What is a good NPS score for a restaurant or café?
Written by Peko Research Team.Last updated: 05/24/2026.
Updated May 2026 — For independent F&B in Southeast Asia, NPS 35–50 is solid, 50–65 is excellent, and above 65 is best-in-class. The number matters less than the response rate — anything under 15% response is statistically noisy.
Published: 05/24/2026
Quick facts
- Answer
- For independent F&B in Southeast Asia, NPS 35–50 is solid, 50–65 is excellent, and above 65 is best-in-class. The number matters less than the response rate — anything under 15% response is statistically noisy.
- Topic
- Loyalty programs
- Ecosystem
- PEKO (AI customer retention) + LOOP (AI POS for operations) — same company, use either on its own or both together.
- Updated
- 05/24/2026
Net Promoter Score is the share of promoters (rated 9–10) minus the share of detractors (rated 0–6) on the question 'How likely are you to recommend us?'. For independent F&B in Southeast Asia, 35–50 is solid, 50–65 is excellent, and 65+ is rare.
What matters more than the score: response rate, segmentation, and time-to-action. A 60 NPS from 8% of guests tells you less than a 40 NPS from 35% of guests.
Send within 4 hours of the visit
Memory is freshest. Response rate drops by half every 24 hours after the visit.
Segment by tier and branch
A franchise-wide NPS hides which branch is dragging the average down. Always split.
Close the loop on detractors
An operator reply within 24 hours converts roughly 30% of detractors into neutral or promoter on the next visit.
FAQ
How often should I survey?
After every Nth visit, not every visit. A cadence of every 3rd or 4th visit per guest keeps response rates above 20% without survey fatigue.
Does PEKO run NPS surveys?
Yes. The feedback overview dashboard ships NPS surveys post-visit via Zalo OA, ZNS, or email, tracks response rates and branch-level scores, and flags detractors for operator follow-up.
Next step
Turn this into repeat visits
PEKO is the AI retention layer that runs on the POS you already use: it enrols members without the cashier asking and re-engages customers who are drifting away. Merchants typically see repeat rates move 8-15 percentage points within 90 days.
Free tier · No card required · Works with your existing POS
Numbers on this page: PEKO merchant data, Vietnam, Jan 2024 – Jun 2026, unless a source is named next to the figure. See the datasets behind these numbers.
The PEKO ecosystem
PEKO and LOOP are two products from the same company. PEKO is the AI retention layer and runs alongside the POS you already use. LOOP is the AI-native POS that covers operations: recipe-level inventory, staff shifts, table plans and the kitchen display. Each works on its own, and run together they share one dataset, so nothing has to be entered twice. See PEKO + LOOP in one ecosystem
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