What makes a hotel stay truly memorable? Maybe it’s the warm welcome at the front desk, a spotless room with thoughtful amenities, or the feeling that every detail has been designed for your comfort. You feel relaxed and might even catch yourself thinking, “I need to tell someone about this place.”
The Net Promoter Score (NPS) is designed to capture that moment of genuine satisfaction. It measures how likely guests are to recommend a brand like Hilton Hotels & Resorts to friends, colleagues, or family.
In this post, we’ll explore NPS, why it’s a key indicator of brand loyalty, and how Hilton uses it to deliver experiences that keep guests coming back, stay after stay.
What is NPS?
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.
It all starts with a single question:
“On a scale of 0–10, how likely are you to recommend our product to a friend or colleague?”
Based on their answers, guests are grouped into three categories:
- Promoters (9–10): They stayed great and were eager to tell others.
- Passives (7–8): They’re satisfied 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 NPS, a company like Hilton subtracts the percentage of Detractors from the percentage of Promoters:
NPS = % of Promoters – % of Detractors
This gives hotels a fast and reliable snapshot of guest satisfaction and loyalty, highlighting areas of strength and areas for improvement.
Hilton NPS Performance
According to QuestionPro’s Q1 2025 Benchmarking NPS and CSAT Report, the average Net Promoter Score for the hotel and hospitality industry is 44. Hilton Hotels & Resorts stands out with a strong NPS of 56, well above the industry benchmark.
Here’s a breakdown of Hilton’s NPS:
- Promoters: 66%
- Passives: 24%
- Detractors: 10%
Hilton’s score reflects a solid base of loyal guests. Most respondents are enthusiastic about recommending the brand, while a relatively small group of detractors indicates most guests are satisfied with their stay.
By outperforming the industry average, Hilton is dedicated to comfort, consistency, and exceptional service, which drives long-term loyalty.
How Does Hilton Hotels & Resorts Compare to Industry Benchmarks?
When many hospitality brands work hard to earn guest loyalty, Hilton Hotels & Resorts runs with an NPS that exceeds the industry average by a notable margin.
This strong performance reflects what Hilton guests appreciate most:
- Warm, attentive receptions
- Comfortable, clean accommodations
- A high-quality experience with fast services
Hilton’s NPS highlights how effectively the brand delivers experiences that guests want to recommend. Whether traveling for business or leisure, Hilton’s commitment to satisfaction shows.
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.
Hilton Hotels & Resorts Guest Testimonials
Guest testimonials help explain why Hilton Hotels & Resorts earn such a high NPS:
“We enjoyed every minute of our stay here: fantastic helpful staff, beautiful rooms and facilities, amazing breakfast, and a great location. Thanks to all the staff, including Sonruthitha, Joshua, Albert, and Marshall. Would definitely return.”
“The staff, brilliant Asmita Paulina, and others’ 1st impressions at checking in were brilliant. I like good customer service, and that’s what I got. The bed was so comfy and big. Will be back soon.”
“Best value for money hotels. Love the quality of service and room facilities.”
(Reviews sourced from verified users on Trustpilot.)
These testimonials show why guests choose Hilton Hotels & Resorts as their go-to destination: welcoming and attentive staff, modern and clean rooms, good value for the price, and a smooth, enjoyable experience whether booked online or in person.
How Hilton Maintains High Hilton NPS And CSAT?
Hilton’s impressive NPS isn’t just the result of brand recognition. It reflects a guest-first philosophy grounded in attentive service, everyday comfort, and genuine value.
Here’s what real guests say keeps them coming back:
- Friendly, Personal Service
Guests frequently mention staff by name, recognizing individuals for their warmth and professionalism. Whether checking in or engaging in daily interactions, Hilton employees make guests feel welcomed, seen, and valued.
- Spacious, Comfortable Rooms
Hilton’s rooms are praised for their size, comfort, and thoughtful amenities. A good night’s sleep is practically guaranteed, with many guests highlighting the big, comfy beds and well-maintained facilities that feel like a home away from home.
- Memorable First Impressions
From a smooth check-in to helpful recommendations, Hilton makes a strong first impression. Guests consistently mention the front desk staff’s professionalism and friendliness as a standout part of their stay.
- Beautiful Spaces in Great Locations
Many guests note the visual appeal and cleanliness of Hilton properties, as well as their convenient locations. Whether you’re traveling for work or vacation, Hilton offers beautiful, well-maintained hotels that you want to be in.
- Excellent Value for Quality
Reviewers call Hilton one of the best value-for-money brands in the industry. Between the quality of rooms, service, and on-site amenities like excellent breakfasts, guests feel they’re getting far more than just a place to sleep.
Together, these factors explain why guests aren’t just satisfied. They’re excited to return. Hilton delivers reliable, high-quality stays that earn trust, loyalty, and glowing recommendations.
How to Measure and Enhance Your NPS?
Want to know how to measure and improve your Net Promoter Score (NPS) like Hilton Hotels & Resorts? With QuestionPro, the process is simple, insightful, and designed to help you build lasting relationships with your guests. Here’s how to get started:
1. Launch Your NPS Survey
Use QuestionPro’s built-in NPS survey template, featuring the key question:
To go beyond the score, add the AskWhy follow-up. This open-ended question helps guests explain their rating in their own words, giving you a deeper understanding of what’s working and what needs attention.
Distribute your survey via email, SMS, QR codes, or a direct link – whatever works best for your guests. Are you looking to reach a specific group? QuestionPro Audience allows you to target respondents based on location, behavior, or traveler type.
3. See Real-Time Results
Your NPS is automatically calculated as results come in. View your Promoters, Passives, and detractors in a clear, real-time dashboard that makes it easy to track guest sentiment and spot patterns over time.
4. Turn Feedback Into Action
Don’t just collect responses; act on them. Identify pain points, such as check-in delays or room issues, and use guest input to guide improvements. With QuestionPro’s benchmarking tools, you can also compare your NPS to industry standards and competitors.
With QuestionPro, you’re not just gathering data. You’re creating better guest experiences, building loyalty, and improving service in a way that makes a difference.
Stay Informed with the Latest NPS Trends
Get the Q1 2025 NPS Benchmark Report to see how leading hospitality brands like Hilton drive customer satisfaction—and learn what strategies you can adopt to do the same.
Want to increase your NPS? Contact the experts at QuestionPro for actionable advice on measuring and enriching guest satisfaction.
