-51
NPS
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Brand Page
Lastminute
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About Lastminute's Brand
Brand at a Glance
54%
Customer Loyalty
2.7/5
Product Quality
2.7/5
Pricing
2.7/5
Customer Service
Lastminute NPS
Lastminute's Net Promoter Score (NPS) is a -51 with 16% Promoters, 17% Passives, and 67% Detractors. Net Promoter Score tracks whether Lastminute's customers would recommend using the product based on a scale of -100 to 100.
Lastminute Overall NPS
| 16% | Promoters |
|---|---|
| 17% | Passives |
| 67% | Detractors |
Lastminute NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jul 2022 -100 | Jul 2022 | -100 |
Nov 2022 -33 | Nov 2022 | -33 |
Aug 2023 -40 | Aug 2023 | -40 |
Mar 2025 -51 | Mar 2025 | -51 |
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.
Lastminute Customer Loyalty
54%
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.
54% of Lastminute 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?"
Lastminute Product Quality
2.7/5
Lastminute has an overall Product Quality score of 2.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Lastminute's overall Product Quality score rated by its users and customers.
Lastminute Product Information
Lastminute’s product quality score is a 2.7 out of 5 as rated by its users and customers.
- Website
- http://www.lastminute.com/
- Company Size
- 501-1,000 Employees
Industry
Sports & Entertainment
Travel
Lastminute Pricing
Lastminute ROI & Value For Money
2.7/5
Lastminute has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Lastminute's overall ROI score rated by its users and customers.
Lastminute Customer Satisfaction (CSAT)
Lastminute Customer Satisfaction (CSAT) Score
20 / 100
Lastminute has an overall Customer Satisfaction score of 20 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
20%
Satisfied
0%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
20%
Very Dissatisfied
40%
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.
Lastminute Customer Service
2.7/5
Lastminute has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Lastminute's overall Customer Service score rated by its users and customers.
About Lastminute's Customer Service
Website
http://www.lastminute.com/
Lastminute as an Employer
3.5/5
Lastminute has a 3.5/5 stars for its overall company culture rated by their employees
top
30%
Consumer vs. Employees
Lastminute scored a -51 for Net Promoter Score and a -42 for Employee Net Promoter Score. NPS gauges how likely a customer of Lastminute would recommend the brand to a friend. ENPS measures how likely Lastminute employees would recommend working at Lastminute to a friend.
Net Promoter Score
-51
NPS Score
| 16% | Promoters |
|---|---|
| 17% | Passive |
| 67% | Detractors |
Employee Net Promoter Score
-42
eNPS Score
| 29% | Promoters |
|---|---|
| 0% | Passive |
| 71% | Detractors |
