Charter Communications
charter.com ↗In their words
“Internet customers that also purchase our mobile product churn nearly 40% less than Internet customers who don't have mobile.”
“Customer churn for expanded basic customers for activate is 1/3 lower, and it is meaningfully lower across all customer tenure.”
“At Charter, we've already made the investment in the service infrastructure, our employees and capabilities, and we'll turn that into -- that investment into a better service reputation. Changing perception takes time, but the organization is increasingly focused on customer satisfaction, and we're incentivized around NPS.”
NPS disclosures (6)
Charter executive brings record of improving net promoter scores.
Charter Communications indicated opportunities to improve its Net Promoter Score and service reputation.
At Charter, we've already made the investment in the service infrastructure, our employees and capabilities, and we'll turn that into -- that investment into a better service reputation. Changing perception takes time, but the organization is increasingly focused on customer satisfaction, and we're incentivized around NPS.
Our customer focus is not just cultural, it's also core to our incentives. Beyond the obvious share price incentives, NPS scores and other service-related metrics now drive a meaningful part of our overall annual incentive structure.
Charter's customer Net Promoter Score improved by 60 points during COO Nick Jeffery's leadership.
That's across sales, call center services, field operations, and the network itself. In 2026, for the first time, granule incentives will include net promoter scores. We have competitive advantage with our service capabilities, and we're gonna make sure we earn credit the reputation that reflects that significant investment from our customers one by one.
Retention disclosures (7)
Spectrum employs broader retention strategy including free Amazon Prime, faster installation, and Wi-Fi backup to stem customer losses.
Charter Communications lost 172,000 internet customers in Q2 2026, highlighting ongoing customer retention challenges.
Churn (Internet customers with mobile vs without): 40% (Q2 2026) — “Internet customers that also purchase our mobile product churn nearly 40% less than Internet customers who don't have mobile.”
Spectrum suffers heavy customer losses with 12,600 net residential broadband customer losses sequentially, indicating continued retention challenges.
Charter's Q1 results show narrowed customer losses as the cable subscription model shifts toward defensive retention strategies.
Churn (expanded basic video customers with activated apps): 33% (Q1 2026) — “Customer churn for expanded basic customers for activate is 1/3 lower, and it is meaningfully lower across all customer tenure.”
Spectrum addresses customer attrition problem, loses cable and internet customers despite retention initiatives.
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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.