Malaysia Airlines
malaysiaairlines.com ↗In their words
“Malaysia Airlines reported reduced losses in Q4; however, the Net Promoter Score dropped from 54 to 31 points.”
“Malaysia Airlines NPS improved significantly to +54 in 2021 from +3 in 2018, alongside customer satisfaction index rising to 84% from 74%.”
“Malaysia Airlines' NPS climbed to +14 compared to -22 in the prior three years as part of restructuring.”
Disclosed NPS over time
Every Net Promoter Score Malaysia Airlines has published, by date.
NPS disclosures (9)
Malaysia Airlines reported reduced losses in Q4; however, the Net Promoter Score dropped from 54 to 31 points.
Malaysia Airlines NPS improved significantly to +54 in 2021 from +3 in 2018, alongside customer satisfaction index rising to 84% from 74%.
Malaysia Airlines' NPS climbed to +14 compared to -22 in the prior three years as part of restructuring.
Malaysia Airlines recorded a 14-point increase in Net Promoter Score year-on-year in June.
Malaysia Airlines' Net Promoter Score and customer satisfaction index recorded uptrend following improvements in cabin and check-in services.
Malaysia Airlines reported net promoter score increased 22 points and customer service index improved 4% last year.
Malaysia Airlines reported net promoter score increased 22 points in 2018 alongside digital initiatives.
Malaysia Airlines reported net promoter score increasing by 21 points and customer satisfaction index up 7% year-over-year.
Malaysia Airlines reported net promoter score increase of 21 points and customer satisfaction index rise of 7%, driven by operational improvements.
Retention disclosures (1)
Malaysia Airlines is expanding with direct flights to India and forming partnerships in travel and financial sectors to build value-added services and improve customer retention.
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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.