Telewest Communications PLC
In their words
“Reduction in quarterly annualised household churn from 14.1% to 11.6% (1.0% per month) as we continued to concentrate on improving customer care”
“Reduction in quarterly annualised household churn from 15.7% in the fourth quarter of 2002 to 12.8% in the fourth quarter of 2003”
“Average household churn for the period is calculated on a rolling twelve-month basis and represents (i) the total number of residential subscribers who disconnected or were disconnected during that period, divided by (ii) the average number of residential customers in that period.”
NPS disclosures (0)
No NPS disclosures yet.
Retention disclosures (57)
Churn (blueyonder broadband): 13.3% (full year 2004) — “Average subscriber churn rate (12) 13.3% 12.4%”
Churn (residential telephony): 13.7% (full year 2004) — “Average subscriber churn rate (9) 13.7% 17.3%”
Churn (cable television): 17.6% (full year 2004) — “Average subscriber churn rate (5) 17.6% 21.5%”
Churn (residential households): 14.2% (full year 2004) — “Average household churn (2) 14.2% 18.2%”
Churn (broadband internet subscribers): 7.5% (FY2003) — “Average subscriber churn rate (13) 7.5 % 12.4 % 13.3 %”
Churn (residential telephony subscribers): 16.5% (FY2003) — “Average subscriber churn rate (10) 16.5 % 17.3 % 13.7 %”
Churn (cable television subscribers): 18.7% (FY2003) — “Average subscriber churn rate (6) 18.7 % 21.5 % 17.6 %”
Churn (residential households): 18.2% (FY2003) — “Average household churn (3) * 18.2 % 14.2 %”
Churn (household): 11.6% (Q1 2004) — “reduction in quarterly annualised household churn from 14.1% to 11.6% (1.0% per month) as we continued to concentrate on improving customer care”
Churn (broadband): 13.1% (Q4 2003) — “Broadband churn at 13.1% was up from 12.6% in the fourth quarter of 2002, but was down from 14.7% in the third quarter of 2003”
Churn (TV): 15.2% (Q4 2003) — “churn has fallen to 15.2% from 19.6%”
Churn (household): 12.8% (Q4 2003) — “reduction in quarterly annualised household churn from 15.7% in the fourth quarter of 2002 to 12.8% in the fourth quarter of 2003”
Churn (cable television subscribers, annual): 21.5% (2002) — “Average cable television subscriber churn (3) 18.7 % 21.5 % 15.0 %”
Churn (household, annual): 18.2% (2002) — “Average household churn for the period is calculated on a rolling twelve-month basis and represents (i) the total number of residential subscribers who disconnected or were disconnected during that period, divided by (ii) the average number of residential customers in that period.”
Churn (cable television): 20.5% (Q2 2003) — “Average cable television subscriber churn rate for the period...20.5%”
Churn (telephony): 15.7% (Q2 2003) — “telephony churn fell to a record low of 15.7%, despite the price rises”
Churn (broadband): 13.1% (Q2 2003) — “Broadband remains our product with the lowest churn level at 13.1%”
Churn (household): 16.1% (Q2 2003) — “Household churn has fallen to 16.1% from 17.6% in the previous quarter”
Churn (Blueyonder broadband): 7.5% (2002) — “Average subscriber churn rate (12) N/A 7.5 % 12.4 % 12.8 %”
Churn (Residential telephony): 19.8% (2002) — “Average subscriber churn rate (9) 19.8 % 16.5 % 17.3 % 16.9 %”
Churn (Cable television): 26% (2002) — “Average subscriber churn rate (6) 26.0 % 18.7 % 21.5 % 21.8 %”
Churn (Residential): 18.2% (2002) — “Average household churn (3) * * 18.2 % 17.6 %”
Churn (cable television): 21.8% (Q1 2003) — “Average subscriber churn rate (11) 21.8%”
Churn (telephony): 16.9% (Q1 2003) — “Telephony churn was 16.9%, down from 17.3% in the fourth quarter”
Churn (broadband): 12.8% (Q1 2003) — “Broadband remains the product with the lowest churn level at 12.8%”
Churn (household): 17.6% (Q1 2003 (12-month rolling)) — “Rolling 12 month household churn in the first quarter was 17.6% down from 18.2%”
Churn (Cable television): 21.5% (FY2002) — “CATV subscriber churn increased to 21.5% from 18.7%.”
Churn (Residential telephony): 17.3% (FY2002) — “Average telephony subscriber churn increased from 16.5% to 17.3%.”
Churn (Blueyonder Broadband): 12.4% (FY2002) — “We have, however, seen an increase in broadband churn from 7.5% to 12.4% as some customers, who were initially attracted by promotions, disconnected.”
Churn (Household): 18.2% (FY2002) — “Household churn was 18.2% in 2002 overall, although this had fallen to 15.7% in the fourth quarter.”
Churn (cable television): 21.5% (FY2002) — “Average subscriber churn rate (11) 21.5% 18.7%”
Churn (residential telephony): 17.3% (FY2002) — “Average subscriber churn rate (7) 17.3% 16.5%”
Churn (Blueyonder broadband): 12.4% (FY2002) — “Average subscriber churn rate (4) 12.4% 7.5%”
Churn (household): 18.2% (FY2002) — “Average household churn (2) 18.2% N/A”
Churn (household): 15.7% (Q4 2002) — “Household churn in the fourth quarter was 15.7%.”
Churn (Cable Television): 21.4% (Q3 2002) — “Net CATV disconnections in the quarter were 28,000 as churn rose slightly to 21.4%.”
Churn (Residential Telephony): 17.2% (Q3 2002) — “Net residential telephony disconnections in the third quarter were just under 11,000 as churn rose slightly to 17.2%.”
Churn (Blueyonder Broadband): 11.7% (Q3 2002) — “Broadband churn has risen in the past quarter to 11.7% from 9.5%”
Churn (Blueyonder Broadband): 9.5% (Q2 2002) — “Average subscriber churn rate (11) 9.5% N/A”
Churn (Residential Telephony): 16.8% (Q2 2002) — “Net residential telephony disconnections in the second quarter were just under 10,000 as churn rose to 16.8% from 16.2%”
Churn (Cable Television): 20.7% (Q2 2002) — “Net CATV disconnections in the quarter were 25,000 as churn rose to 20.7% from 19.1%”
Churn (Telephony): 16.2% (FY2002) — “Average subscriber churn improved by 3.2 percentage points from 19.4% for the twelve-months ended March 31, 2001 to 16.2% for the twelve-months ended March 31, 2002.”
Churn (Blueyonder Broadband): 7.8% (FY2001) — “Average subscriber churn rate (Blueyonder broadband): 7.8%”
Churn (residential telephone subscribers): 19.8% (FY2000) — “Average subscriber churn rate: 19.8% (2000)”
Churn (residential telephony lines): 20.1% (FY2001) — “Average churn rate per line (residential telephony): 20.1%”
Churn (cable television subscribers): 27.1% (FY2001) — “Average subscriber churn rate (cable television): 27.1% ... 26.0% (2000)”
Churn (Blueyonder broadband): 7.5% (FY 2001) — “Average subscriber churn rate 7.5%”
Churn (Residential telephony): 16.5% (FY 2001) — “telephony subscriber churn improved during the year and fell by 3.3 percentage points to 16.5%”
Churn (Cable television (CATV)): 18.7% (FY 2001) — “CATV subscriber churn which improved by 7.3 percentage points during the year to 18.7%”
Churn (Residential telephony): 16.2% (Q1 2002) — “Churn fell again to a record low of 16.2%”
Churn (CATV): 19.1% (Q1 2002) — “CATV churn fall to 19.1% from 23.7% a year ago”
Churn (Broadband internet): 7.8% (Q1 2002) — “low level of Broadband internet churn at 7.8%”
Churn (Blueyonder Broadband): 7.5% (FY2001) — “Average blueyonder broadband subscriber churn rate (12) 7.5% N/A”
Churn (Residential Telephony): 16.5% (Q4 2001) — “churn reached an all-time low of 16.5%”
Churn (Cable Television): 18.7% (FY2001) — “Churn for the year is at a record low of 18.7%, over 7 percentage points lower than in 2000.”
Churn (telephony product): 16.7% (12 months ended Sep 30 2001) — “Product churn improved by 5.3 percentage points from 22.0% for the twelve-month period ended September 30, 2000 to 16.7% for the twelve-month period ended September 30, 2001.”
Churn (CATV product): 18.7% (12 months ended Sep 30 2001) — “product churn improved 10.0 percentage points from 28.7% in the twelve-month period ended September 30, 2000 to 18.7% in the twelve-month period ended September 30, 2001.”
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.