Guest satisfaction survey: simple NPS + template
NPS is the difference between promoters (score 9–10) and detractors (0–6). A 3-question post-checkout survey creates a chance to resolve privately what would become a public bad review — and boosts the positive ones that get shared.
By Helena Pradoupdated on August 03, 20263 min read
NPSsatisfaçãoexperiência do hóspede
Why measure before the guest posts?
Because the bad review that appears on Google is the one nobody can reverse. If you discover the rating will be low BEFORE the guest leaves, you have minutes to resolve it at the front desk. If you discover it after, when it becomes a public comment, it's registered forever. A quick survey at checkout puts you ahead of the problem: not every disappointed guest will complain on the internet, but whoever complains will speak loudly.
The faster you respond and resolve privately, the fewer bad reviews reach the platforms. Properties doing this systematically have RevPAR up to 12% higher, according to a study with 25,000 hotels.
What is NPS (and how to calculate in 30 seconds)?
NPS stands for Net Promoter Score — basically, the difference between who would recommend (promoters) and who wouldn't (detractors). Here's how it works: ask a number from 0 to 10, group into three categories — 9–10 is promoter, 7–8 is neutral, 0–6 is detractor — then subtract: (% of promoters) minus (% of detractors). If 40% give 9–10 and 20% give 0–6, your NPS is 20.
Done. No averages, no weighted averages, no complications. That simplicity is exactly why it works.
When and where to ask?
The ideal timing is at checkout or right after the guest leaves. The best channel depends on your operation — paper works at the front desk, WhatsApp works after they leave (no rush), and a QR code in the room works for guests who like answering on the spot. Here's the breakdown:
| Channel | When | Pros | Cons |
|---|---|---|---|
| Paper at desk | At checkout | Immediate response, in-person | Queues, uncomfortable voicing criticism |
| WhatsApp (link) | 2h after checkout | No queue, privacy | Higher rejection, delayed response |
| QR code in room | During stay | Can be automated | Low completion if guest doesn't see it |
What 3 questions to ask (ready-made template)?
Too simple doesn't capture anything; too complex and nobody answers. The 3 magic questions are:
1. On a scale of 0 to 10: how likely are you to recommend our inn to a friend?
2. What did you like most?
3. What was missing or could be improved?
Done. The first is the NPS. The second tells you what to replicate. The third flags the issue. No ten separate questions about towels, Wi-Fi, and cleaning — these three capture everything and let the guest speak to what really matters.
What to do with a low score?
When someone gives 0–6, the right reaction is almost always: thank them for the feedback, offer a way to resolve it right there (could be a refund, a free night, or just listening and understanding) — and this is critical — don't try to defend. A low-score guest wants to be heard, not convinced. Log the cause: was it cleaning, noise, service? Use that log to brief the team.
If it doesn't resolve at checkout, respond on WhatsApp the same day — before they post.
How to turn a high score into a public review?
When the score is 9 or 10, the moment is different: you don't need to fix anything, just reinforce it. A simple invitation ("I'm so glad you felt comfortable here — if you could leave a review on Google, we'd be thrilled!") lands better than nothing. But be careful: the invitation must be honest, no click-farming links, and within each platform's rules — Booking doesn't want external links, Google does, and Airbnb has a time window.
The goal is turning that private score into a public testimonial, legitimately.
Listen privately, shine publicly: ViaHotel's post-stay survey runs itself, alerts you to low scores before they become reviews, and lets you respond with intelligence. Try free for 14 days, no credit card.