TIM Participacoes S.A.
In their words
“Churn rate in 2Q15 came at 13.2% and up from 12.3% in the same period of last year”
“Churn rate in 1Q15 stood at 12.3% and up from 11.9% in the same period of last year”
“The disconnections reached 36.6 million lines in the year, with a churn rate of 50.9% an increase of 34 bps in relation to 2012.”
NPS disclosures (3)
In addition, we continued to use the so-called “Net Promoter Score” as a fundamental key performance indicator to measure customer experience with our call center.
In addition, we continued to use the so-called “Net Promoter Score” as a fundamental key performance indicator to measure customer experience with our call center.
In addition, we implemented the so-called “Net Promoter Score” as a fundamental key performance indicator to measure customer experience with our call center.
Retention disclosures (46)
Churn (mobile): 4.3% (Q2 2017) — “2Q17 churn rate was 4.3% versus 15.6% in 2Q16”
Churn (Mobile): 13.6% (1Q17) — “Consequently, churn rate came at 13.6% in 1Q17, up from 9.5% in 1Q16.”
Churn (mobile): 52.4% (2016) — “churn rate came down to 52.4% in 2016, from 59.1% in 2015”
Churn: 13.9% (4Q16) — “churn rate came at 13.9% in 4Q16, down from 20.3% in 4Q15”
Churn: 13.4% (3Q16) — “churn rate came at 13.4% in 3Q16, flat when compared to 3Q15”
Churn: 15.6% (2Q16) — “churn rate came at 15.6% in 2Q16, an increase when compared to 2Q15 (13.2%)”
Churn: 9.5% (1Q16) — “churn rate came at 9.5% in 1Q16, an important decrease when compared to 1Q15 (12.3%)”
Churn: 59.1% (FY 2015) — “churn rate in 2015 came at 59.1% and up from 49.6% in the same period of last year”
Churn (overall): 20.3% (4Q15) — “Churn rate in 4Q15 came at 20.3% and up from 13.0% in 2014”
Churn (TIM prepaid): 13.2% (2Q15) — “churn rate in 2Q15 came at 13.2% and up from 12.3% in the same period of last year”
Churn (TIM overall): 12.3% (Q1 2015) — “Churn rate in 1Q15 stood at 12.3% and up from 11.9% in the same period of last year”
Churn (TIM overall): 13% (Q4 2014) — “Churn rate in 4Q14 dropped to 13.0% from 13.6% in 4Q13”
Churn: 11.9% (Q1 2014) — “resulting in net additions of 485.6k (vs. 856.2k on the same period of last year), with a churn rate of 11.9% (vs. 11.9% in 1Q13).”
Churn (Mobile): 50.9% (FY2013) — “The disconnections reached 36.6 million lines in the year, with a churn rate of 50.9% an increase of 34 bps in relation to 2012.”
Churn: 13.6% (Q4 2013) — “Disconnections in the quarter reached 9.9 million lines, with a churn rate of 13.6%, an increase from 13.0% in 4Q12.”
Churn (overall): 13% (Q1 2011) — “disconnections reached 6.7 million in the quarter, with a churn rate of 13.0% (vs. 10.2% in the 1Q10 or 11,0% in 4Q10)”
Churn (post-paid consumer): 1.7% (Q1 2011 monthly) — “churn rate on post-paid continue to reduce, reaching for example 1.7% monthly in the consumer segment (vs. 2.9% in 1Q10)”
Churn (TIM total): 11% (Q4 2010) — “Our disconnections reached 5.2 million in the quarter, with a churn rate of 11.0%”
Churn: 11.1% (Q3 2010) — “Our disconnections reached 4.9 million, with a churn rate of 11.1% in the quarter (vs. 10.1% in the 2Q10 or 10.9% in 3Q09)”
Churn: 10.1% (Q2 2010) — “Our disconnections reached 4.3 million, with a churn rate of 10.1% in the quarter”
Churn: 10.2% (Q1 2010) — “the churn rate, it reached 10.2% in the period, an improvement in the quarterly and yearly comparison”
Churn: 11.5% (Q4 2009) — “Our disconnections reached 4.6 million lines in the quarter (a churn rate of 11.5%), up from 3.5 million lines posted a year ago (with churn rate at 9.8%)”
Churn (TIM GSM): 10.9% (Q3 2009) — “Churn 10.9% 8.6% 9.4% 2.3 p.p 1.5 p.p”
Churn: 8.6% (Q2 2009) — “Churn 8.6% 11.4% 8.4% -2.8 p.p 0.2 p.p”
Churn (TIM total lines): 11.4% (1Q2009) — “Churn 11.4% [1Q2009], 9.8% [1Q2008]”
Churn: 9.8% (Q4 2008) — “Churn rate reached 9.8% in the quarter (up from 8.5% in 4Q07)”
Churn: 9.4% (Q3 2008) — “Churn rate reached 9.4% in the quarter (up from 8.4% in 3Q07)”
Churn: 8.4% (Q2 2008) — “Churn rate stood at 8.4% in the 2Q08 down from 9.7% in the 2Q07, thanks to the effective retention policy.”
Churn: 7.9% (Q1 2008) — “Churn 7.9% 8.5% 8.7% -0.5 p.p -0.8 p.p”
Churn: 8.5% (FY 2007) — “Churn 8.5% 8.4% 9.2% 0.1 p.p -0.7 p.p”
Churn: 8.4% (3Q07) — “Churn 8.4% 9.7% 7.8% -1.3 p.p 0.6 p.p”
Churn (Total): 9.7% (Q2 2007) — “Churn 9.7% 8.7% 7.7% 1.0 p.p 2.0 p.p”
Churn (Total): 8.7% (Q1 2007) — “Churn 8.7% 9.2% 7.3% -0.5 p.p 1.4 p.p”
Churn (Total): 3.1% (Q4 2006) — “Churn 3.1% 2.6% 2.7% 2.4% 2.7% 2.3% 0.5 p.p”
Churn (TIM postpaid mobile): 2.6% (3Q06) — “monthly average churn rate reached 2.6%, below the 2.7% reported in the 3Q05”
Churn (total): 2.6% (Q3 2006) — “In the 3Q06, the monthly average churn rate reached 2.6%, below the 2.7% reported in the 3Q05 and stable when compared to 2Q06's rate”
Churn (Prepaid): 7.7% (Q2 2006) — “Churn 7,7% 7,3% 15,1% 5,1% 6,8% 11,9% 0,4 p.p 52,8% 27,2%”
Churn: 2.4% (Q1 2006) — “maintained an average churn rate of 2.4% per month, in line with the monthly average reported in 2005”
Churn: 1.6% (Q4 2005) — “a monthly churn rate in 4Q05 of 1.6%, 0.6 p.p. lower when compared to 4Q04”
Churn: 1.8% (FY 2005) — “monthly average churn rate of 1.8%, one of the lowest rates in the segment”
Churn: 6.4% (3Q05) — “churn rate of 6.4% in the quarter (or 2.1% per month), 1.0 p.p. higher than the churn rates registered in the 3Q04”
Churn: 4.9% (Q2 2005) — “Successful customer retention strategy: 4.9% churn in 2Q05 vs. 5.6% in 1Q05.”
Churn: 5.6% (Q1 2005) — “Successful customer retention strategy: Churn rate of 5.6% in 1Q05, one of the lowest in the industry.”
Churn (South Region): 5.6% (4Q04) — “Churn 9.0% 5.6% -3.4 p.p.”
Churn (Consolidated): 6.7% (2004) — “Churn 6.9% 6.7% -0,2 p.p.”
Churn (consolidated): 5.4% (Q3 2004) — “Churn 5.6% 5.4% - 0.2 p.p.”
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.