Hotel-tech glossary

NPS

Net Promoter Score. A 0-10 question that produces a -100 to +100 advocacy score.

NPS (Net Promoter Score) asks guests how likely they are to recommend the property on a 0-10 scale. Scores of 9-10 are Promoters, 7-8 are Passives, 0-6 are Detractors; NPS is %Promoters minus %Detractors and ranges -100 to +100. Hospitality NPS benchmarks vary widely by segment; independent boutique properties commonly target 50+ as a directional goal.

Related terms

Guest Journey

The end-to-end sequence of guest touchpoints from booking to post-stay.

Post-stay Messaging

Automated follow-up after departure: review requests, NPS surveys, and rebooking offers.

Part of the hotel-tech glossary. Maintained by Maciej Dudziak, founder of Guestivo.