Net Promoter Score

NPS subtracts the share of detractors (0 to 6) from the share of promoters (9 to 10). It is widely tracked and widely misread, because the number moves for reasons the score alone cannot explain.

The insights engineer adds the 'why' layer. They code the open-end that follows the score and link each movement to a cause, so the metric becomes a read instead of a scoreboard.