Net Promoter Score<\/a>, or NPS, is a simple way for businesses to find out how happy their customers are\u2014and how likely they are to recommend the brand to others. \u201cOn a scale from 0 to 10, how likely are you to recommend us to a friend?\u201d<\/strong><\/p>\n\n\n\n That one question tells a lot. Based on your answer, you\u2019re placed into one of three groups:<\/p>\n\n\n\n To calculate your NPS:<\/p>\n\n\n\n % of Promoters \u2013 % of Detractors = NPS<\/strong><\/p>\n\n\n\n To figure out the NPS, companies subtract the percentage of Detractors from the percentage of Promoters. The score can go from -100 (really bad) to +100 (amazing).<\/p>\n\n\n\n People trust recommendations. If lots of customers are willing to spread the word, it\u2019s a sign the company is doing something right. If not, it shows there\u2019s room for improvement.<\/p>\n\n\n\n NPS helps businesses understand how customers really feel\u2014and what they can do to make things better.<\/p>\n\n\n\n The QuestionPro NPS Calculator makes it easy to calculate your Net Promoter Score in just a few clicks. Whether you’re entering the number of promoters, passives, and detractors manually or using its built-in goal-setting feature, the tool instantly shows your NPS score, giving you a clear picture of customer loyalty<\/a>.<\/p>\n\n\n\n But it doesn\u2019t stop there. With QuestionPro, you can do more than just crunch numbers. The platform lets you gather real-time feedback through surveys at multiple customer touchpoints, track how your score changes over time, and take action based on what your customers are saying.<\/p>\n\n\n\n From email surveys to in-store kiosks, QuestionPro helps you collect, calculate, and improve your NPS\u2014all from one easy-to-use platform.<\/p>\n\n\n\n <\/p>\n\n\n\n According to QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report<\/a>, the airline industry earned an NPS of 33<\/strong>, placing it in the middle of the pack among the seven industries analyzed.<\/p>\n\n\n\n To understand how airlines compare, here\u2019s a look at NPS scores across various industries from the same study:<\/p>\n\n\n\n While the airline industry trails behind sectors like hospitality and banking, a score of 33 still reflects a fair level of customer satisfaction and brand loyalty<\/a>. It suggests that passengers are generally pleased with their experience but that there\u2019s still room to improve, especially in areas like service consistency, communication, and in-flight experience.<\/p>\n\n\n\n As travel demand grows and expectations rise, airlines that focus on enhancing customer experience can boost their NPS and stand out in a highly competitive space.<\/p>\n\n\n\n With an average NPS of 33, the airline industry falls into the “good performance<\/strong>” category. This suggests that many passengers are satisfied and willing to recommend their airline, but it also signals room for improvement. For airlines to move from \u201cgood\u201d to \u201cexcellent,\u201d the focus should be on delivering consistently smooth, customer-centric travel experiences across all touchpoints, from booking to baggage claim.<\/p>\n\n\n\n Our analysis highlights clear differences in NPS performance across major airlines, showing how service quality, pricing transparency, and in-flight experience directly impact passenger loyalty and satisfaction.<\/p>\n\n\n\n This benchmark focuses on some of the most recognized airline brands. If you believe an important carrier is missing, feel free to let us know.<\/p>\n\n\n\n These insights come from QuestionPro’s latest study, which surveyed 1,000 participants<\/strong> to measure NPS across leading companies and industries. The report is based on real customer feedback from Q1 2025<\/strong> and is updated quarterly.<\/p>\n\n\n\n We invite you to download the full report. It’s a valuable resource for evaluating your company’s performance and determining your customers’ perceptions of you.<\/p>\n\n\n\n
Think of it like this: after buying something or using a service, you might get a quick survey that asks:<\/p>\n\n\n\n\n
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How to Calculate NPS with the QuestionPro NPS Calculator<\/h3>\n\n\n\n
What\u2019s a Good NPS Score for the Airline Industry?<\/strong><\/h2>\n\n\n\n
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NPS Score Interpretation for Airlines<\/h3>\n\n\n\n
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Airline NPS Benchmarks: Who\u2019s Winning and Who\u2019s Not<\/strong><\/h2>\n\n\n\n
![\"download-full-report-airlines\"](\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/download-full-report-airlines.jpg\")
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