{"id":2034,"date":"2021-10-18T19:51:08","date_gmt":"2021-10-18T19:51:08","guid":{"rendered":"https:\/\/www.tntdental.com\/blog\/?p=2034"},"modified":"2021-10-22T21:34:16","modified_gmt":"2021-10-22T21:34:16","slug":"net-promoter-score-dental","status":"publish","type":"post","link":"https:\/\/www.tntdental.com\/blog\/net-promoter-score-dental\/","title":{"rendered":"Net Promoter Score: How One Number Captures Potential Future Success"},"content":{"rendered":"
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\"\"If you\u2019re looking for ways to attract new dental patients, you might be focusing on the number of patients coming in the door, but that\u2019s not the only number you want to keep in mind.<\/p>\n

Now, think about companies you enjoy. What do you like about them? Is their customer service top-notch?<\/p>\n

Companies gauge feedback on these factors and more to determine customer loyalty as part of the Net Promoter Score (NPS)<\/strong>. If you\u2019re not monitoring this score now… add this to the list of numbers to follow!
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What is Net Promoter Score (NPS)?<\/h2>\n

\"\"According to Bain & Company, a global consultancy firm, at its most basic level \u2014<\/span> NPS is a \u201csingle, easy-to-understand metric that predicts overall company growth and customer lifetime value.\u201d<\/em> It\u2019s literally how one number can help determine your potential future success. Not only does it gauge customer satisfaction and help you identify ways to earn patient loyalty, but it also drives the creativity and energy of your employees. Just think \u2014<\/span> when you\u2019re doing that, you\u2019re achieving what you set out to do with your business… grow your number of new dental patients!<\/p>\n

Some of your favorite companies probably use NPS to determine their standing \u2014<\/span> across all industries. Bain & Company lists Southwest Airlines, General Motors, GE, Anheuser-Busch, Johnson & Johnson, AT&T, Expedia, Progressive, and Sony, among others, who use NPS to track customer loyalty. If you start incorporating NPS into your strategy, you\u2019re in great company!<\/p>\n

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Why the NPS Score is Important<\/h2>\n

\"\"NPS is the one metric we have that objectively tells us about patient loyalty. Remember this about the patient experience \u2014<\/span> it\u2019s about the patient remembering and recognizing enough of their visit to want to share the word with others. Just as word-of-mouth and referrals are important, you want your dental patients to have had such a great experience that they want to share it with friends and family! When that happens, you can convert those good experiences into great new patients.<\/p>\n

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How is NPS Calculated?<\/h2>\n

\"\"Customers are typically asked one main question (although additional questions can be incorporated into the feedback):<\/p>\n

\u201cOn a scale of 0-10, how likely is it that you would recommend (company name) to your friends, family, or business associates?\u201d <\/em><\/p>\n

Responses to this question fall into one of these categories:<\/h3>\n