Telefonica Brasil S.A.
In their words
“Fiber churn remains on a downward trend, reaching 1.4%, the lowest level in our history”
“Postpaid churn continued stable at 1%”
“Postpaid churn ex machine-to-machine and dongles reached just 0.98%”
NPS disclosures (3)
Since 2019, 20% of short-term executive and employee compensation has been linked to ESG targets, currently associated with customer perception (NPS), gender equality (women in leadership) and climate change (GHG emissions).
Since 2019, 20% of short-term executive and employee compensation are linked to ESG targets, currently associated with customer perception (NPS), gender equality (women in leadership) and climate change (GHG emissions).
In the Experience Awards 2023, Vivo received the award for the highest NPS in the mobile telephony and broadband internet sectors. Technology Voice and data networks To offer a greater variety of integrated services, we incorporated several new…
Retention disclosures (31)
Churn (fiber): 1.4% (Q4 2025) — “fiber churn remains on a downward trend, reaching 1.4%, the lowest level in our history”
Churn (postpaid mobile): 1% (Q4 2025) — “Postpaid churn continued stable at 1%”
Churn (postpaid mobile): 0.98% (Q3 2025) — “Postpaid churn ex machine-to-machine and dongles reached just 0.98%”
Churn (fiber): 1.46% (Q2 2025) — “FTTH churn is 1.46”
Churn (fiber): 1.49% (Q4 2024) — “we reached our lowest FTTA churn level ever at 1.49% per month”
Churn (postpaid mobile): 1% (Q4 2024) — “maintain postpaid churn below the 1% per month level for another year”
Churn (postpaid mobile): 1% (Q3 2024) — “Looking at the postpaid churn, we can see that it still remains around 1% mark”
Churn (postpaid): 1% (Q2 2024) — “our churn in postpaid remains under 1% mark”
Churn (hardware/software/support): 10.1% (annual) — “Portfolio decline ('churn') was calculated based on the observed history of: hardware/software/support of 10.1 % per year”
Churn (B2C prepaid): 26.8% — “Churn rate: calculated based on the historical percentage of customer departures, ranging from 26.8 % to 50.2 %”
Churn (postpaid): 0.97% (Q4 2023) — “Postpaid churn reached its lowest historical level, 0.97% per month”
Churn (Vivo Total (fiber + mobile)): 0.39% (Q1 2023) — “Vivo Total, which is our fully convergent offer had a churn of only 0.39% per month in the quarter”
Churn (postpaid): 1.09% (Q1 2023) — “our postpaid churn reduced 37% to a monthly average of 1.09% in the first quarter of 2023”
Churn (mobile): 2.8% (FY2022) — “mobile churn stable vs 2021 at 2.8% in 2022”
Churn (postpaid): 1% (Q4 2022) — “churn remains at record low levels close to 1%”
Churn (postpaid): 1.1% (Q2 2022) — “our churn number, that was 1.1%, the postpaid churn that is the lowest also compared to the second quarter of '21. That was 1.3”
Churn (postpaid): 1.2% (Q1 2022) — “we still keep post postpaid in 1.2%”
Churn (postpaid): 1.2% (Q3 2021) — “very low 1.2% postpaid churn rate registered in the third quarter of '21”
Churn (FTTH): 29% (Q2 2021) — “we are able to decrease our FTTH churn by 29% and improve the mix of new customers”
Churn (postpaid): 1.3% (Q2 2021) — “Postpaid churn, repeated similar trends seen in previous quarter. And it's true that our record level of 1.3%”
Churn (postpaid): 1.1% (Q1 2021) — “Our postpaid journey repeated similar trends seen in previous quarter and stood at record level of 1.1%”
Churn (postpaid): 0.31% (Q2 2020) — “postpaid churn that reduced 0.31 percentage points year-over-year, reinforced our leadership”
Churn (postpaid): 0.25% (Q1 2020) — “Churn in the Q1 also showed good numbers, posting its lowest level in many years, with a reduction of 0.25 percentage points year-over-year”
Churn (postpaid): 1.69% (Q2 2018) — “our churn reduced from 1.73% to 1.69%”
Churn (postpaid): 1.8% (Q2 2017) — “In churn for postpaid, second quarter was 1.8%, so also better than previous year.”
Churn (postpaid): 1.7% (Q1 2017) — “we were able to maintain a healthy and declining churn rates of 1.7% in postpaid.”
Churn (postpaid): 1.6% (Q4 2016) — “we were able to maintain a healthy and declining churn rate at 1.6% in postpaid.”
Churn (postpaid voluntary): 0.6% (Q3 2016) — “we were able to maintain a healthy and stable 0.6% voluntary churn rate in postpaid.”
Churn (postpaid voluntary): 0.7% (Q2 2016) — “we are able to maintain a healthy and stable 0.7% voluntary churn rate in postpaid.”
Churn (postpaid long-term): 0.8% (Q1 2016) — “we were able to maintain a healthy and stable 0.8% long-term churn rate in postpaid.”
Churn (mobile): 45.6% (FY2013) — “Churn 45.6 %”
Lighthouse companies in Telecom & media
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.