60
NPS
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Thompson Hotels
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About Thompson Hotels' Brand
Thompson Hotels is a collection of boutique hotels in Miami, New York City, Chicago, Toronto, London, Cabo San Lucas, and Playa Del Carmen.
Brand at a Glance
100%
Customer Loyalty
3.7/5
Product Quality
3.5/5
Pricing
4.7/5
Customer Service
Thompson Hotels NPS
Thompson Hotels's Net Promoter Score (NPS) is a 60 with 80% Promoters, 0% Passives, and 20% Detractors. Net Promoter Score tracks whether Thompson Hotels's customers would recommend using the product based on a scale of -100 to 100.
Thompson Hotels Overall NPS
| 80% | Promoters |
|---|---|
| 0% | Passives |
| 20% | Detractors |
Thompson Hotels NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2022 100 | May 2022 | 100 |
Jun 2022 0 | Jun 2022 | 0 |
Jan 2023 33 | Jan 2023 | 33 |
Mar 2024 50 | Mar 2024 | 50 |
Jul 2025 60 | Jul 2025 | 60 |
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.
Thompson Hotels Customer Loyalty
100%
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.
100% of Thompson Hotels 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?"
Thompson Hotels Product Quality
3.7/5
Thompson Hotels has an overall Product Quality score of 3.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Thompson Hotels' overall Product Quality score rated by its users and customers.
Thompson Hotels Product Information
Thompson Hotels’s product quality score is a 3.7 out of 5 as rated by its users and customers.
- Company Size
- 1,001-5,000 Employees
Industry
Consumer Services
Thompson Hotels Pricing
Thompson Hotels ROI & Value For Money
3.5/5
Thompson Hotels has a value for money and ROI score of 3.5 out of 5 stars rated by its users and customers.
Sign Up to unlock Thompson Hotels' overall ROI score rated by its users and customers.
Thompson Hotels Customer Satisfaction (CSAT)
Thompson Hotels Customer Satisfaction (CSAT) Score
67 / 100
Thompson Hotels 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.
Thompson Hotels Customer Service
4.7/5
Thompson Hotels has an overall Customer Service score of 4.7 out of 5 stars rated by its users and customers.
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About Thompson Hotels's Customer Service
Address
120 Wooster Street, New York City, NY
Website
http://www.thompsonhotels.com
Thompson Hotels as an Employer
Consumer vs. Employees
Thompson Hotels scored a 60 for Net Promoter Score and a -50 for Employee Net Promoter Score. NPS gauges how likely a customer of Thompson Hotels would recommend the brand to a friend. ENPS measures how likely Thompson Hotels employees would recommend working at Thompson Hotels to a friend.
Net Promoter Score
60
NPS Score
| 80% | Promoters |
|---|---|
| 0% | Passive |
| 20% | Detractors |
Employee Net Promoter Score
-50
eNPS Score
| 25% | Promoters |
|---|---|
| 0% | Passive |
| 75% | Detractors |
