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 (3)
Simplicity, Verizon One, and our loyalty program are resonating with our customers. Our loyalty program enrollment is scaling quickly across our base, and the customer feedback data, whether it be net promoter score, overall customer satisfaction, or first call resolution, is moving in the right direction on every dimension we track.
Verizon's loyalty program enrollment is scaling quickly, with customer feedback tracked through Net Promoter Score and other metrics.
Verizon Wireless ranked second in enterprise customer satisfaction with a score of 748.
Retention over time
Retention figures Verizon Communications Inc. has published, by date. Where several business units report, the one reported most often is shown.
Churn (per period, as reported)
Retention disclosures (34)
Verizon improved postpaid phone churn by four basis points to 94 basis points, with consumer churn also declining.
Verizon reported Q3 postpaid phone churn of 0.94%, down 4 basis points, and consumer churn of 0.87%.
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 … ”
Churn (Wireless retail postpaid phone): 0.92% (FY2025) — “Wireless retail postpaid phone … ”
Churn (Wireless retail postpaid): 1.15% (FY2025) — “Wireless retail postpaid … ”
Churn (Wireless retail core prepaid): 1.02% (Q4 2025, monthly) — “Wireless retail core prepaid … ”
Churn (Wireless retail postpaid phone): 0.95% (Q4 2025, monthly) — “Wireless retail postpaid phone 0.95 % 0.88 %”
Churn (Converged (fiber + mobility)): 0.4% (Q4 2025) — “when we bundle together, we see a 40% reduction in churn versus stand-alone mobility.”
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 (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”
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.”
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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.