Alaska Air Group
alaskaair.com ↗In their words
“Our net promoter scores continue to lead the industry, and our guest experience is only getting better. With the reservation cutover behind us, guest satisfaction is climbed 7 points since last quarter led by Hawaii, which jumped 10 points.”
“And finally, despite winter weather and severe rainstorms in Hawaii, we delivered the industry's number one on-time performance in the first quarter along with very high net promoter scores—another indicator that integration friction is in the rearview…”
“The first is, do you guys focus on net promoter score? And have you – if so, have you seen an improvement year-over-year and since the merger?”
NPS disclosures (9)
…Execution Earnings Progress 1 ~2/3 of the $1B incremental profit target achieved Delivered Without Tradeoffs #1 NET PROMOTER SCORE 2 Highest in the industry through the merger #1 ON - TIME PERFORMANCE 3 Industry - leading year -to-date performance…
Our net promoter scores continue to lead the industry, and our guest experience is only getting better. With the reservation cutover behind us, guest satisfaction is climbed 7 points since last quarter led by Hawaii, which jumped 10 points.
And finally, despite winter weather and severe rainstorms in Hawaii, we delivered the industry's number one on-time performance in the first quarter along with very high net promoter scores—another indicator that integration friction is in the rearview…
Alaska Airlines retained its strong reputation for customer service, as evidenced by consistently high Net Promoter Scores.
already industry-leading net promoter score
These investments will serve to sustain and improve an already industry-leading net promoter score for both Alaska Airlines and Hawaiian Airlines – 20 points above the legacy carriers’ average.
Alaska Air Group net promoter score has not fallen below 60% since Virgin America merger in 2016.
The first is, do you guys focus on net promoter score? And have you – if so, have you seen an improvement year-over-year and since the merger?
So, I'm wondering does it make sense to talk about it in terms of a Net Promoter Score, which seems to be at least one of the definitive – more definitive measures of a company's brand and if so, is it north or south of Google?
Retention disclosures (2)
Alaska Airlines balances profitability with customer retention through its Atmos Rewards loyalty program strategy.
Alaska Airlines modified its loyalty program miles expiration policy as a strategic response to enhance customer retention in the competitive airline loyalty landscape.
Lighthouse companies in Travel, hospitality & leisure
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.