NPS Intelligence (beta)

We're seeing a major reduction in churn, and we're seeing Net Promoter Score improve substantially. We just recently hit a very important milestone of 100,000 TV nets in Ignite TV.

• For 2017, this included: • Corporate factor based on total service revenue (40% weighting), adjusted operating profit (40% weighting), net promoter score (10% weighting), and net additions of Cable, Internet, and Wireless (10% weighting).

…Adding Subscriber Net Addition metrics (Wireless Postpaid + Television + Internet) and formally embedding the Net Promoter Score ( NPS ) into the Corporate Performance Factor, •

• To reinforce our focus on the customer, we introduced Net Promoter Score ( NPS ) as a measure in the STIP that will help the Human Resources Committee better assess performance and alignment with our strategy.

• For the 2015 performance year, to reinforce our focus on the customer, we are introducing Net Promoter Score as a measure in the STIP that will help the Committee better assess performance and alignment with our strategy.

Looking ahead to 2015, we will continue to improve the customer experience and track those improvements through meaningful statistics such as “Net Promoter Score”.

Churn (postpaid mobile phone): 0.94% (Q2 2026) — “postpaid mobile phone churn drop to 0.94% in the quarter, a solid improvement of 6 basis points from one year ago”

Churn (mobile phone): 1.11% (FY 2025) — “our churn improved to 1.43% for the fourth quarter and to 1.11% for the full year”

Churn (postpaid mobile phone): 1.43% (Q4 2025) — “improved postpaid churn again this quarter to 1.43%, down 10 basis points”

Churn (postpaid mobile phone): 0.99% (Q3 2025) — “Our postpaid churn in the quarter was 0.99%, down 13 basis points year-on-year and the lowest churn in over two years”

Churn (wireless): 1% (Q2 2025) — “churn improved once more to 1%, reflecting continued improvement around base management”

Churn (postpaid mobile phone): 1% (Q1 2025) — “postpaid mobile phone churn down nine basis points year-over-year to 1%”

Churn (postpaid mobile phone): 1.53% (Q4 2024) — “Postpaid mobile phone churn was 1.53%, a 14 basis point improvement over last year”

Churn (prepaid): 2.8% (Q3 2024) — “churn on prepaid way lower this year than it was last year. And this quarter even better at 2.8%”

Churn (postpaid mobile phone): 1.12% (Q3 2024) — “Postpaid mobile phone churn was 1.12% for the quarter, which is roughly unchanged from the prior year”

Churn (Postpaid mobile phone): 1.07% (Q2 2024) — “Postpaid mobile phone churn in the quarter was 1.07%, a modest increase of 20 basis points year-over-year”

Churn (Postpaid mobile phone): 1.1% (Q1 2024) — “Postpaid mobile phone churn in the quarter was 1.1%, up 31 basis points year-over-year”

Churn (Postpaid mobile): 1.67% (Q4 2023) — “Postpaid mobile churn in the quarter was 1.67%, that's up 43 basis points year-over-year”

Churn (Postpaid mobile): 1.08% (Q3 2023) — “Postpaid mobile churn in the quarter was 1.08%, up slightly year-over-year, reflecting a competitive market”

Churn (Postpaid mobile phone): 0.87% (Q2 2023) — “Our postpaid mobile phone churn performance remained healthy at under 1% and coming in at 0.87% for the quarter”

Churn (Postpaid mobile phone): 0.79% (Q1 2023) — “postpaid mobile phone churn performance remained healthy, coming in at 0.79% for the quarter”

Churn (Postpaid mobile phone): 1.24% (Q4 2022) — “churn for the fourth quarter came in at 1.24% compared to 1.06%, one year ago”

Churn (Postpaid mobile phone): 0.97% (Q3 2022) — “Postpaid mobile phone churn was 0.97%, compared to 0.85% one year ago, remaining under 1%”

Churn (postpaid mobile phone): 0.68% (Q2 2022) — “Q1 postpaid mobile phone churn improved by 8 basis points to an impressive 0.68%. This reflected the best customer loyalty performance in the company's history.”

Churn (postpaid mobile phone): 0.71% (Q1 2022) — “We delivered strong customer retention this quarter, achieving postpaid mobile phone churn of 0.71%, which is a 12 basis point improvement year-over-year.”

Churn (postpaid): 1.15% (Q4 2021) — “Despite the higher promotional activities that are characteristic of Q4, we delivered a churn rate of 1.15%, a 4 basis point improvement from 1 year ago.”

Churn (postpaid): 0.95% (Q3 2021) — “This is reflected in our 0.95% wireless postpaid churn rate, which was a record low for the third quarter despite the highly competitive back-to-school selling period.”

Churn (postpaid): 0.88% (Q1 2021) — “We further maintained strong customer retention this quarter, achieving postpaid churn of 0.88%, an additional 5 basis point improvement year-on-year.”

Churn (Wireless postpaid): 1% (FY2020) — “Improved Wireless postpaid churn by 11 basis points to 1.00%”

Churn (postpaid): 1.19% (Q4 2020) — “Postpaid churn improved to 1.19% compared to compared to 1.26% last year. The improvement reflects strong execution by our teams in the COVID environment during a very competitive quarter.”

Churn (postpaid): 1.1% (Q3 2020) — “Despite the competitive intensity in the quarter, our team continues to do a good job of managing churn. Postpaid churn in Q3 came in at 1.1%, a full 10 basis points better than Q3 of last year.”

Churn (postpaid): 0.77% (Q2 2020) — “With the lower activity, churn dropped dramatically to 0.77% for the quarter. While this is lower than normal, we don't view any subscriber metric during this period as being meaningful to any long-term franchise value of our Wireless business.”

Churn (postpaid wireless): 0.93% (Q1 2020) — “We posted 0.93% churn for the quarter, but again, churn was even lower in the last few weeks of the quarter.”

Churn (postpaid wireless): 1.05% (Q4 2019) — “Churn was up 3 basis points from last year and, again, better trending than the 11 basis point increase we saw in Q3”

Churn (postpaid wireless): 0.99% (Q1 2019) — “We achieved the best postpaid churn in our company's history at 0.99%, a key milestone in our customer experience journey.”

Churn (Wireless Prepaid): 4.38% (2018 (monthly)) — “Prepaid Churn (monthly) 4.38% 3.48% 0.90 pts”

Churn (postpaid wireless (monthly)): 1.1% (FY2018) — “Postpaid churn (monthly) 1.10% 1.20% (0.10 pts). Increased customer experience metrics to account for 50% of our 2018 company-wide bonus”

Churn (postpaid wireless): 1.23% (Q4 2018) — “We delivered postpaid churn of 1.23%, our best Q4 results in almost a decade.”

Churn (postpaid wireless): 1.09% (Q3 2018) — “We reported 124,000 postpaid net subscriber additions. Our commitment to improving the customer experience has resulted in churn of 1.09%, which is a 7 basis point improvement year-on-year.”

Churn (Wireless postpaid): 1.01% (Q2 2018) — “Postpaid churn of 1.01%, improved 4 basis points — best postpaid churn rate in 9 years”

Churn (Prepaid): 4.24% (Q1 2018) — “Prepaid Churn (monthly) 4.24% ... 3.74% 0.50 pts”

Churn (Postpaid): 1.08% (Q1 2018) — “Postpaid churn of 1.08%, improved 2 basis points and the best Q1 postpaid churn rate in fifteen years”

Churn (Wireless postpaid): 1.2% (FY2017) — “Postpaid churn (monthly) 1.20% 1.23% (0.03 pts)”

Churn (Wireless postpaid): 1.48% (Q4 2017) — “our postpaid churn came in at 1.48%. We have addressed the root cause, and this onetime occurrence will not impact our 2018 run rate.”

Churn (Wireless postpaid): 1.2% (Q4 2017) — “we gained 354,000 net additions and delivered a churn rate of 1.2%. These are the best subscriber metrics we have seen since 2010.”

Churn (Prepaid): 3.04% (Q3 2017) — “Churn (monthly) 3.04% 3.49% (0.45 pts)”

Churn (Postpaid): 1.16% (Q3 2017) — “Postpaid churn of 1.16%, improved 10 basis points, and the best third quarter churn rate in 8 years”

Churn (Wireless postpaid): 1.05% (Q2 2017) — “Postpaid churn improved 9 basis points to 1.05, with substantially lower churn rates on our Share Everything plans.”

Churn (Wireless Prepaid): 3.74% (Q1 2017) — “Prepaid Gross additions 150 157 (7) Net losses (42) (19) (23) Total prepaid subscribers 2 1,675 1,587 88 Churn (monthly) 3.74 % 3.65 % 0.09 pts”

Churn (Wireless Postpaid): 1.1% (Q1 2017) — “Postpaid churn declined 7 basis points year on year to 1.10% in the first quarter and represented the lowest first quarter postpaid churn rate since 2010.”

Churn (wireless postpaid): 1.23% (FY2016) — “Postpaid churn (monthly) 1.23% 1.27% (0.04 pts)”

Churn (Prepaid): 3.32% (FY 2016, monthly) — “Churn (monthly) 3.32 % 3.45 % (0.13 pts)”

Churn (Postpaid): 1.23% (FY 2016, monthly) — “Churn (monthly) 1.23 % 1.27 % (0.04 pts)”

Churn (Postpaid Wireless): 1.35% (2016, monthly) — “Postpaid Wireless churn remained stable year on year in the fourth quarter and decreased four basis points in 2016 for the lowest postpaid churn rate since 2010.”

Churn (Wireless postpaid): 1.26% (Q3 2016) — “this is our lowest Q3 churn since 2013, coming in at 1.26%, and the fourth consecutive quarter of year-on-year improvement.”

Churn (Wireless postpaid): 1.17% (Q1 2016) — “Postpaid churn was 1.17%, representing a year-over-year improvement of 7 basis points.”

Churn (prepaid): 3.92% (Q2 2014) — “Monthly churn 3.92% vs 4.13% in Q2 2013”

Churn (postpaid): 1.13% (Q2 2014) — “Postpaid churn continued to improve this quarter falling four basis points to 1.13%, compared to 1.17% in the second quarter of 2013”

Churn (prepaid): 3.55% (Q1 2014) — “Monthly churn 3.55% vs 4.48% in Q1 2013”

Churn (postpaid): 1.2% (Q1 2014) — “Postpaid churn improved to 1.20% this quarter, compared to 1.22% for the same period last year”

Churn (prepaid wireless): 3.85% (2013) — “Monthly churn 3.85% in prepaid, down from 3.98% in 2012”

Churn (postpaid wireless): 1.24% (2013) — “Postpaid Wireless subscriber growth continued with net additions of 228,000 and lower churn of 1.24%”

Churn (Prepaid): 3.41% (Q4 2013, monthly) — “Monthly churn 3.41% 3.77% (0.36) pts”

Churn (Postpaid): 1.34% (Q4 2013, monthly) — “Postpaid churn was 1.34% this quarter, compared to 1.40% for the same period last year”

Churn (One-way messaging (monthly)): 2.43% (2005) — “One-way messaging (paging) subscriber churn for the year decreased to 2.43% for 2005”

Churn (Prepaid (monthly)): 3.54% (2005) — “Monthly prepaid churn increased to 3.54% in 2005 from 2.94% in 2004”

Churn (Postpaid voice and data (monthly)): 1.61% (2005) — “Monthly postpaid voice and data subscriber churn decreased to 1.61% in 2005, from 1.81% in 2004”

Churn (One-Way Messaging): 2.42% (Q2 2005) — “One-way messaging (paging) subscriber churn for the quarter decreased to 2.42% for the second quarter of 2005.”

Churn (Prepaid): 3.37% (Q2 2005) — “Prepaid churn increased to 3.37% from 3.15% in the same quarter in 2004 due to the impact of competitive prepaid offerings in the market.”

Churn (Postpaid voice and data): 1.47% (Q2 2005) — “Postpaid voice and data subscriber churn for the second quarter of 2005 was the lowest quarterly churn for Wireless in over nine years. The postpaid churn decreased to 1.47% in the three months ended June 30, 2005, from 1.76% in the corresponding period of 2004.”

Churn (Total postpaid and prepaid): 2.34% (Q1 2005) — “Churn 2.34% in Q1 2005, up from 2.14% in Q1 2004”

Churn (Prepaid): 3.7% (Q1 2005) — “Prepaid churn decreased to 3.70% from 3.80% in the prior year period”

Churn (Postpaid voice and data): 1.9% (Q1 2005) — “Postpaid voice and data subscriber churn increased to 1.90% in the three months ended March 31, 2005”

Churn (one-way messaging (paging)): 2.78% (FY2004) — “One-way messaging (paging) subscriber churn has declined year-over-year to 2.78%”

Churn (prepaid): 2.94% (FY2004) — “The increase in prepaid churn to 2.94% in 2004 from 2.82% in the prior year period”

Churn (postpaid voice and data): 1.81% (FY2004) — “Wireless' postpaid voice and data subscriber churn rate of 1.81% in 2004 improved from 1.88% in 2003”

Churn (One-way messaging (paging)): 2.77% (Q3 2004) — “One-way messaging (paging) subscriber churn has declined year-over-year to 2.77%”

Churn (Prepaid): 2.96% (Q3 2004) — “The increase in prepaid churn to 2.96% from 2.48% in the prior year period”

Churn (Postpaid voice and data): 1.85% (Q3 2004) — “Wireless' postpaid voice and data subscriber churn rate of 1.85% in the three months ended September 30, 2004 was unchanged from the third quarter of 2003”

Churn (One-way messaging): 2.77% (Q3 2004) — “One-way messaging (paging) subscriber churn has declined year-over-year to 2.77%, while one-way messaging ARPU has increased by 7.1%”

Churn (Wireless prepaid): 2.96% (Q3 2004) — “The increase in prepaid churn to 2.96% from 2.48% in the prior year period reflects the minimal sales and marketing resources applied to its prepaid offerings”

Churn (Wireless postpaid voice and data): 1.85% (Q3 2004) — “Wireless' postpaid voice and data subscriber churn rate of 1.85% in the three months ended September 30, 2004 was unchanged from the third quarter of 2003”