Our Customers
2024 PACTL Customer Satisfaction Independent Survey Reveals:
NPS Scores of 83.02 for Airline Clients and 87.23 for Agency Clients, Significantly Outperforming Industry Median
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NPS = 83.02Airline Client -
NPS = 87.23Agent Client -
NPS = 41.0Industry Top Firm -
NPS = 38.0Industry Median
2024 PACTL Satisfaction Survey reveals:
Airlines and agents have demonstrated outstanding performance in customer satisfaction, process efficiency, operational flexibility, and responsiveness, with minimal complaints
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Satisfaction Rate from Airlines89.34% -
Procedural Satisfaction from Airlines80.93% -
Response Capability Scoring from Airlines94.44% -
Detraction Rate from Airlines0.00% -
Satisfaction Rate from Agents95.78% -
Procedural Satisfaction from Agents97.87% -
Response Capability Scoring from Agents88.89% -
Detraction Rate from Agents0.27%
Client Feedbacks
What is NPS?
NPS Calculation：
NPS = (# of Promoter - # of Detractor ) × 100%
NPS score ranges from -100 to +100
Higher NPS score indicates higher loyalty and higher likelihood of recommending the service
An NPS score of over 50 is considered good, nd a score over 70 is considered excellent
