Measuring what matters: Evolving our approach to the Net Promoter Score
July 15, 2025
At Face It TOGETHER, we’ve always believed that those we serve are the true experts on what’s working and what needs to get better. Our commitment to what we call customer first measurement isn’t new; it has been part of our work for years.
What has evolved is how we listen and act on what we hear. By putting our members’ voices first, we empower them to shape how our services will fit their needs.
Prior to 2025, Face It TOGETHER used a straightforward statement, “I would recommend Face It TOGETHER to others,” as our version of the Net Promoter Score (NPS) question.
First introduced in the business world in the early 2000s by Fred Reichheld, NPS has become one of the most trusted ways for organizations to measure loyalty and word-of-mouth trust.
Our clear, direct phrasing served us well for nearly a decade, helping us understand whether our members felt confident enough in their experience to encourage friends or family to connect with us. Since 2016, more than 90% of our members have agreed or strongly agreed they would recommend us. This consistency is a testament to the trust and impact we have built together.
As part of our ongoing work to put our members’ voices first, we plan to update the wording of this question later this year. Our goal is to make it feel even more personal and relevant to each member’s real-life situation: “How likely are you to recommend Face It TOGETHER to someone in a similar situation to you?” This small but thoughtful shift helps us better understand how our work fits into the moments that matter most in people’s lives.
More importantly, this commitment shows how we live out our mission every day. We want our members to not just know our values but to experience them in every conversation, text and coaching session. When people trust that we genuinely care, meet them where they are and support them without judgment, they can confidently recommend us to someone they care about.
Our members say it best: “Everything that they help me with is great. Because if I need something, I can text or call if things are not going so well. Glad I was referred to them.”
Another member shared, “My coach has been a very important person in my life and keeps me pushing forward with excitement… She is an amazing soul.”
Nearly 30% of our members find us through a friend, family member or another member who has experienced our support firsthand. Words like these remind us that real trust is built through authentic connection and everyday actions.
Over the years, our NPS results have helped us celebrate what is working and highlight where we can do better. We use this feedback, along with other measures, to keep improving our care.
As Fred Reichheld, the creator of the Net Promoter System, wrote, “Only by systematically measuring its effect on people and their relationships can an organization gauge whether it is really achieving its mission and enriching lives. That’s NPS’ reason for being. It provides a practical measurement process that can accurately assess a company’s progress. It provides a management system that can help a company capture the spirit and drive toward greatness.”
This belief guides us at Face It TOGETHER every day. By putting our members first, we help people, families and communities thrive.