NPS Benchmarks 2026

Telecom NPS Benchmarks

Telecom consistently ranks among the lowest NPS industries due to contract complexity, billing confusion, service outages, and difficult cancellation processes. However, newer MVNOs and fiber providers are disrupting with simpler, more transparent offerings.

Industry Average

24

Needs improvement

Top Quartile

48

Top 25% score

Bottom Quartile

-2

Bottom 25% score

How Telecom Compares to Other Industries

Technology
47
SaaS
41
Automotive
39
Education
37
Logistics
32
Telecom
24

Showing average NPS scores. Higher is better. Scale: -100 to 100.

Top Telecom Companies by NPS

CompanyNPS ScoreRating
T-Mobile50Excellent
Verizon38Good
AT&T30Good
Mint Mobile55Excellent

Key Telecom NPS Insights

1

Network reliability is the top NPS driver, but billing clarity and contract transparency have become nearly as important, with 40% of detractors citing surprise charges.

2

MVNOs (mobile virtual network operators) like Mint Mobile score 20-30 points higher than major carriers by offering simple, transparent pricing without contracts.

3

Telecom companies that invest in digital self-service tools see NPS improvements of 10-15 points, as customers prefer managing accounts without calling support.

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Related Industry Benchmarks

Technology NPS

Average: 47

View benchmarks

SaaS NPS

Average: 41

View benchmarks

Insurance NPS

Average: 35

View benchmarks

Airlines NPS

Average: 30

View benchmarks

What Is a Good NPS Score for Telecom?

A good NPS score for telecom is anything above the industry average of 24. This puts you ahead of most competitors and indicates a healthy level of customer satisfaction. Scores in the top quartile (48+) are considered excellent and suggest strong customer loyalty that drives organic growth through referrals.

Keep in mind that NPS varies significantly within telecom depending on company size, market segment, and geography. The most meaningful benchmark is your own trend over time. A company consistently improving its NPS is in a stronger position than one with a high but declining score.

How to Improve Your Telecom NPS

Improving NPS in the telecom industry starts with understanding what drives satisfaction for your specific customers. Here are actionable strategies:

  • Close the feedback loop. Follow up with detractors within 24-48 hours. Understanding their specific complaints and showing you care can recover 25-40% of detractors.
  • Identify your key drivers. Analyze open-ended NPS comments to find the themes that correlate most strongly with promoter and detractor scores. Focus improvement efforts on these high-impact areas.
  • Empower frontline staff. Give customer-facing teams the authority and tools to resolve issues on the spot. Escalation and wait times are among the top detractor drivers across all industries.
  • Measure consistently. Send NPS surveys at regular intervals using the same methodology. Quarterly relationship NPS supplemented by transactional NPS after key moments gives you both trend data and actionable insights.
  • Turn promoters into advocates. Make it easy for promoters to share their experience. Referral programs, testimonial collection, and review requests channeled to promoters can amplify their positive sentiment.

Frequently Asked Questions

What is a good NPS for telecom companies?

A good NPS for telecom is above 24, the industry average, which is one of the lowest across all industries. Scores above 40 are considered strong for telecom. T-Mobile and Mint Mobile lead with scores of 50-55, while traditional carriers range from 25-40.

Why is telecom NPS so low?

Telecom NPS is low due to long-term contracts, confusing billing with hidden fees, service outages, poor customer support experiences, and difficult cancellation processes. Many customers feel locked in rather than loyal, which drives detractor scores.

How can telecom companies improve NPS?

Simplify pricing and eliminate hidden fees, improve network reliability, reduce hold times for support, offer easy digital self-service, and make it simple to change or cancel plans. T-Mobile's 'Un-carrier' strategy shows how transparency can dramatically improve scores.

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