Net Promoter Scores: Do They Work In Health & Human Service?

You may or may not have heard the term “net promoter score” before. The methodology was developed a little more than a decade ago as a simple yet effective measure to help determine customer satisfaction and loyalty, and it’s since been used in industries ranging from technology to retail (see The One Number You Need to Grow). While at this point it is estimated that at least two thirds of Fortune 1000 companies utilize net promoter scores (see The Inventor of Customer Satisfaction Surveys Is Sick of Them, Too), the issue of customer service in health care is still . . .