Air travel can be a mixed bag, but some airlines are clearly winning customer loyalty. In 2025, JetBlue Airways NPS score stands out not just for getting passengers from point A to B, but for making the journey enjoyable enough that people recommend it.
Let’s explore how JetBlue is outpacing competitors, what their customers say, and what this means for airlines aiming to build stronger loyalty in the skies.
What is NPS (Net Promoter Score)?
Net Promoter Score (NPS) is a simple yet powerful way to understand customer loyalty. It’s based on a single question:
“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
Based on their response, customers fall into one of three groups:
- Promoters (9–10): Loyal advocates who will likely recommend your brand.
- Passives (7–8): Satisfied, but not enthusiastic enough to promote you.
- Detractors (0–6): Disappointed customers who may speak negatively about their experience.
The NPS is calculated using the formula:
NPS = % of Promoters – % of Detractors
This single score tells you how strong your customer relationships are and whether you’re inspiring true brand loyalty or failing to do so.
JetBlue Airways NPS Performance Score
JetBlue Airways’ Net Promoter Score is 50, significantly ahead of the airline industry average of 33, according to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report. The data shows JetBlue has built strong customer relationships beyond satisfaction to advocacy.
Here’s how the responses break down:
- Promoters: 59%
- Passives: 32%
- Detractors: 9%
JetBlue’s high percentage of Promoters and low number of Detractors highlight an experience people enjoy and trust enough to recommend. With strong CSAT and intent to repurchase, JetBlue is setting the pace for customer loyalty in air travel.
Comparing JetBlue Airways to Airlines Industry Benchmarks
The airline industry average NPS in 2025 is 33. JetBlue’s score of 50 puts it well above that benchmark and ahead of many competitors.
Here’s how the comparison looks:
| Metric | JetBlue Airways | Airline Industry Average |
| NPS | 50 | 33 |
| Promoters | 59% | 54% |
| Passives | 32% | 24% |
| Detractors | 9% | 21% |
| CSAT | 87% | – |
| Future Intent | 88% | – |
So what does this mean?
JetBlue excels where it matters most,
- Earning customer trust,
- Reducing friction, and
- Delivering consistent experiences.
While most airlines are still working on balancing satisfaction and reliability, JetBlue is actively converting satisfied customers into vocal advocates.
That’s what makes a brand stand out in a competitive industry. The opportunity is to build on this momentum, continue addressing minor pain points, and deliver what travelers value most.
This data comes from QuestionPro’s latest report, which surveyed 1,000 people to measure the Net Promoter Score (NPS) of top brands. The report is based on Q1 2025 data and is updated quarterly, so you can see how brands are doing and what they can do to improve.
Why Is JetBlue’s NPS So High?
JetBlue’s NPS of 50 is the result of strong performance across key areas:
- Low Detractor Rate: At just 9%, very few customers are having negative experiences.
- High CSAT: A satisfaction score of 87% reflects consistent service quality.
- Repeat Intent: With 88% of customers planning to fly again, trust is there.
The gap between JetBlue and the industry average shows that travelers are not only satisfied—they’re impressed. It’s not just about getting from point A to B. It’s about how they feel during the journey.
This proves that creating consistent, thoughtful touchpoints—like friendly service, smooth booking, and clean aircraft- translates into stronger loyalty.
How to Calculate, Measure, and Improve Your NPS
Want to achieve results like JetBlue? Here’s how to get started with NPS using QuestionPro:
1. Ask the Right Question
Use the core NPS survey question:
“On a scale from 0 to 10, how likely are you to recommend us to a friend or colleague?”
Pair it with a follow-up like “Why did you give that score?” to uncover deeper insights.
2. Distribute Your Survey Everywhere
Reach your audience where they already are
- Email,
- Text,
- Website,
- Social media, or
- QR codes.
With QuestionPro Audience, you can also target based on demographics, behavior, or location.
3. Monitor Real-Time Feedback
As responses roll in, your NPS dashboard updates instantly. There is no manual calculation, no waiting, just live insights on your Promoters, Passives, and Detractors.
4. Take Action on Insights
Use the feedback to address pain points, celebrate what’s working, and boost loyalty. With built-in benchmarks, you can track how you stack up against competitors and set strategic goals.
With QuestionPro, NPS isn’t just a metric. Building stronger, more loyal customer relationships becomes part of your strategy.
Ready to Benchmark Your Brand?
JetBlue’s 2025 performance proves that a strong NPS is more than transportation; it’s about connection. With high satisfaction, low complaints, and loyal customers willing to share their positive experiences, JetBlue has turned everyday flights into something worth recommending.
Explore the Q1 2025 NPS Benchmark Report to see how top companies are using feedback to drive real growth.
If you’re curious about how your brand compares or want help building your own NPS success story, QuestionPro’s expert team is ready to assist you.
