Trust Scorecard (NTS Standard)

  • Purpose: Executive-level trust signal for BISO partnership quality
  • Time to Complete: 3-5 minutes
  • Frequency: Monthly (roll up quarterly)
  • Primary Use: Fast, low-friction trust measurement with clear follow-up actions

Executive Trust Index (NPS-Style)

Primary question (0-10):

How likely are you to recommend early BISO involvement for a major business initiative in your area?

Scoring scale:

  • 0-6 = Detractor
  • 7-8 = Passive
  • 9-10 = Promoter

Program standard: Net Trust Score (NTS) = % Promoters - % Detractors. NTS ranges from -100 to +100.

Six Diagnostic Follow-Ups (Non-Scored)

Use a 1-5 scale for each follow-up (1 = Strongly Disagree, 5 = Strongly Agree).

ID Dimension Follow-Up Question Score
D1 Strategic Relevance BISO input improves business decision quality in meaningful ways. ___ / 5
D2 Clarity Security guidance is clear, actionable, and appropriately prioritized. ___ / 5
D3 Responsiveness BISO engagement operates at the speed required by business timelines. ___ / 5
D4 Partnership Behavior BISO teams collaborate to find viable options rather than blocking progress. ___ / 5
D5 Confidence I trust BISO judgment on high-impact risk trade-offs. ___ / 5
D6 Integration BISO involvement is easiest when brought in early, not late. ___ / 5

Diagnostic follow-ups guide improvement planning. They do not change the NTS calculation.

Interpretation And Actions

NTS thresholds (program standard): G: +30 to +100 (Healthy trust) Y: 0 to +29 (Mixed trust, improvement needed) R: below 0 (Trust risk, intervention required)

  • G: Maintain cadence, scale best practices, and document what stakeholders value most.
  • Y: Use the lowest 1-2 diagnostic dimensions to define a focused monthly improvement plan.
  • R: Initiate direct reset conversation within 48 hours and establish executive-supported recovery actions.

Rollup Worksheet

Item Value Calculation
Total Responses ___ Count of all valid primary-question responses
Promoters (9-10) ___ Count of responses scored 9 or 10
Passives (7-8) ___ Count of responses scored 7 or 8
Detractors (0-6) ___ Count of responses scored 0 through 6
% Promoters ___% (Promoters / Total Responses) x 100
% Detractors ___% (Detractors / Total Responses) x 100
Net Trust Score (NTS) ___ % Promoters - % Detractors
Status (G/Y/R) ___ G if NTS >= +30; Y if NTS is 0 to +29; R if NTS < 0

Validation check: Promoters + Passives + Detractors should equal Total Responses.

Related Resources: