A lot of organisations are already familiar with the customer-service tool ‘Net Promotor Score (NPS)’. More and more companies use this indicator to examine customer loyalty and the extent to which customers would recommend their company to others. Additionally, it connects the customer feedback with the right people within the organisation. Afterwards, they proudly present the results of the level of customer loyalty with their audience. In this way, they think it brings them full circle, but they overlook the fact that this circle actually begins internally. Yes, with your own workforce.