Premier Inn NPS & Customer Reviews

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Premier Inn

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Premier Inn

Rate this Brand

About Premier Inn's Brand

Brand at a Glance

67%

Customer Loyalty

3.9/5

Product Quality

3.6/5

Pricing

3.7/5

Customer Service

Premier Inn NPS

Premier Inn's Net Promoter Score (NPS) is a 8 with 42% Promoters, 24% Passives, and 34% Detractors. Net Promoter Score tracks whether Premier Inn's customers would recommend using the product based on a scale of -100 to 100.

Premier Inn Overall NPS

NPS

42%	Promoters
24%	Passives
34%	Detractors

Premier Inn NPS Trend

-100

-50

100

Summary	Date	Score
Oct 2024 8	Oct 2024	8
Nov 2024 7	Nov 2024	7
Dec 2024 6	Dec 2024	6
Jan 2025 10	Jan 2025	10
Feb 2025 9	Feb 2025	9
Mar 2025 10	Mar 2025	10
Apr 2025 8	Apr 2025	8
May 2025 9	May 2025	9
Jun 2025 10	Jun 2025	10
Sep 2025 8	Sep 2025	8
Oct 2025 9	Oct 2025	9
Nov 2025 7	Nov 2025	7

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.

Premier Inn NPS by Gender

Female customers rated Premier Inn's NPS 32 points higher than Male customers.

Male

Premier Inn's NPS was rated 11 by Male customers on Comparably.

35%

Promoters

41%

Passives

24%

Detractors

Female

Premier Inn's NPS was rated 43 by Female customers on Comparably.

64%

Promoters

15%

Passives

21%

Detractors

Premier Inn NPS by Ethnicity

Premier Inn's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.

-100

-50

100

Summary	Ethnicity	Score
Caucasian 0	Caucasian	0
African American/Black 34	African American/Black	34
Asian or Pacific Islander 0	Asian or Pacific Islander	0
Other 55	Other	55

Premier Inn NPS by Age

Premier Inn's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.

100

Summary

Age

Promoters

Passives

Detractors

18-25

52%

24%

26-30

50%

25%

Premier Inn NPS by Usage

Premier Inn's NPS was rated the highest by customers who have used Premier Inn's products/services for 2 to 5 Years, and the lowest by customers with 5 to 10 Years of usage.

-100

-50

100

Summary	Usage	Score
Less than 1 Year 20	Less than 1 Year	20
1 to 2 Years 11	1 to 2 Years	11
2 to 5 Years 80	2 to 5 Years	80
5 to 10 Years 0	5 to 10 Years	0
Over 10 Years 28	Over 10 Years	28

Premier Inn Customer Reviews

Out of the 7 Premier Inn customer reviews 7 were positive and 0 were constructive. Premier Inn customer reviews reflect that all customers have a favorable experience using the products/services of the company.

Premier Inn Customer Loyalty

67%

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.

67% of Premier Inn users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"

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67%

33%

Premier Inn Customer Loyalty Score by Gender

Premier Inn's Customer Loyalty score was rated 68 by both Female and Male customers on Comparably.

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Male

68%

Yes

Female

68%

Yes

Premier Inn Customer Loyalty Score by Ethnicity

Premier Inn's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

% who answered "Yes"

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out of 100

Caucasian

100

out of 100

African American/Black

out of 100

Asian or Pacific Islander

out of 100

Other

Premier Inn Customer Loyalty Score by Age

Premier Inn's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.

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20%

40%

60%

80%

100%

Summary	Age	Score
18-25 68%	18-25	68%
26-30 55%	26-30	55%

Premier Inn Customer Loyalty Score by Usage

Premier Inn's Customer Loyalty score was rated the highest by customers who have used Premier Inn's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.

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Less than 1 Year	82%
1 to 2 Years	70%
2 to 5 Years	46%
5 to 10 Years	64%
Over 10 Years	74%

Premier Inn Customer Loyalty Score by Industry

Premier Inn's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Hospitality industry customers.

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Accounting	82%
Aerospace and Aviation	70%
Arts and Entertainment	70%
Hospitality	40%
Travel and Hospitality	55%

Premier Inn Product Quality

3.9/5

Premier Inn has an overall Product Quality score of 3.9 out of 5 stars rated by its users and customers.

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Premier Inn Product Information

Premier Inn’s product quality score is a 3.9 out of 5 as rated by its users and customers. Reviewers from the Travel and Hospitality industry rated Premier Inn's product the highest. Reviewers from the Aerospace and Aviation industry rated Premier Inn the lowest at 3.3.

Website: http://www.premierinn.com

Company Size: 10,000+ Employees

Quick Insights into Premier Inn Product Quality

Premier Inn's Product Quality score was rated highest by African American/Black customers, and rated lowest by customers from the Aerospace and Aviation industry.

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Ranked Premier Inn Product Quality the Highest

African American/Black	4.8
Travel and Hospitality	4.7
1 to 2 Years	4.3

Ranked Premier Inn Product Quality the Lowest

Caucasian	3.9
Less than 1 Year	3.9
Aerospace and Aviation	3.3

Premier Inn Product Quality Score by Gender

Premier Inn's Product Quality score was rated 4.2 by both Female and Male customers on Comparably.

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Male

4.2/5

Female

4.2/5

Premier Inn Product Quality Score by Ethnicity

Premier Inn's Product Quality score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

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Summary	Ethnicity	Score
Caucasian 3.9	Caucasian	3.9
African American/Black 4.8	African American/Black	4.8
Asian or Pacific Islander 4.1	Asian or Pacific Islander	4.1
Other 4.2	Other	4.2

Premier Inn Product Quality Score by Age

Premier Inn's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.

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Summary	Age	Score
18-25 4.1	18-25	4.1
26-30 3.9	26-30	3.9

Premier Inn Product Quality Score by Usage

Premier Inn's Product Quality score was rated the highest by customers who have used Premier Inn's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	3.9
1 to 2 Years	4.3
2 to 5 Years	4.3
5 to 10 Years	4.1
Over 10 Years	4.3

Premier Inn Product Quality Score by Industry

Premier Inn's Product Quality score was rated the highest by Travel and Hospitality industry customers, and the lowest by Aerospace and Aviation industry customers.

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Accounting	4.5
Aerospace and Aviation	3.3
Arts and Entertainment	3.8
Hospitality	4.3
Travel and Hospitality	4.7

Premier Inn Pricing

Premier Inn ROI & Value For Money

3.6/5

Premier Inn has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.

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Premier Inn Pricing Plans

Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Travel and Hospitality industry. The users from the Aerospace and Aviation industry think that they had the lowest ROI from Premier Inn.

Quick Insights into Premier Inn ROI

Premier Inn's ROI score was rated highest by customers from the Travel and Hospitality industry, and rated lowest by customers from the Aerospace and Aviation industry.

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Ranked Premier Inn ROI the Highest

Travel and Hospitality	4.5
Over 10 Years	4.3
African American/Black	4.1

Ranked Premier Inn ROI the Lowest

Male	3.7
5 to 10 Years	3.4
Aerospace and Aviation	3.3

Premier Inn ROI Score by Gender

Female customers rated Premier Inn's ROI score 0.4 stars higher than Male customers.

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Male

3.7/5

Female

4.1/5

Premier Inn ROI Score by Ethnicity

Premier Inn's ROI score was rated the highest by African American/Black customers, and the lowest by Asian or Pacific Islander customers.

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Summary	Ethnicity	Score
Caucasian 3.9	Caucasian	3.9
African American/Black 4.1	African American/Black	4.1
Asian or Pacific Islander 3.7	Asian or Pacific Islander	3.7
Other 3.9	Other	3.9

Premier Inn ROI Score by Age

Premier Inn's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.

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Summary	Age	Score
18-25 4	18-25	4
26-30 3.7	26-30	3.7

Premier Inn ROI Score by Usage

Premier Inn's ROI score was rated the highest by customers who have used Premier Inn's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.

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Less than 1 Year	3.5
1 to 2 Years	4.1
2 to 5 Years	3.8
5 to 10 Years	3.4
Over 10 Years	4.3

Premier Inn ROI Score by Industry

Premier Inn's ROI score was rated the highest by Travel and Hospitality industry customers, and the lowest by Aerospace and Aviation industry customers.

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Accounting	3.9
Aerospace and Aviation	3.3
Arts and Entertainment	3.5
Hospitality	3.5
Travel and Hospitality	4.5

Premier Inn Customer Satisfaction (CSAT)

Premier Inn Customer Satisfaction (CSAT) Score

81 / 100

Premier Inn has an overall Customer Satisfaction score of 81 rated by its users and customers.

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Very Satisfied	43%
Satisfied	38%
Neither Satisfied nor Dissatisfied	7%
Dissatisfied	6%
Very Dissatisfied	6%

Very Satisfied

43%

Satisfied

38%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

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 Premier Inn Customer Satisfaction

Premier Inn's Customer Satisfaction score was rated highest by customers who have used Premier Inn's products/services for 1 to 2 Years, and rated lowest by customers from the Aerospace and Aviation industry.

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Ranked Premier Inn Customer Satisfaction the Highest

1 to 2 Years	100%
18-25	100%
Accounting	100%

Ranked Premier Inn Customer Satisfaction the Lowest

Asian or Pacific Islander	84%
Less than 1 Year	80%
Aerospace and Aviation	67%

Premier Inn Customer Satisfaction Score by Gender

Female customers rated Premier Inn's Customer Satisfaction score 6 points higher than Male customers.

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94 / 100

Male

	Very Satisfied	41%
	Satisfied	53%
	Neither Satisfied nor Dissatisfied	6%
	Dissatisfied	0%
	Very Dissatisfied	0%

100 / 100

Female

	Very Satisfied	62%
	Satisfied	38%
	Neither Satisfied nor Dissatisfied	0%
	Dissatisfied	0%
	Very Dissatisfied	0%

Premier Inn Customer Satisfaction Score by Ethnicity

CSAT according to Caucasian

Premier Inn's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.

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100 / 100

Very Satisfied	57%
Satisfied	43%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	0%

Very Satisfied

57%

Satisfied

43%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

CSAT according to African American/Black

Premier Inn's Customer Satisfaction (CSAT) score was rated 100% according to African American/Black users and customers.

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100 / 100

Very Satisfied	67%
Satisfied	33%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	0%

Very Satisfied

67%

Satisfied

33%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

CSAT according to Asian or Pacific Islander

Premier Inn's Customer Satisfaction (CSAT) score was rated 84% according to Asian or Pacific Islander users and customers.

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84 / 100

Very Satisfied	17%
Satisfied	67%
Neither Satisfied nor Dissatisfied	16%
Dissatisfied	0%
Very Dissatisfied	0%

Very Satisfied

17%

Satisfied

67%

Neither Satisfied nor Dissatisfied

16%

Dissatisfied

Very Dissatisfied

CSAT according to Other

Premier Inn's Customer Satisfaction (CSAT) score was rated 100% according to Other users and customers.

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100 / 100

Very Satisfied	55%
Satisfied	45%
Neither Satisfied nor Dissatisfied	0%
Dissatisfied	0%
Very Dissatisfied	0%

Very Satisfied

55%

Satisfied

45%

Neither Satisfied nor Dissatisfied

Dissatisfied

Very Dissatisfied

Premier Inn Customer Satisfaction Score by Age

Premier Inn's Customer Satisfaction score was rated 100 points by customers ages 18-25 and customers ages 26-30 on Comparably.

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100

Breakdown

Age

Score

18-25

100%

26-30

100%

Premier Inn Customer Satisfaction Score by Usage

Premier Inn's Customer Satisfaction score was rated the highest by customers who have used Premier Inn's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	80
1 to 2 Years	100
2 to 5 Years	100
5 to 10 Years	100
Over 10 Years	100

Premier Inn Customer Satisfaction Score by Industry

Premier Inn's Customer Satisfaction score was rated the highest by Accounting industry customers, and the lowest by Aerospace and Aviation industry customers.

Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.

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			"groupId": 523,
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Accounting	100
Aerospace and Aviation	67
Arts and Entertainment	100
Hospitality	100
Travel and Hospitality	100

Premier Inn Customer Service

3.7/5

Premier Inn has an overall Customer Service score of 3.7 out of 5 stars rated by its users and customers.

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About Premier Inn's Customer Service

Address

United Kingdom

Website

http://www.premierinn.com

Quick Insights into Premier Inn Customer Service

Premier Inn's Customer Service score was rated highest by African American/Black customers, and rated lowest by customers from the Hospitality industry.

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Ranked Premier Inn Customer Service the Highest

African American/Black	4.5
Travel and Hospitality	4.2
1 to 2 Years	4.1

Ranked Premier Inn Customer Service the Lowest

Caucasian	3.7
26-30	3.6
Hospitality	3.3

Premier Inn Customer Service Score by Gender

Female customers rated Premier Inn's Customer Service score 0.3 stars higher than Male customers.

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Male

3.8/5

Female

4.1/5

Premier Inn Customer Service Score by Ethnicity

Premier Inn's Customer Service score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.

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100

Summary	Ethnicity	Customer Service Score
Caucasian 3.7	Caucasian	3.7
African American/Black 4.5	African American/Black	4.5
Asian or Pacific Islander 3.7	Asian or Pacific Islander	3.7
Other 3.9	Other	3.9

Premier Inn Customer Service Score by Age

Premier Inn's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 26-30.

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100

Summary	Age	Customer Service Score
18-25 3.9	18-25	3.9
26-30 3.6	26-30	3.6

Premier Inn Customer Service Score by Usage

Premier Inn's Customer Service score was rated the highest by customers who have used Premier Inn's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.

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Less than 1 Year	3.8
1 to 2 Years	4.1
2 to 5 Years	3.9
5 to 10 Years	3.8
Over 10 Years	4

Premier Inn Customer Service Score by Industry

Premier Inn's Customer Service score was rated the highest by Travel and Hospitality industry customers, and the lowest by Hospitality industry customers.

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Accounting	4.1
Aerospace and Aviation	3.3
Arts and Entertainment	3.5
Hospitality	3.3
Travel and Hospitality	4.2

Premier Inn as an Employer

4.1/5

Premier Inn has a 4.1/5 stars for its overall company culture rated by their employees

top

30%

CEO of Premier Inn

In the Top 30% of Similar Sized Companies on Comparably.

Consumer vs. Employees

Premier Inn scored a 8 for Net Promoter Score and a 19 for Employee Net Promoter Score. NPS gauges how likely a customer of Premier Inn would recommend the brand to a friend. ENPS measures how likely Premier Inn employees would recommend working at Premier Inn to a friend.

Net Promoter Score

NPS Score

42%	Promoters
24%	Passive
34%	Detractors

Employee Net Promoter Score

eNPS Score

47%	Promoters
25%	Passive
28%	Detractors

Global Ranking Snapshot

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6	Nike	John Donahoe	Fashion and Beauty
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