T-Mobile Achieves Record High NPS but Faces Slowing Customer Acquisition
During its Q2 2026 earnings call, T-Mobile reported a record net promoter score (NPS) of 46, the highest among major U.S. wireless carriers. CEO Srini Gopalan highlighted this as evidence of the company's strategy to offer customers superior network quality, value, and experience in one package. Despite strong NPS results, T-Mobile experienced a slowdown in customer acquisition. Postpaid net account additions fell 13% year over year to 277,000 during Q2 2026, lagging behind AT&T's performance of 432,000 postpaid phone net adds for the same period. T-Mobile reported a 1% increase in net income and saw service revenues grow by 9%, reaching $19 billion. The company also noted strong engagement with its T-Life app, which reached 30 million monthly active users due to loyalty perks like free Dash Passes and Delta flight benefits.
Topics: Customer Acquisition NPS (Net Promoter Score) Postpaid Growth T-Mobile