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NPS
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Westin Hotels & Resorts
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About Westin Hotels & Resorts' Brand
Westin Hotels & Resorts is an upscale hotel chain owned by Starwood Hotels & Resorts Worldwide. Among its major competitors, Westin Hotels & Resorts is ranked in 3rd place for NPS while Hyatt is 1st, and Marriott is 2nd.
Brand at a Glance
79%
Customer Loyalty
3.2/5
Product Quality
3/5
Pricing
3.1/5
Customer Service
Westin Hotels & Resorts Ranking
- #3 / 4 of its competitors
Westin Hotels & Resorts NPS
Westin Hotels & Resorts's Net Promoter Score (NPS) is a 1 with 42% Promoters, 17% Passives, and 41% Detractors. Net Promoter Score tracks whether Westin Hotels & Resorts's customers would recommend using the product based on a scale of -100 to 100.
Westin Hotels & Resorts Overall NPS
| 42% | Promoters |
|---|---|
| 17% | Passives |
| 41% | Detractors |
Westin Hotels & Resorts NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
May 2024 8 | May 2024 | 8 |
Jun 2024 7 | Jun 2024 | 7 |
Jul 2024 6 | Jul 2024 | 6 |
Aug 2024 4 | Aug 2024 | 4 |
Sep 2024 3 | Sep 2024 | 3 |
Oct 2024 5 | Oct 2024 | 5 |
Feb 2025 3 | Feb 2025 | 3 |
Mar 2025 4 | Mar 2025 | 4 |
Apr 2025 2 | Apr 2025 | 2 |
May 2025 2 | May 2025 | 2 |
Jul 2025 1 | Jul 2025 | 1 |
Aug 2025 1 | Aug 2025 | 1 |
How Other Brands Compare
Westin Hotels & Resorts is ranked third for NPS among its competitors. Hyatt and Marriott come in first and second, with Starwood Entertainment coming in at #4.
Westin Hotels & Resorts |  Marriott |  Hyatt |  Starwood Entertainment | |
| Global Ranking | #- | #79 | #170 | #- |
| NPS | 1 | 15 | 32 | - |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | - |
| Valuation Updated every 24 hours for public companies | - | $44.20B | $3.28B | - |
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.
Westin Hotels & Resorts NPS by Gender
Female customers rated Westin Hotels & Resorts's NPS 58 points higher than Male customers.
Male
-34
Westin Hotels & Resorts's NPS was rated -34 by Male customers on Comparably.
22%
Promoters
22%
Passives
56%
Detractors
Female
24
Westin Hotels & Resorts's NPS was rated 24 by Female customers on Comparably.
59%
Promoters
6%
Passives
35%
Detractors
Westin Hotels & Resorts NPS by Ethnicity
Westin Hotels & Resorts's NPS was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -39 | Caucasian | -39 |
Asian or Pacific Islander 71 | Asian or Pacific Islander | 71 |
Westin Hotels & Resorts NPS by Age
Westin Hotels & Resorts's NPS was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
Westin Hotels & Resorts NPS by Usage
Westin Hotels & Resorts's NPS was rated the highest by customers who have used Westin Hotels & Resorts's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -7 | Less than 1 Year | -7 |
2 to 5 Years 20 | 2 to 5 Years | 20 |
Over 10 Years -37 | Over 10 Years | -37 |
Westin Hotels & Resorts NPS vs. Competitors
Compared to its competitors, Westin Hotels & Resorts's NPS is rated right below Marriott.
| COMPANY | NPS Score | |
|---|---|---|
| Hyatt | 32 |
| Marriott | 15 |
| Westin Hotels & Resorts | 1 |
Westin Hotels & Resorts Customer Reviews
Out of the 10 Westin Hotels & Resorts customer reviews 4 were positive and 6 were constructive. Westin Hotels & Resorts customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Westin Hotels & Resorts Customer Loyalty
79%
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.
79% of Westin Hotels & Resorts users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Westin Hotels & Resorts Customer Loyalty Score by Gender
Female customers rated Westin Hotels & Resorts's Customer Loyalty score 9% higher than Male customers.
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Male
70%
Yes
Female
79%
Yes
Westin Hotels & Resorts Customer Loyalty Score by Ethnicity
Westin Hotels & Resorts's Customer Loyalty score was rated the highest by Asian or Pacific Islander 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 Westin Hotels & Resorts.
66
out of 100
Caucasian
87
out of 100
Asian or Pacific Islander
Westin Hotels & Resorts Customer Loyalty Score by Age
Westin Hotels & Resorts's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
26-30 87% | 26-30 | 87% |
61-65 82% | 61-65 | 82% |
Westin Hotels & Resorts Customer Loyalty Score by Usage
Westin Hotels & Resorts's Customer Loyalty score was rated the highest by customers who have used Westin Hotels & Resorts's products/services for 2 to 5 Years, and the lowest by customers with Less than 1 Year of usage.
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Westin Hotels & Resorts Customer Loyalty Score by Industry
Westin Hotels & Resorts's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Westin Hotels & Resorts Customer Loyalty vs. Competitors
Compared to its competitors, Westin Hotels & Resorts's Customer Loyalty score is rated right below Hyatt.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Marriott | 81% |
| Hyatt | 79% |
| Westin Hotels & Resorts | 79% |
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Westin Hotels & Resorts Product Quality
3.2/5
Westin Hotels & Resorts has an overall Product Quality score of 3.2 out of 5 stars rated by its users and customers.
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Westin Hotels & Resorts Product Information
Westin Hotels & Resorts’s product quality score is a 3.2 out of 5 as rated by its users and customers. Reviewers from the Accounting industry rated Westin Hotels & Resorts's product the highest. Reviewers from the Tech industry rated Westin Hotels & Resorts the lowest at 1.5.
Industry
Tech
Social
Quick Insights into Westin Hotels & Resorts Product Quality
Westin Hotels & Resorts's Product Quality score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Tech industry.
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Ranked Westin Hotels & Resorts Product Quality the Highest
Ranked Westin Hotels & Resorts Product Quality the Lowest
Westin Hotels & Resorts Product Quality Score by Gender
Female customers rated Westin Hotels & Resorts's Product Quality score 0.8 stars higher than Male customers.
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Male
2.7/5
Female
3.5/5
Westin Hotels & Resorts Product Quality Score by Ethnicity
Westin Hotels & Resorts's Product Quality score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Westin Hotels & Resorts.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.4 | Caucasian | 2.4 |
Asian or Pacific Islander 4.5 | Asian or Pacific Islander | 4.5 |
Westin Hotels & Resorts Product Quality Score by Age
Westin Hotels & Resorts's Product Quality score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 4 | 26-30 | 4 |
61-65 3.3 | 61-65 | 3.3 |
Westin Hotels & Resorts Product Quality Score by Usage
Westin Hotels & Resorts's Product Quality score was rated the highest by customers who have used Westin Hotels & Resorts's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Westin Hotels & Resorts Product Quality Score by Industry
Westin Hotels & Resorts's Product Quality score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Westin Hotels & Resorts Product Quality vs. Competitors
Compared to its competitors, Westin Hotels & Resorts's Product Quality score is rated right below Marriott.
| COMPANY | Product Quality Score | |
|---|---|---|
| Hyatt | 4.1/5 |
| Marriott | 3.5/5 |
| Westin Hotels & Resorts | 3.2/5 |
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Westin Hotels & Resorts Pricing
Westin Hotels & Resorts ROI & Value For Money
3/5
Westin Hotels & Resorts has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
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Westin Hotels & 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 Accounting industry. The users from the Tech industry think that they had the lowest ROI from Westin Hotels & Resorts.
Quick Insights into Westin Hotels & Resorts ROI
Westin Hotels & Resorts's ROI score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Tech industry.
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Ranked Westin Hotels & Resorts ROI the Highest
Ranked Westin Hotels & Resorts ROI the Lowest
Westin Hotels & Resorts ROI Score by Gender
Female customers rated Westin Hotels & Resorts's ROI score 0.8 stars higher than Male customers.
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Male
2.4/5
Female
3.2/5
Westin Hotels & Resorts ROI Score by Ethnicity
Westin Hotels & Resorts's ROI score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Westin Hotels & Resorts ROI Score by Age
Westin Hotels & Resorts's ROI score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
26-30 3.8 | 26-30 | 3.8 |
61-65 2 | 61-65 | 2 |
Westin Hotels & Resorts ROI Score by Usage
Westin Hotels & Resorts's ROI score was rated the highest by customers who have used Westin Hotels & Resorts's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Westin Hotels & Resorts ROI Score by Industry
Westin Hotels & Resorts's ROI score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Westin Hotels & Resorts Pricing vs. Competitors
Compared to its competitors, Westin Hotels & Resorts's ROI score is rated right below Marriott.
| COMPANY | Pricing Score | |
|---|---|---|
| Hyatt | 3.9/5 |
| Marriott | 3.4/5 |
| Westin Hotels & Resorts | 3/5 |
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Westin Hotels & Resorts Customer Satisfaction (CSAT)
Westin Hotels & Resorts Customer Satisfaction (CSAT) Score
52 / 100
Westin Hotels & Resorts has an overall Customer Satisfaction score of 52 rated by its users and customers.
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Very Satisfied
28%
Satisfied
24%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
12%
Very Dissatisfied
30%
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 Westin Hotels & Resorts Customer Satisfaction
Westin Hotels & Resorts's Customer Satisfaction score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers who have used Westin Hotels & Resorts's products/services for Over 10 Years.
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Ranked Westin Hotels & Resorts Customer Satisfaction the Highest
Ranked Westin Hotels & Resorts Customer Satisfaction the Lowest
Westin Hotels & Resorts Customer Satisfaction Score by Gender
Female customers rated Westin Hotels & Resorts's Customer Satisfaction score 18 points higher than Male customers.
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42 / 100
MaleVery Satisfied | 18% | |
|---|---|---|
Satisfied | 24% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 11% | |
Very Dissatisfied | 41% |
60 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 27% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 20% | |
Very Dissatisfied | 20% |
Westin Hotels & Resorts Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Westin Hotels & Resorts' Customer Satisfaction (CSAT) score was rated 38% according to Caucasian users and customers.
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38 / 100
Very Satisfied
19%
Satisfied
19%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
24%
Very Dissatisfied
38%
CSAT according to Asian or Pacific Islander
Westin Hotels & Resorts' Customer Satisfaction (CSAT) score was rated 100% according to Asian or Pacific Islander users and customers.
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100 / 100
Very Satisfied
33%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Westin Hotels & Resorts Customer Satisfaction Score by Age
Westin Hotels & Resorts's Customer Satisfaction score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
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| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 26-30 | 86% | |||||||||||||||
| 61-65 | 40% |
Westin Hotels & Resorts Customer Satisfaction Score by Usage
Westin Hotels & Resorts's Customer Satisfaction score was rated the highest by customers who have used Westin Hotels & Resorts's products/services for Less than 1 Year, and the lowest by customers with Over 10 Years of usage.
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Westin Hotels & Resorts Customer Satisfaction Score by Industry
Westin Hotels & Resorts's Customer Satisfaction score was rated 17 points by Tech industry customers.
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"label": "Tech",
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}Westin Hotels & Resorts Customer Satisfaction vs. Competitors
Compared to its competitors, Westin Hotels & Resorts's Customer Satisfaction score is rated right below Marriott.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Hyatt | 81% |
| Marriott | 64% |
| Westin Hotels & Resorts | 52% |
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Westin Hotels & Resorts Customer Service
3.1/5
Westin Hotels & Resorts has an overall Customer Service score of 3.1 out of 5 stars rated by its users and customers.
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About Westin Hotels & Resorts's Customer Service
Website
http://www.starwoodhotels.com
Quick Insights into Westin Hotels & Resorts Customer Service
Westin Hotels & Resorts's Customer Service score was rated highest by Asian or Pacific Islander customers, and rated lowest by customers from the Tech industry.
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Ranked Westin Hotels & Resorts Customer Service the Highest
Ranked Westin Hotels & Resorts Customer Service the Lowest
Westin Hotels & Resorts Customer Service Score by Gender
Female customers rated Westin Hotels & Resorts's Customer Service score 0.9 stars higher than Male customers.
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Male
2.4/5
Female
3.3/5
Westin Hotels & Resorts Customer Service Score by Ethnicity
Westin Hotels & Resorts's Customer Service score was rated the highest by Asian or Pacific Islander customers, and the lowest by Caucasian customers.
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0
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2.2 | Caucasian | 2.2 |
Asian or Pacific Islander 4.6 | Asian or Pacific Islander | 4.6 |
Westin Hotels & Resorts Customer Service Score by Age
Westin Hotels & Resorts's Customer Service score was rated the highest by customers ages 26-30, and the lowest by customers ages 61-65.
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0
20
40
60
80
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| Summary | Age | Customer Service Score |
|---|---|---|
26-30 4 | 26-30 | 4 |
61-65 2.2 | 61-65 | 2.2 |
Westin Hotels & Resorts Customer Service Score by Usage
Westin Hotels & Resorts's Customer Service score was rated the highest by customers who have used Westin Hotels & Resorts's products/services for 2 to 5 Years, and the lowest by customers with Over 10 Years of usage.
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Westin Hotels & Resorts Customer Service Score by Industry
Westin Hotels & Resorts's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Tech industry customers.
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Westin Hotels & Resorts Customer Service vs. Competitors
Compared to its competitors, Westin Hotels & Resorts's Customer Service score is rated right below Marriott.
| COMPANY | Customer Service Score | |
|---|---|---|
| Hyatt | 4/5 |
| Marriott | 3.4/5 |
| Westin Hotels & Resorts | 3.1/5 |
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Westin Hotels & Resorts as an Employer
Consumer vs. Employees
Westin Hotels & Resorts scored a 1 for Net Promoter Score and a 32 for Employee Net Promoter Score. NPS gauges how likely a customer of Westin Hotels & Resorts would recommend the brand to a friend. ENPS measures how likely Westin Hotels & Resorts employees would recommend working at Westin Hotels & Resorts to a friend.
Net Promoter Score
1
NPS Score
| 42% | Promoters |
|---|---|
| 17% | Passive |
| 41% | Detractors |
Employee Net Promoter Score
32
eNPS Score
| 58% | Promoters |
|---|---|
| 16% | Passive |
| 26% | Detractors |
