Paul, I admit you got me with the title and the direction of the post. I hadn't thought of applying the Net Promoter Score to associates. And I agree wholeheartedly with your understated caveat at the end about caution using labels.

I don't disagree with your principles, but with the labels themselves. Rather than using the label "passive" to describe those who are just trying to do their job, we might come up with a different term. I agree that simply investing time and attention in your people increases their engagement as long as it produces change. If you follow through and take action from your interactions with the folks in the center of the bell curve, everyone moves up. Well, everyone except those needing "broomed." As things start to improve, those in the "broomed" line stand out much more easily.

Thanks for making me think. Mike...