NPS are not fully within your control.
I once had an infamous manager that say, “as long as you’re wearing this shirt, you control what customers rate.”
I call BS on it, there are things that we didn’t share, business, accessories, services.etc but happy customers just rate everything yes or 5, we are aware of we shared usually and we darn well know for a fact what we say most of the time.
You can have an unhappy customer who rates everything 1 because they had to pay for a OOW repair at cost, not because you weren’t polite.
You could have TMS comment about someone else, but somehow ended up on your metrics, YET we weren’t allow to remove it.
I have a friend who had to deal with a corporate team member, who ended up acting all nice in the store, but rated 1, only for him to ask around and find out that retail and RCC are the only 2 teams that aren’t allow to write surveys when received (medallia).
Corp team member could literally just mess with us all they want despite working for the same company, some of them literally treats us like second class employees when they’re here at the store, throwing fits or even demand that we do the exchange, I don’t think they actually know that EPP purchase beyond a certain percentage requires a return and repurchase then collect.
My point is, NPS aren’t everything.