NPS & Loyalty
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Hospitality & Travel
What is this template and why does it matter?
It measures likelihood to recommend or rebook, tracked against the property and journey stage. It matters because loyalty in hospitality is won or lost in specific moments — check-in, a service interaction — not the stay as a vague whole.
What questions should I ask?
The core recommendation question, an open-text reason, and a rebooking-likelihood follow-up.
How many questions should it have?
2–4.
When / how often should you send it?
Post-stay or post-trip.
What does a strong result look like?
A trend attributable to a specific property or journey stage. Corvane Journeys maps this stage by stage, so a rebooking dip is traceable to where it started.
Use these questions as a starting point for your research.
Q
On a scale of 0–10, how likely are you to recommend [Property/Brand]?
Q
What's the main reason for your score?
Q
How likely are you to book with us again?
Start with this research template and customize it for your study.
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