NPS Sentiment Analysis

Net Promoter Score (NPS) is a customer loyalty metric derived from one question: "How likely are you to recommend us to a friend?" (0-10 scale). Respondents are grouped: Promoters (9-10), Passives (7-8), Detractors (0-6). NPS = (Promoters - Detractors) / Total × 100. Ranges from -100 to +100. NPS surveys typically include an open-ended follow-up: "Why did you give that score?" Analyzing these free-text responses via sentiment analysis (NLP models) extracts recurring themes: feature requests, bugs, pricing concerns. Automating this analysis at scale reveals product priorities.