14
NPS
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IHG
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About IHG's Brand
"InterContinental Hotels Group owns, manages, franchises, and leases hotels and resorts." Among its major competitors, IHG is ranked in 5th place for NPS while Hyatt is 1st, and Hilton is 2nd.
Brand at a Glance
74%
Customer Loyalty
3.6/5
Product Quality
3.5/5
Pricing
3.5/5
Customer Service
IHG CMO
IHG Ranking
- #4 / 4 of its competitors
IHG NPS
IHG's Net Promoter Score (NPS) is a 14 with 48% Promoters, 18% Passives, and 34% Detractors. Net Promoter Score tracks whether IHG's customers would recommend using the product based on a scale of -100 to 100.
IHG Overall NPS
| 48% | Promoters |
|---|---|
| 18% | Passives |
| 34% | Detractors |
IHG NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2024 15 | Dec 2024 | 15 |
Jan 2025 15 | Jan 2025 | 15 |
Feb 2025 15 | Feb 2025 | 15 |
Mar 2025 15 | Mar 2025 | 15 |
Apr 2025 15 | Apr 2025 | 15 |
May 2025 15 | May 2025 | 15 |
Jun 2025 15 | Jun 2025 | 15 |
Jul 2025 15 | Jul 2025 | 15 |
Sep 2025 15 | Sep 2025 | 15 |
Oct 2025 15 | Oct 2025 | 15 |
Nov 2025 13 | Nov 2025 | 13 |
Dec 2025 13 | Dec 2025 | 13 |
How Other Brands Compare
IHG is ranked #4 for NPS among its competitors. Hyatt and Hilton come in first and second, with Marriott coming in at third.
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
IHG NPS by Gender
Female customers rated IHG's NPS 13 points higher than Male customers.
Male
-6
IHG's NPS was rated -6 by Male customers on Comparably.
39%
Promoters
16%
Passives
45%
Detractors
Female
7
IHG's NPS was rated 7 by Female customers on Comparably.
43%
Promoters
21%
Passives
36%
Detractors
IHG NPS by Ethnicity
IHG's NPS was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -27 | Caucasian | -27 |
Hispanic or Latino 13 | Hispanic or Latino | 13 |
African American/Black 18 | African American/Black | 18 |
Asian or Pacific Islander 17 | Asian or Pacific Islander | 17 |
Other 9 | Other | 9 |
IHG NPS by Age
IHG's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
IHG NPS by Usage
IHG's NPS was rated the highest by customers who have used IHG's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 14 | Less than 1 Year | 14 |
1 to 2 Years 26 | 1 to 2 Years | 26 |
2 to 5 Years 6 | 2 to 5 Years | 6 |
5 to 10 Years 7 | 5 to 10 Years | 7 |
Over 10 Years -28 | Over 10 Years | -28 |
IHG NPS vs. Competitors
Compared to its competitors, IHG's NPS is rated right above ROSEN, and is preceded by Marriott.
| COMPANY | NPS Score | |
|---|---|---|
 | Hyatt | 32 |
 | Hilton | 26 |
 | Belmond Ltd. | 25 |
 | Marriott | 15 |
| IHG | 14 |
 | ROSEN | N/A |
 | Wyndham Worldwide Corp | -48 |
IHG Customer Reviews
Out of the 30 IHG customer reviews 18 were positive and 12 were constructive. IHG customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
IHG Customer Loyalty
74%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
74% of IHG users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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IHG Customer Loyalty Score by Gender
Female customers rated IHG's Customer Loyalty score 7% higher than Male customers.
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Male
69%
Yes
Female
76%
Yes
IHG Customer Loyalty Score by Ethnicity
IHG's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of IHG.
75
out of 100
Caucasian
49
out of 100
Hispanic or Latino
83
out of 100
African American/Black
72
out of 100
Asian or Pacific Islander
75
out of 100
Other
IHG Customer Loyalty Score by Age
IHG's Customer Loyalty score was rated the highest by customers ages 56-60, and the lowest by customers ages 18-25.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 63% | 18-25 | 63% |
26-30 83% | 26-30 | 83% |
31-35 82% | 31-35 | 82% |
36-40 68% | 36-40 | 68% |
41-45 66% | 41-45 | 66% |
46-50 85% | 46-50 | 85% |
51-55 84% | 51-55 | 84% |
56-60 91% | 56-60 | 91% |
61-65 74% | 61-65 | 74% |
66+ 81% | 66+ | 81% |
IHG Customer Loyalty Score by Usage
IHG's Customer Loyalty score was rated the highest by customers who have used IHG's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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IHG Customer Loyalty Score by Industry
IHG's Customer Loyalty score was rated the highest by Arts and Entertainment industry customers, and the lowest by Marketing, Advertising and Research industry customers.
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IHG Customer Loyalty vs. Competitors
Compared to its competitors, IHG's Customer Loyalty score is rated right above Wyndham Worldwide Corp, and is preceded by Belmond Ltd..
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Marriott | 81% |
| Hyatt | 79% |
| Hilton | 78% |
| Belmond Ltd. | 78% |
| IHG | 74% |
| Wyndham Worldwide Corp | 61% |
| ROSEN | N/A |
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IHG Product Quality
3.6/5
IHG has an overall Product Quality score of 3.6 out of 5 stars rated by its users and customers.
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IHG Product Information
IHG’s product quality score is a 3.6 out of 5 as rated by its users and customers. Reviewers from the Arts and Entertainment industry rated IHG's product the highest. Reviewers from the Retail industry rated IHG the lowest at 3.8.
- Website
- http://www.ihgplc.com/
- Company Size
- 10,000+ Employees
Industry
Tech
Travel
Quick Insights into IHG Product Quality
IHG's Product Quality score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked IHG Product Quality the Highest
Ranked IHG Product Quality the Lowest
IHG Product Quality Score by Gender
Female customers rated IHG's Product Quality score 0.2 stars higher than Male customers.
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Male
3.3/5
Female
3.5/5
IHG Product Quality Score by Ethnicity
IHG's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
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4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.9 | Caucasian | 2.9 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 3.4 | African American/Black | 3.4 |
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Other 3.4 | Other | 3.4 |
IHG Product Quality Score by Age
IHG's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
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2
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4
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| Summary | Age | Score |
|---|---|---|
18-25 3.9 | 18-25 | 3.9 |
26-30 3.7 | 26-30 | 3.7 |
31-35 3.6 | 31-35 | 3.6 |
36-40 3.7 | 36-40 | 3.7 |
41-45 3.8 | 41-45 | 3.8 |
46-50 2 | 46-50 | 2 |
51-55 2.8 | 51-55 | 2.8 |
56-60 3 | 56-60 | 3 |
61-65 2 | 61-65 | 2 |
66+ 2.8 | 66+ | 2.8 |
IHG Product Quality Score by Usage
IHG's Product Quality score was rated the highest by customers who have used IHG's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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IHG Product Quality Score by Industry
IHG's Product Quality score was rated the highest by Arts and Entertainment industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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IHG Product Quality vs. Competitors
Compared to its competitors, IHG's Product Quality score is rated right above Marriott, and is preceded by Hilton.
| COMPANY | Product Quality Score | |
|---|---|---|
| Belmond Ltd. | 4.1/5 |
| Hyatt | 4.1/5 |
| Hilton | 3.8/5 |
| IHG | 3.6/5 |
| Marriott | 3.5/5 |
| Wyndham Worldwide Corp | 2/5 |
| ROSEN | N/A |
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IHG Pricing
IHG ROI & Value For Money
3.5/5
IHG has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
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IHG Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Arts and Entertainment industry. The users from the Construction industry think that they had the lowest ROI from IHG.
Quick Insights into IHG ROI
IHG's ROI score was rated highest by customers from the Arts and Entertainment industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked IHG ROI the Highest
Ranked IHG ROI the Lowest
IHG ROI Score by Gender
IHG's ROI score was rated 3.3 by both Female and Male customers on Comparably.
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Male
3.3/5
Female
3.3/5
IHG ROI Score by Ethnicity
IHG's ROI score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
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0
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3
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5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 3.7 | African American/Black | 3.7 |
Asian or Pacific Islander 3.7 | Asian or Pacific Islander | 3.7 |
Other 3.2 | Other | 3.2 |
IHG ROI Score by Age
IHG's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 61-65.
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0
1
2
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5
| Summary | Age | Score |
|---|---|---|
18-25 3.6 | 18-25 | 3.6 |
26-30 3.7 | 26-30 | 3.7 |
31-35 3.8 | 31-35 | 3.8 |
36-40 3.4 | 36-40 | 3.4 |
41-45 4.2 | 41-45 | 4.2 |
46-50 1.9 | 46-50 | 1.9 |
51-55 2.8 | 51-55 | 2.8 |
56-60 2.8 | 56-60 | 2.8 |
61-65 1.7 | 61-65 | 1.7 |
66+ 2.7 | 66+ | 2.7 |
IHG ROI Score by Usage
IHG's ROI score was rated the highest by customers who have used IHG's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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IHG ROI Score by Industry
IHG's ROI score was rated the highest by Arts and Entertainment industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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IHG Pricing vs. Competitors
Compared to its competitors, IHG's ROI score is rated right above Marriott, and is preceded by Hilton.
| COMPANY | Pricing Score | |
|---|---|---|
| Hyatt | 3.9/5 |
| Belmond Ltd. | 3.9/5 |
| Hilton | 3.7/5 |
| IHG | 3.5/5 |
| Marriott | 3.4/5 |
| Wyndham Worldwide Corp | 1.9/5 |
| ROSEN | N/A |
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IHG Customer Satisfaction (CSAT)
IHG Customer Satisfaction (CSAT) Score
63 / 100
IHG has an overall Customer Satisfaction score of 63 rated by its users and customers.
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Very Satisfied
35%
Satisfied
28%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
6%
Very Dissatisfied
22%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into IHG Customer Satisfaction
IHG's Customer Satisfaction score was rated highest by customers from the Architecture and Planning industry, and rated lowest by customers from the Government and Public Policy industry.
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Ranked IHG Customer Satisfaction the Highest
Ranked IHG Customer Satisfaction the Lowest
IHG Customer Satisfaction Score by Gender
Female customers rated IHG's Customer Satisfaction score 3 points higher than Male customers.
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57 / 100
MaleVery Satisfied | 32% | |
|---|---|---|
Satisfied | 25% | |
Neither Satisfied nor Dissatisfied | 3% | |
Dissatisfied | 5% | |
Very Dissatisfied | 35% |
60 / 100
FemaleVery Satisfied | 39% | |
|---|---|---|
Satisfied | 21% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 8% | |
Very Dissatisfied | 23% |
IHG Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
IHG's Customer Satisfaction (CSAT) score was rated 36% according to Caucasian users and customers.
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36 / 100
Very Satisfied
24%
Satisfied
12%
Neither Satisfied nor Dissatisfied
4%
Dissatisfied
8%
Very Dissatisfied
52%
CSAT according to Hispanic or Latino
IHG's Customer Satisfaction (CSAT) score was rated 50% according to Hispanic or Latino users and customers.
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50 / 100
Very Satisfied
33%
Satisfied
17%
Neither Satisfied nor Dissatisfied
17%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to African American/Black
IHG's Customer Satisfaction (CSAT) score was rated 81% according to African American/Black users and customers.
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81 / 100
Very Satisfied
56%
Satisfied
25%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
6%
Very Dissatisfied
13%
CSAT according to Asian or Pacific Islander
IHG's Customer Satisfaction (CSAT) score was rated 79% according to Asian or Pacific Islander users and customers.
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79 / 100
Very Satisfied
46%
Satisfied
33%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
5%
Very Dissatisfied
5%
CSAT according to Other
IHG's Customer Satisfaction (CSAT) score was rated 61% according to Other users and customers.
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61 / 100
Very Satisfied
32%
Satisfied
29%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
6%
Very Dissatisfied
24%
IHG Customer Satisfaction Score by Age
IHG's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 61-65.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 77% | |||||||||||||||
| 26-30 | 69% | |||||||||||||||
| 31-35 | 73% | |||||||||||||||
| 36-40 | 46% | |||||||||||||||
| 41-45 | 77% | |||||||||||||||
| 46-50 | 33% | |||||||||||||||
| 51-55 | 40% | |||||||||||||||
| 56-60 | 38% | |||||||||||||||
| 61-65 | 14% | |||||||||||||||
| 66+ | 38% |
IHG Customer Satisfaction Score by Usage
IHG's Customer Satisfaction score was rated the highest by customers who have used IHG's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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IHG Customer Satisfaction Score by Industry
IHG's Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Government and Public Policy industry customers.
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{
"title": "IHG Customer Satisfaction Score by Industry",
"text": "IHG's Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Government and Public Policy industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 80,
"stars": 0,
"csatScore": 80,
"text": "IHG's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 80
},
{
"label": "Accounting",
"groupId": 495,
"score": 60,
"stars": 0,
"csatScore": 60,
"text": "IHG's Customer Satisfaction score is rated by Accounting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 60
},
{
"label": "Aerospace and Aviation",
"groupId": 496,
"score": 60,
"stars": 0,
"csatScore": 60,
"text": "IHG's Customer Satisfaction score is rated by Aerospace and Aviation customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 60
},
{
"label": "Architecture and Planning",
"groupId": 498,
"score": 100,
"stars": 0,
"csatScore": 100,
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"scoreClassName": "max",
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},
{
"label": "Arts and Entertainment",
"groupId": 499,
"score": 67,
"stars": 0,
"csatScore": 67,
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"scoreClassName": "",
"scoreLabel": 67
},
{
"label": "Business and Consumer Services",
"groupId": 504,
"score": 43,
"stars": 0,
"csatScore": 43,
"text": "IHG's Customer Satisfaction score is rated by Business and Consumer Services customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 43
},
{
"label": "Construction",
"groupId": 510,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "IHG's Customer Satisfaction score is rated by Construction customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Consulting",
"groupId": 511,
"score": 33,
"stars": 0,
"csatScore": 33,
"text": "IHG's Customer Satisfaction score is rated by Consulting customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 33
},
{
"label": "Education",
"groupId": 515,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "IHG's Customer Satisfaction score is rated by Education customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Government and Public Policy",
"groupId": 521,
"score": 0,
"stars": 0,
"csatScore": 0,
"text": "IHG's Customer Satisfaction score is rated by Government and Public Policy customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 0
},
{
"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 17,
"stars": 0,
"csatScore": 17,
"text": "IHG's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 17
},
{
"label": "Hospitality",
"groupId": 523,
"score": 68,
"stars": 0,
"csatScore": 68,
"text": "IHG's Customer Satisfaction score is rated by Hospitality customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 68
},
{
"label": "Legal",
"groupId": 529,
"score": 34,
"stars": 0,
"csatScore": 34,
"text": "IHG's Customer Satisfaction score is rated by Legal customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 34
},
{
"label": "Travel and Hospitality",
"groupId": 530,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "IHG's Customer Satisfaction score is rated by Travel and Hospitality customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Manufacturing and Machinery",
"groupId": 533,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "IHG's Customer Satisfaction score is rated by Manufacturing and Machinery customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
},
{
"label": "Marketing, Advertising and Research",
"groupId": 535,
"score": 100,
"stars": 0,
"csatScore": 100,
"text": "IHG's Customer Satisfaction score is rated by Marketing, Advertising and Research customers on Comparably.",
"scoreClassName": "max",
"scoreLabel": 100
},
{
"label": "Real Estate",
"groupId": 554,
"score": 25,
"stars": 0,
"csatScore": 25,
"text": "IHG's Customer Satisfaction score is rated by Real Estate customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 25
},
{
"label": "Retail",
"groupId": 559,
"score": 67,
"stars": 0,
"csatScore": 67,
"text": "IHG's Customer Satisfaction score is rated by Retail customers on Comparably.",
"scoreClassName": "",
"scoreLabel": 67
}
]
}IHG Customer Satisfaction vs. Competitors
Compared to its competitors, IHG's Customer Satisfaction score is rated right above Wyndham Worldwide Corp, and is preceded by Marriott.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Hyatt | 81% |
| Belmond Ltd. | 80% |
| Hilton | 74% |
| Marriott | 64% |
| IHG | 63% |
| Wyndham Worldwide Corp | 28% |
| ROSEN | 0% |
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IHG Customer Service
3.5/5
IHG has an overall Customer Service score of 3.5 out of 5 stars rated by its users and customers.
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About IHG's Customer Service
Website
http://www.ihgplc.com/
Quick Insights into IHG Customer Service
IHG's Customer Service score was rated highest by customers from the Education industry, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked IHG Customer Service the Highest
Ranked IHG Customer Service the Lowest
IHG Customer Service Score by Gender
Female customers rated IHG's Customer Service score 0.4 stars higher than Male customers.
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Male
3/5
Female
3.4/5
IHG Customer Service Score by Ethnicity
IHG's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of IHG.
0
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40
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.6 | Caucasian | 2.6 |
Hispanic or Latino 3.1 | Hispanic or Latino | 3.1 |
African American/Black 3.7 | African American/Black | 3.7 |
Asian or Pacific Islander 3.9 | Asian or Pacific Islander | 3.9 |
Other 3.1 | Other | 3.1 |
IHG Customer Service Score by Age
IHG's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 61-65.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.8 | 18-25 | 3.8 |
26-30 3.8 | 26-30 | 3.8 |
31-35 3.5 | 31-35 | 3.5 |
36-40 3.5 | 36-40 | 3.5 |
41-45 4.1 | 41-45 | 4.1 |
46-50 1.7 | 46-50 | 1.7 |
51-55 2.5 | 51-55 | 2.5 |
56-60 2.6 | 56-60 | 2.6 |
61-65 1.5 | 61-65 | 1.5 |
66+ 1.9 | 66+ | 1.9 |
IHG Customer Service Score by Usage
IHG's Customer Service score was rated the highest by customers who have used IHG's products/services for 1 to 2 Years, and the lowest by customers with Over 10 Years of usage.
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IHG Customer Service Score by Industry
IHG's Customer Service score was rated the highest by Education industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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IHG Customer Service vs. Competitors
Compared to its competitors, IHG's Customer Service score is rated right above Marriott, and is preceded by Hilton.
| COMPANY | Customer Service Score | |
|---|---|---|
| Belmond Ltd. | 4.1/5 |
| Hyatt | 4/5 |
| Hilton | 3.8/5 |
| IHG | 3.5/5 |
| Marriott | 3.4/5 |
| Wyndham Worldwide Corp | 2.3/5 |
| ROSEN | N/A |
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IHG as an Employer
3.2/5
IHG has a 3.2/5 stars for its overall company culture rated by their employees
top
40%
Consumer vs. Employees
IHG scored a 14 for Net Promoter Score and a 0 for Employee Net Promoter Score. NPS gauges how likely a customer of IHG would recommend the brand to a friend. ENPS measures how likely IHG employees would recommend working at IHG to a friend.
Net Promoter Score
14
NPS Score
| 48% | Promoters |
|---|---|
| 18% | Passive |
| 34% | Detractors |
Employee Net Promoter Score
0
eNPS Score
| 42% | Promoters |
|---|---|
| 16% | Passive |
| 42% | Detractors |
