Enterprise AI Administration
Governance & Lineage — NPS
How this KPI is sourced, calculated, governed, predicted and acted on — one traceable chain.
Current value
+31
No stored target
Mission area
Customer Experience
Decision journey
Customer Experience
Source systems
1
Contact Center
Lineage path
From source system to value realization — counts of governed records linked to this KPI
- 1 Sources
- 3 Mappings
- 5 Variables
- 1 Formula
- 1 Rules
- 2 Models
- 4 Scenarios
- 3 Actions
- 1 Value records
Formula
Governed calculation for this KPI
NPS APPROVED
Net Promoter Score
% promoters − % detractors
Version 1.0 · Grain Region-month · Owner Head of Customer Experience · Sources: Survey platform
Source-to-target lineage
Source system, object and field feeding this KPI, and how each is transformed
| Role | Source | Transformation | Target | Grain / refresh |
|---|---|---|---|---|
| Interaction sentiment | Contact Centerinteraction.sentiment | Score sentiment −1 to +1 | cx_interactions.sentiment_score | Subscriber-month · Daily |
| Survey scores | Contact Centernps_responses.nps_score | Promoters (9–10) minus detractors (0–6), % of responses | customer_experience_mart.nps_score | Region-day · Daily |
| Complaints | Contact Centercustomer_complaints.complaint_category | Count of complaints per subscriber, last 30 days | customer_experience_mart.complaint_count_30d | Complaint-case · Daily |
Business rules
Thresholds that escalate this KPI and the alert each raises
| Rule | Severity | Alert raised |
|---|---|---|
| NPS Intervention NPS 30; complaint growth > 5% | MEDIUM | NPS down 2 points; care wait times +35% |
Models
Predictive and simulation models used for this KPI
| AI model | Validation | Simulation model |
|---|---|---|
| Customer Experience Segmentation Model K-Means (benchmark: Agglomerative Hierarchical Clustering) · v0.1 | VALIDATION REQUIRED | — |
| NPS Driver Model Elastic Net Regression (benchmark: Multiple Linear Regression) · v1.4 | VALIDATION REQUIRED | — |
Governed variables
Model features derived from the source fields above
Scenarios
Stored scenarios for the Customer Experience journey
- Self-service shiftRECOMMENDED
- Add care agentsalternative
- Combinedalternative
- Base casebase case
Actions & value
Governed actions and value records for the same journey
- Launch self-care promotion in app and SMSHead of Digital · Not started
- Enable outage SMS triggers from NOCNOC Manager · Not started
- Weekly NPS pulse reviewCX Analytics · Not started
- Care cost reduction via self-serviceUSD 0.4M expected · USD 0.09M recorded actual — unverified · ON TRACK