--- title: What are NPS, OTS and Positivity Index? How to increase these indicators? description: About metrics in reviews --- [Skip to content](https://help.brandwizard.io/knowledge/what-are-nps-ots-and-positivity-index-how-to-increase-these-indicators#main-content) English Show submenu for translations ![logo2.png\]](https://help.brandwizard.io/hs-fs/hubfs/logo2.png?height=40&name=logo2.png) Open main navigation Close main navigation - English Show submenu for translations - [Go to brandwizard.io](https://brandwizard.io/) [Go to brandwizard.io](https://brandwizard.io/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.brandwizard.io/knowledge?hsLang=en) 2. [General questions about the service](https://help.brandwizard.io/knowledge/general-questions-about-the-service?hsLang=en) 3. [Work with reviews](https://help.brandwizard.io/knowledge/general-questions-about-the-service?hsLang=en#work-with-reviews) # What are NPS, OTS and Positivity Index? How to increase these indicators? **NPS** is the difference between the percentage values of positive and negative reviews. In our case, it is considered as ((number of reviews with a rating ≥ 4.5) - (number of reviews with a rating from 1 to 3)) / total number. **OTS** is the sum of the products of the number of reviews at a point and the number of Google views at a point. **Positivity index** — the percentage of positive reviews out of the total number of reviews. To increase these indicators, it is necessary to find an approach to each category of customers. Customers who have rated 4-5 points are ready to recommend you, and you should use it: research shows that 83% of consumers consider the recommendations of friends and relatives to be the most reliable source of information about goods and services. Invite them to recommend you to someone and encourage them for this work. They will do it with pleasure and will be happy. And you will get new customers with almost no investment. For consumers who have scored 3 points, do more than they expect. For instance, include additional free services in their orders, offer consultations or other assistance. This is an investment in increasing their loyalty. And finally, we need to contact the critics and find out the reason for their discontent. Convey feedback to employees — it makes sense to familiarize everyone involved in product development, customer service, etc. with it. 48% of customers who have received negative experience in working with the company will tell at least ten acquaintances about it. At the same time, up to 70% of critics will be ready to continue working with you if you hear their complaints and work on mistakes. Have you listened? Fixed it? Notify everyone concerned about this improvement. 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