NPS and Average Rating – Catch Unhappy Guests

At the top of Feedback (Bokning → Feedback) there are four key figures that give you a quick read on guest satisfaction. Two of the most important are average rating and NPS.

Average rating

The average rating is the mean of the overall ratings (1–5 stars) shown by your current filters, rounded to one decimal. The date range refers to when responses were submitted. Changing the period or minimum rating also changes the figures. Choose Alla to include all ratings in the period.

What does NPS mean?

NPS stands for Net Promoter Score and is based on a single question the guest is asked: How likely are you to recommend us to a friend? (0–10). The answers are divided into three groups:

NPS is calculated as the share of promoters minus the share of detractors. The result lands between -100 and +100. Only guests who answered the NPS question count towards NPS. For example, 6 promoters, 2 passives, and 2 detractors give (6 − 2) / 10 × 100 = +40.

The score is green from +50, amber from 0 to +49, and red below 0. 0 also appears when there are no NPS answers, so check whether the response cards contain NPS scores. Compare the same selection over time and read the comments before drawing conclusions from a small sample.

Catch low ratings

The Låga betyg (≤2) figure counts how many guests gave an overall rating of 2 stars or lower. These rows are also marked with a red border and a warning flag in the list, so they do not get lost among the satisfied guests.

You can also get an email alert the moment a low rating comes in. Turn it on under Bokning → Inställningar → No-show & SMS → Feedback:

• Larma vid lågt betyg – enables email notifications.
• Tröskel — helhetsbetyg lägre eller lika med – choose 1–4 stars. Ratings at or below that value trigger an alert. The list’s Låga betyg (≤2) figure still counts only one- and two-star ratings.
• Mejladress för larm – an optional address; otherwise the alert goes to the restaurant's administrators.

How to act

Choose Alla in the rating filter and look for cards marked Lågt betyg. The ≥3, ≥4, and ≥5 buttons hide low ratings; there is no separate low-rating filter. Read the comment, check the visit date, and find the correct booking before following up with the guest. Assign responsibility for the follow-up and record what you agree.