{"id":1028253,"date":"2025-06-26T04:38:58","date_gmt":"2025-06-26T11:38:58","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1028253"},"modified":"2026-09-29T03:37:31","modified_gmt":"2026-09-29T10:37:31","slug":"united-airlines-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/united-airlines-nps\/","title":{"rendered":"United Airlines NPS 2025: What the Score Reveals About Customer Loyalty"},"content":{"rendered":"\n

United Airlines NPS 2025 data puts the airline’s Net Promoter Score at 25, well behind the U.S. airline industry average of 33. That gap says less about a single bad flight and more about a pattern travelers keep running into.<\/p>\n\n\n\n

Loyalty in air travel gets built or lost across dozens of small moments, from booking to baggage claim. Net Promoter Score captures the sum of those moments in one number, based on how likely passengers are to recommend an airline to someone else.<\/p>\n\n\n\n

In this article, we\u2019ll break down United’s 2025 NPS score, compare it against other major U.S. carriers, and cover the steps that move a score like this one closer to the industry lead.<\/p>\n\n\n\n\n\n

What is United Airlines’ NPS score in 2025?<\/strong><\/h2>\n\n\n\n

United Airlines’ Net Promoter Score for 2025 is 25. The figure comes from QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report<\/a>, which surveyed 1,000 U.S. airline passengers.<\/p>\n\n\n\n

A score of 25 is positive, since more passengers promote United than criticize it. It still sits eight points below the airline industry average of 33, a gap that points to inconsistent service rather than one isolated failure.<\/p>\n\n\n\n

Scores between 0 and 30 are generally read as acceptable, not strong. United lands near the middle of that band, ahead of carriers passengers actively warn others away from, but behind the ones people go out of their way to recommend.<\/p>\n\n\n\n

United Airlines NPS breakdown for 2025<\/strong><\/h2>\n\n\n\n

The overall score of 25 comes from three passenger groups. Splitting out the percentages shows exactly where United keeps loyalty and where it leaks it.<\/p>\n\n\n\n

\"United-Airlines-NPS-Performance\"<\/figure>\n\n\n\n
\n \n \n \n \n \n \n \n
Passenger group<\/th>\n NPS scale<\/th>\n Share of respondents<\/th>\n What it signals<\/th>\n <\/tr>\n <\/thead>\n
Promoters<\/td>\n 9 to 10<\/td>\n 48%<\/td>\n Loyal fliers who would recommend United to others<\/td>\n <\/tr>\n
Passives<\/td>\n 7 to 8<\/td>\n 29%<\/td>\n Satisfied but easily won over by a competitor<\/td>\n <\/tr>\n
Detractors<\/td>\n 0 to 6<\/td>\n 23%<\/td>\n Unhappy fliers likely to discourage others from booking<\/td>\n <\/tr>\n <\/tbody>\n <\/table>\n<\/div>\n\n\n\n

Almost half of United’s passengers are Promoters, which is a real foundation to build on. But nearly one in four are Detractors, and that share is large enough to drag the overall score down even with a healthy Promoter base.<\/p>\n\n\n\n

What is Net Promoter Score, and how is it different from CSAT?<\/strong><\/h2>\n\n\n\n

Net Promoter Score (NPS) is a one-question loyalty metric based on how likely a customer is to recommend a company, rated from 0 to 10. QuestionPro’s Net Promoter Score<\/a> resource breaks down the methodology in full.<\/p>\n\n\n\n

The formula is simple:<\/p>\n\n\n

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NPS = % Promoters \u2212 % Detractors<\/strong><\/p>\n<\/blockquote>\n\n\n

Customer Satisfaction Score (CSAT) is a different metric, even though the two get confused often. CSAT measures happiness with one specific interaction, like a check-in or a boarding process, while NPS measures loyalty to the brand as a whole. United’s CSAT score sits at 74%, a figure covered in the next section.<\/p>\n\n\n\n

For a full side-by-side comparison of NPS and CSAT, QuestionPro’s airline NPS benchmark guide<\/a> walks through both metrics across five major carriers.<\/p>\n\n\n\n

How does United Airlines’ NPS compare to other major airlines?<\/strong><\/h2>\n\n\n\n

United’s score does not exist in a vacuum. Placing it next to other major U.S. carriers, all measured in the same Q1 2025 report, shows how wide the loyalty gap really is.<\/p>\n\n\n\n

\n \n \n \n \n \n \n \n \n \n
Airline<\/th>\n 2025 NPS score<\/th>\n vs. industry average (33)<\/th>\n <\/tr>\n <\/thead>\n
JetBlue Airways<\/td>\n 50<\/td>\n +17<\/td>\n <\/tr>\n
Southwest Airlines<\/td>\n 48<\/td>\n +15<\/td>\n <\/tr>\n
Delta Air Lines<\/td>\n 43<\/td>\n +10<\/td>\n <\/tr>\n
American Airlines<\/td>\n 30<\/td>\n -3<\/td>\n <\/tr>\n
United Airlines<\/td>\n 25<\/td>\n -8<\/td>\n <\/tr>\n <\/tbody>\n <\/table>\n<\/div>\n\n\n\n
\"download-full-report-airlines\"<\/a><\/figure>\n\n\n\n