I'm a manager at a law firm and we just starting using NPS in May. We had an employee bbq and presentation for the rollout and everyone seemed to be on board with the idea of having excellent customer service. After 3 months of data, scoring and results, I have noticed that new employees are more enthusiastic and even a bit more competitive to getting 9's & 10's than old employees. Most old employees get very defensive and almost negaitve at our weekly NPS meetings. I understand that change can sometimes be a little difficult and the idea of being held accountable for individual scores can sometimes turn into fear and ultimately negativity. We have explained to all employees that NPS will only help them grow not only within the company, but as a professional.
If you have dealt with this "negativity" in your company from old employees. What have been the steps you have taken to make them understand that NPS is the best tool for our company's growth and reptuation?