Net Promoter Score

Measure your patient experience

Net Promoter Score or NPS is a metric used in customer experience programs. NPS measures the loyalty of customers to an organization. PatientTrak can be used to calculate your organization’s NPS. 

It’s a simple question and methodology for computing the NPS.

Net promoter score
NPS Block Letteres for Net promoter score - PatientTrak

How to calculate your NPS score

How likely is it that you would recommend [Organization/Product/Service] to a friend or colleague?

Respondents give a rating between 0 (not at all likely) and 10 (extremely likely) and, depending on their response, customers fall into one of 3 categories to establish an NPS score:

  • Promoters respond with a score of 9 or 10 and are typically loyal and enthusiastic customers.
  • Passives respond with a score of 7 or 8. They are satisfied with your service but not happy enough to be considered promoters.
  • Detractors respond with a score of 0 to 6. These are unhappy customers who are unlikely to buy from you again, and may even discourage others from buying from you.

Calculate your NPS score by subtracting the percentage of Detractors from the percentage of Promoters.

For example, if 60% of respondents are Promoters, 20% are Passives and 10% are Detractors, your NPS score would be 60 – 10 = 50.