What is NPS? Doctors Who Value The Feedback of Served Patients
What is NPS?
This stands for the Net Promoter Score. It’s a gauge of the strength of our relationship with our patients. How loyal they are tells us a lot about how they’ll behave in the future.
Specifically, NPS is a loyalty metric that measures how customers answer a single question: “On a scale of 0–10, how likely would you be to recommend a service to a friend or family member?”
Net Promoter Score (NPS) is a valuable metric, and it has no doubt been adopted by many companies and industries. NPS is a simple, easy to use, and easily calculated metric that is intuitively associated with business health (Reichheld, Fredrick F. (2003), "The One Number You Need to Grow," Harvard Business Review, 81 (December), 46-54).
Why use NPS?
Patients who recommend services are very satisfied with the process and rave about it with other family members or online. Ultimately, NPS is a measure of the efficiency and effectiveness of an organization in delivering a rewarding customer experience. The metric indicates the loyalty that exists between your company and its customers. A positive NPS indicates that you have more advocates (or promoters) willing to recommend you than critics (or detractors).
What is a good NPS score?
Generally speaking, a Net Promoter Score that is below 0 would be an indication that your business has a lot of issues to address.
A score between 0 and 30 is a good range to be in, however, there is still room for progress. If your NPS is higher than 30 that would indicate that your company is doing great and has far more happy customers than unhappy ones.
An NPS over 70 means your customers love you and your company is generating a lot of positive word-of-mouth from their referrals. The higher your NPS is, the more likely it is that your customer referrals will convert into new leads and more revenue for your company.
Anything above 70 is considered a world-class service based on NPS standards and is highly regarded as a patient practice.
The Center for Vascular Medicine has an NPS score of 93
What are the average NPS scores in the Healthcare Industry?
This chart below shows the NPS score in the healthcare industry is one of the lowest, whereas with Center for Vascular Medicine has an NPS rating of 93. This is considered World Class according to this third-party estimate. We continue to provide excellent quality of care to improve on these numbers one patient at a time.
