Net Promoter Score (NPS)

The NPS (Net Promoter Score) is a metric used in the digital world whose function is to measure the probability that a person will recommend a product or service, in our case, a hotel. To calculate the NPS, guests are asked to answer this simple question: How likely would you be to recommend this hotel to a friend or family member, and how are the answers ranked? It is commonly used in the hotel industry to measure guest satisfaction and loyalty to the hotel. Depending on the response, the guest is categorized as a Promoter, Passive or Detractor.