Net Promoter Score in Restaurants: Practical Ways to Increase Yours

Want to know how your guests really feel about your restaurant? The Net Promoter Score for restaurants helps you measure loyalty in a way that’s clear and actionable. It’s more than just a number—it’s a tool to guide better decisions, stronger service, and repeat visits. Let’s break down how it works and why it matters.

UNDERSTANDING THE NET PROMOTER SCORE (NPS)  

Knowing how customers feel about your restaurant is one thing. Measuring it? That’s where NPS comes in. Below, we explain what NPS is and how it helps you track customer loyalty. 

WHAT IS NPS? 

The Net Promoter Score (NPS) is a simple way to gauge customer satisfaction and measure how loyal your customers are. It’s based on one question: 

“How likely are you to recommend us to a friend or colleague?” 

Customers answer on a scale from 0 to 10. Based on their score, they fall into one of three groups: 

• Promoters (9–10): Loyal fans who recommend you to others. 
• Passives (7–8): Satisfied, but not enthusiastic. 
• Detractors (0–6): Unhappy and unlikely to return. 

Your NPS score helps you see how customers feel overall. It’s simple, clear, and easy to track over time. 

WHY IS NPS IMPORTANT FOR RESTAURANTS? 

NPS is more than just a metric. It’s an indicator of how well you’re keeping customers happy and coming back. A higher NPS often means: 

• More loyal guests who return regularly. 
• Better word-of-mouth that brings in new diners. 
• Stronger revenue from repeat visits and referrals. 

It also helps you spot patterns. Are people leaving happy? Are there common issues? NPS gives you a big-picture view of satisfaction, so you can take action before problems grow. In a competitive market, knowing where you stand with guests makes a significant difference. 

HOW TO CALCULATE YOUR RESTAURANT’S NPS 

You’ve got the concept, now it’s time to collect useful data. To calculate NPS, you’ll need to ask the right question and gather honest feedback from your guests. 

IMPLEMENTING NPS SURVEYS 

There are three easy ways to run NPS surveys: 

1. Add them to digital receipts. 
2. Use a tablet at the register or table. 
3. Send follow-up emails after a visit. 

Keep it short and friendly. One question is enough, though adding an optional comment box can provide more context. 

Timing matters too, so ask while the experience is still fresh. And make sure it’s quick to complete. A smooth survey process means more responses and better insight. 

ANALYZING NPS DATA 

Once you collect responses, calculating your score is simple: 

1. Subtract the % of Detractors from the % of Promoters. 
2. Ignore the Passives. They don’t count toward the score. 

For example, if 60% are Promoters and 15% are Detractors, your NPS is +45. 

Next, look at the comments and scores by group. Are Promoters praising service? Are Detractors complaining about wait times? Break it down by visit type, time of day, or location to spot trends. 

6 WAYS TO INCREASE YOUR RESTAURANT'S NPS  

Once you’ve gathered customer feedback, it’s time to act on it. These six steps help turn more guests into Promoters and improve your NPS over time. 

1. FOCUS ON IMPROVING THE CUSTOMER EXPERIENCE

The experience starts the moment someone walks in. These small details add up: 

• Greet guests with a smile and genuine warmth. 
• Keep the atmosphere clean, relaxed, and inviting. 
• Make sure food quality is consistent—from taste to presentation. 

Train your team to be helpful and attentive. Fix issues fast, and make guests feel valued. A smooth, enjoyable visit is what turns “okay” into “amazing.” 

2. ADDRESS DETRACTOR FEEDBACK

No one wants negative feedback, but it’s still useful. Detractors are telling you where things went wrong. The key is to listen and respond quickly. 

First, set up a system to track and respond to complaints. Then, reach out with a sincere apology and a solution. 

From there, look for patterns. Are the same issues coming up repeatedly? Use that insight to make targeted improvements. Fixing one broken step in the guest journey can turn future Detractors into Promoters. 

3. TURN PASSIVES INTO PROMOTERS

Passives aren’t unhappy customers—they’re just not wowed. A little extra attention can have a positive impact. 

Reach out and ask what could’ve made their visit better. You might hear simple fixes: faster service, warmer greetings, or more menu variety. 

Personal touches help too. A thank-you note, surprise discount, or birthday freebie can be what tips the scale toward a lasting impression. 

The goal? Leave them with a reason to come back—and something worth talking about. 

4. LEVERAGE PROMOTER ADVOCACY

Promoters already love what you do. Make it easy for them to spread the word. 

Invite them to leave a quick online review or share their experience on social media. A simple nudge can go a long way. 

You can also reward their loyalty. Referral programs, early access to new dishes, or exclusive perks can keep them engaged and talking. 

Recognition and rewards turn happy guests into powerful advocates. 

5. UTILIZE CUSTOMER FEEDBACK FOR CONTINUOUS IMPROVEMENT

Once you’ve collected feedback, use it to drive change. Build a habit of reviewing responses regularly and looking for trends. 

Are people asking for faster service? Mentioning the same menu issue? That’s your cue. 

Create a simple feedback loop. For instance, collect, review, act, repeat. Then, share findings with your team so everyone stays in the loop. 

Over time, these small changes add up. Guests will notice and your NPS will reflect it. Continuous improvement keeps your restaurant growing in the right direction. 

6. TRAIN STAFF ON CUSTOMER SERVICE EXCELLENCE

Your team is the face of your restaurant. How they interact with guests can make or break the experience. 

Invest in training that covers all the basics. This includes greeting guests, handling complaints, and reading the room. 

Then take it further. Empower your staff to fix small issues on the spot and personalize the experience when they can. 

Confidence and consistency go a long way. When your team knows how to deliver great service, your guests feel it—and your NPS shows it.

2 WAYS TO USE TECH TO IMPROVE NPS 

Technology can help you learn more about your guests and deliver better experiences without adding more work for your team. Here are two ways tech can support smarter, more personalized service that boosts your NPS. 

1. CRM AND CUSTOMER DATA PLATFORMS

A CRM (Customer Relationship Management) system helps you track guest behavior over time. It shows details like visit history, favorite items, or how often someone orders through your online ordering platform. 

With this data, you can personalize your offers. Send birthday email marketing rewards, tailor promotions, or check in after a first visit. You can even use this information to strengthen your brand loyalty program and keep your best guests coming back. 

Customer data platforms also make it easier to spot trends. Are your best customers coming in on weekends? Are new guests not returning? 

These valuable insights help you focus on what’s working and fix areas you’re lacking. This better positions you to keep guests coming back. 

2. FEEDBACK MANAGEMENT TOOLS

Manually sorting through reviews and survey responses takes time. Feedback tools help you automate the process. 

They collect guest feedback across channels like emails, surveys, or online reviews, and organize it in one place. Some tools even flag common issues or alert you when a low score comes in. 

This means faster responses, fewer missed concerns, and clearer trends. You’ll save time and stay on top of what your guests are saying. As a result, you can act before small issues become big ones. 

CASE STUDY: CARLSON RESTAURANTS (TGI FRIDAYS) 

Carlson Restaurants, the parent company of TGI Fridays, used NPS to improve guest satisfaction and business performance. Instead of chasing a higher score, they focused on the behaviors behind it. Here’s what worked:  

• They tracked both monthly and 3-month rolling NPS scores. 
• They simplified surveys to focus on service basics. 
• They linked NPS insights to staff training and guest experience software. 

By staying consistent and acting on guest feedback, they saw stronger loyalty, better employee engagement, and improved financial results. The key? Use NPS to guide action, not just measure it. 

FREQUENTLY ASKED QUESTIONS ABOUT RESTAURANT NPS SCORES  

Trying to make sense of NPS scores in the restaurant space? Here are quick answers to the most common questions restaurant teams ask. 

What is a good NPS score for restaurants? 

A good NPS score for restaurants is typically between +30 and +50. This means most guests are happy and likely to return. If your score is above 50, you're doing great. Scores above 70 are considered world-class. 

What is the NPS score for Chipotle? 

Chipotle's NPS score has been reported at +17, based on customer feedback collected by Comparably. This score reflects a balance of satisfied customers who are likely to recommend the brand, alongside some who are less enthusiastic. It's important to note that NPS can vary over time and may differ across various sources. 

What is the NPS score for Texas Roadhouse? 

Texas Roadhouse has earned a strong NPS, reported as high as +47 by Datassential. This shows customers are highly satisfied with the food, service, and experience. It consistently ranks above other casual dining chains in customer loyalty. 

What is Starbucks’s NPS score? 

Starbucks has achieved a high NPS of +77, according to SurveySensum. With one of the most impressive scores in the restaurant industry, it reflects their focus on personalized experiences, efficient service, and consistent quality. 

What is Chick-fil-A’s NPS score?  

Chick-fil-A holds an impressive NPS of +50, which is much higher than its competitors. Thanks to standout service and high-quality ingredients, it leads the LSR chicken category. The brand enjoys strong loyalty, high advocacy, and strong sales. 

TURN YOUR NPS INSIGHTS INTO AN ACTIONABLE PLAN 

Improving your NPS isn’t just about getting a better score—it’s about creating better guest experiences, one visit at a time. By listening to feedback, acting on it, and using the right tools, you can turn casual diners into loyal fans. The payoff? More repeat visits, stronger word-of-mouth, and long-term growth. 

For more ways to boost loyalty and build stronger customer relationships, explore the Paytronix Annual Loyalty Report.