Estimated Net Promoter Score is
Hilton Inc. is an American multinational hospitality company that manages and franchises a broad portfolio of hotels and resorts. Founded by Conrad Hilton in 1919, the corporation is now led by Christopher J. Nassetta.
Hilton is headquartered in Tysons Corner, Virginia. As of December 2016, its portfolio includes 4,922 properties with 804,097 rooms in 104 countries and territories". Prior to their December 2013 IPO, Hilton was ranked as the 36th largest privately held company in the United States by Forbes.
Hilton has 14 brands across different market segments, including Conrad Hotels & Resorts, Canopy by Hilton, Curio - A Collection by Hilton, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Inn, Homewood Suites by Hilton, Home2 Suites by Hilton, Hilton Grand Vacations and Waldorf Astoria Hotels & Resorts, Tru by Hilton, and Tapestry Collection by Hilton.
On December 12, 2013, Hilton again became a public company, raising an estimated $2.35 billion in its second IPO. The Blackstone Group holds a 45.8 percent stake in the company. In October 2016, HNA Group agreed to acquire a 25 percent equity interest in Hilton from Blackstone, reducing Blackstone's interest in Hilton to approximately 21 percent. The transaction is expected to close in the first quarter of 2017.
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Yes, it is.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Consumer Services / Hotels / Resorts is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Hilton Worldwide Holdings Inc. sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Hilton Worldwide Holdings Inc. with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
After successfully using Net Promoter Score for our own e-commerce projects, we have decided to let anyone benefit from what we've learned.
We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.
Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.
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We have estimated the Net Promoter Score of Hilton Worldwide Holdings Inc. based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.