42
NPS
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KLM Royal Dutch
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About KLM Royal Dutch's Brand
Operator of a commercial airline company. The company is an air carrier based in the Netherlands. Its activities include passenger transport, cargo transport and aircraft maintenance. Among its major competitors, KLM Royal Dutch is ranked in 2nd place for NPS while Delta Air Lines is 1st, and Heathrow Airport is 3rd.
Brand at a Glance
61%
Customer Loyalty
3.8/5
Product Quality
3.7/5
Pricing
3.7/5
Customer Service
KLM Royal Dutch Ranking
- #2 / 4 of its competitors
KLM Royal Dutch NPS
KLM Royal Dutch's Net Promoter Score (NPS) is a 42 with 61% Promoters, 20% Passives, and 19% Detractors. Net Promoter Score tracks whether KLM Royal Dutch's customers would recommend using the product based on a scale of -100 to 100.
KLM Royal Dutch Overall NPS
| 61% | Promoters |
|---|---|
| 20% | Passives |
| 19% | Detractors |
KLM Royal Dutch NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2024 53 | Jan 2024 | 53 |
Feb 2024 48 | Feb 2024 | 48 |
Mar 2024 44 | Mar 2024 | 44 |
May 2024 41 | May 2024 | 41 |
Jun 2024 41 | Jun 2024 | 41 |
Jul 2024 43 | Jul 2024 | 43 |
Sep 2024 44 | Sep 2024 | 44 |
Oct 2024 45 | Oct 2024 | 45 |
Dec 2024 43 | Dec 2024 | 43 |
Feb 2025 44 | Feb 2025 | 44 |
Oct 2025 45 | Oct 2025 | 45 |
Jan 2026 43 | Jan 2026 | 43 |
How Other Brands Compare
KLM Royal Dutch is ranked second for NPS among its competitors. Delta Air Lines and Heathrow Airport come in first and third, with Lufthansa coming in at #4.
KLM Royal Dutch |  Delta Air Lines |  Heathrow Airport |  Lufthansa | |
| Global Ranking | #- | #21 | #- | #- |
| NPS | 42 | 43 | 20 | 13 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $31.16B | - | - |
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.
KLM Royal Dutch NPS by Gender
Male customers rated KLM Royal Dutch's NPS 18 points higher than Female customers.
Male
28
KLM Royal Dutch's NPS was rated 28 by Male customers on Comparably.
57%
Promoters
14%
Passives
29%
Detractors
Female
10
KLM Royal Dutch's NPS was rated 10 by Female customers on Comparably.
40%
Promoters
30%
Passives
30%
Detractors
KLM Royal Dutch NPS by Ethnicity
KLM Royal Dutch's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -13 | Caucasian | -13 |
African American/Black 20 | African American/Black | 20 |
Asian or Pacific Islander 28 | Asian or Pacific Islander | 28 |
Other 67 | Other | 67 |
KLM Royal Dutch NPS by Age
KLM Royal Dutch's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
KLM Royal Dutch NPS by Usage
KLM Royal Dutch's NPS was rated the highest by customers who have used KLM Royal Dutch's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -43 | Less than 1 Year | -43 |
1 to 2 Years 0 | 1 to 2 Years | 0 |
2 to 5 Years 50 | 2 to 5 Years | 50 |
5 to 10 Years 67 | 5 to 10 Years | 67 |
Over 10 Years 50 | Over 10 Years | 50 |
KLM Royal Dutch NPS vs. Competitors
Compared to its competitors, KLM Royal Dutch's NPS is rated right above Heathrow Airport, and is preceded by Delta Air Lines.
| COMPANY | NPS Score | |
|---|---|---|
| Delta Air Lines | 43 |
| KLM Royal Dutch | 42 |
| Heathrow Airport | 20 |
| Lufthansa | 13 |
KLM Royal Dutch Customer Reviews
Out of the 5 KLM Royal Dutch customer reviews 5 were positive and 0 were constructive. KLM Royal Dutch customer reviews reflect that all customers have a favorable experience using the products/services of the company.
KLM Royal Dutch Customer Loyalty
61%
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.
61% of KLM Royal Dutch 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?"
KLM Royal Dutch Customer Loyalty Score by Gender
Male customers rated KLM Royal Dutch's Customer Loyalty score 31% higher than Female customers.
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Male
68%
Yes
Female
37%
Yes
KLM Royal Dutch Customer Loyalty Score by Ethnicity
KLM Royal Dutch's Customer Loyalty score was rated the highest by Other 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 KLM Royal Dutch.
44
out of 100
Caucasian
64
out of 100
African American/Black
49
out of 100
Asian or Pacific Islander
100
out of 100
Other
KLM Royal Dutch Customer Loyalty Score by Age
KLM Royal Dutch's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 43% | 18-25 | 43% |
26-30 55% | 26-30 | 55% |
KLM Royal Dutch Customer Loyalty Score by Usage
KLM Royal Dutch's Customer Loyalty score was rated the highest by customers who have used KLM Royal Dutch's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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KLM Royal Dutch Customer Loyalty Score by Industry
KLM Royal Dutch's Customer Loyalty score was rated the highest by Education industry customers, and the lowest by Aerospace and Aviation industry customers.
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KLM Royal Dutch Customer Loyalty vs. Competitors
Compared to its competitors, KLM Royal Dutch's Customer Loyalty score is rated right below Lufthansa.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Delta Air Lines | 83% |
| Heathrow Airport | 76% |
| Lufthansa | 71% |
| KLM Royal Dutch | 61% |
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KLM Royal Dutch Product Quality
3.8/5
KLM Royal Dutch has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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KLM Royal Dutch Product Information
KLM Royal Dutch’s product quality score is a 3.8 out of 5 as rated by its users and customers. Reviewers from the Education industry rated KLM Royal Dutch's product the highest. Reviewers from the Tech industry rated KLM Royal Dutch the lowest at 3.1.
- Website
- www.klm.com
- Company Size
- 10,000+ Employees
Quick Insights into KLM Royal Dutch Product Quality
KLM Royal Dutch's Product Quality score was rated highest by customers from the Education industry, and rated lowest by Caucasian customers.
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Ranked KLM Royal Dutch Product Quality the Highest
Ranked KLM Royal Dutch Product Quality the Lowest
KLM Royal Dutch Product Quality Score by Gender
Female customers rated KLM Royal Dutch's Product Quality score 0.8 stars higher than Male customers.
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Male
3.5/5
Female
4.3/5
KLM Royal Dutch Product Quality Score by Ethnicity
KLM Royal Dutch's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
African American/Black 4.3 | African American/Black | 4.3 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Other 4.6 | Other | 4.6 |
KLM Royal Dutch Product Quality Score by Age
KLM Royal Dutch's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.4 | 18-25 | 4.4 |
26-30 3.6 | 26-30 | 3.6 |
KLM Royal Dutch Product Quality Score by Usage
KLM Royal Dutch's Product Quality score was rated the highest by customers who have used KLM Royal Dutch's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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KLM Royal Dutch Product Quality Score by Industry
KLM Royal Dutch's Product Quality score was rated the highest by Education industry customers, and the lowest by Tech industry customers.
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KLM Royal Dutch Product Quality vs. Competitors
Compared to its competitors, KLM Royal Dutch's Product Quality score is rated right above Heathrow Airport, and is preceded by Delta Air Lines.
| COMPANY | Product Quality Score | |
|---|---|---|
| Delta Air Lines | 4.1/5 |
| KLM Royal Dutch | 3.8/5 |
| Heathrow Airport | 3.6/5 |
| Lufthansa | 3.5/5 |
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KLM Royal Dutch Pricing
KLM Royal Dutch ROI & Value For Money
3.7/5
KLM Royal Dutch 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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KLM Royal Dutch 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 Architecture and Planning industry. The users from the Tech industry think that they had the lowest ROI from KLM Royal Dutch.
Quick Insights into KLM Royal Dutch ROI
KLM Royal Dutch's ROI score was rated highest by customers from the Architecture and Planning industry, and rated lowest by Caucasian customers.
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Ranked KLM Royal Dutch ROI the Highest
Ranked KLM Royal Dutch ROI the Lowest
KLM Royal Dutch ROI Score by Gender
Female customers rated KLM Royal Dutch's ROI score 0.6 stars higher than Male customers.
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Male
3.5/5
Female
4.1/5
KLM Royal Dutch ROI Score by Ethnicity
KLM Royal Dutch's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
African American/Black 3.9 | African American/Black | 3.9 |
Asian or Pacific Islander 4.3 | Asian or Pacific Islander | 4.3 |
Other 4.3 | Other | 4.3 |
KLM Royal Dutch ROI Score by Age
KLM Royal Dutch's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 3.3 | 26-30 | 3.3 |
KLM Royal Dutch ROI Score by Usage
KLM Royal Dutch's ROI score was rated the highest by customers who have used KLM Royal Dutch's products/services for 5 to 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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KLM Royal Dutch ROI Score by Industry
KLM Royal Dutch's ROI score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
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KLM Royal Dutch Pricing vs. Competitors
Compared to its competitors, KLM Royal Dutch's ROI score is rated right above Heathrow Airport, and is preceded by Delta Air Lines.
| COMPANY | Pricing Score | |
|---|---|---|
| Delta Air Lines | 3.9/5 |
| KLM Royal Dutch | 3.7/5 |
| Heathrow Airport | 3.6/5 |
| Lufthansa | 3.4/5 |
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KLM Royal Dutch Customer Satisfaction (CSAT)
KLM Royal Dutch Customer Satisfaction (CSAT) Score
74 / 100
KLM Royal Dutch has an overall Customer Satisfaction score of 74 rated by its users and customers.
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Very Satisfied
37%
Satisfied
37%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
2%
Very Dissatisfied
11%
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 KLM Royal Dutch Customer Satisfaction
KLM Royal Dutch's Customer Satisfaction score was rated highest by customers from the Architecture and Planning industry, and rated lowest by Caucasian customers.
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Ranked KLM Royal Dutch Customer Satisfaction the Highest
Ranked KLM Royal Dutch Customer Satisfaction the Lowest
KLM Royal Dutch Customer Satisfaction Score by Gender
Female customers rated KLM Royal Dutch's Customer Satisfaction score 16 points higher than Male customers.
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72 / 100
MaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 22% | |
Neither Satisfied nor Dissatisfied | 7% | |
Dissatisfied | 0% | |
Very Dissatisfied | 21% |
88 / 100
FemaleVery Satisfied | 13% | |
|---|---|---|
Satisfied | 75% | |
Neither Satisfied nor Dissatisfied | 12% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
KLM Royal Dutch Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
KLM Royal Dutch's Customer Satisfaction (CSAT) score was rated 63% according to Caucasian users and customers.
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63 / 100
Very Satisfied
13%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
37%
CSAT according to African American/Black
KLM Royal Dutch's Customer Satisfaction (CSAT) score was rated 80% according to African American/Black users and customers.
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80 / 100
Very Satisfied
60%
Satisfied
20%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
KLM Royal Dutch's Customer Satisfaction (CSAT) score was rated 86% according to Asian or Pacific Islander users and customers.
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86 / 100
Very Satisfied
57%
Satisfied
29%
Neither Satisfied nor Dissatisfied
14%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
KLM Royal Dutch's Customer Satisfaction (CSAT) score was rated 100% according to Other users and customers.
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100 / 100
Very Satisfied
33%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
KLM Royal Dutch Customer Satisfaction Score by Age
KLM Royal Dutch's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 89% | |||||||||||||||
| 26-30 | 67% |
KLM Royal Dutch Customer Satisfaction Score by Usage
KLM Royal Dutch's Customer Satisfaction score was rated the highest by customers who have used KLM Royal Dutch's products/services for Over 10 Years, and the lowest by customers with Less than 1 Year of usage.
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KLM Royal Dutch Customer Satisfaction Score by Industry
KLM Royal Dutch's Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
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{
"title": "KLM Royal Dutch Customer Satisfaction Score by Industry",
"text": "KLM Royal Dutch's Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "KLM Royal Dutch's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "KLM Royal Dutch's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Architecture and Planning",
"groupId": 498,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "KLM Royal Dutch's Customer Satisfaction score is rated by Architecture and Planning customers on Comparably.",
"scoreClassName": "max",
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},
{
"label": "Education",
"groupId": 515,
"score": 100,
"stars": 0,
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"scoreClassName": "max",
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}KLM Royal Dutch Customer Satisfaction vs. Competitors
Compared to its competitors, KLM Royal Dutch's Customer Satisfaction score is rated right above Lufthansa, and is preceded by Heathrow Airport.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Delta Air Lines | 79% |
| Heathrow Airport | 75% |
| KLM Royal Dutch | 74% |
| Lufthansa | 71% |
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KLM Royal Dutch Customer Service
3.7/5
KLM Royal Dutch has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About KLM Royal Dutch's Customer Service
Address
Amsterdamseweg 55, Amstelveen, 1182 GP Azerbaijan
Website
www.klm.com
Phone Number
7
Quick Insights into KLM Royal Dutch Customer Service
KLM Royal Dutch's Customer Service score was rated highest by customers from the Architecture and Planning industry, and rated lowest by Caucasian customers.
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Ranked KLM Royal Dutch Customer Service the Highest
Ranked KLM Royal Dutch Customer Service the Lowest
KLM Royal Dutch Customer Service Score by Gender
Female customers rated KLM Royal Dutch's Customer Service score 0.6 stars higher than Male customers.
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Male
3.6/5
Female
4.2/5
KLM Royal Dutch Customer Service Score by Ethnicity
KLM Royal Dutch's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.7 | Caucasian | 2.7 |
African American/Black 4 | African American/Black | 4 |
Asian or Pacific Islander 4.5 | Asian or Pacific Islander | 4.5 |
Other 4.5 | Other | 4.5 |
KLM Royal Dutch Customer Service Score by Age
KLM Royal Dutch's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.2 | 18-25 | 4.2 |
26-30 3.6 | 26-30 | 3.6 |
KLM Royal Dutch Customer Service Score by Usage
KLM Royal Dutch's Customer Service score was rated the highest by customers who have used KLM Royal Dutch's products/services for 2 to 5 Years, and the lowest by customers with 1 to 2 Years of usage.
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KLM Royal Dutch Customer Service Score by Industry
KLM Royal Dutch's Customer Service score was rated the highest by Architecture and Planning industry customers, and the lowest by Tech industry customers.
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KLM Royal Dutch Customer Service vs. Competitors
Compared to its competitors, KLM Royal Dutch's Customer Service score is rated right above Heathrow Airport, and is preceded by Delta Air Lines.
| COMPANY | Customer Service Score | |
|---|---|---|
| Delta Air Lines | 4/5 |
| KLM Royal Dutch | 3.7/5 |
| Heathrow Airport | 3.6/5 |
| Lufthansa | 3.3/5 |
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KLM Royal Dutch as an Employer
Consumer vs. Employees
KLM Royal Dutch scored a 42 for Net Promoter Score and a 16 for Employee Net Promoter Score. NPS gauges how likely a customer of KLM Royal Dutch would recommend the brand to a friend. ENPS measures how likely KLM Royal Dutch employees would recommend working at KLM Royal Dutch to a friend.
Net Promoter Score
42
NPS Score
| 61% | Promoters |
|---|---|
| 20% | Passive |
| 19% | Detractors |
Employee Net Promoter Score
16
eNPS Score
| 33% | Promoters |
|---|---|
| 50% | Passive |
| 17% | Detractors |
