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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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