guest experience workflow

Net Promoter Score (NPS) - The One Simple Question

KMS Blog| Guest Feedback
September 25, 2024•1 min read

Net Promoter Score (NPS) - The One Simple Question

I see this all the time in restaurants:

- Leave us a review!

- Join our VIP club!

- And rarely, HOW DID WE DO?

This one simple question solves for so many other questions (and problems) downstream.

It's called a Net Promoter Score (or NPS).

On a scale of 1-10, how likely would you be to recommend a friend or family member?

That's it. Super simple.

But those numbers have a lot of meaning.

And you don't want to ask someone who hates you for a review.

And the truth is, they have to have a reason to want to fill out the one question survey in the first place.

So this is the flow. Inspired by INFLUENCE by Robert Cialdini and my Coach @fintersean.

I'll be going into this in GREAT DETAIL and automating the shit out of it so you do this EVERY TIME WITH EVERY GUEST.

Know what that does?

Creates a virtuous cycle.

You know what's going on in your guest's mind, you're getting sterling reviews, and you're building your database.

Learn exactly how in Annapolis in October. Sign up at seanfinter.com

Jason Littrell is a world-class hospitality consultant, award-winning bartender, and founder of Hospitality Strategy Lab. With years of experience working at renowned venues like Death & Co in Manhattan and advising top-tier hospitality brands, Jason has a deep understanding of what it takes to create unforgettable guest experiences and profitable bar programs. As a pioneer in the use of AI, automation, and behavioral psychology in hospitality, he’s passionate about making advanced tactics accessible to operators who want to stay ahead in this fast-paced industry. Through his podcast, Jason interviews industry leaders, tech innovators, and behavioral science experts, providing actionable insights and strategies to help you elevate your hospitality game. Whether you’re a bar owner, restaurant manager, or hospitality operator, Jason’s engaging approach and wealth of knowledge make Hospitality Strategy Lab your go-to resource for mastering the art and science of exceptional service.

Jason Littrell

Jason Littrell is a world-class hospitality consultant, award-winning bartender, and founder of Hospitality Strategy Lab. With years of experience working at renowned venues like Death & Co in Manhattan and advising top-tier hospitality brands, Jason has a deep understanding of what it takes to create unforgettable guest experiences and profitable bar programs. As a pioneer in the use of AI, automation, and behavioral psychology in hospitality, he’s passionate about making advanced tactics accessible to operators who want to stay ahead in this fast-paced industry. Through his podcast, Jason interviews industry leaders, tech innovators, and behavioral science experts, providing actionable insights and strategies to help you elevate your hospitality game. Whether you’re a bar owner, restaurant manager, or hospitality operator, Jason’s engaging approach and wealth of knowledge make Hospitality Strategy Lab your go-to resource for mastering the art and science of exceptional service.

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