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.
If you have questions, comments, or suggestions please reach out by clicking the support chat box on the lower right side of your screen.