JetBlue Net Promoter Score 2019 Benchmarks

Last known Net Promoter Score is

68

JetBlue's Net Promoter Score is based on responses to a single question, typically on a scale from 0 to 10:

"How likely are you to recommend JetBlue to a friend or colleague?

JetBlue's promoters are those who respond with a score of 9 to 10, and they are likely to create most value, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers. Detractors, responding with a score of 0 to 6 are believed to be less likely to exhibit the value-creating behaviors.

Responses of 7 and 8 are labeled passives, and their behavior falls in the middle of promoters and detractors.

The Net Promoter Score of JetBlue is a number from -100 to 100 calculated by subtracting the percentage of detractors from the percentage of customers who are Promoters.

Travel and Hospitality / Airlines companies with similar Net Promoter Score

Company Score
JetBlue 68
Southwest 62
Air Malta 54
Delta air lines 38
US Airways -8

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 JetBlue's NPS of 68 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 Travel and Hospitality / Airlines is 43.

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 JetBlue 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 JetBlue 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 JetBlue

Company Industry Score
Wolseley core business Manufacturing 68
Palo Alto Networks Technology / Hardware 68
JetBlue Travel and Hospitality / Airlines 68
Softcat Technology / Software 67
PlanSource Insurance / Health and Life Insurance 67
Samsung Consumer Brands / Electronics 67
Duke's Fuqua School of Business Education 67
Stafford Hospital Healthcare / Hospitals and Care institutions 67
TNT Express Indonesia Logistics / Delivery/postal services 67
Peak 10 Technology / Hardware 67

Net Promoter Score benchmark sources

Score Date Source
68 2015-08-07 https://www.cuinsight.com/press-release/latest-credit-union-industry-benchmark-released-over-2-1-million-surveys-collected-by-member-loyalty-group
61 2014-10-21 http://www.prnewswire.com/news-releases/according-to-new-temkin-group-research-consumers-recommend-usaa-and-jetblue-the-most-citibank-and-hsbc-the-least-116299254.html

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