At Nobis Hotel Copenhagen, great guest experiences don’t happen by accident. They’re the result of consistent, hands-on work across the entire organization.
Over the past 30 days (Feb–March 2026), they’ve reached an NPS of 96.7. That’s not just a strong number—it’s world-class. And it’s earned.
Behind it is a clear way of working, strong leadership, and a team that genuinely cares about getting better every day.
Turning feedback into action
What stands out most is how seriously they take guest feedback.
With Loopon, the team has real-time visibility into the guest experience across all departments. But more importantly, they actually use it. Every piece of feedback is something to learn from, not something to file away.
As Cecilia Mauritzson, Managing Director, puts it:
“We work closely with our teams across all departments to create a personal and tailored service experience for every guest. By carefully analyzing guest feedback and seeing all feedback as an opportunity to improve, we continuously identify areas for improvement and refine our approach.”
This is where many hotels fall short—not in collecting feedback, but in acting on it. At Nobis, feedback is part of the daily conversation. It’s discussed, followed up on, and turned into real improvements.
It’s about people, not just data
What makes this work isn’t just tools or processes—it’s culture.
There’s a clear sense of ownership across the hotel. Teams collaborate, details are continuously refined, and everyone understands their role in the guest experience.
And just as importantly, they focus heavily on hiring the right people.
“A key factor behind our strong results is also our focus on recruiting the right people for each role, ensuring both professionalism and genuine hospitality.”
When you combine the right people with a supportive environment, you get teams that care—and that shows in every guest interaction.
Where Loopon fits in
Reaching 96.7 in NPS isn’t about ambition—it’s about execution, every single day.
Loopon supports this by making feedback visible, clear, and actionable. It helps teams quickly understand what’s working, what’s not, and where to focus next.
And this is exactly where we’re heading with the next generation of Loopon.
Our soon-to-be-released dashboard is built to help more hotels work the way Nobis already does—less time looking at numbers, more time acting on feedback. Clear priorities, better follow-up, and real ownership across teams.
Because in the end, it’s not about measuring guest experience. It’s about improving it.
A result of commitment
As Cecilia says:
“This is an ongoing process, and we are always working to enhance our service.”
That mindset is really what this comes down to.
96.7 in NPS isn’t luck.
It’s what happens when you take feedback seriously, align your teams, and keep improving—every single day.
