Net Promoter Score (NPS)

NPS Score 11-17-2022
NPS Daily Graph November 2022
NPS Trend Graph by Week
iStock_45076324_XLARGE-edied

NPS Store:

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.

This website or its third-party tools use cookies, which are necessary to its functioning and required to achieve the purposes illustrated in the cookie policy. If you want to know more or withdraw your consent to the cookies, you can decline the tracking but may encounter missing site functionality.

By closing this dialog or clicking the 'Accept' button, you agree to the use of the cookies.