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How to Measure Your Customer Satisfaction with Our NPS Trend Page Over Time

December, 2019

The Net Promoter Score (or simply NPS) is a powerful metric to measure the satisfaction and loyalty of your guests. It’s a key indicator to gauge their willingness to not only return for another stay in your hotel but also make a recommendation to their family, friends or colleagues. By asking the simple question “How likely are you to recommend our hotel to a friend or colleague?” based on a scale from 0-10, you get valuable insights into the experience of your guests.

As the NPS is such an important key performance indicator, we want to enable you to analyze it in more detail and track it over time. Instead of getting a snapshot of your performance at a certain point of time, our NPS Trend Page allows you to monitor your performance and detect trends and fluctuations.

Why should I track my NPS over time?

Your Net Promoter Score is a real-time metric. Therefore, you can measure it on a daily basis. But just as a single snapshot of a soccer match won’t help you predict a tournament winner, a single NPS result won ́t provide you a lot of context and insights. It tells you where you stand at the moment and you can compare it with the industry average, but that’s it.

Its true power is revealed over time, when you can see trends and fluctuations. Tracking your NPS score allows you to truly evaluate your performance and whether your efforts are successful. Once you have an understanding of how your NPS changes over time, you can investigate which factors may have contributed to it. It is always advisable to investigate further and to ask follow-up questions in your post-stay survey like “What didn’t you like about your stay?” or “What can we improve?”. It’s crucial that you always try to zoom in to understand the context and reasons behind your guests ́score and understand what can and should be improved.

Our NPS Trend Page at a Glance

  • Filter Your Data by Time: Our solution automatically calculates and graphs your NPS. You can filter the data by the last 7, 30, 90, or 180 days or even take a 12-month visualization to get a wider look at how your Net Promoter Score is evolving over time. Or choose an individual period of time with the filter on top of the page.
  • Show the Responses: Next to displaying the NPS and its fluctuation, you can show the responses and the number of promoters (score 9-10), passives (7-8) and detractors (0-6).

Our NPS Trend Page allows you to monitor your performance and detect trends and fluctuations.

 

In addition, you can show the number of responses divided by Promoters, Passives and Detractors.

 

How to Access the NPS Trend Page?

  1. To access the NPS Trend Page you simply log in to your dashboard.
  2. Click on “Statistics” on the menu on the left and chose “NPS Trend” from the drop down menu.
    Alternatively:
  3. Click on the NPS widget in your dashboard.
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