Constance Hotels Services Limited | Annual Report 2025

ANNUAL REPORT 2025

61

A Guest Satisfaction Survey Score of 90.2% in 2025

According to Bain & Company, which developed the Net Promoter Score methodology, a score above 50 is considered excellent, while a score above 80 is regarded as world class.

GRI Benchmarking - Competitive Set

GRI 2025

...A 1 point increase in a hotel’s Global Review Index™ equals up to:

While the GRI reflects online reputation, the Guest Satisfaction Survey provides a more granular assessment of service quality and guest experience. It offers detailed departmental insights, combining quantitative and qualitative data to support targeted operational improvements. In 2025, the GSS Score increased by 0.7 points compared with 2024. The Net Promoter Score also improved by 7 points, reflecting a higher propensity of guests to recommend the brand.

Capella

97.1

Five properties achieved Net Promoter Scores above 89, with four additional properties recording strong performance levels.

Banyan Tree

95.9

+0.89% +0.54% +1.42% in ADR (Average Daily Rate) in Occupancy in RevPAR

Oberoi

95.9

Overall, Constance Hotels & Resorts has demonstrated a consistent upward trajectory in quality performance over recent years, despite ongoing challenges across the hospitality sector, with this positive trend continuing in the post pandemic period.

Constance Hotels & Resorts

95.8

Belmond

95.5

2025 GRI of CHR by Source

2025 GRI of CHR by Property

2025 Guest Satisfaction Survey

Source

2025

Number of Reviews

Property

GRI 2025

Overall Score

Net Promoter Score R

Total Responses

Management Response

Constance Halaveli, Maldives

99.5

GRI TM

95.8

11,777

Constance Moofushi, Maldives

99.1

Constance Lemuria, Seychelles

97.8

TripAvisors

97.9

3,029

Constance Tsarabanjina, Madagascar

97.7

7,840 +1.87

98.16% +0.05

90.2% +0.7

80.66 +6.87

Constance Prince Maurice

97.5

Constance Ephelia, Seychelles

96.0

Booking.com 94.4

3,246

Constance Belle Mare Plage

93.5

Constance Tekoma

93.1

Google

97.5

1,149

Constance Sakoa

93.0

Property

GSS Score 2025

NPS Score 2025

Constance Halaveli, Maldives

94.6%

91.6%

GRI of CHR, 2016 - 2025

Constance Moofushi, Maldives

94.0%

91.5%

Constance Lemuria, Seychelles

91.4%

87.6%

Constance Tsarabanjina, Madagascar

93.2%

89.4%

96.8

Constance Prince Maurice

92.9%

89.8%

95.8

96.3

Constance Ephelia, Seychelles

88.6%

76.7%

95.9

Constance Belle Mare Plage

86.5%

70.4%

95.4

95.4

Constance Tekoma

88.2%

74.3%

95.8

Constance Sakoa Boutik

88.7%

73.1%

95.2

95.1

94.5

What is a good NPS score?

-100

100

2016

2017

2018

2019

2020

2021

2022

2023

2024

2025

Note: GRI for 2020 covers only the first quarter, while GRI for 2021 covers only four properties in operation, both as a result of the COVID 19 pandemic.

Needs improvement (-100 - 0)

Good (0 - 30)

Great (30 - 70)

Excellent (70 - 100)