Transformation of the consulting contract model in the digital economy: from KPI to algorithmic NPS

This is the authors' abstract. We don't add key points for this paper.

The article examines the process of conceptual transformation of contractual relations in professional consulting under the influence of deep digitalization of economic processes. The main problem lies in the diminishing effectiveness of traditional key performance indicator (KPI) systems, which, under conditions of high uncertainty and platform-based interaction, lose their responsiveness and objectivity. The aim of the study is to substantiate the transition to an algorithmic Net Promoter Score (NPS) model as a dynamic tool for evaluating service value. The methodological framework of the research includes systems analysis, contract theory, and an institutional approach to studying digital platforms. As a result, the authors identify the limitations of classical pricing models and propose an algorithm for integrating streaming customer experience data into the structure of smart contracts. The main conclusion of the article confirms that the shift toward predictive analytics and automated satisfaction monitoring makes it possible to minimize transaction costs and ensure real-time adaptability of commitments, which is critically important for the sustainability of consulting ecosystems in the digital environment.