Telecom Italia S.P.A.
In their words
“Churn rate was lower: -1.4pp YoY and -1pp QoQ”
“In the fourth quarter of 2016, ARPU increased to 13.3 euro/month, compared to 12.8 euro/month in the fourth quarter of 2015, the churn stood at 23%”
“Ever greater focus on “continuous improvement” to improve processes and the Customer Experience is confirmed by the results of the Net Promoter Score (NPS) collected from customers who spoke with the telephone assistance service and that are confirmed…”
Disclosed NPS over time
Every Net Promoter Score Telecom Italia S.P.A. has published, by date.
NPS disclosures (2)
…ever greater focus on “continuous improvement” to improve processes and the Customer Experience is confirmed by the results of the Net Promoter Score (NPS) collected from customers who spoke with the telephone assistance service and that are confirmed…
In 2015, for example, the NPS begun to be monitored of customers talking with the telephone assistance service, with very positive results indeed (NPS more than 10).
Retention disclosures (59)
Churn (Mobile): 5.2% (Q1 2019) — “Churn rate was lower: -1.4pp YoY and -1pp QoQ”
Churn (mobile): 26.3% (12/31/2018) — “Churn rate (%) 26.3 26.2 22.8. Another essential aspect of its business strategy in 2018 was customer retention, with the focus on reducing churn rates”
Churn (Brazil Business Unit): 47.2% (FY2018, yearly) — “the Brazil Business Unit churn rate in 2018 was 47.2% (53.2% in 2017)”
Churn (Domestic Mobile): 26.3% (FY2018, yearly) — “Churn rate (%) 26.3 26.2 22.8”
Churn (Mobile): 20.1% (9/30/2018) — “Churn rate (%) 20.1 ... The churn rate represents the number of mobile customers who discontinued service”
Churn (Mobile): 12.5% (H1 2018) — “Churn rate (%) (2) 12.5 26.2 12.8”
Churn (Mobile): 6.5% (3/31/2018) — “Churn rate (%) 6.5 ... The churn rate represents the number of mobile customers who discontinued service”
Churn (Mobile): 26.2% (12/31/2017) — “Churn rate (%) 26.2 (vs. 22.8 in 12/31/2016)”
Churn (Domestic Mobile): 23% (Q4 2016) — “in the fourth quarter of 2016, ARPU increased to 13.3 euro/month, compared to 12.8 euro/month in the fourth quarter of 2015, the churn stood at 23%”
Churn (Brazil Business Unit): 53.2% (FY2017) — “Consequently the Brazil Business Unit churn rate in 2017 was 53.2% (52.4% in 2016)”
Churn (Domestic Mobile): 26.2% (FY2017) — “Churn rate (%) 26.2”
Churn (Mobile): 19.8% (9/30/2017) — “Churn rate (%) (2) 19.8 22.8 16.8. The churn rate represents the number of mobile customers who discontinued service during the period expressed as a percentage of the average number of customers.”
Churn (Mobile): 12.8% (H1 2017) — “Churn rate (%) 12.8 22.8 10.9”
Churn (Mobile): 5.9% (3/31/2017) — “Churn rate (%) (2) 5.9 22.8 5.6”
Churn (mobile): 23% (Q4 2016) — “the churn rate was 23% retaining the position of best-in-class in the sector”
Churn (Brazil): 52.4% (2016) — “Consequently the Brazil Business Unit churn rate in 2016 was 52.4% (59.1% in 2015)”
Churn (Domestic Mobile): 22.8% (2016) — “Churn rate (%) 22.8 23.4 24.2”
Churn (Mobile): 16.8% (9/30/2016) — “Churn rate (%) 16.8 ... The churn rate represents the number of mobile customers who discontinued service during the period”
Churn (Mobile): 10.9% (6/30/2016) — “Churn rate (%) 10.9 ... The churn rate represents the number of mobile customers who discontinued service during the period”
Churn (Mobile): 5.6% (Q1 2016) — “Churn rate (%) 5.6... The churn rate represents the number of mobile customers who discontinued service during the period”
Churn (Mobile): 23.4% (FY2015) — “Churn rate (%) 23.4 ... The churn rate represents the number of mobile customers who discontinued service during the period”
Churn (Domestic Mobile): 23.4% (FY2015) — “Churn rate (%) 23.4 24.2 30.4. The churn rate represents the number of mobile customers who discontinued service during the period.”
Churn (Mobile): 6.4% (Q1 2015) — “Churn rate (%) 6.4 [for Q1 2015]. The churn rate represents the number of mobile customers who discontinued service during the period expressed as a percentage of the average number of customers.”
Churn (Domestic Mobile): 24.2% (FY2014) — “Churn rate (%) 24.2 30.4 26.6”
Churn (domestic mobile): 30.4% (2013) — “DOMESTIC MOBILE Number of lines at year-end (thousand) 31,221 32,159 32,227 Churn rate (%) 30.4 26.6 21.9”
Churn (Mobile): 23.1% (Q3 2013) — “Churn rate (%) 23.1... The churn rate represents the number of mobile customers who discontinued service during the period”
Churn (Mobile): 14.4% (H1 2013) — “Churn rate (%) 14.4... The churn rate represents the number of mobile customers who discontinued service during the period”
Churn (Mobile): 26.6% (FY2012) — “Churn rate (%) 26.6 (represents number of mobile customers who discontinued service during the period)”
Churn (mobile): 7.1% (Q1 2013) — “Churn rate (%) (1) 7.1 26.6 6.3”
Churn (domestic mobile): 26.6% (2012) — “DOMESTIC MOBILE Number of lines at year-end (thousand) 32,159 32,227 31,018 Change in lines (%) (0.2 ) 3.9 0.5 Churn rate (%)(2) 26.6 21.9 22.0”
Churn (Mobile): 12.9% (6M 2012) — “Churn rate (%) 12.9”
Churn (Domestic Mobile): 21.9% (FY2011) — “Churn rate (%) 21.9 22.0 29.4... stable churn rates (21.9% compared to 22.0% in 2010)”
Churn (domestic mobile): 11.1% (H1 2011) — “customer base grew by almost 243,000 lines from the end of 2010 to about 31.3 million with a churn rate equal to 11.1% in the first half, down from 11.5% in the first half of 2010.”
Churn (Domestic Mobile): 5.5% (Q1 2011) — “churn rate in the quarter equal to 5.5%, down 6.4% compared to the first quarter of 2010”
Churn (Domestic Mobile): 22% (2009) — “Churn rate (%) 22.0”
Churn (Domestic Mobile): 23.6% (FY2010) — “Churn rate (%) 22.0 29.4 23.6”
Churn (Domestic mobile): 16.8% (Q3 2010) — “Churn rate (%) 16.8 ... The churn rate represents the number of mobile customers who discontinued service”
Churn (Telecom Italia domestic mobile): 11.5% — “Churn rate (7) 11.5 29.4 14.5”
Churn (Telecom Italia domestic mobile): 6.4% (Q2 2010) — “Churn rate ( 2 ) 6.4 29.4 5.9”
Churn (Domestic Mobile): 30.1% — “Churn rate 30.1”
Churn (Domestic Mobile): 16.4% (FY2009) — “Churn rate(2) 30.1 23.6 16.4. The churn rate for the whole year represents the number of mobile customers who discontinued service during the period expressed as a percentage of the average number of customers.”
Churn (Domestic Mobile): 21.6% (9M 2009) — “Churn rate: 21.6% (The churn rate for the period represents the number of mobile customers who discontinued service during the period expressed as a percentage of the average number of customers)”
Churn (domestic mobile): 11.3% (H1 2009) — “Churn rate 14.7 23.6 11.3 for domestic mobile lines”
Churn (Domestic Mobile): 18.9% (FY2008) — “Churn rate (2) 23.6 16.4 18.9”
Churn (Domestic Mobile): 6% — “Churn rate (2) 6.0 ... The churn rate represents the number of mobile customers who discontinued service during the period expressed as a percentage of the average number of customers.”
Churn (Mobile): 11.7% (Q3 2008) — “Churn rate (2) 17.6 16.4 11.7”
Churn (mobile): 11.3% (H1 2008) — “Churn rate 11.3 [%]”
Churn (Telecom Italia mobile): 6.3% (Mar 31, 2008) — “Churn rate (2) 6.3”
Churn (Domestic Mobile Italy): 16.4% (2006, Domestic Mobile) — “Churn rate(2) 16.4”
Churn (Mobile Italy): 1.4% (2005 (monthly)) — “Mobile Italy's churn rate increased to 1.4% per month in 2005 compared to 2004.”
Churn (Mobile Italy): 16.9% (2005) — “Churn 13.2 13.2 16.9 [for years 2003, 2004, 2005 respectively]”
Churn (TIM Mobile monthly): 1.1% (FY2004) — “Due to effective CRM and innovative offers, TIM's churn rate was stable at 1.1% per month in 2004”
Churn (TIM Mobile): 13.2% (FY2004) — “Churn(4) 15.7 15.6 18.0 13.2 13.2”
Churn (TIM mobile): 1% (H1 2004) — “TIM's churn rate remained stable at 1% per month as recorded in the first half of 2003”
Churn (TIM (mobile lines)): 13.2% (2003) — “Churn(3) 12.7 15.7 15.6 18.0 13.2”
Churn (TIM (mobile)): 1.1% (2003, monthly) — “TIM's churn rate decreased to 1.1% per month from 1.5% as recorded in 2002”
Churn: 18% (FY2002) — “Churn(3) 16.8 12.7 15.7 15.6 18.0”
Churn (TIM): 1.5% (monthly) — “The TIM churn rate, as a result of increased competition, rose to 1.5% per month, up from the 1.3% rate recorded in 2001.”
Churn (TIM (mobile)): 18% (FY2002) — “Churn(3) 16.8 12.7 15.7 15.6 18.0”
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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.