Are your guests willing to recommend your hotel to a friend, family member or colleague? If yes, then you are probably on the right path.
Net Promoter Score (NPS) is a powerful tool used by brands across industries to identify their happy clients (promoters) and the not-so-happy clients (detractors); those who would want their near and dear ones to visit your property based on their pleasant stay, and those who would not.
Of course, the activity is beneficial for hotels as it brings forth the areas that need improvement and helps them better their services in future. Moreover, the more the number of promoters, the better it is for the hotel.
However, one cannot run away from the fact that there would always be some detractors who would leave your property disgruntled and would not hesitate to leave a negative comment or a low rating for your hotel. The presence of these detractors can pull down the hotel’s overall Net Promoter Score, and prove to be a dampener.
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