Hotels.com logo Hotels.com Net Promoter Score 2017 Benchmarks

Last known Net Promoter Score is

36

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.

Quick facts about Hotels.com

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

Net Promoter Score for Top Brands compared with Hotels.com

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.

Learn more about NPS

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.



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How to understand the NPS benchmarks

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.

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Travel and Hospitality / Other companies with similar Net Promoter Score

Other companies with Net Promoter Score similar to Hotels.com

Net Promoter Score benchmark sources

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