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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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