In this article you will be able to understand how a survey is marked as Promoter, Passive or Detractor.
The segmentation of a guest and a survey is delivered according to the response to the NPS question, which refers to the likelihood of recommendation.
Usually the question goes first, but it can also go in another order. You can find out which question it is in your survey, in the Onsite or FollowUp Summary section, under the Area Ranking:
According to the response given, the guest is segmented:
This segmentation is independent of the final rating of a survey, it may be that a guest is Passive, with a rating of 4.0 | 5.0 because for some reason did not feel 100% like a Promoter.
In the example above, the guest had a good stay, but due to the noise from the street at night, he did not qualify with the maximum and was rated Passive.
It is important to keep in mind that the likelihood of a guest's recommendation can be related to many factors, both internal and external, and it is advisable to inquire with Passive and Detractor guests to understand their reasons and work to improve the guest's experience.
What if I receive a survey and I have doubts about its accuracy?
If you receive a Promoter survey with a very low rating or on the contrary, a Detractor survey with a very high rating, the first thing you should do is contact the guest to make sure that the answers were correct, if the guest indicates that an error was made when answering, you can contact support@myhotel.cl and our team will help you.