Care Promoter Score™ Net Promoter Score®-Style Surveys

Net Promoter Score® (NPS®) is a customer loyalty metric commonly used to gauge customer satisfaction. It measures the likelihood of customers recommending a company to others and categorizes them into three groups:

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 satisfied but could easily be swayed by a competitor. Passives may become promoters if you improve your product, service, or customer experience.
3. "Detractor" customers (give a 0 to 6 rating) are unhappy, feel mistreated, and are likely to discourage others from using your service.

CPS™ (Care Promoter Score™) is a similar tool designed specifically for the aged care industry. Like NPS®, CPS™ asks consumers how likely they are to recommend the care provider to others on a scale from 0 to 10. The CPS™ is calculated by subtracting the percentage of detractors from promoters, resulting in a score that can range from -100 to 100.

While NPS® is a widely recognized metric across various industries, CPS™ is tailored to the unique needs and sensitivities of aged care, providing a more relevant benchmark for care providers. Please note that CPS™ is an independent tool developed by Tell Touch and is not affiliated with or endorsed by Bain & Company, Inc., Fred Reichheld, or Satmetrix Systems, Inc., the owners of NPS®.

See this article for some NPS® benchmarks. As CPS™ is a newer tool in the aged care sector, we suggest starting with a CPS™ survey to establish your baseline before using Tell Touch.

Admins can trigger a CPS™ survey to be sent out to all consumers and their representatives who have an email address in the system. The survey email will ask for a rating and prompt recipients to provide additional comments explaining their score. If the recipient does not reply within five days, a reminder email will be sent.

A CPS™ survey provides a valuable snapshot of how your company is performing from the consumer's perspective. It enables you to track and measure the success of various initiatives aimed at improving performance.

We recommend triggering a CPS&trade survey before you start using Tell Touch to establish a benchmark. To avoid overwhelming respondents, we suggest waiting at least six months before sending out the survey again.

A "good" CPS™ score can vary widely depending on context. In general, a positive Net Promoter Score® (NPS®) is considered acceptable, as it indicates more promoters than detractors. Scores between 20 and 50 are often seen as favourable, and anything above 50 is typically regarded as excellent, reflecting strong consumer loyalty and satisfaction. The same applies to CPS.

However, it's important to approach these benchmarks with caution, particularly when comparing across different organizations or industry standards. What's considered a good score can differ significantly between industries, companies, and even specific locations. Cultural background can also influence scores. For example, a care facility serving a community with a tradition of modesty and restraint in feedback might receive lower scores than one serving a community that is more expressive, even if both provide excellent care.

We believe benchmarking is most beneficial when done within the same organization, or better yet, within the same location. This ensures the insights are relevant and actionable, allowing you to track progress effectively rather than merely ranking different locations or organizations.