Net Promoter Score

The Net Promoter (NPS) question asks patients how likely they are to recommend your practice to their family and friends on a scale of 1 - 10, and provides a clear easy to gauge snapshot of patient satisfaction. The NPS categorizes patient responses as:

• Promoters (score 9-10): Loyal enthusiasts who will keep using the service and refer others.
• Passive (score 7-8): Satisfied but unenthusiastic patients who might switch providers.
• Detractors (score 0-6): Unhappy patients who may spread negative feedback.

NPS Calculation and distribution

NPS is a metric ranging from -100 to 100, calculated by subtracting the percentage of detractors (scores 0-6) from promoters (scores 9-10). Although passives (scores 7-8) are recognized, they don't alter the NPS. Our bar graph illustrates where most the feedback falls. A higher NPS signals higher patient satisfaction.