What is the Net Promotor Score?
The Net Promoter Score is a simple, widely used customer-loyalty metric.
Like Single Question Scores, an NPS is derived from a single, scored question. However, instead of an average mean score calculation, Cemplicity uses a different calculation to produce the NPS figure.
Promoters (score 9-10) are considered loyal enthusiasts who will keep coming back and refer others, fueling growth.
Passives (score 7-8) are considered satisfied but unenthusiastic patients who are vulnerable to competitive offerings.
Detractors (score 0-6) are unhappy patients who can damage your brand and impede growth through negative word-of-mouth.
How is the Net Promoter Score calculated?
Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every patient is a Detractor) to a high of 100 (if every patient is a Promoter).
For example, eight clinic patients complete an NPS question in their post-appointment survey:
Respondent | Rating | NPS Profile |
Patient 1 | 10 | Promoter |
Patient 2 | 9 | Promoter |
Patient 3 | 7 | Passive |
Patient 4 | 2 | Detractor |
Patient 5 | 5 | Detractor |
Patient 6 | 10 | Promoter |
Patient 7 | 9 | Promoter |
Patient 8 | 9 | Promoter |
Five out of the eight patients are promoters, having given a positive rating (9-10), representing 62.5% of the responses. Two out of the eight patients are detractors, having given a negative rating (0-6), representing 25% of the responses.
Net Promoter Score = 62.5% - 25% = 37.5% = 38
Note: An NPS is always presented in integer format.
How should I interpret an NPS score?
NPS values are calculated using the results of two percentage values, so answers may fall between a range of -100 to +100, with -100 being the worst possible score and +100 being the best.
The creators of the NPS metric, Bain & Company, say that although an NPS score above 0 is good, above 20 is great and above 50 is amazing. Anywhere above 80 is the top percentile.
>0 consumers think your services are good
>20 consumers think your services are great
>50 consumers think your services are amazing
>80 consumers think your services are world-class
However, note that this differs across industry! Look below to see some benchmarks across our clients.
Average NPS across Cemplicity clients
We looked at the data for 2022 across Cemplicity clients running patient experiences programmes and found:
The average NPS across all healthcare clients was 77.
Our highest-performing NPS clients sit at 92.
Our lowest-performing NPS client sits at 24.