tw telecom inc.
In their words
“Customer churn, defined as the average monthly customer turnover for the period compared to the average monthly customer count for the period, was 0.8% for both the three and six months ended June 30, 2014”
“Customer churn, defined as the average monthly customer turnover for the period compared to the average monthly customer count for the period, was 0.8% for the three months ended March 31, 2014”
“Our revenue churn, defined as the average lost recurring monthly billing from customers' partial or complete service disconnections was 0.9% of total monthly revenue in each of the years ended December 31, 2013, 2012 and 2011”
NPS disclosures (2)
…- Improved our Net Promoter Score, a commonly used measure of customer loyalty, to our highest level ever. - Continued to be ranked #3 in Ethernet port market share, surpassed only by two Fortune 50 companies.
Strong Operational Execution - Expanded our service offerings - Improved our Net Promoter Score, a commonly used measure of customer loyalty, to our highest level ever - Improved our average monthly revenue churn to 1.0% for 2010 from 1.3% in 2009 -…
Retention disclosures (8)
Churn: 0.8% (Q2 2014) — “Customer churn, defined as the average monthly customer turnover for the period compared to the average monthly customer count for the period, was 0.8% for both the three and six months ended June 30, 2014”
Churn (customer churn): 0.8% (Q1 2014) — “Customer churn, defined as the average monthly customer turnover for the period compared to the average monthly customer count for the period, was 0.8% for the three months ended March 31, 2014”
Churn: 0.9% (FY2013) — “Our revenue churn, defined as the average lost recurring monthly billing from customers' partial or complete service disconnections was 0.9% of total monthly revenue in each of the years ended December … and 2011”
Churn: 0.8% (Q3 2013) — “Customer churn, defined as the average monthly customer turnover for the period compared to the average monthly customer count for the period, was 0.8% and 0.9% for the three and nine months ended September 30, 2013”
Churn: 0.9% (9M 2013) — “revenue churn of 0.9% in each of the years ended December 31, 2011 and 2012 and for the nine months ended September 30, 2013”
Churn (customer): 0.9% (Q1 2013) — “Customer churn...was 0.9% for the three months ended March 31, 2013 compared with 1.1%, 1.0% and 1.0% for the years ended December … and 2012”
Churn (revenue): 0.8% (Q1 2013) — “revenue churn...improved to 0.9% in each of the years ended December 31, 2011 and 2012 and 0.8% for the three months ended March 31, 2013”
Churn: 1.1% (Q2 2007) — “Monthly revenue churn was 1.1% for both the current quarter and the same period last year; however this reflects a decrease from the prior quarter which was 1.2%”
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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.