75
NPS
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Mandarin Oriental Hotel Group
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About Mandarin Oriental Hotel Group's Brand
Mandarin Oriental Hotel Group Among its major competitors, Mandarin Oriental Hotel Group is ranked in 1st place for NPS while Fairmont is 2nd, and The Lounge is 3rd.
Brand at a Glance
53%
Customer Loyalty
3.7/5
Product Quality
3.8/5
Pricing
3.8/5
Customer Service
Mandarin Oriental Hotel Group Ranking
- #1 / 3 of its competitors
Mandarin Oriental Hotel Group NPS
Mandarin Oriental Hotel Group's Net Promoter Score (NPS) is a 75 with 75% Promoters, 25% Passives, and 0% Detractors. Net Promoter Score tracks whether Mandarin Oriental Hotel Group's customers would recommend using the product based on a scale of -100 to 100.
Mandarin Oriental Hotel Group Overall NPS
| 75% | Promoters |
|---|---|
| 25% | Passives |
| 0% | Detractors |
Mandarin Oriental Hotel Group NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2020 100 | Aug 2020 | 100 |
Nov 2022 50 | Nov 2022 | 50 |
Jul 2024 66 | Jul 2024 | 66 |
Aug 2025 75 | Aug 2025 | 75 |
How Other Brands Compare
Mandarin Oriental Hotel Group is ranked first for NPS among its competitors. Fairmont and The Lounge come in second and third.
Mandarin Oriental Hotel Group |  Fairmont |  The Lounge | |
| Global Ranking | #- | #757 | #- |
| NPS | 75 | 49 | - |
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.
Mandarin Oriental Hotel Group NPS vs. Competitors
Compared to its competitors, Mandarin Oriental Hotel Group's NPS is rated right above Fairmont.
| COMPANY | NPS Score | |
|---|---|---|
| Mandarin Oriental Hotel Group | 75 |
| Fairmont | 49 |
| The Lounge | N/A |
Mandarin Oriental Hotel Group Customer Loyalty
53%
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.
53% of Mandarin Oriental Hotel Group 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?"
Mandarin Oriental Hotel Group Customer Loyalty vs. Competitors
Compared to its competitors, Mandarin Oriental Hotel Group's Customer Loyalty score is rated right above The Lounge, and is preceded by Fairmont.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Fairmont | 79% |
| Mandarin Oriental Hotel Group | 53% |
| The Lounge | N/A |
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Mandarin Oriental Hotel Group Product Quality
3.7/5
Mandarin Oriental Hotel Group has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Mandarin Oriental Hotel Group Product Information
Mandarin Oriental Hotel Group’s product quality score is a 3.7 out of 5 as rated by its users and customers.
Mandarin Oriental Hotel Group Product Quality vs. Competitors
Compared to its competitors, Mandarin Oriental Hotel Group's Product Quality score is rated right above The Lounge, and is preceded by Fairmont.
| COMPANY | Product Quality Score | |
|---|---|---|
| Fairmont | 4.1/5 |
| Mandarin Oriental Hotel Group | 3.7/5 |
| The Lounge | N/A |
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Mandarin Oriental Hotel Group Pricing
Mandarin Oriental Hotel Group ROI & Value For Money
3.8/5
Mandarin Oriental Hotel Group has a value for money and ROI score of 3.8 out of 5 stars rated by its users and customers.
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Mandarin Oriental Hotel Group Pricing vs. Competitors
Compared to its competitors, Mandarin Oriental Hotel Group's ROI score is rated right above The Lounge, and is preceded by Fairmont.
| COMPANY | Pricing Score | |
|---|---|---|
| Fairmont | 3.9/5 |
| Mandarin Oriental Hotel Group | 3.8/5 |
| The Lounge | N/A |
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Mandarin Oriental Hotel Group Customer Satisfaction (CSAT)
Mandarin Oriental Hotel Group Customer Satisfaction (CSAT) Score
67 / 100
Mandarin Oriental Hotel Group has an overall Customer Satisfaction score of 67 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
34%
Satisfied
33%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
0%
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.
Mandarin Oriental Hotel Group Customer Satisfaction vs. Competitors
Compared to its competitors, Mandarin Oriental Hotel Group's Customer Satisfaction score is rated right above The Lounge, and is preceded by Fairmont.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Fairmont | 83% |
| Mandarin Oriental Hotel Group | 67% |
| The Lounge | 0% |
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Mandarin Oriental Hotel Group Customer Service
3.8/5
Mandarin Oriental Hotel Group has an overall Customer Service score of 3.8 out of 5 stars rated by its users and customers.
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About Mandarin Oriental Hotel Group's Customer Service
Website
http://www.mandarinoriental.com
Mandarin Oriental Hotel Group Customer Service vs. Competitors
Compared to its competitors, Mandarin Oriental Hotel Group's Customer Service score is rated right above The Lounge, and is preceded by Fairmont.
| COMPANY | Customer Service Score | |
|---|---|---|
| Fairmont | 3.9/5 |
| Mandarin Oriental Hotel Group | 3.8/5 |
| The Lounge | N/A |
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Mandarin Oriental Hotel Group as an Employer
3.5/5
Mandarin Oriental Hotel Group has a 3.5/5 stars for its overall company culture rated by their employees
top
5%
CEO of Mandarin Oriental Hotel Group
In the Top 5% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Mandarin Oriental Hotel Group scored a 75 for Net Promoter Score and a 25 for Employee Net Promoter Score. NPS gauges how likely a customer of Mandarin Oriental Hotel Group would recommend the brand to a friend. ENPS measures how likely Mandarin Oriental Hotel Group employees would recommend working at Mandarin Oriental Hotel Group to a friend.
Net Promoter Score
75
NPS Score
| 75% | Promoters |
|---|---|
| 25% | Passive |
| 0% | Detractors |
Employee Net Promoter Score
25
eNPS Score
| 50% | Promoters |
|---|---|
| 25% | Passive |
| 25% | Detractors |
