40
NPS
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Air New Zealand
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About Air New Zealand's Brand
Provider of airline services, which include international passenger and cargo transportation.
Brand at a Glance
80%
Customer Loyalty
4.3/5
Product Quality
3.7/5
Pricing
3.9/5
Customer Service
Air New Zealand NPS
Air New Zealand's Net Promoter Score (NPS) is a 40 with 60% Promoters, 20% Passives, and 20% Detractors. Net Promoter Score tracks whether Air New Zealand's customers would recommend using the product based on a scale of -100 to 100.
Air New Zealand Overall NPS
| 60% | Promoters |
|---|---|
| 20% | Passives |
| 20% | Detractors |
Air New Zealand NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2022 50 | Oct 2022 | 50 |
Apr 2023 33 | Apr 2023 | 33 |
May 2023 60 | May 2023 | 60 |
Jul 2023 66 | Jul 2023 | 66 |
Oct 2023 43 | Oct 2023 | 43 |
Nov 2023 50 | Nov 2023 | 50 |
Jan 2024 55 | Jan 2024 | 55 |
Feb 2024 45 | Feb 2024 | 45 |
Mar 2024 49 | Mar 2024 | 49 |
Jun 2024 46 | Jun 2024 | 46 |
Mar 2025 50 | Mar 2025 | 50 |
Jun 2025 40 | Jun 2025 | 40 |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Air New Zealand NPS by Gender
Air New Zealand's NPS was rated 20 by Male customers on Comparably.
Male
20
Air New Zealand's NPS was rated 20 by Male customers on Comparably.
40%
Promoters
40%
Passives
20%
Detractors
Female
N/A
Air New Zealand's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Air New Zealand NPS by Ethnicity
Air New Zealand's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 33 | Caucasian | 33 |
Asian or Pacific Islander 100 | Asian or Pacific Islander | 100 |
Air New Zealand NPS by Usage
Air New Zealand's NPS was rated 75 points by customers who have used Air New Zealand's products/services for Over 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years 75 | Over 10 Years | 75 |
Air New Zealand Customer Reviews
Out of the 2 Air New Zealand customer reviews 2 were positive and 0 were constructive. Air New Zealand customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Air New Zealand Customer Loyalty
80%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
80% of Air New Zealand users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Air New Zealand Customer Loyalty Score by Gender
Air New Zealand's Customer Loyalty score was rated 82 by Male customers on Comparably.
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Male
82%
Yes
Female
N/A
Yes
Air New Zealand Customer Loyalty Score by Ethnicity
Air New Zealand's Customer Loyalty score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Air New Zealand.
70
out of 100
Caucasian
100
out of 100
Asian or Pacific Islander
Air New Zealand Customer Loyalty Score by Usage
Air New Zealand's Customer Loyalty score was rated 100% by customers who have used Air New Zealand's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Air New Zealand Product Quality
4.3/5
Air New Zealand has an overall Product Quality score of 4.3 out of 5 stars rated by its users and customers.
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Air New Zealand Product Information
Air New Zealand’s product quality score is a 4.3 out of 5 as rated by its users and customers.
- Website
- www.airnewzealand.co.nz
- Company Size
- 10,000+ Employees
Quick Insights into Air New Zealand Product Quality
Air New Zealand's Product Quality score was rated highest by Asian or Pacific Islander customers, and rated lowest by Caucasian customers.
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Ranked Air New Zealand Product Quality the Highest
Ranked Air New Zealand Product Quality the Lowest
Air New Zealand Product Quality Score by Gender
Air New Zealand's Product Quality score was rated 4.2 by Male customers on Comparably.
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Male
4.2/5
Female
N/A
Air New Zealand Product Quality Score by Ethnicity
Air New Zealand's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Air New Zealand.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4 | Caucasian | 4 |
Asian or Pacific Islander 5 | Asian or Pacific Islander | 5 |
Air New Zealand Product Quality Score by Usage
Air New Zealand's Product Quality score was rated 4.5 stars by customers who have used Air New Zealand's products/services for Over 10 Years.
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Air New Zealand Pricing
Air New Zealand ROI & Value For Money
3.7/5
Air New Zealand has a value for money and ROI score of 3.7 out of 5 stars rated by its users and customers.
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Quick Insights into Air New Zealand ROI
Air New Zealand's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by Caucasian customers.
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Ranked Air New Zealand ROI the Highest
Ranked Air New Zealand ROI the Lowest
Air New Zealand ROI Score by Gender
Air New Zealand's ROI score was rated 3.5 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Air New Zealand.
Male
3.5/5
Female
N/A
Air New Zealand ROI Score by Ethnicity
Air New Zealand's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Air New Zealand.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Air New Zealand ROI Score by Usage
Air New Zealand's ROI score was rated 4.2 stars by customers who have used Air New Zealand's products/services for Over 10 Years.
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Air New Zealand Customer Satisfaction (CSAT)
Air New Zealand Customer Satisfaction (CSAT) Score
100 / 100
Air New Zealand has an overall Customer Satisfaction score of 100 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
46%
Satisfied
54%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Air New Zealand Customer Satisfaction
Air New Zealand's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers, and rated lowest by Caucasian customers.
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Ranked Air New Zealand Customer Satisfaction the Highest
Ranked Air New Zealand Customer Satisfaction the Lowest
Air New Zealand Customer Satisfaction Score by Gender
Air New Zealand's Customer Satisfaction score was rated 100 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Air New Zealand.
100 / 100
MaleVery Satisfied | 20% | |
|---|---|---|
Satisfied | 80% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Air New Zealand Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Air New Zealand's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Air New Zealand.
100 / 100
Very Satisfied
0%
Satisfied
100%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Air New Zealand's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Air New Zealand.
100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Air New Zealand Customer Satisfaction Score by Usage
Air New Zealand's Customer Satisfaction score was rated 100 points by customers who have used Air New Zealand's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Air New Zealand Customer Service
3.9/5
Air New Zealand has an overall Customer Service score of 3.9 out of 5 stars rated by its users and customers.
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About Air New Zealand's Customer Service
Address
Air New Zealand House, Auckland, 1010 Bhutan
Website
www.airnewzealand.co.nz
Phone Number
7
Quick Insights into Air New Zealand Customer Service
Air New Zealand's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by Caucasian customers.
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Ranked Air New Zealand Customer Service the Highest
Ranked Air New Zealand Customer Service the Lowest
Air New Zealand Customer Service Score by Gender
Air New Zealand's Customer Service score was rated 4.1 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Air New Zealand.
Male
4.1/5
Female
N/A
Air New Zealand Customer Service Score by Ethnicity
Air New Zealand's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Air New Zealand.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Air New Zealand Customer Service Score by Usage
Air New Zealand's Customer Service score was rated 4.5 stars by customers who have used Air New Zealand's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Air New Zealand as an Employer
Consumer vs. Employees
Air New Zealand scored a 40 for Net Promoter Score and a -25 for Employee Net Promoter Score. NPS gauges how likely a customer of Air New Zealand would recommend the brand to a friend. ENPS measures how likely Air New Zealand employees would recommend working at Air New Zealand to a friend.
Net Promoter Score
40
NPS Score
| 60% | Promoters |
|---|---|
| 20% | Passive |
| 20% | Detractors |
Employee Net Promoter Score
-25
eNPS Score
| 25% | Promoters |
|---|---|
| 25% | Passive |
| 50% | Detractors |
