In Part 1: Utilizing the Net Promoter Score® in Physical Therapy Practice we discussed what the NPS® score means and how it's calculated. Deemed “The One Number You Need To Grow” by a Harvard Business Review, the NPS® score is easy to deploy using platforms like Healigo, quick to analyze and simple to act upon. Given that NPS® is new to the physical therapy profession, today I’ll outline 3 ways that these scores can be utilized to help your practice grow and improve patient loyalty.
To Review How The Scores Are Categorized
Promoters: respondents giving a score of 9 or 10. These patients can be your best advocate and can refer many other potential patients to come your way.
Passives: respondents giving a score of 7 or 8. These patients can be your biggest uncertainty and may or may not influence other current and potential patients away from your company.
Detractors: respondents giving a score of 0-6. These patients can be your worst critic and can influence many other current and potential patients away from your company.
If you examine the demo data below, you can see that patient Nick Fontana would be considered a "detractor" and Brittney Ortiz would be considered a "Promoter." So now what?
How To Use The NPS® Score To Grow Your Practice and Improve Patient Loyalty
1. Improve Retention: Using NPS® to identify Detractors (0-6) can help prevent patient churn. Studies have shown that detractors are more likely to defect from your business and attend fewer visits than promoters! Identify who these patients are, educated them, and most importantly, engage them!
2. Manage Your Reputation! Promoters (9 or 10) are statistically more likely to tell friends & family, write reviews, share your business cards, etc. In fact, Bain & Company estimates that 80-90% of referrals come from promoters! Now that you’ve identified who these patients are, ask them to write reviews, and be sure to give them referral cards!
3. Keeping Patients In Your Ecosystem: Studies have shown that acquiring a new patient cost 5-25x as much as retaining an existing patient! Follow up with promoters at key points after discharge for healthy check ups!
Where Can I find an NPS® System For My practice?
How do you identify and leverage patients with an amazing experience to write glowing testimonials on your behalf? How do you identify patients who are likely to miss appointments or drop out of PT together? To learn more about NPS® software, contact us at firstname.lastname@example.org