NPS Score:
Respondents give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, customers fall into one of 3 categories to establish an NPS score:
- Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
- Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
- Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again and may even discourage others from buying from you.
To calculate our final NPS score – the system subtracts the percentage of Detractors from the percentage of Promoters. For example, if 10% of respondents are Detractors, 20% are Passives and 70% are Promoters, Adelman’s NPS score would be 70-10 = 60.
What is an NPS (Net Promoter Score):
NPS stands for Net Promoter Score which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single-question survey and reported with a number from the range -100 to +100, a higher score is desirable.
NPS® is often held up as the gold standard customer experience metric. It measures customer perception based on one simple question: “How likely is it that you would recommend Adelman Travel to a friend or colleague?”
What is Sentiment Score:
The sentiment score is calculated based on comments, using a Natural Language Processing (NLP) tool. Each word is given a score of -5 to +5 depending on whether it is positive, neutral or negative.