NPS Score: 

Corporate travelers give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, customers fall into one of 3 categories to establish an NPS score: 

• Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers. 
• Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters. 
• Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again and may even discourage others from buying from you. 

To calculate our final NPS score – the system subtracts the percentage of Detractors from the percentage of Promoters. For example, if 10% of respondents are Detractors, 20% are Passives and 70% are Promoters, Adelman’s NPS score would be 70-10 = 60. 

NPS stands for Net Promoter Score which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single-question survey and reported with a number from the range -100 to +100, a higher score is desirable. 

NPS® is often held up as the gold standard customer experience metric. It measures customer perception based on one simple question: “How likely is it that you would recommend Adelman Travel to a friend or colleague?”