-7
NPS
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Sonder
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About Sonder's Brand
Taking stay further. Among its major competitors, Sonder is ranked in 5th place for NPS while Hyatt is 1st, and Hilton is 2nd. Overall, Sonder has a neutral social sentiment, when analyzing social media channels and online mentions.Their current valuation is $1.00B
Brand at a Glance
63%
Customer Loyalty
3.1/5
Product Quality
3/5
Pricing
2.9/5
Customer Service
Sonder Ranking
- #4 / 4 of its competitors
Sonder NPS
Sonder's Net Promoter Score (NPS) is a -7 with 39% Promoters, 15% Passives, and 46% Detractors. Net Promoter Score tracks whether Sonder's customers would recommend using the product based on a scale of -100 to 100.
Sonder Overall NPS
| 39% | Promoters |
|---|---|
| 15% | Passives |
| 46% | Detractors |
Sonder NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Oct 2023 -11 | Oct 2023 | -11 |
Nov 2023 -9 | Nov 2023 | -9 |
Dec 2023 -9 | Dec 2023 | -9 |
Jan 2024 -9 | Jan 2024 | -9 |
Feb 2024 -10 | Feb 2024 | -10 |
Mar 2024 -10 | Mar 2024 | -10 |
Apr 2024 -10 | Apr 2024 | -10 |
Jun 2024 -8 | Jun 2024 | -8 |
Nov 2024 -7 | Nov 2024 | -7 |
Dec 2024 -8 | Dec 2024 | -8 |
Feb 2025 -9 | Feb 2025 | -9 |
Mar 2025 -9 | Mar 2025 | -9 |
How Other Brands Compare
Sonder is ranked #4 for NPS among its competitors. Hilton and Airbnb come in first and second, with Marriott coming in at third. Among those competitors, it is the lowest 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.
Sonder NPS by Gender
Female customers rated Sonder's NPS 3 points higher than Male customers.
Male
-21
Sonder's NPS was rated -21 by Male customers on Comparably.
36%
Promoters
7%
Passives
57%
Detractors
Female
-18
Sonder's NPS was rated -18 by Female customers on Comparably.
30%
Promoters
22%
Passives
48%
Detractors
Sonder NPS by Ethnicity
Sonder's NPS was rated the highest by African American/Black customers, and the lowest by Hispanic or Latino customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -19 | Caucasian | -19 |
Hispanic or Latino -34 | Hispanic or Latino | -34 |
African American/Black -17 | African American/Black | -17 |
Asian or Pacific Islander -33 | Asian or Pacific Islander | -33 |
Sonder NPS by Age
Sonder's NPS was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
Sonder NPS by Usage
Sonder's NPS was rated the highest by customers who have used Sonder's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -24 | Less than 1 Year | -24 |
1 to 2 Years -21 | 1 to 2 Years | -21 |
2 to 5 Years 25 | 2 to 5 Years | 25 |
Sonder Customer Reviews
Out of the 13 Sonder customer reviews 7 were positive and 6 were constructive. Sonder customer reviews reflect that more than half of the customers have a favorable experience using the products/services of the company.
All Reviews
Positive Reviews
Constructive Reviews
Sonder Customer Loyalty
63%
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.
63% of Sonder users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Sonder Customer Loyalty Score by Gender
Male customers rated Sonder's Customer Loyalty score 8% higher than Female customers.
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Male
68%
Yes
Female
60%
Yes
Sonder Customer Loyalty Score by Ethnicity
Sonder's Customer Loyalty score was rated the highest by African American/Black customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Sonder.
59
out of 100
Caucasian
70
out of 100
Hispanic or Latino
100
out of 100
African American/Black
70
out of 100
Asian or Pacific Islander
Sonder Customer Loyalty Score by Age
Sonder's Customer Loyalty score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 100% | 18-25 | 100% |
26-30 55% | 26-30 | 55% |
31-35 87% | 31-35 | 87% |
36-40 50% | 36-40 | 50% |
41-45 44% | 41-45 | 44% |
46-50 100% | 46-50 | 100% |
51-55 82% | 51-55 | 82% |
56-60 46% | 56-60 | 46% |
66+ 40% | 66+ | 40% |
Sonder Customer Loyalty Score by Usage
Sonder's Customer Loyalty score was rated the highest by customers who have used Sonder's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Sonder Customer Loyalty Score by Industry
Sonder's Customer Loyalty score was rated the highest by Architecture and Planning industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Sonder Customer Loyalty vs. Competitors
Compared to its competitors, Sonder's Customer Loyalty score is rated right above RedAwning.com, Inc., and is preceded by Airbnb.
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Sonder Product Quality
3.1/5
Sonder has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Sonder Product Information
Sonder’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Sonder's product the highest. Reviewers from the Banking and Financial Services industry rated Sonder the lowest at 2.
- Website
- http://www.sonder.com
- Company Size
- 501-1,000 Employees
Industry
Tech
Real Estate
Travel
Quick Insights into Sonder Product Quality
Sonder's Product Quality score was rated highest by customers from the Tech industry, and rated lowest by customers ages 56-60.
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Ranked Sonder Product Quality the Highest
Ranked Sonder Product Quality the Lowest
Sonder Product Quality Score by Gender
Female customers rated Sonder's Product Quality score 0.4 stars higher than Male customers.
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Male
2.8/5
Female
3.2/5
Sonder Product Quality Score by Ethnicity
Sonder's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by African American/Black customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.1 | Caucasian | 3.1 |
Hispanic or Latino 3.5 | Hispanic or Latino | 3.5 |
African American/Black 2.7 | African American/Black | 2.7 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Sonder Product Quality Score by Age
Sonder's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.6 | 18-25 | 4.6 |
26-30 3 | 26-30 | 3 |
31-35 2.9 | 31-35 | 2.9 |
36-40 3.6 | 36-40 | 3.6 |
41-45 3.3 | 41-45 | 3.3 |
46-50 3.6 | 46-50 | 3.6 |
51-55 3.2 | 51-55 | 3.2 |
56-60 1.5 | 56-60 | 1.5 |
66+ 2 | 66+ | 2 |
Sonder Product Quality Score by Usage
Sonder's Product Quality score was rated the highest by customers who have used Sonder's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Sonder Product Quality Score by Industry
Sonder's Product Quality score was rated the highest by Tech industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Sonder Product Quality vs. Competitors
Compared to its competitors, Sonder's Product Quality score is rated right above RedAwning.com, Inc., and is preceded by Marriott.
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Sonder Pricing
Sonder ROI & Value For Money
3/5
Sonder has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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Sonder 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 Architecture and Planning industry. The users from the Banking and Financial Services industry think that they had the lowest ROI from Sonder.
Quick Insights into Sonder ROI
Sonder's ROI score was rated highest by customers ages 18-25, and rated lowest by customers from the Banking and Financial Services industry.
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Ranked Sonder ROI the Highest
Ranked Sonder ROI the Lowest
Sonder ROI Score by Gender
Female customers rated Sonder's ROI score 0.3 stars higher than Male customers.
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Male
2.8/5
Female
3.1/5
Sonder ROI Score by Ethnicity
Sonder'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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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3 | Caucasian | 3 |
Hispanic or Latino 3.1 | Hispanic or Latino | 3.1 |
African American/Black 3.1 | African American/Black | 3.1 |
Asian or Pacific Islander 2.3 | Asian or Pacific Islander | 2.3 |
Sonder ROI Score by Age
Sonder's ROI score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 4.5 | 18-25 | 4.5 |
26-30 2.7 | 26-30 | 2.7 |
31-35 3.2 | 31-35 | 3.2 |
36-40 3.4 | 36-40 | 3.4 |
41-45 2.7 | 41-45 | 2.7 |
46-50 2.9 | 46-50 | 2.9 |
51-55 2.5 | 51-55 | 2.5 |
56-60 2.1 | 56-60 | 2.1 |
66+ 2.3 | 66+ | 2.3 |
Sonder ROI Score by Usage
Sonder's ROI score was rated the highest by customers who have used Sonder's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Sonder ROI Score by Industry
Sonder's ROI score was rated the highest by Architecture and Planning industry customers, and the lowest by Banking and Financial Services industry customers.
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Sonder Pricing vs. Competitors
Compared to its competitors, Sonder's ROI score is rated right above RedAwning.com, Inc., and is preceded by Marriott.
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Sonder Customer Satisfaction (CSAT)
Sonder Customer Satisfaction (CSAT) Score
50 / 100
Sonder has an overall Customer Satisfaction score of 50 rated by its users and customers.
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Very Satisfied
34%
Satisfied
16%
Neither Satisfied nor Dissatisfied
11%
Dissatisfied
6%
Very Dissatisfied
33%
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 Sonder Customer Satisfaction
Sonder's Customer Satisfaction score was rated highest by customers from the Architecture and Planning industry, and rated lowest by customers from the Arts and Entertainment industry.
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Ranked Sonder Customer Satisfaction the Highest
Ranked Sonder Customer Satisfaction the Lowest
Sonder Customer Satisfaction Score by Gender
Male customers rated Sonder's Customer Satisfaction score 5 points higher than Female customers.
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48 / 100
MaleVery Satisfied | 38% | |
|---|---|---|
Satisfied | 10% | |
Neither Satisfied nor Dissatisfied | 10% | |
Dissatisfied | 4% | |
Very Dissatisfied | 38% |
43 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 10% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 9% | |
Very Dissatisfied | 48% |
Sonder Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Sonder's Customer Satisfaction (CSAT) score was rated 47% according to Caucasian users and customers.
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47 / 100
Very Satisfied
41%
Satisfied
6%
Neither Satisfied nor Dissatisfied
3%
Dissatisfied
9%
Very Dissatisfied
41%
CSAT according to Hispanic or Latino
Sonder's Customer Satisfaction (CSAT) score was rated 67% according to Hispanic or Latino users and customers.
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67 / 100
Very Satisfied
67%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to African American/Black
Sonder's Customer Satisfaction (CSAT) score was rated 40% according to African American/Black users and customers.
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40 / 100
Very Satisfied
0%
Satisfied
40%
Neither Satisfied nor Dissatisfied
20%
Dissatisfied
0%
Very Dissatisfied
40%
Sonder Customer Satisfaction Score by Age
Sonder's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 41-45.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 75% | |||||||||||||||
| 31-35 | 66% | |||||||||||||||
| 36-40 | 71% | |||||||||||||||
| 41-45 | 17% | |||||||||||||||
| 46-50 | 67% | |||||||||||||||
| 51-55 | 50% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 66+ | 33% |
Sonder Customer Satisfaction Score by Usage
Sonder's Customer Satisfaction score was rated the highest by customers who have used Sonder's products/services for 1 to 2 Years, and the lowest by customers with Less than 1 Year of usage.
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Sonder Customer Satisfaction Score by Industry
Sonder's Customer Satisfaction score was rated the highest by Architecture and Planning industry customers, and the lowest by Arts and Entertainment industry customers.
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{
"title": "Sonder Customer Satisfaction Score by Industry",
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"bars": [
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"label": "Tech",
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"scoreClassName": "max",
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}Sonder Customer Satisfaction vs. Competitors
Compared to its competitors, Sonder's Customer Satisfaction score is rated right above RedAwning.com, Inc., and is preceded by Marriott.
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Sonder Customer Service
2.9/5
Sonder has an overall Customer Service score of 2.9 out of 5 stars rated by its users and customers.
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About Sonder's Customer Service
Address
101 15th Street, San Francisco, CA 94103
Website
http://www.sonder.com
Phone Number
16173000956
Sonder's Social Links
Quick Insights into Sonder Customer Service
Sonder's Customer Service score was rated highest by customers ages 18-25, and rated lowest by customers from the Healthcare, Hospitals and Medicine industry.
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Ranked Sonder Customer Service the Highest
Ranked Sonder Customer Service the Lowest
Sonder Customer Service Score by Gender
Male customers rated Sonder's Customer Service score 0.2 stars higher than Female customers.
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Male
2.9/5
Female
2.7/5
Sonder Customer Service Score by Ethnicity
Sonder's Customer Service score was rated the highest by Hispanic or Latino customers, and the lowest by Asian or Pacific Islander customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Sonder.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.8 | Caucasian | 2.8 |
Hispanic or Latino 3.3 | Hispanic or Latino | 3.3 |
African American/Black 2.9 | African American/Black | 2.9 |
Asian or Pacific Islander 2.6 | Asian or Pacific Islander | 2.6 |
Sonder Customer Service Score by Age
Sonder's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
18-25 4.5 | 18-25 | 4.5 |
26-30 2.7 | 26-30 | 2.7 |
31-35 3.2 | 31-35 | 3.2 |
36-40 3.5 | 36-40 | 3.5 |
41-45 2.1 | 41-45 | 2.1 |
46-50 2.6 | 46-50 | 2.6 |
51-55 2.6 | 51-55 | 2.6 |
56-60 1.7 | 56-60 | 1.7 |
66+ 2 | 66+ | 2 |
Sonder Customer Service Score by Usage
Sonder's Customer Service score was rated the highest by customers who have used Sonder's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Sonder Customer Service Score by Industry
Sonder's Customer Service score was rated the highest by Architecture and Planning industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
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Sonder Customer Service vs. Competitors
Compared to its competitors, Sonder's Customer Service score is rated right above RedAwning.com, Inc., and is preceded by Marriott.
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Sonder as an Employer
4.6/5
Sonder has a 4.6/5 stars for its overall company culture rated by their employees
top
15%
Consumer vs. Employees
Sonder scored a -7 for Net Promoter Score and a 25 for Employee Net Promoter Score. NPS gauges how likely a customer of Sonder would recommend the brand to a friend. ENPS measures how likely Sonder employees would recommend working at Sonder to a friend.
Net Promoter Score
-7
NPS Score
| 39% | Promoters |
|---|---|
| 15% | Passive |
| 46% | Detractors |
Employee Net Promoter Score
25
eNPS Score
| 54% | Promoters |
|---|---|
| 17% | Passive |
| 29% | Detractors |
