31
NPS
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Fairmont Hotels & Resorts
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About Fairmont Hotels & Resorts' Brand
Fairmont Hotels & Resorts owns and operates hotels and resorts in Canada. Among its major competitors, Fairmont Hotels & Resorts is ranked in 4th place for NPS while Rosewood Hotel Group is 1st, and Four Seasons Hotels and Resorts is 2nd.Their current valuation is $2.27B
Brand at a Glance
82%
Customer Loyalty
4.1/5
Product Quality
3.9/5
Pricing
3.8/5
Customer Service
Fairmont Hotels & Resorts Ranking
- #3 / 4 of its competitors
Fairmont Hotels & Resorts NPS
Fairmont Hotels & Resorts's Net Promoter Score (NPS) is a 31 with 54% Promoters, 23% Passives, and 23% Detractors. Net Promoter Score tracks whether Fairmont Hotels & Resorts's customers would recommend using the product based on a scale of -100 to 100.
Fairmont Hotels & Resorts Overall NPS
| 54% | Promoters |
|---|---|
| 23% | Passives |
| 23% | Detractors |
Fairmont Hotels & Resorts NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2023 67 | Mar 2023 | 67 |
Apr 2023 71 | Apr 2023 | 71 |
May 2023 77 | May 2023 | 77 |
Aug 2023 63 | Aug 2023 | 63 |
Nov 2023 58 | Nov 2023 | 58 |
Feb 2024 53 | Feb 2024 | 53 |
Mar 2024 56 | Mar 2024 | 56 |
Apr 2024 58 | Apr 2024 | 58 |
May 2024 60 | May 2024 | 60 |
Aug 2024 53 | Aug 2024 | 53 |
Jan 2025 45 | Jan 2025 | 45 |
Jul 2025 31 | Jul 2025 | 31 |
How Other Brands Compare
Fairmont Hotels & Resorts is ranked third for NPS among its competitors. Four Seasons Hotels and Resorts and Hyatt come in first and second, with Marriott coming in at #4. Among those competitors, it is the lowest valued company behind Marriott.
Fairmont Hotels & Resorts |  Marriott |  Hyatt |  Four Seasons Hotels and Resorts | |
| Global Ranking | #- | #79 | #170 | #256 |
| NPS | 31 | 15 | 32 | 37 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | - |
| Valuation Updated every 24 hours for public companies | $2.27B | $44.20B | $3.28B | - |
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.
Fairmont Hotels & Resorts NPS by Gender
Female customers rated Fairmont Hotels & Resorts's NPS 34 points higher than Male customers.
Male
0
Fairmont Hotels & Resorts's NPS was rated by Male customers on Comparably.
33%
Promoters
34%
Passives
33%
Detractors
Female
34
Fairmont Hotels & Resorts's NPS was rated 34 by Female customers on Comparably.
67%
Promoters
0%
Passives
33%
Detractors
Fairmont Hotels & Resorts NPS by Ethnicity
Fairmont Hotels & Resorts's NPS was rated 50 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 50 | Caucasian | 50 |
Fairmont Hotels & Resorts NPS by Usage
Fairmont Hotels & Resorts's NPS was rated -25 points by customers who have used Fairmont Hotels & Resorts's products/services for Less than 1 Year.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -25 | Less than 1 Year | -25 |
Fairmont Hotels & Resorts NPS vs. Competitors
Compared to its competitors, Fairmont Hotels & Resorts's NPS is rated right above Marriott, and is preceded by Hyatt.
| COMPANY | NPS Score | |
|---|---|---|
 | Rosewood Hotel Group | 70 |
| Four Seasons Hotels and Resorts | 37 |
| Hyatt | 32 |
| Fairmont Hotels & Resorts | 31 |
| Marriott | 15 |
Fairmont Hotels & Resorts Customer Reviews
Out of the 2 Fairmont Hotels & Resorts customer reviews 2 were positive and 0 were constructive. Fairmont Hotels & Resorts customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Fairmont Hotels & Resorts Customer Loyalty
82%
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.
82% of Fairmont Hotels & Resorts users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Fairmont Hotels & Resorts Customer Loyalty Score by Gender
Male customers rated Fairmont Hotels & Resorts's Customer Loyalty score 30% higher than Female customers.
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Male
100%
Yes
Female
70%
Yes
Fairmont Hotels & Resorts Customer Loyalty Score by Ethnicity
Fairmont Hotels & Resorts's Customer Loyalty score was rated 78% by Caucasian customers on Comparably.
% who answered "Yes"
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78
out of 100
Caucasian
Fairmont Hotels & Resorts Customer Loyalty Score by Usage
Fairmont Hotels & Resorts's Customer Loyalty score was rated 78% by customers who have used Fairmont Hotels & Resorts's products/services for Less than 1 Year.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Fairmont Hotels & Resorts Customer Loyalty vs. Competitors
Compared to its competitors, Fairmont Hotels & Resorts's Customer Loyalty score is rated right above Marriott, and is preceded by Rosewood Hotel Group.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Rosewood Hotel Group | 84% |
| Fairmont Hotels & Resorts | 82% |
| Marriott | 81% |
| Hyatt | 79% |
| Four Seasons Hotels and Resorts | 74% |
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Fairmont Hotels & Resorts Product Quality
4.1/5
Fairmont Hotels & Resorts has an overall Product Quality score of 4.1 out of 5 stars rated by its users and customers.
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Fairmont Hotels & Resorts Product Information
Fairmont Hotels & Resorts’s product quality score is a 4.1 out of 5 as rated by its users and customers.
- Website
- http://www.fairmont.com/
- Company Size
- 10,000+ Employees
Industry
Travel
Quick Insights into Fairmont Hotels & Resorts Product Quality
Fairmont Hotels & Resorts's Product Quality score was rated highest by Male customers, and rated lowest by Female customers.
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Ranked Fairmont Hotels & Resorts Product Quality the Highest
Ranked Fairmont Hotels & Resorts Product Quality the Lowest
Fairmont Hotels & Resorts Product Quality Score by Gender
Male customers rated Fairmont Hotels & Resorts's Product Quality score 0.6 stars higher than Female customers.
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Male
4.1/5
Female
3.5/5
Fairmont Hotels & Resorts Product Quality Score by Ethnicity
Fairmont Hotels & Resorts's Product Quality score was rated 3.9 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
Fairmont Hotels & Resorts Product Quality Score by Usage
Fairmont Hotels & Resorts's Product Quality score was rated 3.2 stars by customers who have used Fairmont Hotels & Resorts's products/services for Less than 1 Year.
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Fairmont Hotels & Resorts Product Quality vs. Competitors
Compared to its competitors, Fairmont Hotels & Resorts's Product Quality score is rated right above Hyatt, and is preceded by Four Seasons Hotels and Resorts.
| COMPANY | Product Quality Score | |
|---|---|---|
| Rosewood Hotel Group | 4.5/5 |
| Four Seasons Hotels and Resorts | 4.3/5 |
| Fairmont Hotels & Resorts | 4.1/5 |
| Hyatt | 4.1/5 |
| Marriott | 3.5/5 |
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Fairmont Hotels & Resorts Pricing
Fairmont Hotels & Resorts ROI & Value For Money
3.9/5
Fairmont Hotels & Resorts has a value for money and ROI score of 3.9 out of 5 stars rated by its users and customers.
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Quick Insights into Fairmont Hotels & Resorts ROI
Fairmont Hotels & Resorts's ROI score was rated highest by Male customers, and rated lowest by Female customers.
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Ranked Fairmont Hotels & Resorts ROI the Highest
Ranked Fairmont Hotels & Resorts ROI the Lowest
Fairmont Hotels & Resorts ROI Score by Gender
Male customers rated Fairmont Hotels & Resorts's ROI score 0.5 stars higher than Female customers.
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Male
4/5
Female
3.5/5
Fairmont Hotels & Resorts ROI Score by Ethnicity
Fairmont Hotels & Resorts's ROI score was rated 3.9 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.9 | Caucasian | 3.9 |
Fairmont Hotels & Resorts ROI Score by Usage
Fairmont Hotels & Resorts's ROI score was rated 3.1 stars by customers who have used Fairmont Hotels & Resorts's products/services for Less than 1 Year.
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Fairmont Hotels & Resorts Pricing vs. Competitors
Compared to its competitors, Fairmont Hotels & Resorts's ROI score is rated right above Marriott, and is preceded by Hyatt.
| COMPANY | Pricing Score | |
|---|---|---|
| Rosewood Hotel Group | 4.2/5 |
| Four Seasons Hotels and Resorts | 3.9/5 |
| Hyatt | 3.9/5 |
| Fairmont Hotels & Resorts | 3.9/5 |
| Marriott | 3.4/5 |
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Fairmont Hotels & Resorts Customer Satisfaction (CSAT)
Fairmont Hotels & Resorts Customer Satisfaction (CSAT) Score
75 / 100
Fairmont Hotels & Resorts has an overall Customer Satisfaction score of 75 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
50%
Satisfied
25%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
0%
Very Dissatisfied
19%
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 Fairmont Hotels & Resorts Customer Satisfaction
Fairmont Hotels & Resorts's Customer Satisfaction score was rated highest by Male customers, and rated lowest by Female customers.
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Ranked Fairmont Hotels & Resorts Customer Satisfaction the Highest
Ranked Fairmont Hotels & Resorts Customer Satisfaction the Lowest
Fairmont Hotels & Resorts Customer Satisfaction Score by Gender
Male customers rated Fairmont Hotels & Resorts's Customer Satisfaction score 33 points higher than Female customers.
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100 / 100
MaleVery Satisfied | 100% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
67 / 100
FemaleVery Satisfied | 67% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
Fairmont Hotels & Resorts Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Fairmont Hotels & Resorts' Customer Satisfaction (CSAT) score was rated 75% according to Caucasian users and customers.
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75 / 100
Very Satisfied
75%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
25%
Fairmont Hotels & Resorts Customer Satisfaction Score by Usage
Fairmont Hotels & Resorts's Customer Satisfaction score was rated 75 points by customers who have used Fairmont Hotels & Resorts's products/services for Less than 1 Year.
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Fairmont Hotels & Resorts Customer Satisfaction vs. Competitors
Compared to its competitors, Fairmont Hotels & Resorts's Customer Satisfaction score is rated right above Marriott, and is preceded by Hyatt.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Four Seasons Hotels and Resorts | 84% |
| Rosewood Hotel Group | 83% |
| Hyatt | 81% |
| Fairmont Hotels & Resorts | 75% |
| Marriott | 64% |
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Fairmont Hotels & Resorts Customer Service
3.8/5
Fairmont Hotels & Resorts has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Fairmont Hotels & Resorts's Customer Service
Address
Toronto, KS
Website
http://www.fairmont.com/
Quick Insights into Fairmont Hotels & Resorts Customer Service
Fairmont Hotels & Resorts's Customer Service score was rated highest by Female customers, and rated lowest by Male customers.
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Ranked Fairmont Hotels & Resorts Customer Service the Highest
Ranked Fairmont Hotels & Resorts Customer Service the Lowest
Fairmont Hotels & Resorts Customer Service Score by Gender
Female customers rated Fairmont Hotels & Resorts's Customer Service score 0.4 stars higher than Male customers.
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Male
3.1/5
Female
3.5/5
Fairmont Hotels & Resorts Customer Service Score by Ethnicity
Fairmont Hotels & Resorts's Customer Service score was rated 3.2 stars by Caucasian customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.2 | Caucasian | 3.2 |
Fairmont Hotels & Resorts Customer Service Score by Usage
Fairmont Hotels & Resorts's Customer Service score was rated 3.1 stars by customers who have used Fairmont Hotels & Resorts's products/services for Less than 1 Year.
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Fairmont Hotels & Resorts Customer Service vs. Competitors
Compared to its competitors, Fairmont Hotels & Resorts's Customer Service score is rated right above Marriott, and is preceded by Hyatt.
| COMPANY | Customer Service Score | |
|---|---|---|
| Rosewood Hotel Group | 4.4/5 |
| Four Seasons Hotels and Resorts | 4.2/5 |
| Hyatt | 4/5 |
| Fairmont Hotels & Resorts | 3.8/5 |
| Marriott | 3.4/5 |
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Fairmont Hotels & Resorts as an Employer
4.6/5
Fairmont Hotels & Resorts has a 4.6/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Fairmont Hotels & Resorts scored a 31 for Net Promoter Score and a 62 for Employee Net Promoter Score. NPS gauges how likely a customer of Fairmont Hotels & Resorts would recommend the brand to a friend. ENPS measures how likely Fairmont Hotels & Resorts employees would recommend working at Fairmont Hotels & Resorts to a friend.
Net Promoter Score
31
NPS Score
| 54% | Promoters |
|---|---|
| 23% | Passive |
| 23% | Detractors |
Employee Net Promoter Score
62
eNPS Score
| 76% | Promoters |
|---|---|
| 10% | Passive |
| 14% | Detractors |
