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    NPS Survey

    Core measurement of customer experiences and insights to revenue growth opportunities in RMS.

    Decision Tree

    The Net Promoter Score (NPS) provides a core measurement of customer experiences and insights to revenue growth opportunities in RMS.

    • Information
    • Setup
    • Use
    • Add Button

    Information

    The Net Promoter Score (NPS) provides a core measurement for customer experiences and insights to revenue growth opportunities in RMS.

    The NPS Survey and NPS Results Report in RMS provide a means to capture and review the guest metrics of Referall Possibility, Service, Standard of Facilities, Area Quality & Value for Money of each property.

    NPS Surveys can be used to measure customer perception in key areas, gain key insights from customers on each area of service, compare results with similar businesses, develop strategies for revenue growth, identify areas with room for improvement, create KPI targets to recognise and reward staff and open communication with customers for honest feedback.



    Use Triggered Correspondence to automate sending the NPS Survey to guests after departure.




    Promoters score a 9 or 10 and are loyal enthusiasts who will return to your property and refer your business to others. Scores in this range are shown in green on the NPS Results Report.

    Passives score a 7 or 8 and are satisfied but unenthusiastic customers with potential to be attracted by competitors. Scores in this range are shown in yellow on the NPS Results Report.

    Detractors score between 0-6 and are unhappy customers who could be damaging to brand or reputation with negative word of mouth, social media or review websites etc. Scores in this range will be highlighted red on the NPS Results Report.

    The NPS Score is calculated as: Number of Promoters - Number of Detractors ÷ Completed Surveys x 100

    Scores of 9-10 are considered excellent, 7-8 are good with areas for improvement and 0-6 indicates room for improvement.

    The exception to this is the Value for Money score. High scores of 9-10 on Value for Money may indicate that pricing is set too low for the Category's services and facilities provided. Lower Value for Money scores may indicate that guests consider the price too high for the Category's services and facilities.



    • Setup
    • Use
    • Add Button

    Setup

    Have your System Administrator complete the following.

    1. Go to Setup > Correspondence > Form Letters in RMS.
    2. Select 'Add'.
    3. Enter a Description.
    4. Enter the Email Subject Line.
    5. Select the Format.
    6. Enter the Letter Contents.
    7. Place the Mouse Cursor in the Letter.
    8. Select the Merge Table 'Reservations'.
    9. Select the Merge Field 'NPS_Survey_URL'
    10. Save/Exit.
    11. Select the Form Letter Access and choose 'Ok'.

    The merge field «rNPS_Survey_URL» will display as a URL and generate a unique token per reservation when emailed to a guest for their NPS Survey.

    The NPS Survey will use the photo setup as the Banner Image to display in the background on the NPS Survey.



    Use Triggered Correspondence to automate sending the NPS Survey to guests after departure.



    • Guide
    • Use
    • Add Button

    Guide

    Go to Setup > Correspondence > Form Letters in RMS.

    Select  'Add' to create a new Form Letter.

    Enter a Description.

    Enter the Email Subject Line.

    Select the Format.

    Enter the Letter Contents.

    Place the  Mouse Cursor in the Letter.

    Select the Merge Table 'Reservations' andthe Merge Field 'NPS_Survey_URL'

    Select 'Save/Exit' to store the changes made and leave the setup.

    Select the Form Letter Access and choose 'Ok'.

    Sending this Form Letter will display the 'NPS_Survey_URL' as a clickable link to the NPS Survey for that reservation. Each survey uses a unique token to prevent multiple submissions being made for the same reservation.

    Guests that click the link in the email will be directed to an NPS Survey for their reservation.


    Results of completed NPS Surveys can be viewed on the NPS Results Report.

    • Use
    • Add Button

    Use

    Sending a Form Letter that includes the NPS Survey URL will enable guests to provide their feedback using the preset NPS Survey Questions. 




    Properties can then use the NPS Results Report to review their NPS Score as well as review the individual surveys and associated reservations for the selected date range.

    Use

    Sending a Form Letter that includes the NPS Survey URL will enable guests to provide their feedback using the preset NPS Survey Questions. 


    Properties can then use the NPS Results Report to review their NPS Score as well as review the individual surveys and associated reservations for the selected date range.

    Use

    Sending a Form Letter that includes the NPS Survey URL will enable guests to provide their feedback using the preset NPS Survey Questions. 


    Properties can then use the NPS Results Report to review their NPS Score as well as review the individual surveys and associated reservations for the selected date range.

    Setup

    Have your System Administrator complete the following.

    1. Go to Setup > Correspondence > Form Letters in RMS.
    2. Select 'Add'.
    3. Enter a Description.
    4. Enter the Email Subject Line.
    5. Select the Format.
    6. Enter the Letter Contents.
    7. Place the Mouse Cursor in the Letter.
    8. Select the Merge Table 'Reservations'.
    9. Select the Merge Field 'NPS_Survey_URL'
    10. Save/Exit.
    11. Select the Form Letter Access and choose 'Ok'.

    The merge field «rNPS_Survey_URL» will display as a URL and generate a unique token per reservation when emailed to a guest for their NPS Survey.

    The NPS Survey will use the photo setup as the Banner Image to display in the background on the NPS Survey.



    Use Triggered Correspondence to automate sending the NPS Survey to guests after departure.



    • Guide
    • Use
    • Add Button

    Guide

    Go to Setup > Correspondence > Form Letters in RMS.

    Select  'Add' to create a new Form Letter.

    Enter a Description.

    Enter the Email Subject Line.

    Select the Format.

    Enter the Letter Contents.

    Place the  Mouse Cursor in the Letter.

    Select the Merge Table 'Reservations' andthe Merge Field 'NPS_Survey_URL'

    Select 'Save/Exit' to store the changes made and leave the setup.

    Select the Form Letter Access and choose 'Ok'.

    Sending this Form Letter will display the 'NPS_Survey_URL' as a clickable link to the NPS Survey for that reservation. Each survey uses a unique token to prevent multiple submissions being made for the same reservation.

    Guests that click the link in the email will be directed to an NPS Survey for their reservation.


    Results of completed NPS Surveys can be viewed on the NPS Results Report.

    • Use
    • Add Button

    Use

    Sending a Form Letter that includes the NPS Survey URL will enable guests to provide their feedback using the preset NPS Survey Questions. 


    Properties can then use the NPS Results Report to review their NPS Score as well as review the individual surveys and associated reservations for the selected date range.

    Use

    Sending a Form Letter that includes the NPS Survey URL will enable guests to provide their feedback using the preset NPS Survey Questions. 


    Properties can then use the NPS Results Report to review their NPS Score as well as review the individual surveys and associated reservations for the selected date range.

    Use

    Sending a Form Letter that includes the NPS Survey URL will enable guests to provide their feedback using the preset NPS Survey Questions. 


    Properties can then use the NPS Results Report to review their NPS Score as well as review the individual surveys and associated reservations for the selected date range.


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