20
NPS
Learn More about Brand Intelligence Solutions
Find out what hundreds of thousands of customers are saying about your brand, your competitors and others in the industry
Thank you for inquiring about Comparably's Brand Intelligence Solutions
A member from Comparably's team member will be reaching out shortly to set up a time to speak about our Brand Intelligence Solutions
Brand Page
Heathrow Airport
Marketing or Exec? Claim Your Free Account
About Heathrow Airport's Brand
Operator of airports in the United Kingdom. The company also provides various business to business services at its airports, which include retail concessions, filming and photography, advertising and commercial telecoms and training services. It manages a portfolio of airport properties, which includes offices, airline lounges, business facilities, warehouses, aircraft hangars and airline check-in desks. Among its major competitors, Heathrow Airport is ranked in 2nd place for NPS while Virgin Atlantic Airways is 1st, and American Airlines is 3rd.
Brand at a Glance
76%
Customer Loyalty
3.6/5
Product Quality
3.6/5
Pricing
3.6/5
Customer Service
Heathrow Airport Ranking
- #1 / 4 of its competitors
Heathrow Airport NPS
Heathrow Airport's Net Promoter Score (NPS) is a 20 with 60% Promoters, 0% Passives, and 40% Detractors. Net Promoter Score tracks whether Heathrow Airport's customers would recommend using the product based on a scale of -100 to 100.
Heathrow Airport Overall NPS
| 60% | Promoters |
|---|---|
| 0% | Passives |
| 40% | Detractors |
Heathrow Airport NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Feb 2022 -100 | Feb 2022 | -100 |
Jun 2022 0 | Jun 2022 | 0 |
Feb 2023 33 | Feb 2023 | 33 |
Mar 2023 50 | Mar 2023 | 50 |
Oct 2024 20 | Oct 2024 | 20 |
How Other Brands Compare
Heathrow Airport is ranked first for NPS among its competitors. American Airlines and United Airlines come in second and third, with Spirit Airlines coming in at #4.
Heathrow Airport |  American Airlines |  United Airlines |  Spirit Airlines | |
| Global Ranking | #- | #138 | #144 | #- |
| NPS | 20 | 14 | 5 | -54 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | - |
| Valuation Updated every 24 hours for public companies | - | $11.95B | $18.71B | $3.75B |
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.
Heathrow Airport NPS vs. Competitors
Compared to its competitors, Heathrow Airport's NPS is rated right above American Airlines, and is preceded by Virgin Atlantic Airways.
| COMPANY | NPS Score | |
|---|---|---|
 | Virgin Atlantic Airways | 50 |
| Heathrow Airport | 20 |
| American Airlines | 14 |
| United Airlines | 5 |
 | AirHelp | 0 |
| Spirit Airlines | -54 |
Heathrow Airport Customer Loyalty
76%
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.
76% of Heathrow Airport 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?"
Heathrow Airport Customer Loyalty vs. Competitors
Compared to its competitors, Heathrow Airport's Customer Loyalty score is rated right above United Airlines, and is preceded by AirHelp.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| AirHelp | 100% |
| Heathrow Airport | 76% |
| United Airlines | 72% |
| American Airlines | 70% |
| Spirit Airlines | 49% |
| Virgin Atlantic Airways | 10% |
Unlock Heathrow Airport Customer Loyalty vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Heathrow Airport Customer Loyalty vs. Competitors data and gain insights into your customers today.
Heathrow Airport Product Quality
3.6/5
Heathrow Airport has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock Heathrow Airport's overall Product Quality score rated by its users and customers.
Heathrow Airport Product Information
Heathrow Airport’s product quality score is a 3.6 out of 5 as rated by its users and customers.
- Website
- www.britishairways.com
- Company Size
- 10,000+ Employees
Heathrow Airport Product Quality vs. Competitors
Compared to its competitors, Heathrow Airport's Product Quality score is rated right above American Airlines, and is preceded by AirHelp.
| COMPANY | Product Quality Score | |
|---|---|---|
| AirHelp | 4.5/5 |
| Heathrow Airport | 3.6/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.2/5 |
| Virgin Atlantic Airways | 2.5/5 |
| Spirit Airlines | 1.7/5 |
Unlock Heathrow Airport Product Quality vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Heathrow Airport Product Quality vs. Competitors data and gain insights into your customers today.
Heathrow Airport Pricing
Heathrow Airport ROI & Value For Money
3.6/5
Heathrow Airport has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock Heathrow Airport's overall ROI score rated by its users and customers.
Heathrow Airport Pricing vs. Competitors
Compared to its competitors, Heathrow Airport's ROI score is rated right above American Airlines, and is preceded by AirHelp.
| COMPANY | Pricing Score | |
|---|---|---|
| Virgin Atlantic Airways | 4/5 |
| AirHelp | 3.7/5 |
| Heathrow Airport | 3.6/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.1/5 |
| Spirit Airlines | 1.9/5 |
Unlock Heathrow Airport ROI vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Heathrow Airport ROI vs. Competitors data and gain insights into your customers today.
Heathrow Airport Customer Satisfaction (CSAT)
Heathrow Airport Customer Satisfaction (CSAT) Score
75 / 100
Heathrow Airport has an overall Customer Satisfaction score of 75 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
25%
Satisfied
50%
Neither Satisfied nor Dissatisfied
25%
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.
Heathrow Airport Customer Satisfaction vs. Competitors
Compared to its competitors, Heathrow Airport's Customer Satisfaction score is rated right above American Airlines, and is preceded by Virgin Atlantic Airways.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Virgin Atlantic Airways | 100% |
| Heathrow Airport | 75% |
| American Airlines | 65% |
| United Airlines | 59% |
| AirHelp | 33% |
| Spirit Airlines | 22% |
Unlock Heathrow Airport Customer Satisfaction vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Heathrow Airport Customer Satisfaction vs. Competitors data and gain insights into your customers today.
Heathrow Airport Customer Service
3.6/5
Heathrow Airport has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
Sign Up to unlock Heathrow Airport's overall Customer Service score rated by its users and customers.
About Heathrow Airport's Customer Service
Address
Waterside, Harmondsworth, UB7 0GB
Website
www.britishairways.com
Heathrow Airport Customer Service vs. Competitors
Compared to its competitors, Heathrow Airport's Customer Service score is rated right above Virgin Atlantic Airways, and is preceded by AirHelp.
| COMPANY | Customer Service Score | |
|---|---|---|
| AirHelp | 5/5 |
| Heathrow Airport | 3.6/5 |
| Virgin Atlantic Airways | 3.5/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.1/5 |
| Spirit Airlines | 1.7/5 |
Unlock Heathrow Airport Customer Service vs. Competitors Data
VS
Sign Up for Brand Profile PRO to get the full Heathrow Airport Customer Service vs. Competitors data and gain insights into your customers today.
Consumer vs. Employees
Heathrow Airport scored a 20 for Net Promoter Score and a 100 for Employee Net Promoter Score. NPS gauges how likely a customer of Heathrow Airport would recommend the brand to a friend. ENPS measures how likely Heathrow Airport employees would recommend working at Heathrow Airport to a friend.
Net Promoter Score
20
NPS Score
| 60% | Promoters |
|---|---|
| 0% | Passive |
| 40% | Detractors |
Employee Net Promoter Score
100
eNPS Score
| 100% | Promoters |
|---|---|
| 0% | Passive |
| 0% | Detractors |
