NPS stands for Net Promoter Score. After you purchased something online, you may have received an email from the company asking “How was your experience with us? Would you recommend us to a friend? This is the company trying to gauge their NPS.
Many of the treatment centers and sober livings we work with are now starting to measure NPS from their patients upon discharge. NPS is a great metric for you to see how happy people are with your program. It is a surefire way to gauge your client experience.
NPS is measured on a scale from 1 to 10, 1 being someone not likely to recommend your program to their friends. Promoters are people that respond with a 9 or 10. Passives are people that respond with a 7 or 8. Detractors are those that respond with a 0 to 6. The formula to calculate NPS is:
NPS = % Promoters – % Detractors
Businesses love NPS because it is an easy survey to assess the effectiveness of their business, especially a business that runs on referrals. Typically after someone has clicked a number from 0 to 10, it is recommended that you ask a follow up question to learn more details.
Here are some example of follow up questions that can help you improve your customer experience.
If someone is a Promoter:
What in specific would you recommend to a friend about our program?
- Staff were professional, smart and educated
- Staff genuinely cared about me
- Good food
- Nice facility
- Program really works
If someone is a Detractor:
What would you say is the most important aspect of our business that needs to be improved?
- More professional, educated staff
- Different therapeutic methods and clinical program
- Nicer facility
- Better food
- Staff need to be retrained on how to be empathetic
Using One Step, you can easily create an NPS form and share it with your alumni. If you would like to learn more, fill out the form below and we can show you the benefits of sending surveys to alumni using One Step!