If you want to assess how popular your restaurant is, you have several options.
- Customers fill out feedback cards.
- You read all your reviews on Trip Advisor, Yelp etc.
- Science time …
A net promoter score (NPS) allows you to work out the balance of people who like or dislike your venue. To be more precise, those who offer their opinions. The score can range from -100% to +100%.
The calculation is very straight forward. If you use a site such as Trip Advisor then you get rated from 1-5. If you take 1 or 2 as a detractor, then give a score of -1 to each of those ratings. For 4 or 5, say +1.
You then add up all the -1, 0 and +1 scores to a total of all your ratings. Divide this number into the total number of ratings and you have a score from -1 to +1. Change this to a percentage and that’s the NPS.
If you play around with the attached spreadsheet you could also track how you are doing over time. Is your NPS improving or not?
It’s a very good tool.
Right click to download NetPromoterScore.xls