Oi S.A.
In their words
“Average monthly churn rate of our Personal Mobility Services business...was 3.28% per month”
“During the year ended December 31, 2019, the average monthly churn rate of our Personal Mobility Services business, representing the number of subscribers whose service was disconnected during each month, whether voluntarily or involuntarily, divided by the number of subscribers at the beginning of such month, was 3.28”
“The average monthly churn rate of our Personal Mobility Services business...was 4.0% per month.”
Disclosed NPS over time
Every Net Promoter Score Oi S.A. has published, by date.
NPS disclosures (5)
Oi deployed Nokia Corteca solution to improve customer experience and Net Promoter Score.
…portfolio and are benefiting from the app, which has a user satisfaction level of 89%, 97% of requests completed within the deadline and a Net Promoter Score (which measures the percentage of customers who would recommend Oi to other companies) of 65%.
…and are benefiting from the app, which has a user satisfaction level of 87%, 77% of the requests completed within the deadline and a Net Promoter Score (which measures the percentage of customers who would recommend Oi to other companies) of 65%.
…from Oi’s new customer service channel, which has a user satisfaction level of 81%, 84% of the requests completed within the deadline and a Net Promoter Score (which measures the percentage of customers who would recommend Oi to other companies) of 52%.
…from Oi’s new customer service channel, which has a user satisfaction level of 81%, 84% of the requests completed within the deadline and a Net Promoter Score (which measures the percentage of customers who would recommend Oi to other companies) of 52%.
Retention disclosures (43)
Churn (Personal Mobility Services): 3.28% (monthly) — “average monthly churn rate of our Personal Mobility Services business...was 3.28% per month”
Churn (Personal Mobility Services): 3.28% (2019, monthly) — “During the year ended December 31, 2019, the average monthly churn rate of our Personal Mobility Services business, representing the number of subscribers whose service was disconnected during each month, whether voluntarily or involuntarily, divided by the number of subscribers at the beginning of such month, was 3.28% per month.”
Churn (Personal Mobility Services): 4% (year ended December 31, 2018) — “the average monthly churn rate of our Personal Mobility Services business...was 4.0% per month.”
Churn (Residential (triple-play bundle vs. standalone)): 20.1% (9M 2018) — “customer churn rates...were 20.1% and 36.6% lower...than...standalone residential fixed-line”
Churn (Personal Mobility Services): 3.4% (9M 2018, monthly) — “average monthly churn rate of our Personal Mobility Services business was 3.4%”
Churn (Oi Total Residencial triple-play bundle): 26.9% (H1 2018) — “average customer churn rates of customers who purchased our Oi Total Residencial triple-play...were 26.9%...lower...than...standalone...voice offering”
Churn (Personal Mobility Services): 3.9% (H1 2018, monthly) — “During the six-month period ended June 30, 2018, the average monthly churn rate of our Personal Mobility Services business was 3.9%”
Churn (Oi Total Residencial bundled vs standalone): 36.6% (FY2017) — “during the year ended December 31, 2017, the average customer churn rate of customers who purchased our Oi Total Residencial triple-play residential bundle was 36.6% lower than the churn rate recorded for customers who purchased our standalone residential fixed-line voice offering”
Churn (Personal Mobility Services): 4.1% (FY2017) — “During 2017 and 2016, the average monthly churn rate of our Personal Mobility Services business was 4.1% and 4.4% per month, respectively”
Churn (Oi TV, Pay TV): 0.3% (2Q17) — “churn rate fell 0.3 p.p. and 0.2 p.p. in the same comparisons”
Churn (Oi Voz Total (OVT), fixed line base): 33.5% (2Q17) — “Oi Voz Total (OVT) convergent offer...recorded a churn rate 33.5% lower than that of the standalone offering”
Churn (Oi Total Residencial (3P) offer, Residential fixed line base): 45.3% (2Q17) — “Oi Total Residencial (3P) offer had a churn rate 45.3% lower than the one recorded by the standalone offering”
Churn (Oi TV, Pay TV): 0.1% (1Q17) — “Churn rate fell 0.1 p.p. in the same comparison”
Churn (Oi Voz Total (OVT), Residential fixed line base): 33.4% (1Q17) — “Oi Voz Total (OVT), a convergent offer...recorded a churn rate 33.4% lower than the one recorded by the standalone fixed line offer”
Churn (Oi Total Residencial (3P) offer, Residential fixed base): 48.1% (1Q17) — “Oi Total Residential (3P) offer had a churn rate 48.1% lower than the one recorded by the standalone offering”
Churn (Pay-TV): 12.6% (4Q16) — “Pay-TV gross adds once again grew year on year, moving up by a substantial 39.3%, while voluntary churn fell 12.6% in the same period.”
Churn (Broadband): 7.3% (4Q16) — “In 4Q16, broadband gross adds grew 13.9% y.o.y., reaching their highest level since 4Q13, while voluntary churn fell 7.3% y.o.y.”
Churn (Wireline residential): 3.7% (4Q16) — “In 4Q16, gross adds grew by a substantial 18.9% y.o.y., while voluntary churn fell 3.7% in the same period”
Churn (Personal Mobility Services): 12.4% (FY2015) — “During the year ended December 31, 2015, the average customer churn rate in our Personal Mobility Services business...was 12.4%.”
Churn (Pay TV (bundled vs standalone)): 3.5% (1Q15) — “pay TV churn rate was 3.5 p.p. lower in households with three Oi products (3P) than in households with only Oi TV”
Churn (mobile services segment): 4.1% (FY2014) — “average monthly churn rate of our mobile services segment was 4.1% per month”
Churn (Brazilian mobile services): 5.7% (FY2014) — “average customer churn rate in the Brazilian mobile services segment...was 5.7%”
Churn (Personal Mobility/mobile): 3.5% (1Q14) — “monthly churn fell by 0.5 p.p., reaching 3.5%, its lowest level since 4Q11”
Churn (mobile services): 4.2% (2013) — “During 2013, our average customer churn rate in the mobile services segment...was 4.2% per month.”
Churn (Oi Personal Mobility): 3.8% (Q4 2013) — “In 4Q13 monthly churn stood at 3.8%, improved from 4.2% in 4Q12.”
Churn (mobile services): 3.8% (2012, monthly) — “During 2012, the average monthly churn rate of our mobile services segment was 3.8% per month.”
Churn (TNL mobile services, Region III): 4.1% (2011, monthly) — “TNL's average customer churn rate in the mobile services segment was...4.1% per month in Region III”
Churn (TNL mobile services, Region I): 3.1% (2011, monthly) — “TNL's average customer churn rate in the mobile services segment was 3.1% per month in Region I”
Churn (mobile services, Region II): 4.9% (2011, monthly) — “average monthly churn rate of our mobile services segment was 4.9% per month in Region II”
Churn (mobile services): 4.6% (monthly, 2010) — “During 2010, our average customer churn rate in the mobile services segment...was 4.6% per month.”
Churn (mobile services): 4.6% (2009, monthly) — “During 2009, our average customer churn rate in the mobile services segment, representing the number of subscribers whose service was disconnected during each month, whether voluntarily or involuntarily, divided by the number of subscribers at the beginning of such month, was 4.6% per month”
Churn (Oi Móvel Brazil): 3.8% (monthly) — “Monthly Churn rate (%) 2.8 % 3.5 % 3.8 %”
Churn (Oi Móvel): 3.5% (monthly) — “Monthly Churn rate (%) 2.5 % 2.3 % 3.5 % 1.2 p.p. 1.0 p.p.”
Churn (mobile services): 4.1% (FY2008) — “During 2008, our average monthly churn rate in the mobile services segment...was 4.1% per month.”
Churn (Region II Oi Móvel): 4% (Q1 2009) — “Monthly Churn rate (%) 2.6% 6.2% 4.0% -2.2 p.p. 1.4 p.p.”
Churn (Region I + III Oi Móvel): 2% (Q1 2009) — “Monthly Churn rate (%) 2.2% 3.4% 2.0% -1.4 p.p. -0.2 p.p.”
Churn (Brazil Oi Móvel): 2.3% (Q1 2009) — “Monthly Churn rate (%) 2.3% 3.9% 2.3% -1.6 p.p. 0.0 p.p.”
Churn (Mobile): 73.4% (Year 2008) — “Year Churn rate (%) 57.8% 32.0% 42.2% 50.9% 73.4% 22.5 p.p.”
Churn (prepaid): 14.9% (1Q07) — “Prepaid 14.9% 30.9% (16.0) p.p.”
Churn (postpaid): 37.5% (1Q07) — “Postpaid 37.5% 23.4% 14.1 p.p.”
Churn (overall): 21.2% (1Q07) — “Annual Churn 21.2% 28.6% (7.4) p.p.”
Churn (Brasil Telecom mobile network): 22.4% (Q2 2005) — “Annualized Churn 22.4% with 10.5 p.p. increase”
Churn (Mobile Network (Brasil Telecom GSM)): 11.9% (1Q 2005) — “Annualized Churn 1.4% 11.9% 10.6 p.p.”
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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.