Building on the pioneering research that led to the development of the Net Promoter Score (NPS), this project bridges the gap between measuring and consistently maintaining customer satisfaction. The NPS distilled lengthy customer surveys (often consisting of 20 or more items) into a single, powerful question:
Customers:
„Would you recommend us?“
However, one key question remains: How can organizations ensure that customer satisfaction is maintained over time? Our research shows that a single question directed at employees provides the answer:
Colleagues:
„Do you get everything you need to continue your work effectively?“
This question captures the essence of internal collaboration. Responses are aggregated into an internal Net Promoter Score, enabling departments to evaluate the quality of support they receive from upstream teams. This creates a measurable indicator of reliability at all internal interfaces, allowing leadership to identify friction points and drive targeted improvements—ultimately increasing customer satisfaction through operational excellence.
Research Objectives
Departments align their mutual requirements and regularly evaluate on the internal Net Promoter Score scale of 10 whether they have received what was agreed upon. This measures reliability at each interface between departments.
Our purpose-built software tool Relynk enables the alignment of requirements and the visualization of reliability across the entire company.
How would success change if reliability within the company improved by just one point?