{"id":1026546,"date":"2025-06-12T01:00:00","date_gmt":"2025-06-12T08:00:00","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=1026546"},"modified":"2025-10-06T05:11:31","modified_gmt":"2025-10-06T12:11:31","slug":"best-western-nps","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/best-western-nps\/","title":{"rendered":"Best Western NPS &amp; Guest Satisfaction In 2025"},"content":{"rendered":"\n<p>What makes guests not only choose a hotel but also return and tell others about their experience? For Best Western, it\u2019s more than just offering a comfortable bed\u2014it\u2019s about creating a welcoming atmosphere, offering consistent service, and paying attention to the little details that make each stay memorable.<\/p>\n\n\n\n<p>This kind of loyalty doesn\u2019t happen by accident. It\u2019s measured through a metric called Net Promoter Score (NPS), which helps to understand how likely guests are to recommend a hotel based on their experiences.<\/p>\n\n\n\n<p>In this blog, we\u2019ll explore Best Western\u2019s NPS, analyze its performance against industry standards, and explore the factors that impact customer satisfaction.<\/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><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>If 60% of your customers are Promoters and 20% are Detractors, your NPS is +40. That\u2019s calculated by subtracting Detractors from Promoters: 60 &#8211; 20 = 40. Passives (7\u20138 scores) don\u2019t affect the score but still offer useful feedback.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Best Western 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 average Net Promoter Score (NPS) for the hotel and hospitality industry is 44. Best Western records an NPS of 42, placing it just below the industry benchmark and indicating a generally positive level of <a href=\"https:\/\/www.questionpro.com\/blog\/importance-and-benefits-of-customer-satisfaction\/\">customer satisfaction<\/a>.<\/p>\n\n\n\n<p>Here\u2019s a detailed breakdown of how customers responded to their experience with Best Western:<\/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\/best-western-nps-performance.jpg\" alt=\"best-western-nps-performance\" class=\"wp-image-1040932\"\/><\/figure>\n\n\n\n<ul>\n<li><strong>Promoters: 56%<\/strong><\/li>\n\n\n\n<li><strong>Passives: 30%<\/strong><\/li>\n\n\n\n<li><strong>Detractors: 14%<\/strong><\/li>\n<\/ul>\n\n\n\n<p>The strong percentage of promoters reflects a solid base of loyal guests. However, the 30% of passive customers who are satisfied but not enthusiastic present an opportunity for improvement.<\/p>\n\n\n\n<p>Converting these passives into promoters could significantly boost Best Western\u2019s NPS and strengthen overall customer loyalty. Reducing the 14% of detractors through enhanced service and personalized experiences can also help elevate the brand\u2019s standing within the industry.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How Does Best Western NPS Score Compare to Industry Benchmarks?<\/strong><\/h2>\n\n\n\n<p>Best Western comes in with a Net Promoter Score of 42\u2014just under the hotel and hospitality industry average of 44, according to <strong>QuestionPro\u2019s Q1 2025 Benchmarking NPS and CSAT Report<\/strong>. While it\u2019s close to the benchmark, the score shows that there\u2019s still some ground to cover in creating truly standout guest experiences.<\/p>\n\n\n\n<p>The good news? Most guests have a positive view of their stay. But with nearly a third falling into the passive category and a small group of detractors, there\u2019s an opportunity to fine-tune the experience.<\/p>\n\n\n\n<p>A few thoughtful changes could help Best Western boost loyalty, increase recommendations, and move above the industry average in future reports.<\/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<\/strong> Benchmarking NPS and CSAT Report, based on real feedback from<strong> 1,000 participants a<\/strong>cross 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 is Impacting Best Western NPS?<\/strong><\/h2>\n\n\n\n<p>Best Western\u2019s NPS is being held back by several recurring customer pain points. Despite having loyal customers and comfortable accommodations in many locations, the following issues are affecting overall satisfaction and reducing customer advocacy:<\/p>\n\n\n\n<ul>\n<li><strong>Inconsistent Customer Service Experiences<br><\/strong>Multiple guests report feeling dismissed or disrespected by front desk staff and customer service representatives. From rude attitudes to poor conflict resolution, these interactions are turning potential Promoters into Detractors.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul>\n<li><strong>Billing and Reservation Issues<br><\/strong>Guests frequently mention being double-charged, experiencing misleading online booking processes, and facing resistance when seeking refunds or corrections\u2014contributing to frustration and mistrust.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul>\n<li><strong>Lack of Accountability in Problem Resolution<br><\/strong>When problems arise\u2014whether with amenities, maintenance, or security\u2014customers often feel abandoned by the chain. Best Western\u2019s franchise model and third-party services lead to a lot of finger-pointing, leaving guests without clear resolutions.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul>\n<li><strong>Unmet Expectations for Cleanliness and Amenities<br><\/strong>Several reviews note subpar room conditions, broken fixtures, and missing promised amenities like balconies. These gaps between marketing and reality result in disappointment and lower NPS scores.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul>\n<li><strong>Loyalty Program Devaluation<br><\/strong>Long-time business travelers feel let down by recent changes to the rewards program, such as reduced elite status thresholds and less valuable vouchers, prompting some to reduce or end their loyalty to the brand.<\/li>\n<\/ul>\n\n\n\n<p>These factors are collectively holding Best Western back from exceeding industry benchmarks, despite having the potential to do so with stronger service consistency and customer care.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How to Measure and Enhance Your NPS?<\/strong><\/h2>\n\n\n\n<p>Looking to strengthen customer loyalty and grow your business? Improving your Net Promoter Score (NPS) is a smart place to start\u2014and with tools like QuestionPro, it&#8217;s easier than ever.<\/p>\n\n\n\n<p>Here\u2019s a practical guide to measuring your NPS and using the insights to make meaningful improvements:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Start with a Simple Survey<\/h3>\n\n\n\n<p>Kick things off by sending a quick NPS survey. Use a straightforward question like:<\/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>Follow it up with an <a class=\"wpil_keyword_link\" href=\"https:\/\/www.questionpro.com\/blog\/what-are-open-ended-questions\/\" title=\"open-ended question\" data-wpil-keyword-link=\"linked\" data-wpil-monitor-id=\"226\">open-ended question<\/a> like \u201cWhat influenced your score?\u201d to dig into the real reasons behind customer opinions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Reach the Right People<\/h3>\n\n\n\n<p>Get your survey in front of your audience through the channels they use most\u2014whether that\u2019s email, SMS, <a href=\"https:\/\/www.questionpro.com\/features\/distributed-via-QRcodes.html\">QR codes<\/a>, or direct link.<\/p>\n\n\n\n<p>Need specific types of responses? With <a href=\"https:\/\/www.questionpro.com\/audience\/\">QuestionPro Audience<\/a>, you can zero in on your ideal respondents based on demographics, job roles, location, and more.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Watch Insights Come to Life<\/h3>\n\n\n\n<p>As feedback rolls in, QuestionPro automatically organizes your data into categories:<\/p>\n\n\n\n<ul>\n<li>Promoters<\/li>\n\n\n\n<li>Passives and<\/li>\n\n\n\n<li>Detractors<\/li>\n<\/ul>\n\n\n\n<p>An interactive dashboard gives you a clear view of trends, satisfaction gaps, and areas for improvement\u2014all in real-time.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Turn Feedback into Action<\/h3>\n\n\n\n<p>NPS data only matters if you do something with it. Use the insights to fix what\u2019s not working, celebrate what is, and create a better customer experience. Compare your score to industry benchmarks to see where you stand.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">5. Keep the Momentum Going<\/h3>\n\n\n\n<p>NPS isn\u2019t a one-and-done activity. With ongoing tracking in QuestionPro, you can monitor changes over time, address issues early, and keep your customer relationships strong.<\/p>\n\n\n\n<p>Explore the <strong>Q1 2025 NPS Benchmark Report<\/strong> to see how top companies are using feedback to drive real 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>Need help getting started? Connect with the <a href=\"https:\/\/www.questionpro.com\/cx\/\">team at QuestionPro<\/a> for customized guidance and next steps.<\/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\/1026546&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>Best Western<\/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\/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\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\/hilton-nps-2025.jpg\" alt=\"hilton-nps-2025\" class=\"wp-image-1025893\"\/><\/figure>\n\n\n\n<h5 class=\"wp-block-heading\"><a href=\"https:\/\/www.questionpro.com\/blog\/hilton-nps\/\">Hilton NPS &amp; Hotel Guest loyalty 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\/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<\/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 choose a hotel but also return and tell others about their experience? For Best Western, [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":1040916,"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>Best Western NPS &amp; Guest Satisfaction In 2025 | QuestionPro<\/title>\n<meta name=\"description\" content=\"Best Western NPS score highlights the importance of reliable service in building loyalty. Explore key areas where they can improve guest satisfaction and loyalty.\" \/>\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\/best-western-nps\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Best Western NPS &amp; Guest Satisfaction In 2025 | QuestionPro\" \/>\n<meta property=\"og:description\" content=\"Best Western NPS score highlights the importance of reliable service in building loyalty. 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