42
NPS
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Shangri-La Hotels and Resorts
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About Shangri-La Hotels and Resorts' Brand
Leading luxury hotel group Among its major competitors, Shangri-La Hotels and Resorts is ranked in 1st place for NPS while Hilton is 2nd, and Marriott is 3rd.Their current market cap is $2.59B
Brand at a Glance
84%
Customer Loyalty
3.7/5
Product Quality
3.8/5
Pricing
3.8/5
Customer Service
Shangri-La Hotels and Resorts Ranking
- #1 / 4 of its competitors
Shangri-La Hotels and Resorts NPS
Shangri-La Hotels and Resorts's Net Promoter Score (NPS) is a 42 with 67% Promoters, 8% Passives, and 25% Detractors. Net Promoter Score tracks whether Shangri-La Hotels and Resorts's customers would recommend using the product based on a scale of -100 to 100.
Shangri-La Hotels and Resorts Overall NPS
| 67% | Promoters |
|---|---|
| 8% | Passives |
| 25% | Detractors |
Shangri-La Hotels and Resorts NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2022 100 | Oct 2022 | 100 |
Sep 2023 100 | Sep 2023 | 100 |
Feb 2024 33 | Feb 2024 | 33 |
Sep 2024 0 | Sep 2024 | 0 |
Nov 2024 20 | Nov 2024 | 20 |
Dec 2024 43 | Dec 2024 | 43 |
Feb 2025 55 | Feb 2025 | 55 |
Aug 2025 50 | Aug 2025 | 50 |
Sep 2025 54 | Sep 2025 | 54 |
Oct 2025 41 | Oct 2025 | 41 |
How Other Brands Compare
Shangri-La Hotels and Resorts is ranked first for NPS among its competitors. Hilton and Marriott come in second and third, with IHG coming in at #4. Among those competitors, it is the third most valued company behind Marriott.
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.
Shangri-La Hotels and Resorts NPS by Gender
Shangri-La Hotels and Resorts's NPS was rated 34 by Male customers on Comparably.
Male
34
Shangri-La Hotels and Resorts's NPS was rated 34 by Male customers on Comparably.
67%
Promoters
0%
Passives
33%
Detractors
Female
N/A
Shangri-La Hotels and Resorts's NPS is not yet rated by Female customers.
0%
Promoters
0%
Passives
0%
Detractors
Shangri-La Hotels and Resorts NPS by Ethnicity
Shangri-La Hotels and Resorts's NPS was rated 34 points by Asian or Pacific Islander customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 34 | Asian or Pacific Islander | 34 |
Shangri-La Hotels and Resorts NPS vs. Competitors
Compared to its competitors, Shangri-La Hotels and Resorts's NPS is rated right above Hilton.
| COMPANY | NPS Score | |
|---|---|---|
| Shangri-La Hotels and Resorts | 42 |
 | Hilton | 26 |
 | Marriott | 15 |
 | IHG | 14 |
Shangri-La Hotels and Resorts Customer Loyalty
84%
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.
84% of Shangri-La Hotels and Resorts 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?"
Shangri-La Hotels and Resorts Customer Loyalty Score by Gender
Shangri-La Hotels and Resorts's Customer Loyalty score was rated 70 by Male customers on Comparably.
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Male
70%
Yes
Female
N/A
Yes
Shangri-La Hotels and Resorts Customer Loyalty Score by Ethnicity
Shangri-La Hotels and Resorts's Customer Loyalty score was rated 70% by Asian or Pacific Islander customers on Comparably.
% who answered "Yes"
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70
out of 100
Asian or Pacific Islander
Shangri-La Hotels and Resorts Customer Loyalty Score by Industry
Shangri-La Hotels and Resorts's Customer Loyalty score was rated 70% by Hospitality industry customers.
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Shangri-La Hotels and Resorts Customer Loyalty vs. Competitors
Compared to its competitors, Shangri-La Hotels and Resorts's Customer Loyalty score is rated right above Marriott.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Shangri-La Hotels and Resorts | 84% |
| Marriott | 81% |
| Hilton | 78% |
| IHG | 74% |
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Shangri-La Hotels and Resorts Product Quality
3.7/5
Shangri-La Hotels and Resorts has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
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Shangri-La Hotels and Resorts Product Information
Shangri-La Hotels and Resorts’s product quality score is a 3.7 out of 5 as rated by its users and customers. Reviewers from the Hospitality industry rated Shangri-La Hotels and Resorts's product the highest.
- Company Size
- 10,000+ Employees
Industry
Hospitality
Quick Insights into Shangri-La Hotels and Resorts Product Quality
Shangri-La Hotels and Resorts's Product Quality score was rated highest by Asian or Pacific Islander customers.
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Ranked Shangri-La Hotels and Resorts Product Quality the Highest
Shangri-La Hotels and Resorts Product Quality Score by Gender
Shangri-La Hotels and Resorts's Product Quality score was rated 3.5 by Male customers on Comparably.
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Male
3.5/5
Female
N/A
Shangri-La Hotels and Resorts Product Quality Score by Ethnicity
Shangri-La Hotels and Resorts's Product Quality score was rated 3.5 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Shangri-La Hotels and Resorts.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.5 | Asian or Pacific Islander | 3.5 |
Shangri-La Hotels and Resorts Product Quality Score by Industry
Shangri-La Hotels and Resorts's Product Quality score was rated 3.5 stars by Hospitality industry customers.
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Shangri-La Hotels and Resorts Product Quality vs. Competitors
Compared to its competitors, Shangri-La Hotels and Resorts's Product Quality score is rated right above IHG, and is preceded by Hilton.
| COMPANY | Product Quality Score | |
|---|---|---|
| Hilton | 3.8/5 |
| Shangri-La Hotels and Resorts | 3.7/5 |
| IHG | 3.6/5 |
| Marriott | 3.5/5 |
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Shangri-La Hotels and Resorts Pricing
Shangri-La Hotels and Resorts ROI & Value For Money
3.8/5
Shangri-La Hotels and Resorts 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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Shangri-La Hotels and Resorts 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 Hospitality industry.
Quick Insights into Shangri-La Hotels and Resorts ROI
Shangri-La Hotels and Resorts's ROI score was rated highest by Asian or Pacific Islander customers.
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Ranked Shangri-La Hotels and Resorts ROI the Highest
Shangri-La Hotels and Resorts ROI Score by Gender
Shangri-La Hotels and Resorts's ROI score was rated 3.8 by Male customers on Comparably.
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Male
3.8/5
Female
N/A
Shangri-La Hotels and Resorts ROI Score by Ethnicity
Shangri-La Hotels and Resorts's ROI score was rated 3.8 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Shangri-La Hotels and Resorts.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Asian or Pacific Islander 3.8 | Asian or Pacific Islander | 3.8 |
Shangri-La Hotels and Resorts ROI Score by Industry
Shangri-La Hotels and Resorts's ROI score was rated 3.8 stars by Hospitality industry customers.
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Shangri-La Hotels and Resorts Pricing vs. Competitors
Compared to its competitors, Shangri-La Hotels and Resorts's ROI score is rated right above Hilton.
| COMPANY | Pricing Score | |
|---|---|---|
| Shangri-La Hotels and Resorts | 3.8/5 |
| Hilton | 3.7/5 |
| IHG | 3.5/5 |
| Marriott | 3.4/5 |
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Shangri-La Hotels and Resorts Customer Satisfaction (CSAT)
Shangri-La Hotels and Resorts Customer Satisfaction (CSAT) Score
78 / 100
Shangri-La Hotels and Resorts has an overall Customer Satisfaction score of 78 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
56%
Satisfied
22%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
22%
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 Shangri-La Hotels and Resorts Customer Satisfaction
Shangri-La Hotels and Resorts's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers.
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Ranked Shangri-La Hotels and Resorts Customer Satisfaction the Highest
Shangri-La Hotels and Resorts Customer Satisfaction Score by Gender
Shangri-La Hotels and Resorts's Customer Satisfaction score was rated 67 by Male customers on Comparably.
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67 / 100
MaleVery Satisfied | 67% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
Shangri-La Hotels and Resorts Customer Satisfaction Score by Ethnicity
CSAT according to Asian or Pacific Islander
Shangri-La Hotels and Resorts' Customer Satisfaction (CSAT) score was rated 67% according to Asian or Pacific Islander users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Shangri-La Hotels and Resorts.
67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
Shangri-La Hotels and Resorts Customer Satisfaction Score by Industry
Shangri-La Hotels and Resorts's Customer Satisfaction score was rated 67 points by Hospitality industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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}Shangri-La Hotels and Resorts Customer Satisfaction vs. Competitors
Compared to its competitors, Shangri-La Hotels and Resorts's Customer Satisfaction score is rated right above Hilton.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Shangri-La Hotels and Resorts | 78% |
| Hilton | 74% |
| Marriott | 64% |
| IHG | 63% |
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Shangri-La Hotels and Resorts Customer Service
3.8/5
Shangri-La Hotels and 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 Shangri-La Hotels and Resorts's Customer Service
Address
33 Fu Cheng Road, Pudong, Shanghai, 200012 China
Website
http://www.shangri-la.com/corporate/about-us/
Phone Number
+86-21-68828888x7516
Quick Insights into Shangri-La Hotels and Resorts Customer Service
Shangri-La Hotels and Resorts's Customer Service score was rated highest by Asian or Pacific Islander customers.
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Ranked Shangri-La Hotels and Resorts Customer Service the Highest
Shangri-La Hotels and Resorts Customer Service Score by Gender
Shangri-La Hotels and Resorts's Customer Service score was rated 4 by Male customers on Comparably.
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Male
4/5
Female
N/A
Shangri-La Hotels and Resorts Customer Service Score by Ethnicity
Shangri-La Hotels and Resorts's Customer Service score was rated 4 stars by Asian or Pacific Islander customers on Comparably.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Shangri-La Hotels and Resorts.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Asian or Pacific Islander 4 | Asian or Pacific Islander | 4 |
Shangri-La Hotels and Resorts Customer Service Score by Industry
Shangri-La Hotels and Resorts's Customer Service score was rated 4 stars by Hospitality industry customers.
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Shangri-La Hotels and Resorts Customer Service vs. Competitors
Compared to its competitors, Shangri-La Hotels and Resorts's Customer Service score is rated right above Hilton.
| COMPANY | Customer Service Score | |
|---|---|---|
| Shangri-La Hotels and Resorts | 3.8/5 |
| Hilton | 3.8/5 |
| IHG | 3.5/5 |
| Marriott | 3.4/5 |
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Shangri-La Hotels and Resorts as an Employer
4.6/5
Shangri-La Hotels and Resorts has a 4.6/5 stars for its overall company culture rated by their employees
bottom
25%
CEO of Shangri-La Hotels and Resorts
In the Bottom 25% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Shangri-La Hotels and Resorts scored a 42 for Net Promoter Score and a 20 for Employee Net Promoter Score. NPS gauges how likely a customer of Shangri-La Hotels and Resorts would recommend the brand to a friend. ENPS measures how likely Shangri-La Hotels and Resorts employees would recommend working at Shangri-La Hotels and Resorts to a friend.
Net Promoter Score
42
NPS Score
| 67% | Promoters |
|---|---|
| 8% | Passive |
| 25% | Detractors |
Employee Net Promoter Score
20
eNPS Score
| 50% | Promoters |
|---|---|
| 20% | Passive |
| 30% | Detractors |
