NPS Intelligence (beta)

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.

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) • Ookla awarded T-Mobile with the Best Mobile Network in its Speedtest Connectivity report for the third consecutive…

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.

We made strong progress on this strategy this quarter and nothing demonstrates this more succinctly than our NPS score. An industry-leading 45, over 20% higher than that of our next closest competitor.

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…

We've long been the leader in NPS scores in our 5G fixed wireless business. That lead is growing.

T-Mobile reports strong net promoter scores on fixed wireless access customer base of 6.7 million.

This is the highest Net Promoter Score by some measures, product in the country. And so that gives us a lot of confidence.

T-Mobile achieves strong Net Promoter Score performance in customer loyalty survey, outpacing competitors.

T-Mobile led in 5G Net Promoter Scores according to OpenSignal network performance study.

T-Mobile ranks first in 5G Net Promoter Scores despite small dip in download speeds.

Because that's what happens when you get 4.8 million customers using this product every day at very high nearly the best in the industry, Net Promoter Scores.

T-Mobile's 5G home internet service has strong net promoter scores reflecting customer willingness to recommend, though service turnover is falling.

One of the ways you can look at that is the net promoter scores, which have been pretty consistent.

And you see that both in this sequential churn decrease, but also just in the overall NPS scores, which continue to be the highest amongst any broadband category in America.

And along with growing our reach, we’re achieving best-in-class customer satisfaction scores that are 10 NPS points higher than fiber and more than 30 NPS points higher than cable!

I mean Net Promoter Scores for this business continue to be higher than average cable and higher-than-average fiber in the country. So people love what T-Mobile is serving up to them and that’s important and it informs the churn models, as you are saying.

That's why our net promoter scores are the highest in the industry, and I expect that to translate to the lowest churn by the time we're done.

T-Mobile's FWA (Fixed Wireless Access) offering has NPS scores 30 points above cable and 10 points above fiber.

T-Mobile points to its Net Promoter Score as higher than cable and internet services to demonstrate customer satisfaction.

T-Mobile 5G Home Internet scores NPS of 47, below the typical 70+ target range, but still competitive against legacy ISP providers.

It's not even close on value and customer trust and Net Promoter Score. We're up this year.

The thing that I will point to that we have said in some of our earliest comments is, NPS on this product is amongst the best and broadband providers only vested by one fiber provider by a single point.

T-Mobile's home internet service achieves Net Promoter scores 3 times higher than cable competitors.

Net Promoter Scores have risen again quarter-over-quarter which is terrific to see now 3x the Net Promoter Scores of a cable company. Our download speeds meet the nationwide medians of cable companies.

T-Mobile is seeing big jumps in Net Promoter Scores compared to cable broadband competitors.

That's solving real problems for people so, not surprisingly, those net promoter scores are high.

And our Net Promoter Score for customer care among our Sprint customers is up 48% year-over-year. The way we care for our customers is part of our secret sauce and it's important moat around our business.

T-Mobile's 5G Home Internet pilot customers report NPS 104 points higher than their previous ISP.

T-Mobile has a Net Promoter Score of 35, significantly higher than Verizon (7) and AT&T (15), positioning itself as the 'uncarrier'.

Early Net Promoter Scores from the initial group of Sprint customers that have completed a full transition are nearly 100 percent higher (or 20 points higher) than those who have not migrated.

T-Mobile has more than tripled the Net Promoter Score among Sprint customers post-integration.

T-Mobile Home Internet customers report an average Net Promoter Score of 42, compared to -75 for their previous provider.

Just the Net Promoter Score of the care experience, it's tripled since we -- over the past seven months. That's fantastic.

T-Mobile Home Internet customers gave an average Net Promoter Score of 42, compared to -75 from their previous provider.

T-Mobile Home Internet reports average NPS of 64 in pilot phase, compared to –74 for legacy provider.

T-Mobile Home Internet pilot expanded with average NPS of 64, versus minus 74 for legacy provider.

T-Mobile Home Internet customers give an average Net Promoter Score of 64, compared to -74 for their previous provider.

T-Mobile maintained high net promoter scores throughout its rapid transition to remote work.

Through all this transition, our frontline employees have stepped up big to support our customers and continue to deliver the industry-leading customer service that makes us different.

And we know that the Net Promoter Score and the relationship that customers have, not just in our retail stores but our business side, is off-the-charts positive.

T-Mobile's Net Promoter Scores have risen to all-time highs following customer service rep adoption of AWS predictive tools.

Our Net Promoter Scores are the highest that this industry has ever seen. Right now, we are simultaneously experiencing our highest levels of customer satisfaction and our lowest cost to care for our customers in our history, because of the innovation…

T-Mobile achieved record customer care results with Net Promoter Scores reaching an all-time high after launching Team of Experts.

T-Mobile reports 56% increase in Net Promoter Score from testing 'team of experts' customer care approach.

We're experiencing the highest net promoter scores right now in the history of this industry and that means that people are telling other people about T-Mobile and those two things are working together bring more customers to us and drive our churn down.

Our retail organization posted a net promoter score of 65.5 in Q1 up from 57.6 a year ago. In customer care just recorded its lowest ever calls per account.

Our customer care improvements included the lowest-ever calls per account and a record-high Net Promoter Score. 3 Total Branded Prepaid Net Additions (in thousands) Branded Prepaid Churn Total Branded Net Additions (in thousands) Branded Prepaid…

We have the best customer satisfaction, the highest NPS scores, a rapidly growing network, a rapidly growing network reputation, which is lagging the network, and on-carrier differentiation that customers really love.

…is I had hoped and strategized with my team that as this period ensues, we would be exactly where we are, which is a brand who's strongest in the industry, whose net promoter scores are higher than ever, whose team is executing on full cylinders, who…

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.

T-Mobile rolls out iPhone 17 'On Us' deals and satellite coverage, recognizing the iPhone launch as critical to customer retention.

T-Mobile faces customer retention challenges amid a massive boycott and recent operational struggles.

Churn (Prepaid): 2.73% (2024) — “Prepaid churn 2.73% 2.76% 2.77% -3 bps -1 bps”

Churn (Postpaid phone): 0.86% (2024) — “Postpaid phone churn 0.86% 0.87% 0.88% -1 bps -1 bps”

Churn (Prepaid): 2.78% (Q3 2024) — “Prepaid churn 2.78 % 2.81 % -3 bps”

T-Mobile partners with OpenAI to launch an AI-driven customer care platform aimed at improving customer retention and satisfaction.

Churn (Prepaid): 2.54% (Q2 2024) — “Prepaid churn 2.54 % 2.62 % -8 bps”

Churn (Postpaid phone): 0.8% (Q2 2024) — “Postpaid phone churn 0.80 % 0.77 % 3 bps”

T-Mobile faces potential customer churn and is implementing retention training amid plans for potential price hikes on legacy plans.

T-Mobile's family plan penetration improvements are expected to positively impact customer retention.

Churn (prepaid): 2.75% (Q1 2024) — “Prepaid churn 2.75%, relatively flat”

Churn (postpaid phone): 0.86% (Q1 2024) — “Postpaid phone churn 0.86%, decreased 3 basis points, primarily from improved customer retention”

Churn (prepaid): 2.76% (FY2023) — “Prepaid churn was 2.86% in Q4 2023 and 2023 churn of 2.76% was the lowest in company history”

Churn (postpaid phone): 0.87% (FY2023) — “Postpaid phone churn of 0.96% in Q4 2023 — 0.87% in 2023, lowest in company history”

Churn (postpaid phone): 9% (Q4 2023) — “Churn was up 9 basis points sequentially”

T-Mobile went from worst to first in customer retention and maintains gross additions leadership over competitors.

Churn (postpaid phone): 0.77% (Q2 2023) — “the lowest postpaid phone churn in our history. And as I mentioned, the lowest in the industry for the first time ever at just 0.77%”

T-Mobile plans to use AI to improve its customer retention capabilities, according to CEO Mike Sievert.

Churn (postpaid phone): 0.88% (FY2022) — “we had our best postpaid phone churn year in the Company's history at just 0.88, and we were the only one in the industry to deliver year-over-year improvement for full year 2022”

T-Mobile launched free Netflix access to customers and adjusted traditional loyalty programs to enhance customer retention.

Churn (postpaid phone): 0.88% (Q3 2022) — “Our postpaid phone churn of just 0.88% improved 8 basis points from last year. Once again, we were the only wireless service provider to improve year-over-year”

Churn (postpaid phone): 0.8% (Q2 2022) — “Our postpaid phone churn dropped 13 basis points sequentially to 0.80 and we were the only wireless service provider to improve year-over-year”

Churn (postpaid phone): 0.93% (Q1 2022) — “Our postpaid phone churn dropped by a whopping 17 basis points from Q4 to just 0.93, the industry best improvement both year-over-year and sequentially”

Churn (prepaid): 2.62% (Q2 2021) — “In Q2, we delivered 76,000 net adds, which reflected record low industry-leading prepaid churn of just 2.62%.”

Churn (postpaid phone): 0.87% (Q2 2021) — “T-Mobile again produced the biggest sequential improvement in postpaid phone churn compared to all other wireless operators this quarter, delivering 0.87%.”

Churn (prepaid): 2.78% (Q1 2021) — “On prepaid, we delivered 151,000 net adds, which were the highest in three years and reflected record low industry-leading prepaid churn of just 2.78%.”

Churn (postpaid phone): 0.98% (Q1 2021) — “We delivered 1.2 million postpaid net adds, including 773,000, postpaid phone net adds, and our postpaid phone churn improved sequentially to 0.98%.”

T-Mobile strengthens customer retention tactics for postpaid customers, integrating practices from Sprint operations.

Churn (postpaid phone, pro forma combined): 0.9% (Q3 2020) — “When you look at pro forma combined, remember this is a blended 0.9% postpaid phone churn that we delivered, last year we had 0.9% without Sprint and Sprint was churning at about 2%.”

Churn (prepaid): 2.81% (Q2 2020) — “We also delivered Q2 postpaid phone churn of 0.8%, prepaid churn of just 2.81%.”

Churn (postpaid phone): 0.8% (Q2 2020) — “We also delivered Q2 postpaid phone churn of 0.8%, prepaid churn of just 2.81%.”

Churn (branded prepaid): 3.52% (Q1 2020) — “Record-low Q1 branded prepaid churn of 3.52% in Q1 2020, down 33 bps YoY”

Churn (branded postpaid phone): 0.86% (Q1 2020) — “Record-low Q1 branded postpaid phone churn of 0.86% in Q1 2020, down 2 bps YoY”

Churn (postpaid phone, branded): 1.01% (Q4 2019) — “In a seasonally busy and competitive quarter, we reported branded postpaid phone churn of 1.01%, up just 2 basis points year-over-year.”

Churn (overall postpaid): 1.04% (Q3 2019) — “overall postpaid churn was 1.04%, which was also a record low for Q3 and was the best in the industry”

Churn (branded postpaid phone): 0.89% (Q3 2019) — “record low Q3 branded postpaid phone churn of 0.89%, down 13 basis points year-over-year”

Churn (branded prepaid): 3.49% (Q2 2019) — “great prepaid churn of 3.49%, down 32 basis points year-over-year”

Churn (branded postpaid phone): 0.78% (Q2 2019) — “all-time record low branded postpaid phone churn of 0.78%, down 17 basis points year-over-year”

T-Mobile's wireless-plan customer retention was better than AT&T's in the first quarter.

T-Mobile's customer-retention metrics continue to improve, with branded postpaid phone churn declining 19 basis points year over year.

Churn (branded postpaid phone): 0.88% (Q1 2019) — “all time record low branded postpaid phone churn of 0.88%, down 19 basis points year-over-year”

T-Mobile Money offers fee-free banking to postpaid customers as a potential customer retention driver.

Churn (branded postpaid phone): 0.99% (Q4 2018) — “lowest ever branded postpaid phone churn for fourth quarter of 0.99%, down 19 basis points year-over-year”

T-Mobile beats Verizon as top quality brand, with improved customer retention and satisfaction performance; 9% YoY increase in CSAT also noted.

T-Mobile reports improving customer retention efforts in its best quarter ever.

Churn (branded postpaid phone): 1.02% (Q3 2018) — “lowest ever branded postpaid phone churn for a third quarter, which was 1.02%. That's down 21 basis points year-over-year”

T-Mobile notably saw significant customer retention rates in an industry experiencing extremely high retention.

Churn (branded postpaid phone): 0.95% (Q2 2018) — “lowest ever branded postpaid phone churn of 0.95%, down 15 basis points year over year”

T-Mobile reported an uptick in customer retention and net adds in Q1 2018, with churn at 1.8 percent.

Churn (branded postpaid phone): 1.07% (Q1 2018) — “lowest ever branded postpaid phone churn of 1.07% down 11 basis points year-over-year”

T-Mobile is showing its strongest customer retention rates in 2018 while balancing growth with profitability.

Churn (postpaid phone): 1.18% (Q4 2017) — “lowest ever Q4 postpaid phone churn of 1.18%, down 10 basis points year-over-year”

Churn (Branded postpaid phone): 1.1% (Q2 2017) — “Branded postpaid phone churn in Q2 was down 17 basis points year-over-year and 8 basis points sequentially to a new record low of 1.10%.”

Churn (Branded postpaid phone): 1.18% (Q1 2017) — “Branded postpaid phone churn in Q1 was down 15 basis points year over year and 10 basis points sequentially to a new record low of 1.18%.”

Churn (T-Mobile branded prepaid): 3.88% (FY2016) — “Branded prepaid churn was 3.88% for the full-year 2016, down 57 basis points compared to 4.45% in 2015”

Churn (T-Mobile branded prepaid): 3.94% (Q4 2016) — “Branded prepaid churn was 3.94% in Q4 2016, compared to 3.82% in Q3 2016 and 4.20% in Q4 2015.”

Churn (T-Mobile branded postpaid phone): 1.3% (FY2016) — “1.30% in 2016, down 9 bps from 2015”

Churn (T-Mobile branded postpaid phone): 1.28% (Q4 2016) — “1.28% branded postpaid phone churn in Q4 2016, down 18 bps from Q4 2015”

Churn (Branded postpaid phone): 1.32% (Q3 2016) — “Branded postpaid phone churn in Q3 was down 14 basis point year-over-year to 1.32%, continuing the positive trend from prior quarters. Churn this quarter was the best ever for a third quarter.”

Churn (Branded prepaid): 3.91% (Q2 2016) — “Branded prepaid churn 3.91 % 4.93 % -102 bps”

Churn (Branded postpaid phone): 1.27% (Q2 2016) — “Branded postpaid phone churn 1.27 % 1.32 % -5 bps”

Churn (Branded postpaid phone): 1.33% (Q1 2016) — “Branded postpaid phone churn in Q1 was down 13 basis points quarter-over-quarter to 1.33%, and generally maintaining itself at the record low from last year's first quarter.”

Churn (Branded postpaid): 1.5% (Q1 2014) — “Record low branded postpaid churn of 1.5%, down 20 basis points sequentially and down 40 basis points YoY”

Churn (Branded prepaid): 5.4% (FY2013) — “Branded prepaid churn was 5.4% for the year ended December 31, 2013, compared to 6.4% for the same period in 2012”

Churn (Branded postpaid): 1.7% (FY2013) — “Branded postpaid churn was 1.7% for the year ended December 31, 2013, compared to 2.4% for the year ended December 31, 2012”

Churn (branded postpaid): 1.7% (Q3 2013) — “Continued low branded postpaid churn of 1.7%”

Churn (branded postpaid): 1.58% (Q2 2013) — “Record low branded postpaid churn of 1.58%, a decrease of approximately 50 basis points year-over-year”

Churn (branded total): 3% (Q2 2013) — “Branded churn 3.0% for the three months ended June 30, 2013”

Churn (branded prepaid): 5.4% (Q2 2013) — “Branded prepaid churn was 5.4% for the three months ended June 30, 2013, compared to 6.0% for the same period in 2012”

Churn (branded postpaid): 1.6% (Q2 2013) — “Branded postpaid churn was approximately 1.6% for the three months ended June 30, 2013, compared to 2.1% for the same period in 2012”

Churn (Branded prepaid): 7% (Q1 2013) — “Branded prepaid churn was 7.0% in the first quarter of 2013, unchanged from the fourth quarter of 2012 and up 60 basis points from the first quarter of 2012”

Churn (Branded postpaid): 1.9% (Q1 2013) — “Branded postpaid churn was 1.9% in the first quarter of 2013, down 60 basis points from the fourth quarter of 2012 and the first quarter of 2012”

Churn: 3.4% (9M 2012, average monthly) — “Churn for the nine months ended September 30, 2012 was 3.4%, compared to 3.9% for the nine months ended September 30, 2011”

Churn: 3.7% (Q3 2012, average monthly) — “Churn for the three months ended September 30, 2012 was 3.7%, compared to 4.5% for the three months ended September 30, 2011”

Churn: 3.1% (Q1 2011) — “Average monthly rate 3.1% [three months ended March 31, 2011, vs 3.7% prior year]”

Churn: 190% (2010) — “Reduced year over year churn rate by 190 basis points”

Churn: 3.6% (FY2010) — “adoption of our Wireless for All SM service plans primarily drove these record results and also contributed to a 190 bps decline in full year churn to 3.6%”

Churn: 3.5% (Q4 2010) — “Quarterly consolidated churn of 3.5%, down 180bps from 5.3% for the fourth quarter 2009”

Churn: 3.8% (Q3 2010) — “Quarterly consolidated churn of 3.8%, down 200bps from 5.8% for the third quarter 2009”

Churn: 3.3% (Q2 2010, monthly) — “Quarterly consolidated churn of 3.3%, down 250bps from 5.8% during the second quarter 2009”

Churn: 3.7% (Q1 2010, monthly) — “Quarterly consolidated churn of 3.7%, down from 5.0% during the first quarter 2009”

Churn: 5.3% (Q4 2009) — “Churn for the fourth quarter of 2009 was 5.3% compared to 5.1% in the fourth quarter of 2008”

Churn: 5.5% (9M 2009) — “Churn for the nine months ended September 30, 2009 and 2008 was 5.5% and 4.5%, respectively”

Churn (Consolidated): 5.8% (Q3 2009) — “Churn-Average Monthly Rate 5.8 % 4.8 % 5.5 % 4.5 %”

Churn: 5.8% (Q2 2009) — “Churn-Average Monthly Rate 5.8% [Q2 2009] vs 4.5% [Q2 2008]. Churn increased 1.3% from 4.5% to 5.8%”

Churn: 5% (Q1 2009) — “Churn-Average Monthly Rate 5.0% [Q1 2009] vs 4.0% [Q1 2008]. Churn increased from 4% to 5%”

Churn (MetroPCS consolidated): 5% (Q1 2009) — “Churn for the first quarter of 2009 was 5.0% compared to 4.0% in the first quarter of 2008”

Churn: 5.1% (Q4 2008) — “Churn for the fourth quarter of 2008 was 5.1% compared to 4.8% in the fourth quarter of 2007.”

Churn: 4.5% (Q2 2008) — “Churn for the second quarter of 2008 was down 0.3% when compared to the second quarter of 2007, and increased 0.5% to 4.5%”

Churn: 4% (Q1 2008) — “Churn for the first quarter of 2008, consistent with seasonal patterns, declined 0.8% to 4.0% when compared to the fourth quarter of 2007 and was unchanged when compared to the first quarter of 2007.”

Churn: 4.8% (Q4 2007) — “Churn-Average Monthly Rate 4.8%”

Churn: 5.2% (Q3 2007) — “Churn for the seasonally higher third quarter of 2007 increased to 5.2%, which represents an increase of 0.2% over the third quarter of 2006”

Churn: 4.8% (Q2 2007) — “Churn-Average Monthly Rate 4.8%”

Churn (Average monthly churn): 4% (Q1 2007) — “Average monthly churn 4.0% for the three months ended March 31, 2007”

Churn: 4% (Q1 2007, monthly) — “Average monthly churn represents...Average monthly churn rate...Churn for the three months ended March 31, 2007 was 4.0% compared to 4.4% for the three months ended March 31, 2006.”

Churn: 4.5% (Q2 2006) — “Churn for the three months ended June 30, 2006 was 4.5% compared to 5.1% for the three months ended June 30, 2005”

Churn: 5% (Q3 2006) — “Churn for the three months ended September 30, 2006 was 5.0% compared to 5.6% for the three months ended September 30, 2005”

Churn: 4.6% (FY2006) — “Our average monthly rate of customer turnover, or churn, for the year ended December 31, 2006 was approximately 4.6%.”

Churn: 4.7% (9M 2006) — “Our average monthly rate of customer turnover, or churn, for the nine month period ended September 30, 2006 was approximately 4.7%.”

Churn: 4.92% (FY2004) — “average monthly rate of customer turnover ("churn") for the year ended December 31, 2004 was approximately 4.92%, an increase over our average monthly churn rate for the year ended December 31, 2003 of 4.63%”

Churn: 5.2% (Q2 2004) — “Our average monthly rate of customer turnover, or churn, for the three months ended June 30, 2004 was approximately 5.2%, an increase over our average monthly churn rate for the three months ended March 31, 2004 of 3.8%.”

Churn: 3.8% (Q1 2004) — “Our average monthly rate of customer turnover, or churn, for the three months ended March 31, 2004 was 3.8%.”