Sprint
sprint.com ↗In their words
“Monthly subscriber churn rate Prepaid 4.74%”
“Monthly subscriber churn rate Postpaid 1.78%”
“Monthly subscriber churn rate Prepaid 4.17%”
NPS disclosures (20)
In addition, we have established a customer experience team to support our focus on net promoter score as a key measure of customer satisfaction.
In addition, we have established a customer experience team to support our focus on net promoter score as an important key measure of customer satisfaction.
In addition, we have established a customer experience team to support our focus on net promoter score as an important key measure of customer satisfaction.
In addition, we have established a customer experience team to support our focus on net promoter score as an important key measure of customer satisfaction.
In addition, we have established a customer experience team to support our focus on net promoter score as an important key measure of customer satisfaction.
In addition, we have established a customer experience team to support our focus on net promoter score as an important key measure of customer satisfaction.
In addition, we have established a customer experience team to support our focus on net promoter score as an important key measure of customer satisfaction.
…73% Adjusted EBITDA less Handset Depreciation $4,900 million $5,200 million $6,200 million $6,365 million 200% Improvement in Net Promoter Score 4 point improvement from target date 6 point improvement from target date 10 point improvement from…
In addition, we have established a customer experience team to support our focus on net promoter score as an important key measure of customer satisfaction.
Performance Metric Weighting Improvement in Net Promoter Score - a measure of customers' perceptions of Sprint 25% Corporate Gross Additions - a measure of the new wireless subscribers we gain 25% Corporate Churn - a measure of how we retain existing…
In addition, we have established a Customer Experience Office to support our focus on net promoter score as our key measure in customer satisfaction.
In addition, we have established a Customer Experience Office to support our focus on net promoter score as our key measure in customer satisfaction.
In addition, we have established a Customer Experience Office to support our focus on net promoter score as our key measure in customer satisfaction.
(b) Sprint platform postpaid handset net additions, weighted at 40 percent; and (c) certain metrics based on a net promoter score, weighted at 20 percent.
…$5,500 million $5,700 million $6,000 million 200% Sprint Platform Net Additions 1,200,000 1,600,000 2,586,000 200% Improvement in Net Promoter Score 4 point improvement from target date 8 point improvement from target date 6 point improvement from…
In addition, we have established a Customer Experience Office to support our focus on Net Promoter Score as our key measure in customer satisfaction.
The company has also placed greater emphasis on Net Promoter Score (NPS), a measure of customer loyalty, by establishing a chief experience officer dedicated to improving this metric and by linking NPS improvement to every employee’s compensation.
On October 3, 2014, the Compensation Committee replaced the previously-established objective of postpaid churn, weighted at 20%, with certain metrics based on a net promoter score.
We have improved our net promoter score as compared to last year as to how likely it is for customers to recommend Sprint to a friend or colleague.
We have improved our net promoter score as compared to last year as to how likely it is for customers to recommend Sprint to a friend or colleague.
Retention disclosures (134)
Sprint studies the impact of its customer retention efforts on targeted customers and their networks.
Churn (Prepaid): 4.92% (Q4 2019 (December 31, 2019), monthly) — “Monthly subscriber churn rate (1) ... Prepaid 4.17 % 4.74 % 4.83 % 4.37 % 4.23 % 4.94 % 4.92 %”
Churn (Postpaid): 1.98% (Q4 2019 (December 31, 2019), monthly) — “Monthly subscriber churn rate (1) Postpaid 1.63 % 1.78 % 1.85 % 1.81 % 1.74 % 1.87 % 1.98 %”
Churn (prepaid): 4.94% (Q3 2019, monthly) — “Prepaid 4.17 % 4.74 % 4.83 % 4.37 % 4.23 % 4.94 %”
Churn (postpaid): 1.87% (Q3 2019, monthly) — “Monthly subscriber churn rate Postpaid 1.63 % 1.78 % 1.85 % 1.81 % 1.74 % 1.87 %”
Churn (Prepaid): 4.23% (Q2 2019 (June 30, 2019)) — “Monthly subscriber churn rate Prepaid 4.23 % at June 30, 2019”
Churn (Postpaid): 1.74% (Q2 2019 (June 30, 2019)) — “Monthly subscriber churn rate Postpaid 1.74 % at June 30, 2019”
Churn (prepaid): 4.83% (Q4 2018, monthly) — “Prepaid 4.57 % 4.83 % 4.63 % 4.30 % 4.17 % 4.74 % 4.83 %”
Churn (postpaid): 1.85% (Q4 2018, monthly) — “Monthly subscriber churn rate Postpaid 1.65 % 1.72 % 1.80 % 1.78 % 1.63 % 1.78 % 1.85 %”
Churn (prepaid subscribers): 4.74% (Q3 2018 (Sept 30, 2018), monthly) — “Monthly subscriber churn rate Prepaid 4.74%”
Churn (postpaid subscribers): 1.78% (Q3 2018 (Sept 30, 2018), monthly) — “Monthly subscriber churn rate Postpaid 1.78%”
Churn (prepaid subscribers): 4.17% (Q2 2018 (June 30, 2018), monthly) — “Monthly subscriber churn rate Prepaid 4.17%”
Churn (postpaid subscribers): 1.63% (Q2 2018 (June 30, 2018), monthly) — “Monthly subscriber churn rate Postpaid 1.63%”
Churn (prepaid subscribers): 4.63% (Q4 2017 (Dec 31, 2017), monthly) — “Monthly subscriber churn rate Prepaid 4.63%”
Churn (postpaid subscribers): 1.8% (Q4 2017 (Dec 31, 2017), monthly) — “Monthly subscriber churn rate Postpaid 1.80%”
Churn (prepaid): 4.83% (Q3 2017) — “Monthly subscriber churn rate Prepaid 4.83% as of Sept 30, 2017”
Churn (postpaid): 1.72% (Q3 2017) — “Monthly subscriber churn rate Postpaid 1.72% as of Sept 30, 2017”
Churn (Sprint prepaid): 4.83% (Q2 FY2017) — “Prepaid churn was 4.83 percent compared to 5.59 percent for the year-ago period and 4.57 percent for the prior quarter.”
Churn (Sprint postpaid total): 1.72% (Q2 FY2017) — “Postpaid total churn of 1.72 percent for the quarter compared to 1.52 percent in the year-ago period and 1.65 percent in the prior quarter.”
Churn (Sprint postpaid phone): 1.59% (Q2 FY2017) — “Postpaid phone churn of 1.59 percent compared to 1.37 percent in the year-ago period and 1.50 percent in the prior quarter.”
Churn (prepaid): 4.57% (Q2 2017) — “Monthly subscriber churn rate Prepaid 4.57% as of June 30, 2017”
Churn (postpaid): 1.65% (Q2 2017) — “Monthly subscriber churn rate Postpaid 1.65% as of June 30, 2017”
Churn (prepaid): 5.8% (Q4 2016 (December 31, 2016), monthly) — “Total retail prepaid 5.63% (Q3 2016) and 5.80% (Q4 2016)”
Churn (postpaid): 1.67% (Q4 2016 (December 31, 2016), monthly) — “Total retail postpaid 1.61% (Q3 2016) and 1.67% (Q4 2016)”
Churn (prepaid): 5.63% (Q3 2016) — “Total retail prepaid 5.13 % 5.12 % 6.29 % 5.65 % 5.55 % 5.63 % ... Sept 30, 2016 ... 5.63%”
Churn (postpaid): 1.52% (Q3 2016) — “Total retail postpaid 1.61 % 1.61 % 1.87 % 1.72 % 1.56 % 1.52 % ... Sept 30, 2016 ... 1.52%”
Churn (prepaid): 5.55% (Q2 2016) — “Total retail prepaid 5.13 % 5.12 % 6.29 % 5.65 % 5.55 % ... June 30, 2016 ... 5.55%”
Churn (postpaid): 1.56% (Q2 2016) — “Total retail postpaid 1.61 % 1.61 % 1.87 % 1.72 % 1.56 % ... Monthly subscriber churn rate ... June 30, 2016 ... 1.56%”
Churn (Prepaid): 5.65% (Q4 2015) — “Churn was 5.65 percent compared to 3.84 percent for the year-ago period”
Churn (Postpaid phone): 1.56% (Q4 2015) — “Postpaid phone churn of 1.56% compared to 1.78% in the year-ago period”
Churn (Postpaid): 1.72% (Q4 2015) — “Postpaid churn of 1.72 percent was the lowest on record for a fiscal fourth quarter compared to 1.84 percent in the year-ago period”
Churn (Postpaid phone): 1.52% (FY 2015) — “phone churn of 1.52 percent are the best in company history and both improved by approximately 50 basis points year-over-year”
Churn (Postpaid): 1.61% (FY 2015) — “Fiscal year 2015 Sprint platform postpaid churn of 1.61 percent and phone churn of 1.52 percent are the best in company history and both improved by approximately 50 basis points year-over-year”
Churn (prepaid): 5.82% (Q4 2015) — “Total retail prepaid 4.50 % 3.81 % 3.97 % 3.84 % 5.13 % 5.12 % 6.29 % ... Dec 31, 2015 ... 5.82%”
Churn (postpaid): 1.62% (Q4 2015) — “Total retail postpaid 2.09 % 2.22 % 2.33 % 1.87 % 1.61 % 1.61 % 1.87 % ... Dec 31, 2015 ... 1.87%”
Churn (prepaid): 5.07% (Q3 2015) — “Prepaid 5.07% [monthly subscriber churn rate as of Sept 30, 2015]”
Churn (postpaid): 1.54% (Q3 2015) — “Sprint platform: Postpaid 1.54% [monthly subscriber churn rate as of Sept 30, 2015]”
Churn (Prepaid): 5.08% (quarterly) — “Churn was 5.08 percent compared to 4.44 percent for the year-ago period”
Churn (Postpaid): 1.56% (postpaid, quarterly) — “record low Sprint platform postpaid churn rate of 1.56 percent - a 49 basis point improvement year-over-year”
Churn (Prepaid retail (Sprint platform)): 3.94% (Q4 2014 (December 31, 2014)) — “Monthly subscriber churn rate Sprint platform: Prepaid 5.22 % 3.57 % 3.01 % 4.33 % 4.44 % 3.76 % 3.94 % as of Dec 31, 2014”
Churn (Postpaid retail (Sprint platform)): 2.3% (Q4 2014 (December 31, 2014)) — “Monthly subscriber churn rate (1) Sprint platform: Postpaid 1.83 % 1.99 % 2.07 % 2.11 % 2.05 % 2.18 % 2.30 % as of Dec 31, 2014”
Churn (Total retail prepaid): 3.81% (Q3 2014, monthly) — “Total retail prepaid 3.81%”
Churn (Total retail postpaid): 2.22% (Q3 2014, monthly) — “Total retail postpaid 2.22%”
Churn (Sprint platform postpaid): 2.18% (Q3 2014, monthly) — “Monthly subscriber churn rate Sprint platform: Postpaid 2.18%”
Churn (Total retail postpaid): 2.09% (Q2 2014, monthly) — “Total retail postpaid 2.09%”
Churn (Total retail postpaid): 2.63% (Q2 2013, monthly) — “Total retail postpaid 2.63%”
Churn (Sprint platform postpaid): 2.05% (Q2 2014, monthly) — “Monthly subscriber churn rate Sprint platform: Postpaid 2.05%”
Churn (Sprint platform postpaid): 1.83% (Q2 2013, monthly) — “Monthly subscriber churn rate Sprint platform: Postpaid 1.83%”
Churn (Sprint platform prepaid): 3.57% (Q3 2013) — “Monthly subscriber churn rate Sprint platform: Prepaid 3.57%”
Churn (Sprint platform postpaid): 1.99% (Q3 2013) — “Monthly subscriber churn rate Sprint platform: Postpaid 1.99%”
Churn (Sprint platform prepaid): 5.22% (Q2 2013) — “Monthly subscriber churn rate Sprint platform: Prepaid 5.22%”
Churn (Sprint platform postpaid): 1.83% (Q2 2013) — “Monthly subscriber churn rate Sprint platform: Postpaid 1.83%”
Churn (Total retail prepaid): 3.26% (Q1 2013) — “Total retail prepaid 3.26%”
Churn (Total retail postpaid): 2.09% (Q1 2013) — “Total retail postpaid 2.09%”
Churn (Sprint platform prepaid): 3.05% (Q1 2013) — “Monthly subscriber churn rate Sprint platform: Prepaid 3.05%”
Churn (Sprint platform postpaid): 1.84% (Q1 2013) — “Monthly subscriber churn rate Sprint platform: Postpaid 1.84%”
Churn (Nextel platform prepaid): 9.39% (Q3 2012, monthly) — “Prepaid 9.39%”
Churn (Nextel platform postpaid): 4.38% (Q3 2012, monthly) — “Nextel platform: Postpaid 4.38%”
Churn (Sprint platform prepaid): 2.93% (Q3 2012, monthly) — “Prepaid 2.93%”
Churn (Sprint platform postpaid): 1.88% (Q3 2012, monthly) — “Sprint platform: Postpaid 1.88%”
Churn (Nextel platform prepaid): 7.18% (Q2 2012, monthly) — “Prepaid 7.18%”
Churn (Nextel platform postpaid): 2.56% (Q2 2012, monthly) — “Nextel platform: Postpaid 2.56%”
Churn (Sprint platform prepaid): 3.16% (Q2 2012, monthly) — “Prepaid 3.16%”
Churn (Sprint platform postpaid): 1.69% (Q2 2012, monthly) — “Sprint platform: Postpaid 1.69%”
Churn (Total retail postpaid): 2.01% (Q1 2012) — “Total retail postpaid monthly subscriber churn rate 2.01% as of March 31, 2012”
Churn (Sprint platform prepaid): 2.92% (Q1 2012) — “Monthly subscriber churn rate Sprint platform prepaid 2.92% as of March 31, 2012”
Churn (Sprint platform postpaid): 2% (Q1 2012) — “Monthly subscriber churn rate Sprint platform postpaid 2.00% as of March 31, 2012”
Churn (postpaid): 1.95% (FY2010) — “our average postpaid churn rate was 1.86% and 1.95% for the years ended December 31, 2011 and 2010”
Churn (postpaid): 1.86% (FY2011) — “our average postpaid churn rate was 1.86% and 1.95% for the years ended December 31, 2011 and 2010”
Churn (Retail postpaid): 1.91% (Q3 2011) — “Monthly customer churn rate (5) Retail postpaid 2.15 % 1.85 % 1.93 % 1.86 % 1.81 % 1.75 % 1.91 %”
Churn (Retail prepaid): 4.14% (Q2 2011) — “Monthly customer churn rate Retail prepaid 4.14% compared to 5.61% prior year”
Churn (Retail postpaid): 1.75% (Q2 2011) — “Monthly customer churn rate Retail postpaid 1.75% compared to 1.85% prior year”
Churn (Retail prepaid): 4.36% (Q1 2011) — “Monthly customer churn rate Retail prepaid 4.36%”
Churn (Retail postpaid): 1.81% (Q1 2011) — “Monthly customer churn rate Retail postpaid 1.81%”
Churn (postpaid): 2% (2010) — “Our 2010 results for postpaid churn were 1.95% relative to our target of 2%, so the payout associated with this objective was above target.”
Churn (postpaid): 1.95% (FY2010) — “our average postpaid churn rate was 1.95% and 2.15% for the years ended December 31, 2010 and 2009, respectively”
Churn (Retail prepaid): 5.32% (Q3 2010) — “Monthly customer churn rate Retail prepaid 5.32%”
Churn (Retail postpaid): 1.93% (Q3 2010) — “Monthly customer churn rate Retail postpaid 1.93%”
Churn (Retail prepaid): 5.61% (Q2 2010) — “Monthly customer churn rate Retail prepaid 5.61%”
Churn (Retail postpaid): 1.85% (Q2 2010) — “Monthly customer churn rate Retail postpaid 1.85%”
Churn (Retail prepaid): 5.74% (Q1 2010) — “Monthly customer churn rate Retail prepaid 5.74%”
Churn (Retail post-paid): 2.15% (Q1 2010) — “Monthly customer churn rate Retail post-paid 2.15%”
Churn (post-paid): 2.15% (past year) — “over the past year, we have experienced an average post-paid churn rate of 2.15%”
Churn (Retail prepaid): 6.65% (Q3 2009) — “Monthly retail post-paid and retail prepaid customer churn. Retail prepaid 6.65%”
Churn (Retail post-paid): 2.17% (Q3 2009) — “Monthly retail post-paid and retail prepaid customer churn. Retail post-paid 2.17%”
Churn (Retail prepaid): 6.38% (Q2 2009) — “Monthly customer churn rate. Retail prepaid 6.38%”
Churn (Retail post-paid): 2.05% (Q2 2009) — “Monthly customer churn rate. Retail post-paid 2.05%”
Churn (Direct prepaid): 6.86% (Q1 2009) — “Average rates of monthly post-paid and prepaid customer churn. Direct prepaid 6.86%”
Churn (Direct post-paid): 2.25% (Q1 2009) — “Average rates of monthly post-paid and prepaid customer churn. Direct post-paid 2.25%”
Churn (post-paid subscribers): 2.18% (past year 2008) — “we have experienced an average post-paid churn rate of 2.18%, while our two largest competitors had churn rates that were substantially lower”
Churn (Direct prepaid): 8.2% (Q3 2008) — “Direct prepaid 7.0 % 6.8 % 6.2 % 7.5 % 9.9 % 7.4 % 8.2 %”
Churn (Direct post-paid): 2.15% (Q3 2008) — “Direct post-paid (3) 2.3 % 2.0 % 2.3 % 2.3 % 2.45 % 2.0 % 2.15 % - Monthly customer churn rate”
Churn (Boost prepaid): 7.4% (Q2 2008, monthly) — “Boost churn in the second quarter was 7.4%, compared to 9.9% in the first quarter of 2008”
Churn (Post-paid direct): 2% (Q2 2008, monthly) — “Monthly customer churn rate Direct post-paid 2.3 % 2.0 % 2.3 % 2.3 % 2.45 % 2.0 %”
Churn (Boost): 9.9% (Q1 2008) — “Boost churn in the first quarter was 9.9% compared to 7.5% in the fourth quarter of 2007”
Churn (Post-paid): 2.45% (Q1 2008) — “Post-paid churn in the quarter was 2.45% compared to 2.3% in both the first and fourth quarters of 2007”
Churn (Boost pre-paid): 7.5% (Q4 2007) — “Boost pre-paid churn was 7.5%”
Churn (Direct Post-Paid): 2.3% (Q4 2007) — “post-paid churn was 2.3%, matching the third quarter of 2007”
Churn (direct post-paid): 2.3% (Q3 2007) — “Monthly customer churn rate Direct post-paid 2.3% for September 30, 2007”
Churn (Boost pre-paid): 6.2% (Q3 2007) — “Boost pre-paid churn was 6.2% for the quarter, compared to 6.8% in both the second quarter of 2007”
Churn (Direct post-paid): 2% (Q2 2007) — “Monthly customer churn rate Direct post-paid 2.1% 2.1% 2.4% 2.3% 2.3% 2.0%”
Churn (Direct weighted average): 2.7% (Q1 2007, monthly) — “Monthly customer churn rate...Weighted average 2.7% [Q1 2007] compared to 2.4% [Q1 2006]”
Churn (Boost Mobile prepaid): 7% (Q1 2007) — “Boost Mobile prepaid churn was 7.0% for the quarter compared to 6.5% in the fourth quarter 2006”
Churn (Post-paid): 2.3% (Q1 2007) — “Post-paid churn for the quarter was 2.3%, compared to a little over 2.3% in the fourth quarter 2006”
Churn: 2.3% (FY2005) — “Customer churn rate 2.3 % 2.6 % 2.7 % (for years 2005, 2004, 2003)”
Churn (Sprint Weighted average): 2.5% (Q1 2006) — “Weighted average 2.5 %”
Churn (Sprint Direct prepaid): 6.9% (Q1 2006) — “Direct prepaid 6.9 %”
Churn (Sprint Direct post-paid): 2.1% (Q1 2006) — “Customer churn rate Direct post-paid 2.1 %”
Churn (direct prepaid): 6.9% (Q1 2006 (Quarter Ended March 31, 2006)) — “Direct prepaid (1) 6.9 %”
Churn (direct post-paid): 2.1% (Q1 2006 (Quarter Ended March 31, 2006)) — “Direct post-paid 2.1 % 2.5 % (comparing 2006 to 2005)”
Churn (Sprint Wireless): 2.2% (Q2 2005) — “The subscriber churn rate was 2.2% in the 2005 second quarter compared to 2.3% for the same 2004 period due to lower voluntary and involuntary churn.”
Churn (direct subscribers): 2.5% (Q1 2005) — “The subscriber churn rate was 2.5% in the 2005 first quarter compared to 2.9% for the same 2004 period primarily due to improvement in voluntary churn.”
Churn (Sprint Wireless (direct subscribers)): 2.6% (2004) — “In 2004, the subscriber churn rate decreased to 2.6% from 2.7% in 2003.”
Churn (direct subscribers): 2.7% (Q3 2004) — “Subscriber churn rate 2.7% 2.7% 2.6% 2.7%”
Churn (direct retail): 2.3% (Q2 2004 (2004 second quarter)) — “The subscriber churn rate in the 2004 second quarter was 2.3% compared to 2.4% for the same 2003 period. Viewed sequentially, 2004 second quarter churn dropped more than 50 basis points.”
Churn (Sprint PCS): 2.9% (Q1 2004) — “The customer churn rate in the 2004 first quarter was 2.9% compared to 3.1% for the same 2003 period. Improvement was due to effective customer retention programs”
Churn (Sprint PCS): 2.3% (Q2 2004) — “The subscriber churn rate in the 2004 second quarter was 2.3% compared to 2.4% for the same 2003 period. Viewed sequentially, 2004 second quarter churn dropped more than 50 basis points.”
Churn (PCS): 2.9% (Q1 2004) — “The customer churn rate in the 2004 first quarter was 2.9% compared to 3.1% for the same 2003 period.”
Churn (PCS Group): 2.7% (2003) — “In 2003, the customer churn rate decreased to 2.7% from 3.3% in 2002.”
Churn: 2.7% (Q3 2003) — “The customer churn rate in the 2003 third quarter was 2.7% compared to 3.8% for the same 2002 period.”
Churn: 2.4% (Q2 2003) — “The customer churn rate in the 2003 second quarter was 2.4% compared to 2.9% for the same 2002 period.”
Churn (PCS): 2.4% (Q2 2003) — “Churn of 2.4% improved from 3.1% in the first quarter and compares with 2.9% in the second quarter a year ago.”
Churn: 3.1% (Q1 2003) — “Customer churn rate 3.1% compared to 3.0% for the same 2002 period. The slight year-over-year increase resulted primarily from an increase in the voluntary churn rate driven by the competitive climate in the wireless industry.”
Churn (PCS Group): 3.3% (FY2002) — “In 2002, the customer churn rate increased to 3.3% from 2.6% in 2001 and 2.8% in 2000”
Churn (PCS Group): 3.8% (Q3 2002 (2002 third quarter)) — “The customer churn rate in the 2002 third quarter was 3.8% compared to 2.6% for the same 2001 period.”
Churn (PCS Group): 2.9% (Q2 2002) — “the 2.9% customer churn rate in the 2002 second quarter is an increase over the same 2001 period, there was a decline from 3.0% in the 2002 first quarter”
Churn (PCS Group): 3% (Q1 2002) — “Customer churn rate 3.0% ... increased in the 2002 first quarter over the same 2001 period”
Churn (PCS Group): 2.6% (FY2001) — “In 2001, the customer churn rate improved to 2.6% from 2.8% in 2000 and 3.4% in 1999.”
Churn: 3% (Q4 2001) — “Customer churn rate during the quarter was 3 percent compared to 2.8 percent in the fourth quarter a year ago”
Churn: 2.6% (FY2001) — “The full year churn rate for 2001 was 2.6 percent compared to 2.8 percent in 2000”
Churn (PCS Group): 2.6% (Q3 2001) — “Customer churn rate 2.6% [vs 3.0% in Q3 2000]; although churn rate improved year-to-date, increased from Q2”
Churn (PCS Group): 2.2% (Q2 2001) — “Customer churn rate 2.2% [vs 2.6% in Q2 2000]; churn rate improved reflecting expanded network coverage”
Churn (PCS Group): 2.5% (Q1 2001) — “Customer churn rate 2.5% 2.9%”
Churn (PCS Group): 2.8% (2000) — “customer churn rate improved to 2.8% from 3.4% in 1999”
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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.