Enterprise AI Administration
NPS
KPI Details · KPI Catalog
KPI Details
NPS
AT RISK
- Code
CX_NPS- Owner
- Head of Customer Experience
Governance configuration shown for review and validation. Read-only.
Current state
- Current value
- +31
- Change
- -2 pts (vs prior month)
- Target
- No stored target
- Reporting period
- 2026-09
- Unit
- COUNT
- Direction of good
- Higher
Definition
- Mission area
- Customer Experience
- Decision journey
- Customer Experience
- Definition
- Net Promoter Score
- Formula
- % promoters − % detractors
- Grain
- Region-month
- Sources
- Contact Center
Governance & Lineage
- 1 Sources
- 3 Mappings
- 5 Variables
- 1 Formula
- 1 Rules
- 2 Models
- 4 Scenarios
- 3 Actions
- 1 Value records
Related Intelligence
Linked governed records
Formulas (1)
Thresholds / rules (1)
- NPS InterventionAlert: NPS down 2 points; care wait times +35%
Source mappings (3)
Variables (5)
Models (2)
- NPS Driver Model · Elastic Net Regression (benchmark: Multiple Linear Regression)
- Customer Experience Segmentation Model · K-Means (benchmark: Agglomerative Hierarchical Clustering)
Scenarios (4)
Actions (3)
- 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
Value (1)
- Care cost reduction via self-serviceOn track