Your inputs
Use your first instinct. This is a directional diagnostic, not an audit.
Your actual Net Promoter Score, or your best estimate.
It is the one customer number most companies already track, so your customer reading rests on evidence you have rather than a new survey. The index maps it onto the same 0 to 100 scale as the team.
Our team can explain what the brand stands for in one clear sentence.
If the team cannot say what the brand stands for in a sentence, customers hear a different story from each person they meet.
Our day-to-day decisions consistently reflect our stated brand values.
Stated values that do not steer everyday decisions are decoration; customers feel the difference in the small calls your people make.
People have the confidence and authority to deliver the right customer experience.
Most brand moments happen without a manager present. People who are not trusted to act will default to the safe, generic version.
Our team would enthusiastically recommend our product/service to others.
Teams that would recommend their own product sell it without being asked. Low pride is the earliest warning that the customer score will follow.
Customers receive the same brand experience regardless of who serves them.
A brand is only as strong as its least consistent interaction. Variation by person or location is where customer trust leaks.
Tailors who owns each step of your 30-day plan, how long it takes, and where the gap tends to show for companies like yours. Name the company and its biggest brand challenge and your executive brief writes itself when the results open.
Your scores and company context are saved anonymously to improve the index. Your email is only used to send you The Brand Formula.