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2018 NPS® & CX Benchmarks

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Delta Air lines

Company Type: B2C

Company Size: Large

NPS

(3 points )

Delta Air Lines, Inc., commonly referred to as Delta, is a major American airline, with its headquarters and largest hub at Hartsfield–Jackson Atlanta International Airport in Atlanta, Georgia. Delta is one of the four founding members of the SkyTeam airline alliance, and operates joint ventures with AeroMexicoAir France-KLMAlitaliaKorean AirVirgin AtlanticVirgin Australia, and WestJet (Once approved by both Canadian and American governments). Delta Air lines announced on Feb. 27th, 2018 that it received a domestic net promoter score of 41.5%, its highest ever. According to Delta, this shows its continuous appeal to customer loyalty and growth, as that score was 20% in 2011.

NPS Benchmarks Certified

Yes

Feedback Collection Method

N/A

Net Promoter Type

Transactional & Relationship

Response Rate

N/A

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Delta Air lines News

Date

Update Description

Score Change

Link

03/01/11

Delta Air lines's net promoter score (NPS) for 2011 was 20%.

20

01/20/15

Delta Air Lines achieves Net Promoter Score of 33 for 2015.

33

(13 points )

01/19/16

Delta Air lines announces year-to-date domestic net promoter score (NPS) increased more than four points to 38% for 2016.

38

(5 points )

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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good industry score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

About NPSBenchmarks.com

NPSBenchmarks.com collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.