Generate with AI

Net Promoter Score (NPS) Survey for Hotels

A hotel stay is a chain of dozens of small moments, from the speed of check-in to the comfort of the bed and the warmth of the staff at breakfast. Any weak link can turn an otherwise great stay into a one-star review. Guest surveys let you measure each stage of the journey so you can fix issues before they spread across booking platforms that directly shape your occupancy. Well-timed feedback reveals how cleanliness, room comfort, front-desk service, amenities, and value compare to what guests expected and paid for. It also helps you separate quick fixes from structural ones that need investment, and gives you data to recover an unhappy guest before checkout rather than after a public review.

Create this survey — free Browse all templates

Why it matters

  • Negative public reviews on booking sites that lower future occupancy
  • Slow or crowded check-in and check-out experiences
  • Inconsistent room cleanliness and maintenance across floors or seasons
  • Hard-to-measure satisfaction with amenities like breakfast, pool, spa, and Wi-Fi
  • Guests whose problems are never raised to staff during the stay
  • Difficulty proving whether a renovation or service change actually helped

Recommended questions — Hotels

1
How satisfied were you with the check-in process?
csat
2
How would you rate the cleanliness and comfort of your room?
rating
3
How likely are you to recommend our hotel to others?
nps
4
How helpful and courteous was our front-desk and concierge staff?
rating
5
Which amenities did you use during your stay?
checkbox
6
Did the room match the description and photos from your booking?
boolean
7
How would you rate the value for money of your stay?
rating
8
What one thing would have made your stay better?
comment
9
How likely are you to recommend us to a friend or colleague?
nps
10
What is the main reason for the score you gave?
comment
11
Which part of your experience influenced your score the most?
dropdown
12
What is one thing we could do to improve your experience?
comment
13
How long have you been a customer?
radiogroup
14
May we contact you to follow up on your feedback?
boolean
15
Overall, how satisfied are you with us today?
rating

Common use cases

  • An in-stay survey on day two to catch issues while the guest is still on site
  • A post-checkout email summarizing the full stay experience
  • A QR code in the room linking to a quick housekeeping and comfort survey
  • A front-desk tablet survey right after check-in
  • An amenity-specific survey for the spa, restaurant, or events team
  • A loyalty-tier survey to understand repeat and corporate guests

What it is — Net Promoter Score (NPS) Survey

A Net Promoter Score survey measures customer loyalty using a single question: how likely a customer is to recommend your company, product, or service to a friend or colleague, rated from 0 to 10. Respondents are grouped into promoters, passives, and detractors based on their score. NPS distills the strength of a customer relationship into one trackable number, making it easy to benchmark over time and across segments. A short open-ended follow-up captures the why behind the score, turning a simple metric into a source of concrete, prioritized improvements.

When to use it

Use NPS as a relationship metric on a recurring cycle, such as quarterly or twice a year, to track loyalty trends across your customer base. It also works as a transactional pulse after major milestones like onboarding completion, renewal, or a significant support resolution. Run it when you want a simple, comparable number to share with leadership and to benchmark against competitors and industry standards.

How it is measured

Scores of 9 to 10 are promoters, 7 to 8 are passives, and 0 to 6 are detractors. NPS equals the percentage of promoters minus the percentage of detractors; passives are excluded from the calculation. The result is a whole number between minus 100 and plus 100. For example, 50 percent promoters and 20 percent detractors gives an NPS of plus 30. Track the trend and always read the follow-up comments to understand what is driving it.

Frequently asked questions

Both serve different goals. A short in-stay survey, often on the second day, lets you catch a cold room or a missed wake-up call while you can still fix it and rescue the experience. A post-checkout survey captures the complete journey and is best for tracking trends and Net Promoter Score. The ideal program uses a brief in-stay touchpoint focused on immediate service recovery, followed by a fuller post-stay survey. This combination protects your online ratings, because you resolve problems before the guest reaches a review site, while still measuring overall performance.
Hotels in KSA and the UAE host guests from across the region and the world, so a single-language survey leaves data on the table. Offer the survey at minimum in Arabic and English, with right-to-left layout for Arabic, and consider adding other major guest languages based on your market mix. Detect language from the booking channel or let guests choose at the start. SurveyMaker supports multilingual publishing from one link, so a guest from Riyadh, a business traveler from London, and a family from elsewhere each answer comfortably, and you keep all responses in one unified report.
You cannot stop reviews, but you can intercept dissatisfaction earlier. Trigger an in-stay survey so problems surface while the guest is still in the building, and set up alerts so any low score or negative comment notifies the duty manager immediately. A quick personal apology, a room upgrade, or a corrected bill often turns a would-be critic into a loyal guest. The goal is service recovery, not review suppression. When guests see you respond fast and sincerely, many choose to share that positive resolution publicly instead of the original frustration.
Likelihood to return and likelihood to recommend are the two strongest predictors, so always include an NPS-style question. Pair it with a value-for-money rating, because guests who feel they overpaid rarely come back even if everything else was fine. Cleanliness and bed comfort scores matter heavily for repeat business, as does the warmth of the staff, which guests remember long after they forget the décor. Keep an open comment field too, since the specific reasons guests give for returning, or not, often point to a single fixable detail that drives loyalty.
Any score above zero means you have more promoters than detractors, which is a positive sign. Scores above 30 are generally considered good, above 50 excellent, and above 70 world-class. However, benchmarks vary dramatically by industry; a great NPS in insurance may be average in software. The most useful comparison is your own score over time and against direct competitors. Focus on steadily converting detractors and passives into promoters rather than chasing a single universal target number.
The classic NPS survey is just two questions: the 0-to-10 likelihood-to-recommend rating, followed by an open-ended why. This minimalism is the format's biggest strength and drives high completion rates. You can add a few optional follow-ups, such as a satisfaction rating or a segmentation question, but keep the total under five to avoid eroding response rates. The rating question must always come first and should never be altered, so your scores stay comparable over time and against benchmarks.
For relational NPS that tracks overall loyalty, surveying each customer once a quarter or twice a year is typical, with a rolling sample so you always have fresh data without over-surveying anyone. For transactional NPS tied to a specific event, trigger it after the interaction but cap how often any individual is asked. Maintain a cooldown of at least 30 to 90 days between requests to the same person. Consistent timing matters more than frequency, because it keeps your trend line meaningful and comparable.
Promoters score 9 or 10; they are loyal enthusiasts who fuel growth through referrals and repeat business. Passives score 7 or 8; they are satisfied but unenthusiastic and vulnerable to competitors. Detractors score 0 to 6; they are unhappy and can damage your brand through negative word of mouth. The score only counts promoters and detractors, but passives still matter: nudging them toward promoter status is often the fastest way to lift your NPS, since they already have a generally positive view.

Related surveys

Net Promoter Score (NPS) Survey Hotels
Net Promoter Score (NPS) Survey for Restaurants Net Promoter Score (NPS) Survey for Clinics Net Promoter Score (NPS) Survey for Banks Net Promoter Score (NPS) Survey for Retail Stores Net Promoter Score (NPS) Survey for SaaS Startups Net Promoter Score (NPS) Survey for Schools Net Promoter Score (NPS) Survey for Universities Net Promoter Score (NPS) Survey for Gyms

Ready to start collecting answers?

Build it with AI or a template and share it in minutes — no design skills needed.

Create this survey — free
50k+teams & creators
100+surveys built
7languages
★★★★★loved by users
Free plan, no credit card GDPR-ready & SSL secured Arabic & RTL support Set up in minutes
★★★★★

“We built our customer-satisfaction survey with AI in under two minutes and had responses the same afternoon. The Arabic support is excellent.”

Placeholder — replace with real customer · CX Manager, Your Customer Co.
★★★★★

“The template library saved us hours. We launched an NPS program across three branches without any design work.”

Placeholder — replace with real customer · Operations Lead, Retail Group
★★★★★

“Switching from a pricier tool was painless and the real-time analytics are exactly what we needed for our events.”

Placeholder — replace with real customer · Events Director, Conference Org
Your BrandAcme Co.Retail GroupHealth ClinicEventCoEduSchool

Explore more

Survey types

Customer Satisfaction Survey Net Promoter Score (NPS) Survey Customer Satisfaction Score (CSAT) Survey Customer Effort Score (CES) Survey Employee Feedback Survey Employee Engagement Survey Exit Interview Survey Event Feedback Survey

Industries

Restaurants Hotels Clinics Banks Retail Stores SaaS Startups Schools Universities

Compare all alternatives

vs SurveyMonkey vs Typeform vs Jotform vs Google Forms vs Microsoft Forms

All locations

Saudi Arabia United Arab Emirates Qatar Kuwait Bahrain Oman Egypt Jordan
Build your first survey with AI — free No credit card · ready in seconds Get started