{"id":1026011,"date":"2025-06-06T01:01:00","date_gmt":"2025-06-06T08:01:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1026011"},"modified":"2025-10-06T05:06:15","modified_gmt":"2025-10-06T12:06:15","slug":"marriott-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/marriott-nps\/","title":{"rendered":"Marriott NPS &amp; Guest Satisfaction Trends 2025"},"content":{"rendered":"\n<p>What makes guests not only return to a hotel but also recommend it to others? It often comes down to more than just a good night\u2019s sleep. It\u2019s about consistency, attention to detail, and those unexpected touches like a staff member remembering your name or going the extra mile to make a celebration special.<\/p>\n\n\n\n<p>This kind of loyalty doesn\u2019t happen by chance. It&#8217;s captured through a metric called Net Promoter Score (NPS), a reliable measure of how likely customers are to recommend a brand based on their experiences.<\/p>\n\n\n\n<p>In this blog, we\u2019ll explore how Marriott NPS score compares to industry benchmarks, what boosts their strong performance, and why this score matters for businesses focused on customer loyalty. You&#8217;ll also discover insights from real guest reviews and see how Marriott turns everyday stays into stories worth sharing.<\/p>\n\n\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What is Net Promoter Score?<\/strong><\/h2>\n\n\n\n<p><a href=\"https:\/\/www.questionpro.com\/features\/net-promoter-score.html\">Net Promoter Score (NPS)<\/a> is a popular way for companies to find out how happy their customers are and whether they&#8217;d recommend the company to others.<\/p>\n\n\n\n<p>It all starts with one simple yet powerful question that helps businesses understand customer loyalty and satisfaction:<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>&#8220;How likely are you to recommend us to a friend or colleague?&#8221;<\/strong><\/p>\n\n\n\n<p>Customers answer on a scale from 0 (not at all likely) to 10 (extremely likely).<\/p>\n\n\n\n<p>Based on their answers, people are grouped into:<\/p>\n\n\n\n<ul>\n<li><strong>Promoters (9\u201310): <\/strong>They love your brand and will likely spread the word.<\/li>\n\n\n\n<li><strong>Passives (7\u20138): <\/strong>They\u2019re fine with your service, but not excited enough to promote it.<\/li>\n\n\n\n<li><strong>Detractors (0\u20136): <\/strong>They\u2019re not happy and might even discourage others from using your service.<\/li>\n<\/ul>\n\n\n\n<p>To calculate your NPS, just subtract the percentage of Detractors from the percentage of Promoters:<\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>NPS = %Promoters \u2212 %Detractors<\/strong><\/p>\n\n\n\n<p>So if 60% are Promoters and 20% are Detractors, your NPS is 40.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Marriott NPS Performance<\/strong><\/h2>\n\n\n\n<p>According to <a href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\">QuestionPro&#8217;s Q1 2025 Benchmarking NPS and CSAT Report<\/a>, the <strong>average NPS for the hotel and hospitality industry is 44<\/strong>. Marriott International surpasses this benchmark with an impressive <strong>NPS of 51<\/strong>, highlighting strong customer loyalty across its global network of properties.<\/p>\n\n\n\n<p>To better understand how Marriott achieved its strong Net Promoter Score, let\u2019s take a closer look at the breakdown of customer responses:<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2124\" height=\"1576\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/marriott-nps-performance.jpg\" alt=\"marriott-nps-performance\" class=\"wp-image-1040640\"\/><\/figure>\n\n\n\n<ul>\n<li><strong>Promoters: 60%<\/strong><\/li>\n\n\n\n<li><strong>Passives: 31%<\/strong><\/li>\n\n\n\n<li><strong>Detractors: 9%<\/strong><\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<p>Marriott\u2019s score reflects a loyal and satisfied customer base, with the majority of guests expressing a high likelihood of recommending the brand. The low percentage of detractors suggests that most visitors enjoy a positive experience during their stay.<\/p>\n\n\n\n<p>By staying ahead of the industry average, Marriott demonstrates a continued commitment to:<\/p>\n\n\n\n<ul>\n<li>Quality<\/li>\n\n\n\n<li>Personalized service<\/li>\n\n\n\n<li>Guest satisfaction<\/li>\n<\/ul>\n\n\n\n<p>These are the key drivers of long-term brand advocacy and customer retention.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How Does Marriott Compare to Industry Benchmarks?<\/strong><\/h2>\n\n\n\n<p>When it comes to guest satisfaction and loyalty, Marriott International stands above the crowd with an NPS of 51, outperforming the hospitality industry average of 44.<\/p>\n\n\n\n<p>This strong score signals that Marriott guests are not only satisfied but also enthusiastic about sharing their positive experiences with others. It\u2019s a testament to Marriott\u2019s dedication to comfort, service excellence, and consistency across its wide range of properties.<\/p>\n\n\n\n<p>Here\u2019s what drives Marriott\u2019s above-average performance:<\/p>\n\n\n\n<ul>\n<li>60% of guests are Promoters, showing strong brand loyalty<\/li>\n\n\n\n<li>Only 9% are Detractors, indicating minimal dissatisfaction<\/li>\n\n\n\n<li>A relatively large group of Passives (31%) suggests there\u2019s still room to turn satisfied guests into loyal advocates<\/li>\n<\/ul>\n\n\n\n<p>Marriott\u2019s ability to exceed the benchmark highlights its effective guest engagement and service delivery strategies, which are core elements in building lasting customer relationships.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\"><img loading=\"lazy\" decoding=\"async\" width=\"1408\" height=\"1578\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/10\/Hotel-hospitality-gated-1.jpg\" alt=\"Hotel-hospitality-gated- 1\" class=\"wp-image-1043456\"\/><\/a><\/figure>\n\n\n\n<p>These findings are drawn from <strong>QuestionPro&#8217;s Q1 2025 Benchmarking NPS and CSAT Report,<\/strong> based on real feedback from <strong>1,000 participants <\/strong>across major hospitality brands. The report is updated quarterly and offers valuable insights to help you assess your own customer experience performance.<\/p>\n\n\n\n<p>Download the full report today to explore how your brand compares and where opportunities for improvement lie.<\/p>\n\n\n\n<script charset=\"utf-8\" type=\"text\/javascript\" src=\"\/\/js.hsforms.net\/forms\/embed\/v2.js\"><\/script>\r\n<script>\r\n  hbspt.forms.create({\r\n    portalId: \"354042\",\r\n    formId: \"97089348-d87e-4534-925c-f0c1319bcc9c\",\r\n    region: \"na1\"\r\n  });\r\n<\/script>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What Contributes to Marriott&#8217;s Higher Net Promoter Score?<\/strong><\/h2>\n\n\n\n<p>Marriott\u2019s strong Net Promoter Score of 51, well above the hospitality industry average of 44, is no coincidence. It\u2019s driven by consistent excellence and genuine care across properties. Here are some reasons why the guest would recommend Marriott:<\/p>\n\n\n\n<ol>\n<li><strong>Exceptional and Personalized Customer Service<br><\/strong>From receptionists who go the extra mile to managers overseeing seamless events, Marriott employees are often described as warm, attentive, and proactive. Their dedication to making each stay special directly translates into strong customer loyalty.<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<ol start=\"2\">\n<li><strong>Consistently Clean and Comfortable Accommodations<br><\/strong>Whether in budget brands or flagship locations, Marriott guests appreciate the comfort of clean, well-maintained rooms with thoughtful amenities, such as walk-in showers, high-quality toiletries, and quiet environments\u2014even in bustling city centers.<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<ol start=\"3\">\n<li><strong>Memorable Guest Experiences<br><\/strong>Stories like birthday celebrations that exceed expectations or heartfelt gestures (like hand-delivering a forgotten cake) create emotional connections. These experiences often turn guests into vocal brand advocates.<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<ol start=\"4\">\n<li><strong>Strategic Locations and Practical Offerings<br><\/strong>Marriott hotels are often praised for being conveniently located near major attractions, business centers, and transport hubs. Combined with offerings like included breakfast, kitchenettes, and tech-friendly rooms, the value proposition appeals to both business and leisure travelers.<\/li>\n<\/ol>\n\n\n\n<p><\/p>\n\n\n\n<ol start=\"5\">\n<li><strong>Brand Trust and Reliability<br><\/strong>Frequent travelers and long-time customers consistently point to Marriott\u2019s dependability. Across cities and categories, guests know they can count on the brand for professionalism, cleanliness, and comfort at a reasonable price.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to Measure and Enhance Your NPS?<\/strong><\/h2>\n\n\n\n<p>Want to improve your NPS? QuestionPro makes it simple to get started and see real results.<\/p>\n\n\n\n<p>Here\u2019s how to launch your Net Promoter Score program and use the insights to boost customer satisfaction:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Launch a Quick NPS Survey<\/h3>\n\n\n\n<p>Start with a simple feedback survey using QuestionPro\u2019s ready-to-use templates. Include the key NPS question (on a 0\u201310 scale)<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1420\" height=\"543\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2019\/05\/NPS-survey-question.jpg\" alt=\"NPS-survey-question\" class=\"wp-image-1015856\"\/><\/figure>\n\n\n\n<p>And follow it up with an open-ended prompt like: \u201cWhat\u2019s the main reason for your score?\u201d<br>This helps you uncover the <a href=\"https:\/\/www.questionpro.com\/askwhy\/\">AskWhy<\/a> behind customer sentiment.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Reach Your Target Audience<\/h3>\n\n\n\n<p>Share your survey across channels your audience prefers:<\/p>\n\n\n\n<ul>\n<li>Email<\/li>\n\n\n\n<li>SMS<\/li>\n\n\n\n<li>QR codes or<\/li>\n\n\n\n<li>Direct links<\/li>\n<\/ul>\n\n\n\n<p>Need specific responses? With <a href=\"https:\/\/www.questionpro.com\/audience\/\">QuestionPro Audience<\/a>, you can target by location, age, job title, and more.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. See Real-Time Results<\/h3>\n\n\n\n<p>As responses come in, QuestionPro automatically sorts them into Promoters, Passives, and Detractors. Your interactive dashboard highlights trends and problem areas at a glance\u2014no manual sorting required.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Act on Customer Feedback<\/h3>\n\n\n\n<p>The real value of NPS is in what you do with it. Use customer comments to fix pain points, enhance experiences, and build loyalty.<\/p>\n\n\n\n<p>Benchmark your score against others in your industry to see how you compare and where you can grow.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Keep Tracking for Long-Term Success<\/h3>\n\n\n\n<p>With QuestionPro, NPS tracking becomes a continuous part of your customer strategy. Stay ahead of issues, monitor changes over time, and keep your customers happy and engaged.<\/p>\n\n\n\n<p>Explore the <strong>Q1 2025 NPS Benchmark Report<\/strong> to see how leading brands are turning feedback into business growth.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/www.questionpro.com\/ebook\/benchmarking-nps-csat-usa-2025\/\" style=\"border-radius:35px;background:linear-gradient(135deg,rgb(255,160,3) 0%,rgb(255,105,0) 100%)\"><strong><strong>Download the NPS Benchmark Report Now<\/strong><\/strong><\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p>Ready to take your NPS to the next level? Talk to the <a href=\"https:\/\/www.questionpro.com\/audience\/\">experts at QuestionPro<\/a> for customized support and actionable strategies.<\/p>\n\n\n\n<p><\/p>\n\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/1026011&amp;lang=en&amp;cat=customer-effort-score|cx-2|nps\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<p><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><strong>Marriott <\/strong>isn\u2019t the only company in the hospitality &amp; hotels industry with valuable lessons for those looking to improve their customer service and experience. Below, we recommend a few articles where you can learn how other major hotels manage to maintain a high NPS and a loyal customer base \u2014 you\u2019ll surely find some useful insights along the way.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-layout-1 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/wyndham-worldwide-corp-nps-2025.jpg\" alt=\"wyndham-worldwide-corp-nps-2025\" class=\"wp-image-1026124\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/wyndham-worldwide-corp-nps\/\">Wyndham Worldwide Corp NPS &amp; Hospitality in 2025<\/a><\/h5>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/06\/best-western-nps-2025.jpg\" alt=\"best-western-nps-2025\" class=\"wp-image-1026548\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/best-western-nps\/\">Best Western NPS &amp; Guest Satisfaction In 2025<\/a><\/h5>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2100\" height=\"1254\" src=\"https:\/\/www.questionpro.com\/blog\/wp-content\/uploads\/2025\/05\/hyatt-nps-2025.jpg\" alt=\"Hyatt NPS and Customer Perception in 2025\" class=\"wp-image-1024977\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/hyatt-nps\/\">Hyatt NPS &amp; Guest Satisfaction in 2025<\/a><\/h5>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>What makes guests not only return to a hotel but also recommend it to others? It often comes down to [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":1040624,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[992,170,303],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Marriott NPS &amp; Guest Satisfaction Trends 2025 | QuestionPro<\/title>\n<meta name=\"description\" content=\"Marriott NPS reveals how consistency, care, and comfort boost guest loyalty. Learn what sets Marriott apart and how hotels can build long-term customer trust.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/marriott-nps\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Marriott NPS &amp; Guest Satisfaction Trends 2025 | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Marriott NPS reveals how consistency, care, and comfort boost guest loyalty. 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