Answers / Loyalty programs
What is a good NPS score for a restaurant or café?
Written by PEKO Team.Last updated: 05/24/2026.
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
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.
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