Coyle Hospitality Group
Coyle Hospitality Group is a customer experience consulting and quality assurance firm that provides mystery shopping, guest satisfaction measurement, and brand standards evaluation services for hotels, restaurants, cruise lines, spas, and other hospitality and leisure brands. The company uses a global network of evaluators and structured feedback programs to help clients benchmark service performance, improve operations, and protect brand reputation. Revenue is generated through recurring evaluation programs, consulting engagements, and custom research projects for hospitality and service industry clients.
- IT Consulting & Implementation
- Revenue
- $9.0M
- Employees
- 70
- Founded
- 1996
- Headquarters
- New York City, United States of America
What 6 Arbolus experts think of Coyle Hospitality Group
NPS scores cluster around 7–9, indicating moderate satisfaction, but there is at least one outlier with a low score (5), reflecting uneven sentiment. Renewal intent appears uncertain among higher spenders, with no strong indication of planned expansion. Implementation is mainly in the 'MoreThan1Year' phase for most customers, revealing established but not rapidly expanding use. Experts praise the independent perspective and actionable insights for luxury hotels but point out snapshot limitations and subjectivity. Overall Customer Sentiment: Neutral
Who reviewed Coyle Hospitality Group
- C-Suite 67% (4)
- Director 17% (1)
- Manager 17% (1)
Employer names and spend open in the full report, along with the other 3 customers.
Everything 6 customers told us about Coyle Hospitality Group.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
16 Net Promoter Score, from 6 scored reviews- Promoters 2
- Passives 3
- Detractors 1
Cumulative NPS by month
-1 over 5 months- Jan 9
- Jul 7
- Aug 7
- Sep 7
- Oct 8
Net Promoter Score across 1 reviews, accumulated up to each month. Category median 16 across 1 companies.
Praised
- Integration of AI-driven Analysis
- Scalable Assessment Utility
- Greater Actionability through Technology
- Relevance to Luxury Service Standards
Criticised
- Competitive Offerings with Advanced Reporting
- Limited Differentiation for Some Segments
- Risk from AI-enabled Benchmarks
- Requires Active Management Engagement
What customers say
Renewal intent
Plan to renew 50%Plan to renew, by seniority
- 0% 1 answer
- 100% 1 answer
- 9/10 Average score from customers who will renew
- 8/10 Average score from undecided customers
Report
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