Net Promoter Score (NPS)

Want to know if your diners love you enough to recommend you? Net Promoter Score (NPS) is the loyalty metric that answers this crucial question – and helps you grow smarter, not just harder.

What Is NPS in a Restaurant Context?

NPS measures how likely customers are to recommend your restaurant to friends or colleagues. It’s based on a single, powerful question:

“How likely are you to recommend this restaurant to a friend or colleague?”
(Scale: 0 – Not at all likely, to 10 – Extremely likely)

Based on their responses, customers are grouped into three categories:

• Promoters (9–10): Your superfans who rave about your restaurant and drive referrals.

• Passives (7–8): Satisfied, but not enthusiastic enough to promote you.

• Detractors (0–6): Unhappy diners who might warn others to stay away.

How to Calculate Your Restaurant’s NPS

The formula is straightforward:

NPS = % of Promoters − % of Detractors

Example: If 60% of respondents are Promoters and 20% are Detractors,
Your NPS = 60 − 20 = 40

In the restaurant industry, an NPS between 10 and 30 is considered decent, while anything above 40 is strong.

Why NPS Is a Game-Changer for Restaurant Growth

1. It Reflects True Customer Loyalty

Unlike one-off reviews, NPS gauges long-term sentiment. A high NPS indicates more repeat business, stronger customer relationships, and better retention.

2. Word-of-Mouth Is Still King

Promoters are walking billboards. Their recommendations carry more weight than ads or discounts – and they bring in customers who are already primed to enjoy your brand.

3. It’s More Than a Score – It’s a Feedback Engine

Low NPS scores reveal where you’re falling short—maybe your service needs polish or your music is too loud. High scores reinforce what’s working—be it your weekend brunch or friendly staff.

How Leading Restaurants Use NPS

• Menu Improvements: Noticing a dip in NPS after a new dish launch? Time to rework it.

• Training Focus: A pattern of detractor comments around slow service? It’s a cue for staff training.

• Operational Tweaks: Too many passives during lunch hours? Maybe the experience isn’t fast enough.

The smartest operators act on NPS trends, not just record them.

How to Start Measuring NPS in Your Restaurant

It’s easier than you think. Try:

• Digital surveys sent after a visit

• QR codes on receipts directing diners to a 1-minute feedback form

• Email campaigns asking for a quick NPS rating post-order

The trick? Be consistent. Regular tracking helps you see trends over time—not just one-off anomalies.

Final Thought

NPS isn’t just a buzzword—it’s your window into the minds of your diners. Track it regularly, act on the insights, and watch your word-of-mouth marketing and repeat business skyrocket.

In an industry built on experiences, loyalty is everything. And NPS tells you exactly where you stand.