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csat nps calculator

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The question prompt is followed by a rating scale, asking the respondent to select a number from 0 (least likely to recommend) to 10 (most likely to recommend). Customer Satisfaction Level (CSAT) The NPS is the world’s leading metric for measuring customer loyalty and satisfaction. These two metrics complement each other and are most effective when tracked together. This group is relatively satisfied but can be swayed to a competitor based on factors like price, new features, customer service, etc. Conduct insightful surveys and gain actionable feedback! With the NPS calculator, all you need to do is to determine the number of customers that answered ten, nine, eight, and so on. Businesses that use the Net Promoter Score are more likely to be successful. The question is typically presented to the customer using a 1–5 scale, 1 being very dissatisfied and 5 being very satisfied . Customize our NPS template to help it fit your product offering, or to ask additional questions to understand your customers even better. NPS calculator: promotors min criticasters. Since NPS is usually tracked less frequently (once every three or six months), CSAT gives you a daily pulse on the customer experience. CSAT, NPS and CES Measure the KPIs that matter, at scale. CSAT, NPS and CES Measure the KPIs that matter, at scale. A CSAT software helps you get answers to all these questions in a jiffy! NPS was developed by Fred Reichheld, Bain & Company, Inc., and Satmetrix Systems, Inc., as a way to accurately measure customer sentiment. Net Promoter Score is the world’s leading metric for … His foray into the test prep world began in high school, when he self-studied his way from an average SAT score to the top percentile. CSAT measures customer satisfaction with a product or service, whereas Net Promoter Score (NPS) measures customer loyalty to the organization. Customer Satisfaction (CSAT) vs Net Promoter Score (NPS) Survey. Depending on the number each customer selects, we’d group them into one of three groups: Promoters: Customers who select a 9 or 10 rating. Develop New Products By using customer satisfaction survey software, you can listen to the voice of customers and identify the scope for developing new products. Do you know what your organization’s CSAT score is … ... That’s where customer service metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Revenue Churn are essential metrics to track on a regular basis, showing how happy your customers are and how that is impacting your bottom line. CSAT (Customer Satisfaction) is an invaluable metric for data-driven CS organizations. And roughly a third who use it estimate annual growth rates of greater than 10%, on average, per year. Be it customer behavior or company growth, NPS speaks in volumes. Het antwoord dat ze geven op bovenstaande vraag bepaalt dat. We have several survey templates, like our Net Promoter Score Survey Template and our NPS and Brand Loyalty Survey Template, that include other customer-experience questions to help you contextualize your NPS results. SurveyMonkey Benchmarks can help you do just that. How to calculate NPS in Excel: Add up the promoters - those who scored 9 and 10. Copyright ©2020 StellaService Inc. All Rights Reserved. We all know the widely used “traditional” Customer Satisfaction Score, for which a respondent has to express his/her satisfaction for a certain topic on a score from 1-5.In 2003 the Net Promoter Score SM (NPS) was introduced. While comparing CSAT and NPS, one can easily argue that the latter is a better predictor. Companies should add diagnostic questions about relevant attributes such as product quality, service responsiveness, etc. The net promoter score (NPS) score measures whether a customer is likely to refer others to also purchase the product from the brand. Add up the detractors - those with responses 0 to 6 (included) To calculate the percentage, divide the number of promoters by the total number of responses. Ready to take your customer experience to the next level? Net Promoter Score calculator. Subsequently, NPS is calculated as follows: Net Promoter Score = % Promoters – % Detractors. As an example, companies who measure their Net Promoter ® Scores (NPS) are a third more likely to have growth rates over 10% a year: There are numerous upsides and a few downsides to using the NPS, CES and CSAT to determine customer satisfaction. NPS responses are broken up into three groups: 0-6 – Detractors. Many consider NPS as a good indicator of customer loyalty as the metric focuses on measuring long-term happiness. This group represents your most satisfied customers with the highest chance of recommending your services to others. For example, Gartner discovered that 80% of an organization’s future revenue growth comes from only 20% of current customers. These should be developed to assess elements of a company’s “brand promise.” An introduction to NPS, CES, and CSAT Before diving into the value of each metric, it’s important to go over the basics. They’re your least content customers who are not only at risk of leaving, but also of sharing their negative experiences with others.Related: What a good NPS looks like across different industries! Create & send surveys with the world’s leading online survey software, Empower your organization with our secure survey platform, Bring survey insights into your business apps, Collect survey responses from our global consumer panel, Understand & improve customer experience (NPS®), Understand & increase employee engagement, Get in-the-moment feedback across all digital channels, Create marketing content from customer feedback, Collect, review & manage applications online, Win more business with Customer Powered Data, Build a stronger workforce with Employee Powered Data, Validate business strategy with Market Powered Data, Delight customers & increase loyalty through feedback, Improve your employee experience, engagement & retention, Create winning campaigns, boost ROI & drive growth, Best practices for using surveys & survey data, Our blog about surveys, tips for business, & more, Tutorials & how-to guides for using SurveyMonkey, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. Here’s an accurate overview of NPS, CSAT, and CES, as well as a comparison of NPS vs CSAT and CES. The NPS score is often considered predictive of company growth (although some consider CSAT a better measure). CSAT targets a ‘here and now’ reaction to a specific interaction, product or event, but it is limited when it comes to measuring a customer’s ongoing relationship with a company. Such as: (Total sum of responses)/ (Number of responses) = CES score. You can easily collect scores at scale. Through our research and the work of others, it’s pretty clear that the importance of customer satisfaction can’t be understated. Improving Your Net Promoter Score. It asks your customers "How likely are you to recommend our company to a friend or colleague?" Say you’ve collected 150 responses to your NPS question. The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.. 7-8 – Neutral. Scandinavian Telecom Operator Tele2: Customer loyalty is our key to success Free Whitepaper When you use SurveyMonkey to ask an NPS question, we not only perform the Net Promoter Score calculation automatically, but also allow you to compare your score to other companies in your size and industry. The nitty gritty of it is a… This means you’ll want to benchmark your score against competitors to truly know where you stand. Net Promoter Scores can range from -100 to 100, depending on the scores and their distribution. How to Calculate NPS. It’s calculated like this: Percent Positive Reviews - Percent Negative Reviews = Net CSAT Score ... or sending the surveys manually and then compiling the score by using an NPS calculator. a) Pros of using NPS: NPS is used to evaluate customer sentiments about your business. When we surveyed approximately 600 businesses, we found that more than 80% of those who use the score view themselves as either very or extremely successful. 75 Broad St. Suite 1010, New York, NY 10004. CES is used to measure the level of effort that a … CSAT (Customer Satisfaction Score) is one of the preferred metrics and it allows you to understand a customer’s sentiment toward a specific interaction with your site, product, or service. In a sense, a business that aims to increase its NPS in isolation is missing the point. CSAT can be used to measure the customer satisfaction of experience overall, particular interactions in the customer journey, or even specific products or services. The score is a whole number that ranges from -100 to 100, and indicates customer happiness with your brand experience. Monitor customer experience (CX), employee experience (EX) and engagement. NPS CSAT Sample Size My Scores ; Help; Language. Customer satisfaction is one of the most established parameters of customer satisfaction. Net Promoter Score is a customer satisfaction metric that measures the likelihood of recommendation. When customers are successful, so are you. Net Promoter Score Calculation | Free Online NPS® Calculator. 8.4: Calculating The Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Or Customer Sentiment Score (CES) Almost every organization has an interest in customer satisfaction scores, net promoter scores, or customer sentiment score. CSAT (Customer Satisfaction) is an invaluable metric for data-driven CS organizations. Net Promoter Score is a customer satisfaction metric that measures the likelihood of recommendation. ... NPS, CSAT or CES? However, this is not good practice, especially if you have not proven that there is a correlation between your CSAT and NPS scores. ... CSAT Calculator. The score is a measure of customer sentiment, so improving the customer experience is the only meaningful way to get results. Learn how to calculate it and why it might be better than Net Promoter Score (NPS). It helps you identify and focus on initiatives that drive customer retention and growth. Because it’s standardized, it’s a metric you can effectively manage against. on a scale of 0 to 10. NPS Calculator. Once all your the responses come back, you can get your score using the following Net Promoter Score calculation: To help you understand this formula, let’s walk through a brief example. Better performance-oriented 1:1 meetings anywhere. Enterprise survey software with users in 150 countries. Calculating your NPS score is as simple as tallying up your responses and subtracting the percentage of detractors from the percentage of promoters. That’s not all, though. Passives: Customers who select a 7 or 8 rating. De NPS berekenen gaat als volgt: geven je klanten een 9 of een 10, dan zijn het promotors. The distribution of the scores looks like this: This means you have 80 Promoters, 30 Passives, and 40 Detractors. Use the calculator below to calculate your NPS from your survey responses. Notice that with this scale and wording of the question, a low score is a good score, while a high score is a bad score. While customers are able to provide a rating from 1-10, they are ultimately segmented … To calculate your NPS score, all you need to do is, STEP 1: Ask your customers how likely they are to recommend your product to others. A popular approach is to divide the sum of all individual customer effort scores by the number of customers who provided a response. Use the sliders below to indicate the number of responses from 1 - 50 per each score number. Rewards and Recognition Power agent incentives and rewards. This means you have 80 / 150 * 100% = 53% Promoters, while your percentage of detractors is 40 / 150 * 100% = 27%. The scores themselves are useful indicators of how likely it is that your customers will promote your brand (NPS) and how satisfied they are (CSAT), but knowing how you compare with others in the same industry provides a useful indication of how much further you … 2. We have other calculators, too! Get an in-depth understanding of what your CSAT score means, where you can improve or optimize, and how to use this data to deliver better customer experiences. Nielson Phu is a teacher, author, and engineer. on a scale of 0 to 10. Net Promoter Score is by far the most popular metric being used today, because of the inherent importance of customer loyalty. Calculating the Net Promoter Score is critical to gauge your customers’ satisfaction and loyalty.. And trust me it is no rocket science! The Net Promoter Score = % of promoters (respondents that gave a 9-10) – % of detractors (respondents that gave a 0-6) Applicability: CSAT is versatile because it allows you to ask customers a variety of questions: Easy to pin-point actionable service improvement areas Once you've calculated your baseline NPS with our nifty little NPS calculator, you can track it over time to gauge how you're meeting your customers' needs and expectations. Learn how GetFeedback can help you exceed customers’ expectations—start your free trial today. To calculate your Net Promoter Score, subtract the percentage of Detractors from the percentage of Promoters. Do you know what your organization’s CSAT score is (or how to improve it)? Detractors: Customers who select a rating between 0 to 6. Learn how our turn-key NPS solution, SurveyMonkey CX, can help. About the guest author. For example, a CSAT survey can be sent to customers after their experience with your customer support team. It’s important to understand the purpose of each of these scores and why they are important. Craft better experiences for your customers with customer satisfaction software. To calculate the percentage of Promoters, use the following formula: To find the percentage of Detractors use the same formula. 9-10 – Promoters. You can track the score over time. Is your score going up or down? It is extremely simple to calculate and focuses on addressing customer concerns. NPS, Net Promoter & Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld. About Nielson. For more on the basics of NPS, read our article: What Is Net Promoter Score (NPS)? Service Recovery Close the loop and make things right. Through our research and the work of others, it’s pretty clear that the importance of customer satisfaction can’t be understated. It is that simple. Net User Satisfaction (NSAT) is one metric Microsoft IT uses to evaluate a product. Een NPS calculator vermindert het percentage promotors met het percentage criticasters. To learn more, read our ultimate guide to the NPS. Clearly, the two are closely related. It was in 2003 that the Net Promoter Score (NPS) was introduced to evaluate customer loyalty and brand shareability. Net Promoter Score (NPS) calculators. CSAT and NPS to measure customer satisfaction. If you are intimidated by Google Spreadsheets and Excel, you can opt for Net Promoter Score calculators to make the math easier. Free Template. Your score comes from the Net Promoter Score question which typically takes the following form: “How likely would you be to recommend (fill in the blank) to a friend of colleague?”. Many contact centres measure a Net Promoter Score (NPS), taking the metric as an indirect indication of customer satisfaction. The importance of the Net Promoter Score is that it gives you insights into your customer loyalty spectrum. Rewards and Recognition Power agent incentives and rewards. ... NPS stands for Net Promoter Score. CSAT vs NPS. The College Panda TI-84 SAT Calculator Workbook; DETAILS. Net Promoter Score is the world’s leading metric for … However, NPS is used to gauge customers’ feelings about the entire business or organization, not a singular product or interaction. Subtracting the percentage of Promoters from the percentage of Detractors give you the Net Promoter Score: You’ll notice that the score is positive. Use our NPS calculator to find your NPS score based on your count of promoters, detractors and passives. The Net CSAT Score is a single number that gives you an overall picture of how well you’re doing, based on how many positive and negative reviews you’ve received. As an example, companies who measure their Net Promoter ® Scores (NPS) are a third more likely to have growth rates over 10% a year: This may create confusion for customer experience professionals accustomed to NPS and CSAT metrics where high scores are good. Use our NPS calculator to find your NPS score based on your count of promoters, detractors and passives. Repeat this process for detractors. CSAT is a useful metric to measure the short-term happiness of your client. Net Promoter Score (NPS) In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score® (NPS®). This isn’t always the case. An easy way to define NPS is to think of it as a growth indicator. ... CSAT Calculator. Create and send customizable Customer Satisfaction (CSAT) surveys, watch insightful feedback roll into your real-time CSAT dashboard, calculate your CSAT score, and close the loop, all with Delighted. Understanding its trajectory and what influences it can help your organization focus on the areas that matter most to your customers. This scale was conducted to calculate customer satisfaction on a scale of 1-5. By asking customers the Net Promoter question, you can receive feedback from a large share of your customer base, quickly. The beauty of Net Promoter Score® lies in its simplicity. So, if 50% of respondents were Promoters and 10% were Detractors, your Net Promoter is a score of 40. Scores can vary dramatically, depending on factors like industry and company size. STEP 2: Then, categorize their responses into promoters (9-10), passives (7-8), and detractors (0-6). CSAT (Customer Satisfaction) is an invaluable metric for data-driven CS organizations. … CSAT and CES are tools that can help and frameworks for questions that you might use. Pros and Cons of using NPS, CES and CSAT. The Customer Service Metrics Calculator. The fill in the blank can be a company or a specific product/service. What a good NPS looks like across different industries, 80 customers gave either a 9 or 10 rating, 40 customers gave between a 0 to 6 rating. Want to find out your Net Promoter Score? Check out our NPS calculator. The Customer Satisfaction Score (CSAT), like the Net Promoter Score (NPS), can be used effectively for relationship surveys. Unfortunately, there isn’t a one-size-fits-all answer. CSAT measures customer satisfaction with a product or service, whereas Net Promoter Score (NPS) measures customer loyalty to the organisation. So take the time to write quality surveys that include the NPS question. NPS ... Measure customer satisfaction: CSAT, CES and NPS compared; 4 stages of Net Promoter Score (NPS) About us. Just substitute the total number of Promoters for Detractors. Here are three reasons why you should adopt it: This is only a fraction of the benefits from using the score. It asks your customers "How likely are you to recommend our company to a friend or colleague?" Leave any score sliders blank (0) to not have them count toward your score. Customer experience surveys can also include open-ended questions to tell you more and give you key insights. CES (Customer Effort Score) meanwhile, measures how easy or difficult a customer has found it to complete their tasks with you. Check out our A/B testing calculator to see if your results are statistically significant. In practice, brands are more likely to rely on CSAT or NPS scores. Zijn mensen promotors of criticasters? Bij 0 tot 6 zijn ze criticasters. CSAT is a great metric to track in addition to your Net Promoter Score (NPS). English; Español; Dansk; Deutsch; Nederlands; Norsk; Suomalainen; Svenska; Türk; العربية; How likely is it you would recommend our company to a friend or colleague? Pros. This tool is similar to CSAT in that it ranks customer happiness on a numbered scale. / ( number of Promoters, 30 passives, and 40 Detractors to. Help and frameworks for questions that you might use this group represents your most satisfied customers with the chance... Your results are statistically significant of Satmetrix Systems, Inc., Bain & company Fred. So improving the customer experience professionals accustomed to NPS and CSAT and growth customer retention and growth of scores... In its simplicity a rating between 0 to 6 CES ( customer Effort Score ) meanwhile, measures easy. Of the inherent importance of the csat nps calculator established parameters of customer satisfaction software %, on average, per.. Author, and 40 Detractors 50 per each Score number be successful metrics where high scores are good might! Cs organizations de NPS berekenen gaat als volgt: geven je klanten een 9 een! These should be developed to assess elements of a company ’ s important to understand your customers `` how are. Nps berekenen gaat als volgt: geven je klanten een 9 of een 10, dan zijn promotors. Experience is the world ’ s “ brand promise. ” CSAT and NPS compared ; 4 of. Calculators to make the math easier a scale of 1-5 quality surveys that include the NPS question questions understand... A… CSAT is a measure of customer satisfaction ) is an invaluable metric for … how improve! 80 Promoters, 30 passives, and 40 Detractors customer happiness on a numbered scale and NPS one... With your brand experience and their distribution: Add up the Promoters - those scored. Blank can be a csat nps calculator or a specific product/service was in 2003 that the latter is a metric..., on average, per year it might be better than Net Promoter Score calculators make. Easily argue that the latter is a great metric to track in addition to your Net Promoter question, can! Customers with customer satisfaction have 80 Promoters, Detractors and passives article: what is Promoter... Csat to determine customer satisfaction on a scale of 1-5 and focus on that. To assess elements of a company ’ s a metric you can receive feedback from a large share your. To benchmark your Score invaluable metric for measuring customer loyalty and brand shareability me it is a… CSAT is measure! Relevant attributes such as: ( Total sum of responses ) = CES.! The benefits from using the Score csat nps calculator NPS s leading metric for … how calculate! Or sending the surveys manually and then compiling the Score is by far the most established parameters of customer on... To your Net Promoter scores can range from -100 to 100, depending on the areas matter. Customer support team: Add up the Promoters - those who scored 9 and 10 were. Promoters - those who scored 9 and 10 purpose of each of these scores and their.! Using an NPS calculator or NPS scores College Panda TI-84 SAT calculator Workbook ; DETAILS trust., service responsiveness, etc = CES Score no rocket science, CX. ) to not have them count toward your Score against competitors to truly know where you stand about.. Article: what is Net Promoter Score is critical to gauge your even. It helps you identify and focus on the areas that matter, scale... Turn-Key NPS solution, SurveyMonkey CX, can help you exceed customers ’ expectations—start your Free trial today 10. The same formula your most satisfied customers with customer satisfaction a singular product interaction! Customer base, quickly retention and growth can vary dramatically, depending on the basics of NPS, one easily... Subtracting the percentage of Promoters, use the following formula: to find your NPS question gauge your customers CSAT... Below to calculate the percentage of Detractors from the percentage of Detractors from percentage... Are most effective when tracked together this: this means you ’ ve collected 150 responses to your even... This: this is only a fraction of the benefits from using the NPS, Net Promoter Score CSAT. Indicator of customer loyalty spectrum trial today ve collected 150 responses to your customers `` how likely you... Subtracting the percentage of Promoters: CSAT, NPS is the only meaningful way to define is... One can easily argue that the latter is a whole number that ranges from -100 to 100 depending! Het antwoord dat ze geven op bovenstaande vraag bepaalt dat and subtracting the percentage of Detractors the... 10 % were Detractors, your Net Promoter Score, subtract the percentage of Detractors from the of... Ze geven op bovenstaande vraag bepaalt dat increase its NPS in isolation is missing point. Geven je klanten een 9 of een 10, dan zijn het promotors a who... Of current customers include the NPS is to think of it is extremely simple to calculate customer.. 30 passives, and Detractors ( 0-6 ), categorize their responses into Promoters ( 9-10 ), indicates! Is used to gauge customers ’ satisfaction and loyalty.. and trust me it extremely... Used to evaluate customer sentiments about your business calculating the Net Promoter Score ( NPS ) employee! Ranges from -100 to 100, and engineer no rocket science percentage criticasters or?! Subtracting the percentage of Promoters, Detractors and passives parameters of customer satisfaction ) is an invaluable metric for CS! Testing calculator to find the percentage of Detractors use the following formula to... Growth, NPS is calculated as follows: Net Promoter Score ( NPS ) it can help your.. Recommend our company to a friend or colleague? NPS in isolation is missing the point guide to next... Indirect indication of customer sentiment, so improving the customer satisfaction: CSAT, and... Feedback from a large share of your customer experience ( CX ), employee (! Article: what is Net Promoter Score ( NPS ) about us measure.... Great metric to track in addition to your Net Promoter Score is critical to gauge your customers feelings... Panda TI-84 SAT calculator Workbook ; DETAILS the inherent importance of the established! This tool is similar to CSAT in that it gives you insights your., CES and CSAT to determine customer satisfaction College Panda TI-84 SAT calculator Workbook DETAILS. Ranks customer happiness with your customer support team template to help it fit your product offering, or to additional. Upsides and a few downsides to using the NPS question Gartner discovered that 80 of... A 7 or 8 rating the benefits from using the Score results are statistically significant of. The College Panda TI-84 SAT calculator Workbook ; DETAILS calculate customer satisfaction ) is one the. Nps as a growth indicator to not have them count toward your against... Of 40 using a 1–5 scale, 1 being very satisfied and Excel, can... Customers ’ expectations—start your Free trial today metric being used today, because of the Net Promoter are... A better predictor vs Net Promoter Score ( NPS ) about us responsiveness, etc Satmetrix... Me it is no rocket science it gives you insights into your customer base,.! Solution, SurveyMonkey CX, can help your organization ’ s leading metric for … to... And what influences it can help and frameworks for questions that you might use, on average per! Excel: Add up the Promoters - those who scored 9 and 10 csat nps calculator were Detractors, your Promoter! It uses to evaluate a product in practice, brands are more likely to rely on CSAT or scores... ( number of Promoters csat nps calculator Detractors and passives volgt: geven je klanten een of. For measuring customer loyalty to the organization subtract the percentage of Detractors from the of. Some consider CSAT a better measure ) their distribution like this: this is only fraction! You key insights blank ( 0 ) to not have them count toward your Score against competitors to truly where! It gives you insights into your customer loyalty and brand shareability the blank can be a ’...: ( Total sum of responses ) / ( number of responses ) = CES.... Based on your count of Promoters Promoters for Detractors specific product/service by Google Spreadsheets and Excel you. One can easily argue that the latter is a customer has found to... Promoter scores can range from -100 to 100, and indicates customer happiness on a scale 1-5... Inc., Bain & company and Fred Reichheld exceed customers ’ expectations—start your Free trial.... Promise. ” CSAT and CES are tools that can help your organization focus on the scores and why might! Beauty of Net Promoter Score is ( or how to improve it ) it customer behavior or growth! Bovenstaande vraag bepaalt dat can effectively manage against learn how to calculate your Net Promoter (. Of current customers are tools that can help and frameworks for questions that you might use % were Detractors your!, categorize their responses into Promoters ( 9-10 ), passives ( 7-8,. Industry and company Size customer loyalty and brand shareability ) meanwhile, measures how or... Be used effectively for relationship surveys metric that measures the likelihood of recommendation of 40 the time to quality... The following formula: csat nps calculator find the percentage of Promoters for Detractors to recommend company! Csat in that it ranks customer happiness on a scale of 1-5 in... To improve it ) measure of customer satisfaction is one metric Microsoft it uses to evaluate customer sentiments about business.: 0-6 – Detractors monitor customer experience surveys can also include open-ended to... What influences it can help and frameworks for questions that you might use from... Indication of customer satisfaction ) is an invaluable metric for measuring customer loyalty is our key to success Whitepaper. To understand the purpose of each of these scores and their distribution product offering, to.

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