How to Set Up a Net Promoter Score (NPS) Program

What is a 'Net Promoter Score' (NPS)?

A Net Promoter Score (NPS) measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world around.

The NPS Calculation

Calculate your NPS using the answer to this question, using a 0-10 scale:

How likely is it that you would recommend [clinic name] to a friend or colleague?

Respondents are grouped as follows:

Promoters (9-10): loyal enthusiasts who will keep buying and refer others, fueling growth.
Passives (7-8): satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
Detractors (0-6): unhappy customers who can damage your brand and impede growth through negative word-of-mouth.

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

Example

Total = 20 Responses

10 - 2 responses
9 - 8 responses
8 - 4 responses
7 - 2 responses
6 - 1 response
5 - 1 response
4 - 0 responses
3 - 0 responses
2 - 1 responses
1 - 1 responses
0 - 0 responses

NPS Score = % of Promoters - % of Detractors

NPS Score = (10/20) - (4/20)

NPS Score = + 30% (50% - 20%)

A Core Metric for CEM

Use your clinic's NPS as the key measure of your customer’s overall perception of your clinic's brand. Because NPS is a leading indicator of growth, it provides the best anchor for your customer experience management (CEM) program. Complement NPS with other metrics and insights from various points along the customer journey, and you have a comprehensive, actionable view of your customer experience performance.

How to Set Up an NPS

Step 1: Juvonno Custom Fields

You will first need to create a custom drop-down field for all patients called 'NPS'. When setting up the custom field you will place the Options as numbers 0-10.

Step 2: Send NPS Survey

Use JComm to send out a survey to all of your current patients. Have your patients rate the query on a scale of 0-10 with 0 being not likely at all:

How likely is it that you would recommend [clinic name] to a friend or colleague?

Reports best suited to pull patient email addresses:

Patient Advanced Search
New Patient Report
Practitioner Patients
Active Patients

TIP: Be sure to give patients an easy way to email your clinic back!

Step 3: Enter Results

Once patients rate your clinic, and the information is sent back, simply enter the number that they submitted into their patient profile under the custom field of 'NPS'.