Virgin America Inc.
virginamerica.com ↗In their words
“Service Mishandled Baggage Performance 7.5% <1.65 bags per 1,000 guests .95 bags per 1,000 guests Target Exceeded Guest Service Net Promoter Score 7.5% > 67% 74% Target Exceeded Safety & Team Member Engagement Aircraft Ground Damage 5% 2.2 per…”
“Both guest service objectives were exceeded with a guest net promoter score at 74%, higher than the goal of 67%, and a mishandled baggage score of less than .95 bags per 1,000 guests, surpassing the targeted objective.”
“Both guest service objectives were met with a guest net promoter score above 67% and a mishandled baggage score of less than 1.65 bags per 1,000 guests.”
Disclosed NPS over time
Every Net Promoter Score Virgin America Inc. has published, by date.
NPS disclosures (9)
…Ground Damage 5% 2.20 per 10,000 departures People Teammate Engagement 5% 3.78(1) Guest Service Baggage Performance 7.5% 1.95 < = 1.65 bags per 1,000 guests 1.25 Net Promoter Score 7.5% >= 67% (1) Based on teammate survey of twelve engagement questions.
…Service Mishandled Baggage Performance 7.5% <1.65 bags per 1,000 guests .95 bags per 1,000 guests Target Exceeded Guest Service Net Promoter Score 7.5% > 67% 74% Target Exceeded Safety & Team Member Engagement Aircraft Ground Damage 5% 2.2 per…
Both guest service objectives were exceeded with a guest net promoter score at 74%, higher than the goal of 67%, and a mishandled baggage score of less than .95 bags per 1,000 guests, surpassing the targeted objective.
Both guest service objectives were met with a guest net promoter score above 67% and a mishandled baggage score of less than 1.65 bags per 1,000 guests.
Both guest service objectives were met with a guest net promoter score above 67% and a mishandled baggage score of less than 1.65 bags per 1,000 guests.
Both guest service objectives were met with a guest net promoter score above 67% and a mishandled baggage score of less than 1.65 bags per 1,000 guests.
Both guest service objectives were met with a guest net promoter score above 67% and a mishandled baggage score of less than 1.65 bags per 1,000 guests.
Both guest service objectives were met with a guest net promoter score above 67% and a mishandled baggage score of less than 1.65 bags per 1,000 guests.
Both guest service objectives were met with a guest net promoter score above 67% and a mishandled baggage score of less than 1.65 bags per 1,000 guests.
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.