NPS uses a recommendation question scored from zero to ten. Scores of nine or ten are promoters, seven or eight are passives and zero to six are detractors. The score is the percentage of promoters minus the percentage of detractors, as defined by Bain’s Net Promoter System. Source: Bain: Measuring Net Promoter Score

Keep the survey context consistent

Decide whether the question concerns the travel business, a service interaction or the holiday experience. Record when it is asked and who receives it. This gives comparisons a consistent basis and makes it easier to understand what respondents are judging.

Read the reasons behind the number

In a hypothetical survey of 100 people, 60 promoters, 20 passives and 20 detractors produce an NPS of 40. Review the written reasons alongside the score. Use them to select a practical issue to investigate, rather than treating the number as a sales forecast.

Written and updated by Travelgenix. Sources checked on 19 October 2026. Practical advice and examples are Travelgenix editorial guidance.