The Guest Sentiment Score is designed to give you a single value to judge how happy your guests are overall.
The scoring uses a combination of the dish scores, the NPS core question, and any other guest experience/service questions. This scoring is always evolving, but essentially a review needs a majority of positive dish reviews, and positive answers and the opposite is true if you have a majority of negative responses. The guest sentiment score is weighed in favour of NPS when that is available.
The guest sentiment score produces a positive (1), a neutral (0), or a negative (-1) for each guest. Then the overall score is calculated as a percentage of happy guests compared to unhappy guests.
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