tar ratings summarise. Guest reviews diagnose. Here's how to read the emotional intelligence signals hiding in every hotel review, and why they matter.
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.
