I've recently been asked to explore introducing a new service level to measure our employees' NPS rating of one of our technology suppliers. Given NPS is a subjective measure the supplier has verbally indicated to me that they would be reluctant to agree to introducing it, and I tend to agree with their position.

Does anyone have any experience with using NPS as a service level, or used some other form of customer satisfaction metric? Or is this sort of metric best reported elsewhere? Appreciate any thoughts or suggestions from the IACCM community.