California Improvement Network
Learn about the Net Promoter Score as a way to understand patient feedback and develop customer loyalty in the health care industry.
CIN Webinar — The Patient Voice: Simple Feedback to Improve Care (1.22 MB)
The Net Promoter® Score (NPS) presents a streamlined approach to patient feedback. Used by industry leaders such as Apple and Four Seasons Hotels to develop loyal customers, the NPS is based on a single question: How likely are you to recommend this company, product, or service to a friend or colleague?
Health care systems, including Ardent Health Services, Ascension Health, NorthShore University Health System, and Cancer Treatment Centers of America®, have begun using NPS to assess customer loyalty.
Hear more about how NPS is being used in health care from:
A recording of the webinar and the presentation slides are available below.
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Integrating Work with Hospitals, April 2012 (PDF)
Engaging Patients and Families, Dec. 2011 (PDF)
Complex Care Programs, Oct. 2011 (PDF)
Access and Operational Efficiency, May 2011 (PDF)