NPS (Net Promoter Score) measures guest loyalty by asking how likely they are to recommend the hotel on a scale of zero to ten, subtracting the share of detractors from the share of promoters.
Scores of nine and ten count as promoters, seven and eight as passives, six and below as detractors. The resulting number ranges from minus one hundred to plus one hundred and is tracked as a trend rather than judged in isolation.
The score itself is less valuable than the follow-up question asking why. Reading detractor comments weekly surfaces fixable problems, and contacting unhappy guests before they write public reviews converts some complaints into recovered relationships. Consistency of method matters more than the metric's academic debates.
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