Guest Satisfaction Score (GSS)
Average satisfaction rating from post-stay guest surveys
FORMULA
GSS = (Sum of Guest Ratings / Number of Responses) / Maximum Scale × 100
Alternate Calculations
NPS
% Promoters - % DetractorsWhat is Guest Satisfaction Score?
Guest Satisfaction Score measures the average satisfaction rating reported by guests after their stay at a hotel or hospitality venue. Based on surveys covering cleanliness, service, amenities, and overall experience.
Higher scores indicate better guest experience and predict repeat bookings and positive reviews. Often reported on 1-10 or 1-5 scales. Critical for online reputation and revenue management.
Chart
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Sample Data
| month | responses | avg_rating | nps |
|---|---|---|---|
| Jan | 240 | 4.2 | 42 |
| Feb | 265 | 4.35 | 48 |
| Mar | 310 | 4.45 | 52 |
| Apr | 325 | 4.52 | 56 |
| May | 340 | 4.58 | 58 |
| Jun | 355 | 4.62 | 60 |
Required Data Columns
total_ratingresponsesaverage_rating