17
NPS
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Cathay Pacific Airways
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About Cathay Pacific Airways' Brand
Cathay Pacific was founded in Hong Kong in 1946. The Company is an international airline registered and based in Hong Kong, offering scheduled passenger and cargo services to 172 destinations in 39 countries and territories. In addition to its fleet of 138 aircraft, these the Company also provides catering and ground-handling services. As of 31 December 2012, the Company had 92 new aircraft due for delivery up to 2020. The airline has completed construction of its own cargo terminal in Hong Kong, which commenced a staged transition of operations in February 2013. The Company's wholly owned subsidiary, Hong Kong Dragon Airlines Limited is a regional airline registered and based in Hong Kong and operates 38 aircraft on scheduled services to 44 destinations in Mainland China and elsewhere in Asia. The Company is a founding member of the Oneworld global alliance, whose combined network serves more than 800 destinations worldwide. The Company's two reportable segments are classified according to the nature of the business. The airline business segment comprises the Group's passenger and cargo operations. The non-airline business segment includes mainly catering, ground handling and aircraft ramp handling services.
Brand at a Glance
68%
Customer Loyalty
3.6/5
Product Quality
3.7/5
Pricing
3.7/5
Customer Service
Cathay Pacific Airways NPS
Cathay Pacific Airways's Net Promoter Score (NPS) is a 17 with 50% Promoters, 17% Passives, and 33% Detractors. Net Promoter Score tracks whether Cathay Pacific Airways's customers would recommend using the product based on a scale of -100 to 100.
Cathay Pacific Airways Overall NPS
| 50% | Promoters |
|---|---|
| 17% | Passives |
| 33% | Detractors |
Cathay Pacific Airways NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2024 50 | Feb 2024 | 50 |
Mar 2024 66 | Mar 2024 | 66 |
Apr 2024 71 | Apr 2024 | 71 |
May 2024 50 | May 2024 | 50 |
Jul 2024 55 | Jul 2024 | 55 |
Aug 2024 40 | Aug 2024 | 40 |
Nov 2024 33 | Nov 2024 | 33 |
Feb 2025 38 | Feb 2025 | 38 |
Apr 2025 36 | Apr 2025 | 36 |
Jun 2025 43 | Jun 2025 | 43 |
Oct 2025 14 | Oct 2025 | 14 |
Nov 2025 17 | Nov 2025 | 17 |
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.
Cathay Pacific Airways NPS by Gender
Male customers rated Cathay Pacific Airways's NPS 50 points higher than Female customers.
Male
50
Cathay Pacific Airways's NPS was rated 50 by Male customers on Comparably.
75%
Promoters
0%
Passives
25%
Detractors
Female
0
Cathay Pacific Airways's NPS was rated by Female customers on Comparably.
20%
Promoters
60%
Passives
20%
Detractors
Cathay Pacific Airways NPS by Ethnicity
Cathay Pacific Airways's NPS was rated 20 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 20 | Asian or Pacific Islander | 20 |
Cathay Pacific Airways NPS by Age
Cathay Pacific Airways's NPS was rated 67 points by customers ages 36-40 on Comparably.
Cathay Pacific Airways NPS by Usage
Cathay Pacific Airways's NPS was rated -67 points by customers who have used Cathay Pacific Airways's products/services for 1 to 2 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years -67 | 1 to 2 Years | -67 |
Cathay Pacific Airways Customer Reviews
Out of the 2 Cathay Pacific Airways customer reviews 1 was positive and 1 was constructive. Cathay Pacific Airways customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Cathay Pacific Airways Customer Loyalty
68%
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.
68% of Cathay Pacific Airways users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Cathay Pacific Airways Customer Loyalty Score by Gender
Female customers rated Cathay Pacific Airways's Customer Loyalty score 9% higher than Male customers.
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Male
55%
Yes
Female
64%
Yes
Cathay Pacific Airways Customer Loyalty Score by Ethnicity
Cathay Pacific Airways's Customer Loyalty score was rated 46% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Cathay Pacific Airways.
46
out of 100
Asian or Pacific Islander
Cathay Pacific Airways Customer Loyalty Score by Age
Cathay Pacific Airways's Customer Loyalty score was rated 70% by customers ages 36-40 on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 70% | 36-40 | 70% |
Cathay Pacific Airways Customer Loyalty Score by Usage
Cathay Pacific Airways's Customer Loyalty score was rated 40% by customers who have used Cathay Pacific Airways's products/services for 1 to 2 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.
Cathay Pacific Airways Customer Loyalty Score by Industry
Cathay Pacific Airways's Customer Loyalty score was rated 40% by Tech industry customers.
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Cathay Pacific Airways Product Quality
3.6/5
Cathay Pacific Airways has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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Cathay Pacific Airways Product Information
Cathay Pacific Airways’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Cathay Pacific Airways's product the highest.
- Website
- www.cathaypacific.com
- Company Size
- 10,000+ Employees
Industry
Travel
Quick Insights into Cathay Pacific Airways Product Quality
Cathay Pacific Airways's Product Quality score was rated highest by customers ages 36-40, and rated lowest by Female customers.
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Ranked Cathay Pacific Airways Product Quality the Highest
Ranked Cathay Pacific Airways Product Quality the Lowest
Cathay Pacific Airways Product Quality Score by Gender
Male customers rated Cathay Pacific Airways's Product Quality score 0.3 stars higher than Female customers.
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Male
4.1/5
Female
3.8/5
Cathay Pacific Airways Product Quality Score by Ethnicity
Cathay Pacific Airways's Product Quality score was rated 4.1 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Cathay Pacific Airways.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Cathay Pacific Airways Product Quality Score by Age
Cathay Pacific Airways's Product Quality score was rated 4.1 stars by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Cathay Pacific Airways.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 4.1 | 36-40 | 4.1 |
Cathay Pacific Airways Product Quality Score by Usage
Cathay Pacific Airways's Product Quality score was rated 2.1 stars by customers who have used Cathay Pacific Airways's products/services for 1 to 2 Years.
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Cathay Pacific Airways Product Quality Score by Industry
Cathay Pacific Airways's Product Quality score was rated 3.8 stars by Tech industry customers.
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Cathay Pacific Airways Pricing
Cathay Pacific Airways ROI & Value For Money
3.7/5
Cathay Pacific Airways 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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Cathay Pacific Airways Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Tech industry.
Quick Insights into Cathay Pacific Airways ROI
Cathay Pacific Airways's ROI score was rated highest by customers ages 36-40, and rated lowest by Female customers.
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Ranked Cathay Pacific Airways ROI the Highest
Ranked Cathay Pacific Airways ROI the Lowest
Cathay Pacific Airways ROI Score by Gender
Male customers rated Cathay Pacific Airways's ROI score 0.4 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Cathay Pacific Airways.
Male
4/5
Female
3.6/5
Cathay Pacific Airways ROI Score by Ethnicity
Cathay Pacific Airways's ROI score was rated 3.8 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Cathay Pacific Airways.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Cathay Pacific Airways ROI Score by Age
Cathay Pacific Airways's ROI score was rated 4.6 stars by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Cathay Pacific Airways.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 4.6 | 36-40 | 4.6 |
Cathay Pacific Airways ROI Score by Usage
Cathay Pacific Airways's ROI score was rated 3 stars by customers who have used Cathay Pacific Airways's products/services for 1 to 2 Years.
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Cathay Pacific Airways ROI Score by Industry
Cathay Pacific Airways's ROI score was rated 4.1 stars by Tech industry customers.
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Cathay Pacific Airways Customer Satisfaction (CSAT)
Cathay Pacific Airways Customer Satisfaction (CSAT) Score
81 / 100
Cathay Pacific Airways has an overall Customer Satisfaction score of 81 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
50%
Satisfied
31%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
13%
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 Cathay Pacific Airways Customer Satisfaction
Cathay Pacific Airways's Customer Satisfaction score was rated highest by customers ages 36-40, and rated lowest by Male customers.
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Ranked Cathay Pacific Airways Customer Satisfaction the Highest
Ranked Cathay Pacific Airways Customer Satisfaction the Lowest
Cathay Pacific Airways Customer Satisfaction Score by Gender
Female customers rated Cathay Pacific Airways's Customer Satisfaction score 25 points higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Cathay Pacific Airways.
75 / 100
MaleVery Satisfied | 75% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 25% | |
Very Dissatisfied | 0% |
100 / 100
FemaleVery Satisfied | 25% | |
|---|---|---|
Satisfied | 75% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Cathay Pacific Airways Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Cathay Pacific Airways' Customer Satisfaction (CSAT) score was rated 80% 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 Cathay Pacific Airways.
80 / 100
Very Satisfied
40%
Satisfied
40%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
20%
Very Dissatisfied
0%
Cathay Pacific Airways Customer Satisfaction Score by Age
Cathay Pacific Airways's Customer Satisfaction score was rated 100 points by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Cathay Pacific Airways.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 36-40 | 100% |
Cathay Pacific Airways Customer Satisfaction Score by Industry
Cathay Pacific Airways's Customer Satisfaction score was rated 67 points by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Cathay Pacific Airways Customer Satisfaction Score by Industry",
"text": "Cathay Pacific Airways's Customer Satisfaction score was rated 67 points by Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "Cathay Pacific Airways's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
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}Cathay Pacific Airways Customer Service
3.7/5
Cathay Pacific Airways has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Cathay Pacific Airways's Customer Service
Address
7th Floor, North Tower, Hong Kong,
Website
www.cathaypacific.com
Phone Number
7
Quick Insights into Cathay Pacific Airways Customer Service
Cathay Pacific Airways's Customer Service score was rated highest by customers ages 36-40, and rated lowest by Female customers.
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Ranked Cathay Pacific Airways Customer Service the Highest
Ranked Cathay Pacific Airways Customer Service the Lowest
Cathay Pacific Airways Customer Service Score by Gender
Male customers rated Cathay Pacific Airways's Customer Service score 0.6 stars higher than Female customers.
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Male
4.2/5
Female
3.6/5
Cathay Pacific Airways Customer Service Score by Ethnicity
Cathay Pacific Airways's Customer Service score was rated 3.9 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Cathay Pacific Airways.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Cathay Pacific Airways Customer Service Score by Age
Cathay Pacific Airways's Customer Service score was rated 4.6 stars by customers ages 36-40 on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Cathay Pacific Airways.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 4.6 | 36-40 | 4.6 |
Cathay Pacific Airways Customer Service Score by Usage
Cathay Pacific Airways's Customer Service score was rated 3.1 stars by customers who have used Cathay Pacific Airways's products/services for 1 to 2 Years.
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Cathay Pacific Airways Customer Service Score by Industry
Cathay Pacific Airways's Customer Service score was rated 4.3 stars by Tech industry customers.
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Consumer vs. Employees
Cathay Pacific Airways scored a 17 for Net Promoter Score and a 66 for Employee Net Promoter Score. NPS gauges how likely a customer of Cathay Pacific Airways would recommend the brand to a friend. ENPS measures how likely Cathay Pacific Airways employees would recommend working at Cathay Pacific Airways to a friend.
Net Promoter Score
17
NPS Score
| 50% | Promoters |
|---|---|
| 17% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
66
eNPS Score
| 83% | Promoters |
|---|---|
| 0% | Passive |
| 17% | Detractors |
