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There’s still a lot of debate around what actually counts as a “good” NPS in hospitality, especially as guest expectations keep shifting. In general, industry averages often place a “good” score somewhere above 30, and anything above 50 is considered strong. However, these global benchmarks can be misleading because they blend very different types of properties, from budget hotels to ultra-luxury resorts.
This is why many argue that hotels should not rely too heavily on global averages. A luxury property, for example, is usually expected to operate at a much higher standard of service, meaning its target NPS should realistically be higher than a budget hotel. At the same time, budget and midscale hotels may still be performing well even if they sit closer to the global average, as their guest expectations are different by design.
In practice, hotel NPS becomes more meaningful when it’s compared within a specific segment rather than across the entire industry. Segment-based benchmarks give a clearer picture of performance and help hotels set targets that reflect their actual guest promise, rather than chasing a universal number that doesn’t account for context.