It is calculated by subtracting the percentage of business’s detractors from the percentage of promoters based on the following question: “On a scale of 0 to 10, how likely are you to recommend this hotel to a friend or colleague?”.The Net Promoter Score® (NPS®) has long been a key performance metric for customer service in many industries, and especially hospitality.
Some people call it “the ultimate question” because people would put their own reputation on the line by recommending a property.
Improving your hotel’s NPS score doesn’t have to be difficult and can be aligned with your overall guest satisfaction strategy.
1. Take a holistic approach.
Since all guest satisfaction metrics are interdependent, you don’t need a separate strategy for NPS®. Incorporate NPS® scores into your overall guest satisfaction strategy. Your efforts will lead to improvements across the board: NPS® scores, survey scores and online reviews.
2. Set clear, achievable objectives.
Work with your team to establish an NPS® target score and a timeline for achieving it. Break down targets into short-term objectives such as monthly or quarterly periods that gradually lead to the achievement of longer-term objectives.
3. Get the whole team involved.
Every staff member plays a role in building guest satisfaction. Share NPS® objectives with the whole team and keep them informed of your progress over time. Consider tying NPS® scores to management bonuses. Build teamwork and pride by celebrating milestone achievements.
4. Crunch the numbers.
Look for correlations between NPS® scores and review scores, departmental ratings, guest complaints, repeat guests and other relevant metrics. This will help you determine where to focus your efforts.
5. Reduce the number of detractors.
Ensure that staff are alert to signs of trouble on property and take quick action to resolve issues. Close the loop by following up with guests and staff promptly, and work hard to turn potential detractors into advocates.
6. Respond promptly.
Appease disappointed guests and prevent bad reviews by responding quickly and thoroughly to complaints and poor ratings in guest surveys. And don’t forget to thank your promoters.
7. Ask guests for reviews.
Guests aren’t true promoters until they recommend your hotel to others. Encourage them by including a prompt in your surveys to post an online review. A review collection program connecting from your survey directly to review sites like TripAdvisor, Google or HolidayCheck can help with this.
For more information about Net Promoter Score check out ReviewPro’s latest guide, Asking the Ultimate Question: Will Guests Recommend Your Hotel?