China Southern Airlines Company Limited Net Promoter Score 2017 Benchmarks

Estimated Net Promoter Score is

11

China Southern Airlines Company Limited is an airline headquartered in Baiyun District, Guangzhou, Guangdong Province, China. It is the world's fourth-largest airline measured by passengers carried and Asia's largest airline in fleet size, revenue and passengers carried. It is the fourth-largest airline in the world in domestic passenger traffic and the sixth-largest in scheduled domestic passenger-kilometres flown. From its main hubs at Beijing Capital International Airport and Guangzhou Baiyun International Airport, the airline flies to 193 destinations using a fleet of more than 500 aircraft.

China Southern Airlines was established on 1 July 1988 following the restructuring of the Civil Aviation Administration of China. Since then, it acquired and merged with a number of domestic airlines, becoming one of China's "Big Three" airlines. China Southern Airlines is a member of SkyTeam. The airlines's logo is a red kapok flower on a blue vertical tail fin.

In 2014, China Southern Airlines carried more than 100 million domestic and international passengers with an average load factor of 85%.

Quick facts about China Southern Airlines Company Limited

Focus cities

Changchun Chengdu Changsha Dalian Guiyang Haikou Hangzhou Harbin Seoul-Incheon Jieyang Shenyang Shenzhen Wuhan Xi'an Zhengzhou Zhuhai

Key people

Tan Wangeng (S: 谭万庚, T:, 譚萬庚, P: Tán Wàngēng, Vice Chairman/President)

IATAICAOCallsign

IATA ICAO Callsign CZ CSN CHINA SOUTHERN CZCSNCHINA SOUTHERN

Secondary hubs

Chongqing Shanghai-Pudong Ürümqi

Website

us.csair.com csair.com (Chinese)

What is Net Promoter Score?

NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.

It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.

The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.

Learn more about NPS

Is China Southern Airlines Company Limited's estimated NPS of 11 considered to be good?

Yes, it is.

Net Promoter Score is a number from -100 from 100.

Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.

The industry average for Transportation / Air Freight / Delivery Services is 0.

Browse NPS benchmarks

How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If China Southern Airlines Company Limited sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.

On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.

Therefore, comparing the NPS score of China Southern Airlines Company Limited with your own without any further context is not that useful.

What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.

What is Customer.guru? Why is useful?

After successfully using Net Promoter Score for our own e-commerce projects,
 we have decided to let anyone benefit from what we've learned.



We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.

Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.

Learn more

Other companies with Net Promoter Score similar to China Southern Airlines Company Limited

Company Industry Score
Yahoo! Consumer Brands / Internet 9
TD Bank Financial Services / Banking 10
Google Consumer Brands / Internet 11
KPN Telecommunications / Wireless Carrier 11
Showtime Consumer Brands / Entertainment 11
Blockbuster on Demand Consumer Brands / Entertainment 11
China Southern Airlines Company Limited Transportation / Air Freight / Delivery Services 11
MTV Consumer Brands / Entertainment 12
DirecTV Telecommunications / Cable/TV service 12
AXA Financial Services / Banking 12
Netflix Consumer Brands / Entertainment 13

We have estimated the Net Promoter Score of China Southern Airlines Company Limited based on the publicly available information
including the the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.

Do you think this information is incorrect? Report incorrect information. Do you have more accurate data? Submit NPS score.