At Situ, delivering exceptional experiences for our clients is at the heart of everything we do.
That is why we are delighted to announce that we have achieved a world-class Net Promoter Score (NPS) of 84 in our latest annual client survey.
What is an NPS Score?
NPS is a globally recognised way of measuring customer satisfaction and loyalty. It’s based on one simple question: ‘How likely are you to recommend us to a colleague or friend?’ Clients respond on a scale from zero to ten and are grouped into three categories:
- Promoters (nine to ten) – loyal clients who actively recommend your service
- Passives (seven to eight) – satisfied, but less likely to advocate
- Detractors (zero to six) – those who may have had a less positive experience
Your NPS is then calculated by subtracting the percentage of detractors from the percentage of promoters.
As Net Promoter Scores are measured on a scale from -100 to +100, anything above zero is considered good. Scores above fifty are excellent. An NPS of 84 places us firmly in world-class territory, showing that a huge proportion of our clients not only value what we do, but are happy to recommend us.
This score reflects the work our teams put in every day to deliver the right accommodation, the right support, and a consistently high standard of service across every stay.
Joe Briggs, Senior Client Success Manager at Situ, commented:
“Maintaining a high NPS score is a strong reflection of the commitment, service quality, and care we provide to our clients. It also highlights the continued growth and development of the wider business. These scores help us understand where we are performing well, where we must continue to maintain high standards, and where there are opportunities to improve. The transparent feedback we receive from our clients plays a vital role in shaping our ongoing development, allowing us to continually adapt and enhance our services to better meet client needs.”
The feedback we received
Here are just some of the kind words our clients had to share:
‘The service from Situ has been fantastic. Response times are very quick and the Situ team always work so hard to find accommodation for our travellers. We are so happy we have moved to Situ.’
‘Situ are our first choice when our clients ask for properties’.
‘All of our team love working with Situ – we always get a great service and plenty of support which is always very much appreciated!’
Thank you to our clients
We would like to thank every client who took the time to complete our survey and share their feedback with us.
The insights we receive each year are incredibly valuable. They help us understand what we are doing well, and how we can continue evolving our service to support the needs of our clients around the world.
Whether it is supporting urgent business travel requirements or complex global accommodation programmes, our goal remains the same: to provide accommodation solutions that deliver value and a positive experience from start to finish.
A reflection of our team and Partners
This achievement would not be possible without the dedication of our internal teams and trusted accommodation Partners.
From our Operations team and Client Success Managers to our award-winning Guest Care function, every department plays a role in ensuring our clients receive expert guidance and responsive service throughout their journey with Situ.
We are also grateful to our global network of professionally managed accommodation providers, whose collaboration helps us consistently deliver quality stays for clients worldwide.
Looking ahead
While we are incredibly proud of this result, we also see it as motivation to continue improving.
As the needs of business travel and global mobility continue to evolve, Situ remains committed to investing in our enterprise-grade technology, strengthening supplier relationships, and enhancing the client experience at every stage of the process.
Thank you again to all of our clients for your continued trust and support. We look forward to building on this success together.
