How to use and measure NPS with InsiderCX

In the healthcare industry, NPS helps providers understand patient experiences and track overall patient satisfaction. 

We prominently feature your NPS score in the InsiderCX dashboard. You can find it in the “General” tab, and it should look something like this:

This view shows top-level metrics. You can drill down into the data and head into the underlying analytics, all the way to actual patient responses. You can also filter data in many different ways (by the given NPS score, location, date, etc.) to find exactly what you’re looking for.

What is the Net Promoter Score?

NPS is a metric that measures customer loyalty and satisfaction by asking how likely customers are to recommend a product or service to others. It boils down customer feedback to a single, straightforward question: 

On a scale from 0 to 10, how likely are you to recommend our product or service to a friend or colleague?

The NPS question is often followed by an open-ended question in which the patient can explain why they gave the score they gave. Together, these two questions provide invaluable insight into patient experience and satisfaction.

Based on the score they give, patients are categorized into three groups:

• Promoters (scores 9-10): Your biggest fans who will spread positive word-of-mouth.
• Passives (scores 7-8): Satisfied but not enthusiastic customers who might easily switch to competitors.
• Detractors (scores 0-6): Unhappy customers who could potentially harm your brand’s reputation through negative reviews.

The reasoning behind the creation of the three categories, as well as their respective scoring brackets, were all based on extensive research into customer behavior and its correlation with business growth.

The formula for calculating NPS

To calculate NPS, subtract the percentage of Detractors from the percentage of Promoters:

For example, imagine you survey 200 customers and get the following results:

• 100 Promoters (50%)
• 60 Passives (30%)
• 40 Detractors (20%)

Your NPS would be:

NPS = %Promoters − %Detractors

NPS = 50% − 20% 

NPS = 30

The scale for NPS ranges from -100 to +100. Generally, a positive NPS is considered good, with anything above 0 indicating more promoters than detractors. A score above 30 is considered strong, and a score above 50 is excellent​​.

To find out more about NPS as a metric, like how it was developed and what are its most important advantages, check out the extensive NPS guide on our blog.