{
  "version": "1.3.0",
  "releasedAt": "2026-05-20",
  "kpi": {
    "rogueId": "customers.nps_trend",
    "slug": "nps_trend",
    "domain": "customers",
    "defaultLabel": "NPS Trend",
    "description": "Period-over-period change in NPS score — the trajectory signal that matters more than any single absolute score. A 5-point swing between adjacent quarters is usually more informative than a \"good\" or \"bad\" absolute label, because the methodology's noise floor is high enough that absolute comparisons across companies (or even across quarters with different sample sizes) are unreliable. The board reads this to spot deterioration early — a persistent multi-quarter decline is one of the leading indicators of pending churn. Common pitfall: comparing periods with very different sample sizes or response rates — a \"decline\" from 45 to 35 means very different things at n=30 vs. n=300.",
    "fieldType": "number",
    "unit": null,
    "maturity": "general",
    "suggestedForStages": [
      "seriesA",
      "seriesB",
      "seriesC",
      "public"
    ],
    "defaultOwningFunctions": [
      "Sales"
    ],
    "stageRelevance": {
      "seriesA": "recommended",
      "seriesB": "recommended",
      "seriesC": "recommended",
      "public": "recommended"
    },
    "definitionSource": {
      "tier": "editorial",
      "sourceName": "imboard Editorial",
      "sourceUrl": null,
      "sectionRef": null,
      "publicationDate": "2026-04-01",
      "attributionNotice": null
    },
    "formula": "nps_trend = NPS_current_period − NPS_prior_period (delta in points, not %). Sample size and response rate should be reported alongside both periods.",
    "whyItMatters": "NPS's methodology noise makes absolute scores hard to interpret across companies. The trend within a single company's own measurement cadence is more reliable — a sustained decline is a leading indicator of churn risk even when the absolute score still reads \"good\".",
    "interpretationGuidance": "There is no citation-grade benchmark for trend magnitude; treat any single-quarter swing of ±5 points or more as worth narrative explanation, and any 2+ consecutive declines as a yellow flag for the board. Always cite sample size deltas — if response rate or n changed materially, the trend may be measurement artifact rather than real movement.",
    "relatedKpiIds": [
      "customers.nps_score",
      "customers.retention_insights",
      "customers.churn_risks",
      "customers.key_initiatives"
    ],
    "metricBasis": {
      "timeBasis": "trailing_window",
      "production": "computed"
    }
  }
}