Everything you need to know about: “Net Promoter Score”
What is a Net Promoter Score?
Net Promoter Score (NPS) is a metric used to measure customer loyalty and gauge the likelihood of customers recommending a particular company, product, or service to others. It is a widely recognized and adopted tool in the business world for assessing customer satisfaction and loyalty.
The NPS methodology revolves around a simple question: "On a scale of 0 to 10, how likely are you to recommend [company/product/service] to a friend or colleague?" Based on their responses, customers are divided into three categories:
Promoters (score 9-10): These are highly satisfied and loyal customers who are likely to recommend the company to others. They serve as brand advocates and can contribute to positive word-of-mouth marketing.
Passives (score 7-8): These customers are generally satisfied but not enthusiastic enough to actively promote the company. While they may continue to use the company's products or services, they are more susceptible to competitive offers.
Detractors (score 0-6): These customers are dissatisfied and may share negative experiences or criticisms about the company. Their negative word-of-mouth can potentially harm the company's reputation and affect future customer acquisition.
To calculate the Net Promoter Score, the percentage of detractors is subtracted from the percentage of promoters. The resulting score can range from -100 to +100, with higher scores indicating a more favorable customer sentiment and greater potential for positive business outcomes.
NPS provides businesses with actionable insights and serves as a benchmark for measuring customer loyalty and tracking improvements over time. It helps identify areas of strength and weakness, guides decision-making, and enables companies to prioritize efforts aimed at enhancing customer experience and building long-term relationships.
Why should this be important to any patient?
Before any purchase, one of the first things consumers look at are ratings. How many stars a certain product or establishment has based on public reviews can greatly influence an exchange - money for services. The power we put into reviews from people we never met is immense. That is exactly how “Yelp”, “Google Reviews”, “Facebook Page Reviews”, “Angi” (formly Angie’s List), and many other platforms came to become household names. Consumers value what other people think, how their experience was, and the quality of the product received.
Now, when you are looking for products that go inside your house or business, it seems like second nature to look at the ratings and select the best establishment for you. Same goes for a restaurant or hotel. Are they safe? Reliable? Clean? Kind and cheerful? If there are too many bad reviews, or the reviews do not seem genuine, you might keep looking for a better option.
Now, why does that stop when we think about our medical professionals? Well it shouldn’t stop. Instead, we should recognize that patients are consumers too; consumers of health care services. As a consumer, we should want and expect exceptional services - especially considering the circumstances (it’s uhh… OUR HEALTH!). NPS scores allow businesses to see how consumers (aka patients) rank their services. This information provides honest feedback which can be helpful to the business and other potential patients, giving them comfort that the choice to be seen by a particular practitioner was made after doing some due diligence.
How do other healthcare systems compare to Health Hive practitioners?
If you read through some of our patient testimonials, you will see our practice has exceptional (10/10) reviews from those we have served. Now, what about other places that are likely in your area - NovaCare, ATI, and Jag-ONE? Well, NovaCare does not publicly disclose their actual ranking - instead mentions common descriptors that are used, “respondents said their therapist was caring, compassionate and encouraging”. No score though. How about ATI? They boast to their shareholders about the improvement in NPS score, jumping to a whopping 78, or 7.8/10. Now, Jag-ONE must be better? Well, when searching for the actual value of their NPS score, all you can find are articles describing the immense growth this private company is making, and how the NPS score (feedback from patients) are driving the success of the company. So, why not reveal this incredible number? They probably want to stay humble because disclosing how profitable and wildly successful this business has become over the years would be too over-the-top if it included their extremely high NPS score. Sure, that might be it. Or, it could be that the company has focused more on profits, mergers and acquisitions, than patient outcomes.
This analogy can be used for all of these competitors: A blind squirrel finds a nut once in a while. That means, even if people are misguided (by profits), sometimes they can still be correct by being lucky. All of these companies have morphed into treatment factories where people are pushed through like cattle. Yes, people who go to these places can and some do get better, but is it because of the excellent service provided at these facilities or is it because the human body has incredibly complex healing potential? Was it the doctors that provided the majority of your treatments, or was it the PTA, or an aide?
Why choose the Health Hive?
If you are tired of being another person aimlessly wandering the healthcare industry; if tired of being prescribed medications that do not make you feel better or even worse than before; if you are tired of endless injections that work less and less each time; and if you are frustrated with the lack of actual attention you get from your doctors - try the Health Hive. The doctors at the Health Hive believe that the human body can heal most things if given the proper direction, whether it be movement, needling, soft tissue mobilizations, counseling, or a combination thereof. We also believe that without incorporating the mind, body, and spirit into your treatments, a great disservice is committed. Health Hives provide our clients have exceptional outcomes and marvelous experiences.
