They are getting more new customers (edit: others have pointed out it also includes increased revenue from existing customers), thanks primarily to personal recommendations (word of mouth), than they are losing customers.
Except that this rewritten version is not correct!
They aren’t necessarily getting more new customers than old customers cancelling, but the combination of revenue from new customers and added revenue from upgrades from existing customers is more than the revenue lost from customers who cancel.
Which, btw, is exactly what they say, using standard industry terms, and it’s not ambiguous. It just wasn’t written for you, that’s all.
