The GX Score is an aggregate of your guests' survey responses over a period of time.
In simple terms, the higher your score is, the more fans you have! The lower your score is, the more critics you have.
How is the score calculated?
The GX Score has a range from -100 to 100, with the score representing the proportion of fans vs critics.
Formula: GX Score = '% of fans' - '% of critics'
- If you received 100 survey responses, with 10 critics and 90 fans, you would have 10% critics and 90% fans.
- To calculate the score, the 10% of critics is deducted from the 90% of fans, leaving you with a score of 80.
- If the opposite were true (with 90% critics and 10% fans), your score would be -80.
Who are fans and critics?
Each survey response is based on a 5-star rating. If a guest rates their experience at 3 or below, they are given a 'critic' status. If a guest rates their experience at 4 or above, they are given a 'fan' status.
That's the basics covered. Wondering about how to get started with the GX Score at your venue? Head over to the GX Score subscription article to get all the details you need.