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  • Feb 08, 2019

    Birdeye aligns the NPS calculation logic in line with the industry norms

    Improvement

    Birdeye has standardized the NPS calculation used in the platform to be inline with the industry norms. Identification of Promoters, Passives, and Detractors is further simplified.

    Birdeye, has now matched the NPS logic with the industry norms by fitting it into 5-star rating system. The NPS scale of 0-10 will now be divided by '2' to fit into the 5-star rating scale. The new logic to identify Promoters, Passives and Detractors will be based on the calculation listed under:

    Detractors

    • 0.1 - 3.0 
    • All Facebook reviews with non-recommended

    Passives

    • No rating
    • 3.1 - 4.0

    Promoters 

    • 4.1 - 5.0
    • All Facebook reviews with recommended
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