NPS and Average Rating – Catch Unhappy Guests

At the top of Customer Feedback (Marketing → Customer 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 all overall ratings (1–5 stars) within the period you selected. A single number showing how guests experience the visit overall. If you change the date range, the average is recalculated instantly.

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. Rule of thumb: above 0 is good, above +50 is really strong. In Customer Feedback the number turns green when it is high and red when it is negative – so you see the situation in a second.

Catch low ratings

The Low ratings 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 Booking → Settings → Feedback:

• Alert on low rating – enables email notifications.
• Threshold – choose the rating at which the alert should trigger (for example, 2 stars or lower).
• Alert email address – an optional address; otherwise the alert goes to the restaurant's administrators.

How to act

An unhappy guest who is contacted quickly often becomes a loyal guest. Filter for the low ratings, read the comment, and reach out to the guest the same day. With the comment and the full guest history in front of you, you know exactly what the conversation is about.