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Paitent experience forms the core of the healthcare industry. According to a report by Accenture, organizations that improve the patient experience could potentially increase their revenues by 5% to 10% pre-COVID levels within 12 months. This is why measuring patient experience is now more crucial. Healthcare providers have to gain insights to keep at par with their patients’ expectations so as to not lose them to their competitors.
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NPS® or Net Promoter Score® is a one-question metric that allows you to measure how satisfied or unsatisfied your customers are with your products or services. The data gathered from an NPS® survey provide insights into your customers’ loyalty.
A strong NPS® shows that your customer experience efforts are headed in the right direction.
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Even though NPS® isn’t widely used in patient surveys, it’d be wrong to say that it can’t help healthcare providers in assessing their services. The data collected through NPS® surveys can act as key indicators of patient loyalty.
A healthcare Net Promoter Score® can also help identify the gaps in patient care that need addressing. A higher NPS® can translate ti high number of referrals while a low NPS® indicate mistrust. For example, nursing homes, rehabilitation centers, and hospitals are at risk of losing the trust of their community if quality care isn’t administered to existing patients.
A person might share their patient experience with others, and this can influence people’s choices on where they go for good healthcare. Good patient care is critical to every healthcare organization.
Few people look forward to doctor or hospital visits, so being able to demonstrate you are a reputable organization with an excellent rating goes a long way to alleviating patient stress. Also, when consumers choose a healthcare provider or product, they’re signing up for a consistent service rather than a one-off experience.
So by leveraging an above-average Net Promoter Score®, healthcare providers can attract and retain customers more effectively.
Buying healthcare products and services is a more emotional purchase than most others because consumers are looking to protect the welfare of their own lives or that of their families or client base.
NPS® surveys in healthcare remain one of the best ways to measure that experience.
By analyzing all the factors that contribute to your Net Promoter Score®, you can:
Voxco lets you deep dive into your NPS® data with a unified view.
Patient experience has always mattered, but now the stakes have escalated and health systems that don’t respond to new consumer demands are at a greater risk of losing patients to competitors. Now is the time to transform to grow healthcare share by exceeding patient experience expectations.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.
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