Rallying any organization around the Net Promoter System requires that employees trust and believe that your customer metrics are reliable, valued, and understood by all. Using the Net Promoter Score as the foundation creates a simple, easy-to-understand, common language that is intuitive to almost anyone while also proving a powerful number with proven links to financial performance and growth.
To build trust for your NPS metric, it is important to apply your measurement approach consistently across the business and understand exactly what type of NPS you're measuring.
Fundamentally, there are three types of scores (and many variations in between). These help organizations measure NPS after an individual experience or specific customer journey/episode, at the relationship or brand level, and competitively—at both the experience and relationship levels.