PP&A kept the survey design constant so the two waves would compare cleanly: the core NPS question, an open question on the reason for the rating, an overall satisfaction rating, five zero-to-ten satisfaction areas (value for price, client partner and account management, service delivery and implementation team, quality of outcomes, and escalation management), a twelve-month trajectory question and a final comments field. The client assembled the target list of strategic, executive and operational leaders and sent the invitation under senior leadership's name, with account managers following up. Fieldwork ran from December 2 to 22, 2024, and PP&A alerted the client within 24 hours whenever a respondent rated six or below.

Participation grew to 48 respondents from 35 accounts, 71 percent of them in North America and a fifth in Australia. PP&A made one methodology change and documented it: partial responses that contained an NPS rating but stopped before the satisfaction questions were now included, and the 2023 results were restated on the same basis so the comparison held. The team scored NPS at the account level, mapped each account's satisfaction ratings against the survey average, coded the comments by responder type, and delivered the report with a methodology bridge and per-account profiles showing both years side by side.

The client received a report that compared both waves on the same basis, with a methodology bridge, account-level scoring and a profile of each account showing its two years side by side. It showed how the Net Promoter Score and the mix of promoters, passives and detractors had moved since the first wave, how each of the five satisfaction areas had changed, and how respondents saw their satisfaction trending over twelve months. The coded comments explained the scores, separating what promoters valued from what held lower scorers back.

The client came away with a clear answer on whether its score had held, a broader and more international evidence base than the first wave provided, and a short list of areas to work on before the next wave.