Loyalty in Airline Industry

Key Takeaways:

- Airlines received an average NPS of -1 which is 13 Points lower than the 20 industry average and the second lowest score of any industry included in the study


- There is a strong positive relationship between a companys NPS and its performance on the XMI Customer Ratings - overall benchmark, a composite metric measuring customer experience (CX).


- Compared to detractors, promoters are 4.4x more likely to purchase more from an airline, 5.5x more likely to trust an airline, and 5.6x more likely to forgive an airline if it makes a mistake.


Source: xminstitute