-13
NPS
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Agoda
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About Agoda's Brand
Provider of online hotel reservation services. The company operates a booking platform listing thousands of hotels in 38 languages. Among its major competitors, Agoda is ranked in 5th place for NPS while Philippine Airlines is 1st, and Cebu Air is 2nd.
Brand at a Glance
61%
Customer Loyalty
3.4/5
Product Quality
3/5
Pricing
2.9/5
Customer Service
Agoda Ranking
- #4 / 4 of its competitors
Agoda NPS
Agoda's Net Promoter Score (NPS) is a -13 with 37% Promoters, 13% Passives, and 50% Detractors. Net Promoter Score tracks whether Agoda's customers would recommend using the product based on a scale of -100 to 100.
Agoda Overall NPS
| 37% | Promoters |
|---|---|
| 13% | Passives |
| 50% | Detractors |
Agoda NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2022 -66 | Aug 2022 | -66 |
Feb 2023 -75 | Feb 2023 | -75 |
Apr 2023 -80 | Apr 2023 | -80 |
Sep 2023 -83 | Sep 2023 | -83 |
Dec 2023 -85 | Dec 2023 | -85 |
Jan 2024 -63 | Jan 2024 | -63 |
Feb 2024 -45 | Feb 2024 | -45 |
Mar 2024 -51 | Mar 2024 | -51 |
Jul 2024 -38 | Jul 2024 | -38 |
Oct 2024 -29 | Oct 2024 | -29 |
Nov 2024 -20 | Nov 2024 | -20 |
Feb 2025 -13 | Feb 2025 | -13 |
How Other Brands Compare
Agoda is ranked #4 for NPS among its competitors. Philippine Airlines and Cebu Air come in first and second, with AirAsia coming in at third.
Agoda |  Philippine Airlines |  AirAsia |  Cebu Air | |
| Global Ranking | #- | #754 | #880 | #- |
| NPS | -13 | 48 | 20 | 25 |
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.
Agoda NPS vs. Competitors
Compared to its competitors, Agoda's NPS is rated right below AirAsia.
| COMPANY | NPS Score | |
|---|---|---|
| Philippine Airlines | 48 |
| Cebu Air | 25 |
 | Traveloka | 24 |
| AirAsia | 20 |
| Agoda | -13 |
Agoda Customer Loyalty
61%
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.
61% of Agoda users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Agoda Customer Loyalty vs. Competitors
Compared to its competitors, Agoda's Customer Loyalty score is rated right below Traveloka.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Philippine Airlines | 82% |
| AirAsia | 79% |
| Cebu Air | 68% |
| Traveloka | 67% |
| Agoda | 61% |
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Agoda Product Quality
3.4/5
Agoda has an overall Product Quality score of 3.4 out of 5 stars rated by its users and customers.
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Agoda Product Information
Agoda’s product quality score is a 3.4 out of 5 as rated by its users and customers.
- Website
- http://www.agoda.com
- Company Size
- 1,001-5,000 Employees
Agoda Product Quality vs. Competitors
Compared to its competitors, Agoda's Product Quality score is rated right below AirAsia.
| COMPANY | Product Quality Score | |
|---|---|---|
| Philippine Airlines | 4.2/5 |
| Cebu Air | 3.8/5 |
| Traveloka | 3.8/5 |
| AirAsia | 3.8/5 |
| Agoda | 3.4/5 |
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Agoda Pricing
Agoda ROI & Value For Money
3/5
Agoda has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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Agoda Pricing vs. Competitors
Compared to its competitors, Agoda's ROI score is rated right below Traveloka.
| COMPANY | Pricing Score | |
|---|---|---|
| Philippine Airlines | 4.1/5 |
| AirAsia | 3.7/5 |
| Cebu Air | 3.6/5 |
| Traveloka | 3.6/5 |
| Agoda | 3/5 |
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Agoda Customer Satisfaction (CSAT)
Agoda Customer Satisfaction (CSAT) Score
42 / 100
Agoda has an overall Customer Satisfaction score of 42 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
25%
Satisfied
17%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
8%
Very Dissatisfied
25%
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.
Agoda Customer Satisfaction vs. Competitors
Compared to its competitors, Agoda's Customer Satisfaction score is rated right below AirAsia.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Cebu Air | 100% |
| Traveloka | 90% |
| Philippine Airlines | 88% |
| AirAsia | 75% |
| Agoda | 42% |
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Agoda Customer Service
2.9/5
Agoda has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About Agoda's Customer Service
Address
49705 Afghanistan
Website
http://www.agoda.com
Agoda Customer Service vs. Competitors
Compared to its competitors, Agoda's Customer Service score is rated right below Traveloka.
| COMPANY | Customer Service Score | |
|---|---|---|
| Philippine Airlines | 4.2/5 |
| AirAsia | 3.7/5 |
| Cebu Air | 3.6/5 |
| Traveloka | 3.6/5 |
| Agoda | 2.9/5 |
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Agoda as an Employer
4.7/5
Agoda has a 4.7/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Agoda scored a -13 for Net Promoter Score and a 43 for Employee Net Promoter Score. NPS gauges how likely a customer of Agoda would recommend the brand to a friend. ENPS measures how likely Agoda employees would recommend working at Agoda to a friend.
Net Promoter Score
-13
NPS Score
| 37% | Promoters |
|---|---|
| 13% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
43
eNPS Score
| 57% | Promoters |
|---|---|
| 29% | Passive |
| 14% | Detractors |
