Estimated Net Promoter Score is
Delta Air Lines, Inc. is a major American airline, with its headquarters and largest hub at Hartsfield–Jackson Atlanta International Airport in Atlanta, Georgia. The airline along with its subsidiaries and regional affiliates operate over 5,400 flights daily and serve an extensive domestic and international network that includes 319 destinations in 54 countries on six continents, as of October 2016. Delta is one of the four founding members of the SkyTeam airline alliance, and operates joint ventures with Air France-KLM, Alitalia, Korean Air, China Eastern Airlines, Virgin Atlantic, and Virgin Australia. Regional service is operated under the brand name Delta Connection.
One of the five remaining legacy carriers, Delta is the sixth-oldest operating airline by foundation date, and the oldest airline still operating in the United States. The company's history can be traced back to Huff Daland Dusters, founded in 1924 in Macon, Georgia as a crop dusting operation. The company moved to Monroe, Louisiana, and was later renamed Delta Air Services, in reference to the nearby Mississippi Delta region, and commenced passenger services on June 17, 1929. Among predecessors of today's Delta Air Lines, Western Airlines and Northwest Airlines began flying passengers in 1926 and 1927, respectively.
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.
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 Airlines is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Delta Air Lines 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 Delta Air Lines 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.
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.
|Telfort||Telecommunications / Wireless Carrier||-3|
|Comcast||Consumer Brands / Car Manufacturers||-3|
|CIGNA||Insurance / Health and Life Insurance||-1|
|Chase||Financial Services / Banking||-1|
|Vodafone||Telecommunications / Wireless Carrier||-1|
|Ocado||Consumer Brands / Grocery||-4|
|Time Warner||Telecommunications / Cable/TV service||-5|
|Time Warner Cable||Telecommunications / Cable/TV service||-5|
|Sky||Telecommunications / Cable/TV service||-5|
|BBC||Media / Cable/TV service||-5|
We have estimated the Net Promoter Score of Delta Air Lines based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.