Trouble is, a lot of 'success' is defined through the drive to improve NPS. It's the most subjective measurement tool possible in business, yet it determines so many other things, such as performance-related bonuses, KPI achievement, contractual SLAs.........such a fucking lazy metric yet one that also enables investors/managers to perpetuate a hire-and-fire culture - that's what's driving these people to ask for your validation - and it sucks massively for all involved except the ones desperately hanging on to their artificial sense of power and control.