The very first question your guests are asked in any GuestRevu survey is simple – How likely would you be to recommend us to friends and family?
This question is used to determine your property's Net Promoter Score (NPS), which can be used to gauge your customer loyalty, and serves as an alternative to the traditional overall satisfaction rating. Some companies have found a correlation between their NPS and their revenue growth.
Each guest will be asked how likely they would be to recommend your hotel to a friend on a scale of 0 to 10, with 0 being the lowest rating and 10 being the highest. Based on their rating, guests are then classified into 3 categories: detractors(0-6), passives(7-8) and promoters (9-10).
The Net Promoter Score is determined by subtracting the percentage of guests who are detractors from the percentage who are promoters. The resulting number between -100 and 100 is your NPS.
The Net Promoter Score (NPS) was developed by Fred Reichheld, Bain & Company, and Satmetrix, and is a registered trademark.