Even as COVID-19 grounds airline, Delta’s NPS soars to new heights

Delta Air Lines, the air carrier, has seen an increase in its Net Promoter Score (NPS) despite the COVID-19 pandemic.

Why it matters

The airline industry has endured a significant decline in customer usage during the COVID-19 pandemic. Players in the category, however, can build significant brand equity, and potentially long-term relationships, with people who are still flying through their enhanced safety measures and service levels.

Takeaways

  • Brands in travel and transportation have a huge array of consumer-facing touchpoints, and must ensure that customer service is consistent throughout the brand experience.
  • Many airlines have been accused of ignoring customer needs in the past as they sought to maximize revenues, but a renewed emphasis on consumer insights is now essential.
  • Marketers...

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Insights Team
Bray Leino

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