deactivations declined from 467,100, or a 16.8% average customer churn rate in 2002 to 376,300, or a 13.4% average customer churn rate in 2003”
Churn (NTL home UK residential): 13.2% (Q4 2003) — “ntl: home lowered its annualized customer churn rate to 13.2% for the fourth quarter of 2003 from 15.9% for the fourth quarter of 2002”
Churn (ntl Home): 13.2% (Q4 2003) — “ntl Home reduced churn from 15.9 per cent in Q4 2002 to 13.2 per cent in Q4 2003”
Churn (residential UK): 14.4% (Q3 2003) — “ntl: home lowered its annualized customer churn rate to 14.4% for the third quarter of 2003 from 16.4% for the third quarter of 2002.”
Churn (NTL Home): 14.4% (Q3 2003) — “Annualized churn declined from 16.4% in Q3 2002 to 14.4% in Q3 2003, reflecting continuing improvements in the overall customer experience”
Churn (UK residential (ntl:home)): 12.9% (Q2 2003) — “ntl: home lowered its annualized customer churn rate to 12.9% for the second quarter of 2003 from 17.1% for the second quarter of 2002.”
Churn (ntl: home (UK residential)): 14.4% (Q3 2003) — “Churn (annualized) 14.4% for Q3 2003”
Churn (ntl: home (UK residential)): 12.9% (Q2 2003) — “ntl: home lowered its annualized customer churn rate to 12.9% for the second quarter of 2003 from 17.1% for the second quarter of 2002.”
Churn (UK (NTL Home)): 12.9% (Q2 2003) — “UK annualized churn down to 12.9%. Annualized churn declined from approximately 17.1% in Q2 2002 to approximately 12.9% in Q2 2003”
Churn (UK and Ireland total): 14.9% (Q4 2002) — “% Customer Churn … (annualized churn)”
Churn (NTL Ireland): 8.1% (Q1 2003) — “Cable TV churn was reduced to 8.1% in Q1 2003, down slightly from 8.3% in the previous quarter”
Churn (NTL Home): 13% (Q1 2003) — “UK annualized churn down to 13.0%”
Churn (Ireland): 7.7% (Q4 2002) — “% Customer Churn … ”
Churn (UK): 15.9% (Q4 2002) — “our churn rate declined from 21.3% in the fourth quarter of 2001 to 15.9% in the fourth quarter of 2002”
Churn (NTL Home): 16.4% (Q3 2002) — “Customer disconnects declined from 119,000 in Q2 to 113,000 in Q3, resulting in an annualised churn rate of 16.4%.”
Churn: 17.7% (Q4 2001) — “Our average churn rate for the same period excluding involuntary disconnects would have been 17.7% on an annualized basis.”
Churn: 21.3% (Q4 2001) — “Our average churn rate for the quarter ending December 31, 2001 was 21.3% on an annualized basis.”
Churn (NTL UK excluding involuntary disconnects): 17.7% (Q4 2001) — “Our average churn rate for the same period excluding involuntary disconnects would have been 17.7% on an annualized basis.”
Churn (NTL UK): 21.3% (Q4 2001) — “Our average churn rate for the quarter ending December 31, 2001 was 21.3% on an annualized basis.”
Churn (iesy Hessen GmbH): 5.7% (FY2001) — “iesy has a historical annual churn rate of less than 6%, which compares favorably to other European and U.S. cable providers.”
Churn (NTL overall): 21.3% (Q4 2001) — “Our average churn rate for the quarter ending December 31, 2001 was 21.3% on an annualized basis.”
Churn (eKabel): 6% (1999) — “eKabel has a historical annual churn rate of less than 6%, which compares favorably to other European and U.S. cable providers”
Churn (ConsumerCo): 1.7% (Q4 2000) — “Customer churn at ConsumerCo has declined from 2.5% per month at the time of acquisition to an average of approximately 1.7% per month during the fourth quarter.”
Churn (original franchises): 1% (Q4 2000) — “monthly customer churn, in those franchises, averaged approximately 1.0% during the fourth 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.