The Net Promoter Score (NPS) is a customer loyalty metric that measures the likelihood of a customer to recommend a company’s products or services to others. It is based on a single, powerful survey question:
How likely are you to recommend [Your Company] to a friend or colleague?
Developed by Bain & Company, the NPS methodology has been rigorously tested for more than two decades in a multitude of industries (including healthcare), and has shown to be superior to much longer and more complex survey tools in predicting overall company growth and customer lifetime value.
Based on their response, customers are classified as Promoters, Passives or Detractors. NPS is then calculated as the percentage of Promoters minus the percentage of Detractors. A positive NPS indicates that a company has more Promoters than Detractors, while a negative NPS indicates the opposite. NPS is widely used as a key performance indicator (KPI) in customer service and customer experience management.
How SocialNPS works
Lobbie’s easy to implement and use SocialNPS Module automatically sends an NPS survey to your patients after an appointment has occurred. It runs in the background and also captures follow up feedback and requests patients to leave a Google review. Over time, SocialNPS creates an aggregate metric score of how well you and your staff are meeting patient expectations and can directly improve revenue, profitability and build your organization’s reputation and brand.
Patient experience monitoring
Positive Google reviews
Benefits for Operations
Know how your practice is doing
Get up-to-date feedback from your patients after every visit using a consistent metric that all of your employees can reference.
Track trends & benchmarks Compare how you’re doing against past performance. Find out what leads to happy patients.
Identify opportunities to improve Find out what your core drivers of patient satisfaction and dissatisfaction are. Be able to fix the root causes as they emerge.
Benefits for Marketing
Stand out in Google
More reviews = more visibility in Google.
Give a voice to your patients
Let your patients tell others about their experience with your organization.
Grow your practice with NPS Identify patients who are most likely to recommend your organization. Research suggests that Promoters may account for up to 80% to 90% of all referrals.
Send out an NPS survey to your patients over email or text
Send out surveys manually to any patient you’d like, or have surveys be sent out automatically to patients based on their forms due date or on a set time after an appointment, or using other triggers.
Ask for feedback and reviews
Based on the survey response, direct patients to either give feedback or, optionally, leave a Google review for your practice.
View incoming responses in real time
Get a full overview of all incoming responses. Know which patients to follow up with.
NPS surveys benefit healthcare practices
NPS provides a consistent benchmarking tool that is continually being updated and aggregated as new responses are received so you can track patient perceptions, benchmark against internal and industry averages, and monitor progress over time.
This allows organizations to make operational and service improvements, or add products and treatments that can increase patient loyalty and referrals that ultimately grow revenues. NPS is a metric every employee can understand and use to discuss the patient experience. NPS has even been shown to help provide better health outcomes for your patients.
Online reviews help your practice stand out
Patient reviews are a crucial part of a healthcare practice's online presence and can have a significant impact on its success.
Reviews can help improve the practice’s online presence and reach a wider audience. When a healthcare practice has a strong online presence, it can attract more potential patients and improve its reputation.
Online reviews are an important part of this online presence, as they provide valuable information about the practice to potential patients.
Reviews can help to build trust and credibility for the practice, as they provide an opportunity for patients to share their experiences with others.
Reviews can help a practice to stand out among its competitors and can improve its ranking on search results.
For more on NPS, see our articles on Lobbie Institute: