NPS Intelligence (beta)

Ctrip maintained high user satisfaction in 2023, with Net Promoter Score in Q4 increasing 20% compared to Q3.

As a result of all our efforts, our NPS score reached a new high in Q1, demonstrating customer satisfaction and confidence in our service quality.

Trip.com reported that Net Promoter Scores increased nicely across all business lines, demonstrating improved service quality.

In addition, our Net Promoter Scores increased nicely across all business lines, which again demonstrated our improved service quality. Our revenue growth came under pressure due to recent macro and industry headwinds, especially in destinations such as…

Ctrip has achieved a 35% increase in Net Promoter Score as part of its platform development.

By the end of the year, our Net Promotion Score [sic] [Net Promoter Score] or NPS, an indicator for customer satisfaction levels with our products and services improved around 35% year-over-year on average in all major business units, as we demonstrated…

These efforts have netted about 20% improvement in our NPS results from April to July this year. We recently introduced hotel rewards club, program to reward our loyal members with a hotel booking discounts and extra benefits.

Our Net Promoter Score, NPS, improved by more than 15% over a quarter ago on average across hotel and air ticketing products. We are encouraged that customers are recognizing our efforts as demonstrated by continued increase in traffic growth across…

The routine survey on the Net Promoter Score also provides us with important customer experience insights. There is also a group of employees inside Ctrip, and we call them Blue User Guardians.

And to some extent actually, we closely monitor, for example, the NPS, the customer satisfaction ratios. Those ratio continuously to improve.

Retention rate: 50% — “Our competitive products and service has strengthened our long-term retention rate at around 50%, and the majority of our revenue comes from loyal customers.”