The KPI Every Hotel Team Should Track Together and How to Calculate NPS

Tracking Customer Satisfaction Score (CSS) can often give managers and teams a false sense security. Alternatively, tracking Your Hotel’s Net Promoter Score (NPS) can be a shocking experience. But it can also be a very rewarding experience as you identify where you are with guest loyalty and work collaboratively with your team to reduce friction and elevate delight for your guests. In this 13-minute video, Adele Gutman explains how CSS and NPS are different, why these leading indicators matter to savvy hospitality revenue and marketing professionals, and how to track these KPIs with your team, your leadership, and hotel owners.

You can listen to The KPI Every Hotel Team Should Track Together and How to Calculate NPS online on Radio and Podcast. Open the player on this page to stream the available audio.

The KPI Every Hotel Team Should Track Together and How to Calculate NPS is an episode from Hospitality Reputation Marketing: Get Great Reviews by Adele Gutman Milne CHBA, CHDM.

This episode is 00:14:55 long.

This episode was published on Aug 9, 2021.

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