Raimund has fantastic examples of how they communicate NPS within the organization. The toolset includes:

• Detailed 2,000 word NPS brochure
• NPS conference with local university (Bonn)
• Best practice documents
• Flash animation video

Drivers of advocacy for T-Mobile

• First -- value for money: The fundamentals need to be there
• Customer services: 1) competence and 2) did they try, even if they can't resolve issue, and 3) friendliness
• Network coverage

How do they drive NPS internally?

• Comprehensive communication -- ensuring that every employee understands NPS
• Measure the NPS of employees -- example: are call center agents happy enough to recommend product?
• Immediate distribution of results, often weekly
• NPS task forces in various countries.