Monthly NTS Pulse

  • Purpose: Monthly operational execution of the NTS trust standard
  • Time to Complete: 2 minutes per stakeholder, ~45 minutes/month to run
  • Frequency: Monthly
  • Primary Use: Early warning and focused trust-improvement actions

Use the exact scoring and thresholds from Trust Scorecard (NTS Standard). Do not use a separate 1-5 satisfaction scale.

Monthly Survey Instrument

Primary Question (Required, 0-10)

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

Scoring bands:

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

Six Diagnostic Follow-Ups (Required, Non-Scored, 1-5)

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

Diagnostics guide action plans only. They do not change NTS math.

Monthly Operating Rhythm

  1. Send (Day 1): Send to Tier 1 and Tier 2 stakeholders.
  2. Remind (Day 3): Reminder to non-responders.
  3. Close (Day 5): Lock responses and calculate NTS.
  4. Act (Day 6): Trigger G/Y/R action path.
  5. Report (Day 7): Update monthly trust brief and owners.

Rollup Worksheet (Monthly)

Item Value Calculation
Total Responses ___ Count of valid primary-question responses
Promoters (9-10) ___ Count
Passives (7-8) ___ Count
Detractors (0-6) ___ Count
% 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 0 to +29; R if < 0

Validation: Promoters + Passives + Detractors = Total Responses.

Action Rules By Status

  • G (+30 to +100): Maintain cadence and codify what stakeholders value.
  • Y (0 to +29): Select lowest 1-2 diagnostics and assign a 30-day improvement plan.
  • R (below 0): Schedule reset conversation within 48 hours and open executive-supported recovery actions.

Monthly Trust Brief (One-Page)

Use this output in your monthly leadership update:

Field Entry
Reporting Month __
Total Respondents __
NTS __
Status (G/Y/R) __
Lowest Diagnostics D__ / D__
Actions This Month __
Owner(s) __
Due Date(s) __

Related Resources: