The Net Promoter Score (NPS) survey, conducted by NTTCom Online Marketing Solutions, finds that the top luxury city hotel was The Ritz-Carlton with a score of 12.2 points among targeted 12 hotels.
The top information source to choose a hotel was recommendations from family or friends (32.7%), followed by hotel’s homepage (31.8%) and word-of-mouth on travel websites (12.1%).
The table below shows information sources to choose a hotel:
The highest satisfaction was found in cleanliness of a guest room, followed by comfortable and relax space. The lowest satisfaction was found in quality of facilities (like spa or gym), followed by hotel’s homepage and booking process or reaction to booking.
NPS is customer royalty index, which is based on answers to a question of “Do you want to recommend to your friends or colleagues?” The answers are classified into Promoters, Passives and Detractors, and NPS is calculated by subtracting % of Detractors from % of Promoters as the table below shows:
The survey was conducted in the period from September 29 to October 4 2016, targeting 3,398 city hotel guests in the past year.
