-20
NPS
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Avianca
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About Avianca's Brand
Among its major competitors, Avianca is ranked in 3rd place for NPS while Virgin Atlantic Airways is 1st, and Southwest Airlines is 2nd.
Brand at a Glance
60%
Customer Loyalty
3.6/5
Product Quality
3.4/5
Pricing
3.4/5
Customer Service
Avianca Ranking
- #3 / 4 of its competitors
Avianca NPS
Avianca's Net Promoter Score (NPS) is a -20 with 40% Promoters, 0% Passives, and 60% Detractors. Net Promoter Score tracks whether Avianca's customers would recommend using the product based on a scale of -100 to 100.
Avianca Overall NPS
| 40% | Promoters |
|---|---|
| 0% | Passives |
| 60% | Detractors |
Avianca NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2022 100 | Aug 2022 | 100 |
Oct 2022 0 | Oct 2022 | 0 |
Feb 2023 33 | Feb 2023 | 33 |
May 2023 0 | May 2023 | 0 |
Sep 2023 -20 | Sep 2023 | -20 |
How Other Brands Compare
Avianca is ranked third for NPS among its competitors. Virgin Atlantic Airways and Southwest Airlines come in first and second, with InterGlobe Aviation coming in at #4.
Avianca |  Southwest Airlines |  Virgin Atlantic Airways |  InterGlobe Aviation | |
| Global Ranking | #- | #24 | #- | #- |
| NPS | -20 | 47 | 50 | - |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $31.19B | - | - |
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.
Avianca NPS vs. Competitors
Compared to its competitors, Avianca's NPS is rated right below InterGlobe Aviation.
| COMPANY | NPS Score | |
|---|---|---|
| Virgin Atlantic Airways | 50 |
| Southwest Airlines | 47 |
| InterGlobe Aviation | N/A |
| Avianca | -20 |
Avianca Customer Loyalty
60%
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.
60% of Avianca users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Avianca Customer Loyalty vs. Competitors
Compared to its competitors, Avianca's Customer Loyalty score is rated right above Virgin Atlantic Airways, and is preceded by Southwest Airlines.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Southwest Airlines | 85% |
| Avianca | 60% |
| Virgin Atlantic Airways | 10% |
| InterGlobe Aviation | N/A |
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Avianca Product Quality
3.6/5
Avianca has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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Avianca Product Information
Avianca’s product quality score is a 3.6 out of 5 as rated by its users and customers.
- Website
- http://www.avianca.com
- Company Size
- 5,001-10,000 Employees
Avianca Product Quality vs. Competitors
Compared to its competitors, Avianca's Product Quality score is rated right above Virgin Atlantic Airways, and is preceded by Southwest Airlines.
| COMPANY | Product Quality Score | |
|---|---|---|
| Southwest Airlines | 4.1/5 |
| Avianca | 3.6/5 |
| Virgin Atlantic Airways | 2.5/5 |
| InterGlobe Aviation | N/A |
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Avianca Pricing
Avianca ROI & Value For Money
3.4/5
Avianca has a value for money and ROI score of 3.4 out of 5 stars rated by its users and customers.
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Avianca Pricing vs. Competitors
Compared to its competitors, Avianca's ROI score is rated right above InterGlobe Aviation, and is preceded by Virgin Atlantic Airways.
| COMPANY | Pricing Score | |
|---|---|---|
| Southwest Airlines | 4/5 |
| Virgin Atlantic Airways | 4/5 |
| Avianca | 3.4/5 |
| InterGlobe Aviation | N/A |
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Avianca Customer Satisfaction (CSAT)
Avianca Customer Satisfaction (CSAT) Score
60 / 100
Avianca has an overall Customer Satisfaction score of 60 rated by its users and customers.
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Very Satisfied
60%
Satisfied
0%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
20%
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.
Avianca Customer Satisfaction vs. Competitors
Compared to its competitors, Avianca's Customer Satisfaction score is rated right above InterGlobe Aviation, and is preceded by Southwest Airlines.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Virgin Atlantic Airways | 100% |
| Southwest Airlines | 81% |
| Avianca | 60% |
| InterGlobe Aviation | 0% |
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Avianca Customer Service
3.4/5
Avianca has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.
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About Avianca's Customer Service
Address
Colombia
Website
http://www.avianca.com
Avianca Customer Service vs. Competitors
Compared to its competitors, Avianca's Customer Service score is rated right above InterGlobe Aviation, and is preceded by Virgin Atlantic Airways.
| COMPANY | Customer Service Score | |
|---|---|---|
| Southwest Airlines | 4.1/5 |
| Virgin Atlantic Airways | 3.5/5 |
| Avianca | 3.4/5 |
| InterGlobe Aviation | N/A |
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Consumer vs. Employees
Avianca scored a -20 for Net Promoter Score and a 100 for Employee Net Promoter Score. NPS gauges how likely a customer of Avianca would recommend the brand to a friend. ENPS measures how likely Avianca employees would recommend working at Avianca to a friend.
Net Promoter Score
-20
NPS Score
| 40% | Promoters |
|---|---|
| 0% | Passive |
| 60% | Detractors |
Employee Net Promoter Score
100
eNPS Score
| 100% | Promoters |
|---|---|
| 0% | Passive |
| 0% | Detractors |
