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can hire goldfish Fons at this hotel for a "talkative" stay. Everyone will smile at this service and
get a positive feeling.
Who doesn't want the company of goldfish Fons?
Net Promotor Score
Many people dislike surveys, but there is one type of survey that consists of only one question,
which few people find difficult to answer: the Net Promoter Score (NPS).
The question asked in the NPS survey is:
"How likely is it that you would recommend this company/shop?"
Participants give a score from 1 to 10. In the end, the scores are divided into three categories:
Detractors: These are people who have had a bad customer experience.
Passives: These people have had an average customer experience. Not good but not bad either.
Promoters: These are people with a very positive experience, and they are prepared to
recommend the webshop/site to others.
In the NPS survey, the percentage of very negative experiences is subtracted from the positive
experiences. What remains is a score that says something about the experience.
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