Porter Airlines measures the effectiveness of its customer care initiatives through several key metrics: Customer Satisfaction Scores (CSAT): These scores are collected via post-flight surveys, where passengers rate their experience on various aspects, such as service, comfort, and timeliness. Net Promoter Score (NPS): Porter measures customer loyalty by asking how likely customers are to recommend the airline to others. A higher NPS indicates strong customer satisfaction. Response Time and Resolution Rate: Porter tracks how quickly customer inquiries are addressed and resolved, whether through phone, email, or social media. Customer Feedback: The airline uses feedback from passengers to make data-driven improvements to their services, ensuring they meet customer expectations.