28
NPS
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Virgin America
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About Virgin America's Brand
Virgin America is a California-based airline. Among its major competitors, Virgin America is ranked in 4th place for NPS while Norwegian Air Shuttle is 1st, and Singapore Airlines is 2nd.Their current market cap is $7.29B
Brand at a Glance
47%
Customer Loyalty
3.2/5
Product Quality
3.1/5
Pricing
3.5/5
Customer Service
Virgin America Ranking
- #3 / 4 of its competitors
Virgin America NPS
Virgin America's Net Promoter Score (NPS) is a 28 with 57% Promoters, 14% Passives, and 29% Detractors. Net Promoter Score tracks whether Virgin America's customers would recommend using the product based on a scale of -100 to 100.
Virgin America Overall NPS
| 57% | Promoters |
|---|---|
| 14% | Passives |
| 29% | Detractors |
Virgin America NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2020 -100 | Mar 2020 | -100 |
Oct 2020 -50 | Oct 2020 | -50 |
Jun 2021 0 | Jun 2021 | 0 |
Feb 2022 25 | Feb 2022 | 25 |
Mar 2022 40 | Mar 2022 | 40 |
Sep 2022 49 | Sep 2022 | 49 |
Nov 2022 29 | Nov 2022 | 29 |
How Other Brands Compare
Virgin America is ranked third for NPS among its competitors. Singapore Airlines and Alaska Air Group come in first and second, with AirAsia coming in at #4. Among those competitors, it is the third most valued company behind Singapore Airlines.
Virgin America |  Alaska Air Group |  AirAsia |  Singapore Airlines | |
| Global Ranking | #- | #222 | #880 | #- |
| NPS | 28 | 36 | 20 | 46 |
| Valuation Updated every 24 hours for public companies | $7.29B | $8.61B | - | $12.34B |
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.
Virgin America NPS by Age
Virgin America's NPS was rated 67 points by customers ages 18-25 on Comparably.
Virgin America NPS vs. Competitors
Compared to its competitors, Virgin America's NPS is rated right above Republic Airways Holdings, and is preceded by Alaska Air Group.
| COMPANY | NPS Score | |
|---|---|---|
 | Norwegian Air Shuttle | 100 |
| Singapore Airlines | 46 |
| Alaska Air Group | 36 |
| Virgin America | 28 |
 | Republic Airways Holdings | 23 |
| AirAsia | 20 |
 | Spirit Airlines | -54 |
Virgin America Customer Loyalty
47%
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.
47% of Virgin America users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Virgin America Customer Loyalty Score by Age
Virgin America's Customer Loyalty score was rated 40% by customers ages 18-25 on Comparably.
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0
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40%
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100%
| Summary | Age | Score |
|---|---|---|
18-25 40% | 18-25 | 40% |
Virgin America Customer Loyalty vs. Competitors
Compared to its competitors, Virgin America's Customer Loyalty score is rated right below Spirit Airlines.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Norwegian Air Shuttle | 100% |
| Alaska Air Group | 79% |
| AirAsia | 79% |
| Singapore Airlines | 76% |
| Republic Airways Holdings | 68% |
| Spirit Airlines | 49% |
| Virgin America | 47% |
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Virgin America Product Quality
3.2/5
Virgin America has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
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Virgin America Product Information
Virgin America’s product quality score is a 3.2 out of 5 as rated by its users and customers.
- Website
- http://www.virginamerica.com
- Company Size
- 1,001-5,000 Employees
Industry
Travel
Quick Insights into Virgin America Product Quality
Virgin America's Product Quality score was rated highest by customers ages 18-25.
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Ranked Virgin America Product Quality the Highest
Virgin America Product Quality Score by Age
Virgin America's Product Quality score was rated 3.8 stars by customers ages 18-25 on Comparably.
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| Summary | Age | Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
Virgin America Product Quality vs. Competitors
Compared to its competitors, Virgin America's Product Quality score is rated right above Spirit Airlines, and is preceded by AirAsia.
| COMPANY | Product Quality Score | |
|---|---|---|
| Norwegian Air Shuttle | 5/5 |
| Singapore Airlines | 4.2/5 |
| Alaska Air Group | 4/5 |
| Republic Airways Holdings | 3.9/5 |
| AirAsia | 3.8/5 |
| Virgin America | 3.2/5 |
| Spirit Airlines | 1.7/5 |
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Virgin America Pricing
Virgin America ROI & Value For Money
3.1/5
Virgin America has a value for money and ROI score of 3.1 out of 5 stars rated by its users and customers.
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Quick Insights into Virgin America ROI
Virgin America's ROI score was rated highest by customers ages 18-25.
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Ranked Virgin America ROI the Highest
Virgin America ROI Score by Age
Virgin America's ROI score was rated 4.6 stars by customers ages 18-25 on Comparably.
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| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
Virgin America Pricing vs. Competitors
Compared to its competitors, Virgin America's ROI score is rated right above Republic Airways Holdings, and is preceded by Alaska Air Group.
| COMPANY | Pricing Score | |
|---|---|---|
| Norwegian Air Shuttle | 5/5 |
| Singapore Airlines | 3.9/5 |
| AirAsia | 3.7/5 |
| Alaska Air Group | 3.7/5 |
| Virgin America | 3.1/5 |
| Republic Airways Holdings | 3.1/5 |
| Spirit Airlines | 1.9/5 |
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Virgin America Customer Satisfaction (CSAT)
Virgin America Customer Satisfaction (CSAT) Score
100 / 100
Virgin America has an overall Customer Satisfaction score of 100 rated by its users and customers.
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Very Satisfied
100%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
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.
Virgin America Customer Satisfaction vs. Competitors
Compared to its competitors, Virgin America's Customer Satisfaction score is rated right above Republic Airways Holdings, and is preceded by Norwegian Air Shuttle.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Norwegian Air Shuttle | 100% |
| Virgin America | 100% |
| Republic Airways Holdings | 100% |
| Singapore Airlines | 84% |
| AirAsia | 75% |
| Alaska Air Group | 74% |
| Spirit Airlines | 22% |
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Virgin America Customer Service
3.5/5
Virgin America has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About Virgin America's Customer Service
Address
555 Airport Blvd, Burlingame, CA
Website
http://www.virginamerica.com
Phone Number
16507627005
Quick Insights into Virgin America Customer Service
Virgin America's Customer Service score was rated highest by customers ages 18-25.
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Ranked Virgin America Customer Service the Highest
Virgin America Customer Service Score by Age
Virgin America's Customer Service score was rated 4.6 stars by customers ages 18-25 on Comparably.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
Virgin America Customer Service vs. Competitors
Compared to its competitors, Virgin America's Customer Service score is rated right above Republic Airways Holdings, and is preceded by AirAsia.
| COMPANY | Customer Service Score | |
|---|---|---|
| Norwegian Air Shuttle | 5/5 |
| Singapore Airlines | 4.2/5 |
| Alaska Air Group | 4/5 |
| AirAsia | 3.7/5 |
| Virgin America | 3.5/5 |
| Republic Airways Holdings | 3.1/5 |
| Spirit Airlines | 1.7/5 |
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Virgin America as an Employer
3.8/5
Virgin America has a 3.8/5 stars for its overall company culture rated by their employees
bottom
40%
Consumer vs. Employees
Virgin America scored a 28 for Net Promoter Score and a 0 for Employee Net Promoter Score. NPS gauges how likely a customer of Virgin America would recommend the brand to a friend. ENPS measures how likely Virgin America employees would recommend working at Virgin America to a friend.
Net Promoter Score
28
NPS Score
| 57% | Promoters |
|---|---|
| 14% | Passive |
| 29% | Detractors |
Employee Net Promoter Score
0
eNPS Score
| 50% | Promoters |
|---|---|
| 0% | Passive |
| 50% | Detractors |
