NPS Intelligence (beta)

Orange reports Net Promoter Score of 36 in H1 2026, eleven points ahead of the second-ranked competitor.

Orange SA reported a Net Promoter Score in France that is well ahead of its next competitor.

Orange ranked first or joint first in Net Promoter Scores across 15 countries in 2024.

Orange Business's customer Net Promoter Score increased by 9 points over two years as a critical proof point of successful transformation.

…and based on a volume/value balance that is supported by a wide range of segmented offers conducive to cross-selling, the solidity of its NPS and customer base, the quality of the network and the significant potential for migration to 5G and Fiber.

…reinforce excellence and quality of service Standing out for the quality of networks and service The quality of Orange’s networks and the excellence of its customer service in Europe are widely recognized, as evidenced by the net promoter score (NPS).

The Net Promoter Score (NPS), which measures the level of satisfaction of learners, continued to rise in 2023 and reached 73 (up +12 pts from 2022).

The Net Promoter Score returned to its 2022 level and in 2023, f or the thirteenth consecutive year, the Orange mobile network was ranked number one by Arcep and either ranked first or joint-first across all criteria.

…quality of networks and service The quality of the networks and the excellence of Orange’s customer service in Europe is renowned, as evidenced by the massive increases in its NPS over the past three years and its reduced mobile plan cancellation rate.

…Christel Heydemann, Orange’s CEO, said: " The quality of our infrastructure, where we are a pioneer in fiber, our customers’ satisfaction (NPS) and the expertise of our teams as well as our solid finances give us an unrivalled competitive advantage.

Finally, we continue to make great strides in customer satisfaction, with our B2C market Net Promoter Score climbing by 2.5 points since the start of the year.

…environment: − the Group’s strategy has always been to offer more-for-more to its customers while taking great care to make its offers appealing and thus maintain a high level of customer satisfaction, as evidenced by Orange’s Net Promoter Score (NPS).

The result is adjusted in accordance with five criteria: adjusted EBITDA, diversification revenue, average mobile and fixed data speed, mobile brand power and the Net Promoter Score (NPS).

Orange Romania's first all-digital mobile brand achieved three times the Net Promoter Score of a typical mobile operator at its six-month mark.

…themes: skills, collective agility, commitment; − three relate to changes in HR indicators, with a weighting of 30%: the learner Net Promoter Score (NPS), the frequency rate of occupational accidents and the percentage of women in management networks.

• In France, Orange has become the French telecoms market leader in terms of customer experience measured by NPS (Net Promoter Score). • In Africa and Middle East, the deployment of 4G continues, reaching 26.5 million customers, up 50.6% in the last 12…

The TFRAC and the percentage of women in management networks are "on target." The learner NPS, for its part, are "target surpassed." The result is +1.

In 2018 however, this score fell to 57% due to strong competitive pressure on prices in several countries. The global target of 75% was therefore not met.

In 2018 however, this score fell to 57% due to strong competitive pressure on prices in several countries. The global target of 75% was therefore not met.

In 2017, 68% of customers ranked Orange as number 1 in NPS; - an indicator that measures the power of the Orange brand: the Brand Power Index .

In 2017, Orange was the leader in terms of customer recommendations ( Net Promoter Score or NPS) in 5 European countries out of 8; 45% of interactions are now conducted using online tools at the Group level.

In 2017, Orange was the leader in terms of customer recommendations ( Net Promoter Score or NPS) in 5 European countries out of 8; 45% of interactions are now conducted using online tools at the Group level.

Orange achieved record-breaking lows of -35% for its net promoter score (NPS) and transactional net promoter score (TNPS) ratings.

The first two global summary indicators reflect the core ambition of Essentials2020 concerning Orange customers’ digital experience: - a leadership indicator in terms of customer recommendations (the Net Promoter Score or NPS).

…2015: The first two indicators are global indicators that reflect the core ambition of Essentials2020 concerning customers’ digital experience: - a leadership indicator in terms of customer recommendations, as evidenced by the Net Promoter Score or NPS.

Orange wants to become number 1 in NPS for three out of four customers by 2018, and to remain so; - then an indicator that measures the power of the Orange brand: the Brand Power Index.

Orange wants to become number 1 in NPS for three out of four customers by 2018, and to remain so; - then an indicator that measures the power of the Orange brand: the Brand Power Index.

Orange wants to become number 1 in NPS for three out of four customers by 2018, and to remain so . • Then an indicator that measures the power of the Orange brand: the Brand Power Index.

• in Europe: market convergent offers in seven countries; launch at least six mobile network sharing programs across the zone; increase the Net Promoter Score in all countries;

…including the Livebox Play with at least 50% of all broadband sales, and doubling the optical fibre customer base, - Europe: marketing convergent offers in seven countries; launching at least six mobile network sharing programmes across the zone;…

Churn (mobile): 0.6% (H1 2024) — “Declines of 0.6 points in Mobile churn and 2.4 points in Fixed broadband churn”

Churn (mobile): 11.4% (Q2 2024) — “The churn rate remained moderate at 11.4%”

Churn (Mobile, France): 12.7% (Q1 2024) — “the churn rate remained moderate at 12.7%”

Churn (Mobile): 12.1% (Q4 2023) — “In mobile, the performance during this quarter was very positive (+99,000) and the churn rate remained moderate at 12.1%, despite the slight increase (+1.4 percentage points).”

Churn (Spain): 2.6% (Q3 2023) — “churn continued to decrease resulting in a 2.6-point decline in the annualized churn rate.”

Churn (France): 11.9% (Q3 2023) — “The churn rate remained under control at 11.9%.”

Churn (mobile): 10.8% (Q2 2023) — “stabilization (+0.3 pts year on year) of the mobile churn rate at the low level of 10.8%”

Churn (Mobile): 12% (Q1 2023) — “mobile churn rate (which reached 12.0% on mobile, +0.8pt compared to Q1 2022)”

Churn (Mobile contracts): 11% (Q3 2021) — “The mobile churn rate of 11.0% is at a particularly low level.”

Churn (Mobile): 11.7% (Q1 2020) — “churn (down 0.6 pts) continued to improve (11.7%)”

Churn (Orange Tunisie fixed segment 4G TDD-LTE service): 0% (2019) — “The service quality is excellent, with a churn rate of close to zero.”

Churn (Fixed (Spain)): 2% (Q2-Q3 2019) — “increases resulted in a higher churn rate of nearly 2 percentage points between the second and third quarters of 2019”

Churn (Mobile, France): 12.1% (Q3 2019) — “Mobile churn was 12.1%, a decline of 2.3 percentage points in the third quarter”

Churn (mobile contracts): 10.9% (Q2 2019) — “mobile contracts recorded 61,000 net sales and an improved churn rate, which was 10.9%, 0.8 percentage points lower year on year”

Churn (Convergent): 2.8% (Q4 2018) — “churn rate of convergent customers was 2.8 points lower than the average”

Churn (Mobile): 13.8% (Q4 2018) — “churn rate at 13.8% (up 0.1 points year on year)”

Churn (Orange Polska mobile overall): 39.3% (FY2016) — “Churn rate (in %) 36.4% 39.4% 39.3%”

Churn (Orange Polska mobile): 22.4% (FY2016) — “Churn rate (in %) 22.4% 22.5% 24.8%”

Churn (Orange Poland): 24.8% (2016) — “Churn rate (in %) 22.4% 22.5% 24.8%”

Churn (Orange Slovenia mobile): 3% (FY2015) — “the churn rate decreased to 3%, to one of the lowest levels in several years”

Churn (Orange Polska mobile): 39.4% (FY2015) — “Churn rate (in %) 39.4% ... Orange Polska had a total 15.9 million mobile customers at end-2015”

Churn (Orange Belgium mobile): 22.5% (FY2015) — “Churn rate (in %) 22.5% ... at the end of 2015, the total number of Orange mobile customers was 28.4 million”

Churn (Orange Polska mobile): 39% (FY2014) — “Churn rate (in %) 39% 39% 41%”

Churn (Orange Tunisia mobile): 29% (FY2014) — “Churn rate (in %) 29.0% 30.2% 29.8%”

Churn (Orange Moldova mobile): 24.8% (FY2014) — “Churn rate (in %) 24.8% 28.4% 28.7%”

Churn (Orange Polska (mobile)): 39% (FY2014) — “Churn rate (in %) 39% 39% 41%”

Churn (Orange (mobile)): 29% (FY2014) — “Churn rate (in %) 29.0% 30.2% 29.8%”

Churn (Orange (mobile)): 24.8% (FY2014) — “Churn rate (in %) 24.8% 28.4% 28.7%”

Churn (Orange Polska contracts): 14% (2013) — “o/w contracts 14% 14.1% 14.7% churn rate”

Churn (Orange Polska total): 39% (2013) — “Churn rate (%) 39% 41% 40% (Orange Polska, 2013)”

Churn (Spain mobile operators): 28% (2013) — “Churn rate (%) 28.0% 28.7% 27.5% (Spain, 2013)”

Churn (Orange Polska prepaid): 59.9% (FY2013) — “o/w prepaid 59.9%”

Churn (Poland mobile): 38% (2012) — “Churn rate(%) 41% 40% 38%”

Churn (France mobile): 25.8% (Q4 2012) — “Churn rate (%) 28.7% 27.5% 25.8%”

Churn (Orange Polska): 41% (2012) — “Churn rate(%) 41% 40% 38%”

Churn (Orange France mobile): 28.7% (Q4 2012) — “Churn rate (%) 28.7% 27.5% 25.8%”

Churn (Everything Everywhere postpaid UK): 1.1% (Q2 2011) — “Postpaid churn rate dropped to a record level of 1.1%”

Churn (Orange España): 28.3% (Q4 2011) — “Churn rate (%) -28.3%”

Churn (TP Group Poland): 40% (2011) — “Churn rate (%) 40%”

Churn (Orange España mobile): 27.5% (Q4 2011) — “Churn rate (%) 27.5%”

Churn (Mobistar Belgium (mobile)): 22.1% (2010) — “intense competition and market saturation had a negative impact on the churn rate, which averaged 22.1% in 2010, in line with 2009.”

Churn (Orange España (Spain)): 26.9% (2010) — “Churn rate (%) 26.9% 32.2% 32.4%”

Churn (Orange Poland (TP Group)): 38% (2010) — “Churn (%) 38% 43% 42%”

Churn (Orange Switzerland (mobile)): 25.8% (2010) — “Churn rate (%) 25.8% 23.2% 21.7%”

Churn (Orange Poland (TP Group)): 43% (2009) — “Churn (%) 43% 42% 32%”

Churn (Orange mobile): 23.2% (2009) — “Churn rates (%) 23.2% 21.7% 19.8%”

Churn (Personal UK (contract)): 22.7% (9M07) — “annual rolling churn reduced at 22.7% as a result of 18 months contract”

Churn (Personal France (contract)): 11% (3Q07) — “commercial performance in line with our strategy focused on retention (contract churn now below 11%)”

Churn (France Home ADSL): 3.1% (1H07) — “a sharp monthly churn reduction yoy from 4.9% to 3.1% in 1H07”

Churn (Personal UK contract): 24.4% (1H07) — “contract churn falling to 24.4% in 1H07 versus 29.1% in 1H06”

Churn (Personal UK contract): 27.6% (Q1 2007) — “contract: stable customer base, churn rate improvement for the 2nd consecutive quarter to 27.6%”

Churn (contract): 11.7% (Q1 2007) — “contract churn rate down from 12.0% in 1Q06 to 11.7% in 1Q07”

Churn (PCS Spain contract customers): 21.5% (FY2005) — “churn rate for contract customers dropped from 24.0% for 2004 to 21.5% for 2005”

Churn (PCS United Kingdom prepaid customers): 32.2% (FY2005) — “churn rate for prepaid customers (30.5% at December 31, 2004 versus 32.2% at December 31, 2005)”

Churn (PCS United Kingdom contract customers): 23.8% (FY2005) — “churn rate on contract customers (23.9% at December 31, 2004 compared with 23.8% at December 31, 2005)”

Churn (PCS United Kingdom): 26.9% (FY2005) — “churn rate rose 1.5 points (25.4% at December 31, 2004 and 26.9% at December 31, 2005)”

Churn (Orange mobile contract): 12.2% (4Q06) — “attractive offers and promotions with a positive impact on contract churn (decrease to 12.2% in 4Q06)”

Churn (UK): 24% (Q4 2006) — “decrease of blended churn for the fourth consecutive quarter in the UK, to 24%”

Churn (Personal (France contract)): 12.2% (Q4 2006) — “contract churn (12.2% vs 12.3% in 3Q06)”

Churn (Personal Spain): 24.7% (3Q06) — “Stabilisation of blended churn to 24.7% in 3Q06”

Churn (Personal UK): 24.3% (3Q06) — “Decrease of blended churn for the third consecutive quarter to 24.3%”

Churn (PCS Spain (contract)): 23.8% (2005) — “The churn rate for contract customers declined to 21.5% for 2005, compared to 24.0% for 2004. The total churn rate also dropped (23.8% for 2005 compared with 25.8% for 2004).”

Churn (PCS UK (prepaid and contract)): 26.9% (2005) — “The churn rate was up 1.5 points (25.4% at December 31, 2004 compared to 26.9% at December 31, 2005)”

Churn (France Telecom Personal UK): 26% (1Q06) — “Overall annual rolling churn in UK 26.0%”

Churn (France Telecom Personal France): 19.9% (1Q06) — “Overall annual rolling churn in France 19.9%”

Churn (PCS UK contract customers): 23.8% (FY2005) — “The churn rate for contract customers declined to 21.5% for 2005, compared to 24.0% for 2004. The total churn rate also dropped between the two periods (23.8% for 2005 compared with 25.8% for 2004)”

Churn (PCS UK): 26.9% (FY2005) — “The churn rate (see definition in section 5.5"Glossary") was up 1.5 points (25.4% at December 31, 2004 compared to 26.9% at December 31, 2005)”

Churn (Spain Personal): 24% (4Q04) — “Churn rate (%) 24.0%”

Churn (Spain Personal): 23% (4Q05) — “Total churn rate 23.0%”

Churn (Personal UK contract): 11.2% (3Q05) — “Sustained level of contract churn at 11.2% in 3Q 05”

Churn (PCS UK overall): 24.6% (June 30, 2005) — “The churn rate (26.1% at June 30, 2004 compared to 24.6% at June 30, 2005) fell by 1.5 point”

Churn (PCS France prepaid): 30.9% (year ended June 30, 2005) — “Prepaid churn remained stable at 30.9% for the year ended June 30, 2005, compared to 30.1%”

Churn (PCS France contract): 10.9% (year ended June 30, 2005) — “Contract churn (see definition in section 6.2 "Glossary") remained low by industry standards at 10.9% for the year ended June 30, 2005, compared to 10.3%”

Churn (Orange France prepaid): 31.3% (FY2004) — “while the churn rate for prepaid customers increased from 27.2% to 31.3%”

Churn (Orange France contract): 10.5% (FY2004) — “The churn rate for contract customers decreased from 11.5% for the year ended December 31, 2003 to 10.5% for the year ended December 31, 2004”

Churn (Orange UK): 25.4% (FY 2004) — “churn rate at December 31, 2004 was 25.4%, increase from 22.6% in 2003”

Churn (Orange France prepaid customers): 31.3% (FY 2004) — “churn rate for prepaid customers increased from 27.2% to 31.3%”

Churn (Orange France contract customers): 10.5% (FY 2004) — “churn rate for contract customers decreased from 11.5% for 2003 to 10.5% for 2004”

Churn (United Kingdom): 22.6% (FY2003) — “In the United Kingdom the churn rate increased from 17.5% at December 31, 2002 to 22.6% at December 31, 2003.”

Churn (France contract clients): 18.3% (FY2003) — “The churn rate in France decreased from 21.6% in 2002 to 18.3% in 2003.”

Churn (Orange United Kingdom): 22.6% (2003) — “In the United Kingdom the churn rate increased from 17.5% at December 31, 2002 to 22.6% at December 31, 2003.”

Churn (Orange France contract clients): 18.3% (2003) — “The churn rate in France decreased from 21.6% in 2002 to 18.3% in 2003.”

Churn (Orange UK prepay): 18.8% (FY2002) — “Prepay (%) 18.8 19.7 5.3”

Churn (Orange UK contract): 23.1% (FY2002) — “Contract (%) 23.1 26.3 23.8”

Churn (Orange UK overall): 17.5% (FY2002) — “Churn (%) 17.5 18.4 9.2”

Churn (contract subscribers, United Kingdom): 17.5% (2002) — “In the United Kingdom, the contract churn rate decreased from 18.4% in 2001 to 17.5% in 2002.”