The Net Promoter Score® (NPS) measures the willingness of people to recommend a company or service to others. NPS is a customer satisfaction measurement standard and intends to predict customer loyalty. Customers are assigned to one of three groups based on their rating of 0 to 10.
Promoters give a rating of 9 or 10. They enjoyed the experience and recommend the company to others.
Passives give a rating of 7 or 8. They are somewhat satisfied, will not share their opinion or promote services. Passives are excluded from the calculation.
Detractors give a rating of 0-6. They are unhappy and may harm the reputation of the company by relaying negative opinions in conversations or social media posts.
NPS = % promoters - % detractors
The NPS score ranges from -100 to +100 and the following graphic demonstrates how scores are typically interpreted.
With SmartContact, patients can report their experience with the physician and nurse using a 5-point Likert scale . A modified NPS (mNPS) is calculated based on defining Promoters report a 'very good' experience, (top box), Passives report a 'good' experience, and Detractors report an 'average, 'bad,' or 'very bad' experience.