Flying isn’t just about getting from point A to point B—it’s about how you feel along the way. For American Airlines, understanding that journey through the eyes of its passengers is key to elevating service. By measuring Net Promoter Score (NPS), American Airlines can dig deeper into passenger sentiment, spot areas for improvement, and keep making travel smoother, friendlier, and more enjoyable.
In this article, we’ll explore how American Airlines can use Net Promoter Score (NPS) to gain deeper insights into passenger satisfaction and loyalty.
What is Net Promoter Score?
Net Promoter Satisfaction Score (NPS) is a way for businesses to measure how happy and loyal their customers are. It’s a simple question that asks:
“On a scale of 0 to 10, how likely are you to recommend us to a friend or colleague?”
Customers answer by picking a number from 0 (not at all likely) to 10 (extremely likely).
Once the answers are in, customers are sorted into three groups:
- Promoters (9-10)
These are your happiest customers. They love your product or service and are likely to spread the word.
- Passives (7-8)
These customers are satisfied but not excited. They could easily switch to a competitor.
- Detractors (0-6)
These are unhappy customers who might complain or discourage others from using your business.
To get your Net Promoter Score, follow this simple formula:
NPS = % of Promoters – % of Detractors
The result is a score between -100 and +100. The higher the score, the better.
NPS helps businesses understand how their customers feel and shows whether they’re building strong relationships. It’s quick to ask, easy to understand, and gives clear insights that can lead to real improvements.
American Airlines NPS Performance Score
American Airlines is close to the industry average when it comes to customer loyalty, with a Net Promoter Score (NPS) of 30, just below the airline industry average of 33, as reported in QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report.
Here’s a breakdown of customer feedback contributing to American Airlines’ score:
- Promoters: 53%
- Passives: 24%
- Detractors: 23%
While over half of its passengers fall into the Promoter category, indicating a good number of loyal customers, the relatively higher percentage of Detractors (23%) slightly pulls down the overall score. Still, with a strong base of satisfied travelers, American Airlines is maintaining a solid presence in the competitive airline space.
How American Airlines Compares to Airline Industry Benchmarks?
American Airlines is performing slightly below the airline industry average in terms of customer loyalty and satisfaction. As highlighted in QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average NPS for the airline industry stands at 33, while American Airlines has a score of 30.
Though the difference is small, it suggests that there is room for improvement in how American Airlines connects with its passengers. With 53% of customers falling into the Promoter category, the airline still has a solid base of loyal travelers. However, the higher share of Detractors (23%) may be affecting its overall score.
In a competitive industry where customer experience matters, even a few points can make a difference. This comparison shows that while American Airlines is holding steady, enhancing service and reducing dissatisfaction could help it rise above the industry average.
These insights are based on feedback from 1,000 participants in QuestionPro’s Q1 2025 report, offering a clear view of how customers feel about top airline brands.
Why Knowing American Airlines NPS for Your Business?
American Airlines is already a big name in the skies, but there’s always room to grow. With the right steps, the airline can make flying smoother, faster, and more enjoyable for everyone.
- Smarter Scheduling: By using real-time data and better forecasting, American Airlines can reduce delays and keep travelers moving without hiccups.
- Better Baggage Tracking: With smart tags and tracking tools, passengers can stay updated on their luggage, bringing peace of mind and fewer lost bags.
- More Helpful Customer Service: Investing in training and support tools can help staff respond quicker and with more empathy, making each interaction feel personal and positive.
- Modern Planes, Better Comfort: Upgrading aircraft means more comfort, less fuel, and a better overall flight experience for everyone onboard.
- Easier Digital Tools: From checking in to boarding, simple and reliable digital options can help passengers feel more in control and less stressed.
American Airlines has what it takes to lead the way. With small, smart changes focused on people, it can turn good flights into great ones—and keep customers coming back.
How to Measure and Improve Your NPS?
Want to know how your customers really feel—and how to turn that feedback into growth? With QuestionPro, measuring and improving your Net Promoter Score (NPS) is simple and impactful.
1. Get Started with an NPS Survey
Use QuestionPro’s pre-built NPS survey template to quickly gather insights. It includes the classic 0–10 rating and a follow-up question to understand why customers feel the way they do.
2. Reach People Where They Are
Share your survey through email, SMS, QR codes, or a link. Looking for niche feedback? QuestionPro Audience helps you reach the right group based on location, industry, or demographics.
3. Watch Feedback Roll In
Your results are calculated in real time—no spreadsheets needed. Instantly see who’s cheering you on (promoters), who’s neutral (passives), and who needs attention (detractors).
4. Use Insights to Improve
Turn feedback into action. Pinpoint weak spots, make changes, and monitor improvements with industry benchmarks so you always know where you stand.
With QuestionPro, tracking NPS isn’t a one-time task—it’s a smart, ongoing way to boost customer loyalty and build stronger relationships.
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.
American Airlines isn’t the only company in the airline industry with valuable lessons for those looking to improve their customer service and experience. Below, we recommend a few articles where you can learn how other major airlines manage to maintain a high NPS and a loyal customer base — you’ll surely find some useful insights along the way.
