28
NPS
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Whitbread
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About Whitbread's Brand
Whitbread PLC is a multinational hotel, coffee shop and restaurant company. Among its major competitors, Whitbread is ranked in 3rd place for NPS while Blue Bottle Coffee is 1st, and Starbucks is 2nd.
Brand at a Glance
72%
Customer Loyalty
3.8/5
Product Quality
3.6/5
Pricing
3.6/5
Customer Service
Whitbread Ranking
- #3 / 4 of its competitors
Whitbread NPS
Whitbread's Net Promoter Score (NPS) is a 28 with 56% Promoters, 16% Passives, and 28% Detractors. Net Promoter Score tracks whether Whitbread's customers would recommend using the product based on a scale of -100 to 100.
Whitbread Overall NPS
| 56% | Promoters |
|---|---|
| 16% | Passives |
| 28% | Detractors |
Whitbread NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Jan 2023 26 | Jan 2023 | 26 |
Mar 2023 29 | Mar 2023 | 29 |
Apr 2023 32 | Apr 2023 | 32 |
May 2023 29 | May 2023 | 29 |
Jun 2023 32 | Jun 2023 | 32 |
Sep 2023 23 | Sep 2023 | 23 |
Oct 2023 25 | Oct 2023 | 25 |
Nov 2023 28 | Nov 2023 | 28 |
Mar 2024 27 | Mar 2024 | 27 |
Apr 2024 27 | Apr 2024 | 27 |
Aug 2024 30 | Aug 2024 | 30 |
Nov 2024 28 | Nov 2024 | 28 |
How Other Brands Compare
Whitbread is ranked third for NPS among its competitors. Blue Bottle Coffee and Starbucks come in first and second, with Doubletree By Hilton coming in at #4.
Whitbread |  Starbucks |  Blue Bottle Coffee |  Doubletree By Hilton | |
| Global Ranking | #- | #33 | #679 | #- |
| NPS | 28 | 30 | 35 | -42 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | - | - |
| Valuation Updated every 24 hours for public companies | - | $128.77B | - | $32.46B |
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.
Whitbread NPS by Gender
Female customers rated Whitbread's NPS 60 points higher than Male customers.
Male
0
Whitbread's NPS was rated by Male customers on Comparably.
40%
Promoters
20%
Passives
40%
Detractors
Female
60
Whitbread's NPS was rated 60 by Female customers on Comparably.
60%
Promoters
40%
Passives
0%
Detractors
Whitbread NPS by Ethnicity
Whitbread's NPS was rated 100 points by Caucasian customers on Comparably.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 100 | Caucasian | 100 |
Whitbread NPS by Usage
Whitbread's NPS was rated the highest by customers who have used Whitbread's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years 67 | 1 to 2 Years | 67 |
2 to 5 Years 34 | 2 to 5 Years | 34 |
Whitbread NPS vs. Competitors
Compared to its competitors, Whitbread's NPS is rated right above Compass Group USA, and is preceded by Starbucks.
| COMPANY | NPS Score | |
|---|---|---|
| Blue Bottle Coffee | 35 |
| Starbucks | 30 |
| Whitbread | 28 |
 | Compass Group USA | 17 |
| Doubletree By Hilton | -42 |
Whitbread Customer Reviews
Out of the 2 Whitbread customer reviews 2 were positive and 0 were constructive. Whitbread customer reviews reflect that all customers have a favorable experience using the products/services of the company.
Whitbread Customer Loyalty
72%
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.
72% of Whitbread users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Whitbread Customer Loyalty Score by Gender
Male customers rated Whitbread's Customer Loyalty score 18% higher than Female customers.
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Male
64%
Yes
Female
46%
Yes
Whitbread Customer Loyalty Score by Ethnicity
Whitbread's Customer Loyalty score was rated 70% by Caucasian customers on Comparably.
% who answered "Yes"
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70
out of 100
Caucasian
Whitbread Customer Loyalty Score by Usage
Whitbread's Customer Loyalty score was rated the highest by customers who have used Whitbread's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Whitbread Customer Loyalty Score by Industry
Whitbread's Customer Loyalty score was rated 40% by Tech industry customers.
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Whitbread Customer Loyalty vs. Competitors
Compared to its competitors, Whitbread's Customer Loyalty score is rated right above Doubletree By Hilton, and is preceded by Blue Bottle Coffee.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Starbucks | 78% |
| Compass Group USA | 78% |
| Blue Bottle Coffee | 73% |
| Whitbread | 72% |
| Doubletree By Hilton | 68% |
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Whitbread Product Quality
3.8/5
Whitbread has an overall Product Quality score of 3.8 out of 5 stars rated by its users and customers.
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Whitbread Product Information
Whitbread’s product quality score is a 3.8 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Whitbread's product the highest.
- Website
- https://www.whitbread.co.uk
- Company Size
- 10,000+ Employees
Industry
Hospitality
Quick Insights into Whitbread Product Quality
Whitbread's Product Quality score was rated highest by customers who have used Whitbread's products/services for 1 to 2 Years, and rated lowest by customers who have used Whitbread's products/services for 2 to 5 Years.
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Ranked Whitbread Product Quality the Highest
Ranked Whitbread Product Quality the Lowest
Whitbread Product Quality Score by Gender
Female customers rated Whitbread's Product Quality score 0.1 stars higher than Male customers.
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Male
3.6/5
Female
3.7/5
Whitbread Product Quality Score by Ethnicity
Whitbread's Product Quality score was rated 4.3 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.3 | Caucasian | 4.3 |
Whitbread Product Quality Score by Usage
Whitbread's Product Quality score was rated the highest by customers who have used Whitbread's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Whitbread Product Quality Score by Industry
Whitbread's Product Quality score was rated 3 stars by Tech industry customers.
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Whitbread Product Quality vs. Competitors
Compared to its competitors, Whitbread's Product Quality score is rated right above Compass Group USA, and is preceded by Blue Bottle Coffee.
| COMPANY | Product Quality Score | |
|---|---|---|
| Starbucks | 4.1/5 |
| Blue Bottle Coffee | 4/5 |
| Whitbread | 3.8/5 |
| Compass Group USA | 3.8/5 |
| Doubletree By Hilton | 2.1/5 |
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Whitbread Pricing
Whitbread ROI & Value For Money
3.6/5
Whitbread has a value for money and ROI score of 3.6 out of 5 stars rated by its users and customers.
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Whitbread 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 Whitbread ROI
Whitbread's ROI score was rated highest by customers who have used Whitbread's products/services for 1 to 2 Years, and rated lowest by customers who have used Whitbread's products/services for 2 to 5 Years.
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Ranked Whitbread ROI the Highest
Ranked Whitbread ROI the Lowest
Whitbread ROI Score by Gender
Female customers rated Whitbread's ROI score 0.2 stars higher than Male customers.
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Male
3.5/5
Female
3.7/5
Whitbread ROI Score by Ethnicity
Whitbread's ROI score was rated 4.1 stars by Caucasian customers on Comparably.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 4.1 | Caucasian | 4.1 |
Whitbread ROI Score by Usage
Whitbread's ROI score was rated the highest by customers who have used Whitbread's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Whitbread ROI Score by Industry
Whitbread's ROI score was rated 2.6 stars by Tech industry customers.
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Whitbread Pricing vs. Competitors
Compared to its competitors, Whitbread's ROI score is rated right above Doubletree By Hilton, and is preceded by Starbucks.
| COMPANY | Pricing Score | |
|---|---|---|
| Blue Bottle Coffee | 3.8/5 |
| Compass Group USA | 3.7/5 |
| Starbucks | 3.6/5 |
| Whitbread | 3.6/5 |
| Doubletree By Hilton | 2.1/5 |
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Whitbread Customer Satisfaction (CSAT)
Whitbread Customer Satisfaction (CSAT) Score
76 / 100
Whitbread has an overall Customer Satisfaction score of 76 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
37%
Satisfied
39%
Neither Satisfied nor Dissatisfied
9%
Dissatisfied
3%
Very Dissatisfied
12%
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 Whitbread Customer Satisfaction
Whitbread's Customer Satisfaction score was rated highest by customers who have used Whitbread's products/services for 1 to 2 Years, and rated lowest by customers who have used Whitbread's products/services for 2 to 5 Years.
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Ranked Whitbread Customer Satisfaction the Highest
Ranked Whitbread Customer Satisfaction the Lowest
Whitbread Customer Satisfaction Score by Gender
Whitbread's Customer Satisfaction score was rated 80 by both Female and Male customers on Comparably.
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80 / 100
MaleVery Satisfied | 40% | |
|---|---|---|
Satisfied | 40% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 20% |
80 / 100
FemaleVery Satisfied | 0% | |
|---|---|---|
Satisfied | 80% | |
Neither Satisfied nor Dissatisfied | 20% | |
Dissatisfied | 0% | |
Very Dissatisfied | 0% |
Whitbread Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Whitbread's Customer Satisfaction (CSAT) score was rated 100% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Whitbread.
100 / 100
Very Satisfied
33%
Satisfied
67%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Whitbread Customer Satisfaction Score by Usage
Whitbread's Customer Satisfaction score was rated the highest by customers who have used Whitbread's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Whitbread Customer Satisfaction Score by Industry
Whitbread's Customer Satisfaction score was rated 34 points by Tech industry customers.
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{
"title": "Whitbread Customer Satisfaction Score by Industry",
"text": "Whitbread's Customer Satisfaction score was rated 34 points by Tech industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
"score": 34,
"stars": 0,
"csatScore": 34,
"text": "Whitbread's Customer Satisfaction score is rated by Tech customers on Comparably.",
"scoreClassName": "max",
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}Whitbread Customer Satisfaction vs. Competitors
Compared to its competitors, Whitbread's Customer Satisfaction score is rated right above Blue Bottle Coffee, and is preceded by Compass Group USA.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Starbucks | 84% |
| Compass Group USA | 77% |
| Whitbread | 75% |
| Blue Bottle Coffee | 74% |
| Doubletree By Hilton | 27% |
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Whitbread Customer Service
3.6/5
Whitbread has an overall Customer Service score of 3.6 out of 5 stars rated by its users and customers.
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About Whitbread's Customer Service
Address
United Kingdom
Website
https://www.whitbread.co.uk
Phone Number
+44 1582 424200
Quick Insights into Whitbread Customer Service
Whitbread's Customer Service score was rated highest by customers who have used Whitbread's products/services for 1 to 2 Years, and rated lowest by customers who have used Whitbread's products/services for 2 to 5 Years.
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Ranked Whitbread Customer Service the Highest
Ranked Whitbread Customer Service the Lowest
Whitbread Customer Service Score by Gender
Female customers rated Whitbread's Customer Service score 0.7 stars higher than Male customers.
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Male
3/5
Female
3.7/5
Whitbread Customer Service Score by Ethnicity
Whitbread's Customer Service score was rated 4.1 stars by Caucasian customers on Comparably.
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0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 4.1 | Caucasian | 4.1 |
Whitbread Customer Service Score by Usage
Whitbread's Customer Service score was rated the highest by customers who have used Whitbread's products/services for 1 to 2 Years, and the lowest by customers with 2 to 5 Years of usage.
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Whitbread Customer Service Score by Industry
Whitbread's Customer Service score was rated 2.6 stars by Tech industry customers.
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Whitbread Customer Service vs. Competitors
Compared to its competitors, Whitbread's Customer Service score is rated right above Doubletree By Hilton, and is preceded by Compass Group USA.
| COMPANY | Customer Service Score | |
|---|---|---|
| Starbucks | 4.1/5 |
| Blue Bottle Coffee | 3.9/5 |
| Compass Group USA | 3.8/5 |
| Whitbread | 3.6/5 |
| Doubletree By Hilton | 2.1/5 |
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Whitbread as an Employer
4.5/5
Whitbread has a 4.5/5 stars for its overall company culture rated by their employees
top
20%
Consumer vs. Employees
Whitbread scored a 28 for Net Promoter Score and a 2 for Employee Net Promoter Score. NPS gauges how likely a customer of Whitbread would recommend the brand to a friend. ENPS measures how likely Whitbread employees would recommend working at Whitbread to a friend.
Net Promoter Score
28
NPS Score
| 56% | Promoters |
|---|---|
| 16% | Passive |
| 28% | Detractors |
Employee Net Promoter Score
2
eNPS Score
| 35% | Promoters |
|---|---|
| 32% | Passive |
| 33% | Detractors |
