The number that predicts churn before revenue shows it
Rough guide: above 50 is excellent, 30–50 good, 0–30 needs work, below 0 means more detractors than promoters.
It moves before your revenue does
Sentiment turns before the numbers do. Customers usually go quiet, then stop renewing — by the time revenue dips, the decision was made months ago. NPS gives you that early warning.
The fastest gains are usually in passives, not detractors. They already like you; they just aren't impressed. A small fix in onboarding or responsiveness often flips a passive to a promoter cheaply.
Always pair the score with the why — the themes field feeds the AI so recommendations target real causes rather than the number.