-16
NPS
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TSA
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About TSA's Brand
TSA is an agency of the U.S. Department of Homeland Security. Among its major competitors, TSA is ranked in 6th place for NPS while Department of Homeland Security is 1st, and Delta Air Lines is 2nd.
Brand at a Glance
81%
Customer Loyalty
3.1/5
Product Quality
2.8/5
Pricing
2.9/5
Customer Service
TSA Ranking
- #4 / 4 of its competitors
TSA NPS
TSA's Net Promoter Score (NPS) is a -16 with 36% Promoters, 12% Passives, and 52% Detractors. Net Promoter Score tracks whether TSA's customers would recommend using the product based on a scale of -100 to 100.
TSA Overall NPS
| 36% | Promoters |
|---|---|
| 12% | Passives |
| 52% | Detractors |
TSA NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Apr 2023 -40 | Apr 2023 | -40 |
Jun 2023 -36 | Jun 2023 | -36 |
Jul 2023 -38 | Jul 2023 | -38 |
Aug 2023 -30 | Aug 2023 | -30 |
Sep 2023 -27 | Sep 2023 | -27 |
Feb 2024 -30 | Feb 2024 | -30 |
Apr 2024 -26 | Apr 2024 | -26 |
May 2024 -22 | May 2024 | -22 |
Jun 2024 -19 | Jun 2024 | -19 |
Sep 2024 -17 | Sep 2024 | -17 |
Feb 2025 -13 | Feb 2025 | -13 |
Mar 2025 -18 | Mar 2025 | -18 |
How Other Brands Compare
TSA is ranked #4 for NPS among its competitors. Delta Air Lines and American Airlines come in first and second, with United Airlines coming in at third.
TSA |  Delta Air Lines |  American Airlines |  United Airlines | |
| Global Ranking | #- | #21 | #138 | #144 |
| NPS | -16 | 43 | 14 | 4 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | - | $31.16B | $11.95B | $18.71B |
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.
TSA NPS by Gender
Female customers rated TSA's NPS 43 points higher than Male customers.
Male
-57
TSA's NPS was rated -57 by Male customers on Comparably.
14%
Promoters
15%
Passives
71%
Detractors
Female
-14
TSA's NPS was rated -14 by Female customers on Comparably.
43%
Promoters
0%
Passives
57%
Detractors
TSA NPS by Ethnicity
TSA's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -100 | Caucasian | -100 |
African American/Black 50 | African American/Black | 50 |
TSA NPS by Age
TSA's NPS was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
TSA NPS by Usage
TSA's NPS was rated -34 points by customers who have used TSA's products/services for Over 10 Years.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Over 10 Years -34 | Over 10 Years | -34 |
TSA NPS vs. Competitors
Compared to its competitors, TSA's NPS is rated right below CLEAR (clearme.com).
| COMPANY | NPS Score | |
|---|---|---|
 | Department of Homeland Security | 100 |
| Delta Air Lines | 43 |
| American Airlines | 14 |
| United Airlines | 4 |
 | CLEAR (clearme.com) | -12 |
| TSA | -16 |
TSA Customer Reviews
Out of the 2 TSA customer reviews 0 were positive and 2 were constructive. TSA customer reviews reflect that all customers expect a better service or product from the company and believe there is room for improvement.
TSA Customer Loyalty
81%
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.
81% of TSA users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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TSA Customer Loyalty Score by Gender
Female customers rated TSA's Customer Loyalty score 39% higher than Male customers.
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Male
61%
Yes
Female
100%
Yes
TSA Customer Loyalty Score by Ethnicity
TSA's Customer Loyalty score was rated the highest by African American/Black 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 TSA.
64
out of 100
Caucasian
78
out of 100
African American/Black
TSA Customer Loyalty Score by Age
TSA's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 70% | 18-25 | 70% |
56-60 100% | 56-60 | 100% |
61-65 100% | 61-65 | 100% |
TSA Customer Loyalty Score by Usage
TSA's Customer Loyalty score was rated 100% by customers who have used TSA's products/services for Over 10 Years.
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TSA Customer Loyalty Score by Industry
TSA's Customer Loyalty score was rated 100% by Healthcare, Hospitals and Medicine industry customers.
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TSA Customer Loyalty vs. Competitors
Compared to its competitors, TSA's Customer Loyalty score is rated right above United Airlines, and is preceded by Delta Air Lines.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Department of Homeland Security | 85% |
| Delta Air Lines | 83% |
| TSA | 81% |
| United Airlines | 72% |
| American Airlines | 70% |
| CLEAR (clearme.com) | 62% |
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TSA Product Quality
3.1/5
TSA has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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TSA Product Information
TSA’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated TSA's product the highest.
- Website
- http://tsa.gov/
- Company Size
- 10,000+ Employees
Industry
Tech
Government & Legal
Travel
Quick Insights into TSA Product Quality
TSA's Product Quality score was rated highest by African American/Black customers, and rated lowest by Caucasian customers.
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Ranked TSA Product Quality the Highest
Ranked TSA Product Quality the Lowest
TSA Product Quality Score by Gender
Female customers rated TSA's Product Quality score 0.7 stars higher than Male customers.
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Male
2/5
Female
2.7/5
TSA Product Quality Score by Ethnicity
TSA's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 4.1 | African American/Black | 4.1 |
TSA Product Quality Score by Age
TSA's Product Quality score was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 1.8 | 18-25 | 1.8 |
56-60 3.5 | 56-60 | 3.5 |
61-65 3.5 | 61-65 | 3.5 |
TSA Product Quality Score by Usage
TSA's Product Quality score was rated 2.6 stars by customers who have used TSA's products/services for Over 10 Years.
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TSA Product Quality Score by Industry
TSA's Product Quality score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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TSA Product Quality vs. Competitors
Compared to its competitors, TSA's Product Quality score is rated right above CLEAR (clearme.com), and is preceded by United Airlines.
| COMPANY | Product Quality Score | |
|---|---|---|
| Department of Homeland Security | 4.1/5 |
| Delta Air Lines | 4.1/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.2/5 |
| TSA | 3.1/5 |
| CLEAR (clearme.com) | 3/5 |
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TSA Pricing
TSA ROI & Value For Money
2.8/5
TSA has a value for money and ROI score of 2.8 out of 5 stars rated by its users and customers.
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TSA 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 Healthcare, Hospitals and Medicine industry.
Quick Insights into TSA ROI
TSA's ROI score was rated highest by customers ages 56-60, and rated lowest by Male customers.
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Ranked TSA ROI the Highest
Ranked TSA ROI the Lowest
TSA ROI Score by Gender
Female customers rated TSA's ROI score 1.1 stars higher than Male customers.
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Male
1.5/5
Female
2.6/5
TSA ROI Score by Ethnicity
TSA's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 3.2 | African American/Black | 3.2 |
TSA ROI Score by Age
TSA's ROI score was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of TSA.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 2.5 | 18-25 | 2.5 |
56-60 3.5 | 56-60 | 3.5 |
61-65 2.5 | 61-65 | 2.5 |
TSA ROI Score by Usage
TSA's ROI score was rated 2.3 stars by customers who have used TSA's products/services for Over 10 Years.
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TSA ROI Score by Industry
TSA's ROI score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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TSA Pricing vs. Competitors
Compared to its competitors, TSA's ROI score is rated right below CLEAR (clearme.com).
| COMPANY | Pricing Score | |
|---|---|---|
| Department of Homeland Security | 4.2/5 |
| Delta Air Lines | 3.9/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.1/5 |
| CLEAR (clearme.com) | 2.9/5 |
| TSA | 2.8/5 |
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TSA Customer Satisfaction (CSAT)
TSA Customer Satisfaction (CSAT) Score
57 / 100
TSA has an overall Customer Satisfaction score of 57 rated by its users and customers.
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Very Satisfied
33%
Satisfied
24%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
3%
Very Dissatisfied
22%
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 TSA Customer Satisfaction
TSA's Customer Satisfaction score was rated highest by African American/Black customers, and rated lowest by Caucasian customers.
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Ranked TSA Customer Satisfaction the Highest
Ranked TSA Customer Satisfaction the Lowest
TSA Customer Satisfaction Score by Gender
Female customers rated TSA's Customer Satisfaction score 7 points higher than Male customers.
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33 / 100
MaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 33% | |
Dissatisfied | 0% | |
Very Dissatisfied | 34% |
40 / 100
FemaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 20% | |
Very Dissatisfied | 40% |
TSA Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
TSA's Customer Satisfaction (CSAT) score was rated 0% according to Caucasian users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
CSAT according to African American/Black
TSA's Customer Satisfaction (CSAT) score was rated 75% according to African American/Black users and customers.
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75 / 100
Very Satisfied
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
0%
Very Dissatisfied
0%
TSA Customer Satisfaction Score by Age
TSA's Customer Satisfaction score was rated 67 points by customers ages 56-60 on Comparably.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 56-60 | 67% |
TSA Customer Satisfaction Score by Usage
TSA's Customer Satisfaction score was rated 43 points by customers who have used TSA's products/services for Over 10 Years.
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TSA Customer Satisfaction Score by Industry
TSA's Customer Satisfaction score was rated 0 points by Healthcare, Hospitals and Medicine industry customers.
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"title": "TSA Customer Satisfaction Score by Industry",
"text": "TSA's Customer Satisfaction score was rated 0 points by Healthcare, Hospitals and Medicine industry customers.",
"bars": [
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "TSA's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "max",
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}TSA Customer Satisfaction vs. Competitors
Compared to its competitors, TSA's Customer Satisfaction score is rated right above CLEAR (clearme.com), and is preceded by United Airlines.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Department of Homeland Security | 100% |
| Delta Air Lines | 79% |
| American Airlines | 65% |
| United Airlines | 59% |
| TSA | 57% |
| CLEAR (clearme.com) | 49% |
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TSA Customer Service
2.9/5
TSA has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About TSA's Customer Service
Address
Arlington, VA
Website
http://tsa.gov/
Quick Insights into TSA Customer Service
TSA's Customer Service score was rated highest by African American/Black customers, and rated lowest by Caucasian customers.
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Ranked TSA Customer Service the Highest
Ranked TSA Customer Service the Lowest
TSA Customer Service Score by Gender
Female customers rated TSA's Customer Service score 0.3 stars higher than Male customers.
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Male
2.1/5
Female
2.4/5
TSA Customer Service Score by Ethnicity
TSA's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
African American/Black 4.2 | African American/Black | 4.2 |
TSA Customer Service Score by Age
TSA's Customer Service score was rated the highest by customers ages 56-60, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 2.5 | 18-25 | 2.5 |
56-60 3.5 | 56-60 | 3.5 |
61-65 2.5 | 61-65 | 2.5 |
TSA Customer Service Score by Usage
TSA's Customer Service score was rated 2.1 stars by customers who have used TSA's products/services for Over 10 Years.
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TSA Customer Service Score by Industry
TSA's Customer Service score was rated 1.5 stars by Healthcare, Hospitals and Medicine industry customers.
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TSA Customer Service vs. Competitors
Compared to its competitors, TSA's Customer Service score is rated right below CLEAR (clearme.com).
| COMPANY | Customer Service Score | |
|---|---|---|
| Department of Homeland Security | 4.2/5 |
| Delta Air Lines | 4/5 |
| American Airlines | 3.4/5 |
| United Airlines | 3.1/5 |
| CLEAR (clearme.com) | 3/5 |
| TSA | 2.9/5 |
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Consumer vs. Employees
TSA scored a -16 for Net Promoter Score and a -12 for Employee Net Promoter Score. NPS gauges how likely a customer of TSA would recommend the brand to a friend. ENPS measures how likely TSA employees would recommend working at TSA to a friend.
Net Promoter Score
-16
NPS Score
| 36% | Promoters |
|---|---|
| 12% | Passive |
| 52% | Detractors |
Employee Net Promoter Score
-12
eNPS Score
| 34% | Promoters |
|---|---|
| 20% | Passive |
| 46% | Detractors |
