Our Net Promoter Score (NPS)
True Feedback, Transparent Data
Many companies hide their satisfaction data; we publish ours. Our Net Promoter Score (NPS) sits at an industry-leading 73, indicating "World-Class" customer loyalty.
But the metric we are proudest of is our exceptionally high survey completion rate of 88%. Because nearly everyone participates, you can trust that this score is a genuine reflection of our entire community's voice, not just a small sample.
NPS Explained
NPS is a customer loyalty score that ranges from −100 to +100. We ask guests how likely they are to recommend us to a friend on a 0 to 10 scale. Scores of 9 or 10 are Promoters, 7 or 8 are Passives, and 0 to 6 are Detractors. NPS is the percentage of Promoters minus the percentage of Detractors.
- Above 0 is good
- Above +20 is favourable
- Above +50 is excellent
- Above +70 is world class
Net Promoter Score in 2025
Benchmark* of the travel & leisure industry in New Zealand:
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