NPS Blog

Airlines turn to NPS to cut customer turbulence

After irritating travelers with delays, oversold flights, baggage fees, dwindling amenities, poor communications and a host of other missteps, airlines are taking steps to earn back the loyalty of passengers.

And several carriers use a Net Promoter system as their guide, reports travel editor Scott McCartney in a new Wall Street Journal article. Not only are these companies asking customers for feedback, they’re proving that they’re listening. From the article:

“NPS is core to how we make decisions,” said Robin Hayes, JetBlue’s chief commercial officer. One example: NPS influenced JetBlue’s choice to offer customers one free checked bag when rival carriers began instituting baggage fees. Executives believed that the revenue generated by a new fee would be offset, in the long run, by lower revenue from weakened loyalty.

NPS has been playing an increasing role in the airline industry, from helping to engage employees and improve customer service to supporting the design of a better customer experience. On a personal level, NPS even helped save my family vacation.

So it’s encouraging to see airlines use real-time feedback to help them improve the passenger experience, and realize the importance of earning loyalty. NPS is helping many airlines around the world prioritize and eradicate the root cause of customers’ frustrations faster—and that’s the first step toward solving them.

If you haven’t seen it, check out the Journal article here: ‘Dear Airline, Here’s the Problem…’

Photo credit: Freakland

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