While NAM had a somewhat low response rate among hotels, bear in mind that the quality of responses is what truly matters. Make sure to express genuine gratitude to guests who took the time to write a review. And in the event you’re addressing some negative feedback, it’s always best to clearly indicate what steps you plan to take to remedy the issue for future guests.
Despite an incredibly small uptick in the average response rate throughout NAM, the average net promoter score (NPS) increased by 35.9% in 2022. This could be a sign that NAM hoteliers are really working to implement guest feedback.