Delta Airlines has long been recognized for its commitment to delivering exceptional service, and its impressive NPS score for 2025 only further solidifies this reputation.
In an industry where every detail counts, from on-time performance to the comfort and safety of passengers, Delta’s strong customer loyalty underscores its ability to consistently meet the needs of travelers.
In this article, we’ll explore the key factors behind Delta Airlines NPS performance, and explore how it surpasses industry averages and what sets it apart from competitors.
What is Net Promoter Satisfaction Score?
Net Promoter Satisfaction Score (NPS), or NPS, is a super-simple way to see how your customers really feel about you. All you do is ask:
“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
That’s it! Then you sort people into three groups:
- Promoters (9–10): They love you and will happily spread the word.
- Passives (7–8): They think you’re okay but not wow, and might switch if something better comes along.
- Detractors (0–6): They’re unhappy and could even warn others away.
Once you’ve got your answers, you calculate:
% Promoters – % Detractors = Your NPS
So, if 50% of people are Promoters and 10% are Detractors, your NPS is 40.
Why is NPS important? Because your NPS tells you at a glance how loyal your customers are. A high score means people love you and spread good buzz. A low score flags trouble spots that need fixing.
Additionally, you can compare your NPS with other companies in your field. That way, you know if you’re leading the pack or if it’s time to step up your game.
NPS is quick, clear, and gives you real insight into customer happiness—no heavy surveys or long reports needed.
Delta Airlines NPS Performance Score
Delta Air Lines is standing out from the competition when it comes to customer loyalty. According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average Net Promoter Score (NPS) for the airline industry is 33, but Delta leads with a score of 43.
Here’s a closer look at the passenger feedback that contributes to Delta’s impressive NPS score, revealing how passengers truly feel about their experience with the airline:
- Promoters: 61%
- Passives: 21%
- Detractors: 18%
With more than half of its passengers in the Promoter category, Delta has built a strong base of loyal travelers who are likely to recommend the airline to others. While 18% fall into the Detractor group, the high percentage of Promoters helps keep the overall NPS strong.
This above-average performance shows that Delta is not just meeting expectations—it’s creating positive experiences that keep travellers coming back and spreading the word.
How Delta Airlines NPS Score Compares to Airline Industry Benchmarks?
Delta Air Lines is performing above the airline industry average when it comes to customer satisfaction and loyalty. According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average NPS for the airline industry is 33, while Delta takes the lead with a higher score of 43.
That 10-point difference is a strong indicator that Delta is building deeper, more positive connections with its passengers. More travelers are walking away from their Delta experience feeling satisfied—and willing to recommend the airline to others.
In an industry known for tight competition and high customer expectations, Delta’s above-average NPS reflects its commitment to quality service, comfort, and reliability. It shows that Delta is not only meeting expectations but exceeding them in ways that build lasting loyalty.
This data comes from QuestionPro’s latest research, which gathered feedback from 1,000 participants to measure NPS across major industries. The report offers a snapshot of real customer sentiment from Q1 2025 and is updated quarterly for the most accurate insights.
How Delta Airlines Holds A Higher NPS Score?
Travelers consistently highlight five key strengths that set Delta apart and contribute to its higher customer loyalty:
- Exceptional Customer Service
From everyday flights to urgent travel crises, Delta staff are repeatedly praised for their empathy, professionalism, and going the extra mile, like retrieving lost passports and helping rebook flights during disruptions.
- Reliable and Comfortable Flight Experience
Many passengers describe Delta flights as smooth, timely, and comfortable. Features like friendly crews, clean planes, and onboard amenities (like free Wi-Fi and in-seat entertainment) leave a positive impression.
- Loyalty and Recognition for Frequent Flyers
Elite flyers, such as Platinum and Diamond Medallion members, consistently report outstanding treatment and feel valued through consistent service and thoughtful perks.
- Proactive Problem Solving
Even when flights are delayed or canceled, many passengers feel supported thanks to Delta’s responsive customer service and transparent communication, helping them feel more in control during disruptions.
- Strong Customer Satisfaction and Return Intent
With 82% CSAT and 84% intent to return, Delta shows high customer satisfaction and strong loyalty, proving that travelers trust and prefer the airline.
How to Measure and Improve Your NPS?
Want to see how your Net Promoter Score (NPS) stacks up against companies like H-E-B? With QuestionPro, it’s easier than you think to measure and improve your NPS.
1. Launch an NPS Survey
Start by using QuestionPro’s ready-made NPS survey template. It includes the standard 0–10 rating question and a follow-up AskWhy question feature to understand the reason behind each score.
Distribute your survey via SMS, email, QR codes, or a direct link. Need a specific audience? QuestionPro Audience lets you target by industry, location, or demographics.
3. View Real-Time Results
As responses come in, your NPS is automatically calculated. The dashboard clearly shows promoters, passives, and detractors, helping you identify trends fast.
4. Take Smart Action
Use your results to improve customer experience. Focus on areas where scores are low, and track progress with benchmarking tools that show how you compare to others in your industry.
With QuestionPro, NPS tracking becomes an easy, continuous process to boost loyalty and satisfaction.
Get the Q1 2025 NPS Benchmark Report
Download the Q1 2025 NPS Benchmark Report and uncover how industry leaders are building strong customer loyalty through exceptional experiences.
Looking to elevate your Net Promoter Score? Contact the experts at QuestionPro for personalized strategies and tools to measure, track, and improve customer satisfaction at every touchpoint.
