JetBlue Leads Airline Industry in Customer Loyalty for Second Consecutive Year in the Satmetrix 2011 Net Promoter® Benchmark Study

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We are proud to receive the highest customer loyalty ranking in the airline industry for the second consecutive year based on the Satmetrix 2011 Net Promoter® industry rankings. We received a Net Promoter Score (NPS) of 60 percent, 45 points higher than the industry average that profiled eight national carriers.

NPS is based on customers’ likelihood to keep flying and recommend JetBlue to others.  NPS is calculated as the percentage of customers who are Promoters, rating the airline 9 or 10 on a zero-to-ten point scale, minus the percentage who are Detractors, rating 6 or lower. Consumers also rated JetBlue on various aspects of customer experience, including product or service features, customer service and overall value, allowing Satmetrix to analyze drivers of loyalty and performance gaps.

The Net Promoter Benchmark rankings are based on survey responses from more than 22,000 U.S. consumers nationwide. Each consumer rates up to two companies from whom they have purchased products or services within the previous 12 months. A company’s Net Promoter Score, or NPS®, is based on customers’ likelihood to recommend the company. NPS is calculated as the percentage of customers who are Promoters, rating the company 9 or 10 on a zero-to-ten point scale, minus the percentage who are Detractors, rating 6 or lower. Consumers also rated each company on various aspects of customer experience, including product or service features, customer service and overall value, allowing Satmetrix to analyze drivers of loyalty and performance gaps for each company.