DOCOMO Averages 0.45% Churn Rate for 3 Quarters

DOCOMO maintained an average quarterly churn rate of just 0.45% over the first three quarters of the current fiscal year (Apr.–Dec. 2009). The rate compares very favorably with the company's past performance, as well as about 1.91% (calculated by DOCOMO) among major U.S. carriers in Jan.–Sep. 2009. The low churn rates were achieved even though some six million customers saw their two-year subscriptions reach maturity during the second and third quarters. A number of successful initiatives enabled DOCOMO to maintain customer loyalty, including visiting customers within 48 hours of request to confirm wireless signal conditions, free mobile phone check-ups, attractive after-sales services such as optional free battery packs, and more competitive billing thanks to a fl at-rate data service with an entry fee of 390 yen (about US$4.30).

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