Dive Brief:
- T-Mobile reached a net promoter score of 46, a "record high" across all three major wireless carriers, President and CEO Srini Gopalan said during a Q2 2026 earnings call Thursday.
- The score represents the differentiation T-Mobile is using to grow its position in the wireless space, according to Gopalan. The business sees an opportunity to bring more than 20 million additional families and businesses into its wireless network over time.
- “Our strategy is simple, but truly powerful: Give customers the best network, the best value, and the best experience, all in one place,” Gopalan said during the call. “That's how we eliminate trade-offs for our customers, and that's what truly sets us apart.”
Dive Insight:
T-Mobile’s strong NPS showing wasn’t enough to offset slowing account growth.
T-Mobile net income grew 1% year over year to $3.2 billion in the second quarter of 2026, according to an earnings report. Service revenues grew 9% year over year to $19 billion and postpaid service revenues grew 13% year over year to $15.9 billion.
The weak point was in postpaid net account additions, which fell 13% year over year to 277,000 during the quarter. Postpaid net account additions are a measurement of account growth for wireless carriers. Postpaid customers pay at the end of the month for services used.
T-Mobile’s growth in this area lagged significantly behind rival AT&T, which reported 432,000 postpaid phone net adds in the second quarter of 2026, according to a Wednesday earnings report. AT&T’s postpaid phone net adds were up 7.7% year over year.
While T-Mobile’s new account growth was weak, the company’s loyalty rewards are performing well.
The T-Life app reached 30 million monthly active users in the second quarter, according to Gopalan. Monthly users were up from 25 million in the first quarter of 2026.
The company credited its growing selection of perks, including recent additions like free Dash Pass for a year and complimentary in-flight drinks on most Delta flights, for driving the momentum.
In June, T-Mobile celebrated the tenth anniversary of T-Mobile Tuesdays, which offer customers discounts and prizes every week.
“Ten years ago, we launched T-Mobile Tuesdays because we deeply believe that here at T-Mobile, we don't think customers should have to prove loyalty, but rather receive thanks from us just by being a customer,” Gopalan said.
T-Mobile expects its net postpaid account additions to pick up the pace in the coming quarters, including approximately 250,000 in the third quarter of 2026, according to CFO Peter Osvaldik. He projected total net postpaid account additions between 950,000 and 1 million.
