The Net Promoter Score (NPS) measures willingness to recommend with a single question: "How likely are you to recommend us?" (scale 0–10). Those answering 9–10 are promoters; 7–8 are passives; 0–6 are detractors. The score is the difference: NPS = % promoters − % detractors — a number between −100 and +100 that is comparable across months and locations.
Enter your guest-survey responses — score and rating appear instantly.
Hospitality rule of thumb: above 0 = more fans than critics, above +30 = strong, above +50 = excellent, above +70 = world class. More important than the absolute value: the trend and the follow-up "Why?".
| NPS survey | Google/Tripadvisor | |
|---|---|---|
| Who responds | Representative cross-section of your guests | The delighted and the furious |
| Visibility | Internal — honest early-warning system | Public — directly affects bookings |
| Use | Steering & quality work | Marketing & reputation |
They belong together: NPS finds problems before they appear on Google.
Hotels and restaurants often average between +20 and +50; top operations reach +70 and beyond. More meaningful than benchmarks: your own trend with a constant measurement method.
They are satisfied but not enthusiastic — they rarely recommend actively and switch easily. The formula ignores them deliberately: the score rewards genuine enthusiasm only.
From about 50–100 responses per period the score becomes stable. Small operations should evaluate quarterly rather than monthly — otherwise the number jumps by chance.
No — it is the thermometer: one question, high response rate, comparable. For causes, combine it with 2–3 targeted follow-up questions — more only lowers participation.