We are both pleased and proud that our customers give us a very high score in our customer satisfaction surveys. In 2018, 3.600 guests gave us an average of 8.9 on a scale of 0 to 10, where 0 is very dissatisfied and 10 is very satisfied with the holiday at Club La Santa. We are always trying to improve, and we always work hard to ensure that our guests have a great experience
Compared to other travel companies and industries, we are also at the top for satisfaction and loyalty. An international measure of customer loyalty is the "Net Promoter Score" or "NPS", calculated on the basis of whether the customer would recommend the company to family, friends or colleagues. If you have a negative NPS score, you normally have a problem and if it is over 50, you have world class products or services.
The best companies in the world, companies like Apple and Pandora, have an NPS of respectively 72 and 59. Club La Santa is up there with the best in the world. Our NPS was 75,8 in 2018.