This article describes the NPS Results report, which shows a property's Net Promoter Score (NPS), the average rating for each NPS Survey question, the response rate, and every returned survey for a selected date range.

Overview

The NPS Results report summarises the guest feedback collected through the RMS NPS Survey. It is built in two parts. The Summary shows the total responses received, the response rate, the property's overall Net Promoter Score (NPS) and the average rating for each of the survey questions: Service, Standard of Facilities, Area and Value for Money. The Survey Details section then lists every returned survey, with the guest's rating for each question, the stay dates, the Category, the number of the reservation (booking) the survey was sent for, and any comments the guest left.

Managers and guest experience staff run the report at the end of each month, or after a busy period, to track how guests rate their stay over time, to read individual comments, and to find the guests who need a follow-up. Before you run the report, the NPS Survey must have been set up as a Form Letter and sent to guests, because the report only shows surveys that guests have returned. Each survey shows the reservation number as a link that opens the reservation in a new browser tab.

Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.

Use Cases

• Monthly guest satisfaction review - at the start of each month, management runs the report for the previous month by Survey Date to see the overall NPS and the average rating for each question.
• Follow up unhappy guests - the guest experience team limits the NPS Rating option to the Detractor scores of 0 to 6, reads each guest's comments, and opens the reservation from the report to contact the guest.
• Check a Category's feedback - after a refurbishment, the property limits the Category option to the upgraded Category and compares the Standard of Facilities average with the period before the work.
• Benchmark the property - management sets Comparison to State or Country to see a Group Data row beneath the property's scores and a +/- row showing how far above or below the benchmark the property sits.

How to Access

In the side menu of RMS, go to Reports > Management > Guests > NPS Results.

Report Options

The report options below control the date range, which surveys are included, and how the surveys are ordered and grouped. All options are shown on the panel; there is no More Options section. Set the options, then select Build. The Schedule button and the Schedules tab on the same screen save the report as a Scheduled Report that runs and is emailed automatically.

Column Headers

The NPS Results report has two sections. The Summary at the top of the report shows the response counts and the property's averages. The Survey Details section below it repeats a small block for each returned survey: a grey bar with the stay dates, the survey date and the Category, a row of five ratings, the guest's comments and the reservation number. Where a value depends on a calculation, the Source / Calculation column points to the relevant concept under Data Sources & Calculations. The Area and Category names on the report follow the property's System Labels, so the Area column and the Area Rating column may read, for example, Site or Room.

Summary section

Survey Details section

Data Sources & Calculations

The following concepts govern the figures in the Summary section and the colouring of the ratings in the Survey Details section.

Net Promoter Score

The Net Promoter Score is calculated from the NPS Rating each guest gives on the NPS Survey, which asks how likely the guest is to recommend the property on a scale of 0 to 10. Each response is classed by its score:

• Promoters score 9 or 10. They are loyal guests who are likely to return and recommend the property. Promoter ratings are shown in green on the report.
• Passives score 7 or 8. They are satisfied but not enthusiastic, and could be attracted by a competitor. Passive ratings are shown in yellow on the report.
• Detractors score 0 to 6. They are unhappy guests who could damage the property's reputation through negative word of mouth, social media or review websites. Detractor ratings are shown in pink on the report.

The score is then calculated as:

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

The result ranges from -100, where every guest is a Detractor, to 100, where every guest is a Promoter. Passives count towards the total number of surveys but not towards the Promoter or Detractor figure. For example, 11 returned surveys with 3 Promoters, 7 Passives and 1 Detractor give an NPS of (3 - 1) ÷ 11 × 100 = 18.18.

Question averages

The Service, Standard of Facilities, Area and Value for Money columns in the Summary each show the average of the matching rating across all returned surveys in the report. They match the four rating columns on each survey in the Survey Details section: Service Rating, Facility Rating, Area Rating and Value Rating.

Scores of 9 to 10 indicate excellent guest satisfaction, 7 to 8 indicate general satisfaction with room for improvement, and 0 to 6 highlight areas that need attention. Value for Money is the exception. A high Value for Money score of 9 or 10 can mean the price is set too low for the services and facilities the Category provides, while a low score can mean guests consider the price too high for what is provided.

Each average is the total of that rating across the returned surveys divided by the number of surveys returned, so a survey with a very low score pulls the average down noticeably when the number of responses is small.

Response rate

Total Responses is the number of surveys that match every report option. Responses Rate divides that number by the number of surveys sent and shows the result as a percentage. RMS counts a survey as sent when a Form Letter that included the NPS Survey link was sent for a reservation at the selected properties and Categories, and the letter's sent date falls inside the Date range. Each reservation is counted once, however many letters it received. For example, 11 responses against 14 surveys sent gives a Responses Rate of 78.57%.

The surveys-sent count always uses the date the letter was sent, while Total Responses uses the Survey Date or Depart Date selected under Report By. Over a short Date range the two counts can cover different reservations, so the rate is most meaningful over a full month or longer.

Survey Date and Depart Date

Each survey carries two dates that the Report By option can use. The Survey Date is the date the guest completed the survey and is shown in the grey bar above each survey. The Depart Date is the departure date of the reservation the survey was sent for and appears in the Stay Dates. A guest can complete a survey days after departure, so a survey can fall inside the Date range under one option and outside it under the other. For example, a stay that departed on 18 January with a survey completed on 25 January is included in a report for 20 to 31 January by Survey Date, but excluded from the same report by Depart Date. Survey dates are recorded and filtered in the property's local time zone.

Comparison benchmark

RMS stores every NPS Survey response centrally, which lets the report compare a property against other RMS properties. When Comparison is set to Group, State or Country, the report finds every other RMS property whose client record with RMS shares the same group, state or country as the property being reported, and adds two rows beneath the property's row in the Summary. Group Data is the Net Promoter Score and the four question averages calculated across every survey those other properties have ever received, for all dates and all ratings. +/- is the property's figure minus the Group Data figure in each column, so a negative value means the property scored below the benchmark. For example, a property NPS of 18.18 against Group Data of 52.47 shows -34.29 in the +/- row.

The comparison rows appear only when the report covers a single property. When the report covers two or more properties, the Summary shows a Total Average row instead and no comparison rows. Group produces no rows when RMS has not placed the property in a group. The group, state and country used for the comparison come from the property's client record held by RMS, not from Property Information, so RMS Support can check them if a comparison returns no rows.

Please Note! The Summary is calculated from the surveys that match all of the report options, not from every survey the property holds. When NPS Rating is limited to 0 to 6, every remaining survey is a Detractor and the Net Promoter Score shows as -100.00; when it is limited to 9 and 10 the score shows as 100.00. Run the report with all ratings selected to see the property's true score, then narrow the rating to read the individual surveys.

Please Note! The report includes responses to the RMS NPS Survey only. Responses collected through the ReviewPro NPS integration are viewed on the Survey Results screen in RMS and are not included in this report.

Related Reports

• Guests by Region Report - where the property's guests come from, based on the Region recorded on each Guest Profile.
• Guest Audit Trail Report - every Guest Profile created or modified within a selected date range.
• Banned List Guests Report - the guests who are not permitted to stay at the property.
• Guest Loyalty Credits Report - loyalty credits earned, redeemed and available for each enrolled guest.

Related Articles

• NPS Survey for guest feedback - how the survey works and how to set up the Form Letter that sends it.
• Set up Form Letters - the Form Letter that carries the NPS Survey URL merge field.
• Triggered Correspondence - sending the NPS Survey automatically with a Triggered Correspondence rule.
• User Access to Schedule Reports - the Security Profile access needed to schedule reports.