Guest Satisfaction Score (GSS)
Average post-stay guest rating measuring overall satisfaction with the hotel experience
What is Guest Satisfaction Score (GSS)?
Guest satisfaction score is the average rating hotel guests give in post-stay surveys. It shows how happy guests are with their experience.
Satisfaction drives repeat stays, recommendations and online reviews, so it is central to a hotel's reputation and revenue.
How this KPI is measured
- Function
- Customer Success & Service
- Sub-function
- Satisfaction
- Industry
- Hospitality & Hotels
- Type
- Lagging
- Impact
- Quality
- Unit
- score (1–10)
- Measurement frequency
- Monthly
- Formula
- Sum of guest satisfaction scores / Number of post-stay survey responses
How to calculate it
Add up the guest satisfaction scores and divide by the number of post-stay survey responses.
For example, if 500 guests gave scores totalling 4,300 out of 10, the score is 8.6.
Survey soon after the stay, use consistent questions, and analyse by department, such as rooms, service and food, to find what to improve.
Where it is used
Improving service
Find weak areas.
Protecting reputation
Reduce poor reviews.
Comparing hotels and teams
Share good practice.
How to improve it
Tips and common mistakes
- Fix problems during the stay where possible.
- Compare with online review scores.
- Track by department.
More Customer Success & Service kpi library
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