Intercontinental Hotels Group Net Promoter Score 2022 Benchmarks

Estimated Net Promoter Score is

-9

Intercontinental Hotels Group PLC, informally InterContinental Hotels or IHG, is a British multinational hotels company headquartered in Denham, UK. IHG has over 742,000 rooms and 5,028 hotels across nearly 100 countries. Its brands include Candlewood Suites, Crowne Plaza, Even, Holiday Inn, Holiday Inn Express, Hotel Indigo, Hualuxe, InterContinental, Kimpton Hotels and Resorts and Staybridge Suites. Of the 4,602 hotels, 3,934 operate under franchise agreements, 658 are managed by the company but separately owned, and 10 are directly owned.

Quick facts about Intercontinental Hotels Group

Divisions

Candlewood Suites Crowne Plaza Even Hotels Holiday Inn Holiday Inn Express Hotel Indigo IHG Army Hotels InterContinental Staybridge Suites

Key people

Patrick Cescau (Chairman) Richard Solomons (CEO)

Founded

2003 April 15 (origins trace back to 1777)

Headquarters

Denham, Buckinghamshire, United Kingdom

Industry

Conglomerate (Hotels)

What is Net Promoter Score?

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

Is Intercontinental Hotels Group's estimated NPS of -9 considered to be good?

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.

Browse NPS benchmarks

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 Intercontinental Hotels Group 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 Intercontinental Hotels Group 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.

What is Customer.guru? Why is useful?

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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Other companies with Net Promoter Score similar to Intercontinental Hotels Group

Company Industry Score
marks & spencer Consumer Brands / Grocery -10
McDonald's Consumer Brands / Fast Food -8
Tesco Consumer Brands / Grocery -8
US Airways Travel and Hospitality / Airlines -8
Amazon Prime Consumer Brands / Entertainment -11
Ziggo Telecommunications / Other -11
Golomt Bank Financial Services / Banking -11
Wells Fargo & Company Financial Services / Banking -12
NatWest Business Banking Financial Services / Banking -6
Virgin Media Telecommunications / Cable/TV service -6

We have estimated the Net Promoter Score of Intercontinental Hotels Group based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.

Do you think this information is incorrect? Report incorrect information. Do you have more accurate data? Submit NPS score.