Thoughts on the use of NPS

Often, even before a client talks to us, they will have chosen their research model and the overall rating question that drives much of their reporting and analysis. Private companies frequently dictate the use of  Net Promotor Score (NPS) model although it isn't as common for our public sector clients who may prefer an ‘Experience’ model. People who have come into the Health sector from commercial companies sometimes assume that the surveys they ran in other sectors are automatically the right choice for patient experience feedback. I'll often suggest that they think about two factors before making their mind up [...]

August 28th, 2017|Categories: Thought Leadership|Tags: , |