Expedia
expediagroup.com ↗In their words
“And when we look at our Net Promoter Score for HomeAway users and people who experience alternative accommodations is superb. It is over 70.”
“In customer service, AI is contributing to record high Net Promoter Scores while helping us reduce costs. This leads me to our second priority, investing where we see the greatest opportunities for growth.”
“By building better technology and self-service tools, we have both improved our NPS and created massive efficiencies, all while maintaining our best-in-class service.”
NPS disclosures (6)
Expedia marks 30th anniversary, highlighting global NPS for travel advisor satisfaction and loyalty.
In customer service, AI is contributing to record high Net Promoter Scores while helping us reduce costs. This leads me to our second priority, investing where we see the greatest opportunities for growth.
By building better technology and self-service tools, we have both improved our NPS and created massive efficiencies, all while maintaining our best-in-class service.
We've gotten good NPS scores and good returns, if you will from doing that. And it's really a process of rolling that out, making sure that we have more and more use cases, we get it embedded into the right flows into the site, into the mobile apps as…
Our NPS scores, when they engage with those tools, are quite positive too. So to Peter’s point, there’s cost efficiencies, there’s margin opportunities and we are actually stepping up the customer experience at the same time.
And when we look at our Net Promoter Score for HomeAway users and people who experience alternative accommodations is superb. It is over 70.
Retention disclosures (1)
Expedia Group posted Q2 revenue and profit records; loyalty members generated three times more gross bookings per customer.
Lighthouse companies in Travel, hospitality & leisure
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.