25
NPS
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Holland America
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About Holland America's Brand
Brand at a Glance
66%
Customer Loyalty
3.7/5
Product Quality
3.9/5
Pricing
3.7/5
Customer Service
Holland America NPS
Holland America's Net Promoter Score (NPS) is a 25 with 58% Promoters, 9% Passives, and 33% Detractors. Net Promoter Score tracks whether Holland America's customers would recommend using the product based on a scale of -100 to 100.
Holland America Overall NPS
| 58% | Promoters |
|---|---|
| 9% | Passives |
| 33% | Detractors |
Holland America NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2020 100 | Jul 2020 | 100 |
Apr 2021 100 | Apr 2021 | 100 |
Feb 2022 33 | Feb 2022 | 33 |
May 2022 0 | May 2022 | 0 |
Apr 2023 20 | Apr 2023 | 20 |
Jan 2024 33 | Jan 2024 | 33 |
Apr 2024 25 | Apr 2024 | 25 |
Dec 2024 20 | Dec 2024 | 20 |
May 2025 27 | May 2025 | 27 |
Nov 2025 25 | Nov 2025 | 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.
Holland America Customer Loyalty
66%
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.
66% of Holland America users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Holland America Product Quality
3.7/5
Holland America has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Holland America Product Information
Holland America’s product quality score is a 3.7 out of 5 as rated by its users and customers.
Holland America Pricing
Holland America ROI & Value For Money
3.9/5
Holland America 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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Holland America Customer Satisfaction (CSAT)
Holland America Customer Satisfaction (CSAT) Score
74 / 100
Holland America has an overall Customer Satisfaction score of 74 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
36%
Satisfied
38%
Neither Satisfied nor Dissatisfied
13%
Dissatisfied
0%
Very Dissatisfied
13%
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.
Holland America Customer Service
3.7/5
Holland America has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.
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About Holland America's Customer Service
Website
https://www.hollandamerica.com/
Holland America as an Employer
3.2/5
Holland America has a 3.2/5 stars for its overall company culture rated by their employees
top
50%
Consumer vs. Employees
Holland America scored a 25 for Net Promoter Score and a -14 for Employee Net Promoter Score. NPS gauges how likely a customer of Holland America would recommend the brand to a friend. ENPS measures how likely Holland America employees would recommend working at Holland America to a friend.
Net Promoter Score
25
NPS Score
| 58% | Promoters |
|---|---|
| 9% | Passive |
| 33% | Detractors |
Employee Net Promoter Score
-14
eNPS Score
| 33% | Promoters |
|---|---|
| 20% | Passive |
| 47% | Detractors |
