-11
NPS
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Kenya Airways
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About Kenya Airways' Brand
Provider of regional and domestic carriage and handling services intended to operate through business segments. The company's international, regional and domestic carriage offers the handling of import and export cargo enabling its clients to avail domestic flights and flies.
Brand at a Glance
80%
Customer Loyalty
3.7/5
Product Quality
3.9/5
Pricing
4/5
Customer Service
Kenya Airways NPS
Kenya Airways's Net Promoter Score (NPS) is a -11 with 35% Promoters, 19% Passives, and 46% Detractors. Net Promoter Score tracks whether Kenya Airways's customers would recommend using the product based on a scale of -100 to 100.
Kenya Airways Overall NPS
| 35% | Promoters |
|---|---|
| 19% | Passives |
| 46% | Detractors |
Kenya Airways NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2022 -13 | Apr 2022 | -13 |
Nov 2022 -11 | Nov 2022 | -11 |
Apr 2023 -27 | Apr 2023 | -27 |
Jun 2023 -16 | Jun 2023 | -16 |
Oct 2023 0 | Oct 2023 | 0 |
Nov 2023 6 | Nov 2023 | 6 |
Dec 2023 11 | Dec 2023 | 11 |
Feb 2024 0 | Feb 2024 | 0 |
Apr 2024 -4 | Apr 2024 | -4 |
Nov 2024 -9 | Nov 2024 | -9 |
Jan 2025 -4 | Jan 2025 | -4 |
Apr 2025 -12 | Apr 2025 | -12 |
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.
Kenya Airways NPS by Gender
Kenya Airways's NPS was rated 0 by both Female and Male customers on Comparably.
Male
0
Kenya Airways's NPS was rated by Male customers on Comparably.
43%
Promoters
14%
Passives
43%
Detractors
Female
0
Kenya Airways's NPS was rated by Female customers on Comparably.
33%
Promoters
34%
Passives
33%
Detractors
Kenya Airways NPS by Ethnicity
Kenya Airways's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 25 | African American/Black | 25 |
Other -40 | Other | -40 |
Kenya Airways NPS by Usage
Kenya Airways's NPS was rated the highest by customers who have used Kenya Airways's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
2 to 5 Years -50 | 2 to 5 Years | -50 |
Over 10 Years 0 | Over 10 Years | 0 |
Kenya Airways 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 Kenya 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?"
Kenya Airways Customer Loyalty Score by Gender
Female customers rated Kenya Airways's Customer Loyalty score 26% higher than Male customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Kenya Airways.
Male
74%
Yes
Female
100%
Yes
Kenya Airways Customer Loyalty Score by Ethnicity
Kenya Airways's Customer Loyalty score was rated the highest by Other customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Kenya Airways.
78
out of 100
African American/Black
100
out of 100
Other
Kenya Airways Customer Loyalty Score by Usage
Kenya Airways's Customer Loyalty score was rated the highest by customers who have used Kenya Airways's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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.
Kenya Airways Product Quality
3.7/5
Kenya Airways has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Kenya Airways Product Information
Kenya Airways’s product quality score is a 3.7 out of 5 as rated by its users and customers.
- Website
- www.kenya-airways.com
- Company Size
- 1,001-5,000 Employees
Quick Insights into Kenya Airways Product Quality
Kenya Airways's Product Quality score was rated highest by African American/Black customers, and rated lowest by customers who have used Kenya Airways's products/services for Over 10 Years.
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Ranked Kenya Airways Product Quality the Highest
Ranked Kenya Airways Product Quality the Lowest
Kenya Airways Product Quality Score by Gender
Male customers rated Kenya Airways's Product Quality score 0.8 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Kenya Airways.
Male
4.3/5
Female
3.5/5
Kenya Airways Product Quality Score by Ethnicity
Kenya Airways's Product Quality score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Kenya Airways.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 4.5 | African American/Black | 4.5 |
Other 4.1 | Other | 4.1 |
Kenya Airways Product Quality Score by Usage
Kenya Airways's Product Quality score was rated the highest by customers who have used Kenya Airways's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Kenya Airways Pricing
Kenya Airways ROI & Value For Money
3.9/5
Kenya Airways has a value for money and ROI score of 3.9 out of 5 stars rated by its users and customers.
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Quick Insights into Kenya Airways ROI
Kenya Airways's ROI score was rated highest by African American/Black customers, and rated lowest by customers who have used Kenya Airways's products/services for Over 10 Years.
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Ranked Kenya Airways ROI the Highest
Ranked Kenya Airways ROI the Lowest
Kenya Airways ROI Score by Gender
Male customers rated Kenya Airways's ROI score 0.8 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Kenya Airways.
Male
4.1/5
Female
3.3/5
Kenya Airways ROI Score by Ethnicity
Kenya Airways's ROI score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Kenya Airways.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
African American/Black 4.4 | African American/Black | 4.4 |
Other 3.7 | Other | 3.7 |
Kenya Airways ROI Score by Usage
Kenya Airways's ROI score was rated the highest by customers who have used Kenya Airways's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Kenya Airways Customer Satisfaction (CSAT)
Kenya Airways Customer Satisfaction (CSAT) Score
68 / 100
Kenya Airways has an overall Customer Satisfaction score of 68 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
31%
Satisfied
37%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
21%
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 Kenya Airways Customer Satisfaction
Kenya Airways's Customer Satisfaction score was rated highest by African American/Black customers, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked Kenya Airways' Customer Satisfaction.
Ranked Kenya Airways Customer Satisfaction the Highest
Ranked Kenya Airways Customer Satisfaction the Lowest
Kenya Airways Customer Satisfaction Score by Gender
Kenya Airways's Customer Satisfaction score was rated 80 by Male customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Kenya Airways.
80 / 100
MaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 40% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 20% | |
Very Dissatisfied | 0% |
Kenya Airways Customer Satisfaction Score by Ethnicity
CSAT according to African American/Black
Kenya Airways' Customer Satisfaction (CSAT) score was rated 100% according to African American/Black users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Kenya Airways.
100 / 100
Very Satisfied
25%
Satisfied
75%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Kenya Airways' Customer Satisfaction (CSAT) score was rated 67% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Kenya Airways.
67 / 100
Very Satisfied
33%
Satisfied
34%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
33%
Very Dissatisfied
0%
Kenya Airways Customer Satisfaction Score by Usage
Kenya Airways's Customer Satisfaction score was rated 100 points by customers who have used Kenya Airways's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Kenya Airways Customer Service
4/5
Kenya Airways has an overall Customer Service score of 4 out of 5 stars rated by its users and customers.
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About Kenya Airways's Customer Service
Address
Airport North Road, Embakasi, Nairobi, 501 French Guiana
Website
www.kenya-airways.com
Phone Number
7
Quick Insights into Kenya Airways Customer Service
Kenya Airways's Customer Service score was rated highest by African American/Black customers, and rated lowest by customers who have used Kenya Airways's products/services for Over 10 Years.
Sign Up to unlock insights into how customers have ranked Kenya Airways' Customer Service score.
Ranked Kenya Airways Customer Service the Highest
Ranked Kenya Airways Customer Service the Lowest
Kenya Airways Customer Service Score by Gender
Male customers rated Kenya Airways's Customer Service score 0.7 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Kenya Airways.
Male
4.3/5
Female
3.6/5
Kenya Airways Customer Service Score by Ethnicity
Kenya Airways's Customer Service score was rated the highest by African American/Black customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Kenya Airways.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
African American/Black 4.4 | African American/Black | 4.4 |
Other 3.9 | Other | 3.9 |
Kenya Airways Customer Service Score by Usage
Kenya Airways's Customer Service score was rated the highest by customers who have used Kenya Airways's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Kenya Airways as an Employer
4.1/5
Kenya Airways has a 4.1/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Kenya Airways scored a -11 for Net Promoter Score and a 60 for Employee Net Promoter Score. NPS gauges how likely a customer of Kenya Airways would recommend the brand to a friend. ENPS measures how likely Kenya Airways employees would recommend working at Kenya Airways to a friend.
Net Promoter Score
-11
NPS Score
| 35% | Promoters |
|---|---|
| 19% | Passive |
| 46% | Detractors |
Employee Net Promoter Score
60
eNPS Score
| 70% | Promoters |
|---|---|
| 20% | Passive |
| 10% | Detractors |
