Harvard Business Review said that the Net Promoter Score (NPS) is:
" The One Number You Need to Grow "
It has been widely adopted with more than two thirds of Fortune 1000 companies using the metric (s: wikipedia).
What's Net Promoter Score (NPS)?
The NPS is a management tool, created by Bain & company after more than 13 years of research to measure clients' loyalty and satisfaction.
Using NPS, you can identify your biggest fans in order to ask them to refer their friends and family to you; even identify your unhappy patients to perform a patient service rescue to create a satisfied lifelong experience.
With Cliniq Apps pre-built NPS and automated feedback you not only can gauge your patients loyalty per practitioner but also collect and read your patients' feedback.
What Are The Benefits?
Word-of-Mouth: Increased by flourishing your promoters and asking them for referrals
Patient Retention: Increased by decreasing your early patient dropout through early monitoring.
Patient Reactivation: Increased by monitoring your patient satisfaction at different key points of care.
Team Management: Track patient satisfaction of each member of your team & provide them with feedback.
Patient Loyalty: Improve your patient experience and loyalty by acting on their feedback.
What does it look like?
The NPS is a quick, one question survey that asks your patients:
"Based on your last appointment with us, how likely are you to recommend our clinic to a friend or colleague?"
This question is the patient satisfaction survey pre-built in Cliniq Apps. All you need is to select it.
The patient will answer by choosing a score between 0 and 10.
Then, depending on the answers, the patients will be categorised into 3 categories:
Score 9 - 10
These patients are your loyal patients; the lifeblood of any business.
They account for 80-90% of your practice word-of-mouth referrals.
Score 7- 8
These patients are passively satisfied with your services.
This group isn't brand loyal and may leave you to go to your competitors.
Score 0 - 6
These patients are the most likely culprits for negative word-of mouth comments that hurt your business.
The NPS calculation itself is simple:
NPS score = (% Promoters) - (% Detractors)
Cliniq Apps automatically calculates this score for you practice. You can choose the practitioner of your choice. This will allow you to compare the loyalty of patients towards these practitioners. A great way to identify providers that need to improve on their quality of service to increase their patients' satisfaction.
Deploy Your NPS
Check how you can deploy your NPS for your patients after their first visits by clicking HERE.
Cliniq Apps automatically asks your patients to give you a feedback after choosing their score. You can then read these feedbacks for every patient and select their practitioners.
It will give you the opportunity to re-examine your strategy and change the aspects that aren’t yielding positive results. It will also help you understand who's, among your practitioners, providing the best service.
Then Make it Easy for Promoters to Be... Promoters
Check how you can ask your promoters to promote you and get more patients by clicking HERE.
Drive Social Reviews: Ask your promoters to refer you to their friends and families. Offer discounts!
Drive Digital Reviews: Follow up a few days after a patient scores highly with links to your Google Local page. Google Reviews improve your search engine rankings, and help prospective patients find you easily.
Run Reactivation Campaigns: Stay in contact with your promoters after they are discharged. Give them the opportunity to come back in for a free wellness screen of care 3, 6, or 12 months after discharge.
Enjoy Growing Your Practice!