NPS -- Net Promoter Score

NPS -- Net Promoter Score -- measures how likely a guest is to recommend the property. Scale 0 to 10, promoters at 9 and above, detractors at 6 and below. The score is the difference. It is an indicator -- not a steering tool, as long as nobody uses it operationally.

Collecting and filing is not quality management.

What we see in practice: A resort hotel collects NPS via check-out card, average 7.8. What happens after that? The number lands in the monthly report, gets a brief comment, never gets followed up. No segmentation -- repeat guests versus first-timers. No correlation with review platforms. No comparison with feedback from peak season. A 7.8 can be a good signal or a bad one -- depending on what sits behind it. The property doesn't know, because nobody looked. NPS is not the enemy. It is a useful tool when somebody works with it. Otherwise, it is a number that fills paper.