-20
NPS
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Sonesta
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About Sonesta's Brand
Our diverse and distinctive portfolio of hotels spans 7 countries and covers a full range of services, from independence to full-service indulgence. Among its major competitors, Sonesta is ranked in 6th place for NPS while Omni is 1st, and Hyatt is 2nd.
Brand at a Glance
61%
Customer Loyalty
2.9/5
Product Quality
2.7/5
Pricing
3.1/5
Customer Service
Sonesta Ranking
- #4 / 4 of its competitors
Sonesta NPS
Sonesta's Net Promoter Score (NPS) is a -20 with 38% Promoters, 4% Passives, and 58% Detractors. Net Promoter Score tracks whether Sonesta's customers would recommend using the product based on a scale of -100 to 100.
Sonesta Overall NPS
| 38% | Promoters |
|---|---|
| 4% | Passives |
| 58% | Detractors |
Sonesta NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2022 9 | Aug 2022 | 9 |
Sep 2022 0 | Sep 2022 | 0 |
Oct 2022 -7 | Oct 2022 | -7 |
Jan 2023 0 | Jan 2023 | 0 |
Feb 2023 -7 | Feb 2023 | -7 |
Apr 2023 -5 | Apr 2023 | -5 |
Jun 2023 -11 | Jun 2023 | -11 |
Sep 2023 -15 | Sep 2023 | -15 |
Oct 2023 -19 | Oct 2023 | -19 |
Dec 2023 -23 | Dec 2023 | -23 |
Feb 2024 -17 | Feb 2024 | -17 |
May 2024 -21 | May 2024 | -21 |
How Other Brands Compare
Sonesta is ranked #4 for NPS among its competitors. Hilton and Marriott come in first and second, with Lowe's Home Improvement coming in at third.
Sonesta |  Marriott |  Hilton |  Lowe's Home Improvement | |
| Global Ranking | #- | #79 | #84 | #128 |
| NPS | -20 | 15 | 26 | -5 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | - | $44.20B | $32.46B | $136.70B |
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.
Sonesta NPS by Gender
Male customers rated Sonesta's NPS 80 points higher than Female customers.
Male
-20
Sonesta's NPS was rated -20 by Male customers on Comparably.
40%
Promoters
0%
Passives
60%
Detractors
Female
-100
Sonesta's NPS was rated -100 by Female customers on Comparably.
0%
Promoters
0%
Passives
100%
Detractors
Sonesta NPS by Ethnicity
Sonesta's NPS was rated -100 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -100 | Caucasian | -100 |
Sonesta NPS by Usage
Sonesta's NPS was rated 0 points by customers who have used Sonesta's products/services for Less than 1 Year.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year 0 | Less than 1 Year | 0 |
Sonesta NPS vs. Competitors
Compared to its competitors, Sonesta's NPS is rated right above Extended Stay America, and is preceded by Lowe's Home Improvement.
| COMPANY | NPS Score | |
|---|---|---|
 | Omni | 34 |
 | Hyatt | 32 |
| Hilton | 26 |
| Marriott | 15 |
| Lowe's Home Improvement | -5 |
| Sonesta | -20 |
 | Extended Stay America | -74 |
Sonesta Customer Loyalty
61%
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.
61% of Sonesta users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Sonesta Customer Loyalty Score by Gender
Male customers rated Sonesta's Customer Loyalty score 27% higher than Female customers.
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Male
82%
Yes
Female
55%
Yes
Sonesta Customer Loyalty Score by Ethnicity
Sonesta's Customer Loyalty score was rated 55% by Caucasian customers on Comparably.
% who answered "Yes"
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55
out of 100
Caucasian
Sonesta Customer Loyalty Score by Usage
Sonesta's Customer Loyalty score was rated 55% by customers who have used Sonesta's products/services for Less than 1 Year.
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Sonesta Customer Loyalty Score by Industry
Sonesta's Customer Loyalty score was rated 40% by Tech industry customers.
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Sonesta Customer Loyalty vs. Competitors
Compared to its competitors, Sonesta's Customer Loyalty score is rated right below Extended Stay America.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Omni | 100% |
| Marriott | 81% |
| Hyatt | 79% |
| Hilton | 78% |
| Lowe's Home Improvement | 77% |
| Extended Stay America | 64% |
| Sonesta | 61% |
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Sonesta Product Quality
2.9/5
Sonesta has an overall Product Quality score of 2.9 out of 5 stars rated by its users and customers.
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Sonesta Product Information
Sonesta’s product quality score is a 2.9 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Sonesta's product the highest.
- Website
- http://www.sonesta.com/
- Company Size
- 1,001-5,000 Employees
Industry
Hospitality
Quick Insights into Sonesta Product Quality
Sonesta's Product Quality score was rated highest by customers who have used Sonesta's products/services for Less than 1 Year, and rated lowest by Male customers.
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Ranked Sonesta Product Quality the Highest
Ranked Sonesta Product Quality the Lowest
Sonesta Product Quality Score by Gender
Female customers rated Sonesta's Product Quality score 0.9 stars higher than Male customers.
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Male
2.3/5
Female
3.2/5
Sonesta Product Quality Score by Ethnicity
Sonesta's Product Quality score was rated 1.6 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.6 | Caucasian | 1.6 |
Sonesta Product Quality Score by Usage
Sonesta's Product Quality score was rated 4.7 stars by customers who have used Sonesta's products/services for Less than 1 Year.
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Sonesta Product Quality Score by Industry
Sonesta's Product Quality score was rated 4.6 stars by Tech industry customers.
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Sonesta Product Quality vs. Competitors
Compared to its competitors, Sonesta's Product Quality score is rated right above Extended Stay America, and is preceded by Lowe's Home Improvement.
| COMPANY | Product Quality Score | |
|---|---|---|
| Omni | 5/5 |
| Hyatt | 4.1/5 |
| Hilton | 3.8/5 |
| Marriott | 3.5/5 |
| Lowe's Home Improvement | 3.1/5 |
| Sonesta | 2.9/5 |
| Extended Stay America | 1.5/5 |
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Sonesta Pricing
Sonesta ROI & Value For Money
2.7/5
Sonesta has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
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Sonesta 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 Tech industry.
Quick Insights into Sonesta ROI
Sonesta's ROI score was rated highest by customers who have used Sonesta's products/services for Less than 1 Year, and rated lowest by Female customers.
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Ranked Sonesta ROI the Highest
Ranked Sonesta ROI the Lowest
Sonesta ROI Score by Gender
Male customers rated Sonesta's ROI score 0.6 stars higher than Female customers.
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Male
2.3/5
Female
1.7/5
Sonesta ROI Score by Ethnicity
Sonesta's ROI score was rated 1.5 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Sonesta ROI Score by Usage
Sonesta's ROI score was rated 3.5 stars by customers who have used Sonesta's products/services for Less than 1 Year.
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Sonesta ROI Score by Industry
Sonesta's ROI score was rated 3 stars by Tech industry customers.
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Sonesta Pricing vs. Competitors
Compared to its competitors, Sonesta's ROI score is rated right above Extended Stay America, and is preceded by Lowe's Home Improvement.
| COMPANY | Pricing Score | |
|---|---|---|
| Omni | 5/5 |
| Hyatt | 3.9/5 |
| Hilton | 3.7/5 |
| Marriott | 3.4/5 |
| Lowe's Home Improvement | 3/5 |
| Sonesta | 2.7/5 |
| Extended Stay America | 1.5/5 |
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Sonesta Customer Satisfaction (CSAT)
Sonesta Customer Satisfaction (CSAT) Score
41 / 100
Sonesta has an overall Customer Satisfaction score of 41 rated by its users and customers.
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Very Satisfied
29%
Satisfied
12%
Neither Satisfied nor Dissatisfied
18%
Dissatisfied
6%
Very Dissatisfied
35%
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 Sonesta Customer Satisfaction
Sonesta's Customer Satisfaction score was rated highest by customers who have used Sonesta's products/services for Less than 1 Year, and rated lowest by Female customers.
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Ranked Sonesta Customer Satisfaction the Highest
Ranked Sonesta Customer Satisfaction the Lowest
Sonesta Customer Satisfaction Score by Gender
Male customers rated Sonesta's Customer Satisfaction score 0 points higher than Female customers.
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50 / 100
MaleVery Satisfied | 50% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 50% |
0
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 67% | |
Dissatisfied | 0% | |
Very Dissatisfied | 33% |
Sonesta Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Sonesta's Customer Satisfaction (CSAT) score was rated 0% according to Caucasian users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
33%
Dissatisfied
0%
Very Dissatisfied
67%
Sonesta Customer Satisfaction Score by Usage
Sonesta's Customer Satisfaction score was rated 67 points by customers who have used Sonesta's products/services for Less than 1 Year.
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Sonesta Customer Satisfaction vs. Competitors
Compared to its competitors, Sonesta's Customer Satisfaction score is rated right above Lowe's Home Improvement, and is preceded by Marriott.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Hyatt | 81% |
| Hilton | 74% |
| Marriott | 64% |
| Sonesta | 41% |
| Lowe's Home Improvement | 39% |
| Extended Stay America | 16% |
| Omni | 0% |
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Sonesta Customer Service
3.1/5
Sonesta has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
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About Sonesta's Customer Service
Address
255 Washington Street, New Orleans, LA 02458
Website
http://www.sonesta.com/
Phone Number
866-766-3782
Quick Insights into Sonesta Customer Service
Sonesta's Customer Service score was rated highest by customers who have used Sonesta's products/services for Less than 1 Year, and rated lowest by Female customers.
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Ranked Sonesta Customer Service the Highest
Ranked Sonesta Customer Service the Lowest
Sonesta Customer Service Score by Gender
Male customers rated Sonesta's Customer Service score 0.5 stars higher than Female customers.
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Male
3/5
Female
2.5/5
Sonesta Customer Service Score by Ethnicity
Sonesta's Customer Service score was rated 1.5 stars by Caucasian customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 1.5 | Caucasian | 1.5 |
Sonesta Customer Service Score by Usage
Sonesta's Customer Service score was rated 4.1 stars by customers who have used Sonesta's products/services for Less than 1 Year.
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Sonesta Customer Service Score by Industry
Sonesta's Customer Service score was rated 3.8 stars by Tech industry customers.
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Sonesta Customer Service vs. Competitors
Compared to its competitors, Sonesta's Customer Service score is rated right above Lowe's Home Improvement, and is preceded by Marriott.
| COMPANY | Customer Service Score | |
|---|---|---|
| Omni | 5/5 |
| Hyatt | 4/5 |
| Hilton | 3.8/5 |
| Marriott | 3.4/5 |
| Sonesta | 3.1/5 |
| Lowe's Home Improvement | 2.9/5 |
| Extended Stay America | 1.6/5 |
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Sonesta as an Employer
3.4/5
Sonesta has a 3.4/5 stars for its overall company culture rated by their employees
bottom
40%
Consumer vs. Employees
Sonesta scored a -20 for Net Promoter Score and a -5 for Employee Net Promoter Score. NPS gauges how likely a customer of Sonesta would recommend the brand to a friend. ENPS measures how likely Sonesta employees would recommend working at Sonesta to a friend.
Net Promoter Score
-20
NPS Score
| 38% | Promoters |
|---|---|
| 4% | Passive |
| 58% | Detractors |
Employee Net Promoter Score
-5
eNPS Score
| 38% | Promoters |
|---|---|
| 19% | Passive |
| 43% | Detractors |
