the Net Promoter Score™

a universal measure of guest satisfaction

would you recommend us?

The very first question all your guests are asked on their questionnaire is simple – “Would you recommend us?” This one question will give you a clear measurement of your success. Called the Net Promoter Score™ (or NPS™), it is a universal standard in measuring guest satisfaction and means you will always have a clear overall reference point when tracking your progress. The Net Promoter Score™ works whether you have five stars or none and whether you have 5 rooms or 500.

how does the NPS work?

Each guest is asked how likely they would be to recommend your hotel to a friend on a scale of 0 – 10, with 0 being the lowest rating and 10 being the highest. Based on their rating, guests are then classified in 3 categories: detractors, passives and promoters.

The Net Promoter Score™ is determined by subtracting the percentage of guests who are detractors from the percentage who are promoters. This generates a number between -100 and 100, which is your Net Promoter Score™.

net promoter score (NPS)

score of 9 or 10

promoters

Guests who score you 9 or 10 out of 10 are known as “promoters” as they are loyal enthusiasts who will be repeat guests and will refer others, fuelling growth.

Customised guest feedback questionnaire

score of 7 or 8

passives

Guests who score you 7 or 8 out of 10 are known as “passives” and are satisfied but unenthusiastic guests who are likely to look at alternative accommodation.

score of 6 or below

detractors

Guests who score you a 6 or lower are known as “detractors” – unhappy guests who can damage your brand and impede growth through negative online and word of mouth reviews.


Our friends at Satmetrix want us to remind you that Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.