VEON Ltd.
In their words
“Multiplay customers generate nearly 4x the ARPU of voice-only users and their churn rate is 1/3”
“I'm very happy with the fact that if I look to the Net Promoter Scores in the country, the operator under -- operating under the name IZI, which is actually our digital-first application for the youth, has the highest NPS scores of 26, where all the…”
“Their churn was just 40% of what we saw with voice only users”
Disclosed NPS over time
Every Net Promoter Score VEON Ltd. has published, by date.
NPS disclosures (58)
I'm very happy with the fact that if I look to the Net Promoter Scores in the country, the operator under -- operating under the name IZI, which is actually our digital-first application for the youth, has the highest NPS scores of 26, where all the…
Net Promoter Score (“NPS”) is the methodology VEON uses to measure customer satisfaction. Relative NPS (rNPS) – advantage or gap in NPS when compared to competition.
Net Promoter Score (“NPS”) is the methodology VEON uses to measure customer satisfaction. Relational NPS (rNPS) – advantage or gap in NPS compared to competition.
It is attracting customers from other operators and it has the highest net promoter score and much higher ARPU. Let me also turn to Helsi in Ukraine, our exceptional healthcare service platform, almost with the population equivalent of users registered…
Net Promoter Score (“NPS”) is the methodology VEON uses to measure customer satisfaction. Relational NPS (rNPS) – advantage or gap in NPS compared to competition.
As the leader in NPS scores, JazzCash is honoured to be the people’s choice for fintech services. JazzCash had 17.7 million MAUs and issued over 100,000 digital loans to its customers daily (+73.6% YoY) during 2Q24.
Net Promoter Score (“NPS”) is the methodology VEON uses to measure customer satisfaction. Relational NPS (rNPS) – advantage or gap in NPS compared to competition.
As the leader in NPS scores, JazzCash is honoured to be the people’s choice for fintech services. JazzCash had 17.2 million MAUs and issued 7.9 million digital loans to its customers (+47.2% YoY) during 1Q24.
Net Promoter Score (“NPS”) is the methodology VEON uses to measure customer satisfaction. Relational NPS (rNPS) – advantage or gap in NPS comparing to competition.
Beeline Kazakhstan remains Pakistan's leading operator in terms of net promoter score and it continues to gain market share. Total revenues rose by 21% year-on-year.
Net Promoter Score (NPS) is the methodology VEON uses to measure customer satisfaction. Relational NPS (rNPS) – advantage or gap in NPS comparing to competition.
…Moving on to Kazakhstan, Beeline Kazakhstan remains Kazakhstan's leading operator in terms of Net Promoter Score and continues to gain market share.
Net Promoter Score (NPS) is the methodology VEON uses to measure customer satisfaction. Relational NPS (rNPS) – advantage or gap in NPS comparing to competition.
…Strong execution of Digital Operator strategy results in market share gains, continued NPS leadership • Revenue growth of 19.4% driven by higher ARPU, growing customer base and strong consumption of data and digital services •
The Group continued to focus on overall customer experience, seeing improving Net Promoter Score (“NPS”) across most of the countries. This supported a 19.4% YoY increase in 4G users, which reached 84.6 million, with 13.8 million users added during the…
…Beeline Kazakhstan gaining market share and maintaining leadership position in NPS • Top line supported by growing data users (+11.9%) with higher consumption (+18.8%) •
…Beeline Kazakhstan gaining market share and maintaining leadership position in NPS • Top line supported by growing data users (+11.9%) with higher consumption (+18.8%) •
…Beeline Kazakhstan gaining market share and maintaining leadership position in NPS • Top line supported by growing data users (+11.9%) with higher consumption (+18.8%) •
…Beeline Kazakhstan gaining market share and maintaining leadership position in NPS • Top line supported by growing data users (+11.9%) with higher consumption (+18.8%) •
The recent acquisition of additional spectrum by Banglalink is supporting data service quality and driving improved NPS as Banglalink continues to have the fastest network in the country.
Beeline’s robust double-digit performance continued during April and May, driven by increasing customer satisfaction, which we see in NPS and market share performance, and an impressive, sustained 4G growth.
Net Promoter Score (NPS) is the methodology VEON uses to measure customer satisfaction. VEON’s reportable segments are the following, which are principally based on business activities in different geographical areas: Russia, Pakistan, Bangladesh,…
4G users now account for 55% of our total customers in Russia, improving Net Promoter Scores, higher ARPU and lower churn. Our brand renewal, widening B2B portfolio, growth in digital services and strong partnerships have contributed to this performance.
They now account for more than half of our total customers in Russia, supporting net promoter scores getting higher, ARPU growing and churn lowering.
Beeline continued with measures to eliminate unrequested services from content providers to its customers, which has proven to have a positive impact on Net Promoter Score and quarterly churn, which declined by 3 p.p.
The latter reflects Beeline’s measures to eliminate unrequested services from content providers to its customers, which has proven to have a positive impact on Net Promoter Score and quarterly churn, which declined by 2.7p.p.
The latter reflects Beeline’s measures to eliminate unrequested services from content providers to its customers, which has proven to have a positive impact on the Net Promoter Score and quarterly churn, which declined by 2.3p.p.
In addition, in 3Q19, Beeline impact on the Net Promoter Score. These were partially offset by reversed certain provisions which also had a negative impact on positive YoY performance in fixed-line service revenue, which YoY comparisons. grew by 9% YoY,…
And I really would like to underline, our most critical thing is to get our Net Promoter Scores back to the number one position, step by step, first in Moscow, then in the top 12 cities, and later on in the entire Russia.
Against this backdrop Djezzy maintained its focus on both prepaid and postpaid customers with a segmented approach to the market, which it continued to outperform through NPS leadership and an increasing relative share of what remains a contracting…
The Beeline brand continued to enhance customer service to improve its net promoter score and to reduce its contact rate, an indicator that correlates contact numbers and customer base size.
The Beeline brand continued to enhance customer service to improve its net promoter score and to reduce its contact rate, an indicator that correlates contact numbers and customer base size.
…Broadband revenue 170 156 9.3% 678 604 12.2% Broadband customers (mln) 0.8 0.8 0.8% Broadband ARPU (UAH) 70 64 8.6% Kyivstar continued to deliver robust results in Q4 2017 and, in an increasingly competitive environment, the company remains the clear…
Beeline’s mobile customer base increased by 1.4% year on year to 58.3 million in Q2 2017, driven by both increased sales and improved annual churn and the Net Promoter Score position remains at par with Beeline’s main competitors.
NPS (Net Promoter Score) is the methodology VEON uses to measure customer satisfaction. Operational expenses (opex) represents service costs and selling, general and administrative expenses.
The Beeline brand continued to enhance customer service to improve its NPS and reduce the number of calls to call centers in 2016. The NPS is an indicator that correlates loyalty and growth levels.
…I have set in front of my management team and all employees a target of being #1 on NPS,
NPS (Net Promoter Score) is the methodology VimpelCom uses to measure customer satisfaction. Operational expenses (opex) represents service costs and selling, general and administrative expenses.
In terms of NPS, which is the best measure of customer satisfaction, our relative ranking keeps on improving, positioning ourselves as the number 1 operator among the three main operators.
…MOU (min) 558 550 2% Data usage (MB/user) 256 177 45% The Uzbek market continues to experience intense competition, however Beeline remains the leader and was able to improve its market position, as it became the clear leader in NPS during the quarter.
But in Q2, we saw, if I recall, one of the highest NPS scores that we've had in a long time in the Russian marketplace; and we're now within immaterial distance from the other two competitors in terms of our NPS scores.
NPS was stable, while relative NPS continued to improve, positioning Beeline on par among the three largest operators. Total service revenue in Q2 2016 declined 2% to RUB 64.8 billion, mainly as a result of a decline in fixed-line service revenue.
NPS (Net Promoter Score) is the methodology VimpelCom uses to measure customer satisfaction. Operational expenses (Opex) represents service costs and selling, general and administrative expenses.
We expect these actions to reduce churn and significantly reduce our retention and commercial costs, while maintaining and strengthening our position as a market leader in Net Promoter Score (“NPS”).
…model B World class operations Creating a superior customer experience A Strengthened management team C Strong Net Promoter Score and market positions 2015 Mobile customers market position (share)1 1 Company estimates based on public information;…
…High quality of customer services Simple and transparent pricing Enhanced service delivery through digital platform To become #1 in NPS ranking, leveraging from the current solid position: Mobilink #2 Warid #1 New revenue opportunities Owning and…
Banglalink maintained its leading position in NPS in the market. The superior customer experience is a result of the strengthened network and attractive data offers.
…margin Capex/revenue -3% YoY -17% YoY 13.7 28.5 26.1 27.5 11.4 41.4% 39.4% 40.5% 20% 17% 2Q14 1Q15 2Q15 2Q14 2Q15 Continued improvements in NPS, surpassing main competitor Churn improved to best level in five years Third consecutive quarter of YoY…
…Continued operational improvements, with increasing NPS and improving churn • Mobile data revenue increased 18% YoY to RUB 10.4 billion •
We see improvements in our customer loyalty as measured by the Net Promoter Score (NPS). • Profitable Growth .
…Score (“NPS”) system to measure our customer experience performance in each of our operating businesses, and I am pleased to report that we are the leaders in 5 of our markets, co-leader in 2 and we are seeing an improvement in 2 more of our businesses.
…Maintain leadership in customer experience and NPS • Emphasize Djezzy as the preferred Algerian mobile brand Shareholders agreement •
However, the Company realized operational improvements evidenced by improved churn, increased Net Promoter Score (“NPS”), which is the customer satisfaction measure used by the Company across the Group, resulting in 1.0 million net additions in…
Beeline continued its efforts to enhance customer perception and saw the first signs of improvement during the quarter with a decreasing gap to competitors in Net Promoter Score (NPS).
The activity will be carried out using a methodology based on NPS (Net Promoter Score). This indicator is able to correlate the level of loyalty and growth and it is now used worldwide to assess the quality of customer experience.
…Customer Excellence Best customer relationship Customer Satisfaction Index - Mobile (CHART) (CHART) 3Q13 2Q13 Net Promoter Score in 2Q-3Q 2013 Mobile Consumer Profitable Growth Increase Net Cash Capital Efficiency Customer Excellence Operational…
…Customer Excellence Best customer relationship Customer Satisfaction Index - Mobile (CHART) (CHART) 3Q13 2Q13 Net Promoter Score in 2Q-3Q 2013 Mobile Consumer Profitable Growth Increase Net Cash Capital Efficiency Customer Excellence Operational…
…Implementation of touch point Net Promoter Score to measure and improve customer satisfaction • Revisit content portals to become more customer centric 1 2 3 Create superior customer experience Optimize distribution Develop superior pricing capabilities •
Retention disclosures (78)
Churn (Multiplay customers): 33.3% (Q4 2025) — “Multiplay customers generate nearly 4x the ARPU of voice-only users and their churn rate is 1/3”
Churn (multiplay customers vs voice only): 40% (Q4 2022) — “their churn was just 40% of what we saw with voice only users”
Churn (multiplay customers vs voice-only): 40% (Q3 2022) — “their churn was only 40% of the churn of voice-only users”
Churn (multiplay customers vs voice-only): 33% (Q2 2022) — “their churn was 1/3 of the churn of voice-only customers”
Churn (multiplay customers vs singleplay voice): 40% (Q1 2022) — “the churn is only 40% of that of a Singleplay voice user”
Churn (multiplay vs singleplay voice): 33% (Q4 2021) — “Churn rate nearly halts for Doubleplay 4G users versus a Singleplay voice and goes down to 1/3, they are a Multiplay”
Churn (Toffee platform users who are Banglalink customers): 50% (Q2 2021) — “they churn 3.5 times less than the average customer”
Churn (multiply customers vs total base): 25% (Q2 2021) — “low risk churn at a level of 1/4th for multiply customers in comparison to the total days”
Churn (Kyrgyzstan): 4.6% (2Q 2021) — “4.6 p.p. YoY decrease in churn rate”
Churn (Georgia): 11.6% (2Q 2021) — “11.6 p.p. YoY decrease in churn rate”
Churn (Algeria): 1.1% (2Q 2021) — “1.1 p.p. YoY decrease in churn rate”
Churn (Uzbekistan): 6.5% (2Q 2021) — “6.5 p.p. YoY decrease in churn rate”
Churn: 2.3% (2Q 2021) — “Churn rate (monthly) 2.3% (-0.4 p.p. YoY)”
Churn (Russia): 10% (1Q21) — “Churn rate improvements (quarterly %) 12.7% 13.8% 9.5% 10.6% 10.0% 1Q20 2Q20 3Q20 4Q20 1Q21 -2.7p.p. YoY”
Churn (Russia): 2.7% (Q1 2021) — “our quarterly churn has decreased by 2.7 percentage points in comparison to the first quarter of 2020”
Churn (Russia (Beeline)): 10.6% (4Q20, quarterly) — “Churn rate (quarterly %) ... 10.6% 4Q20”
Churn: 2.3% (Q4 2020) — “our quarterly churn rate is down around 2.3 percentage points year-over-year proving we are heading in the right direction”
Churn (Ukraine): 4.7% (Q4 2019) — “We have the lowest churn in the market with 4.7%”
Churn (Beeline Russia): 8% (Q4 2018) — “churn improvement...has decreased by almost 8 percentage points”
Churn (Italy (Wind Tre) prepaid): 55% (Q3 2017) — “reduce churn from you know the 50%-60% range to a range is more normal for a prepaid market”
Churn (Russia): 15.3% (Q2 2017) — “churn decrease in the second quarter, form 16% to 15.3%”
Churn: 48% (Q1 2017) — “lower churn, which improved on an annualized basis by 1 percentage point to 48%”
Churn (Russia mobile): 53.8% (2015) — “Annual churn (as a percentage) Russia 53.8”
Churn (Bangladesh mobile): 22.7% (2015) — “Annual churn (as a percentage) Bangladesh 22.7”
Churn (Bangladesh mobile): 21.6% (2014) — “mobile churn rate in Bangladesh decreased to 21.6% compared to 22.3% in 2013”
Churn (Armenia mobile): 40% (FY2015) — “Churn improved 1 percentage point YoY to an annualized rate of 40%”
Churn (Kazakhstan mobile): 61% (4Q15) — “annualized churn increased 5 percentage points to 61%”
Churn (Ukraine (Kyivstar) mobile): 26% (FY2015) — “On an annual basis, churn improved by 1 percentage point YoY to 26%”
Churn (Russia (Beeline) mobile): 51% (4Q15) — “churn declined 12 percentage points YoY to an annualized rate of 51%”
Churn (Uzbekistan mobile): 57% (FY2015) — “churn increasing 9 percentage points to 57%”
Churn (Armenia): 39% (3Q15) — “Churn improved 4 percentage points YoY to an annualized rate of 39%.”
Churn (Kazakhstan): 53% (3Q15) — “Mobile customers declined 1% YoY to 9.8 million while annualized churn increased 2 percentage points to 53%.”
Churn (Russia): 54% (3Q15) — “Beeline's mobile customer base expanded 3% YoY mainly as a result of sales through the Svyaznoy retail channel and improved churn, which declined 4 percentage points YoY to an annualized rate of 54%.”
Churn (Uzbekistan): 47% (3Q15) — “annualized churn improved 2 percentage points YoY to 47%, supported by the customer retention program.”
Churn (mobile, Georgia): 74% (FY2013) — “In 2013, our mobile churn rate in Georgia decreased to 74.0% compared to 79.1% in 2012”
Churn (mobile, Armenia): 62.6% (FY2013) — “In 2013, our mobile churn rate in Armenia decreased to 62.6% compared to 83.9% in 2012”
Churn (mobile, Kyrgyzstan): 65.6% (FY2013) — “In 2013, our mobile churn rate in Kyrgyzstan marginally decreased to 65.6% compared to 66.1% in 2012”
Churn (mobile, Uzbekistan): 48.1% (FY2014) — “Annual churn (as a percentage)...Uzbekistan 48.1”
Churn (mobile, Kazakhstan): 50.5% (FY2014) — “Annual churn (as a percentage)...Kazakhstan 50.5”
Churn (mobile, Italy): 31.4% (FY2014) — “Annual churn (as a percentage)...Italy 31.4”
Churn (mobile, Russia): 60.1% (FY2014) — “Annual churn (as a percentage)...Russia 60.1”
Churn (mobile, Ukraine): 25.1% (FY2014) — “Annual churn (as a percentage)...Ukraine 25.1”
Churn (mobile, Bangladesh): 21.6% (FY2014) — “Annual churn (as a percentage)...Bangladesh 21.6”
Churn (mobile, Pakistan): 26% (FY2014) — “Annual churn (as a percentage)...Pakistan 26.0”
Churn (Kyrgyzstan): 65.6% (FY2013, annual) — “Kyrgyzstan 65.6 66.1 52.3”
Churn (Georgia): 74% (FY2013, annual) — “Georgia 74.0 79.1 70.1”
Churn (Armenia): 62.6% (FY2013, annual) — “Armenia 62.6 83.9 87.6”
Churn (Uzbekistan): 53.5% (FY2013, annual) — “Uzbekistan 53.5 55.1 59.7”
Churn (Tajikistan): 77.9% (FY2013, annual) — “Tajikistan 77.9 72.7 67.4”
Churn (Kazakhstan): 48.6% (FY2013, annual) — “Kazakhstan 48.6 55.8 47.4”
Churn (Ukraine): 35.3% (FY2013, annual) — “Ukraine* 35.3 29.8 28.9”
Churn (Bangladesh): 22.3% (FY2013, annual) — “Bangladesh 22.3 25.2 18.5”
Churn (Pakistan): 23% (FY2013, annual) — “Pakistan 23.0 25.2 29.5”
Churn (Algeria): 31.6% (FY2013, annual) — “Algeria* 31.6 29.5 23.4”
Churn (Italy): 36.6% (FY2013, annual) — “Italy 36.6 35.2 28.3”
Churn (Russia): 63.9% (FY2013, annual) — “Russia 63.9 63.2 62.8”
Churn (VimpelCom Ukraine Kyivstar): 11% (Q2 2013) — “Quarterly churn increased by 3.6 p.p. to 11% in 2Q13, which was higher than normal and driven by a realignment of the active customer base definition and the move to lower revenue bundled tariff plans.”
Churn (VimpelCom Russia mobile): 14% (Q2 2013) — “Quarterly mobile churn decreased to 14% in 2Q13 from 15% in 2Q12 and 15% in 1Q13.”
Churn (CIS Business Unit Russia): 15% (Q1 2013) — “Quarterly mobile churn decreased to 15% in 1Q13 from 17% in 1Q12”
Churn (Pakistan Mobile): 25.2% (FY2012) — “In 2012, our mobile churn rate in Pakistan decreased to 25.2% compared to 29.5% in 2011”
Churn (Algeria Mobile): 24.2% (FY2012) — “In 2012, our mobile churn rate in Algeria increased to 24.2% compared to 20.9% in 2011”
Churn (Italy Mobile): 35.2% (FY2012) — “In 2012, our mobile churn rate in Italy marginally increased to 35.2% compared to 28.3% in 2011.”
Churn (Russia Mobile): 63.2% (FY2012) — “In 2012, our mobile churn rate in Russia increased to 63.2% compared to 62.8% in 2011”
Churn (Pakistan mobile): 14.5% (Q4 2012) — “Churn 3 months active base (quarterly), % 14.5%”
Churn (Ukraine mobile): 7.2% (Q4 2012) — “Churn 3 months active base (quarterly), % 7.2%”
Churn (Bangladesh mobile): 7.4% (Q4 2012) — “Churn 3 months active base (quarterly), % 7.4%”
Churn (Tajikistan mobile): 5.2% (Q4 2012) — “Churn 3 months active base (quarterly), % 5.2%”
Churn (Russia fixed-line): 39.1% (Q4 2012) — “Churn, annualised rate (%) 39.1%”
Churn (Russia mobile): 15% (Q4 2012) — “Churn 3 months active base (quarterly), % 15%”
Churn (Ukraine): 22.3% (FY2011) — “Churn (as a percentage) Ukraine 22.3 29.5 81.0”
Churn (Italy): 28.3% (FY2011) — “Churn (as a percentage) Italy 28.3”
Churn (Russia): 42.8% (FY2011) — “Churn (as a percentage) Russia 62.8 50.8 42.8”
Churn (Kazakhstan): 38.1% (FY2010) — “Churn rate(7) Kazakhstan 38.1%”
Churn (Ukraine): 29.5% (FY2010) — “Churn rate(7) Ukraine 29.5%”
Churn (Russia): 50.8% (FY2010) — “Churn rate(7) Russia 50.8% 42.8%”
Churn (VimpelCom Ukraine mobile): 18.6% (FY2010) — “Ukraine 29.5 % 81.0 % 84.0 % 61.8 % 18.6 %”
Churn (VimpelCom Russia mobile): 35.4% (FY2010) — “Churn rate (7) Russia 50.8 % 42.8 % 34.6 % 32.9 % 35.4 %”
Churn (OTH (active subscribers)): 36.6% (9M 2010) — “Our churn rate (based on active subscribers) was 36.6% for the nine months ended September 30, 2010 and 45.8% and 38.2% in 2009 and 2008, respectively.”
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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.