It’s the Most Asked Survey Question — But Does It Make Any Sense?

Why “How Likely Are You to Recommend?” Might Be the Wrong Question In this mini-episode of Feedback Matters, Jeff and Rich tackle one of CX measurement's most sacred cows: the Net Promoter Score question.

👉 “How likely are you to recommend our hotel to a friend or family member?”

It sounds smart. It looks official. It’s everywhere.

But have you ever really thought about what it’s asking?

We dig into why this question often fails to deliver useful insight, especially in hospitality. From scale confusion to vague context, we make the case that it’s time to rethink how we measure guest loyalty.

This is just the beginning — in an upcoming episode, we’ll break down how NPS is actually calculated (and why that might be an even bigger problem).

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