Case Study: HotelTonight achieves an average NPS of 75 and doubles industry performance with Delighted

Hotel Tonight - Customer Case study

HotelTonight, the mobile-first last-minute hotel booking company, needed a reliable, candid way to measure customer sentiment and fix root causes of poor experiences. After finding Google Forms too limited, HotelTonight turned to Delighted to send NPS emails the day after checkout and capture raw, timely guest feedback.

Using Delighted, HotelTonight now collects about 1,000 pieces of guest feedback weekly and distributes an automated weekly digest to execs and product, sales, and service teams. Delighted helped lift HotelTonight’s NPS from 68 in the first two months to a sustained average of 75 (roughly double the hospitality average), enabled segmentation by hotel type, region and user history, and drove faster remediation and product prioritization based on actionable customer insights.

Hotel Tonight

Amanda Richardson

Chief Data and Strategy Officer