T-Mobile
t-mobile.com ↗In their words
“Postpaid phone churn of 0.85, so down year-over-year significantly”
“Our strategy is driven by widening differentiation, providing customers with the best network, best value and best experience, all at the same place so that they don't need to make trade-offs anymore. We made strong progress on this strategy this quarter and nothing demonstrates this more succinctly than our NPS score.”
“In Q4, when you're talking about elevated, I think we went up 10 bps”
Disclosed NPS over time
Every Net Promoter Score T-Mobile has published, by date.
NPS disclosures (22)
T-Mobile ranks highest in the large enterprise segment with a customer satisfaction score of 768.
T-Mobile announced a record wireless Net Promoter Score of 46 in Q2.
T-Mobile reported a Net Promoter Score of 46 while maintaining capital expenditures at approximately $10.0 billion for full-year 2026.
T-Mobile makes major AI push inside its network to improve customer retention and reduce service disruptions.
T-Mobile US achieved a record Net Promoter Score of 46 in Q2 FY26.
T-Mobile reported a Net Promoter Score of 46, the highest among the big three U.S. carriers.
T-Mobile's national PCMag Mobile Network Index score of 6.84 ranks highest in customer satisfaction among major carriers.
T-Mobile scores 4.20 out of 5 for customer satisfaction, the highest among 5G internet providers according to CNET.
T-Mobile US achieved a record Net Promoter Score of 46 in Q2 2026.
T-Mobile achieved a record wireless Net Promoter Score, improving customer experience.
T-Mobile ranked highest in customer satisfaction among the nation's three major wireless carriers.
T-Mobile's industry-leading Net Promoter Score of 45 has driven growth in postpaid households and attracted recent switchers.
Adjusted Free Cash Flow (2) of $4.8 billion grew 4% year-over-year Extending Overall Network Lead with Best Assets, Customer Centricity and Technology Leadership • T-Mobile achieved a record wireless NPS score of 46, the highest-ever NPS for a big three carrier, according to HarrisX survey data (3) •
T-Mobile reports record wireless Net Promoter Score in quarterly earnings beat.
T-Mobile US reported an NPS of 45, more than 20% higher than its closest competitor.
T-Mobile US reported an NPS of 45, showcasing differentiation in the telecom market.
T-Mobile's Net Promoter Score of 45 reflects strong customer satisfaction, with AI-driven network enhancements designed to protect this performance.
T-Mobile's Net Promoter Score is 20% higher than AT&T and Verizon, marking record-high performance in Q1 2026.
T-Mobile executives tout industry-leading net promoter score and financial growth during Q1 2026 earnings call.
Our strategy is driven by widening differentiation, providing customers with the best network, best value and best experience, all at the same place so that they don't need to make trade-offs anymore. We made strong progress on this strategy this quarter and nothing demonstrates this more succinctly than our NPS score.
T-Mobile manages NPS competitive to and above top-tier tech and entertainment brands in customer loyalty.
All of this is best represented by customer NPS scores, where T-Mobile enjoys a more than 20% advantage over its closest competitor. • Unparalleled growth opportunities – T-Mobile’s network leadership and digital and AI transformation continue to unlock durable, profitable growth across wireless, business, and broadband, positioning the company to lead the industry in growth.
Retention disclosures (11)
T-Mobile is pulling out all the stops to retain its most valued customers with enhanced retention offers.
T-Mobile uses AI to improve network investment, customer experience and retention.
Churn (postpaid phone): 0.85% (Q2 2026) — “postpaid phone churn of 0.85, so down year-over-year significantly”
T-Mobile removes a Costco perk restriction as the company faces pressure to improve customer retention.
T-Mobile's postpaid phone churn rose to 0.93% in 2025 from 0.86% in 2024, reflecting increased customer losses.
T-Mobile faces customer defection as it raises fees again; phone customers are cancelling service following multiple price increases.
T-Mobile revamped its Tuesdays loyalty programme as part of renewed efforts to improve customer retention and valuation.
T-Mobile launches new retention offers to win back customers, with NPS correlated to churn performance.
Churn (postpaid phone): 10% (Q4 2025) — “in Q4, when you're talking about elevated, I think we went up 10 bps”
Churn (postpaid phone): 7% (FY2025) — “our increase in churn which is seven bps, is the lowest amongst the three players”
T-Mobile launches new loyalty plan options to retain existing customers at risk of switching to competitors.
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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.