In their words
“During the quarter, this service quality indicator increasing by seven points and reached 45, GOL's highest score to date, reflecting the consistent force towards the improvement of our customer experience.”
“This performance reflects our commitment to operational efficiency and customer satisfaction and was a key factor in the 24% increase in our NPS over the past year.”
“We also record a year-over-year improvement of five percentage points in our NPS, Net Promoter Score, alongside important advances to improve the customer experience and strengthening our presence in the high added value corporate segment.”
Disclosed NPS over time
Every Net Promoter Score GOL has published, by date.
NPS disclosures (9)
We constantly monitor our Customers' opinions ... through the Net Promoter Score (NPS)
This performance reflects our commitment to operational efficiency and customer satisfaction and was a key factor in the 24% increase in our NPS over the past year.
We also record a year-over-year improvement of five percentage points in our NPS, Net Promoter Score, alongside important advances to improve the customer experience and strengthening our presence in the high added value corporate segment.
During the quarter, this service quality indicator increasing by seven points and reached 45, GOL's highest score to date, reflecting the consistent force towards the improvement of our customer experience.
GOL's Net Promoter Score (NPS) was 38 in the quarter
GOL's Net Promoter Score was 38 in the quarter, described as a solid metric from best-in-market customer experience.
…we'll adjust on the customer side in terms of the procedures and the direct feedback we get because, as you know, we also manage our company with -- using NPS, and we have the direct feedback on that as well in terms of how the customers are feeling…
Retention disclosures (0)
No retention figures yet.
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.