Verizon Communications Inc.
verizon.com ↗In their words
“Consumer postpaid phone churn was 84 basis points”
“In March, consumer postpaid phone churn improved further to below 85 basis points. That is a significant improvement both sequentially from Q4 and within the quarter”
“Consumer postpaid phone churn in the quarter was 90 basis points, a sequential improvement of 5 basis points from Q4.”
NPS disclosures (17)
Verizon Wireless ranked second in enterprise customer satisfaction with a score of 748.
On churn, Fios had its best churn in a very, very long time this quarter and it goes back to the strong NPS customer satisfaction and reliability of the fiber plant.
It's opaque pricing, poor reliability, and it drives low NPS. We are very clear.
…best wireless network Satellite partnerships 144.7M connections myPlan + B2B Broadband Fios leads industry in Net Promoter scores 18M Fios1 + 60M FWA2 premises covered 11.9M connections myHome + B2B Uniquely positioned with full owner’s…
It’s by far the highest NPS we’ve had on the broadband product. And remember, then we have Fios (sic) [company correction: FWA] because it’s a self-installed, it’s so easy.
Our NPS on fiber is in the mid-30s, our NPS on FWA is in the mid-30s. Frontier is very close to catching up with us on that.
On the fixed wireless access, we continue to see very, very good net promoter score, the easiness of installing it, the greatness of the product, the quality of the product, all that plays in.
Customers are finding strong reliability and speed in fixed wireless access and that shows in our results, including a very strong Net Promoter Score.
Verizon leads fixed wireless access providers in net promoter scores, overtaking T-Mobile.
Where FWA is available, our customers take it and loving it as seen by the high net promoter score. I'm excited towards the share that on the Fios side we had 72,000 Internet net adds for the quarter, up, almost 20% year-over-year and one or best…
Verizon Fios achieved better net promoter scores and customer loyalty compared to other fiber and cable services.
Further, we continue to see net promoter scores of Fios and fixed wireless access that significantly exceed those of traditional cable offerings.
Customer satisfaction remains high, as evidenced by our net promoter scores as well as encouraging churn trends among our longer-standing customers.
Verizon's NPS and CSAT scores have remained flat over the last 18 months, while wireless customers show stronger preference for T-Mobile.
• Created exceptional customer experiences, improving our net promoter score. (all dollar amounts in billions) GN&T Group Target Results Network expense $14.0 $14.0 Network performance Defend and grow network leadership position while maintaining…
We continue to take a balanced and cost effective approach to customer retention with strong NPS scores, best-in-class network performance and strong value proposition, leading to our excellent levels of customer retention.
Verizon is focused on driving Net Promoter Score through cross-channel customer engagement analysis.
Retention disclosures (413)
Verizon management cites improved customer retention and stronger net additions as key drivers of 2026 growth strategy.
Verizon is deploying Google's Gemini AI across customer service and operations to cut costs and boost customer retention.
Churn (wireless retail core prepaid): 3.59% (Q2 2026) — “Wireless retail core prepaid churn rate...3.59%”
Churn (wireless retail postpaid phone): 0.92% (Q2 2026) — “Wireless retail postpaid phone churn rate...0.92%”
Churn (consumer postpaid phone): 0.84% (Q2 2026) — “Consumer postpaid phone churn was 84 basis points”
Verizon Communications is rolling out an aggressive customer-retention strategy in response to wireless industry competition.
Verizon credits growth to lower churn, fewer service handoffs, and improved customer experience metrics.
Verizon's AI-driven automation strategy aims to improve customer retention and scalability.
Verizon runs celebrity-backed loyalty campaigns to drive customer retention economics.
Verizon CEO announces strategy to rebuild customer loyalty by removing free offers and revamping promotional strategy.
Churn (wireless retail core prepaid): 3.45% (Q1 2026) — “Wireless retail core prepaid churn rate...3.45%”
Churn (wireless retail postpaid phone): 0.97% (Q1 2026) — “Wireless retail postpaid phone churn rate...0.97%”
Churn (Consumer postpaid phone): 0.85% (March 2026) — “in March, consumer postpaid phone churn improved further to below 85 basis points. That is a significant improvement both sequentially from Q4 and within the quarter”
Churn (Consumer postpaid phone): 0.9% (Q1 2026) — “Consumer postpaid phone churn in the quarter was 90 basis points, a sequential improvement of 5 basis points from Q4.”
Verizon is raising prices on streaming bundles as a strategy to encourage loyalty among existing customers and support customer retention.
Churn (Wireless retail core prepaid): 3.47% (Q4 2025, monthly) — “Wireless retail core prepaid (1) 3.47 %”
Churn (Wireless retail postpaid): 1.58% (Q4 2025) — “Wireless retail postpaid 1.58 % 1.47 % 1.48 %”
Churn (Wireless retail postpaid phone): 0.92% (FY2025) — “Wireless retail postpaid phone 0.92 % 0.83 % 0.83 %”
Churn (Wireless retail postpaid): 1.15% (FY2025) — “Wireless retail postpaid 1.15 % 1.06 % 1.03 %”
Churn (Converged (fiber + mobility)): 0.4% (Q4 2025) — “when we bundle together, we see a 40% reduction in churn versus stand-alone mobility.”
Churn (Wireless retail core prepaid): 1.02% (Q4 2025, monthly) — “Wireless retail core prepaid (1) 3.73 % 3.78 %”
Churn (Wireless retail postpaid phone): 0.95% (Q4 2025, monthly) — “Wireless retail postpaid phone 0.95 % 0.88 %”
Verizon implements policy changes to address customer retention challenges as it works to slow customer defection.
Verizon stated plans to build loyalty and drive significant improvements in retention following a major service outage.
Verizon discontinues loyalty discounts for subscribers, resulting in customer churn as the telecom giant prepares to raise prices.
Verizon's leadership changes and cost-cutting initiatives aim to improve customer retention and monetization.
Verizon makes an aggressive move to stop fleeing customers with a programme based on percentage-based loyalty discounts tailored to each customer.
Verizon CEO Schulman targets customer-centric growth and commits to aggressively improve customer retention and account declines.
Churn (Converged customers on fiber): 0.4% (Q3 2025) — “converged customers on fiber have a mobility churn rate that's nearly 40% lower than our overall mobility base.”
Churn (Business wireless retail postpaid phone): 1.25% (Q3 2025) — “wireless retail postpaid phone churn was 1.25 percent”
Churn (Business wireless retail postpaid): 1.56% (Q3 2025) — “Business wireless retail postpaid churn was 1.56 percent in third-quarter 2025”
Churn (Consumer wireless retail postpaid phone): 0.91% (Q3 2025) — “wireless retail postpaid phone churn was 0.91 percent”
Verizon launched initiatives to address elevated churn and improve customer loyalty and retention.
Verizon backtracks on plans to eliminate loyalty discounts on Sept. 1 in response to customer dissatisfaction and retention concerns.
Verizon Communications partially reinstates loyalty discounts for select customers following customer backlash.
Verizon is axing legacy loyalty discounts starting September 2025, a move that had previously been used for customer retention and sustaining loyalty.
Churn (Wireless retail postpaid): 1.12% (Q2 2025) — “Wireless retail postpaid 1.12 % 1.00 % 1.13 % 1.02 %; Churn rate calculated by dividing disconnects by average connections”
Verizon's CFO emphasized the company is doubling down on improving customer loyalty and retention.
Churn (Consumer postpaid phone): 0.9% (Q2 2025) — “second-quarter consumer postpaid phone churn remained consistent with the first quarter at 0.90%.”
Churn (Business wireless retail postpaid phone): 1.26% (Q2 2025) — “wireless retail postpaid phone churn was 1.26 percent”
Churn (Business wireless retail postpaid): 1.61% (Q2 2025) — “Business wireless retail postpaid churn was 1.61 percent in second-quarter 2025”
Verizon implements proactive retention strategies including free BYOD lines for high-risk customers to support business growth.
Churn (Wireless retail postpaid): 1.13% (Q1 2025) — “Wireless retail postpaid 1.13 % 1.03 %; Wireless churn is the rate at which service to retail connections is terminated”
Churn (Converged (fiber + broadband + mobility)): 0.5% (Q1 2025) — “every time you combine the two, we tend to see a 50% reduction in mobility churn when we have fiber and a reduction in mobility churn when we have FWA as well.”
Churn (Business wireless retail postpaid phone): 1.15% (Q1 2025) — “wireless retail postpaid phone churn was 1.15 percent”
Churn (Business wireless retail postpaid): 1.52% (Q1 2025) — “Business wireless retail postpaid churn was 1.52 percent in first-quarter 2025”
Churn (Consumer wireless retail postpaid phone): 0.9% (Q1 2025) — “wireless retail postpaid phone churn was 0.90 percent”
Verizon launches 3-year price lock and free phone offers as a strategic customer retention initiative.
Churn (Wireless retail postpaid phone): 0.83% (12 months ended 12/31/24, monthly) — “Churn Rate: Wireless retail postpaid phone 0.83 %”
Churn (Wireless retail postpaid (quarterly)): 1.47% (Q4 2024) — “Churn Rate: Wireless retail postpaid 1.47 % 1.48 %”
Churn (Wireless retail postpaid phones): 0.84% (FY2024) — “Wireless retail postpaid phones 0.84 % 0.83 %”
Churn (Wireless retail postpaid): 1.06% (FY2024) — “Wireless retail postpaid 1.06 % 1.03 %”
Churn (Business wireless retail postpaid phone): 1.09% (Q4 2024) — “wireless retail postpaid phone churn was 1.09 percent”
Churn (Business wireless retail postpaid): 1.45% (Q4 2024) — “Business wireless retail postpaid churn was 1.45 percent in fourth-quarter 2024”
Churn (Consumer wireless retail postpaid phone): 0.89% (Q4 2024) — “wireless retail postpaid phone churn was 0.89 percent”
Churn (Consumer wireless retail postpaid): 1.12% (Q4 2024) — “Consumer wireless retail postpaid churn was 1.12 percent in fourth-quarter 2024”
Verizon unveiled a nationwide Super Bowl FanFest event intended to enhance customer retention and loyalty.
Churn (Wireless retail postpaid phone): 0.84% (Q3 2024) — “Wireless retail postpaid phone 0.84 % 0.85 % 0.82 % 0.82 %”
Churn (Wireless retail): 1.61% (Q3 2024) — “Churn Rate: Wireless retail 1.61 % 1.68 % 1.62 % 1.65 %”
Churn (Fiber churn with bundled mobility): 0.4% (Q3 2024) — “fiber churn, which is already world-class, one of the best in the world, will go down another 40% when we bundle mobility and fiber.”
Churn (Converged (fiber + mobility)): 0.5% (Q3 2024) — “We see a 50% reduction in mobility churn when we bundle with fiber. And that's a huge lever for us”
Churn (Consumer wireless retail postpaid): 1.07% (Q3 2024) — “Consumer wireless retail postpaid churn was 1.07 percent in third-quarter 2024”
Churn (Retail postpaid): 1.16% (Q3 2024) — “retail postpaid churn of 1.16 percent”
Churn (Retail postpaid phone): 0.89% (Q3 2024) — “Retail postpaid phone churn of 0.89 percent”
Churn (Wireless retail postpaid phone): 0.79% (Q2 2024) — “Wireless retail postpaid phone 0.79 % 0.76 % 0.81 % 0.80 %”
Churn (Wireless retail): 1.63% (Q2 2024) — “Churn Rate: Wireless retail 1.63 % 1.58 % 1.63 % 1.63 %”
Churn (C-band markets): 0.03% (Q2 2024) — “On C-band, we are seeing good improvements in churn 3 basis points.”
Churn (Business wireless retail postpaid): 1.45% (Q2 2024) — “Business wireless retail postpaid churn was 1.45 percent in second-quarter 2024”
Churn (Consumer wireless retail postpaid): 1% (Q2 2024) — “Consumer wireless retail postpaid churn was 1.00 percent in second-quarter 2024”
Churn (Retail postpaid): 1.11% (Q2 2024) — “retail postpaid churn of 1.11 percent”
Churn (Retail postpaid phone): 0.85% (Q2 2024) — “Retail postpaid phone churn of 0.85 percent”
Verizon is integrating GenAI to drive customer retention and loyalty as part of a broader shift towards AI-driven customer service in telecom.
Churn (Total wireless retail postpaid): 1.15% (Q1 2024) — “retail postpaid churn of 1.15 percent”
Churn (Total wireless retail postpaid phone): 0.89% (Q1 2024) — “Retail postpaid phone churn of 0.89 percent”
Churn (Business wireless retail postpaid phone): 1.13% (Q1 2024) — “wireless retail postpaid phone churn was 1.13 percent”
Churn (Business wireless retail postpaid): 1.51% (Q1 2024) — “Business wireless retail postpaid churn was 1.51 percent in first-quarter 2024”
Churn (Consumer wireless retail postpaid phone): 0.83% (Q1 2024) — “wireless retail postpaid phone churn was 0.83 percent”
Churn (Consumer wireless retail postpaid): 1.03% (Q1 2024) — “Consumer wireless retail postpaid churn was 1.03 percent in first-quarter 2024”
Churn (Wireless retail postpaid): 1.48% (Q4 2023) — “Wireless retail postpaid 1.48 % 1.38 % 1.27 %”
Churn (Wireless retail postpaid phones): 0.83% (FY2023) — “Wireless retail postpaid phones 0.83 % 0.81 %”
Churn (Wireless retail postpaid): 1.03% (FY2023) — “Wireless retail postpaid 1.03 % 1.01 %. Wireless retail postpaid phones 0.83 % 0.81 %”
Churn (Consumer postpaid phone): 0.88% (Q4 2023) — “Our Consumer postpaid phone churn of 0.88% represents a stable result even after we implemented over $1 billion of annualized pricing actions in 2023.”
Churn (Business wireless retail postpaid): 1.48% (Q4 2023) — “Business wireless retail postpaid churn was 1.48 percent in fourth-quarter 2023”
Churn (Consumer wireless retail postpaid): 1.08% (Q4 2023) — “Consumer wireless retail postpaid churn was 1.08 percent in fourth-quarter 2023”
Churn (Retail postpaid): 1.18% (Q4 2023) — “Retail postpaid churn of 1.18 percent”
Churn (Retail postpaid phone): 0.93% (Q4 2023) — “Retail postpaid churn of 1.18 percent, and retail postpaid phone churn of 0.93 percent”
Churn (Consumer postpaid phone): 0.85% (Q3 2023) — “Our postpaid phone churn of 0.85% represents a stable result even after implementing over $1 billion of annualized pricing actions in 2023.”
Churn (Business wireless retail postpaid): 1.47% (Q3 2023) — “Business wireless retail postpaid churn was 1.47 percent in third-quarter 2023”
Churn (Consumer wireless retail postpaid): 1.04% (Q3 2023) — “Consumer wireless retail postpaid churn was 1.04 percent in third-quarter 2023”
Churn (Consumer postpaid phone): 0.76% (Q2 2023) — “Consumer postpaid phone churn for the quarter was 0.76%, up one basis point compared with the same period last year.”
Churn (Business wireless retail postpaid): 1.48% (Q2 2023) — “Business wireless retail postpaid churn was 1.48 percent in second-quarter 2023”
Churn (Consumer wireless retail postpaid): 0.95% (Q2 2023) — “Consumer wireless retail postpaid churn was 0.95 percent in second-quarter 2023”
Churn (Retail postpaid phones): 0.83% (Q2 2023) — “retail postpaid phone churn of 0.83 percent”
Churn (Retail postpaid): 1.07% (Q2 2023) — “Total retail postpaid churn of 1.07 percent, and retail postpaid phone churn of 0.83 percent”
Verizon manager discusses business lifecycle and retention initiatives in customer loyalty series interview.
Verizon Business has a Lifecycle & Retention programme recognized by Loyalty360 awards.
Churn (postpaid phone Consumer): 0.84% (Q1 2023) — “Postpaid phone churn was 0.84%, up 7 basis points compared to the same period last year”
Churn (postpaid phone): 0.9% (Q1 2023) — “Postpaid phone churn was 0.90%, up 7 basis points year over year”
Churn (prepaid): 4.31% (Q1 2023) — “overall prepaid churn for the first quarter was 4.31%, up 62 basis points year over year”
Churn (Business wireless retail postpaid): 1.5% (Q1 2023) — “Business wireless retail postpaid churn was 1.50 percent in first-quarter 2023”
Churn (Consumer wireless retail postpaid): 1.05% (Q1 2023) — “Consumer wireless retail postpaid churn was 1.05 percent in first-quarter 2023”
Churn (Retail postpaid): 1.15% (Q1 2023) — “Total retail postpaid churn of 1.15 percent, and retail postpaid phone churn of 0.90 percent”
Churn (Wireless retail postpaid phones): 0.81% (FY2022) — “Wireless retail postpaid phones 0.81 % 0.71 %”
Churn (Wireless retail postpaid): 1.01% (FY2022) — “Wireless retail postpaid 1.01 % 0.89 %”
Churn (Wireless retail): 1.63% (FY2022) — “Wireless retail (4) 1.63 % 1.10 % (FY2022 vs FY2021)”
Churn (Business wireless retail postpaid): 1.38% (Q4 2022) — “Business wireless retail postpaid churn was 1.38 percent in fourth-quarter 2022”
Churn (Consumer wireless retail postpaid): 1.06% (Q4 2022) — “Consumer wireless retail postpaid churn was 1.06 percent in fourth-quarter 2022”
Churn (Retail postpaid phones): 0.89% (Q4 2022) — “retail postpaid phone churn of 0.89 percent”
Churn (Retail postpaid): 1.14% (Q4 2022) — “Total retail postpaid churn of 1.14 percent, and retail postpaid phone churn of 0.89 percent”
Verizon executives report improved customer retention across Q1–Q3 2022, with focus on postpaid consumer phone subscriber retention.
Churn (Wireless retail postpaid): 1.1% (Q3 2022 (nine months ended September 30, 2022)) — “Wireless retail postpaid 1.10 % for nine months ended September 30, 2022”
Churn (Business wireless retail postpaid): 1.42% (Q3 2022) — “Business wireless retail postpaid churn was 1.42 percent in third-quarter 2022”
Churn (Consumer wireless retail postpaid phone): 0.88% (Q3 2022) — “wireless retail postpaid phone churn was 0.88 percent”
Churn (Total retail postpaid phone): 0.92% (Q3 2022) — “Total retail postpaid churn of 1.17 percent, and retail postpaid phone churn of 0.92 percent.”
Churn (Total retail postpaid): 1.17% (Q3 2022) — “Total retail postpaid churn of 1.17 percent, and retail postpaid phone churn of 0.92 percent.”
Churn (Wireless retail postpaid): 0.93% (Q2 2022 (six months ended June 30, 2022)) — “Wireless retail postpaid 0.93 % for six months ended June 30, 2022”
Churn (Business wireless retail postpaid): 1.37% (Q2 2022) — “Wireless retail postpaid churn was 1.37 percent in second-quarter 2022”
Churn (Consumer wireless retail postpaid): 0.93% (Q2 2022) — “Consumer wireless retail postpaid churn was 0.93 percent in second-quarter 2022”
Churn (Total retail postpaid): 1.03% (Q2 2022) — “Total retail postpaid churn of 1.03 percent, and retail postpaid phone churn of 0.81 percent.”
Churn (Wireless retail postpaid phones): 0.77% (Q1 2022) — “Wireless retail postpaid phones 0.77 % 0.77 %”
Churn (Wireless retail): 1.51% (Q1 2022) — “Churn Rate: Wireless retail 1.51 % 1.11 %”
Churn (Verizon Business wireless retail postpaid): 1.34% (Q1 2022) — “Verizon Business wireless retail postpaid churn was 1.34 percent in first-quarter 2022”
Churn (Verizon Consumer wireless retail postpaid): 0.95% (Q1 2022) — “Verizon Consumer wireless retail postpaid churn was 0.95 percent in first-quarter 2022”
Churn (Total retail postpaid): 1.04% (Q1 2022) — “Total retail postpaid churn of 1.04 percent, and retail postpaid phone churn of 0.83 percent.”
Churn (wireless retail postpaid phones): 0.71% (FY2021) — “Wireless retail postpaid phones 0.71 % 0.67 % [churn rate]”
Churn (wireless retail postpaid): 0.89% (FY2021) — “Wireless retail postpaid 0.89 % 0.87 % [churn rate]”
Churn (wireless retail): 1.1% (FY2021) — “Wireless retail 1.10 % 1.03 % [churn rate increased]”
Churn (Business wireless retail postpaid): 1.26% (Q4 2021) — “Business wireless retail postpaid churn was 1.26 percent in fourth-quarter 2021”
Churn (Consumer wireless retail postpaid phone): 0.77% (Q4 2021) — “wireless retail postpaid phone churn was 0.77 percent”
Churn (Consumer wireless retail postpaid): 0.94% (Q4 2021) — “Consumer wireless retail postpaid churn was 0.94 percent in fourth-quarter 2021”
Churn (Total Wireless retail postpaid phone): 0.81% (Q4 2021) — “Total retail postpaid churn of 1.01 percent, and retail postpaid phone churn of 0.81 percent.”
Churn (Total Wireless retail postpaid): 1.01% (Q4 2021) — “Total retail postpaid churn of 1.01 percent, and retail postpaid phone churn of 0.81 percent.”
Churn (Wireless retail postpaid phones): 0.67% (Q3 2021) — “Wireless retail postpaid phones 0.67 % 0.63 % 0.69 % 0.64 %”
Churn (Wireless retail postpaid): 0.84% (Q3 2021) — “Wireless retail postpaid 0.84 % 0.80 % 0.88 % 0.84 %”
Churn (Business wireless retail postpaid phone): 1.04% (Q3 2021) — “wireless retail postpaid phone churn was 1.04 percent”
Churn (Business wireless retail postpaid): 1.29% (Q3 2021) — “Business wireless retail postpaid churn was 1.29 percent in third-quarter 2021”
Churn (Consumer wireless retail postpaid phone): 0.67% (Q3 2021) — “wireless retail postpaid phone churn was 0.67 percent”
Churn (Consumer wireless retail postpaid): 0.84% (Q3 2021) — “Consumer wireless retail postpaid churn was 0.84 percent in third-quarter 2021”
Churn (Total Wireless retail postpaid phone): 0.74% (Q3 2021) — “retail postpaid phone churn of 0.74 percent”
Churn (Wireless retail postpaid phones): 0.65% (Q2 2021) — “Wireless retail postpaid phone churn rate 0.65% for Q2 2021”
Churn (Wireless retail postpaid): 0.83% (Q2 2021) — “Wireless retail postpaid churn rate 0.83% for Q2 2021”
Verizon showed improved wireless customer retention contributing to revenue growth recovery.
Churn (Business wireless retail postpaid phone): 1.07% (Q2 2021) — “retail postpaid phone churn was 1.07 percent”
Churn (Business wireless retail postpaid): 1.3% (Q2 2021) — “Total retail postpaid churn of 1.30 percent”
Churn (Consumer wireless retail postpaid phone): 0.65% (Q2 2021) — “retail postpaid phone churn of 0.65 percent, a record-low retail postpaid phone churn”
Churn (Consumer wireless retail postpaid): 0.83% (Q2 2021) — “Total retail postpaid churn of 0.83 percent”
Churn (Total Wireless retail postpaid phone): 0.72% (Q2 2021) — “retail postpaid phone churn of 0.72 percent”
Churn (Total Wireless retail postpaid): 0.94% (Q2 2021) — “Total retail postpaid churn of 0.94 percent”
Verizon study shows 89% average customer retention rate among stock-owning customers.
Churn (Wireless retail postpaid phones): 0.77% (Q1 2021) — “Wireless retail postpaid phones 0.77% 0.77%”
Churn (Wireless retail postpaid): 0.97% (Q1 2021) — “Wireless retail postpaid 0.97% 1.01%”
Churn (Wireless retail): 1.11% (Q1 2021) — “Churn Rate: Wireless retail 1.11% 1.20%”
Churn (business postpaid phone): 1.01% (Q1 2021) — “Segment postpaid phone churn was 1.01% in the quarter, an improvement of 1 basis point over the prior year”
Churn (postpaid phone): 0.77% (Q1 2021) — “phone churn of 0.77% for the quarter... retention efforts, which remains strong in Q1”
Churn (Total wireless retail postpaid): 1.03% (Q1 2021) — “Total retail postpaid churn of 1.03 percent, and retail postpaid phone churn of 0.81 percent [Total Wireless]”
Churn (Business retail postpaid): 1.24% (Q1 2021) — “Total retail postpaid churn of 1.24 percent, and retail postpaid phone churn of 1.01 percent [Business]”
Churn (Consumer retail postpaid): 0.97% (Q1 2021) — “Total retail postpaid churn of 0.97 percent, and retail postpaid phone churn of 0.77 percent [Consumer]”
Churn (wireless retail postpaid phones): 0.67% (FY2020) — “Wireless retail postpaid phones 0.67 % 0.79 %”
Churn (wireless retail postpaid): 0.87% (FY2020) — “Wireless retail postpaid 0.87 % 1.05 %”
Churn (wireless retail): 1.03% (FY2020) — “Churn Rate: Wireless retail 1.03 % 1.28 %”
Churn (Business wireless retail postpaid phone): 0.98% (Q4 2020) — “retail postpaid phone churn of 0.98 percent”
Churn (Business wireless retail postpaid): 1.19% (Q4 2020) — “Total retail postpaid churn of 1.19 percent”
Churn (Consumer wireless retail postpaid phone): 0.76% (Q4 2020) — “retail postpaid phone churn of 0.76 percent”
Churn (Consumer wireless retail postpaid): 0.96% (Q4 2020) — “Total retail postpaid churn of 0.96 percent”
Churn (Total Wireless retail postpaid phone): 0.8% (Q4 2020) — “retail postpaid phone churn of 0.80 percent”
Churn (Total Wireless retail postpaid): 1.01% (Q4 2020) — “Total retail postpaid churn of 1.01 percent”
Churn (Wireless retail postpaid phones): 0.63% (Q3 2020) — “Wireless retail postpaid phones 0.63 % 0.79 %”
Churn (Wireless retail postpaid): 0.8% (Q3 2020) — “Wireless retail postpaid 0.80 % 1.05 %”
Churn (Total Wireless retail postpaid phones): 0.69% (Q3 2020) — “retail postpaid phone churn of 0.69 percent”
Churn (Total Wireless retail postpaid): 0.89% (Q3 2020) — “Total retail postpaid churn of 0.89 percent”
Churn (Business wireless retail postpaid phones): 0.96% (Q3 2020) — “retail postpaid phone churn of 0.96 percent”
Churn (Business wireless retail postpaid): 1.19% (Q3 2020) — “Total retail postpaid churn of 1.19 percent”
Churn (Consumer wireless retail postpaid phones): 0.63% (Q3 2020) — “retail postpaid phone churn of 0.63 percent”
Churn (Consumer wireless retail postpaid): 0.8% (Q3 2020) — “Total retail postpaid churn of 0.80 percent”
Churn (Total Wireless retail postpaid phones): 0.58% (Q2 2020) — “retail postpaid phone churn of 0.58 percent”
Churn (Total Wireless retail postpaid): 0.78% (Q2 2020) — “Total retail postpaid churn of 0.78 percent”
Churn (Business wireless retail postpaid phones): 0.9% (Q2 2020) — “retail postpaid phone churn of 0.90 percent”
Churn (Business wireless retail postpaid): 1.12% (Q2 2020) — “Total retail postpaid churn of 1.12 percent”
Churn (Consumer wireless retail postpaid phones): 0.51% (Q2 2020) — “retail postpaid phone churn of 0.51 percent”
Churn (Consumer wireless retail postpaid): 0.69% (Q2 2020) — “Total retail postpaid churn of 0.69 percent”
Verizon's customer retention rates have remained strong despite competitive pressures.
Churn (Consumer wireless): 0.5% (Q1 2020) — “You're looking at about a 0.5 type of range right now in Consumer. Obviously, that's very low compared to where it has been.”
Churn (Total Wireless retail postpaid phones): 0.82% (Q1 2020) — “retail postpaid phone churn of 0.82 percent”
Churn (Total Wireless retail postpaid): 1.08% (Q1 2020) — “Total retail postpaid churn of 1.08 percent”
Churn (Business wireless retail postpaid phones): 1.02% (Q1 2020) — “retail postpaid phone churn of 1.02 percent”
Churn (Business wireless retail postpaid): 1.3% (Q1 2020) — “Total retail postpaid churn of 1.30 percent”
Churn (Consumer wireless retail postpaid phones): 0.77% (Q1 2020) — “retail postpaid phone churn of 0.77 percent”
Churn (Consumer wireless retail postpaid): 1.01% (Q1 2020) — “Total retail postpaid churn of 1.01 percent”
Churn (Wireless retail postpaid): 1.05% (FY2019) — “Churn Rate: Wireless retail postpaid 1.05 % 1.00 %”
Churn (Total Wireless retail postpaid phones): 0.86% (Q4 2019) — “retail postpaid phone churn of 0.86 percent”
Churn (Total Wireless retail postpaid): 1.13% (Q4 2019) — “Total retail postpaid churn of 1.13 percent”
Churn (Business wireless retail postpaid phones): 1% (Q4 2019) — “retail postpaid phone churn of 1.00 percent”
Churn (Business wireless retail postpaid): 1.28% (Q4 2019) — “Total retail postpaid churn of 1.28 percent”
Churn (Consumer wireless retail postpaid phones): 0.83% (Q4 2019) — “retail postpaid phone churn of 0.83 percent”
Churn (Consumer wireless retail postpaid): 1.09% (Q4 2019) — “Total retail postpaid churn of 1.09 percent”
Churn (Wireless retail postpaid phones): 0.79% (Q3 2019) — “Churn Rate: Wireless retail postpaid phones 0.79 % 0.77 % for Q3 2019 vs Q3 2018”
Churn (Wireless retail postpaid): 1.05% (Q3 2019) — “Churn Rate: Wireless retail postpaid 1.05 % 1.01 % for Q3 2019 vs Q3 2018”
Churn (Wireless retail): 1.27% (Q3 2019) — “Churn Rate: Wireless retail 1.27 % 1.24 % for Q3 2019 vs Q3 2018”
Churn (Wireless retail postpaid phone): 0.82% (Q3 2019) — “retail postpaid phone churn of 0.82 percent”
Churn (Wireless retail postpaid): 1.09% (Q3 2019) — “Total retail postpaid churn of 1.09 percent”
Churn (Business retail postpaid phone): 0.98% (Q3 2019) — “retail postpaid phone churn of 0.98 percent”
Churn (Business retail postpaid): 1.22% (Q3 2019) — “Total retail postpaid churn of 1.22 percent”
Churn (Wireless retail postpaid phones): 0.76% (Q2 2019) — “Wireless retail postpaid phones 0.76 % 0.75 % 0.81 %”
Churn (Wireless retail postpaid): 1% (Q2 2019) — “Wireless retail postpaid 1.00 % 0.99 % 0.99 %”
Churn (Wireless retail postpaid phones): 0.81% (Q1 2019) — “Wireless retail postpaid phones 0.81% [Churn Rate]”
Churn (Wireless retail postpaid): 1.08% (Q1 2019) — “Wireless retail postpaid 1.08% [Churn Rate]”
Churn (Wireless retail postpaid phones): 0.72% (Q2 2019) — “Churn Rate: Wireless retail postpaid phones 0.72 % for Q2 2019”
Churn (Wireless retail postpaid): 0.97% (Q2 2019) — “Churn Rate: Wireless retail postpaid 0.97 % for Q2 2019”
Churn (Wireless retail): 1.23% (Q2 2019) — “Churn Rate: Wireless retail 1.23 % for Q2 2019”
Churn (Wireless retail postpaid phone): 0.76% (Q2 2019) — “industry-leading retail postpaid phone churn of 0.76 percent”
Churn (Wireless retail postpaid): 1.02% (Q2 2019) — “Retail postpaid churn of 1.02 percent”
Churn (Business retail postpaid phone): 0.97% (Q2 2019) — “retail postpaid phone churn of 0.97 percent”
Churn (Business retail postpaid): 1.21% (Q2 2019) — “Retail postpaid churn of 1.21 percent”
Churn (Consumer retail postpaid phone): 0.72% (Q2 2019) — “retail postpaid phone churn of 0.72 percent”
Churn (Business wireless retail postpaid phones): 1.01% (Q1 2019) — “Wireless retail postpaid phones 1.01%”
Churn (Business wireless retail postpaid): 1.22% (Q1 2019) — “Wireless retail postpaid 1.22%”
Churn (Wireless retail postpaid phones): 0.86% (Q1 2019) — “Wireless retail postpaid phones 0.86%”
Churn (Wireless retail postpaid): 1.13% (Q1 2019) — “Wireless retail postpaid 1.13%”
Churn (Retail postpaid connections): 1.12% (Q1 2019) — “Retail postpaid connections 1.12 % 1.04 %”
Churn (Retail connections): 1.31% (Q1 2019) — “Churn Rate: Retail connections 1.31 % 1.28 %”
Churn (Consumer postpaid phone): 0.84% (Q1 2019) — “Our postpaid phone churn of 0.84% was up 4 basis points and remain strong.”
Verizon is using differentiated content strategies to aid customer retention.
Churn (Retail postpaid connections): 1.03% (Q4 2018) — “Retail postpaid connections 1.03% [vs 1.01% prior period]”
Churn (Retail connections): 1.23% (Q4 2018) — “Churn Rate: Retail connections 1.23% [vs 1.25% prior period]”
Verizon reports strong wireless customer growth and loyalty in 4Q 2018 results.
Churn (Retail postpaid): 1.08% (Q4 2018) — “The overall experience of paring our unlimited plans with the best network continues to resonate with our customer base, resulting in outstanding retail postpaid churn of 1.08% and phone churn of 0.82% in the fourth quarter.”
Churn (Postpaid phone): 0.82% (Q4 2018) — “The overall experience of paring our unlimited plans with the best network continues to resonate with our customer base, resulting in outstanding retail postpaid churn of 1.08% and phone churn of 0.82% in the fourth quarter.”
Churn (Retail postpaid): 1.04% (Q3 2018) — “Total retail postpaid churn of 1.04% was up compared to 0.97% in the prior year.”
Churn (Postpaid phone): 0.8% (Q3 2018) — “Our postpaid phone churn of 0.80% is a result of our network quality and reliability coupled with the diversification and personalization of our unlimited offerings.”
Churn (Retail connections): 1.23% (YTD 2018) — “Churn Rate: Retail connections...1.23 % 1.28 %”
Churn (Retail postpaid connections): 0.97% (Q2 2018) — “Retail postpaid connections 0.97 % 0.94 %”
Churn (Retail connections): 1.18% (Q2 2018) — “Churn Rate: Retail connections 1.18 % 1.18 %”
Churn (Retail postpaid): 0.97% (Q2 2018) — “Total retail postpaid churn of 0.97% was slightly up compared to 0.94% in the prior year.”
Churn (Postpaid phone): 0.75% (Q2 2018) — “Our postpaid phone churn of 0.75% is a result of our compelling customer experience on the nation's best network. This represents the fifth consecutive quarter of customer retention at 0.80% or better.”
Churn (Retail connections): 1.25% (Q1 2017) — “Churn Rate: Retail connections 1.25%”
Churn (Retail postpaid connections): 1.04% (Q1 2018) — “Retail postpaid connections 1.04 % 1.15 %. Churn is the rate at which service to connections is terminated.”
Verizon reported strong Verizon Wireless customer loyalty with 0.80% retail postpaid phone churn in Q1 2018.
Churn (total retail postpaid): 1.04% (Q1 2018) — “Total retail post-paid churn of 1.04% decreased year-over-year.”
Churn (postpaid phone): 0.8% (Q1 2018) — “post-paid phone churn of 0.80% for the quarter. This represents the fourth consecutive quarter of customer attention at 0.80% or better.”
Churn (Retail postpaid connections): 1.01% (FY2017) — “Churn Rate: Retail postpaid connections 1.01 % 1.01 % 0.96 %”
Churn (retail postpaid): 1% (Q4 2017) — “resulting in outstanding retail postpaid churn of 1.00%”
Churn (phone): 0.77% (Q4 2017) — “phone churn of 0.77% in the fourth quarter”
Churn (Retail postpaid connections): 0.97% (Q3 2017) — “Retail postpaid connections 0.97% [Q3 2017]”
Churn (Retail connections): 1.19% (Q3 2017) — “Churn Rate: Retail connections 1.19% [Q3 2017]”
Churn (total retail postpaid): 0.97% (Q3 2017) — “Total retail postpaid churn was 0.97% for the third quarter which improved by seven basis points year-over-year.”
Churn (postpaid phone): 0.75% (Q3 2017) — “postpaid's phone churn was 0.75% and was the main driver of the improvement in total postpaid churn.”
Churn (retail postpaid connections): 0.94% (Q2 2017) — “Retail postpaid connections 0.94% 0.94%”
Churn (retail connections): 1.18% (Q2 2017) — “Churn Rate: Retail connections 1.18% 1.19%”
Churn (total retail postpaid): 0.94% (Q2 2017) — “Total retail postpaid churn of 0.94% was consistent year over year and down 21 basis points sequentially.”
Churn (postpaid phone): 0.7% (Q2 2017) — “Postpaid phone churn not only continued recent trends below 0.9% but also established a new low in the LTE era at 0.70%.”
Churn (Retail postpaid connections): 1.15% (Q1 2017) — “Retail postpaid connections 1.15% [Q1 2017]”
Churn (Retail connections): 1.39% (Q1 2017) — “Churn Rate: Retail connections 1.39% [Q1 2017]”
Churn (total retail postpaid): 1.15% (Q1 2017) — “Total retail postpaid churn of 1.15% increased year-over-year due to higher tablet churn”
Churn (retail phone): 0.9% (Q1 2017) — “retail phone churn improved after the launch and was less than 0.9% for the eighth consecutive quarter”
Churn (retail postpaid connections): 1.01% (FY2016) — “Retail postpaid connections...Churn Rate: 1.01%”
Churn (retail connections): 1.26% (FY2016) — “Retail connections...Churn Rate: 1.26%”
Churn (retail postpaid): 1.1% (Q4 2016) — “Overall our retail postpaid churn increased year-over-year due to higher tablet churn to 1.1%”
Churn (retail postpaid phone): 0.9% (Q4 2016) — “retail postpaid phone churn of less than 0.9%”
Churn (Retail postpaid connections): 1.04% (Q3 2016) — “Retail postpaid connections 1.04 % 0.93 %”
Churn (Retail connections): 1.28% (Q3 2016) — “Churn Rate: Retail connections 1.28 % 1.21 %”
Churn (retail postpaid): 1.04% (Q3 2016) — “Retail postpaid churn was 1.04% up 11 basis points driven by tablet churn.”
Churn (postpaid phone): 0.9% (Q3 2016) — “Postpaid phone churn was up 2 basis points from a year ago and remain below 0.90% for the sixth consecutive quarter.”
Churn (retail postpaid connections): 0.94% (Q2 2016) — “Retail postpaid connections 0.94 % 0.90 % 0.95 % 0.97 %”
Churn (retail postpaid connections): 0.96% (Q1 2016) — “Retail postpaid connection net additions increased during the three months ended March 31, 2016, compared to the similar period in 2015, primarily due to a lower retail postpaid connection churn rate”
Churn (Retail postpaid): 0.96% (Q1 2016) — “Retail postpaid churn was 0.96%, down 7 basis points for the quarter and sequentially consistent.”
Churn (Retail connections): 1.24% (FY2015) — “Retail connections 1.24 % 1.33 % 1.27 %”
Churn (Retail postpaid connections): 0.96% (FY2015) — “Retail postpaid connections 0.96 % 1.04 % 0.97 %”
Churn (Retail connections): 1.21% (Q3 2015) — “Retail connections churn rate 1.21% vs 1.29% in Q3 2014”
Churn (Retail postpaid connections): 0.93% (Q3 2015) — “Retail postpaid connections churn rate 0.93% vs 1.00% in Q3 2014”
Churn (Retail connections): 1.18% (Q2 2015) — “Retail connections churn rate 1.18% vs 1.25% in Q2 2014”
Churn (Retail postpaid connections): 0.9% (Q2 2015) — “Retail postpaid connections churn rate 0.90% vs 0.94% in Q2 2014”
Churn (retail postpaid): 0.9% (Q2 2015) — “retail postpaid churn of 0.90 percent, the lowest in three years”
Churn (Retail postpaid connections): 1.03% (Q1 2015) — “Retail postpaid connections churn rate 1.03% vs 1.07% in Q1 2014”
Churn (Retail connections): 1.33% (FY2014) — “Retail connections churn rate 1.33 % in 2014 compared to 1.27 % in 2013”
Churn (Retail postpaid connections): 1.04% (FY2014) — “Retail postpaid connections churn rate 1.04 % in 2014 compared to 0.97 % in 2013”
Churn (retail postpaid connections): 1% (Q3 2014) — “Retail postpaid connections 1.00 % 0.97 %”
Churn (retail connections): 1.29% (Q3 2014) — “Churn Rate: Retail connections 1.29 % 1.28 %”
Churn (retail postpaid connections): 0.94% (Q2 2014) — “Retail postpaid connections 0.94 % 0.93 % 1.00 % 0.97 %”
Churn (Retail connections): 1.37% (Q1 2014) — “Retail connections churn rate: 1.37% (Q1 2014) vs 1.30% (Q1 2013)”
Churn (Retail postpaid connections): 1.07% (Q1 2014) — “Retail postpaid connections churn rate: 1.07% (Q1 2014) vs 1.01% (Q1 2013)”
Churn (Retail postpaid connections): 0.97% (FY2013) — “Retail postpaid connections Churn Rate: 0.97 % in 2013 and 0.91 % in 2012.”
Churn (Retail postpaid connections): 0.97% (Q3 2013) — “Retail postpaid connections churn rate 0.97% in Q3 2013 vs 0.91% in Q3 2012”
Churn (Retail postpaid connections): 0.93% (Q2 2013) — “Retail postpaid connections churn rate 0.93% in Q2 2013 vs 0.84% in Q2 2012”
Churn (Retail postpaid connections): 1.01% (Q1 2013) — “Retail postpaid connections churn rate 1.01% in Q1 2013 vs 0.96% in Q1 2012”
Churn (Retail connections): 1.19% (2012) — “Retail connections 1.19 % 1.26 % 1.38 %”
Churn (Retail postpaid connections): 0.91% (2012) — “Retail postpaid connections 0.91 % 0.95 % 1.02 %”
Churn (Retail postpaid connections): 0.91% (Q3 2012) — “Churn Rate: Retail postpaid connections 0.91 % 0.94 %”
Churn (Retail postpaid customers): 0.84% (Q2 2012) — “Retail postpaid customers churn rate 0.84% compared to 0.89% prior year”
Churn (Retail customers): 1.11% (Q2 2012) — “Retail customers churn rate 1.11% compared to 1.22% prior year; improvements in our retail customer churn rates”
Churn (retail postpaid customers): 0.96% (Q1 2012) — “Retail postpaid customers 0.96 % 1.01 %”
Churn (retail customers): 1.24% (Q1 2012) — “Churn Rate: Retail customers 1.24 % 1.33 %”
Churn (Retail postpaid customers): 0.95% (2011) — “Retail postpaid customers 0.95 %”
Churn (Retail customers): 1.26% (2011) — “Churn Rate: Retail customers 1.26 %”
Churn (Retail postpaid customers): 0.94% (Q3 2011) — “Retail postpaid customers 0.94 % 1.07 % 0.95 % 1.02 % ... ongoing improvements in our retail customer churn rate”
Churn (Retail postpaid customers): 0.89% (Q2 2011) — “Retail postpaid customers 0.89 % [churn rate for six months ended June 30, 2011]”
Churn (Verizon Wireless retail postpaid): 1.01% (Q1 2011) — “Retail postpaid customer churn rate 1.01 %”
Churn (Verizon Wireless retail): 1.33% (Q1 2011) — “Retail customer churn rate 1.33 %”
Churn (Retail postpaid): 1.02% (2010) — “Retail postpaid churn rate 1.02 % 1.07 % 0.96 %”
Churn: 1.33% (2010) — “Total churn rate 1.33 % 1.41 % 1.25 % ... Our total churn rate during 2010 compared to 2009 improved”
Churn (Retail postpaid): 1.01% (Q4 2010) — “Continued low retail postpaid churn of 1.01 percent”
Churn (total): 1.41% (2009) — “Total churn rate 1.41 % 1.25 % 12.8”
Churn (Domestic Wireless (total)): 1.36% (Q3 2010) — “Total churn rate 1.36 % (three months ended September 30, 2010) vs 1.46% prior year”
Churn (Domestic Wireless (retail postpaid)): 1.07% (Q3 2010) — “Retail postpaid churn rate 1.07 % (three months ended September 30, 2010) vs 1.12% prior year”
Churn (total customer): 1.36% (Q3 2010) — “Retail and total customer churn levels were 1.43 percent and 1.36 percent, respectively”
Churn (retail): 1.43% (Q3 2010) — “Retail and total customer churn levels were 1.43 percent and 1.36 percent”
Churn (Retail Postpaid): 0.93% (Q2 2010, monthly) — “Retail Postpaid Churn 1.13 % 1.00 % 1.12 % 1.05 % 1.05 % 0.93 %”
Churn (Total customers): 1.31% (Q2 2010, monthly) — “Total churn rate 1.44 % 1.34 % 1.46 % 1.39 % 1.36 % 1.25 % for quarters 2009-2010”
Churn (Domestic Wireless (total)): 1.27% (Q2 2010) — “Total churn rate 1.27 % (three months ended June 30, 2010) vs 1.37% prior year”
Churn (Domestic Wireless (retail postpaid)): 0.94% (Q2 2010) — “Retail postpaid churn rate 0.94 % (three months ended June 30, 2010) vs 1.01% prior year”
Churn (total customer): 1.27% (Q2 2010) — “total customer churn remained low, at 1.27 percent. All are the company's best levels in nearly two years”
Churn (retail): 1.33% (Q2 2010) — “Retail churn and total customer churn remained low, at 1.33 percent and 1.27 percent”
Churn (retail postpaid): 0.94% (Q2 2010) — “continued low retail postpaid churn of 0.94 percent”
Churn (retail postpaid): 1.07% (Q1 2010) — “Retail postpaid churn rate 1.07 % 1.14 %”
Churn (total): 1.4% (Q1 2010) — “Total churn rate 1.40 % 1.47 %”
Churn (Retail postpaid): 1.07% (Q1 2010) — “continued low retail postpaid churn of 1.07 percent; ...All are improved year over year”
Churn (Wireless (postpaid retail)): 1.09% (FY2009) — “Retail postpaid churn rate 1.09 % 0.96 %”
Churn (Wireless (total)): 1.44% (FY2009) — “Total churn rate 1.44 % 1.25 %; although we have experienced increases in our churn, the rate at which customers disconnect individual lines”
Churn (total): 1.42% (Q4 2009) — “Total churn was 1.42 percent”
Churn (total retail): 1.44% (Q4 2009) — “Retail postpaid churn and total retail churn remained low, at 1.06 percent and 1.44 percent, respectively”
Churn (retail postpaid): 1.06% (Q4 2009) — “continued low retail postpaid churn, 1.06 percent”
Churn (Domestic Wireless retail postpaid): 0.96% (FY2008) — “The average monthly retail postpaid customer churn rate was 0.96% in 2008, compared to 0.91% in 2007.”
Churn (Domestic Wireless total): 1.25% (FY2008) — “The total average monthly customer churn rate was 1.25% in 2008, compared to 1.21% in 2007.”
Churn (Wireless Retail Postpaid): 1.13% (Q3 2009) — “Retail postpaid churn rate 1.13% for the three months ended September 30, 2009 compared to 1.03% in 2008.”
Churn (Wireless Total): 1.49% (Q3 2009) — “Total churn rate 1.49% for the three months ended September 30, 2009 compared to 1.33% in 2008.”
Churn (Wireless Retail Postpaid): 1.01% (Q2 2009) — “Retail postpaid churn rate 1.01% for the three months ended June 30, 2009 compared to 0.83% in 2008.”
Churn (Wireless Total): 1.37% (Q2 2009) — “Total churn rate 1.37% for the three months ended June 30, 2009 compared to 1.12% in 2008.”
Churn (Domestic Wireless retail postpaid): 1.14% (Q1 2009) — “Retail postpaid churn rate 1.14 % 0.93 %”
Churn (Domestic Wireless total): 1.47% (Q1 2009) — “Total churn rate 1.47 % 1.19 %; Performance-Based Culture...tied to Verizon's strategic imperatives”
Churn (Wireless total): 1.47% (Q1 2009) — “total churn was an industry-leading 1.47 percent”
Churn (Wireless retail postpaid): 1.14% (Q1 2009) — “industry-leading retail postpaid churn, 1.14 percent”
Churn (Total): 1.25% (FY2008) — “Total churn rate 1.21% [2007] 1.25% [2008]”
Churn (postpaid retail customers): 0.96% (2008 monthly average) — “The average monthly retail postpaid customer churn rate was 0.96% in 2008, compared to 0.91% in 2007.”
Churn (domestic wireless total): 1.25% (2008 monthly average) — “The total average monthly customer churn rate was 1.25% in 2008, compared to 1.21% in 2007.”
Churn (Wireless retail postpaid): 1.05% (Q4 2008) — “1.05 percent among the company's retail post-paid customers”
Churn (Wireless retail post-paid): 1.03% (Q3 2008) — “Among the company's retail post-paid customers, churn was even lower at 1.03 percent.”
Churn (Wireless total): 1.33% (Q3 2008) — “Industry-leading (lowest) total churn for the 16th consecutive quarter, at 1.33 percent.”
Churn (Wireless retail post-paid): 0.83% (Q2 2008) — “Among the company's retail post-paid customers, churn was even lower at 0.83 percent, also a record low.”
Churn (Wireless total): 1.12% (Q2 2008) — “Total churn was industry-leading and down year over year at 1.12 percent, a record low for the company.”
Churn (Verizon Wireless (retail post-paid)): 0.93% (Q1 2008) — “Among the company's retail post-paid customers, churn was even lower, at 0.93 percent.”
Churn (Verizon Wireless (total)): 1.19% (Q1 2008) — “Industry-leading churn — 1.19 percent total churn and 0.93 percent retail post-paid churn.”
Churn (Total): 1.2% (FY2007, monthly) — “1.20 percent total churn”
Churn (Retail post-paid): 0.94% (FY2007, monthly) — “0.94 percent retail post-paid churn — industry-leading customer loyalty”
Churn (Verizon Wireless retail post-paid): 0.96% (Q3 2007) — “Churn among retail post-paid customers at 0.96 percent was substantially lower”
Churn (Verizon Wireless retail): 1.21% (Q3 2007) — “1.21 percent retail and 0.96 percent retail post-paid churn — industry lows”
Churn (Domestic Wireless overall): 1.26% (Q2 2007) — “The average monthly churn rate, the rate at which customers disconnect service, was 1.26% in the second quarter of 2007 and 1.19% for the six months ended June 30, 2007”
Churn (Retail postpaid): 0.85% (Q2 2007) — “Retail postpaid churn decreased to 0.85% in the second quarter of 2007 and decreased to 0.87% for the six months ended June 30, 2007”
Churn (Retail postpaid): 0.89% (Q1 2007) — “Retail postpaid churn decreased to 0.89% in the first quarter of 2007 compared to 0.92% in the first quarter of 2006.”
Churn (Retail): 1.08% (Q1 2007) — “The average monthly retail churn rate, the rate at which retail customers disconnect service, was 1.08% during the first quarter of 2007, unchanged compared to the first quarter of 2006.”
Churn (retail post-paid): 0.89% (Q4 2006) — “0.89 percent retail post-paid churn in the quarter”
Churn (total): 1.14% (Q4 2006) — “Continued industry-leading low churn rates (customer turnover) in the fourth quarter; 1.14 percent total churn”
Churn (Retail postpaid): 0.95% (Q3 2006) — “Retail postpaid churn decreased to 0.95% in the third quarter of 2006”
Churn (Domestic Wireless overall): 1.24% (Q3 2006) — “average monthly churn rate decreased to 1.24% in the third quarter of 2006”
Churn (Verizon Wireless retail postpaid): 0.95% (Q3 2006) — “churn among the company's retail postpaid customers — 93 percent of all its customers — was 0.95 percent”
Churn (Verizon Wireless total): 1.24% (Q3 2006) — “For the third quarter 2006, total churn was 1.24 percent”
Churn (FiOS Internet): 1.5% (2Q'06) — “Monthly churn less than 1.5%”
Churn (Verizon retail postpaid): 0.87% (Q2 2006) — “Retail postpaid churn decreased to 0.87% in the second quarter of 2006 and decreased to 0.90% for the six months ended June 30, 2006, compared to 1.01% in the second quarter of 2005”
Churn (Verizon Domestic Wireless): 1.13% (Q2 2006) — “The average monthly churn rate, the rate at which customers disconnect service, decreased to 1.13% in the second quarter of 2006 and decreased to 1.16% for the six months ended June 30, 2006 compared to 1.22% in the second quarter of 2005”
Churn (Verizon retail postpaid): 0.92% (Q1 2006) — “Retail postpaid churn decreased to 0.92% in the first quarter of 2006 compared to 1.11% in the first quarter of 2005.”
Churn (Verizon Domestic Wireless): 1.18% (Q1 2006) — “The average monthly churn rate, the rate at which customers disconnect service, decreased to 1.18% during the first quarter of 2006 compared to 1.33% during the first quarter of 2005.”
Churn: 1.18% (Q1 2006) — “Continued industry record-setting low churn (customer turnover) of 1.18 percent, retail postpaid churn of 0.92 percent”
Churn (Retail postpaid): 1.1% (2005, monthly) — “Retail postpaid churn decreased to 1.1% in 2005 compared to 1.3% in 2004.”
Churn (Domestic Wireless overall): 1.3% (2005, monthly) — “The average monthly churn rate, the rate at which customers disconnect service, decreased to 1.3% in 2005 compared to 1.5% in 2004.”
Churn (Verizon Wireless retail postpaid): 1% (Q4 2005) — “Churn among the company's 47 million retail postpaid customers was even lower — 1.0 percent for the quarter”
Churn (Verizon Wireless total): 1.2% (Q4 2005) — “repeat record-low quarterly churn (customer turnover) of 1.2 percent”
Churn (Domestic Wireless): 1.29% (Q3 2005) — “our average monthly churn rate, the rate at which customers disconnect service, decreased to 1.29% in the third quarter of 2005”
Churn (Wireless retail post-paid): 1.08% (Q3 2005) — “Churn in the retail post-paid segment — a base of 45.7 million customers — was 1.08 percent in the third quarter 2005.”
Churn (Wireless): 1.3% (Q3 2005) — “Total churn rate, a key measure of customer loyalty, was 1.3 percent for the third quarter 2005, down from 1.5 percent in the third quarter 2004.”
Churn (Domestic Wireless): 1.2% (Q2 2005) — “our average monthly churn rate, the rate at which customers disconnect service, decreased to 1.2% in the second quarter of 2005”
Churn (wireless retail post-paid): 1% (Q2 2005, monthly) — “Churn in the retail post-paid segment — a base of 44 million customers — was 1.0 percent”
Churn (wireless total): 1.2% (Q2 2005, monthly) — “record-low churn (customer turnover) of 1.2 percent”
Churn (Domestic Wireless): 1.3% (Q1 2005) — “our average monthly churn rate, the rate at which customers disconnect service, was 1.3% compared to 1.6% in the first quarter of 2004”
Churn (Retail post-pay): 1.11% (Q1 2005) — “Churn among retail post-pay customers was a record 1.11 percent for the first quarter 2005, compared with 1.35 percent for the first quarter 2004”
Churn (Verizon Wireless total): 1.33% (Q1 2005) — “The total churn rate, a key measure of customer loyalty, was 1.33 percent for the first quarter 2005, down from 1.60 percent in the first quarter 2004”
Churn (Domestic Wireless): 1.5% (FY2004) — “The average monthly churn rate, the rate at which customers disconnect service, decreased to 1.5% for 2004, compared to 1.8% for 2003”
Churn (Wireless): 1.5% (FY2004) — “Total churn was 1.43 percent for the fourth quarter and 1.50 percent for the year”
Churn (Wireless): 1.43% (Q4 2004) — “record-low churn (customer turnover) of 1.43 percent”
Churn (retail postpaid): 1.3% (Q3 2004) — “Retail postpaid churn decreased to 1.3% in the third quarter of 2004”
Churn (overall): 1.5% (Q3 2004) — “our average monthly churn rate, the rate at which customers disconnect service, decreased to 1.5% in the third quarter of 2004”
Churn (Wireless): 1.5% (Q3 2004, monthly) — “churn (customer turnover) of 1.5 percent per month”
Churn (retail postpaid): 1.2% (Q2 2004) — “Retail postpaid churn decreased to 1.2% in the second quarter of 2004”
Churn (overall): 1.4% (Q2 2004) — “our average monthly churn rate, the rate at which customers disconnect service, decreased to 1.4% in the second quarter of 2004”
Churn (retail post-pay): 1.2% (Q2 2004) — “Churn among retail post-pay customers...was a record-low 1.2 percent”
Churn (wireless): 1.45% (Q2 2004) — “company record-low churn (customer turnover) of 1.45 percent per month”
Churn (Domestic Wireless): 1.6% (Q1 2004) — “average monthly churn rate, the rate at which customers disconnect service, was 1.6%, compared to 2.1% in the first quarter of 2003”
Churn (retail post-pay): 1.35% (Q1 2004) — “Churn in the retail post-pay segment, which is 91 percent of the company's base, was 1.35 percent”
Churn (Verizon Wireless total): 1.6% (Q1 2004) — “record-low total churn of 1.60 percent for the first quarter 2004”
Churn (Domestic Wireless): 1.8% (FY2003) — “The average monthly churn rate, the rate at which customers disconnect service, decreased to 1.8% for 2003, compared to 2.3% for 2002.”
Churn (Wireless): 1.8% (FY2003, annual) — “The company sustained these customer loyalty levels throughout 2003, with total churn of 1.8 percent for the year”
Churn (Wireless retail post-pay): 1.3% (Q4 2003, monthly) — “Churn in the retail post-pay segment, which is 91 percent of the company's base, was 1.3 percent”
Churn (Wireless): 1.7% (Q4 2003, monthly) — “Retail churn and total churn, which includes wholesale, were 1.7 percent for the quarter”
Churn (postpaid): 1.42% (Q3 2003) — “Postpaid churn decreased to 1.42% in the third quarter 2003...compared to 2.1% in the third quarter of 2002”
Churn: 1.85% (Q3 2003) — “our average monthly churn rate, the rate at which customers disconnect service, decreased to 1.85% in the third quarter 2003...compared to 2.33% in the third quarter of 2002”
Churn (Verizon Wireless retail post-pay): 1.4% (Q3 2003) — “In the retail post-pay segment -- which is more than 90 percent of the company's base -- churn was 1.4 percent for the third quarter.”
Churn (postpaid): 1.4% (Q2 2003) — “Postpaid churn decreased to 1.4% in the second quarter 2003...compared to 2.0% in the second quarter of 2002”
Churn: 1.7% (Q2 2003) — “Retail churn, as well as total churn for both retail and reseller, was 1.7 percent”
Churn: 2.1% (Q1 2003) — “our average monthly churn rate, the rate at which customers disconnect service, was 2.1%, compared to 2.6% in the first quarter of 2002”
Churn (Verizon Wireless retail post-pay): 1.65% (Q1 2003) — “Churn in the retail post-pay segment, which is more than 90 percent of the company's base, was 1.65 percent for the first quarter.”
Churn (retail total including pre-pay): 2.1% (Q4 2002) — “Including post-pay and pre-pay, retail churn was 2.1 percent in the quarter and for the year.”
Churn (retail post-pay): 1.8% (Q4 2002) — “Churn in the retail post-pay segment, which is 91 percent of the company's base, was even lower -- at 1.8 percent for the fourth quarter and the year.”
Churn (Retail wireless): 2% (Q2 2002) — “Retail churn was 2.0 percent, down from 2.2 percent the prior year, and down from 2.3 percent in the first quarter.”
Churn (video subscribers): 2.6% (Q1 2002 (monthly, first quarter)) — “our average monthly churn rate, the rate at which customers disconnect service, was 2.6%, compared to 2.9% in the first quarter of 2001.”
Churn (postpaid retail): 2% (Q1 2002) — “Post-paid retail churn was 2.0 percent, down from 2.2 percent in the first quarter 2001”
Churn (retail): 2.3% (Q1 2002) — “Total retail churn was 2.3 percent for the quarter, down from 2.8 percent in the year-earlier period”
Churn: 2.6% (Q1 2002) — “Total company churn, including both retail and resellers, was 2.6 percent”
Churn (Verizon Wireless): 2.7% (Q4 2001) — “Average monthly total churn was 2.5 percent for the year and 2.7 percent for the quarter, while post-paid retail churn was 2.1 percent for both the quarter and the year.”
Churn: 2.61% (FY 2000) — “Subscriber churn(5).............. 2.30% 2.50% 2.61% 2.55% 2.58%”
Churn: 2.59% (6M ended June 30, 2001) — “Subscriber churn (4)................ 2.59%”
Churn (Verizon Wireless): 2.2% (Q3 2001) — “Total churn decreased to 2.2 percent, down year-over-year and sequentially”
Churn (Verizon Wireless (total including prepaid)): 2.3% (Q2 2001) — “total churn, including pre-paid customers, decreased to 2.3 percent, which is below the industry average”
Churn (Verizon Wireless (contract customers)): 2% (Q2 2001) — “Churn for contract customers decreased from the first quarter to 2.0 percent”
Churn (Verizon Wireless (total including prepaid)): 2.8% (Q1 2001) — “Churn including prepaid customers increased to 2.8 percent from 2.7 percent in fourth quarter 2000”
Churn (Verizon Wireless (contract customers)): 2.3% (Q1 2001) — “Churn for contract customers decreased from fourth quarter 2000 to 2.3 percent, below the industry average”
Churn (Verizon Wireless): 2.7% (Q4 2000) — “Total churn rate, including prepaid 2.7%”
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.