We are pleased and proud that our customers gave 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 their holiday at Club La Santa. We are always trying to improve, and we continually work hard to ensure that our guests have the best experience possible.
Compared to other travel companies and industries, we are at the top for satisfaction and loyalty. An international measure of customer loyalty is the "Net Promoter Score" or "NPS", calculated based on whether the customer would recommend the company to family, friends or colleagues. If you have a negative NPS score, you usually have a problem, and if it is over 50, you have world-class products or services.
The best companies globally, 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.
The guests' review of Club La Santa
Below you can see a bit of where customers review us and what they say. You can click on the icons to go directly to the review pages.
We are proud to have received an award certificate from TripAdvisor. The award certificate is based on the fact that many customers have stated that Club La Santa is one of their favourite destinations. We thank TripAdvisor for the honour, but the enormous thanks go to our customers who have taken the time to review us.
On TripAdvisor, we get 4,5 on a scale of 1 - 5, which is a high score that we are delighted about. We have seen a marked increase in reviews with the top rating of five after we opened the new facilities in 2014. So it's only a matter of time before our average score is 5. Thank you to everyone who has reviewed us.