Net Promoter Score (NPS)

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

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.

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