NPS Intelligence (beta)

Importantly, these efficiency gains have strengthened our cost structure without compromising the customer experience as reflected in our transactional Net Promoter Score, which has remained at a 2-year high.

Importantly, these efficiency gains have strengthened our cost structure without compromising the customer experience as reflected in our transactional Net Promoter Score, which has remained at a 2-year high.

And we ended the year with a Net Promoter Score 11 points higher than when we started the year. We further improved efficiency through the divestment of noncore assets, including the i24 News business in December and the sale of our towers business…

And we ended the year with a Net Promoter Score 11 points higher than when we started the year. We further improved efficiency through the divestment of noncore assets, including the i24 News business in December and the sale of our towers business…

Optimum's chief customer experience officer reports the company has improved its net promoter scores over a 40-point threshold through frontline pain-point analysis.

…(7) Relationship Net Promoter Score (rNPS) measures a customer's overall loyalty and satisfaction with a company and gauges how likely a customer is to recommend the company.

And finally, our customer satisfaction continues to improve with the relationship NPS up 6 points in the last year and up 17 points over the past 3 years, reflecting ongoing enhancements to network performance and overall customer experience.

As a result, our Relationship Net Promoter Score improved by 8 points year-over-year in the second quarter. Finally, we have been focused on optimizing our workforce.

As a result, our Relationship Net Promoter Score improved by 8 points year-over-year in the second quarter. Finally, we have been focused on optimizing our workforce.

Altice's Optimum reports 26-point increase in Net Promoter Score over two years across its 21-state footprint using AI customer service.

Optimum's Net Promoter Score increased by 26 points following its partnership with Google Cloud to transform customer experience using generative AI.

Significant Growth in Net Promoter Scores (NPS) Driven by Improved Customer Experience (CX) ◦ Transactional NPS (tNPS) (6) grew +34 points in the last 2 years from Q2 2022 to Q2 2024.

Specifically, transactional NPS or customer satisfaction levels when interacting with optimum has grown 34 points over the last 2 years. Additionally, relationship NPS or overall customer sentiment toward the Optimum brand has grown 18 points over the…

…(7) Transactional NPS (tNPS) represents the average monthly metric for the quarter that blends Care, Field, Retail and Sales across Fixed, Mobile, and Advanced Support.

Our improvements across First Time Right initiatives are driving lower contact rates, fewer service visits and higher Net Promoter Scores and are evidence that we are making operational progress, which is translating into customer loyalty and sets us up…

Altice USA CEO highlighted more than a 20-point jump in Net Promoter Score as part of 2024 strategic vision.

NPS scores across our base continuing to improve, with tNPS growing 21 points in Q4 2023 year-over-year. We also continue to drive increased usage of self-service tools across technical support, customer care and onboarding.

NPS scores across our base continuing to improve with tNPS growing 21 points in Q4 2023 year-over-year. We also continue to drive increased usage of self-service tools across technical support, customer care and onboarding.

…(2) Transactional NPS (tNPS) represents the average monthly metric for the quarter that blends Care, Field, Retail and Sales across Fixed, Mobile, and Advanced Support.

Our attention to improving customer care is resulting in higher satisfaction scores across a number of NPS metrics, including our transactional NPS, score, which increased by 22 points in Q3 compared to the prior year.

Our tNPS, or transactional Net Promoter Score is up 19 points year-over-year in Q2, tNPS measures a customer's willingness to recommend our services across care, field, retail and sales.

With a backdrop of financial and customer experience benefits on fiber, strong NPS scores, improved churn rates and superior network quality, it makes sense for us to use this as an opportunity to drive more ORI [ph], while strengthening our customer…

And even though our overall customer NPS scores are increasing as we improved the experience for all customers, it's important to call out that we're still seeing fiber broadband NPS about 50% higher than HFC.

And even though our overall customer NPS scores are increasing as we improved the experience for all customers, it's important to call out that we're still seeing fiber broadband NPS about 50% higher than HFC.

As I mentioned earlier, 5 to 20 points of improvement on NPS. Our contact rate is down 14% year-over-year.

As I mentioned earlier, 5 to 20 points of improvement on NPS. Our contact rate is down 14% year-over-year.

Specifically, we're seeing meaningful NPS improvements, 12% higher ARPU, and about 5 to 6 percentage points of annualized improved churn benefits.

Specifically, we're seeing meaningful NPS improvements, 12% higher ARPU and about 5 to 6 percentage points of annualized improved churn benefits.

…comparing the experience of our broadband customers on our fiber network to that of customers on our HFC network, we are now seeing 66% NPS improvement, 7% higher ARPU on gross adds and around 5% to 6% annualized churn benefits and significant…

I mean, obviously, the things that you can quantify are NPS, customer satisfaction and churn rates that go along with that, right? So we know that we've seen cable versus fiber in a European context be 7 to 8 percentage points better on churn.

I mean obviously, the things that you can't quantify, our NPS, the customer satisfaction and churn rates that go along with that, right? So we know that we've seen cable versus fiber in a European context be 7 to 8 percentage points better on churn.

So NPS scores go up and customer contact numbers go down which helps our OpEx and our EBITDA and our cash flow.

So NPS scores go up and customer contact numbers go down, which helps our OpEx and our EBITDA and our cash flow.

…has reached approximately 400k unique Altice One customers (3) (approximately 12% of total video customers) with the highest ever net promoter scores for video and broadband; successful launch of the new Altice One Operating System 3.0 in April 2019.

With this product upgrade, we saw our highest ever video and broadband net promoter scores in Q1. This is supporting all of our churn statistics moving in the right direction, including early churn and survival rates relative to the legacy customer…

Altice USA has reached over 300k unique Altice One customers (3) (approximately 10% of total video customers) with higher net promoter scores for Altice One compared to legacy set top boxes; successful launch of the new Altice One Operating System 2.0 •

Second on customer perception, it's fair to say that we have started to see the very early signs on improvements of the customer perception that we measure through the NPS score.

Optimum is implementing data-driven customer retention efforts as mobile revenue surges 40%.

Churn (video (new tiered packages vs legacy)): 20% (Q1 2026) — “new tiers are demonstrating upwards of 20% churn improvement within video compared to legacy packages”

Churn (mobile): 7% (Q4 2025) — “annualized mobile churn improved by over 700 basis points”

Churn (mobile): 9% (Q3 2025) — “Annualized churn improved by approximately 900 basis points”

Churn (mobile): 6% (Q2 2025) — “annualized churn improving by nearly 600 basis points year-over-year”

Churn (video (programming non-carriage impact)): 99.8% (Q1 2025) — “we retained 99.8% of those impacted”

Retention rate (video customers impacted by content interruptions): 99.8% (Q1 2025) — “we retained 99.8% of those impacted”

Churn (fiber vs HFC): 14% (Q3 2024) — “Our fiber base already has experiences 14% lower annualized churn than HFC”

Churn (fiber + mobile): 32% (Q3 2024) — “when customers on fiber also adopt Mobile, annualized churn improved by 32% compared to our HFC cohort that does not yet take mobile”

Churn (Mobile plus broadband vs broadband-only): 20% (Q4 2023) — “when customers take mobile in addition to our broadband product, we see a 20% annualized churn reduction compared to the fixed-only customer base.”

Churn (Fixed plus mobile vs fixed-only): 20% (Q3 2023) — “We see churn benefits when customers take fixed plus mobile, reducing annualized churns by over 20% compared to fixed only customer base.”

Churn (Fiber vs HFC, first 12 months): 10% (Q2 2023) — “we are seeing over a 10% point differential of better survivability after the first 12 months on fiber versus HFC, which indicates a significant churn reduction opportunity.”

Churn (Fiber vs HFC, first 12 months annualized): 10% (Q1 2023) — “we are now seeing over 10 percentage point improvement in customer stickiness or survivability in the first 12 months on fiber compared to HFC on an annualized basis, which translates to better churn rates.”

Retention rate (fiber vs HFC first 12 months): 10% (Q1 2023) — “Tracking customer cohorts of the same tenure, we are now seeing over 10 percentage point improvement in customer stickiness or survivability in the first 12 months on fiber compared to HFC on an annualized basis, which translates to better churn rates across our fiber base”

Churn (Fiber vs HFC annualized): 5.5% (Q2 2022) — “we are now seeing 80% NPS improvements, 10% higher ARPUs and 5 to 6 percentage points of annualized churn benefits.”

Churn (broadband on fiber network vs HFC): 5.5% (annualized from Q1 2022) — “around 5% to 6% annualized churn benefits... from a trend perspective, we're seeing these customer metrics improve every month”

Churn (broadband customers migrated from HFC to fiber): 5.5% (annualized, 3-4 months post-migration) — “early churn is 1.5% to 2% better after 3 to 4 months, which on an annualized basis gets us closer to 5% to 6%”

Churn (mobile): 20% (Q1 2021) — “reduce churn by 20% compared to the prior quarter”

Churn (Video): 5.4% (Q1 2020) — “showing in the first quarter about a 5.4% loss for the year”

Optimum by Altice USA seeks a Marketing Specialist to promote customer satisfaction, retention and education for Optimum and Suddenlink products.

Churn (Portugal): 10% (Q4 2017) — “we have reduced churn to the lowest levels ever by the end of 2017 and the churn is now well below 10%”

Churn (France): 20% (Q1 2018) — “churn level has already come down to below 20%”