Great Experiences Drive Growth
For broadband providers, financial growth from an improved subscriber experience is within reach. A higher Net Promoter Score (NPS)A simple, powerful measure of subscriber loyalty that shows how likely your customers are to recommend you, and how strongly your experience earns their trust. may correlate with lower customer churnMeasures the rate at which subscribers leave your service over a given period. It's a clear indicator of loyalty where lower churn means more customers are staying with you. and stronger subscriber loyalty. This goes beyond satisfaction; it's about identifying your most at-risk subscribers and understanding the specific actions you can take to keep them.
This tool is designed to model the financial opportunity of making your subscriber experience a strategic priority.
Step 1: Establish a Business Baseline
Start by setting your current NPS below to see the potential impact a change in NPS may have on your business.
If you don't know your NPS, use the industry average of 33 as a baseline.
Annual At-Risk Revenue
The annual revenue currently at risk from dissatisfied subscribers ("Detractors") most likely to churn.
Opportunity from Growth
The additional revenue you could gain from new growth, driven by stronger brand reputation and referrals.
Opportunity from Retention
The additional revenue you could retain by improving subscriber experience and reducing churn.
Step 2: Model Your Financial Opportunity
A higher NPS strengthens both sides of your growth equation. It may reduce churn and can increase subscriber acquisition through positive reputation. The figures below show the potential first-year gains from a lift in retention (saved revenue) and growth (gained revenue).*
Calix Business Insights customers see an average year-over-year increase of 7.5 NPS points.
Visualize the Impact of Improvement
Use the slider below to see how improving your NPS from its current baseline directly reduces churn and increases your Customer Lifetime Value (LTV)The total revenue a subscriber is expected to generate over their entire relationship with your service..
As NPS improves, churn decreases and lifetime value increases.
Lower churn is better
Higher LTV is better
*First-year return is prorated to model the front-loaded value of benefits realized throughout the year (Rule of 78).
How We Can Help
Calix Business Insights has partnered with hundreds of service providers to analyze operational data and uncover opportunities to improve efficiency, strengthen subscriber loyalty, and drive sustainable growth.
1. Track NPS & Experience
We provide a comprehensive analysis of your subscriber loyalty and the quality of your subscriber's experience.
2. Understand Key Drivers
We analyze the data to pinpoint the exact reasons behind your scores—from network latency to customer service interactions.
3. Get Actionable Recommendations
We provide clear, data-backed recommendations your teams can use to improve the subscriber experience and drive your NPS upward.
Take the Next Step
You've seen the potential. Now, let's build the plan to capture it Together.