Here are some of the best questions for a hotel guest survey about net promoter score, plus tips to help you craft them. If you want to build an effective survey in seconds, you can generate a conversational survey with Specific’s AI-powered tools.
Best open-ended questions for hotel guest surveys about net promoter score
Open-ended questions get to the heart of guest feedback, helping you discover the real stories behind each score. They’re best when you want honest, unfiltered insights in your guests’ own words, especially on what makes an experience exceptional or disappointing. 86% of travelers say they’re willing to pay more for a better customer experience—personalized and authentic comments give you the clearest map to what “better” means to your guests. [1]
What is the main reason for the score you gave us today?
Can you tell us about a moment during your stay that stood out?
What is one thing we could have done to better meet your expectations?
If you could change one thing about your experience, what would it be?
How did our staff’s friendliness or attitude impact your stay?
What was the most enjoyable part of your visit with us?
Were there any issues you faced that we should know about?
How did your room or amenities contribute to your impression of the hotel?
What would make you more likely to recommend us to friends or family?
Is there anything else you’d like to share about your experience?
Best single-select multiple-choice questions for hotel guest NPS surveys
Single-select multiple-choice questions are perfect when you want straightforward, quantifiable data, or to make it easier for guests to respond. A quick tap is less demanding than typing a paragraph—and each answer can open the door to follow-up questions that bring more context. Use them at the start to identify patterns, then follow up for deeper feedback.
Question: What was the main reason for your visit?
Business
Leisure
Event or Conference
Other
Question: Which aspect of your stay most influenced your score?
Room Quality
Staff Service
Cleanliness
Food & Beverage
Other
Question: How likely are you to stay with us again?
Definitely
Probably
Not Sure
Probably Not
Definitely Not
When to follow up with "why?" Once you have their answer, asking “why” is key to uncovering the story behind it. For example, if a guest selects "Staff Service" as most influential, follow up with: “What about our staff’s service made the biggest impact on your experience?” This turns simple data into meaningful insight.
When and why to add the "Other" choice? Always include "Other" as guests sometimes have unique reasons that your preset options don’t cover. A follow-up lets you discover these unexpected drivers of satisfaction or dissatisfaction, broadening your view beyond assumptions.
NPS question for hotel guest surveys: why it matters
The classic Net Promoter Score (NPS) question—“How likely are you to recommend us to a friend or colleague?”—is vital for benchmarking overall guest loyalty. In the hotel industry, the average NPS stands at 44, but top performers like Marriott reach 51, showing how much a strong NPS can set you apart. [1] Pairing this question with open-ended follow-ups uncovers why guests choose their score, revealing actionable opportunities to improve. To see how this works in a real survey, try Specific’s NPS survey builder.
The power of follow-up questions
Follow-up questions transform surveys from a one-way form into a real conversation. Instead of stopping at a simple score or checkbox, they dig into “why,” explore the context, and capture nuances that standard forms miss. Specific’s AI-powered automated follow-ups ask intelligent, context-aware questions in real time—just like a skilled interviewer—leading to meaningful and actionable feedback in every conversation, without more work for your team.
Hotel Guest: “The room was fine.”
AI follow-up: “Could you share more about what made the room fine, rather than great or poor?”
How many followups to ask? We typically recommend 2–3 automated follow-up questions to get complete, in-depth responses. It’s smart to enable a skip setting, moving on once you’ve gathered what’s needed. Specific gives you full control over this, so your survey is thorough but never exhausting.
This makes it a conversational survey: Because guests experience it as a back-and-forth chat, completion and engagement go up, and responses feel more authentic—everyone wins.
AI survey analysis: Even with lots of rich, unstructured text, analyzing feedback is easy with AI. See how to analyze responses from hotel guest NPS surveys using AI—it’s a game-changer for busy teams.
Automated follow-ups are still new technology; if you haven’t already, generate a survey and see what a difference it makes.
How to write prompts for ChatGPT to create great hotel NPS survey questions
Crafting the right prompt is a big deal—even for AI. Start simple:
Use this first:
Suggest 10 open-ended questions for hotel guest survey about net promoter score.
But here’s the secret: the more background you give the AI (about your hotel, your audience, your goals), the better the questions. Try something like:
I manage a boutique hotel. Our guests are primarily business travelers, and we want to know not just their NPS score, but what we can do to encourage more referrals and loyalty. Suggest 10 open-ended questions.
Once you have a list, structure and categorize with another prompt:
Look at the questions and categorize them. Output categories with the questions under them.
After that, review the categories and focus on what matters most to your property. Deep-dive with:
Generate 10 questions for categories “staff service” and “personalized experience”.
What is a conversational survey?
A conversational survey is more than a digital form—it’s a real-time, chat-style interview between your hotel (or your research team) and your guests. The AI survey builder takes your ideas or prompts and creates a dynamic back-and-forth: it asks questions, listens, probes for more detail, and adapts based on each response.
Here’s a simple comparison:
Manual Surveys | AI-Generated Surveys |
|---|---|
Build each question by hand, tweak for each use case. | Describe what you need—AI designs questions instantly. |
Responses often incomplete, little context. | AI asks clarifying questions automatically. |
Analyzing text answers is time-consuming. | AI summarizes and reveals key themes in moments. |
Why use AI for hotel guest surveys? Because it saves you hours, increases completion rates, and brings out thoughtful feedback guests might hold back in a standard form. AI survey examples, especially those that adapt in real time, let you unlock deeper, more nuanced insights—and act on them right away. Specific offers best-in-class user experience in conversational surveys, making each feedback process feel natural, mobile-friendly, and rewarding for both teams and guests. If you're curious how to get started, check out this step-by-step guide for creating an NPS survey with AI.
See this net promoter score survey example now
Create your NPS guest survey and discover what truly drives loyalty and referrals in just a few clicks—get richer insights, boost guest satisfaction, and take your service to the next level.