AT&T Inc.
att.com ↗In their words
“They're increasingly choosing what we believe to be the best combined fixed to mobile Internet service in the market. When our customers choose AT&T for their wireless and Internet connectivity, they consistently express stronger brand love, higher Net Promoter Scores and ultimately stay with us longer.”
“The power of our converged offers is evident across our business. In areas where we offer converged services, we rank number one in brand love and number one in Net Promoter Score with consumers and small businesses in both wireline and wireless. And Internet connectivity.”
“AT&T reports improved Net Promoter Score following deployment of Google Cloud's Gemini Enterprise, alongside $150 million in annual savings.”
NPS disclosures (7)
AT&T reports improved Net Promoter Score following deployment of Google Cloud's Gemini Enterprise, alongside $150 million in annual savings.
AT&T reports customer satisfaction and net promoter scores periodically to reflect subscriber perception of services.
AT&T noted that customers with better internet connectivity express stronger brand love, higher Net Promoter Scores, and longer customer tenure.
They're increasingly choosing what we believe to be the best combined fixed to mobile Internet service in the market. When our customers choose AT&T for their wireless and Internet connectivity, they consistently express stronger brand love, higher Net Promoter Scores and ultimately stay with us longer.
Bring the AT&T Guarantee to life; driving teamwork, customer centricity, culture evolution, and engaged employees. • AT&T’s brand health is improving versus our competitors as reflected in Brand Love and Net Promoter Score (NPS) metrics. • Brand Love for AT&T has improved across every segment and every product.
AT&T's customer experience initiative improved brand perception and net promoter scores, even among customers experiencing service disruptions.
The power of our converged offers is evident across our business. In areas where we offer converged services, we rank number one in brand love and number one in Net Promoter Score with consumers and small businesses in both wireline and wireless. And Internet connectivity.
Retention over time
Retention figures AT&T Inc. has published, by date. Where several business units report, the one reported most often is shown.
Churn (per period, as reported)
Retention disclosures (17)
Churn (prepaid phone): 2.3% (Q2 2026) — “Prepaid phone churn...2.30%...Q2 2026...2.43% Q2 2025”
Churn (phone): 1.12% (Q2 2026) — “Phone churn...1.12%...Q2 2026...1.17% Q2 2025”
Churn (postpaid phone): 0.86% (Q2 2026) — “Postpaid phone churn...0.86%...Q2 2026...0.87% Q2 2025”
AT&T fee hike creates pressure on customer retention as high wireless prices threaten loyalty.
AT&T launches simplified fiber plans designed to boost customer retention.
AT&T's convergence strategy of bundling wireless and broadband is boosting customer retention and cutting churn.
Churn (Prepaid phone): 2.62% (Q1 2026, monthly) — “Prepaid phone churn … ”
Churn (Postpaid phone): 0.89% (Q1 2026, monthly) — “Postpaid phone churn … ”
Churn (Phone): 1.2% (Q1 2026, monthly) — “Phone churn … ”
AT&T launches single billing initiative to enhance customer satisfaction and retention.
AT&T developed an AI-powered application intended to reduce expenses and customer turnover.
Churn (Postpaid Phone): 0.9% (FY2025) — “Postpaid Phone Churn … ”
Churn (Postpaid): 1.05% (FY2025) — “Postpaid Churn … ”
Churn (Postpaid): 1.03% (9M 2025) — “Postpaid Churn … BP”
Churn (Postpaid Phone-Only): 0.92% (Q3 2025) — “Postpaid Phone-Only Churn … BP”
Churn (Postpaid): 1.07% (Q3 2025) — “Postpaid Churn … BP”
AT&T reports strong subscriber growth but faces potential customer retention challenges despite new customer acquisition success.
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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.