Marriott International, Inc. is an American multinational diversified hospitality company that manages and franchises a broad portfolio of hotels and related lodging facilities. Founded by J. Willard Marriott, the company is now led by his son, Executive Chairman Bill Marriott and President and Chief Executive Officer Arne Sorenson.
Marriott International, headquartered in Bethesda, Maryland in the Washington, DC metropolitan area, has more than 5700 properties in over 110 countries and territories around the world, over 1.2 million rooms, and additional 195,000 rooms in the development pipeline.
|Key people||Bill Marriott (Executive Chairman) Arne Sorenson (President and CEO)|
|Subsidiaries||Marriott Hotels & Resorts Starwood Hotels & Resorts|
|Traded as||NASDAQ: MAR NASDAQ-100 component S&P 500 component|
|Founded||1927; 90 years ago (1927) Washington, D.C., U.S.|
|Revenue||US$ 14.486 billion (2015)|
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 Hotels, Casinos, 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 Marriott International 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 Marriott International 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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We have estimated the Net Promoter Score of Marriott International based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.