What is the NPS score?
Net Promoter Score (NPS) is a management tool that can be used to gauge loyalty in customer relationships. Customer gives company a recommendation score between 0-10 based on one’s experience. Values between 0-6 are considered detractors, values between 7-8 as passives and values between 9-10 as promoters. NPS score is calculated based on the share of promoters – share of detractors. NPS has been widely adopted in Fortune 1000 companies globally and across industries.
NPS is gathered personally from all our staying guests every day during the checkout process. Minimum response rate of 65% is needed to calculate and establish the NPS score. Generally NPS score over 55 is considered a very good result.
We believe NPS helps us:
- to inspire and boost our personnel to deliver unforgettable guest experiences for all our guests
- to follow whether we reach our objectives in service quality and the guest experience
- to understand most important operational development areas from our guests’ point of view