NPS Intelligence (beta)

…Customer Satisfaction (NPS) measures customer satisfaction within our VCP segment based on a satisfaction score that is weighted by revenue, reflecting the Company's focus on improving customer experience.

There were three metrics applicable to all participants in the 2020 bonus program: Business Service Revenue, Net Promoter Score, and Consolidated Adjusted EBITDA ("AEBITDA") less Capex and Transformation.

Churn (Consumer): 1.6% (Q1 2022) — “Customer churn 1.6 % 1.9 %”

Churn (Consumer): 1.4% (FY2021) — “Customer churn decreased to 1.4% for 2021 from 1.7% for 2020.”

Churn (Vonage Communications Platform): 0.6% (FY2021) — “Vonage Communications Platform revenue churn decreased from 1.1% for 2020 and to 0.6% for 2021.”

Churn (VCP (Vonage Communication Platform)): 0.6% (Q3 2021) — “VCP revenue churn was 0.6% in the third quarter and improvement of 60 basis points from a year ago”

Churn (Vonage Communications Platform): 0.6% (Q3 2021) — “Vonage Communications Platform service revenue churn 0.6% for the three months ended September 30, 2021”

Net revenue retention (VCP): 125% (Q2 2021) — “the DBNE at 125%, I think it's we want to run that DBNE in that 120% to 130%, 135% range”

Churn (VCP (Vonage Communication Platform)): 1% (Q2 2021) — “VCP revenue churn was 1% in the second quarter, basically flat from a year ago”

Churn (Consumer): 1.5% (Q2 2021) — “Customer churn was flat at 1.5% for the three months ended June 30, 2021 and 2020, respectively.”

Churn (Vonage Communications Platform): 0.7% (H1 2021) — “Vonage Communications Platform revenue churn decreased from 0.9% for the six months ended June 30, 2020 to 0.7%. for the six months ended June 30, 2021.”

Churn (Vonage Communications Platform): 1% (Q2 2021) — “Vonage Communications Platform revenue churn increased from 0.9% for the three months ended June 30, 2020 to 1.0% for the three months ended June 30, 2021.”

Churn (Consumer): 1.9% (Q1 2021) — “Customer churn increased to 1.9% for the three months ended March 31, 2021 from 1.8% for the three months ended March 31, 2020”

Churn (Vonage Communications Platform): 0.5% (Q1 2021) — “Vonage Communications Platform service revenue churn...decreased from 0.8% for the three months ended March 31, 2020 to 0.5% for the three months ended March 31, 2021.”

Churn (Consumer): 1.7% (FY2020) — “Customer churn decreased to 1.7% for 2020 from 1.8% for 2019”

Churn (Vonage Communications Platform): 1.1% (FY2020) — “Vonage Communications Platform revenue churn 1.1% 1.1% 1.1%”

Churn (Consumer): 1.7% (Q4 2020) — “Churn of 1.7% was stable compared to the prior year quarter and down 10 basis points sequentially”

Churn (VCP (Vonage Communication Platform)): 1.3% (Q4 2020) — “VCP revenue churn was 1.3% in the fourth quarter. Churn within UC and CC was at record lows”

Churn (Consumer): 1.7% (9M 2020) — “Customer churn decreased from 1.8% for the nine months ended September 30, 2019 to 1.7% for the nine months ended September 30, 2020.”

Churn (Vonage Communications Platform): 1% (9M 2020) — “Vonage Communications Platform revenue churn decreased from 1.1% for the nine months ended September 30, 2019 to 1.0% for the nine months ended September 30, 2020.”

Churn (Vonage Communications Platform): 1.2% (Q3 2020) — “Vonage Communications Platform revenue churn increased from 1.0% for the three months ended September 30, 2019 to 1.2% for the three months ended September 30, 2020.”

Churn (Consumer): 1.5% (Q2 2020) — “Churn of 1.5% was down from 1.7% in the prior year”

Churn (Business): 0.9% (Q2 2020) — “Vonage business segment revenue churn was 0.9%, down versus 1% in the year ago quarter”

Churn (Consumer): 1.6% (6M 2020) — “Customer churn decreased from 1.8% for the six months ended June 30, 2019 to 1.6% for the six months ended June 30, 2020.”

Churn (Consumer): 1.5% (Q2 2020) — “Customer churn decreased from 1.7% for the three months ended June 30, 2019 to 1.5% for the three months ended June 30, 2020.”

Churn (Business): 0.9% (Q2 2020) — “Business revenue churn decreased from 1.0% for the three months ended June 30, 2019 to 0.9% for the three months ended June 30, 2020.”

Churn (Business): 0.8% (Q1 2020) — “Business revenue churn decreased from 1.2% for the three months ended March 31, 2019 to 0.8% for the three months ended March 31, 2020.”

Vonage launches new Verify API capabilities supporting customer retention and brand equity.

Churn (Consumer): 1.8% (FY2019) — “Customer churn was flat at 1.8% for 2019 and for 2018.”

Churn (Business): 1.1% (FY2019) — “Business revenue churn was flat at 1.1% for 2018 and 2019.”

Churn (Consumer): 1.7% (Q4 2019) — “4Q consumer customer churn was 1.7% and ARPU was $27.57, both consistent with prior periods.”

Churn (Business revenue churn): 1.2% (Q4 2019) — “Vonage business segment revenue churn was 1.2% as planned when we guided 4Q, up from 1.1%.”

Churn (Consumer): 1.7% (Q2 2019) — “Customer churn remained at 1.7% for the three months ended June 30, 2018 and 2019”

Churn (Business): 1% (Q2 2019) — “Business revenue churn decreased from 1.2% for the three and six months ended June 30, 2018 to 1.0%”

Churn (Consumer): 1.9% (Q1 2019) — “Customer churn 1.9 % 1.9 % for Q1 2019 vs Q1 2018”

Churn (Business): 1.2% (Q1 2019) — “Business revenue churn 1.2 % 1.2 % for Q1 2019 vs Q1 2018”

Churn (Consumer (customer churn)): 1.8% (FY2018) — “Customer churn decreased to 1.8% for 2018 from 2.0% for 2017”

Churn (Business (revenue churn)): 1.1% (FY2018) — “Business revenue churn decreased slightly from 1.2% in 2017 to 1.1% in 2018”

Churn (Consumer): 1.8% (Q4 2018) — “Consumer customer churn for the fourth quarter was 1.8%, down from 1.9%.”

Churn (Business revenue churn): 1.1% (Q4 2018) — “Vonage Business revenue churn was 1.1%, down from 1.2% in Q4 '17 and revenue per customer was up 20% to $392”

Churn (Consumer): 1.8% (Q4 2018) — “Customer churn was 1.8%, down from 1.9% in the year-ago quarter”

Churn (Business): 1.1% (Q4 2018) — “Business Revenue Churn was 1.1%, improving from 1.2% in the year-ago quarter”

Churn (Consumer): 1.8% (Q3 2018) — “Consumer customer churn was 1.8%, down from 1.9.”

Churn (Business revenue churn): 1.1% (Q3 2018) — “Third quarter business revenue churn declined to 1.1% driven by significantly lower churn on our cloud architected VBC platform.”

Churn (Business): 1.1% (Q3 2018) — “Business Revenue Churn was 1.1%, improving from 1.2% in the year-ago quarter.”

Churn (Consumer): 1.7% (Q2 2018) — “Consumer customer churn was 1.7% down, from 1.9% a year ago and sequentially, marking record low churn.”

Churn (Consumer): 1.8% (six months ended June 30, 2018) — “Customer churn decreased from 2.0% for the six months ended June 30, 2017 to 1.8% for the six months ended June 30, 2018”

Churn (Consumer): 1.9% (Q1 2018) — “Consumer customer churns 1.9% down from 2.2% a year ago in the fourth straight quarter of this record low churn.”

Churn (Business revenue churn): 1.2% (Q1 2018) — “First quarter business revenue churn was 1.2% flat year-over-year.”

Churn (UCaaS): 1.3% (Q1 2018) — “UCaaS revenue churn decreased from 1.4% for the three months ended March 31, 2017 to 1.3% for the three months ended March 31, 2018.”

Churn (Business): 1.2% (Q1 2018) — “Business revenue churn remained flat at 1.2% for the three months ended March 31, 2018 and 2017.”

Churn (Consumer): 2% (FY2017) — “Customer churn decreased to 2.0% for 2017 from 2.2% for 2016”

Churn (Business): 1.3% (FY2017) — “Revenue churn decreased from 1.4% for the year ended 2016 to 1.3% for the year ended 2017”

Churn (consumer): 1.9% (Q4 2017) — “consumer customer churn for the fourth quarter was 1.9%, consistent with the prior quarter and down materially from 2.2% in the year-ago quarter.”

Churn (Consumer): 1.9% (Q4 2017) — “Consumer customer churn was 1.9%, flat sequentially and down from 2.2% in the year ago quarter”

Churn (UCaaS): 1.2% (Q4 2017) — “UCaaS revenue churn was 1.2% in the fourth quarter of 2017, flat sequentially and down from 1.4% the prior year”

Churn (UCaaS): 1.2% (Q3 2017) — “UCaaS churn rate improving to 1.2% in the quarter, which is a 20 basis point improvement sequentially.”

Churn (Business (UCaaS)): 1.2% (Q3 2017) — “Revenue churn was 1.4% for the three and nine months ended September 30, 2016, respectively, and 1.2% and 1.3% for the three and nine months ended September 30, 2017, respectively.”

Churn (consumer): 1.9% (Q2 2017) — “Q2 churn was 1.9%, the lowest reported churn in our history.”

Churn (Consumer): 1.9% (Q2 2017) — “Customer churn decreased to 1.9% for the three months ended June 30, 2017 from 2.1% for the three months ended June 30, 2016.”

Churn (Business (UCaaS)): 1.4% (H1 2017) — “Revenue churn was 1.4% for each of the three and six months ended June 30, 2017 and June 30, 2016.”

Churn (Business): 1.4% (Q1 2017) — “Revenue churn was 1.4% for the three months ended March 31, 2017”

Churn (Consumer): 2.2% (FY2016) — “Customer churn decreased to 2.2% for 2016 from 2.3% for 2015. The decrease was due primarily to our decision to maximize customer value by focusing marketing spend on higher return channels.”

Churn (Business UCaaS): 1.4% (FY2016) — “Revenue churn increased from 1.2% for the year ended 2015 to 1.4% for the year ended 2016. Revenue churn is calculated by dividing monthly recurring revenue from customers that have terminated.”

Churn (Vonage Business): 1.4% (Q4 2016) — “Revenue churn was 1.4%, flat sequentially and up from 1.1% in the year ago quarter.”

Churn (consumer): 2.2% (Q4 2016) — “For the full-year of 2016, churn was 2.2%, which is in historic low.”

Churn (consumer): 2.2% (Q3 2016) — “With respect to customer churn, we remain at near historic lows of 2.2%.”

Churn (Business (revenue churn)): 1.4% (H1 2016 (six months)) — “Revenue churn was flat at 1.4% for the six months ended June 30, 2016 and for the six months ended June 30, 2015.”

Churn (Consumer): 2.2% (H1 2016 (six months)) — “Customer churn decreased to 2.2% for the six months ended June 30, 2016 from 2.3% for the six months ended June 30, 2015.”

Churn (Vonage Business): 1.4% (Q2 2016) — “Revenue churn for Vonage business was 1.4%, up from 1.3% year-over-year and sequentially.”

Churn (consumer): 2.1% (Q2 2016) — “Customer account churn for the quarter was 2.1%, our best consumer services churn in any quarter in 10 years.”

Churn (Business (Vonage Business)): 1.3% (Q1 2016) — “Revenue churn in Vonage business was 1.3%, down year over year and up sequentially.”

Churn (Consumer services): 2.2% (Q1 2016) — “Consumer services account churn for the quarter was 2.2%, our best first quarter churn in 10 years.”

Retention rate (Tier-1 customers (Nexmo)): 99.9% (Q1 2016) — “Nexmo's Tier-1 customer retention is 99.9%.”

Churn (consumer): 2.2% (Q1 2016) — “Customer churn was 2.2% for the three months ended March 31, 2016 and the three months ended December 31, 2015, compared to 2.4% for the three months ended March 31, 2015.”

Churn (business): 1.3% (Q1 2016) — “Revenue churn was 1.3% for the three months ended March 31, 2016”

Churn (business): 1.2% (FY2015) — “Revenue churn was flat at 1.2% for the year ended 2015 and 2014.”

Churn (consumer): 2.3% (FY2015) — “Customer churn decreased to 2.3% for 2015 from 2.6% for 2014.”

Churn (Business): 1.3% (Q3 2015 (three months ended September 30, 2015)) — “Revenue churn 1.3 % 1.3 % 1.2 % 1.1 % for three months and nine months ended September 30, 2015 vs 2014”

Churn (Consumer): 2.3% (Q3 2015 (three months ended September 30, 2015)) — “Customer churn (1) 2.3 % 2.6 % 2.3 % 2.6 % for three months and nine months ended September 30, 2015 vs 2014”

Churn (business): 1.3% (Q2 2015) — “Revenue churn was 1.3% for the three months ended June 30, 2015, compared to 1.4% for Q1 2015”

Churn (consumer): 2.2% (Q2 2015) — “Customer churn was 2.2% for the three months ended June 30, 2015, compared to 2.4% for March 31, 2015”

Churn (business): 2.2% (Q1 2015) — “Customer churn was 2.2% for the three months ended March 31, 2015, compared to 1.6% for the same period in 2014”

Churn (consumer): 2.4% (Q1 2015) — “Customer churn (1) 2.4% [for three months ended March 31, 2015], compared to 2.6% in same period 2014”

Churn: 2.6% (FY2014) — “average monthly customer churn, was 2.6% for the year ended December 31, 2014”

Churn: 2.7% (Q3 2014) — “Average monthly customer churn 2.7 % 2.6 %”

Churn (Vonage Business Solutions): 1.6% (Q1 2014) — “Churn at VBS declined sequentially to 1.6% from 1.8%”

Churn (customer): 2.6% (Q1 2014) — “Average monthly customer churn was 2.6% for the three months ended March 31, 2014 compared to 2.5% for the three months ended March 31, 2013”

Churn: 2.5% (FY2013) — “Our rate of customer terminations for our broadband telephone replacement services, or average monthly customer churn, was 2.5% for the year ended December 31, 2013.”

Churn: 2.6% (Q3 2013) — “Average monthly customer churn was 2.6% for the three months ended September 30, 2013 compared to 2.5% for the three months ended September 30, 2012”

Churn: 2.4% (Q2 2013) — “lower churn, which was 2.4% at June 30, 2013...Our average monthly customer churn decreased from 2.5%...to 2.4% for the three months ended June 30, 2013”

Churn: 2.5% (Q1 2013) — “lower churn, which was 2.5% at March 31, 2013...Average monthly customer churn decreased from 2.8% for the three months ended March 31, 2012 to 2.5%”

Churn (Overall): 2.5% (Q4 2012) — “Our average monthly customer churn declined year over year from 2.7% for the three months ended December 31, 2011 to 2.5% for the three months ended December 31, 2012.”

Churn (Overall): 2.6% (FY2012) — “Average monthly customer churn for a particular period is calculated by dividing the number of customers that terminated during that period by the simple average number of customers during the period...”

Churn: 2.5% (Q2 2012) — “Average monthly customer churn remained the same at 2.5% for the three months ended June 30, 2012 and June 30, 2011”

Churn: 2.8% (Q1 2012) — “Average monthly customer churn increased to 2.8% for the three months ended March 31, 2012 compared to 2.5%”

Churn (broadband telephone replacement services): 2.6% (FY2011) — “Our rate of customer terminations for our broadband telephone replacement services, or average monthly customer churn, was 2.6% for the year ended December 31, 2011...increased from 2.4% in 2010 to 2.6% in 2011.”

Churn: 2.7% (Q3 2011) — “Average monthly customer churn 2.7 % 2.4 % 2.6 % 2.5 %”

Churn: 2.5% (Q1 2011) — “Average monthly customer churn 2.5% for three months ended March 31, 2011 compared to 2.6% for 2010”

Churn: 2.4% (FY2010) — “Average monthly customer churn was 2.4% for the year ended December 31, 2010. We stabilized our customer base, reducing monthly churn from 3.1% to 2.4% from 2009 to 2010”

Churn: 2.4% (Q3 2010) — “Average monthly customer churn for a particular period is calculated by dividing the number of customers that terminated during that period...Our average monthly customer churn was 2.4% and 3.4% for the three months ended September 30, 2010 and 2009, respectively.”

Churn: 2.3% (Q2 2010) — “Average monthly customer churn 2.3% ... reduction in churn is due to initiatives”

Churn: 2.6% (Q1 2010) — “Average monthly customer churn 2.6% ... reduction in churn is due to initiatives”

Churn: 3.1% (FY2009) — “Our rate of customer terminations, or average monthly customer churn, was 3.1% for the year ended December 31, 2009”

Churn: 3.4% (Q3 2009) — “Average monthly customer churn was 3.4% and 3.0% for the three months ended September 30, 2009 and 2008, respectively.”

Churn: 3.2% (Q2 2009) — “Average monthly customer churn was 3.2% and 3.0% for the three months ended June 30, 2009 and 2008, respectively.”

Churn: 3.1% (FY2008) — “Our rate of customer terminations, or average monthly customer churn, was 3.1% for the year ended December 31, 2008”

Churn: 3.3% (Q1 2008 (three months ended March 31, 2008), monthly) — “Our average monthly customer churn was 3.3% for the three months ended March 2008 compared to 2.4% for the three months ended March 31, 2007”

Churn: 2.5% (Q2 2007, monthly) — “For the three months ended June 30, 2007, we experienced average monthly customer churn of 2.5% compared to 2.3% for the three months ended June 30, 2006.”

Churn: 3% (Q4 2007) — “In the fourth quarter of 2007, our average monthly customer churn was 3.0%”

Churn: 2.8% (2007) — “average monthly customer churn, increased to 2.8% for the year ended December 31, 2007 from 2.5% for 2006”

Churn: 3% (Q3 2007) — “For the three months ended September 30, 2007, we experienced average monthly customer churn of 3.0% compared to 2.6% for the three months ended September 30, 2006.”

Churn: 2.4% (Q1 2007) — “For the three months ended March 31, 2007, we experienced average monthly customer churn of 2.4% compared to 2.1% for the three months ended March 31, 2006”

Churn: 2.5% (FY2006) — “In 2006, our average monthly customer churn increased to 2.5%, from 2.0% in 2005”

Churn: 2.6% (Q3 2006 (3 months ended September 30, 2006)) — “Average monthly customer churn. For the three months ended September 30, 2006, we experienced average monthly customer churn of 2.6% compared to 2.3% for the three months ended September 30, 2005.”

Churn: 2.3% (Q2 2006) — “Average monthly customer churn of 2.3% compared to 2.1% for the three months ended June 30, 2005”

Churn: 2.05% (FY2005) — “Average monthly customer churn was 2.05% for 2005. During 2005, approximately 171,000 of our customers terminated.”

Churn: 2.11% (9M 2005) — “During the nine months ended September 30, 2005, we experienced average monthly customer churn of 2.11%”