Customers
Consumers
Our investments in our networks form the basis for our business model and for satisfied customers: We combine the best networks (fiber, 5G), innovative products, outstanding customer service, and a secure digital environment to enhance digital life for our customers. That’s why we market fixed-network and mobile communications in convergent products (fixed-mobile convergence (FMC)). And successfully so: At the end of the reporting year, the total number of customers subscribing to FMC or comparable offerings in our Germany and Europe operating segments had increased to 14.7 million. At our 2024 Capital Markets Day, we additionally declared our intention to further enhance general customer satisfaction levels and to expand our pioneering role in the industry.
For further information on the development of our customer figures, please refer to the section “Development of business in the operating segments.”
In pursuit of our goal to become the Leading Digital Telco, we want to offer more than simply the best connectivity: For this reason, we offer additional services that make the quality of our networks tangible for our customers and provide them with a platform for a secure, digital ecosystem. Our MagentaTV product has been expanded throughout our entire European footprint to aggregate linear television with extensive features on the one hand, and provide access to content from the biggest video streaming services on the other. In 2025, we continued our efforts to further improve and enhance the TV experience: For instance, in May we secured the rights for the 2026 FIFA Men’s World Cup and the 2027 Women’s World Cup for the German TV market, and we launched the second generation of our MagentaTV Stick. We are also addressing an even broader audience with the introduction of a new Freemium model offering free-to-view content in Germany. Our Android-based TV platform with Telekom-specific user interface is available in seven countries (Germany, Austria, Poland, Croatia, Hungary, Montenegro, and North Macedonia), and aims to open up a unique TV experience to our customers. The addition of 109 thousand TV customers in Germany and 59 thousand in our national companies in Europe shows that we are on the right track.
Above and beyond this, we constantly strive to improve the digital customer experience. Our OneApp platform offers a digital sales and service experience in our European national companies and in Germany. In Germany, the app operates under the name MeinMagenta and was crowned App of the Year 2025 in the communication segment by the market research institute Innofact. The customer app serves as the first port of call, fostering digital interaction with our customers and enabling us to monetize our existing offerings (e.g., through upselling of fixed-network/fiber-optic contracts, and through our Magenta Moments loyalty program in Europe and Germany and Magenta Status in the United States). For this reason, we are continually evolving and extending the app, and in November 2025 added the Switching Made Easy feature in the United States to help customers switch faster to T‑Mobile US.
Our goal is not only to keep improving the digital customer experience, but also to develop and monetize digital business models in growth areas outside of our core business. The foundation of these activities is our Magenta Advantage, stemming from our assets and abilities in our core business. This includes, for example, more than 273 million mobile customers, more than 9 million TV customers, and access to the largest companies in the world across industries. For example, we leverage the advantage of our digital reach and brand strength to make exclusive offers from partners available to our customers, to reward their loyalty, and to generate additional revenue. Our Magenta Moments loyalty program has its own section in the OneApp in our national companies in Europe as well as in Germany. In 2025, we further expanded Magenta Moments and are presently piloting Magenta Moments 2.0 in three national companies. This evolution is set to transform the loyalty program into a lifestyle marketplace incorporating additional categories such as gift cards, eating out, and travel. We delighted on average 1.9 million active customers every month of 2025 in Germany with exclusive offerings from partners such as Netflix, McDonalds, Red Bull, Nvidia, and Rewe. Overall in 2025, we enabled more than 250 moments for our customers with external partnerships, our exclusive festival benefits, priority tickets for music events, and more. Magenta Moments was rolled out to Greece in the second quarter of 2025, and is now available in all national companies in Europe. The program continues to grow, and in the reporting year the user base climbed to 9 million members (2024: 5.9 million) with over 135 million transactions. The shared platform offers an attractive lifestyle marketplace with 3,800 brands, including international names like Perplexity and Wolt. Higher satisfaction levels among users of Magenta Moments and the intensification of customer retention efforts are creating added value for our business. Further examples of products and services outside of our core business include the online delivery service Box, the payment service Payzy in Greece, and digital advertising in the United States. In the reporting year, T‑Mobile US further expanded its advertising business with the acquisition of DOOH providers Vistar Media and Blis. The core of our brand promise, “Reliability, security, and trust,” remains the same and protecting our customers’ data and privacy is our top priority.
Our efforts are having a positive impact on customer satisfaction. In the reporting year, we maintained customer retention/satisfaction at a high level, measured using the globally recognized TRI*M method. We use this non-financial performance indicator to improve our customer contact processes, and our products and services. At the same time, we determine the loyalty of our customers towards Deutsche Telekom. The results are presented as a performance indicator, the TRI*M index, which ranges between minus 66 and plus 134 points. At the end of the reporting year, this indicator (for Deutsche Telekom excluding T‑Mobile US) came in at 81.3 points compared with the adjusted baseline value of 80.1 points. The values achieved in particular for our Germany and Systems Solutions operating segments, as well as across most of the Europe operating segment, put us in a leading position relative to the respective benchmarks. These leading benchmark positions are to be maintained in 2026, with slight improvements targeted in selected areas for the Europe operating segment. In 2021, we added the Net Promoter Score (NPS) as a further metric. NPS measures the ratio of enthusiastic customers (promoters) to unhappy customers (detractors). For example, a score of 10 means that the share of promoters exceeds the share of detractors by 10 percentage points. We built on our NPS in all of our operating segments with consumer operations (Germany, United States, Europe) over the course of the reporting year. This success is largely down to the various measures we pushed in 2025, such as the latest iteration of the MagentaMobil portfolio, which was launched in Germany in April 2025 to offer customers more data allowance at the same prices. In conjunction with a PlusKarte SIM card, our customers benefit from an unlimited data allowance starting from the M plan.
We have received numerous awards confirming our dedication. For example, we again won the Connect hotline tests in the three areas of mobile, fixed network, and IPTV. Our Telekom shops again took the overall win in the Connect and Chip shop tests. We took the #1 spot in three out of five categories in the Chip digital customer service test, while our digital assistant Frag Magenta was crowned Best Chatbot 2025 with a top score of “very good” in one of the most important categories: Response Quality. Focus Money magazine awarded us the Service King award in its Deutschland Test Study 2025. In Poland, T‑Mobile Polska received the Service Quality Star for its customer service for the eleventh time. In the United States, too, we are reaping the rewards of our focus on customer centricity: Numerous surveys rank T‑Mobile US ahead of its competitors in terms of service quality (e.g., the J.D. Power study “Wireless Customer Care Mobile Network Operator Performance” rated T‑Mobile US the mobile carrier with the best customer service in the United States for the 15th time in succession).
Business customers
As a trusted partner, we drive forward the digitalization of our customers based on global, secure connectivity, flexible software-based networks, and end-to-end security solutions. Our focus is on integrated offerings (combining fixed network, mobile communications, and IT), which we have been bundling under the T Business brand since 2024. T Business addresses demand as a whole from business and the public sector – from connectivity and infrastructure to cybersecurity, IoT, and AI-based digital services – and comprises our activities in the Europe and Germany operating segments.
Our revenue with business customers grew again in the reporting year, in particular in our national companies in Europe and in the Systems Solutions operating segment. In the Germany operating segment, we continued to focus on transforming our business customer segment and maintained stable levels of revenue. Connect Professional magazine surveyed customers in Germany on their satisfaction with their mobile and internet providers, once again crowning us the overall winner. In the Connect Professional cloud-based PBX test, we went one better than last year and won the 2025 test outright. T‑Systems ranks as the top IT service provider in Germany in the Lünendonk ranking, and second in the PAC ranking of IT service providers in the DACH region (Germany, Austria, Switzerland).
Going forward, we want to maintain our position in the B2B segment and achieve profitable growth. This also means we want to remain the partner of choice for businesses with cross-border, secure connectivity, cloud, and AI needs. To this end, we are investing in robust, global fixed-network and mobile communications structures and serving our customers as a one-stop shop. In the medium term, we want to respond with greater agility and speed to constantly changing customer needs with fully cloud-based, modular services and dynamically adapt our network and IT structures. Beyond classic connectivity business, our focus is on the Internet of Things (IoT) and cybersecurity as key growth drivers, enhanced by AI and the cloud. To this end, we further refined our B2B cloud and AI strategy in the reporting year. Telekom Deutschland and T‑Systems bundle their cloud offerings Group-wide under the new T Cloud brand identity. T Cloud combines public, private, and AI cloud services and aims to support customers in Europe with digital sovereignty and the safe use of cloud and AI technologies. It is our response to the need for a unified platform serving business customers with integrated connectivity, cloud, and security solutions from a single source. A further strategic focus in 2025 was on creating powerful AI infrastructure for industrial applications. We are partnering with Nvidia to build Germany’s first-ever industrial AI cloud, powered by around 10 thousand GPUs (graphics processing units). We will provide secure, sovereign, and fast infrastructure and deliver data center operations, sales, security, and AI solutions. Nvidia will deliver the necessary chips and hardware. This project is supported by further strategic partnerships: SAP delivers the technological basis on its Business Technology Platform, which integrates business applications with AI and simulation technologies. We have also invested in the Berlin-based startup n8n to benefit from its development of AI-powered automation and agent solutions for business customers. The Industrial AI Cloud went live in February 2026. It is primarily directed at industrial enterprises in Europe and enhances our B2B portfolio with a powerful platform for AI-powered business processes, ranging from manufacturing and financial services to new digital services. Further AI offerings (AI Foundation Services from T‑Systems, Business GPT from Telekom Deutschland, and more) round out our lineup.
We strengthen our global IoT business through our partnerships in the Bridge Alliance, comprising 36 mobile communications companies from Asia, Australia, Africa, and the Middle East. This alliance has two main benefits: One, we are simplifying access to countries in the Asia-Pacific region for globally operating companies from Europe; and two, we are simplifying access to Europe for companies outside of Europe.
Security and network solutions (network, IT, and cloud) continue to merge into highly secure, end-to-end solutions. Security features which were once purchased separately are increasingly becoming part of the connectivity product or of security solutions: Some SD-WAN and SASE solutions deliver network functions in combination with cloud and application security from a single source. We will continue to develop the core elements of our B2B portfolio, comprising our Multiprotocol Label Switching (MPLS) solutions and SD-WAN products, holistically, taking account of network and security aspects. Whether campus networks or IoT solutions, security by design is the guiding principle underpinning all of our products and services: from the user via the devices, Wi-Fi/mobile network/LAN, through to access and corporate networks, transport networks, and data centers.
For selected industries (automotive, healthcare, public sector), we additionally offer industry-specific solutions through our Systems Solutions operating segment. Our focus is on fulfilling the core customer needs of advisory, cloud services, and digitalization including AI. For instance, in the reporting year we launched Magenta Security Sign, a sovereign platform for legally valid e-signatures for businesses and public bodies. All data is processed in the EU. We consolidated our position as a digitalization partner to the healthcare sector in the reporting year with such steps as the acquisition of an IT company specializing in the management of medical data. We believe digital solutions and services will continue to offer enormous growth potential going forward, in areas such as healthcare, the public sector, and defense.
Nearshoring and offshoring are gaining in relevance for the Group in a competitive environment, and we increasingly utilize both to unlock additional capacities, particularly at and with T‑Systems. Overall, the developments in 2025 underscore the systematic implementation and further development of our B2B strategy: from pure connectivity to an integrated, secure, sovereign, and AI-capable digital offering for business customers in Europe and globally.