Even as COVID-19 grounds airline, Delta’s NPS soars to new heights

Delta Air Lines, the air carrier, has seen an increase in its Net Promoter Score (NPS) despite the COVID-19 pandemic.

Why it matters

The airline industry has endured a significant decline in customer usage during the COVID-19 pandemic. Players in the category, however, can build significant brand equity, and potentially long-term relationships, with people who are still flying thr