Net Promoter Score (NPS)
A metric that quantifies customer loyalty by measuring how likely respondents are to recommend a product or service to others.
Net Promoter Score is a customer loyalty measurement based on a single survey question: 'On a scale of 0 to 10, how likely are you to recommend this company/product/service to a colleague or friend?' Respondents are segmented into Promoters (9-10), Passives (7-8), and Detractors (0-6). The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, producing a score ranging from -100 to +100.
Why it matters
In corporate travel, NPS is used to measure traveler satisfaction with the travel programme — the booking tool, the travel policy experience, TMC service quality, and the overall journey experience. A low NPS among frequent travellers is an early signal that something in the program is creating friction: a poorly configured booking tool, an overly restrictive policy, or inadequate support during disruption. Regular NPS measurement gives programme managers a quantifiable, trend-trackable measure of program health.
How it works in practice
TMCs and travel management platforms frequently deploy traveler satisfaction surveys at journey completion, capturing NPS alongside qualitative feedback on specific touchpoints. The resulting data is segmented by route, traveler segment, trip purpose, and program element to identify where experience gaps are largest. Programs that track NPS over time — benchmarking against previous periods and industry norms — can demonstrate the impact of policy changes and tool improvements on traveler sentiment.
The takeaway
Use NPS as a signal, not a scorecard. A score in isolation tells you direction but not cause. Pair NPS data with open-ended comments and segment analysis to identify specific program elements that are driving detractor sentiment. The most valuable NPS programs are those where the feedback visibly influences decisions — travellers who see their input acted upon become advocates; those who see it ignored become louder detractors.