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NPS
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Qantas Airways
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About Qantas Airways' Brand
Provider of domestic and international airline services. The company offers long distance airline services. It also provides logistic and courier services.
Brand at a Glance
73%
Customer Loyalty
3.6/5
Product Quality
3.4/5
Pricing
3.3/5
Customer Service
Qantas Airways NPS
Qantas Airways's Net Promoter Score (NPS) is a -2 with 38% Promoters, 22% Passives, and 40% Detractors. Net Promoter Score tracks whether Qantas Airways's customers would recommend using the product based on a scale of -100 to 100.
Qantas Airways Overall NPS
| 38% | Promoters |
|---|---|
| 22% | Passives |
| 40% | Detractors |
Qantas Airways NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Sep 2024 0 | Sep 2024 | 0 |
Oct 2024 0 | Oct 2024 | 0 |
Dec 2024 -4 | Dec 2024 | -4 |
Jan 2025 -3 | Jan 2025 | -3 |
Feb 2025 -6 | Feb 2025 | -6 |
Mar 2025 -5 | Mar 2025 | -5 |
May 2025 -3 | May 2025 | -3 |
Jun 2025 0 | Jun 2025 | 0 |
Aug 2025 2 | Aug 2025 | 2 |
Oct 2025 1 | Oct 2025 | 1 |
Dec 2025 -1 | Dec 2025 | -1 |
Jan 2026 -2 | Jan 2026 | -2 |
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.
Qantas Airways NPS by Gender
Female customers rated Qantas Airways's NPS 56 points higher than Male customers.
Male
-13
Qantas Airways's NPS was rated -13 by Male customers on Comparably.
37%
Promoters
13%
Passives
50%
Detractors
Female
43
Qantas Airways's NPS was rated 43 by Female customers on Comparably.
57%
Promoters
29%
Passives
14%
Detractors
Qantas Airways NPS by Ethnicity
Qantas Airways's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 11 | Caucasian | 11 |
Asian or Pacific Islander 67 | Asian or Pacific Islander | 67 |
Qantas Airways NPS by Age
Qantas Airways's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 18-25.
Qantas Airways NPS by Usage
Qantas Airways's NPS was rated 9 points by customers who have used Qantas Airways's products/services for Over 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years 9 | Over 10 Years | 9 |
Qantas Airways Customer Reviews
Out of the 6 Qantas Airways customer reviews 4 were positive and 2 were constructive. Qantas Airways customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Qantas Airways Customer Loyalty
73%
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.
73% of Qantas Airways users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Qantas Airways Customer Loyalty Score by Gender
Female customers rated Qantas Airways's Customer Loyalty score 9% higher than Male customers.
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Male
78%
Yes
Female
87%
Yes
Qantas Airways Customer Loyalty Score by Ethnicity
Qantas Airways's Customer Loyalty score was rated the highest by Caucasian customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
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90
out of 100
Caucasian
70
out of 100
Asian or Pacific Islander
Qantas Airways Customer Loyalty Score by Age
Qantas Airways's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 40% | 18-25 | 40% |
41-45 100% | 41-45 | 100% |
56-60 100% | 56-60 | 100% |
Qantas Airways Customer Loyalty Score by Usage
Qantas Airways's Customer Loyalty score was rated 92% by customers who have used Qantas Airways's products/services for Over 10 Years.
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Qantas Airways Customer Loyalty Score by Industry
Qantas Airways's Customer Loyalty score was rated 70% by Tech industry customers.
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Qantas Airways Product Quality
3.6/5
Qantas Airways has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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Qantas Airways Product Information
Qantas 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 Qantas Airways's product the highest.
- Website
- www.qantas.com
- Company Size
- 10,000+ Employees
Quick Insights into Qantas Airways Product Quality
Qantas Airways's Product Quality score was rated highest by customers ages 41-45, and rated lowest by customers ages 18-25.
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Ranked Qantas Airways Product Quality the Highest
Ranked Qantas Airways Product Quality the Lowest
Qantas Airways Product Quality Score by Gender
Female customers rated Qantas Airways's Product Quality score 0.2 stars higher than Male customers.
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Male
3.5/5
Female
3.7/5
Qantas Airways Product Quality Score by Ethnicity
Qantas Airways's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Qantas Airways.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Qantas Airways Product Quality Score by Age
Qantas Airways's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Qantas Airways.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.3 | 18-25 | 3.3 |
41-45 4.6 | 41-45 | 4.6 |
56-60 3.5 | 56-60 | 3.5 |
Qantas Airways Product Quality Score by Usage
Qantas Airways's Product Quality score was rated 3.7 stars by customers who have used Qantas Airways's products/services for Over 10 Years.
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Qantas Airways Product Quality Score by Industry
Qantas Airways's Product Quality score was rated 3 stars by Tech industry customers.
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Qantas Airways Pricing
Qantas Airways ROI & Value For Money
3.4/5
Qantas Airways 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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Qantas 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 Qantas Airways ROI
Qantas Airways's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by Male customers.
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Ranked Qantas Airways ROI the Highest
Ranked Qantas Airways ROI the Lowest
Qantas Airways ROI Score by Gender
Female customers rated Qantas Airways's ROI score 0.7 stars higher than Male customers.
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Male
3.2/5
Female
3.9/5
Qantas Airways ROI Score by Ethnicity
Qantas Airways's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Qantas Airways.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Qantas Airways ROI Score by Age
Qantas Airways's ROI score was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Qantas Airways.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
41-45 3.8 | 41-45 | 3.8 |
56-60 4 | 56-60 | 4 |
Qantas Airways ROI Score by Usage
Qantas Airways's ROI score was rated 3.4 stars by customers who have used Qantas Airways's products/services for Over 10 Years.
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Qantas Airways ROI Score by Industry
Qantas Airways's ROI score was rated 2.8 stars by Tech industry customers.
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Qantas Airways Customer Satisfaction (CSAT)
Qantas Airways Customer Satisfaction (CSAT) Score
69 / 100
Qantas Airways has an overall Customer Satisfaction score of 69 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
41%
Satisfied
28%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
3%
Very Dissatisfied
13%
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 Qantas Airways Customer Satisfaction
Qantas Airways's Customer Satisfaction score was rated highest by Female customers, and rated lowest by Male customers.
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Ranked Qantas Airways Customer Satisfaction the Highest
Ranked Qantas Airways Customer Satisfaction the Lowest
Qantas Airways Customer Satisfaction Score by Gender
Female customers rated Qantas Airways's Customer Satisfaction score 29 points higher than Male customers.
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57 / 100
MaleVery Satisfied | 28% | |
|---|---|---|
Satisfied | 29% | |
Neither Satisfied nor Dissatisfied | 14% | |
Dissatisfied | 0% | |
Very Dissatisfied | 29% |
86 / 100
FemaleVery Satisfied | 29% | |
|---|---|---|
Satisfied | 57% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 14% |
Qantas Airways Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Qantas Airways' Customer Satisfaction (CSAT) score was rated 67% according to Caucasian users and customers.
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67 / 100
Very Satisfied
33%
Satisfied
34%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
Qantas Airways Customer Satisfaction Score by Age
Qantas Airways's Customer Satisfaction score was rated 67 points by customers ages 18-25 and customers ages 56-60 on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 67% | |||||||||||||||
| 56-60 | 67% |
Qantas Airways Customer Satisfaction Score by Usage
Qantas Airways's Customer Satisfaction score was rated 70 points by customers who have used Qantas Airways's products/services for Over 10 Years.
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Qantas Airways Customer Satisfaction Score by Industry
Qantas Airways's Customer Satisfaction score was rated 33 points by Tech industry customers.
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{
"title": "Qantas Airways Customer Satisfaction Score by Industry",
"text": "Qantas Airways's Customer Satisfaction score was rated 33 points by Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "Qantas Airways's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 33
}
]
}Qantas Airways Customer Service
3.3/5
Qantas Airways has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.
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About Qantas Airways's Customer Service
Address
10 Bourke Road, Mascot, 2020
Website
www.qantas.com
Phone Number
7
Quick Insights into Qantas Airways Customer Service
Qantas Airways's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by Male customers.
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Ranked Qantas Airways Customer Service the Highest
Ranked Qantas Airways Customer Service the Lowest
Qantas Airways Customer Service Score by Gender
Female customers rated Qantas Airways's Customer Service score 0.6 stars higher than Male customers.
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Male
3/5
Female
3.6/5
Qantas Airways Customer Service Score by Ethnicity
Qantas Airways's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Qantas Airways.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Qantas Airways Customer Service Score by Age
Qantas Airways's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Qantas Airways.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
41-45 4 | 41-45 | 4 |
56-60 3.1 | 56-60 | 3.1 |
Qantas Airways Customer Service Score by Usage
Qantas Airways's Customer Service score was rated 3.1 stars by customers who have used Qantas Airways's products/services for Over 10 Years.
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Qantas Airways Customer Service Score by Industry
Qantas Airways's Customer Service score was rated 2.8 stars by Tech industry customers.
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Qantas Airways as an Employer
2.2/5
Qantas Airways has a 2.2/5 stars for its overall company culture rated by their employees
bottom
25%
Consumer vs. Employees
Qantas Airways scored a -2 for Net Promoter Score and a -14 for Employee Net Promoter Score. NPS gauges how likely a customer of Qantas Airways would recommend the brand to a friend. ENPS measures how likely Qantas Airways employees would recommend working at Qantas Airways to a friend.
Net Promoter Score
-2
NPS Score
| 38% | Promoters |
|---|---|
| 22% | Passive |
| 40% | Detractors |
Employee Net Promoter Score
-14
eNPS Score
| 43% | Promoters |
|---|---|
| 0% | Passive |
| 57% | Detractors |
