Patient Confidence Drives Highest Hospital NPS

We recently asked nearly 2,000 hospital patients about their experiences. Two of the areas we examined were their emotions and their likelihood to recommend the hospital, measured by Net Promoter® Score (NPS).

Of these hospital patients, 46% are promoters, 30% are detractors, which results in an average NPS of 16. When we combined that data with patient emotions, we found that:

  • Patients are most likely to feel relieved.
  • Patients who feel confident give the highest Net Promoter Score.
  • Patients who feel disappointed give the lowest Net Promoter Score.

Patient Emotions and Hospital Net Promoter Scores

We also examined the data by age group and found that:

  • 55- to 64-year-olds are most likely to feel confident (27%), while 18- to 24-year-olds are least likely (15%).
  • 55- to 64-year-olds are most likely to feel disappointed (6%), while older consumers are least likely (4%).

The bottom line: Focus on making patients feel confident.

Net Promoter, Net Promoter Score and NPS are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. 

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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