Apr 22, 2026 — 8 min — Platform & AI
Building an NPS Classifier You Can Actually Act On
A scikit-learn NPS ordinal classifier with SMOTE, probability calibration, utility-based thresholding, and PSI drift checks. The parts that make it useful to the retention team, not just accurate on a dashboard.
Outcome: Shipped a calibrated multiclass NPS model with a utility-driven operating threshold and a PSI-based drift loop, giving the retention team a per-customer detractor probability they can act on and a rule for when to retrain.