July 26th, 2023, Lesley Simeon
American carrier United Airlines has reported record quarterly earnings and has forecast a strong third quarter as well. The airline reported profit to the tune of $1.08 billion during the three months ending June 30, 2023 compared to the $329 million profit reported during the same period in 2022.
We look at YouGov data to see how United Airlines has fared since January 2022.
According to YouGov BrandIndex - which tracks consumer sentiment towards thousands of brands daily - the airline’s Index score has improved in the last one year. United Airlines' Index score - which is a measure of overall brand health taking into account perceptions of Value, Satisfaction, Reputation, Recommend, Quality and Impression - grew from a net score of 14 in January 2022 to 21 in June 2023.
The brand’s Current Customer score improved three percentage points, from 7% to 10% in the observation period.
YouGov data also shows that United Airlines’ Satisfaction and Value scores have also increased January 2022 onwards. For instance, the brand’s Satisfaction score - which measures whether customers are satisfied or dissatisfied with the brand - grew from a net score of 16 in January 2022 to 22 in June 2023.
Its Value score -which measures whether the brand represents poor or good value for customers’ money - touched a net score in 9 in June 2023 from 3 in January 2022.
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Methodology: YouGov BrandIndex collects data on thousands of brands every day. United Airlines' Index score is a measure of overall brand health taking into account perceptions of Value, Satisfaction, Reputation, Recommend, Quality and Impression and is delivered as net score between -100 and +100. Its Current Customer score is based on the question: Have you purchased a flight from any of the following airlines in the past 12 months? and delivered as a percentage. Its Value score is based on the question: Which of the following airlines do you think represents good value for money/poor value for money? and is delivered as net score between -100 and +100. Its Satisfaction score is based on the question: Of which of the following airlines would you say that you are a satisfies customer/dissatisfied customer? and is delivered as net score between -100 and +100. Scores are based on an average daily sample size of 5479 US adults between January 2022 and June 2023. Figures are based on a 12-week moving average. Learn more about BrandIndex.