Guest Satisfaction Index Calculator
Calculate a composite guest satisfaction score from ratings across multiple review platforms.
About this calculator
This calculator blends four rating sources -- Google, TripAdvisor, Booking.com, and your own guest survey -- into one 0-100 composite score, each normalized to a common scale and weighted (30% Google, 20% TripAdvisor, 30% Booking.com, 20% internal survey) before a small bonus is added for responding to reviews. Google Rating and Booking.com Rating carry the two heaviest weights, so they push the composite score and the estimated NPS figure the most, though at typical rating values their effects run close enough to each other that neither one reliably outweighs the other. Total Reviews only feeds Confidence Level -- it never touches the composite score, the quality tier, the estimated NPS, or any single platform's normalized figure, since the formula for each of those never references it.
Lowest Platform Score always tracks whichever platform is currently your weakest link: because it's a straight minimum across all four normalized scores, the platform sitting furthest below the pack moves this figure almost one-for-one, while the other three only matter once they drop low enough to become the new weakest link themselves. Review Response Rate adds a flat bonus once it crosses 50% or 80% rather than moving the score smoothly, so small changes within one of those bands have no effect at all.
Inputs
Results
Guest Satisfaction Index
84.6 / 100
How to Use This Calculator
- Enter your Google Rating, TripAdvisor Rating, Booking.com Rating, and Internal Survey Score.
- Set the Total Reviews across all platforms and your Review Response Rate (%).
- Review the Guest Satisfaction Index (composite score), Quality Tier, and Estimated NPS.
- Use the per-platform breakdown to identify which channels need the most attention.
How the result changes with Google Rating
| Google Rating | Guest Satisfaction Index |
|---|---|
| 2.1 | 72 / 100 |
| 3.15 | 78.3 / 100 |
| 5 | 89.4 / 100 |
What each input means
- Google Rating
- Current Google reviews average (1-5 stars).
- TripAdvisor Rating
- TripAdvisor bubble rating (1-5).
- Booking.com Rating
- Booking.com guest review score (1-10).
- Internal Survey Score
- Your own guest satisfaction survey average (1-10).
- Total Reviews (all platforms)
- Total review count across all platforms.
- Review Response Rate
- Percentage of reviews with management responses.
How this is calculated
Worked example, using the default values
- Identify Input Parameters4 parametersGoogle Rating = 4.2, TripAdvisor Rating = 4, Booking.com Rating = 8.3, Internal Survey Score = 8.5 = 6 input(s) provided
- Calculate Guest Satisfaction Index84.6 = 84.6
- Calculate Quality TierQuality Tier4 = 4
- Calculate Estimated NPSEstimated NPS69 = 69
Engine last updated . Checked against 2 independently-derived tests — how we verify calculators. Built by Paul Gunder, a software engineer, not a licensed financial, medical, or legal professional.
Frequently Asked Questions
Why does Total Reviews only affect Confidence Level?
Total Reviews -- Confidence Level's only driver, capped at 500 reviews for full confidence -- never appears in the formulas for the Guest Satisfaction Index, Quality Tier, Estimated NPS, or any individual platform's normalized score. Those figures are calculated purely from the four rating inputs and, for the composite score, the Review Response Rate.
Which rating source has the biggest effect on the Guest Satisfaction Index?
Google Rating and Booking.com Rating are weighted the heaviest, 30% each, versus 20% for TripAdvisor Rating and Internal Survey Score, so they generally move the composite score the most. At this calculator's typical inputs their effects run close enough together that one doesn't reliably dominate over the other.
Why does TripAdvisor Rating move Lowest Platform Score so directly?
Lowest Platform Score is a straight minimum across all four normalized ratings, and at this calculator's default inputs TripAdvisor sits furthest below the other three. Raising or lowering it moves the minimum almost one-for-one -- the other three platforms only start to matter if they drop low enough to become the new weakest link.
Does Google Rating affect Booking.com Rating's normalized score?
No. Booking.com Rating (normalized) is calculated purely as Booking.com Rating divided by 10 and multiplied by 100 -- Google Rating, TripAdvisor Rating, Internal Survey Score, Total Reviews, and Review Response Rate never enter that formula at all. The same isolation holds in reverse for Google's normalized score.
Why doesn't Review Response Rate move the Guest Satisfaction Index smoothly?
Review Response Rate adds a flat bonus rather than a proportional one: 3 points once you cross an 80% response rate, 1.5 points once you cross 50%, and nothing below that. Small changes within one of those bands don't move the composite score at all -- only crossing a threshold does.
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