Customer Experience Metrics in the Airline Industry

This report presents customer experience metrics in the airline industry across various countries from 2022 to 2025. It details consumer satisfaction, trust, likelihood to recommend, and likelihood to purchase more, with data sourced from 23,730 consumers in 23 countries. The report indicates that Indian consumers report the highest satisfaction levels, while Chinese consumers exhibit the highest likelihood to trust, recommend, and purchase more. Notably, the likelihood to purchase more has seen a significant increase of 7 points since 2022, while the likelihood to recommend and trust have risen by 6 and 2 points, respectively. The methodology section explains that data was only reported for industries with a sample size of over 100 in each country, and year-over-year calculations were based on consistent data collection across specific countries. The report concludes with a summary of the CX metrics over time, illustrating changes in consumer sentiment in the airline industry.