Hotels.com is a website for booking hotel rooms online and by telephone. The company has 85 websites in 34 languages, and lists over 325,000 hotels in approximately 19,000 locations. Its inventory includes hotels and B&Bs, and some condos and other types of commercial lodging. Hotels.com was established in 1991 as the Hotel Reservations Network. In 2001, it became part of Expedia Inc. and in 2002, changed its name to Hotels.com. The company is operated by Hotels.com LP, a limited partnership located in Dallas, Texas, in the United States.
| Founded | 1991; 26 years ago (1991) in Dallas, Texas, United States |
|---|---|
| Headquarters | Dallas, Texas, United States |
| Key people | Johan Svanstrom (President) |
| Formerly called | Hotel Reservations Network |
| Founder | David Litman Robert Diener |
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 Travel and Hospitality / Other is 51.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Hotels.com 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 Hotels.com 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.
How are your customers satisfied depending on:
| Company | Score |
|---|---|
| Hotels.com | 36 |
| TUI | 45 |
| TripAdvisor | 46 |
| Orbitz | 20 |
| Diversified Restaurant Holdings (BAGR) | 55 |
| MTR Express | 63 |
| Kampgrounds of America | 90 |
| Score | Date | Source |
|---|---|---|
|
36
|
2014-03-13 | http://customergauge.com/news/2014-net-promoter-benchmarks/ |
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