NPS Intelligence (beta)

Shentel reported Net Promoter Scores in the 60 range, above cable, emphasizing product quality and service matter more to customers than bundling.

Shenandoah Telecommunications has maintained Net Promoter Score in the 60% range for the past two years, outperforming low-single-digit industry baseline.

…(ARPU) Data Churn HIGHLIGHTS GLO FIBER EXPANSION MARKETS INCUMBENT BROADBAND MARKETS COMMERCIAL FIBER FINANCIALS 61 Net Promoter Score 1.1 % Full year 2025 average monthly churn rate 1.0% 1.0% 1.1% 2023 2024 2025 $72 $77 $77 2023 2024 2025 13 Homes…

On Slide 9, we highlight our most recent Net Promoter Score customer satisfaction survey, where we received an outstanding score of 61. This result compares very favorably with cable competitors that often have single-digit scores.

outstanding score of 61

Our most recent net promoter score for Glo Fiber broadband service was 69, which compares very favorably to low single-digit or even negative scores for our cable competition.

We recently surveyed almost 3,000 Glo Fiber customers, and we were very pleased with our Net Promoter Score of 61. As comparison, many broadband providers are in the single-digits or even in the negative range.

…customers benefiting from improved video services, high-speed data and voice servicesUpgrades completed in 2013 “Net promoter score” has increased dramatically since 2011 * Adele SkolitsVP of Finance and CFO * Profitability Consolidated Results($…

…2013Cable customers benefiting from improved video, voice and high-speed data services Upgrades completed in 2013 “Net promoter score” up dramatically from 2011 * Adele SkolitsVP of Finance and CFO * Profitability Consolidated Results($ in thousands,…

Through the hard work of our employees and managers, we significantly improved our 2013 score, achieving gains

…opportunity to acquire/upgrade neglected markets Strong demand in the region for high-speed “triple play” offering Net Promoter Score has improved from -5 in 2010 to +35 in 2013 Cable: Important Growth Initiative Since 2008 * Cable Network Shentel…

Churn (broadband data): 1.73% (Q2 2026) — “Broadband data monthly churn increased modestly in the second quarter to 1.73%.”

Churn (broadband data): 1.21% (Q2 2026) — “Our average monthly churn was 1.21% in the second quarter, which continues to be among the best in the industry.”

Churn (broadband data): 1.46% (Q1 2026) — “Monthly broadband data churn was stable sequentially and up modestly year-over-year at 1.46% for the first quarter.”

Churn (broadband data): 0.92% (Q1 2026) — “Our average monthly churn was 0.92% in the first quarter, which continues to be among the best in the industry.”

Churn (Commercial Fiber): 0.68% (2025) — “Monthly Compression and Churn 0.68%”

Churn (Glo Fiber Expansion Markets): 1.1% (2025) — “1.1 % Full year 2025 average monthly churn rate”

Churn (broadband data): 1.47% (Q4 2025) — “Monthly broadband data churn improved sequentially and remained steady year-over-year at 1.47% for the fourth quarter.”

Churn (broadband data): 1.01% (Q4 2025) — “Our continued focus on customer service is a key driver of our low churn with average monthly churn of 1.01% in the fourth quarter and 1.07% for full year 2025.”

Churn (broadband data): 1.61% (Q3 2025) — “Moving to Slide 12, monthly broadband data churn improved 6 basis points year-over-year, reaching 1.61% in the third quarter.”

Churn (broadband data): 1.17% (Q3 2025) — “On Slide 9, monthly broadband data churn for the quarter remained steady at 1.17%.”

Churn (commercial): 0.4% (Q2 2025) — “average monthly compression and disconnect churn remained very low at 0.4% in the second quarter.”

Churn (broadband data): 1.59% (Q2 2025) — “Monthly broadband data churn improved 10 basis points year-over-year, reaching 1.59% in the second quarter.”

Churn (commercial): 1.3% (Q1 2025) — “Average monthly compression and disconnect churn was up slightly year-over-year to 1.3% due to an expected re-rate of certain T-Mobile circuits.”

Churn (broadband data): 1.36% (Q1 2025) — “Monthly broadband data churn continued to improve in the first quarter, down more than 30 basis points year-over-year to 1.36%.”

Churn (commercial): 0.6% (FY2024) — “Excluding the impact of the T-Mobile network rationalization, average monthly churning compression for 2024 remained low at approximately 0.6%.”

Churn (broadband data): 1.49% (Q4 2024) — “For the fourth quarter of 2024, average monthly churn was 1.49%, down 5 basis points from the fourth quarter of 2023.”

Churn (broadband data): 1.63% (FY2024) — “Monthly data churn for 2024 averaged 1.63% and former ACP customers accounted for about 8 basis points of churn.”

Churn (incumbent broadband data): 1.67% (Q3 2024) — “Data churn for the third quarter was 1.67%, and former ACP customers accounted for 12 basis points of the churn.”

Churn (Glo Fiber broadband data): 1.17% (Q3 2024) — “Our broadband data churn for the third quarter was 1.17%, with former affordable connectivity program customers accounting for about 6 basis points of churn.”

Churn (commercial): 0.5% (Q2 2024) — “Excluding the impact of the T-Mobile network rationalization, monthly churn and compression decreased year-over-year to 0.5%.”

Churn (incumbent broadband data): 1.63% (Q2 2024) — “For incumbent broadband, churn was 1.63%, an improvement of 12 basis points year-over-year.”

Churn (Glo Fiber broadband data): 1.18% (Q2 2024) — “Our broadband data churn for the second quarter was 1.18%, a slight increase year-over-year, driven by customers moving out of our markets.”

Churn (commercial): 1% (Q1 2024) — “Monthly churn and compression decreased significantly year-over-year to 1% for the first quarter of 2024.”

Churn (Glo Fiber broadband data): 0.86% (Q1 2024) — “our churn remained extremely low at 0.86% for the quarter.”

Churn (commercial): 0.4% (FY2023) — “Excluding T-Mobile, churn and revenue compression remained low at 0.4% for 2023.”

Churn (incumbent broadband data): 1.65% (FY2023) — “For the entire year, churn was 1.65%, up about 7 basis points year-over-year, due to overbuilder competition in some markets.”

Churn (incumbent broadband data): 1.58% (Q4 2023) — “Broadband data churn was 1.58% for the fourth quarter of 2023, an improvement of 5 basis points year-over-year.”

Churn (Glo Fiber broadband data): 1% (FY2023) — “our churn remained very low at 1.0% for 2023, an improvement of 7 basis points over the prior year.”

Churn (commercial): 0.3% (Q3 2023) — “excluding T-Mobile network rationalization, churn and revenue compression for the Commercial Fiber business decreased year-over-year to 0.3%.”

Churn (Glo Fiber broadband data): 1.1% (Q3 2023) — “our churn continues to remain very low at 1.1%, an improvement of 10 basis points over the third quarter of 2022.”

Churn (Commercial Fiber (excl. T-Mobile)): 0.7% (Q2 2023) — “Excluding T-Mobile, churn and revenue compression for our Commercial Fiber business did increase year-over-year, but remained low at 0.7%”

Churn (Broadband data): 1.8% (Q2 2023) — “Broadband data churn was up 14 basis points year-over-year at approximately 1.8% for the quarter”

Churn (Commercial Fiber (excl. T-Mobile)): 0.6% (Q1 2023) — “Excluding T-Mobile, churn and revenue compression for our Commercial Fiber business remains very low at approximately 0.6%”

Churn (Broadband data): 1.52% (Q1 2023) — “churn was up approximately 20 basis points year-over-year to 1.52% for the quarter”

Churn (Glo Fiber): 0.86% (Q1 2023) — “our churn continues to remain very low at 0.86% for the quarter”

Churn (Commercial Fiber (excl. T-Mobile)): 0.33% (FY 2022) — “Excluding T-Mobile, churn and revenue compression for our Commercial Fiber business improved significantly year-over-year with a combined total of just 0.33%”

Churn (Broadband data): 1.58% (FY 2022) — “churn remained fairly steady year-over-year at 1.58% in 2022”

Churn (Glo Fiber): 1.1% (FY 2022) — “our churn remains extremely low at less than 1.1% as our local customer service team and technicians continue to take great care of our customers”

Churn (Commercial Fiber): 0.2% (Q3 2022) — “Monthly churn and revenue compression for our commercial fiber business improved significantly year-over-year, with a combined total of just 0.2%”

Churn (Glo Fiber): 1.2% (Q3 2022) — “we saw churn improve by 12 basis points year-over-year to 1.2%”

Churn (Commercial Fiber): 0.3% (Q2 2022) — “Monthly churn and revenue compression for our commercial fiber business improved significantly year-over-year with a combined total of 0.3%”

Churn (Broadband data): 1.67% (Q2 2022) — “Broadband data churn for the second quarter was 1.67% about 8 basis points higher than the same period in 2021”

Churn (Glo Fiber broadband data): 1.22% (Q2 2022) — “our broadband data churn rate remains low at 1.22%”

Churn (Commercial Fiber): 0.4% (Q1 2022) — “Monthly churn and revenue compression for our commercial fiber business also improved significantly year-over-year with a combined total of 0.4%”

Churn (Beam fixed wireless): 0.79% (Q1 2022) — “our churn remains very low at 0.79%”

Churn (Broadband data): 1.32% (Q1 2022) — “Broadband churn continues to be near record lows, finishing the quarter at 1.32%”

Churn (Broadband data (all products)): 1.3% (Q1 2022) — “we had another strong quarter of delighting and retaining our customers with churn of 1.3% across all of our data products”

Churn (Beam): 0.78% (FY 2021) — “our churn remains very low at 0.78% for the year and 0.67% for the quarter”

Churn (Broadband data): 1.49% (Q4 2021) — “this strong performance continued into the fourth quarter with churn of 1.49%”

Churn (Broadband data): 1.54% (FY 2021) — “Churn in 2021 reached a record low of 1.54% and this strong performance continued into the fourth quarter with churn of 1.49%”

Churn (Glo Fiber broadband data): 1.32% (Q3 2021) — “Our broadband data churn rate did increased 34 basis points year-over-year to 1.32%”

Churn (Broadband data): 1.77% (Q3 2021) — “Churn in the third quarter decreased by 12 basis points year-over-year to 1.77%”

Churn (incumbent cable broadband): 1.3% (Q1 2021) — “record low incumbent cable churn below 1.3%”

Churn (Glo Fiber high-speed data): 0.88% (Q4 2020) — “We continue to see extraordinarily low churn in our Glo Fiber high-speed data product with less than 1% churn in the quarter at 0.88%.”

Churn (incumbent cable broadband data): 1.54% (Q4 2020) — “Incumbent cable broadband data churn in the fourth quarter continued to improve, declining 10 basis points versus the prior year quarter to an impressive 1.54%, representing the 15th consecutive quarter of year-over-year churn improvement.”

Churn (Glo Fiber high-speed data): 0.98% (Q3 2020) — “We continue to see extraordinarily low churn in our Glo Fiber high-speed data product with only 0.98% churn in the quarter.”

Churn (incumbent cable broadband data): 1.88% (Q3 2020) — “Incumbent cable broadband data churn declined 9 basis points to 1.88% in the third quarter, representing the 14th consecutive quarter of year-over-year churn improvement.”

Churn (broadband data): 1.32% (Q2 2020) — “Broadband segment data churn declined a remarkable 83 basis points to 1.32% in the second quarter, representing the 13th consecutive quarter of year-over-year churn improvement.”

Churn (postpaid wireless): 1.55% (Q2 2020) — “combined postpaid churn was down year-over-year in the wake of the impact of COVID to 1.55%”

Churn (broadband data): 1.48% (Q1 2020) — “Broadband data churn declined five basis points to 1.48% in the first quarter, which represents the 12th consecutive quarter of year-over-year churn improvement.”

Churn (postpaid wireless): 1.9% (Q1 2020) — “Combined postpaid churn was flat year-over-year at 1.9%”

Churn (prepaid wireless): 4.52% (Q4 2019) — “Fourth quarter prepaid churn dropped four basis points year-over-year to 4.52%”

Churn (postpaid wireless): 2.05% (Q4 2019) — “Combined postpaid churn rose 15 basis points year-over-year to 2.05%, with phone churn increasing 13 basis points year-over-year”

Churn (prepaid wireless): 4.38% (Q3 2019) — “Third quarter prepaid churn dropped 24 basis points year-over-year to 4.38%”

Churn (postpaid wireless): 1.99% (Q3 2019) — “Postpaid churn rose 15 basis points year over year to 1.99%”

Churn (prepaid): 3.97% (Q2 2019) — “our prepaid churn continued to improve, declining 28 basis points to 3.97%”

Churn (prepaid): 4.14% (Q1 2019) — “prepaid churn declined from 4.42% to 4.14%”

Churn (postpaid): 1.89% (Q1 2019) — “Postpaid churn for the quarter was 1.89%, consistent with prior year”

Churn (prepaid): 4.55% (Q4 2018) — “Postpaid churn for the quarter was 4.55%, which was a 50 basis point improvement over last year's fourth quarter”

Churn (postpaid legacy area): 1.74% (Q4 2018) — “postpaid churn in our core legacy area at 1.74%”

Churn (postpaid): 1.9% (Q4 2018) — “Postpaid churn for the quarter was 1.9% which was a 5 basis point improvement versus the fourth quarter of 2017”

Churn (prepaid): 4.62% (Q3 2018) — “prepaid churn for the quarter of 4.62% is a 63 basis point improvement over last year's third quarter”

Churn (postpaid legacy area): 1.68% (Q3 2018) — “churn in our core legacy area at 1.68%”

Churn (postpaid): 1.84% (Q3 2018) — “postpaid churn for the quarter of 1.84%, a 35 basis point improvement versus the third quarter of 2017”

Churn (postpaid legacy area): 1.55% (Q2 2018) — “churn in our core legacy area that at 1.55%”

Churn (postpaid): 1.67% (Q2 2018) — “postpaid churn for the quarter of 1.67%, which is a nice improvement versus the second quarter of 2017”

Churn (postpaid): 1.89% (Q1 2018) — “Postpaid churn showed on Slide 24 for the quarter was 1.89%, continued to improve”

Churn (postpaid excluding migration): 1.85% (Q3 2017) — “Excluding the migration churn the combined postpaid churn is 1.85%”

Churn (postpaid combined (adjusted)): 1.7% (Q2 2017) — “If we omit the churn caused by the nTelos customers that did not migrate in the quarter, the combined churn drops from 2% to 1.7%”

Churn (postpaid combined): 2% (Q2 2017) — “combined postpaid churn...combined churn rate would be 1.8%...combined churn at this level”

Churn (postpaid nTelos non-migrated): 3% (Q1 2017) — “those nTelos customers that still have not migrated have churn over 3%”

Churn (postpaid legacy): 1.6% (Q4 2016) — “Overall churn was 2.1% with legacy area churn at 1.6%”

Churn (postpaid combined): 2.1% (Q4 2016) — “Overall churn was 2.1% with legacy area churn at 1.6%”

Churn (prepaid new area): 4.8% (Q3 2016) — “Prepaid churn is shown on slide 21. You see that legacy area prepaid churn is down at 4.7% compared to 5.1% a year ago. New area churn was 4.8%”

Churn (postpaid new area): 2.37% (Q3 2016) — “with churn at 2.37% we had a net loss of 4,448 postpaid customers”

Churn (postpaid legacy): 1.55% (Q3 2016) — “due to a slightly increase in churn from 1.4% to 1.55% the net adds were 5,670”

Churn (prepaid legacy): 4.7% (Q2 2016) — “legacy area prepaid churn is down at 4.7% compared to 5.1% a year ago”

Churn (prepaid combined): 4.74% (Q2 2016) — “combined churn at 4.74%”

Churn (prepaid): 5% (Q1 2016) — “We continue to have elevated prepaid churn at 5%”

Churn (Postpaid wireless): 1.48% (Q4 2015) — “Shentel's postpaid churn rate in the fourth quarter was 1.48%, compared to 1.92% in the same quarter last year”

Churn (Postpaid wireless): 1.47% (FY 2015) — “The Company's 2015 annual postpaid churn rate was 1.47%”

Churn (prepaid): 4% (FY 2014) — “Shentel had prepaid customer churn of 4.02% for the fourth quarter and 4.00% for the year.”

Churn (postpaid): 1.76% (FY 2014) — “The Company's 2014 annual postpaid churn rate was 1.76%.”

Churn (Prepaid): 4.24% (FY2013) — “Shentel had prepaid customer churn of 3.65% for the fourth quarter and 4.24% for the year.”

Churn (Postpaid): 1.75% (FY2013) — “The Company's 2013 annual postpaid churn rate was 1.75%.”

Churn (Wireless PCS Prepaid): 4.5% (Q1 2011) — “Churn rate of 4.5% for Q1 2011 down from 4.6% for Q4 2010”

Churn (wireless/postpaid): 1.9% (2010) — “Our churn rate was lower at 1.9% in 2010 compared to 2.1% in 2009”

Churn (PCS Average Monthly Retail Churn - Prepaid): 4.85% (FY2010) — “PCS Average Monthly Retail Churn % - Prepaid (4) 4.85 %”

Churn (PCS Average Monthly Retail Churn - Postpaid): 1.89% (FY2010) — “PCS Average Monthly Retail Churn % - Postpaid (4) 1.89 %”

Churn (Wireless PCS Prepaid): 4.9% (FY2010) — “Churn rate of 4.9% since 7/1/10”

Churn (Wireless PCS Postpaid): 1.8% (Q4 2010) — “Q4 2010 churn of 1.8% down from 2.0% in Q4 2009”

Churn (Wireless PCS Postpaid): 1.9% (FY2010) — “Annual churn of 1.9% compared to 2.1% for 2009”

Churn (Wireless PCS Postpaid): 1.9% (Q3 2010) — “Quarterly churn improves - Q3 '10 churn of 1.9% compared to 2.2% for Q3 '09”

Churn (postpaid PCS): 1.82% (9M 2010) — “PCS Average Monthly Retail Churn % - Postpaid 1.82 % 2.13 %”

Churn (Shenandoah Wireless (PCS) retail): 1.91% (Q1 2010) — “The Company's average PCS retail customer turnover, or churn rate, was 1.91% in the first quarter of 2010, compared to 2.15% in the first quarter of 2009.”

Churn (PCS (wireless)): 1.99% (Q4 2009, monthly) — “The Company's average PCS retail customer turnover, or churn rate, was 1.99% in the fourth quarter of 2009”

Churn (PCS retail): 2.17% (Q3 2009) — “PCS Average Monthly Retail Churn % 2.17 % 1.87 % 1.85 % 2.32 %”

Churn (PCS Retail): 2.07% (Q2 2009) — “PCS Average Monthly Retail Churn % was 2.07% as of June 30, 2009, compared to 1.74% in the second quarter of 2008.”

Churn (PCS retail): 2.15% (Q1 2009 (three months ended March 31, 2009), monthly) — “PCS Average Monthly Retail Churn% was 2.15% in the first quarter of 2009, compared to 1.98% in the first quarter of 2008.”

Churn (PCS (wireless)): 1.9% (2008) — “The Company's average PCS retail customer turnover, or churn rate, was 1.9% in 2008, compared to 2.0% in 2007.”

Churn (retail): 1.86% (FY2008) — “The 2008 annual retail churn rate was 1.86%.”

Churn (retail PCS): 1.87% (Q4 2008) — “The Company had fourth quarter retail PCS churn of 1.87%.”

Churn (PCS): 1.85% (Q3 2008) — “The Company's average PCS retail customer turnover, or churn rate, was 1.85% in the third quarter of 2008, compared to 2.28% in the third quarter of 2007”

Churn (PCS): 1.7% (Q2 2008) — “PCS Average Monthly Retail Churn % was 1.7% in the second quarter of 2008”

Churn (PCS retail): 2% (Q1 2008 (three months ended March 31, 2008), monthly) — “The Company's average PCS retail customer turnover, or churn rate, was 2.0% in the first quarter of 2008, compared to 2.3% in the fourth quarter of 2007 and 1.8% in the first quarter of 2007”

Churn (PCS retail): 2.3% (2007) — “PCS Average Monthly Retail Churn % 2.3% for 2007”

Churn (retail PCS): 2% (FY2007) — “The 2007 annual retail churn rate was 2.0%”

Churn (PCS retail): 2.3% (Q3 2007, monthly) — “The average PCS retail customer turnover, or churn rate, was 2.3% in the third quarter of 2007, compared to 1.9% in the third quarter of 2006”

Churn (PCS retail): 1.7% (Q2 2007, monthly) — “The Company's average PCS retail customer turnover, or churn rate, was 1.7% in the second quarter of 2007, compared to 1.9% in the second quarter of 2006.”

Churn (PCS retail): 1.8% (Q1 2007) — “The Company's average PCS retail customer turnover, or churn rate, was 1.8% in the first quarter of 2007, compared to 1.9%”

Churn (PCS Average Monthly Retail): 1.9% (FY2006) — “PCS Average Monthly Retail Churn % (4) 1.9 % 1.9 % 1.9 % 1.9 % 1.9 %”

Churn (Shenandoah retail PCS): 1.9% (FY2006) — “The 2006 annual retail churn rate was 1.9%, an improvement from 2.0% in 2005.”

Churn (PCS retail): 1.9% (2005) — “The Company's average PCS retail customer turnover, or churn rate, was 2.0% in 2005, compared to 2.1% in 2004”

Churn (retail PCS): 1.9% (Q4 2005) — “fourth quarter retail PCS churn of 1.9% compared to 2.2% in the fourth quarter of 2004”

Churn (PCS retail): 1.9% (Q2 2005) — “In the second quarter of both 2005 and 2004, the Company's average PCS retail customer turnover, or churn rate was 1.9%”

Churn (PCS retail): 2.1% (Q1 2005) — “In the first quarter of 2005, the Company's average PCS retail customer turnover, or churn rate was 2.1%, compared to 2.2%”

Churn (PCS operation): 2.2% (2004) — “Churn was 2.2%, comparable to the same period last year.”

Churn (PCS retail): 2.2% (Q3 2004) — “In the third quarter of 2004, the Company's average PCS retail customer turnover, or churn, rate was 2.2%, compared to 2.4% in the third quarter of 2003.”

Churn (PCS): 1.9% (Q2 2004, monthly) — “In the second quarter of 2004, the Company's average PCS customer turnover, or churn, rate decreased to 1.9%, compared to 2.1% in the second quarter of 2003.”

Churn (PCS): 2.2% (Q1 2004) — “In the first quarter of 2004, the Company's average PCS churn rate decreased to 2.2%, compared to 2.6% in the first quarter of 2003”

Churn (PCS): 2.2% (Q3 2003) — “In the third quarter of 2003 the Company's average churn rate decreased to 2.2%, compared to the peak of 4.0% in the third quarter of 2002.”

Churn (PCS): 1.9% (Q2 2003) — “PCS Ave. monthly churn % 1.90% 2.30% 3.40% 4.00% 3.21% for Q2 2003 vs Q1 2003”

Churn (PCS): 2.3% (Q1 2003) — “In the first quarter of 2003, the Company's average churn rate declined to 2.30%, down from 3.40% in fourth quarter 2002, and below third quarter's high of 4.00%.”