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NPS 101: Leveraging Surveys in Your Practice

Today’s post is short and sweet, just like the tool we’ll be talking about…

What’s the best customer experience you’ve had recently? Not just any old interaction, but a fantastic one. How many people did you tell about that experience?

Compare that to the last time you had a horrible experience. It’s likely you told more of your friends about the bad experience than the good one.

The average customer in the United States tells 8 other people about good experiences — and 21 people about bad experiences. Source

Do you know where your practice would fall on this scale in the mind of patients? Are they raving about their experience or telling others to stay away?

Leveraging NPS in Your Practice

You’re probably familiar with the question, “How likely is it that you would recommend our company to your friends or family?” but you may not be familiar with its power.

The question is helping brands across a wide array of industries understand their Net Promoter Score or NPS. NPS is an index ranging from -100 to 100 that helps businesses gain a picture of customer satisfaction and loyalty to the brand.

With this one simple question, you can gather validated data on what patients think of your practice.

How likely is it that you would recommend this company to a friend or colleague?

NPS is simple and elicits great response rates since it takes only seconds for your patients to answer – that’s why it’s so great.

Here’s How it Works

The question is answered on a scale from 1-10:

1-6: Detractors

Detractors clearly didn’t have the greatest experience and it reflects in the way they rated your practice. These patients are more likely to drop out of their care plan if you don’t intervene.

7-8: Passives

Passives aren’t overly positive or negative about their experiences in your practice. They won’t be promoting you, but they also aren’t unhappy. What can you do to make their experience just a little bit better?

9-10: Promoters

NPS is all about figuring out who your promoters are. People who rate your practice a 9 or 10 are excited about the work you do and appreciate their experience at your clinic enough to tell their friends.

These are the perfect patients to reach out to and ask for a social review on Google, Facebook, or Yelp.

Here’s how to calculate your Net Promoter Score:

(Number of Promoters — Number of Detractors) / (Number of Respondents) x 100

How NPS Helps

NPS helps you see which patients are likely to discharge early, and which ones are most likely to be your biggest champions. When leveraged throughout the continuum of care, you open up the possibility to intervene early and turn detractors and passives into promoters. Measuring customer satisfaction is necessary to improve it – NPS makes it simple.

Curious where your practice falls in the mind of patients? Clinicient and Keet Health can help with that.

Author

Diego Segura

dsegura

Diego Segura is a content and visual marketing intern at Keet Health. When he’s not trying to learn everything he can about healthcare, he’s busy documenting the process and writing about his learning.

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