NPS Intelligence (beta)

WEEKLY DIGEST · ISSUE 07

Last week in NPS: more than you'd think, less than you'd hope.

Weekly Digest · Issue 07 · 2026-06-29

Last week in NPS & Retention

Window: 2026-06-22 → 2026-06-29

⭐ Editor's pick this week

Hand-picked disclosures that meet the credibility-guide gold standard — CEO involvement, methodology context, or rare structural honesty.

Zendesk · 2026-06-23

Zendesk CEO Eggemeier personally reaches out to three customers every Monday — tied to weekly Net Promoter Score (NPS) surveys — selecting a mix of small and large customers for a diverse perspective on customer sentiment and experience.

“This is exactly what the Credibility Guide says good NPS practice looks like: named CEO, named cadence (Monday), named method (weekly NPS surveys), and explicit sample selection (mix of small and large customers).”

Source ↗

From the C-suite

The highest-credibility disclosures of the week — drawn from earnings calls, IR commentary, and CEO statements. These are the ones that meet the bar set out in the Credibility Guide.

NPS Intelligence News

15 qualifying disclosures · 13 in normal range · min 39, max 89, average 76.1.

Notable scores

🤨 Outlier value

NPS Intelligence — what we added this week

The big one: up/down motion. We added a new nps_change field that captures the direction of a score, not just the level — mirroring what Retention Intelligence already does. Every disclosure can now carry an “↑ / ↓” or an explicit point-move alongside (or instead of) the absolute number. As of this morning ~3,200 rows carry a movement signal: roughly 2,000 “up”, ~140 “down”, and ~970 explicit point-deltas (e.g. +15pt, +23pt). The backfill is still working through the historical rows, so this number is still climbing.

The reason this matters: about 2,560 of those rows previously had no score at all — the snippet only said “improved”, “rose 6 points”, “doubled”. We were throwing that signal away. Those rows go from blank to meaningful, and it powers a new “Movers this week” angle for the digest.

Classifier improvements

Totals. Headline volume moved only modestly this week — the daily crawl is adding ~30–55 rows/day, of which ~20 carried a brand-new scored disclosure since 24 June. The story this week is depth, not breadth: we didn’t add many new companies, we added a whole second axis (direction) to disclosures we already held. The MCP has also been updated — you can browse this from Claude and other LLMs.

Retention Intelligence Articles

24 qualifying disclosures · 24 in normal range · min 60%, max 150%, average 104.8%.

Notable scores

Same time next Monday. Bring receipts.

Source: NPS Intelligence database · companies with a non-null name, HIGH/MEDIUM quality, canonical=1, deduped by company.

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