13
NPS
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Lufthansa
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About Lufthansa's Brand
Lufthansa ranks among the top ten airlines in the world in terms of size and is the second largest European airline.
Brand at a Glance
71%
Customer Loyalty
3.5/5
Product Quality
3.4/5
Pricing
3.3/5
Customer Service
Lufthansa NPS
Lufthansa's Net Promoter Score (NPS) is a 13 with 49% Promoters, 15% Passives, and 36% Detractors. Net Promoter Score tracks whether Lufthansa's customers would recommend using the product based on a scale of -100 to 100.
Lufthansa Overall NPS
| 49% | Promoters |
|---|---|
| 15% | Passives |
| 36% | Detractors |
Lufthansa NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2024 11 | Jul 2024 | 11 |
Aug 2024 13 | Aug 2024 | 13 |
Oct 2024 12 | Oct 2024 | 12 |
Nov 2024 12 | Nov 2024 | 12 |
Jan 2025 10 | Jan 2025 | 10 |
Mar 2025 11 | Mar 2025 | 11 |
May 2025 13 | May 2025 | 13 |
Aug 2025 12 | Aug 2025 | 12 |
Sep 2025 12 | Sep 2025 | 12 |
Oct 2025 12 | Oct 2025 | 12 |
Dec 2025 14 | Dec 2025 | 14 |
Jan 2026 11 | Jan 2026 | 11 |
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.
Lufthansa NPS by Gender
Female customers rated Lufthansa's NPS 19 points higher than Male customers.
Male
-11
Lufthansa's NPS was rated -11 by Male customers on Comparably.
41%
Promoters
7%
Passives
52%
Detractors
Female
8
Lufthansa's NPS was rated 8 by Female customers on Comparably.
48%
Promoters
12%
Passives
40%
Detractors
Lufthansa NPS by Ethnicity
Lufthansa's NPS was rated the highest by Native American customers, and the lowest by Asian or Pacific Islander customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -35 | Caucasian | -35 |
African American/Black 20 | African American/Black | 20 |
Asian or Pacific Islander -38 | Asian or Pacific Islander | -38 |
Native American 100 | Native American | 100 |
Other 18 | Other | 18 |
Lufthansa NPS by Age
Lufthansa's NPS was rated the highest by customers ages 56-60, and the lowest by customers ages 26-30.
Lufthansa NPS by Usage
Lufthansa's NPS was rated the highest by customers who have used Lufthansa's products/services for 1 to 2 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 -46 | Less than 1 Year | -46 |
1 to 2 Years 50 | 1 to 2 Years | 50 |
2 to 5 Years 7 | 2 to 5 Years | 7 |
5 to 10 Years 50 | 5 to 10 Years | 50 |
Over 10 Years -20 | Over 10 Years | -20 |
Lufthansa Customer Reviews
Out of the 12 Lufthansa customer reviews 6 were positive and 6 were constructive. Lufthansa customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Lufthansa Customer Loyalty
71%
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.
71% of Lufthansa 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?"
Lufthansa Customer Loyalty Score by Gender
Female customers rated Lufthansa's Customer Loyalty score 1% higher than Male customers.
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Male
70%
Yes
Female
71%
Yes
Lufthansa Customer Loyalty Score by Ethnicity
Lufthansa's Customer Loyalty score was rated the highest by Native American customers, and the lowest by African American/Black customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Lufthansa.
73
out of 100
Caucasian
46
out of 100
African American/Black
66
out of 100
Asian or Pacific Islander
100
out of 100
Native American
72
out of 100
Other
Lufthansa Customer Loyalty Score by Age
Lufthansa's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 36-40.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 64% | 18-25 | 64% |
26-30 55% | 26-30 | 55% |
31-35 78% | 31-35 | 78% |
36-40 49% | 36-40 | 49% |
41-45 61% | 41-45 | 61% |
51-55 85% | 51-55 | 85% |
56-60 100% | 56-60 | 100% |
66+ 100% | 66+ | 100% |
Lufthansa Customer Loyalty Score by Usage
Lufthansa's Customer Loyalty score was rated the highest by customers who have used Lufthansa's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Lufthansa Customer Loyalty Score by Industry
Lufthansa's Customer Loyalty score was rated the highest by Arts and Entertainment industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Lufthansa Product Quality
3.5/5
Lufthansa has an overall Product Quality score of 3.5 out of 5 stars rated by its users and customers.
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Lufthansa Product Information
Lufthansa’s product quality score is a 3.5 out of 5 as rated by its users and customers. Reviewers from the Aerospace and Aviation industry rated Lufthansa's product the highest. Reviewers from the Healthcare, Hospitals and Medicine industry rated Lufthansa the lowest at 1.5.
- Website
- http://www.lufthansa.com
- Company Size
- 10,000+ Employees
Industry
Tech
Travel
Quick Insights into Lufthansa Product Quality
Lufthansa's Product Quality score was rated highest by Native American customers, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Lufthansa Product Quality the Highest
Ranked Lufthansa Product Quality the Lowest
Lufthansa Product Quality Score by Gender
Female customers rated Lufthansa's Product Quality score 0.2 stars higher than Male customers.
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Male
3/5
Female
3.2/5
Lufthansa Product Quality Score by Ethnicity
Lufthansa's Product Quality score was rated the highest by Native American customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Lufthansa.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.4 | Caucasian | 2.4 |
African American/Black 2.8 | African American/Black | 2.8 |
Asian or Pacific Islander 3 | Asian or Pacific Islander | 3 |
Native American 5 | Native American | 5 |
Other 3.5 | Other | 3.5 |
Lufthansa Product Quality Score by Age
Lufthansa's Product Quality score was rated the highest by customers ages 56-60, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Lufthansa.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 1.5 | 26-30 | 1.5 |
31-35 2.7 | 31-35 | 2.7 |
36-40 2.4 | 36-40 | 2.4 |
41-45 3.7 | 41-45 | 3.7 |
51-55 2.3 | 51-55 | 2.3 |
56-60 4.1 | 56-60 | 4.1 |
66+ 2.3 | 66+ | 2.3 |
Lufthansa Product Quality Score by Usage
Lufthansa's Product Quality score was rated the highest by customers who have used Lufthansa's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Lufthansa Product Quality Score by Industry
Lufthansa's Product Quality score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Lufthansa Pricing
Lufthansa ROI & Value For Money
3.4/5
Lufthansa 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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Lufthansa 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 Aerospace and Aviation industry. The users from the Healthcare, Hospitals and Medicine industry think that they had the lowest ROI from Lufthansa.
Quick Insights into Lufthansa ROI
Lufthansa's ROI score was rated highest by Native American customers, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Lufthansa ROI the Highest
Ranked Lufthansa ROI the Lowest
Lufthansa ROI Score by Gender
Female customers rated Lufthansa's ROI score 0.4 stars higher than Male customers.
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Male
2.7/5
Female
3.1/5
Lufthansa ROI Score by Ethnicity
Lufthansa's ROI score was rated the highest by Native American customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Lufthansa.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
African American/Black 2.8 | African American/Black | 2.8 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Native American 5 | Native American | 5 |
Other 3.1 | Other | 3.1 |
Lufthansa ROI Score by Age
Lufthansa's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Lufthansa.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 1.5 | 26-30 | 1.5 |
31-35 2.4 | 31-35 | 2.4 |
36-40 2.4 | 36-40 | 2.4 |
41-45 3.8 | 41-45 | 3.8 |
51-55 2 | 51-55 | 2 |
56-60 3.6 | 56-60 | 3.6 |
66+ 2 | 66+ | 2 |
Lufthansa ROI Score by Usage
Lufthansa's ROI score was rated the highest by customers who have used Lufthansa's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Lufthansa ROI Score by Industry
Lufthansa's ROI score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Lufthansa Customer Satisfaction (CSAT)
Lufthansa Customer Satisfaction (CSAT) Score
72 / 100
Lufthansa has an overall Customer Satisfaction score of 72 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
31%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
6%
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 Lufthansa Customer Satisfaction
Lufthansa's Customer Satisfaction score was rated highest by Native American customers, and rated lowest by customers ages 26-30.
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Ranked Lufthansa Customer Satisfaction the Highest
Ranked Lufthansa Customer Satisfaction the Lowest
Lufthansa Customer Satisfaction Score by Gender
Female customers rated Lufthansa's Customer Satisfaction score 14 points higher than Male customers.
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56 / 100
MaleVery Satisfied | 30% | |
|---|---|---|
Satisfied | 26% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 13% | |
Very Dissatisfied | 22% |
70 / 100
FemaleVery Satisfied | 31% | |
|---|---|---|
Satisfied | 39% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 4% | |
Very Dissatisfied | 17% |
Lufthansa Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Lufthansa's Customer Satisfaction (CSAT) score was rated 42% according to Caucasian users and customers.
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42 / 100
Very Satisfied
24%
Satisfied
18%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
12%
Very Dissatisfied
35%
CSAT according to African American/Black
Lufthansa's Customer Satisfaction (CSAT) score was rated 75% according to African American/Black users and customers.
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75 / 100
Very Satisfied
0%
Satisfied
75%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
25%
Very Dissatisfied
0%
CSAT according to Asian or Pacific Islander
Lufthansa'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
15%
Satisfied
71%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
14%
Very Dissatisfied
0%
CSAT according to Native American
Lufthansa's Customer Satisfaction (CSAT) score was rated 100% according to Native American users and customers.
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100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
CSAT according to Other
Lufthansa's Customer Satisfaction (CSAT) score was rated 60% according to Other users and customers.
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60 / 100
Very Satisfied
40%
Satisfied
20%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
7%
Very Dissatisfied
20%
Lufthansa Customer Satisfaction Score by Age
Lufthansa's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Lufthansa.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 80% | |||||||||||||||
| 26-30 | 0% | |||||||||||||||
| 31-35 | 67% | |||||||||||||||
| 36-40 | 67% | |||||||||||||||
| 41-45 | 67% | |||||||||||||||
| 51-55 | 34% | |||||||||||||||
| 56-60 | 80% | |||||||||||||||
| 66+ | 34% |
Lufthansa Customer Satisfaction Score by Usage
Lufthansa's Customer Satisfaction score was rated the highest by customers who have used Lufthansa's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Lufthansa Customer Satisfaction Score by Industry
Lufthansa's Customer Satisfaction score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
{
"title": "Lufthansa Customer Satisfaction Score by Industry",
"text": "Lufthansa's Customer Satisfaction score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "Lufthansa's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 90,
"stars": 0,
"csatScore": 90,
"text": "Lufthansa's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "max",
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},
{
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"groupId": 499,
"score": 50,
"stars": 0,
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"scoreClassName": "",
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{
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"groupId": 529,
"score": 67,
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}Lufthansa Customer Service
3.3/5
Lufthansa has an overall Customer Service score of 3.3 out of 5 stars rated by its users and customers.
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About Lufthansa's Customer Service
Address
Cologne, MN
Website
http://www.lufthansa.com
Phone Number
+49 - 69 - 69 60
Quick Insights into Lufthansa Customer Service
Lufthansa's Customer Service score was rated highest by customers from the Aerospace and Aviation industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Lufthansa Customer Service the Highest
Ranked Lufthansa Customer Service the Lowest
Lufthansa Customer Service Score by Gender
Female customers rated Lufthansa's Customer Service score 0.2 stars higher than Male customers.
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Male
2.8/5
Female
3/5
Lufthansa Customer Service Score by Ethnicity
Lufthansa's Customer Service score was rated the highest by Native American customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Lufthansa.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
African American/Black 3 | African American/Black | 3 |
Asian or Pacific Islander 3.1 | Asian or Pacific Islander | 3.1 |
Native American 4.1 | Native American | 4.1 |
Other 3.2 | Other | 3.2 |
Lufthansa Customer Service Score by Age
Lufthansa's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Lufthansa.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.7 | 18-25 | 3.7 |
26-30 1.5 | 26-30 | 1.5 |
31-35 2.9 | 31-35 | 2.9 |
36-40 2.2 | 36-40 | 2.2 |
41-45 3.7 | 41-45 | 3.7 |
51-55 2.1 | 51-55 | 2.1 |
56-60 3.3 | 56-60 | 3.3 |
66+ 2.3 | 66+ | 2.3 |
Lufthansa Customer Service Score by Usage
Lufthansa's Customer Service score was rated the highest by customers who have used Lufthansa's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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Lufthansa Customer Service Score by Industry
Lufthansa's Customer Service score was rated the highest by Aerospace and Aviation industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Lufthansa as an Employer
3.5/5
Lufthansa has a 3.5/5 stars for its overall company culture rated by their employees
top
10%
Consumer vs. Employees
Lufthansa scored a 13 for Net Promoter Score and a 7 for Employee Net Promoter Score. NPS gauges how likely a customer of Lufthansa would recommend the brand to a friend. ENPS measures how likely Lufthansa employees would recommend working at Lufthansa to a friend.
Net Promoter Score
13
NPS Score
| 49% | Promoters |
|---|---|
| 15% | Passive |
| 36% | Detractors |
Employee Net Promoter Score
7
eNPS Score
| 41% | Promoters |
|---|---|
| 25% | Passive |
| 34% | Detractors |
