I just need a paragraph or 2 for question 4, please help out it would be greatly appreciated and I will gladly upvote!

Celebrity Cruises' main quality feedback tool is called the net provider score (NPS), which tallies the guests' answers to a wide series of questions about their experience. The question: "How likely would you be to recommend Celebrity Cruises to a friend, family member, or colleague?" is critical and is the measure used to compare ships within Celebrity's fleet as well as with competing cruise lines. Scores of 9-10 on this question label the customers as "advocates". A 7-8 is "neutral" and a score of 6 or below is a "detractor".

The NPS computation is simple: the percentage of detractors is subtracted from the percentage of advocates. For example, if 70% of the guests score the cruise a 9-10, 17% score it a 7-8, and 13% give a 6 or less, the NPS=70-13=57. AN elite line tries to attain a score over 60 on each cruise. Celebrity averages a 65.

4. Suppose that on two successive cruises of the same ship, the cruise line receives NPS scores of: (Trip 1) 78% "advocates". 4% "neutrals" and 18% "detractors" and (Trip 2) 70% "advocates" 20% "neutrals" and 10% "detractors". Which would be preferable and why?