Net Promoter Score Surveys

What is NPS?

Net Promoter Score (NPS) is a customer loyalty metric commonly used to gauge customer satisfaction.

Customers can be placed within three categories:

1. "Promoter" customers (give a 9 or 10 rating) are enthusiastic, loyal, and "promote" you to their friends and family.
2. "Passive" customers (give a 7 or 8 rating) are happy but can easily be tempted to leave by an attractive competitor. Passives may become promoters if you improve your product, service, or customer experience.
3. "Detractor" customers are unhappy, feel mistreated, and have an increased likelihood of moving to a competitor. They are likely warning potential customers to stay away.

An NPS survey simply asks customers how likely they are to recommend the company to friends and family (on a scale from 0 to 10 where 0 is not at all likely and 10 is very likely).

Your NPS is calculated by subtracting the percentage of detractors from promoters to get an overall NPS result; therefore, your score can range from -100 to 100. A "good" score is all relative. See this article for some benchmarks. We are not aware of any existing benchmarks in Aged Care. We suggest you start with an NPS survey before you start using Tell Touch.

How does it Work?

Admins can trigger an NPS survey to be sent out to all consumers and representatives that have an email address in the system. It will send an email to them asking for a rating and will prompt them for additional comments as to why they gave the score they did. If the recipient does not reply after five days, it will send an additional email reminder.

Why send an NPS survey?

NPS is a great way to take a snapshot of how your company is performing from a consumers perspective. It allows you to track and measure the success of various initiatives you undertake to improve performance.

How frequently should I survey?

We suggest you trigger an NPS survey before you start using Tell Touch. This will act as a benchmark. To not annoy respondents, we recommend waiting at least six months before triggering the survey again.