NPS Calculator
Enter how many guests gave each score on the 0-10 "would you recommend us?" question. Your Net Promoter Score appears instantly, with hospitality benchmarks.
Enter your response counts above to see your score.
How NPS is calculated
NPS = % promoters - % detractors. Guests scoring 9-10 are promoters, 7-8 are passives, 0-6 are detractors. Passives count in the total but not in either percentage, so the score runs from -100 (all detractors) to +100 (all promoters).
Example: 120 responses with 60 promoters, 40 passives and 20 detractors gives 50% - 17% = NPS +33.
What counts as a good NPS in hospitality?
- Above 0 - more promoters than detractors; a working baseline.
- +30 and above - good; guests actively recommend you.
- +50 and above - strong for hotels and restaurants.
- +70 and above - exceptional, world-class loyalty.
Benchmarks vary by segment and country - the trend of your own score month on month is worth more than any comparison table. For the full picture - what moves the score and how to collect it - see our NPS in hospitality guide and the guest satisfaction survey guide.
How to collect NPS responses
Ask "How likely are you to recommend us to a friend?" (0-10) as an optional final question on a short survey, delivered at the point of experience - a QR code at the table or in the room outperforms email follow-ups on both volume and honesty. Keep the survey under a minute: our free feedback form template includes the NPS question in the right place.
FAQ
How is NPS calculated?
NPS = the percentage of promoters (scores 9-10) minus the percentage of detractors (scores 0-6). Passives (7-8) count toward the total number of responses but not toward either side. The result is a score from -100 to +100.
What is a good NPS score for hospitality?
Anything above 0 means you have more promoters than detractors. Above +30 is good, above +50 is strong for hotels and restaurants, and +70 or higher is exceptional. The most useful habit is tracking your own score month on month rather than chasing a benchmark.
How many responses do I need for a reliable NPS?
Treat scores from fewer than 30-50 responses as directional only - a single guest can swing a small sample by several points. The trend across months matters more than any single reading.
What question does NPS use?
"How likely are you to recommend us to a friend or colleague?" answered on a 0-10 scale. In hospitality it works best as an optional final question after an overall star rating.
Track NPS automatically, per venue.
Sentoma collects the recommend question on every survey, calculates NPS per location, and alerts your team the moment a detractor needs recovering.
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