Maybe it’s the warm welcome at the front desk, a spotless room waiting for you, or the way every detail feels designed just for your comfort. You check out feeling refreshed and might even catch yourself thinking, “I’ve got to recommend this place to someone.”
That moment of genuine satisfaction is exactly what Net Promoter Score (NPS) is designed to capture. It measures how likely guests are to recommend a brand like Hyatt Hotels to friends, colleagues, or family.
In this post, we’ll explore NPS, why it’s a key indicator of brand loyalty, and how Hyatt uses it to deliver experiences that keep guests coming back, stay after stay.
What is NPS?
The Net Promoter Score (NPS) is a simple way to determine how guests feel about their experience and whether they would recommend your hotel to others.
To that end, the NPS methodology is based on a question that may seem simple, but when combined with an analysis of the results, it helps to have a clear picture of guest satisfaction levels. It’s all based on a single question:
“On a scale of 0–10, how likely are you to recommend our products or services to a friend or colleague?”
Depending on their answers, guests are placed into three categories:
- Promoters (9–10): They stayed great and were eager to tell others.
- Passives (7–8): They’re content but not enthusiastic enough to recommend.
- Detractors (0–6): They didn’t have the experience they expected and might speak negatively about it.
To calculate the NPS, a company like Hyatt Hotels subtracts the percentage of Detractors from the percentage of Promoters:
NPS = % of Promoters – % of Detractors
NPS gives hotels a fast and reliable look at guest satisfaction and loyalty, showing where there’s room for improvement or to celebrate success.
Hyatt NPS Performance
According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average Net Promoter Score (NPS) for the hotel and hospitality industry is 44. Hyatt Hotels outperforms this benchmark with an exceptional NPS of 58.
Here’s a breakdown of Hyatt’s NPS:
- Promoters: 67%
- Passives: 24%
- Detractors: 9%
Hyatt’s impressive score highlights a deeply loyal guest base. The majority of respondents are enthusiastic about recommending the brand. The small share of detractors suggests that most guests consistently enjoy positive experiences, whether for business or leisure.
By exceeding the industry average by a wide margin, Hyatt demonstrates a strong commitment to service, comfort, and guest satisfaction. This high NPS reflects the brand’s ability to turn great stays into lasting loyalty.
How Does Hyatt Hotels Compare to Industry Benchmarks?
While many hospitality brands work hard to earn guest loyalty, Hyatt Hotels stands out with an exceptional Net Promoter Score (NPS) that exceeds the industry average.
With an impressive NPS of 58, Hyatt significantly outperforms the hospitality benchmark, a clear signal that its focus on service, comfort, and consistency is paying off.
This strong score reflects what Hyatt guests value most:
- Warm, welcoming service
- High standards of cleanliness and comfort
- A consistently positive experience across properties
Hyatt’s NPS shows just how well the brand connects with travelers, delivering stays that people are happy to share and recommend again and again.
These insights come from QuestionPro’s latest study, which surveyed 1,000 participants to measure NPS across leading companies and industries. The report is based on real customer feedback from Q1 2025 and is updated quarterly.
We invite you to download the full report. It’s a valuable resource for evaluating your company’s performance and determining your customers’ perceptions of you.
Hyatt Hotels Guest Testimonials
Guest testimonials help explain why Hyatt Hotels earn such a high NPS:
“My stay was amazing to be a last-minute booking. The shuttle driver, Arthur Corpus, was phenomenal. His customer service and attention to detail while assisting me were so appreciated. I will definitely be back because of him. Thank you so much!”
“My experience at Hyatt Place Chicago River North was exceptional! I was in town for the SHRM conference, and everything from valet service to my room and overall stay was outstanding. Special shout out to Hamza and Freddie in valet—they’re incredibly efficient and know exactly what they’re doing. Cho and Javy at the front desk were also very helpful and attentive to our needs. I give the entire team 10 stars! I will definitely stay here again next time I’m in Chi-Town!”
“Absolutely, our favorite hotel brand that never disappoints. Always top quality check-in, spacious and clean rooms, delicious breakfast, and polite staff. Great value for a comfortable and enjoyable stay.”
(Reviews sourced from verified users on Trustpilot.)
These testimonials show why guests choose Hyatt Hotels as their preferred place to stay: welcoming and attentive staff, comfortable and well-appointed rooms, fair pricing, and a seamless experience whether booking online or visiting in person.
How is Hyatt Able to Maintain a High NPS And CSAT Score?
Hyatt Hotels’ exceptional Net Promoter Score and strong CSAT scores aren’t just the result of good service. They’re the product of a guest-first philosophy built into every part of the experience.
Here’s what sets Hyatt apart and helps maintain such high levels of guest satisfaction:
- Personalized and Proactive Service
Guests consistently mention the friendliness and helpfulness of Hyatt staff. From warm greetings at check-in to going the extra mile with special requests, Hyatt employees make each stay feel personal. This attention to detail turns a standard hotel visit into a memorable experience.
- Comfort and Cleanliness, Every Time
Whether a one-night stay or a week-long visit, guests know they can count on a clean, quiet, and comfortable room. Hyatt’s high housekeeping standards and attention to room design create an environment guests trust and return to.
- Consistent Quality Across Locations
From Chicago to Singapore, Hyatt delivers a reliable and recognizable experience no matter where you stay. This consistency builds guest confidence and reinforces loyalty, especially for frequent business travelers or families looking for worry-free stays.
- Smooth Booking and Digital Experience
Hyatt’s user-friendly website makes booking, checking in, and managing reservations easy. The technology complements in-person service, providing convenience without sacrificing the personal touch.
- Value That Feels Worth It
With fair pricing, generous loyalty rewards through the World of Hyatt program, and thoughtful perks like complimentary breakfasts or late check-outs, guests feel like they’re getting more than just a hotel room. They’re getting hospitality that’s worth sharing.
Together, these strengths drive high NPS and CSAT scores by creating satisfaction and delight. Hyatt doesn’t just meet expectations. It consistently exceeds them, turning guests into enthusiastic promoters.
How to Measure and Enhance Your NPS?
Want to know how to measure and improve your Net Promoter Score (NPS) like Hyatt Hotels? With QuestionPro, the process is simple, insightful, and built to drive real results. Here’s how to get started:
1. Launch an NPS Survey
Use QuestionPro’s ready-made NPS survey template, which includes the core 0–10 rating questions:
To go beyond the number, add the AskWhy follow-up, a powerful open-ended question that lets customers explain their score in their own words. It helps uncover the why behind loyalty or dissatisfaction.
For deeper insights, try our AskWhy feature. It adds an open-ended follow-up question to gather context on scores.
Reach guests wherever they are via email, SMS, QR codes, or a direct link. Want to target a specific audience? Use QuestionPro Audience to find respondents based on demographics, travel habits, or location.
3. Track Responses in Real Time
As results come in, your NPS is automatically calculated. You’ll immediately see who your Promoters, Passives, and Detractors are through a clean, visual dashboard. There is no guesswork, just real, actionable feedback.
4. Turn Feedback Into Action
Use what your guests tell you to improve the experience where it matters most, whether check-in, room cleanliness, or amenities. QuestionPro’s benchmarking tools also help you compare your NPS with others in your industry to understand how you stack up.
With QuestionPro, you’re not just collecting scores. You’re building stronger relationships, improving service, and making every guest experience better than the last.
Stay Informed with the Latest NPS Trends
Get the Q1 2025 NPS Benchmark Report to see how leading brands drive customer satisfaction and discover strategies to keep their customers returning.
Want to increase your NPS? Reach out to the experts at QuestionPro for proper advice on measuring and enriching customer satisfaction.
