Trends Q: Do older resort guests tend to have a higher NPS than younger guests?

Net Promoter Score is a metric with many uses. We’ve looked at how accurate it is as a return rate predictor and compared it to a guest’s length of stay. But the question we arrived at today wasn’t what or how long, it was who. Specifically, is there any correlation between the age of a guest and their NPS? Here’s what we found.

The Goods
To find our answer we looked at over 40,000 guests who also had NPS scores and known ages. These came from 10 mountain resorts across the United States. The analysis was pretty simple: Find the average NPS score from each age range and see how it shakes out.

To be fair, the difference between the highs and lows were fairly minor – only a span of 0.3 from top to bottom – but the trend was clear and fairly consistent. After starting high with the younger crowd, NPS bottoms out before climbing again once you hit about 60 years of age.

What This Means
The high point for the under-20 group reminds us of curves we’ve found for both length-of-stay as well as return rate. Maybe it’s because this group’s travel budget isn’t self funded or they simply lack other traveling experience to act as a comparison.

Or perhaps there are other factors like traveling with children: When the kids are in tow vacations simply don’t go as planned. Whatever the case, there does seem to be a correlation between NPS and age for this sample, but maybe not enough of one to worry too much over.

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