Enterprise AI Administration
NPS Intervention
Business Rule Details · Telecom Business Rules
Business Rule Details
NPS Intervention
MEDIUMACTIVE
- Code
BR-NPS- Version
- v1.0
- Owner
- Head of Customer Experience
Governance configuration shown for review and validation. Read-only.
Business definition
Trigger intervention when NPS is low and complaints are rising
Rule logic
- Condition
NPS < threshold AND complaint trend deteriorating 2 months
- Thresholds
- NPS 30; complaint growth > 5%
- Downstream action
- Open Customer Experience journey
- Category
- Customer Experience
- Severity
- Medium
- Mission area
- Customer Experience
- Related journey
- Customer Experience
- Effective date
- 01 May 2026
- Last reviewed
- 28 Aug 2026
Related Intelligence
Linked governed records
KPIs (1)
Alerts raised (1)
- NPS down 2 points; care wait times +35% MEDIUM
Models (2)
- Customer Experience Segmentation Model · K-Means (benchmark: Agglomerative Hierarchical Clustering)
- NPS Driver Model · Elastic Net Regression (benchmark: Multiple Linear Regression)
Formulas (1)