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Guest Sentiment & NPS

What is the difference between Sentiment and NPS?

NPS is calculated based on the responses to the question; 'Based on this visit, how likely are you to recommend this restaurant to a friend or relative?'

Sentiment is an algorithm that takes into account all the responses each reviewer made. It includes their dish reviews and their guest experience answers, as well as the NPS responses. It's represented by the unhappy, neutral, happy faces next to the reviews on the live page.

All review sessions will have a Sentiment score, even if an NPS question wasn't answered. 

How is Guest Sentiment calculated?

The guest sentiment score designed to give you a single value to judge how happy your guests are overall.

It is produced by an algorithm that uses a combination of the dish scores, NPS results and any other guest experience/service questions. This algorithm is always evolving, but essentially you require a majority of positive dish reviews, and guest experience answers to score positively and the opposite is true if you have a majority of negative responses. The score is currently heavily 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.

The Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a your company to others. It is used as a measure for gauging the customer’s overall satisfaction with your restaurant and the customer’s loyalty to the brand.

How is NPS calculated?

Customers are surveyed on one single question: Based on this visit, how likely are you to recommend XXXX to a friend or relative?” Based on their rating, customers are then classified in 3 categories: detractors, passives and promoters.


‘Detractors’ gave a score lower or equal to 3. They are not particularly thrilled by the experience. They, with all likelihood, won’t visit again and could potentially damage the company’s reputation through negative word of mouth.


‘Passives’ gave a score of 4. They are somewhat satisfied but could easily switch to a competitor’s offering if given the opportunity. They probably wouldn’t spread any negative word-of-mouth, but are not enthusiastic enough about your restaurant to actually promote them.


‘Promoters’ answered 5. They love your restaurant. They are the repeat diners and are the enthusiastic evangelist who will recommend your restaurant to others.

The Net Promoter Score (NPS) is determined by subtracting the percentage of customers who are detractors from the percentage who are promoters. What is generated is a score between -100 and 100 called the Net Promoter Score. 

(Number of Promoters — Number of Detractors) / (Number of Respondents) x 100

At one end of the spectrum, if when surveyed, all of the customers gave a score lower or equal to 3, this would lead to a NPS of -100. On the other end of the spectrum, if all of the customers were answering the question with a 5, then the total Net Promoter Score would be 100.

How to read NPS?

The basic construct of a Net Promoter Score is easy to understand, hence its popularity and widespread usage. If a company has more detractors than promoters the score will be negative and vice versa. A Net Promoter Score provides companies with a simple and straightforward metric that can be shared with their front line employees. The Net Promoter Score is helpful in that it can be used as motivation for employees to improve and to provide the best customer experience possible. The ultimate objective here is to convert customers who were less than happy or unimpressed into promoters who will put the word out and allow for increased revenues and profits.

To help to interpret the NPS score we use a traffic lighting system with the following thresholds:

56+ will be green

40-55 will be amber

Less than 40 will be red

Where can I see the NPS results?

The Service 'Questions analysis' page is the best place to see an overview of the NPS across time, locations and servers. This is the best page to looks for any long-term trends and to get a good indication of whether your NPS score is improving or declining.

The Live pages shows the individual responses of each guest and highlights their NPS response if that question was answered.

On this page it is important to note that the Summary totals, the graph and the face icons are all based on the Sentiment score and not the NPS score.  

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