Dear Mr.Sampson, as a result of what has been my personal experience when measuring Customer Satisfaction in a great bank, I must say the inconvenience of using NPS. First, when asking for a recommendation score you need to apply it to a service, not to a brand. Otherwise people will include in the mental score they gived other factors, such as everything they've heard about the company lately. So if you want to improve your NPS, launch a marketing campain... Second, many people [as I do] need a period of time to think all the little moments good and bad that conforms the global experience of flying. And they have to be prioritized to have the right weight in you decision.