Delta Air Lines aims for 65 NPS score to 'bring in the additional revenue'

10 August, 2020

Delta Air Lines CEO Ed Bastian said the carrier is aiming for a Net Promoter Score (NPS) of 65 for 2H2020 (Bloomberg, 07-Aug-2020). He noted passengers are "switching their loyalty to Delta because of the safety practices we have in place, and the care we take to ensure cleanliness and comfort". Mr Bastian stated: "Achieving this level of customer satisfaction will help bring in the additional revenue we need to reduce our cash burn... It also will build additional loyalty and affinity for our brand, which will power our growth when demand begins to come back".