NPS Benchmarks for Hospitality
Hospitality NPS is driven by the gap between expectation and reality. Properties that set accurate expectations in marketing and then deliver small surprises during the stay consistently earn promoter scores. Boutique hotels often outperform large chains in NPS.
NPS Score Distribution
NPS scale: -100 to +100
Score Breakdown
+42
Average Score
+39
Median Score
+20
Bottom Quartile
+56
Top Quartile
+70
Top Performers
Tips to Improve Your NPS
- 1
Send a pre-arrival survey to personalize the guest experience.
- 2
Empower front-line staff to resolve complaints on the spot without manager approval.
- 3
Follow up within 24 hours of checkout with a short NPS survey.
- 4
Use guest preferences from previous stays to personalize future visits.
- 5
Monitor review platforms alongside NPS for a complete picture of sentiment.
Track Your Own Benchmarks
Stop guessing where you stand. FeedPulse tracks your NPS, CSAT, and CES scores over time so you can benchmark against industry averages.