Evolution Of Reputation: The Centerstone Case Study

Consumer satisfaction metrics are essential tools for health and human service executives to manage their organizational reputation. By actively monitoring and improving customer satisfaction, executives can identify consumer pain points, improve service quality, and increase consumer retention. Failure to either monitor these metrics or use them in strategic decision-making can mean up to 80% of consumers will switch to a new provider organization due to a poor service experience (see Why Patients Leave—4 Nonnegotiable Consumer Expectations).

In the consumer experience domain, the Net Promoter Score (NPS) is an important metric for determining consumer satisfaction. But it’s not . . .