Net Promoter Score (NPS) asks guests whether they would recommend you. Customer Satisfaction Score (CSAT) asks them to rate a transaction. The Global Review Index (GRI) aggregates your public scores from TripAdvisor, Google, and Booking.com into a single number. These tools have become the industry standard, and in many ways, they have served a purpose.
But they all share a fundamental flaw. They look backwards.
