T-Mobile CEO says NPS is ‘the foundation of everything that we’re building’

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. Dive Brief: T-Mobile sees its net promoter score as “the foundation of everything that we're building,” President and CEO Srini Gopalan said on a Q4 2025 earnings call Wednesday. The wireless carrier reported a NPS of 79 at its company-owned stores, which is 16% higher than the NPS for third-party retail partners, according to an earnings presentation. The company has cut ...