Meduit’s recently conducted Net Promoter® Score (NPS) results are in from our clients and the news is surprising … even to us. The core of any NPS is if your customers would recommend you to someone – nice and simple yet powerful and telling question because it says it all.
How Net Promoter Score Works
NPS is a core customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend products or services to others. It is an important experience metric used by companies around the world that is well respected and considered a reliable benchmark of how customers view the company.
Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.” Based on global NPS standards, any score above 0 would be considered “good.” This simply means that the majority of your customer base is more loyal.
For example, Apple has a score of 47, Amazon 25, Google 11, Facebook -21, Disney -7, CVS -10. (Source: Customer Guru, accessed 02.26.2020, https://customer.guru/net-promoter-score/top-brands)
Meduit’s NPS survey asked our existing customers on a scale of 1-10, how likely are you to refer other healthcare organizations to Meduit’s suite of revenue cycle solutions?
How Meduit Ranked
Meduit’s score came in at a whopping 68 points! That means that a vast majority of companies responding to the survey that have experienced the Meduit revenue cycle difference are very pleased with the solutions and services that we provide to them and hold Meduit in high regard.
What do we do with that information? Strive for better, just like we do for our clients and their patients every day. We are doubling down on training, expanding programs and strengthening processes, and leaning on technology and artificial intelligence to make the customer experience even better.
Because at the end of the day, keeping score only matters in the context of the constant pursuit of excellence.