NPS Intelligence (beta)

The only program of its kind offered by a US carrier. Today, operational reliability, people, and technology deliver better outcomes for our customers and support Delta's leadership in Net Promoter Score.

Delta Air Lines' customer satisfaction on JFK-LAX route measured 9.2 points below mainline domestic score.

Delta achieved a 25-point improvement in NPS during periods of irregular operation through in-flight entertainment enhancements with DraftKings.

Our customers are noticing. This has driven more than a 25 improvement in NPS during periods of irregular operations. A more reliable customer experience starts with a more reliable fleet.

Delta Air Lines' JFK–LAX route customer experience NPS runs 9.2 points below mainline domestic average.

Delta's customer satisfaction, measured by Net Promoter Score, has fallen on key routes, prompting warnings to pilots.

Delta Air Lines issued an internal warning to pilots citing a significant decline in the company's Net Promoter Score, which measures customer satisfaction.

Delta Air Lines anticipates overall customer satisfaction measured by NPS will increase from new cabin service policy.

…$67 million under Delta’s Shared Rewards Program, our broad-based operational incentive program, thanks to the hard work of our employees meeting key operational performance goals during 2025 (on-time arrival, baggage handling, flight completion and net promoter score) recognizing that superior performance by our frontline employees directly affects customer satisfaction.

Delta's Net Promoter Score had collapsed prior to its pivot to premium strategy.

Operationally, Delta continues to set the standard for reliability and customer experience. We have the number one net promoter score among major airlines, and Cirium recently recognized our employees for the fifth consecutive year, naming Delta as the US industry's most on-time airline.