Net Promoter® Summary Tab

The Net Promoter Score® section helps you understand your customer’s perception of their care, which is fundamental to delivering an excellent patient experience. After a patient submits an NPS survey, their score is instantly recorded on the Net Promoter Score tab. Analyze the survey results, track trends, and implement changes to manage patient retention and drive business growth. Based on the chosen date range, you can view overall NPS or a breakdown of NPS by provider, facility, body part, and referring provider. This page also allows you to export data and download your NPS report card. Let’s dive in.

Access the Net Promoter® Summary by clicking the NPS® tab.

Net Promoter® Summary Charts

Your overall NPS and a breakdown of your detractors, passives, and promoters are automatically calculated for you based on the results of your surveys within the selected period.

  1. First, use the date picker to choose a custom date range or use the drop-down to select a pre-defined date range. This field defaults to the last 30 days.                 
  2. From here, you can filter using the drop-down menus to choose a specific workflow, location, provider, and/or referring physician. 
  3. Remember: Net Promoter Score is calculated by subtracting the percent of detractors from the percent of promoters. Scores range from -100 to +100. In this example, if 50% of respondents are promoters and 33% are detractors, the NPS is +17 (50 - 33 = 17). NPS should be a personal metric. Establish your baseline and continually improve your score.
  • Promoters (scores of 9 and 10) are your practice’s enthusiasts. They’ll seek out your services, and encourage their friends and family members to do the same.
  • Passives (scores of 7 and 8) are satisfied, but not necessarily loyal. These patients may find another provider if they think he or she will be a better fit.
  • Detractors (scores between 0 and 6) are unhappy or dissatisfied patients who may communicate their dissatisfaction to their friends and family members, thus detracting from your practice.

Exporting Data

You have two options which will allow you to export NPS data to an Excel Spreadsheet.

  • Report Card: This excel report shows NPS totals by Therapist for specific time intervals (month, quarter, year, and so on).
  • Export Raw Data: This is a table of all NPS survey data collected, including the patient, clinic, and survey details.

NPS® Data Tables

Next, you’ll be able to view running lists of recent survey responses and frequent trends (and their frequency). Search for specific items using the search bar. You can download data using the Cloud icon.

Trends

You can add trends in the patient's NPS response page, as described here. Once a trend is added, hover over the trend to assign the NPS color to the trend. Use Green if it is a positive/promoter trend, use Gray if it is a neutral/passive trend, and use Red if it is a negative/detractor trend.       

NPS Management

Additionally, you’ll be able to track NPS statuses directly from this list. These statuses are primarily used to facilitate detractor management, as outlined in this  article.

    NPS surveys may have one of three possible statuses: Open, Replied, or Closed.

    • Open: Open survey scores require attention and are indicated by an open envelope icon on the NPS Dashboard.
    • Replied: Replied surveys may require additional attention or further escalation to resolve. Replied surveys are indicated by a reply arrow icon on the NPS Dashboard.
    • Closed: Closed surveys have been addressed, resolved, and require no additional action. Closed surveys are indicated by a circled X icon on the NPS Dashboard.

NPS by Provider, Location, Region, Body Part, and Referring Provider

Each of these tabs allows you to view Net Promoter Scores sectioned out by category. Use the search bar to narrow down the tiles you’d like to see. You can also choose how you would like to sort the tiles using the available options.

  • Red Tile: indicates an overall detractor score
  • Gray Tile: indicates an overall passive score
  • Green Tile: indicates an overall promoter score
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