Net Promoter Score (NPS) is a key measure of customer satisfaction and something you will use a lot with Survey Studio.
Several studies have linked an improvement in NPS score to an improvement in sales and this is why it's the core guest satisfaction in hospitality and many other industries.
What is Net Promoter Score (NPS)?
NPS is a score ranging from -100 to 100 that measures the willingness of your customers to recommend your experience. It is used to measure the overall satisfaction of your guests.
Customers are asked a single question: "Based on this visit, how likely are you to recommend this brand to a friend or relative?”
The NPS formula
Net Promoter Score is intuitive to understand which is why it's been widely adopted. If a company has more detractors than promoters the score will be negative and vice versa.
To help to interpret the NPS score we use a traffic lighting system with the following thresholds:
More than 56 is green
40-55 is amber
Less than 40 is red
Using NPS in the Survey Studio Dashboard
The ultimate objective here is to convert detractors & neutrals into promoters. The Survey Studio dashboard will surface the improvements you can make to increase your NPS.
By making a series of targeted and consistent improvements you will see increases in your NPS score as you improve the experiences for more customers.