TIM S.A.
In their words
“The program NPS is over 80 points and reflects strong customer satisfaction. In parallel, we are accelerating base monetization with mobile ads.”
“Postpaid monthly churn remains low at 0.8%, reflecting efficient customer base management.”
“A new record low churn at 0.7%. Our EBITDA grew by 7.5% during the same period”
NPS disclosures (14)
In addition, we continued to use the so-called net promoter score (“NPS”) as key performance indicator to assess customer experience and advocacy across specific customer journeys, as well as overall customer perception of our services.
…determining the corporate objectives of the incentive plan are the main financial and operational indicators and ESG indicators: Net Promoter Score (Customer Loyalty Index), employee engagement and electricity from renewable sources, reassessed and…
…(2) NPS driven by digital service . 96.4% of customers who accessed the app have their needs resolved on the first contact 1.9% of customers who access the app require human contact +4.9p.p.
…(33.4% penetration of unique users in the app) o 96.4% of customers have their needs resolved in the first contact (only 1.9% require human contact) o 53% share in e-commerce and 15% YoY increase in recharge revenue o NPS (digital service): 4.9 p.p.
The program NPS is over 80 points and reflects strong customer satisfaction. In parallel, we are accelerating base monetization with mobile ads.
In addition, we continued to use the so-called net promoter score (“NPS”) as a fundamental key performance indicator to measure customer experience with our call center.
You see this reflected in increased NPS as is presented in our results. It's a long journey but it's journey that is critical to us.
Therefore, call center NPS is improving, and we continue to outperform the sector in resolution rankings. Moving to the other areas of our operation, our fixed broadband unit is performing well despite fierce competition.
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.
And we delivered that – call center NPS improved more than 40% in the fourth quarter. Meanwhile, we consolidated our leadership in network coverage and quality in Brazil, confirming that we have the Best Network .
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.
It is early, but in the first measurements, 5G users have twice the NPS of customers using the older technology. Let's now move and go deeper into the integration of Oi assets.
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.
Retention disclosures (9)
Churn: 3% (FY2025) — “a low churn rate of 3.0% ("churn", the rate at which customers disconnect or stop using a company's service over a given period)”
Churn (postpaid monthly): 0.8% (Q3 2025) — “Postpaid monthly churn remains low at 0.8%, reflecting efficient customer base management.”
Churn (Postpaid (ex-M2M)): 0.7% (FY 2024) — “reducing disconnection levels, which are historically low (ex-M2M postpaid churn rate maintained at 0.7%)”
Churn (postpaid): 0.7% (Q3 2024) — “a new record low churn at 0.7%. Our EBITDA grew by 7.5% during the same period”
Churn (postpaid): 0.8% (Q1 2024) — “postpaid churn with a rate of 0.8% per month in the first quarter, which reflects improved customer satisfaction”
Churn (TIM Live): 1.5% (Q3 2022) — “Voluntary churn declined by 1.5 pp since the first quarter”
Churn (postpaid): 1.7% (4Q 2021) — “The postpaid monthly churn rate remains at the lowest levels (1.7% in 4Q21)”
Churn (postpaid): 3% (Q2 2021) — “Monthly churn rate remained at lowest levels (3.0% in 2Q21), as recorded in the last quarters.”
Churn (postpaid): 2.7% (1Q21, monthly) — “human postpaid churn stood at 2.7% per month, contributing to positive net additions”
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.