Standing CT are celebrating an incredible Net Promotor Score of 98.
Net Promoter Score is a customer loyalty metric developed by Fred Reichheld and Bain & Company in 2003. The primary objective of NPS is to measure the likelihood of customers recommending a company or product to others. The NPS survey consists of a single question: “On a scale of 0 to 10, how likely are you to recommend our company/product to a friend or colleague?” Based on their responses, customers are segmented into three groups: Promoters (score 9-10), Passives (score 7-8), and Detractors (score 0-6).
Calculating the Net Promoter Score involves subtracting the percentage of Detractors from the percentage of Promoters. The resulting score ranges from -100 to 100, with higher scores indicating a stronger customer advocacy and potential for business growth. Additionally, NPS provides qualitative insights by encouraging customers to provide comments and suggestions, enabling organisations to identify areas for improvement.
Standing CT have been using NPS to measure patient satisfaction since 2018 and are incredibly proud of our current NPS score of 98. Bain & Company (the creators of NPS) note that a good NPS score is 0 and above. Above 50 is excellent and above 80 is world-class. In the healthcare industry, the average score is 58.
After patients have had their scan, they are asked to complete a customer feedback form. The majority of patients are happy to do this and we have an overall feedback percentage of 99% across all scanning sites. Asking for patient feedback immediately after the scan ensures that the feedback is accurate, as the experience is fresh in the patient’s mind. The patient feedback is collated and analysed and then reviewed at our monthly Operational Management Board meeting. The feedback is discussed and any patient suggestions for improvement are taken into account through our “You said, we did” programme.
Standing CT’s remarkable NPS score of 98 demonstrates our commitment to putting our patients at the heart of everything we do, and is a testament to the exceptional work of our team of radiographers and healthcare assistants. By actively utilising NPS to measure patient loyalty and feedback, Standing CT are working to establish ourselves as a leader in patient-centric care, consistently striving for excellence and continuous improvement.