Operator members’ Net Promoter Score (NPS) rating of TRSA membership recently reached an all-time high, hitting 72 in this year’s survey. This score eclipsed the previous high of 65 set first in 2018 and tied in last year’s ranking.

NPS scores can range from -100 to +100. Fifty is considered a very good score. The metric is calculated from respondents’ ratings on a scale of 1 (least likely) to 10 (most) of the likelihood of recommending something to a friend or colleague. The percentage of respondents who rate 9 or 10 is subtracted from the percentage of respondents who rate ...