Altice USA
alticeusa.com ↗In their words
“New tiers are demonstrating upwards of 20% churn improvement within video compared to legacy packages”
“Annualized mobile churn improved by over 700 basis points”
“Annualized churn improved by approximately 900 basis points”
NPS disclosures (7)
Importantly, these efficiency gains have strengthened our cost structure without compromising the customer experience as reflected in our transactional Net Promoter Score, which has remained at a 2-year high.
Importantly, these efficiency gains have strengthened our cost structure without compromising the customer experience as reflected in our transactional Net Promoter Score, which has remained at a 2-year high.
Our seven-day customer care repeat rate reached its lowest levels ever in Q4. And we ended the year with a Net Promoter Score 11 points higher than when we started the year. We further improved efficiency through the divestment of noncore assets, including the i24 News business in December and the sale of our towers business earlier in the year.
Our seven-day customer care repeat rate reached its lowest levels ever in Q4. And we ended the year with a Net Promoter Score 11 points higher than when we started the year. We further improved efficiency through the divestment of noncore assets, including the i24 News business in December and the sale of our towers business earlier in the year.
Optimum's chief customer experience officer reports the company has improved its net promoter scores over a 40-point threshold through frontline pain-point analysis.
…(6) Service visit rate refers to the number of unique customers requiring a service visit, as a percent of total customer base, annualized. (7) Relationship Net Promoter Score (rNPS) measures a customer's overall loyalty and satisfaction with a company and gauges how likely a customer is to recommend the company.
So far, the results have been fewer customer touch points, faster resolutions and better experiences. And finally, our customer satisfaction continues to improve with the relationship NPS up 6 points in the last year and up 17 points over the past 3 years, reflecting ongoing enhancements to network performance and overall customer experience.
Retention disclosures (4)
Optimum is implementing data-driven customer retention efforts as mobile revenue surges 40%.
Churn (video (new tiered packages vs legacy)): 20% (Q1 2026) — “new tiers are demonstrating upwards of 20% churn improvement within video compared to legacy packages”
Churn (mobile): 7% (Q4 2025) — “annualized mobile churn improved by over 700 basis points”
Churn (mobile): 9% (Q3 2025) — “Annualized churn improved by approximately 900 basis points”
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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.