In this article, we’ll walk you through the key metrics behind your review data in the Stampede platform. These insights are designed to help you better understand customer satisfaction, how your reputation is trending over time, and how you compare with competitors.
Here’s a breakdown of each metric and how it's calculated:
Net Promoter Score (NPS)
What it is:
NPS is a widely used industry metric that helps you gauge how likely your customers are to recommend your venue to others. It’s expressed as a score between -100 and 100.
How it works:
We calculate NPS by taking the percentage of promoters (happy customers) and subtracting the percentage of detractors (unhappy customers). Here's a simplified breakdown:
Promoters = High review ratings
Detractors = Low review ratings
Passives = Middle-ground ratings (these don't affect the score)
Score Ranges:
-100 to 0 → Poor
0 to 40 → Average
40+ → Good
Note: What counts as a ‘promoter’ or ‘detractor’ can vary depending on how each platform labels review ratings, but in our system it’s based on the review score.
Review Velocity
What it is:
Review velocity gives you an estimate of how frequently your venue is receiving new reviews.
How it works:
We look at the five most recent reviews and calculate the average number of days between them. From there, we estimate how many reviews you’re likely to receive in a typical month if that pattern continues.
It’s a rough guide, especially useful when comparing your venue to competitors. While not a precise metric, it helps identify whether you're improving in visibility and engagement.
Sentiment Trend
What it is:
This metric shows how customer sentiment (i.e. the tone of their feedback) is trending over time.
How it works:
We use a basic linear regression to look at whether your recent reviews are becoming more positive or negative. Here's a simplified explanation:
We score each review as either positive or negative.
We plot those on a graph and use a mathematical formula to draw a 'line of best fit.'
The slope of that line tells us the trend:
Upward slope = sentiment is improving
Downward slope = sentiment is declining
This helps predict how sentiment may change in future if the current pattern continues. It’s a useful tool for tracking the overall mood of your customers, especially in competitor views.
Final Thoughts
Understanding these metrics is key to making the most of your reviews. If you're comparing your performance against competitors or reporting progress to stakeholders, these insights give you a solid foundation.