NPS Benchmarks for Airlines
Airline NPS is strongly correlated with on-time performance, seat comfort, and crew friendliness. Low-cost carriers often score lower due to ancillary fees, while premium carriers benefit from loyalty program halo effects.
NPS Score Distribution
NPS scale: -100 to +100
Score Breakdown
+27
Average Score
+23
Median Score
+5
Bottom Quartile
+40
Top Quartile
+55
Top Performers
Tips to Improve Your NPS
- 1
Communicate delays proactively with rebooking options before passengers ask.
- 2
Improve the boarding process to reduce stress and gate congestion.
- 3
Invest in seat comfort and cleanliness, the two factors passengers mention most.
- 4
Empower gate agents and crew to resolve issues with compensation authority.
- 5
Survey passengers within 24 hours of landing while the experience is vivid.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.