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.
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.