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.