Why it is important to use NPS, especially in the Healthcare industry
> The Net Promoter Score is the best way to measure patient and partner loyalty.
The Net Promoter Score is a metric that has managed to stand out among other measurements that show the customer's perception of our service. However, NPS is still ideal when it comes to health services.
Net Promoter Score is an indicator that measures the probability that a customer will recommend a product or service. In this sense, in the healthcare world, the probability that your patients will recommend you to friends, family or acquaintances is a value that increases when it comes to medical care.
Feedback from patients and associates is a key element to evaluate your healthcare service and implement improvements. In this opportunity, we would like to tell you why it is important to keep this measurement in mind in order to maintain the quality of your healthcare service.
Easy implementation and use
At SkyMed, the NPS is part of the Patient Journey we offer our clients. It is a short survey in which the key question asks about the likelihood of recommending the service to your family, friend or colleague. You can add a couple more questions that are generic and open-ended.
The NPS allows you to indicate promoters, detractors and passives and this helps to classify your patients to eventually offer them personalized services.
More chances to gather answers
Because of the simplicity and shortness of the survey, the NPS has a high response rate and this is a great advantage when choosing it as a feedback method. Some NPS surveys may include more questions in addition to the main one; even then it would not require more than 5 minutes for patients and associates. When response rates are higher, there is more robust and reliable data available.
The most important data: patient and partner loyalty
The loyalty of patients and associates can be a great fuel to elevate your health center or service provider institution. Having the constant choice of a portfolio of patients is a guarantee of stability and growth. That is why it is essential to have the right tools to assess the likelihood that your patients and associates will continue to choose you.
The NPS is not only a form of measurement, it is a gateway to important data that adds value to your brand strategy. A guarantee of growth and positioning for your institution, health center or service provider.
As we told you, at SkyMed feedback is an essential part of our Patient Digital Journey. Do you want to know what it is? Contact us here to arrange a virtual meeting with one of our representatives.
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