NPS

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.