Overview

The Net Promoter Score (NPS) is a key metric used to measure guest satisfaction and identify opportunities for revenue growth in RMS.

The NPS Survey and NPS Results Report allow you to collect and analyze guest feedback across critical areas, including:

• Likelihood to Recommend (Referral Potential)

• Quality of Service

• Standard of Facilities

• Area Quality

• Value for Money

Using NPS Surveys in RMS, you can:

• Evaluate guest perceptions across key service areas

• Gain actionable insights to improve customer experience

• Benchmark performance against similar businesses

• Develop targeted strategies for revenue growth

• Identify areas needing improvement

• Set KPI targets to recognize and reward staff performance

• Foster open communication and collect honest guest feedback

Understanding NPS Scores in RMS

Promoters
Guests who score 9 or 10 are considered Promoters. They are loyal enthusiasts likely to return and recommend your property to others. These scores are highlighted in green on the NPS Results Report.

Passives
Guests who score 7 or 8 are classified as Passives. They are generally satisfied but not fully loyal, and may be swayed by competitors. These scores appear in yellow on the NPS Results Report.

Detractors
Guests who score 0 to 6 are identified as Detractors. They are dissatisfied and may damage your brand through negative word-of-mouth, online reviews, or social media. These scores are shown in red on the NPS Results Report.

How the NPS Score is Calculated

NPS = (Number of Promoters − Number of Detractors) ÷ Total Number of Completed Surveys × 100

• Scores of 9–10 indicate excellent guest satisfaction.

• Scores of 7–8 suggest general satisfaction with opportunities for improvement.

• Scores of 0–6 highlight significant areas needing attention.

Special Consideration: Value for Money

Unlike other categories, Value for Money scores require careful interpretation:

• High scores (9–10) may suggest pricing is set too low relative to the quality of services and facilities offered.

• Lower scores (0–6) may indicate guests feel the pricing is too high for what is provided.

This exception helps ensure that pricing aligns appropriately with perceived value and service standards.

NPS Survey Configuration

The NPS Survey is created using a Form Letter in RMS. The survey will automatically use the image set in Photo Setup as the banner background. If no Property Logo is uploaded, the Property Name will be displayed as text on the NPS Survey.

1. Navigate to Setup > Correspondence > Form Letters.
2. Click Add.

1. Enter a Description.
2. Enter the Email Subject Line.
3. Select the Document Format (HTML recommended for surveys).
4. In the Form Letter section, enter your letter content.

1. Place your Cursor where you want the NPS survey link to appear.
2. From the Merge Table, select Reservations.
3. Choose the Merge Field: «rNPS_Survey_URL».
4. Click Save/Exit.
    
5. Set the Form Letter Access.
6. Select Apply.
   

Use

In RMS, the NPS Survey serves as a core tool for measuring customer experience and identifying areas that can drive revenue growth. The NPS Survey can be sent automatically via a Triggered Correspondence Rule or manually from the 'Correspondence' tab within a Reservation. 

Sending a Form Letter that includes the NPS Survey URL allows guests to provide feedback by responding to the predefined NPS Survey questions.

NPS Results Report

Properties can use the NPS Results Report to view their overall NPS Score, as well as review individual survey responses and the associated reservations within a selected date range.