Virgin Media
In their words
“Gross disconnections fell year-over-year for the seventh quarter in a row resulting in lower monthly churn down from 1.4% to 1.3%.”
“Monthly churn rate for a quad-play customer is less than 0.7% compared to around 0.9% for a triple-play”
“Average monthly on-net cable customer churn improved to 1.2% for the three months ended December 31, 2008, from an average monthly churn of 1.4% for the same period in 2007”
NPS disclosures (9)
Virgin Media's Net Promoter Scores indicated that over 65% of surveyed recruitment candidates are not promoters.
Blended NPS Net Promoter Score, or NPS, measures customer loyalty and satisfaction. The Blended NPS metric is weighted 20% of the scorecard and is based on Transactional NPS and Relationship NPS.
The performance metrics for the named executive officers measure: (i) OCF meaning operating income before depreciation, amortization, goodwill, other intangible asset impairments and restructuring and other charges and certain investments in mobile…
The performance metrics for the named executive officers measure: (i) OCF meaning operating income before depreciation, amortization, goodwill, other intangible asset impairments and restructuring and other charges and certain investments in mobile…
The focus on generating customer virgin media advocacy through the use of Net Promoter Score, or NPS, has also been retained for the 2012 annual bonus plan, as the Committee believe that a best in class customer service and customer experience…
…as operating income before depreciation, amortization, goodwill and other intangible asset impairments and restructuring and other charges), Group Gross Margin and Relationship Net Promoter ® Score (“NPS”) at the beginning of 2010.
…expenditures, (xviii) return on assets, (xix) total shareholder return or (xx) gross margin, (xxi) number of customers and/or products, (xxii) revenue per customer and/or product, (xxiii) net promoter score or (xxiv) any combination of the foregoing.
Net Promoter Score® (10%); reduction in Combined Average Fault Rate (10%); and reduction in Opex (10%). These metrics are further described below: •
…• customer service measures, including fault rates, customer advocacy, customer satisfaction and net promoter measures; • average revenue per customer ("ARPU"), or average contribution per customer ("ACPU"); and •
Retention disclosures (15)
Virgin Media employs a customer-retention team to manage subscriber loyalty and service retention.
Churn (Cable): 1.3% (Q2 2013) — “Gross disconnections fell year-over-year for the seventh quarter in a row resulting in lower monthly churn down from 1.4% to 1.3%.”
Churn (quad-play customers): 0.7% (Q2 2009) — “Monthly churn rate for a quad-play customer is less than 0.7% compared to around 0.9% for a triple-play”
Churn (on-net): 1.3% (Q2 2009) — “On-net churn maintained at low level of 1.3% (Q2-08: 1.3%)”
Churn (on-net cable): 1.2% (Q4 2008) — “average monthly on-net cable customer churn improved to 1.2% for the three months ended December 31, 2008, from an average monthly churn of 1.4% for the same period in 2007”
Churn (Cable): 1.5% (Q3 2008 (three months ended September 30, 2008), monthly) — “Customer churn fell during recent periods, particularly in the three months ended March 31, 2008, June 30, 2008 and September 30, 2008 during which our average monthly churn was 1.2%, 1.3% and 1.5%, respectively”
Churn (Cable): 1.3% (Q2 2008 (monthly average)) — “Cable churn( … ... three months ended June 30, 2008”
Churn (Cable): 1.2% (Q1 2008, monthly) — “Cable churn(1) 1.2 %”
Churn: 1.7% (Q2 2007) — “Churn( … ”
Churn (cable): 1.6% (Q2 2007) — “Closing customers … Churn( … ”
Churn (residential cable customers): 1.8% (Q3 2006) — “Churn( … [Q3 2006 vs Q2 2006]”
Churn: 1.5% (Q2 2006) — “Churn(3) 1.5 % for the three months ended June 30, 2006 compared to 1.4 % prior quarter”
Churn: 1.3% (Q1 2006) — “Churn(3) 1.3 % for the three months ended March 31, 2006”
Churn (residential): 11.6% (Q1 2004) — “Average household churn … ”
Churn (residential): 14.2% (FY2003) — “Average household churn … ”
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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.