Net promoter scores and point-of-care surveys.

1. Patient surveys and consulting services
that deliver happier patients. Guaranteed.

2. Net Promoter Score (“NPS”)
• Gold standard for companies that want to
translate customer experience into
profitable growth.
• Based on the research showing customers
can be segmented into three categories:"
1. Promoters"
2. Passives"
3. Detractors

3. 3

4. NPS – Three Categories
• Promoters (score 9 – 10)
Loyal enthusiasts who will keep buying and refer
others, fueling growth
• Passives (score 7 – 8)
Satisfied, but unenthusiastic customers who are
vulnerable to competitive offerings
• Detractors (score 0 – 6)
Unhappy customers who can damage your brand
through negative word of mouth

5. NPS – More Than a Number
• NPS = Promoters - Detractors"
• Ultimate test for any customer-relationship
metric: "
• Does it help the organization tune its growth
engine?"
• Does it help employees clarify the job of
delighting customers?"
• Does it allow for comparisons of performance
from week to week, month to month?

6. Kiosk Surveys
• Point-of-care
Survey your patients as they check out, or
where they receive services
• 10 second survey
The fastest, most effective way to learn
what your patients think of you

8. Kiosk Surveys
• Place our iPad kiosk at your checkout
station. Our intelligent app surveys
patients as they check out (or make their
next appointment)
• Survey responses are anonymous so
there are no HIPAA worries or expensive
and lengthly technology integration
issues.

9. Kiosk Surveys
We ask two simple questions:
1. Net promotor score
“Would you recommend us …?”
2. Learning why
Based on the NPS response, we ask a
second question to learn why the
patient is satisfied or unhappy

10. 10

11. Reporting Features
• Get daily, weekly or monthly email reports
that are easy to read and understand"
• Learn where and why you are failing your
patients"
• Get actionable insights into how to improve
your patient satisfaction"
• Access your reports from your phone,
laptop or desktop anytime, anywhere
11

12. Rick Wilfong"
rick@askyourpatient.com
919-348-9275
"
www.askyourpatient.com
Thank you!