Problem 1) What is Net Promoter Score and how do you find a firm's NPS?
Problem 2) What is the NPS for the following firms with the link to where you found the results:
- Hilton
- Starwood Hotels
- Marriott
Problem 3) Given the results in part 2 what does this mean and what correlation would you expect with other customer metrics, e.g., retention, loyalty, etc.