Net Promoter Score (NPS)

Reviewed: 2026-10-10 · Authority: Scale My Hotel Advisory · Verified Standards

PLAIN-ENGLISH DEFINITION

Net Promoter Score (NPS) is a customer loyalty and advocacy metric measuring guest willingness to recommend a hotel or vacation rental to friends or colleagues on a 0–10 scale.

CALCULATION FORMULA & UNIT MEASURE NPS = % Promoters (Score 9-10) - % Detractors (Score 0-6)

Why It Matters for Independent Operators

High NPS correlates strongly with organic word-of-mouth discovery, direct repeat bookings, and lower customer acquisition costs over the guest lifecycle.

Practical Scenario & Calculation

Illustrative Scenario

[Illustrative Scenario] Out of 100 post-stay survey respondents, 70 are Promoters (9-10), 20 are Passives (7-8), and 10 are Detractors (0-6). NPS = 70% - 10% = +60.

How Operators Can Apply This Concept

Trigger an automated 1-question NPS survey via WhatsApp 2 hours post-checkout. Automatically route Promoters to leave a Google review, and connect Detractors to a manager for service recovery.

Common Misunderstanding to Avoid

Passives (scoring 7 or 8) are excluded from the net calculation but represent vulnerable guests who may easily switch to competitors.

RELATED GLOSSARY CONCEPTS

Review Sentiment Score → Guest Satisfaction Score (CSAT) → Hospitality Service Recovery →

Methodology & Source Standards: Bain & Company Net Promoter System Framework.