The Net Promoter Score (NPS) is a time tested method used in much of the hospitality industry. It is one of the ways to measure the loyalty that exists between your company and your customers. You'll find your Reputation NPS Score in your Insights section.
Note: The NPS score of your Internal Yumpingo Reviews are measured separately to your external Reputation. Please see this article for more information about how Yumpingo calculates your NPS scores and why it's very important to get the best out of using Yumpingo.
Yumpingo collect all of your reviews on all review channels, Facebook, TripAdvisor, Google, Foursquare, Yelp, Zomato, and add that data to your Reputation Management.
Then, each site's metric is we re-arranged to be aligned. For example, 5 star reviews and 10 star reviews. so that they can be compared with each other.
Then, the reviews are sorted as follows:
Promoters (score 9-10)- loyal enthusiasts who will keep buying and refer others, fuelling growth.
Passives (score 7-8)- satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (score 0-6)- unhappy customers who can damage your brand & impede growth through negative reviews.
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score.
Pro-tip: You may be using other NPS survey systems, mystery visits, or your own loyalty program. Your data can be easily integrated and combined with Reputation's NPS so that you have more complete data points for your analysis.
What do I do with my NPS score
NPS is nothing but a vanity number on its own, especially when you are just starting out. The best way to find out if your number is “good”, is to look at your own scores in the past — that's your most important benchmark.
The best way to start measuring progress would be to compare your NPS against your score over the last quarter or six months. If you are noticing an increase of at least 10% (not 10 NPS points) of your previous score, you are heading in the right direction. On the other hand, if you notice a significant decrease in NPS, this indicates that there is something wrong and you must discover the cause and take appropriate action.