Welcome to Feedback Matters, the podcast dedicated to the art and science of listening to your guests/customers. Join us as we break down:
Consumer Behavior: Exploring the intersection of loyalty, guest/customer experience, and the power of online reviews.
Survey Design: Best practices for gathering high-quality, actionable data.
Data Analytics: Modern strategies to turn feedback into meaningful insights.
Master the art of listening to your guests/customers...one episode at a time.
NPS Changed Customer Feedback. Now Can We Do Better?
You know the email. You stay at a hotel, eat at a restaurant, buy a product or use a service, and soon afterward it lands in your inbox: “How likely are you to recommend us?” Pick a number and you’ve just become part of a Net Promoter Score.
NPS is everywhere; from hotels, restaurants and retailers to B2C and B2B product and service companies. For more than 20 years, that familiar question has been showing up in customers’ inboxes while the resulting scores have become a fixture on managers’ dashboards.
In this episode of Feedback Matters, Jeff Robbins and Rich Raffel take a fresh look at NPS more than two decades after its introduction. Why did it become so popular? What exactly is it measuring? And what are some of the quirks and potential pitfalls of its rating scale and scoring methodology?
The discussion was sparked by two separate guest surveys Jeff received following the same hotel stay. Both asked about recommendation...but in very different ways. One simply asked, “Would you recommend us?” Yes or no. The other asked the familiar NPS question on a numerical scale. That seemingly small difference raises a much bigger question about what NPS is really measuring.
Jeff and Rich also look at what NPS got right—particularly the simplicity that helped make it so successful—and whether, more than 20 years later, it’s time to rethink how we measure recommendation, loyalty and the customer experience.
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Want us to take a look at your feedback loop? 👉 https://www.guestinsight.com/book-a-f... ➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖
25 Jul 2026
One Hotel Stay. Two Guest Surveys. Why?
Host Jeff and Host Rich analyze two guest surveys from one hotel stay, revealing insights into survey design and the guest experience.
6 Jul 2026
So Close To Nailing It!
Host Jeff and guest Rich analyze a hair salon's feedback process, revealing how small details impact customer insights and improve feedback loops.
Reach and audience
Public platform figures. Ratings count people who left a rating, not total listeners.
Apple Podcasts (US)
5.0 / 5
1 ratings
Podcast Authority Score: 15 / 100
A composite of feed quality, social presence, YouTube performance and engagement. Read the methodology.
Quality
19
Social presence
0
YouTube
0
Engagement
27
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