24
NPS
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Traveloka
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About Traveloka's Brand
Operator of an online travel search engine designed to focus on domestic travel. The company's online travel search engine compares airfares from various other sites, enabling consumers to book air tickets and hotels online. Among its major competitors, Traveloka is ranked in 2nd place for NPS while Garuda Indonesia is 1st, and AirAsia is 3rd.
Brand at a Glance
67%
Customer Loyalty
3.8/5
Product Quality
3.6/5
Pricing
3.6/5
Customer Service
Traveloka Ranking
- #2 / 4 of its competitors
Traveloka NPS
Traveloka's Net Promoter Score (NPS) is a 24 with 41% Promoters, 42% Passives, and 17% Detractors. Net Promoter Score tracks whether Traveloka's customers would recommend using the product based on a scale of -100 to 100.
Traveloka Overall NPS
| 41% | Promoters |
|---|---|
| 42% | Passives |
| 17% | Detractors |
Traveloka NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2023 15 | Jul 2023 | 15 |
Aug 2023 19 | Aug 2023 | 19 |
Sep 2023 13 | Sep 2023 | 13 |
Oct 2023 18 | Oct 2023 | 18 |
Nov 2023 16 | Nov 2023 | 16 |
Dec 2023 15 | Dec 2023 | 15 |
Jan 2024 15 | Jan 2024 | 15 |
Jun 2024 19 | Jun 2024 | 19 |
Oct 2024 24 | Oct 2024 | 24 |
Dec 2024 27 | Dec 2024 | 27 |
Feb 2025 23 | Feb 2025 | 23 |
Nov 2025 24 | Nov 2025 | 24 |
How Other Brands Compare
Traveloka is ranked second for NPS among its competitors. Garuda Indonesia and AirAsia come in first and third, with Wizz Air coming in at #4.
Traveloka |  AirAsia |  Garuda Indonesia |  Wizz Air | |
| Global Ranking | #- | #880 | #- | #- |
| NPS | 24 | 20 | 57 | -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.
Traveloka NPS by Gender
Traveloka's NPS was rated 75 by Female customers on Comparably.
Female
75
Traveloka's NPS was rated 75 by Female customers on Comparably.
75%
Promoters
25%
Passives
0%
Detractors
Male
N/A
Traveloka's NPS is not yet rated by Male customers.
0%
Promoters
0%
Passives
0%
Detractors
Traveloka NPS by Ethnicity
Traveloka's NPS was rated 50 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 50 | Asian or Pacific Islander | 50 |
Traveloka NPS by Age
Traveloka's NPS was rated 67 points by customers ages 18-25 on Comparably.
Traveloka NPS by Usage
Traveloka's NPS was rated 67 points by customers who have used Traveloka'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 |
Traveloka NPS vs. Competitors
Compared to its competitors, Traveloka's NPS is rated right above AirAsia, and is preceded by Garuda Indonesia.
| COMPANY | NPS Score | |
|---|---|---|
| Garuda Indonesia | 57 |
| Traveloka | 24 |
| AirAsia | 20 |
| Wizz Air | -12 |
 | RateGain | -50 |
Traveloka Customer Loyalty
67%
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.
67% of Traveloka users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Traveloka Customer Loyalty Score by Gender
Traveloka's Customer Loyalty score was rated 78 by Female customers on Comparably.
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Female
78%
Yes
Male
N/A
Yes
Traveloka Customer Loyalty Score by Ethnicity
Traveloka's Customer Loyalty score was rated 55% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
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55
out of 100
Asian or Pacific Islander
Traveloka Customer Loyalty Score by Age
Traveloka's Customer Loyalty score was rated 70% by customers ages 18-25 on Comparably.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
Traveloka Customer Loyalty Score by Usage
Traveloka's Customer Loyalty score was rated 70% by customers who have used Traveloka's products/services for 1 to 2 Years.
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Traveloka Customer Loyalty vs. Competitors
Compared to its competitors, Traveloka's Customer Loyalty score is rated right above Wizz Air, and is preceded by RateGain.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Garuda Indonesia | 89% |
| AirAsia | 79% |
| RateGain | 68% |
| Traveloka | 67% |
| Wizz Air | 64% |
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Traveloka Product Quality
3.8/5
Traveloka has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Traveloka Product Information
Traveloka’s product quality score is a 3.8 out of 5 as rated by its users and customers.
- Website
- www.traveloka.com
- Company Size
- 201-500 Employees
Quick Insights into Traveloka Product Quality
Traveloka's Product Quality score was rated highest by Female customers.
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Ranked Traveloka Product Quality the Highest
Traveloka Product Quality Score by Gender
Traveloka's Product Quality score was rated 4.5 by Female customers on Comparably.
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Female
4.5/5
Male
N/A
Traveloka Product Quality Score by Ethnicity
Traveloka's Product Quality score was rated 4.1 stars by Asian or Pacific Islander customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4.1 | Asian or Pacific Islander | 4.1 |
Traveloka Product Quality Score by Age
Traveloka's Product Quality score was rated 4.3 stars by customers ages 18-25 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
Traveloka Product Quality Score by Usage
Traveloka's Product Quality score was rated 4.3 stars by customers who have used Traveloka's products/services for 1 to 2 Years.
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Traveloka Product Quality vs. Competitors
Compared to its competitors, Traveloka's Product Quality score is rated right above AirAsia, and is preceded by Garuda Indonesia.
| COMPANY | Product Quality Score | |
|---|---|---|
| Garuda Indonesia | 4.1/5 |
| Traveloka | 3.8/5 |
| AirAsia | 3.8/5 |
| RateGain | 3.5/5 |
| Wizz Air | 3.3/5 |
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Traveloka Pricing
Traveloka ROI & Value For Money
3.6/5
Traveloka has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Quick Insights into Traveloka ROI
Traveloka's ROI score was rated highest by Female customers.
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Ranked Traveloka ROI the Highest
Traveloka ROI Score by Gender
Traveloka's ROI score was rated 4.2 by Female customers on Comparably.
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Female
4.2/5
Male
N/A
Traveloka ROI Score by Ethnicity
Traveloka's ROI score was rated 4 stars by Asian or Pacific Islander customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Traveloka ROI Score by Age
Traveloka's ROI score was rated 4.1 stars by customers ages 18-25 on Comparably.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.1 | 18-25 | 4.1 |
Traveloka ROI Score by Usage
Traveloka's ROI score was rated 4.1 stars by customers who have used Traveloka's products/services for 1 to 2 Years.
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Traveloka Pricing vs. Competitors
Compared to its competitors, Traveloka's ROI score is rated right above Wizz Air, and is preceded by Garuda Indonesia.
| COMPANY | Pricing Score | |
|---|---|---|
| AirAsia | 3.7/5 |
| RateGain | 3.7/5 |
| Garuda Indonesia | 3.7/5 |
| Traveloka | 3.6/5 |
| Wizz Air | 3.4/5 |
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Traveloka Customer Satisfaction (CSAT)
Traveloka Customer Satisfaction (CSAT) Score
90 / 100
Traveloka has an overall Customer Satisfaction score of 90 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
40%
Satisfied
50%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
10%
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 Traveloka Customer Satisfaction
Traveloka's Customer Satisfaction score was rated highest by customers who have used Traveloka's products/services for 1 to 2 Years.
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Ranked Traveloka Customer Satisfaction the Highest
Traveloka Customer Satisfaction Score by Gender
Traveloka's Customer Satisfaction score was rated 100 by Female customers on Comparably.
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100 / 100
FemaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 50% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Traveloka Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Traveloka's Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
25%
Satisfied
75%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Traveloka Customer Satisfaction Score by Age
Traveloka's Customer Satisfaction score was rated 100 points by customers ages 18-25 on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 100% |
Traveloka Customer Satisfaction Score by Usage
Traveloka's Customer Satisfaction score was rated 100 points by customers who have used Traveloka's products/services for 1 to 2 Years.
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Traveloka Customer Satisfaction vs. Competitors
Compared to its competitors, Traveloka's Customer Satisfaction score is rated right above AirAsia, and is preceded by RateGain.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Garuda Indonesia | 100% |
| RateGain | 100% |
| Traveloka | 90% |
| AirAsia | 75% |
| Wizz Air | 66% |
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Traveloka Customer Service
3.6/5
Traveloka has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About Traveloka's Customer Service
Address
Wisma 77 Tower 1, 7th floor, Jakarta, 11410 Indonesia
Website
www.traveloka.com
Quick Insights into Traveloka Customer Service
Traveloka's Customer Service score was rated highest by Female customers.
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Ranked Traveloka Customer Service the Highest
Traveloka Customer Service Score by Gender
Traveloka's Customer Service score was rated 4.5 by Female customers on Comparably.
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Female
4.5/5
Male
N/A
Traveloka Customer Service Score by Ethnicity
Traveloka's Customer Service score was rated 4.2 stars by Asian or Pacific Islander customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 4.2 | Asian or Pacific Islander | 4.2 |
Traveloka Customer Service Score by Age
Traveloka's Customer Service score was rated 4.3 stars by customers ages 18-25 on Comparably.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.3 | 18-25 | 4.3 |
Traveloka Customer Service Score by Usage
Traveloka's Customer Service score was rated 4.3 stars by customers who have used Traveloka's products/services for 1 to 2 Years.
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Traveloka Customer Service vs. Competitors
Compared to its competitors, Traveloka's Customer Service score is rated right above Wizz Air, and is preceded by RateGain.
| COMPANY | Customer Service Score | |
|---|---|---|
| Garuda Indonesia | 4.1/5 |
| AirAsia | 3.7/5 |
| RateGain | 3.7/5 |
| Traveloka | 3.6/5 |
| Wizz Air | 3.3/5 |
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Traveloka as an Employer
Consumer vs. Employees
Traveloka scored a 24 for Net Promoter Score and a 87 for Employee Net Promoter Score. NPS gauges how likely a customer of Traveloka would recommend the brand to a friend. ENPS measures how likely Traveloka employees would recommend working at Traveloka to a friend.
Net Promoter Score
24
NPS Score
| 41% | Promoters |
|---|---|
| 42% | Passive |
| 17% | Detractors |
Employee Net Promoter Score
87
eNPS Score
| 87% | Promoters |
|---|---|
| 13% | Passive |
| 0% | Detractors |
