Plain English: what NPS is, the exact sum behind it, the time period and rules, where the numbers come from, and how it feeds into the team score.
NPS — Net Promoter Score — is the single number for guest satisfaction. It comes straight from real guest feedback left after a visit, scored out of five stars, and turned into one figure per pub.
NPS is about the whole guest experience, so it's a pub-wide figure — every team member at that pub carries the same NPS. It's the part of the score where the team rows together.
Each guest rates their visit from one to five stars. We sort every rating into one of three groups — the classic NPS split, adapted to a five-star scale.
Only visits from the past 180 days count (by visit date, UK time). Older feedback rolls off, so the figure always reflects the last six months of guests.
A pub needs 5+ reviews in the window before it gets an NPS at all. Below that it's left blank, so one or two reviews can't create a wild number.
Calculated separately for each venue, then shared by everyone on that pub's team.
Reported as an integer from −100 to +100 — the same figure on every screen.
Earlier, different screens used different windows — one used just 90 days, which was thin enough that a couple of quiet weeks swung the number and made the same pub look different in different places. We standardised on 180 days: long enough to be stable and fair, recent enough to still reflect how the pub is doing now. The 5-review minimum stops a slow week from producing a misleading score.
After a booking, guests are invited to rate their visit. Those star ratings are the raw material — genuine diners, not staff estimates.
Feedback is pulled from ResDiary into The Club automatically and stored per pub. That's the single source every screen reads, so Club, Analytics, Coach and the Test Player app all show the same NPS.
If a pub's live feed isn't flowing yet, an NPS can be typed in by hand so the score still works. The moment real feedback is available, the live feed takes over automatically — the typed figure is never used ahead of real guest data.
NPS is one of the weighted behaviours in the sales score (see the main score briefing). It's scored against a target on the same curve as every other metric — hit the NPS target and it earns the on-target score, beat it and it climbs, fall short and it drops.