Overview: The Net Promoter Score (NPS) is a metric used to assess customer loyalty and satisfaction with a venue. By properly understanding Reputation’s Net Promoter Score (NPS) tool, venue managers can gauge customer loyalty and satisfaction with their venue.
Start from: The Reputation module.
- Select Net Promoter Score from the main menu.
The NPS tool measures customer satisfaction. In Reputation, it is calculated as the percentage of promoters minus the percentage of detractors.
The following graph shows a breakdown with an actual number of promoters and percentage values:
You’ll also be able to see details of the number of reviews, which are scored from 1 to 10. Reviews with scores between from 1 to 6 are detractors; from 7 to 8 are passive and from 9 to 10 are promoters. The following graph shows these reviews in the three groups:
The NPS Breakdown - Evolution shows the evolution of these three groups throughout the year. You can also see a graph that shows the same information but in percentage terms.
Lastly, just like in the other analytics sections, you’ll be able to see percentage evolution, and the variation compared to the benchmark.