Create NPS® Surveys

Reach has licensed the use of the Net Promoter Score® survey. This survey is designed to measure patient loyalty, unlike typical satisfaction surveys you may have used before. Loyalty metrics, and especially the NPS, help you understand the likelihood of patients to refer their friends and family to your clinic (word of mouth referrals), if they would be a repeat patient, or if they would be just as likely to take up a competitor on a promotion than come back to your practice. 

This survey measures patient experience and satisfaction with one simple question, “How likely is it that you would recommend this practice to a friend.” Because this is a licensed survey, we won’t be able to make any changes to the layout or wording, beyond the subject line and including the facility name within the survey. You will not be able to send surveys to leads. At this time, the NPS is the only type of survey that you can create in the “Surveys” section of Content.

  1. Start by selecting Content from the Campaigns drop-down.                                                                        
  2. Select Create Content, and click Survey.                                   
  3. Name the survey and add a Description. This information will not be seen by the patient.
  4. Next, select your Primary Notification method. Unlike the other two content types, you only have two notification options: Email and Text Message. Note: we continue to recommend email as the primary notification method for most workflows.
  5. You can add an optional Secondary Notification method. For high-value workflows, we typically include text as the secondary notification method to capture patients who provided a cell phone and do not have a valid email on record.                  
  6. Lastly, you can choose how often an individual can receive this message using Send Rules. The default is once per day. Click here to learn more about Send Rules.
  7. Click Save Content. This will allow you to preview your notification method(s).

Email Notification Options

These are our recommendations for setting up the email to accompany the survey.

Subject Line

This is a great place to include dynamic variables.

From Name

This field defaults to the Primary Treatment facility for patients if left blank. This is pulled from the Facility Name as it appears in the Settings section.

You can override a default by typing in alternate data and/or including dynamic variables. A great example is using the {{primary_therapist}} dynamic variable to make the content appear to be sent to the patient directly from their therapist.

Reply To Address

This defaults to the facility-specific email address for patients. If no facility is included in the contact record, this will fall back to the company’s main email address. (This is pulled from the Company Email field in the Setting section).                                      

Text Message Notification Options

When crafting a text message outreach, you should follow the best practices we’ve explained here.

  1. Use the Variable drop-down to include dynamic variables.
  2. You do not need to include the survey link, it will be automatically included for you.

Survey Details Page

Once saved, you’ll be navigated to the details page for this particular survey. Here you can find stats around the content’s performance for the selected date range.

Stats

These stats are the aggregate of all workflows that use this piece of content. Track NPS through the individual workflows to gauge how people are responding to your clinic at the intervals determined by your workflow triggers. Be sure to keep an eye on your overall NPS in the NPS dashboard, click here for more information.

  1. Reach: the number of unique patients who have received an email from workflows that belong to this campaign
  2. Open %: the percentage of recipients who have opened (or viewed) emails that belong to this campaign. Formula: emails opened divided by total emails sent. You will not have an Open % for text messages.
  3. Click-To-Open Rate: the percentage of recipients who click on a link in this content after opening it. Formula: total clicks divided by number of opened emails. You will not have a Click-To-Open rate for text messages.
  4. Unsubscribe %: percentage of recipients who unsubscribed from the email list as receiving one content belonging to a workflow within the campaign. Formula: number of patients that have unsubscribed divided by total patients     

Details

The Details section contains information on

  • Who last updated the content
  • The type of content
  • Which active workflows the content is associated with
  • The designated send rules

You can also preview of the content for both primary and secondary (if included) send options.

The email preview allows you to see the email exactly as it will appear to the patient. If you want to test your links, right click on the link and choose Open link in new tab. From there, you can open the link as you normally would. This ensures that the link content doesn’t mask your email in the preview window. Please note that any dynamic variables used will contain placeholder data.    

Recipients

This section displays all patients who received this post. You can see how the patient has interacted with the content, including whether they’ve opened it, clicked a the link within the content (including the unsubscribe link), or have unsubscribed. However, if the link was sent to the recipient via text message, you cannot track text message opens. 

Send Content

This section allows you to send this announcement to a patient directly without setting up a workflow. Use the search bar to locate and select the patient. You will be able to send the message throug the primary notification method. This button will display as Send as Email or Send as Text.

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