How to use NPS to improve customer experience in the healthcare industry

The survey spiel (NPS) is a customer satisfaction metric that measures how likely customers are to recommend a company’s products or services to a friend or colleague. NPS is calculated by asking customers a single question: “How likely are you to recommend our product or service to a friend or colleague?” Customers are then scored on a scale of 0 to 10, with 0 being “not at all likely” and 10 being “extremely likely.”

NPS scores are divided into three categories:

Promoters: Customers who give a score of 9 or 10.
Passives: Customers who give a score of 7 or 8.
Detractors: Customers who give a score of 6 or lower.

The NPS score is calculated by subtracting the percentage of detractors from the percentage of promoters. For example, if a healthcare organization has 60% promoters and 20% detractors, its NPS score would be 40.

NPS is a valuable metric for healthcare organizations to use to measure customer satisfaction and identify areas where they can improve. By tracking their NPS score over time, healthcare organizations can see how their patients’ satisfaction levels are changing and make adjustments to their operations as needed.

Here are some tips for using NPS to improve customer experience in the healthcare industry:

Collect NPS feedback regularly: Don’t just collect NPS feedback once a year. Collect it regularly, such as after every appointment or patient interaction. This will help you to identify trends and patterns in patient satisfaction.

Segment your patients by NPS score: Segment your patients by NPS score to identify promoters, passives, and detractors. This will help you to target your marketing and outreach efforts to the right patients.

Close the loop with detractors: When you receive negative NPS feedback, be sure to close the loop by responding to the feedback and taking action to address the patient’s concerns. This shows patients that you value their feedback and that you are committed to improving their experience.

Here are some examples of how healthcare organizations can use NPS to improve their business:

A healthcare organization can use NPS to track patient satisfaction with its new online appointment scheduling system.

A healthcare organization can use NPS to measure patient satisfaction with its wait times.

A healthcare organization can use NPS to track patient satisfaction with its patient education materials.

A healthcare organization can use NPS to measure patient satisfaction with its customer service.