You have calibrated intent. You have moved the structural levers. Alignment is closer to where it needs to be. Complaints keep coming. NPS has not moved.
In service operations there is a delay between internal alignment and what customers believe about you. This is where many leaders assume the new work is failing and go back to firefighting.
Customers do not meet your brand only in the present. They meet it through the last point of friction. New, aligned interactions take time to overwrite old memory. One systemic failure leaves a mark that several consistent experiences have to work through. Errors already in the pipeline also have to clear after you reset intent, structure, culture, and measurement.
Do not judge new alignment only by today’s scores. Judge it by today’s internal precision. If the levers are set correctly, the scores follow. You have to outlast the lag.