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.