Implementing NPS is not easy to get right, because there is a tendency in the organization to take it as a number, and then the number becomes the object of all things. And of course, it’s not about a number. It’s about what’s behind the number. It’s what customers are telling you and how that number stacks up vis-à-vis competition in any particular geography or any particular product area and taking those learnings, that feedback, back into the....