Starwood Hotels and Resorts Worldwide, Inc. is an American hotel and leisure company headquartered in Stamford, Connecticut. One of the world's largest hotel companies, it owns, operates, franchises and manages hotels, resorts, spas, residences, and vacation ownership properties under its 11 owned brands. As of 1 December 2014, Starwood Hotels and Resorts owned, managed, or franchised over 1,200 properties employing over 180,400 people, of whom approximately 26% were employed in the United States.
On November 16, 2015, Marriott International announced it would purchase Starwood Hotels and Resorts Worldwide for $13.6 billion, creating the world's largest hotel chain once the deal closed. The merger was finalized on September 23, 2016 after gaining the final approval from the American authorities. After the acquisition by Marriott was approved, the Starwood Preferred Guest program announced it would provide reciprocal benefits with Marriott's guest reward program. The two programs will be merged under a single brand in the future.
|Brands||St. Regis The Luxury Collection W Hotels Sheraton Westin Le Meridien Tribute Portfolio Design Four Points Aloft Element|
|Revenue||US$6.115 billion (2013) US$6.321 billion (2012)|
|Total assets||US$8.762 billion (2013) US$8.855 billion (2012)|
|Total equity||US$3.363 billion (2013) US$3.142 billion (2012)|
|Operating income||US$925 million (2013) US$912 million (2012)|
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 Starwood Hotels & Resorts 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 Starwood Hotels & Resorts 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 Starwood Hotels & Resorts based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.