JetBlue
jetblue.com ↗In their words
“Net Promoter Score improved by nearly 10 points. And we ranked 6th place overall in Wall Street Journal's 2024 Airline Rankings, improving three spots from last place overall in 2023.”
“I mean, right now, I think it's important to get people on airplanes because what our research tells us is that our customer NPS scores are really active at record highs.”
“Our Net Promoter scores are near an all-time high, with a 10-point increase reflecting that our crew members are doing an exceptional job delivering a safe experience during these unique times.”
Disclosed NPS over time
Every Net Promoter Score JetBlue has published, by date.
NPS disclosures (61)
JetBlue Airways' Net Promoter Score rose by double digits in Q2 2025, with customer satisfaction also increasing considerably over the first half of the year.
JetBlue reported a Net Promoter Score increase of five points as part of its JetForward turnaround restructuring of operations leadership.
…value A secure financial future ✓ Improved key YoY operational metrics in Q2, including A14 increasing ~1 point and NPS improving 5 points ✓ Accelerated Fort Lauderdale (FLL) growth strategy ✓ Implemented banked schedule to set up over 150 daily…
JetBlue's Net Promoter Score improved 5 points year-over-year during Q2 2026.
JetBlue Airways posted double-digit year-over-year improvement in Net Promoter Score in Q1 2025 earnings.
…EBIT (1) Targets Network ~$175M ~$850-950M ✓ Initiated multi-year investment to improve on-time performance: ✓ Net Promoter Score back to top of industry ✓ Re-deployed 20%+ of our network since the beginning of 2024 ✓ Regained top spot in Fort…
Net Promoter Score (NPS) improved by 8 points year-over-year, and 17 points since the beginning of 2024, reflecting the progress delivered in the first full year of JetForward.
8-point improvement in Net Promoter Score in 2025
…EBIT (1) Targets Network ~$175M ~$850-950M ✓ Initiated multi-year investment to improve on-time performance: ✓ Net Promoter Score back to top of industry ✓ Re-deployed 20%+ of our network since the beginning of 2024 ✓ Regained top spot in Fort…
JetBlue stock steadied with a seven-point rise in Net Promoter Score highlighted as a key customer experience improvement.
Net Promoter Score increased eight points year over year reflecting customer satisfaction driven by these operational reliability improvements.
JetBlue Airways lifted its Net Promoter Score by 8 points in 2025, part of a 17-point improvement since a prior period.
…Net Promoter Score (NPS) increased eight points year-over-year (YoY) as investments in operational reliability ramped • Introduced collaboration with United Airlines, called Blue Sky, and launched initial phase - reciprocal loyalty accrual and redemption •
…Service ◦ Third quarter 2025 on-time performance was up two points, with completion factor in-line to last year. ◦ Net Promoter Score was up low-single digits for the quarter and remained up double digits for the year, building on improvements from…
JetBlue Airways highlights recent achievements at investor conference, including significant year-over-year improvement in Net Promoter Score.
…investment to improve on-time performance: ✓ Recognized by WSJ as the most improved in their ‘24 rankings ✓ Net Promoter Score was up double digits YoY in 1H 2025 ✓ Re-deployed 20%+ of our network since the beginning of 2024 including: ✓…
Customer satisfaction and Net Promoter Scores soared following JetBlue's TrueBlue Travel loyalty programme launch.
JetBlue's Net Promoter Score increased by double digits year-over-year in Q2 2025, with company citing industry-leading performance.
JetBlue achieved a double-digit increase in Net Promoter Score in Q2 2025, reflecting improved operations and customer satisfaction.
Continued progress on JetForward drove improved on-time performance (2) and completion factor in 2Q, resulting in a double digit increase in Net Promoter Score, and CASM ex-Fuel (3) up 6.0% YoY, outperforming better end of guidance range Making progress…
Reliable & Caring Service ◦ Reliability investments drove a four point year-over-year improvement in A14 as well as a double-digit improvement in Net Promoter Score, marking consecutive quarterly gains for both metrics. ◦ Reliability initiatives from…
2023. — Improved customer satisfaction as measured by the Net Promoter Score (NPS) by nearly 10 points vs. 2023 - best in industry. — Ranked 6th overall in The Wall Street Journal’s 2024 Airline Rankings, a three-spot improvement from the prior year. —…
Net Promoter Score improved by nearly 10 points. And we ranked 6th place overall in Wall Street Journal's 2024 Airline Rankings, improving three spots from last place overall in 2023.
…all 3Q guidance metrics Better operational reliability drove a 12 pt. improvement to on-time performance (1) and double digit improvement in Net Promoter Score (NPS) year-over-year (YoY) 3Q24 adjusted operating margin (2) of (0.4%), five points…
We measure and monitor customer feedback regularly which helps us to continuously improve customer satisfaction. One way we do so is by measuring our net promoter score, or NPS.
One way we do so is by measuring our net promoter score, or NPS. This metric is used by companies in a broad range of industries to measure and monitor the customer experience.
We measure and monitor customer feedback regularly which helps us to continuously improve customer satisfaction. One way we do so is by measuring our net promoter score, or NPS.
I mean, right now, I think it's important to get people on airplanes because what our research tells us is that our customer NPS scores are really active at record highs.
JetBlue Airways president reports NPS near all-time high in Q3 2020 following a 10-point increase.
Our Net Promoter scores are near an all-time high, with a 10-point increase reflecting that our crew members are doing an exceptional job delivering a safe experience during these unique times.
In addition, we’re also very pleased to see our industry leading and record high Net Promoter Scores, reflecting how well JetBlue is meeting the commitments of our safety from the ground up program.
…Measure Weight Target Performance Achieved Payout Achieved as a % of Target Actual Payout Approved as a % of Target Customer NPS (1) 33.33% 59.0 pts 54.3pts Controllable Cost (1) 33.33% 1.8% 0.8% 87.8% 87.8% Pre-tax Margin (1) 33.33% 9.1% 9.5% (1)…
One way we do so is by measuring our net promoter score, or NPS. This metric is used by companies in a broad range of industries to measure and monitor the customer experience.
JetBlue Airways' net promoter score increased approximately seven points year-on-year following A320 restyling.
We're seeing about seven-point increase in net promoter score versus the A320s that have not been restyled. So, we think the program is great.
So that is – takes the – so we have now going forward a third on margin, a third on ex-fuel CASM and a third on customer NPS. So, again that up weights the importance of both margin and ex-fuel CASM and then part of the LTIP incentive and we were…
…Payout Achieved as a % of Target Actual Payout Approved as a % of Target On Time Performance 30% 75.6% 72.1% Customer NPS (1) 20% 63.0pts 58.7pts 85.1% 85.1% Controllable Cost (1) 30% 0% -(0.2)% Pre-tax Margin (1) 20% 11.8% 9.4% (1) Customer…
JetBlue has registered higher net promoter scores among passengers on newly retrofitted aircraft.
One way we do so is by measuring our net promoter score, or NPS. This metric is used by companies in a broad range of industries to measure and monitor the customer experience.
One, can you say the improvement you’ve seen in your Net Promoter Score, I think Steve or Marty referred to it earlier in the presentation, I’m just wondering if you can just mentioned the improvement.
…Achieved as a % of Target Actual Payout Approved as a % of Target On Time Performance 30% 79.0% 72.6% 38.3% 55% Customer NPS 20% 66.0% 59.8% Controllable Cost 30% 2.5% 3.5% Pre-tax Margin 20% 13.6% 14.1% (1) Customer Net Promoter Score, or NPS, is…
One way we do so is by measuring our net promoter score, or NPS. This metric is used by companies in a broad range of industries to measure and monitor the customer experience.
(xxxi) customer satisfaction / net promoter score; or (xxxii) any combination of the foregoing.
…NPS 20% 66.0% 63.8% 58.9% 70% Controllable Cost 40% 0.5% 1.1% Pre-tax Margin 20% 19.2% 18.3% (1) Customer NPS, or Net Promoter Score, is a non-financial measure that assesses brand loyalty based on a customer’s subjective survey responses to a…
One way we do so is by measuring our net promoter score, or NPS. This metric is used by companies in a broad range of industries to measure and monitor the customer experience.
…Performance Achieved as a Approved as a Measure Weight Target Achieved % of Target % of Target D0 20% 65.0% 60.9% Customer NPS (1) 20% 65.5% 66.3% Controllable Cost (2) 30% 1.0% 0.5% 130.7% 130.7% Pre-tax Margin (3) 30% 9.8% 17.1% (1) Customer NPS…
One way we do so is by measuring our net promoter score, or NPS. This metric is used by companies in a broad range of industries to measure and monitor the customer experience.
(xxxi) customer satisfaction / net promoter score; or (xxxii) any combination of the foregoing.
…a Approved as a Measure Weight Target Achieved % of Target % of Target Ex fuel ex profit sharing CASM 33% 2.9% 3.2% Customer NPS 33% 65.2% 66.1% 115% 98% Operating Margin 33% 11.0% 8.9% (1) Customer NPS is a non-financial measure that assesses brand…
One way we do so is by measuring our net promoter score, or NPS. This metric is used by companies in many industries to measure and monitor the customer experience.
In 2013, we maintained our focus on three targets, equally weighted (33.3%): Customer Net Promoter Score (“NPS”), Operating Margin and Ex-Fuel CASM (cost per available seat mile).
One way we do so is by measuring our net promoter score, or NPS. This metric is used by companies in many industries to measure and monitor customer experience.
In addition, we further tightened our focus to three targets, equally weighted (33.3%): Customer Net Promoter Score (“NPS”), Operating Margin and Ex-Fuel CASM (cost per available seat mile).
One way we do so is by measuring our net promoter score, or NPS. This metric is used by many industries to gauge customer experience.
…the corporate performance factor was determined as follows: Measure(1) Weight Range Target Performance Achieved Customer NPS 33% 61 – 71% 66% 63.8% (within range) Ex Fuel CASM 33% 1.7% – -0.5% 0.5% 0.9% (within range) Op Margin 34% 1 – 11% 9.7%…
According to Satmetrix, we were recognized as the leader in the 2011 Net Promoter Industry Benchmarks for customer loyalty in the airline category for the second consecutive year.
(xxx) employee satisfaction/engagement/net promoter score; (xxxi) customer satisfaction / net promoter score; or (xxxii) any combination of the foregoing.
For 2010, the corporate performance factor was determined as follows: Measure Target Performance Crewmember NPS 55 43 Customer NPS 70 62.8 Ex Fuel CASM 4 % 5.9 % Op Margin 8.3 % 8.8 % Free Cash Flow $ 46MM $ 225MM Our NPS performance was under target in…
Weighted Measure Weight Target Actual Performance Performance Payout % Crewmember NPS 25 % 55 % 53 % 20 % Customer NPS 25 % 65 % 71 % 40 % Operating Margin 25 % 10.2 % 8.5 % 15 % Liquidity 25 % 20 % 35 % 50 % â 2009 CPF =125% (20+40+15+50) We…
…and respect Achieve a target approval rating of 77% on a crewmember survey We scored 77% Create customer loyalty Achieve a base target range of 68% measured according to our net promoter score(1) We scored 65% Optimize route portfolio and manage…
• Achieve 70% Net Promoter Score, which involves developing and implementing a process to define, measure and report net promoter score and its causal metrics on a quarterly basis by first quarter; and growing our TrueBlue members by 30%.
Retention disclosures (1)
JetBlue has integrated fee waivers into loyalty programs as a value proposition to retain premium customers during disruptions.
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.