NPS

In the Summary Metrics chart, you will see a column for NPS. NPS is a way of measuring customer satisfaction by categorizing feedback into two groups: Promoters (fans of the product) and Detractors (critics). We calculate the difference between the percentage of Promoters and Detractors, which gives us the NPS score.

At Yogi, we take this a step further by combining both Rating NPS and Sentiment NPS:

• Rating NPS: This is based on the star ratings in the reviews. Promoters are identified as 5-star reviews, while Detractors are the 1-3 star reviews.

• Sentiment NPS: This is based on the sentiment within the review text. Promoters are reviews with positive sentiment, and Detractors are those with negative sentiment.

The overall Yogi NPS score is an average of the Rating NPS and Sentiment NPS, as star ratings provide an overall sense of the review, while sentiment dives deeper into the context of the review itself.