The Net Promoter Score (NPS) is an old metric that is making its way into the hospitality scene. It is one of the ways to measure the loyalty that exists between your company and your customers. You'll find your AreTheyHappy NPS Score in your Insights section.

Your Net Promotor Score

Your NPS will be a score between -100 and +100. 

A positive score (over 0) means that you have more advocates (promoters) willing to recommend you than critics (detractors).

-100 means that every one of your customers is a detractor.
+100 means that every one of your customers is a promoter.

For most of us, our scores will be somewhere in the middle. 🤓

Methodology

The standard methodology is to ask a customer how likely they are to recommend you to someone they know, on a 0-10 scale.

If the respondent chooses between 1-6, they're not likely to promote you and might even say negative things about your business. If they choose 7-8, they're considered passive. Those who choose 9-10 are your promotors.

Your AreTheyHappy NPS

We know that it can be difficult to get customers to fill out surveys. It can also feel pushy and unnatural for many.

However, there is an untapped source of data for understanding "how likely your customers are to refer or promote your business" and these are your reviews. In many ways, these are great indicators because this is feedback that has been left behind as a result of a customer's "free will." He or she actually wanted to leave feedback for you to read and learn from.

So, what we do is this:

We collect all of your reviews on all review channels, i.e. Facebook, TripAdvisor, Google, Foursquare, Yelp, Zomato, Formitable, Table Bookers, etc.

We align 5 star reviews and 10 star reviews so that we can compare them with each other.

Then, the reviews are sorted as follows: 

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fuelling growth.
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

 
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which as mentioned above can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter). Click here to find out: Do I have a good NPS?

Note:

Now, you might use other NPS survey systems (via email, SMS or tablet on location itself), or mystery visits, or you might have your own loyalty program. Not to worry. Your data can be easily integrated and combined with AreTheyHappy's NPS so that you have more complete data points for your analysis.

We further note that if enough customers want us to develop an NPS questionnaire, we would be happy to consider adding that to the backlog! 

If you have any questions, concerns or suggestions in the meantime, please do not hesitate to reach us via email at [email protected] or by clicking the support chatbox on the lower right side of your screen. We appreciate your support and feedback! 🙏💕

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