What to know before implementing NPS.
Most companies want to understand their customers better, but many are reluctant to open the door to negative feedback. You need to embrace the feedback -- if your customers have a bad experience, they are going to tell others about it, and it is imperative for you to hear this feedback so that you can set the course for positive change.
How to implement NPS.
You can implement NPS through phone, email or internet. Our GoHealth Urgent Care patients receive an NPS query via text message shortly after visiting a center. Our patients can then respond and have the option to leave a comment for their clinician. This simplicity ensures a higher response rate and supports an effortless patient experience.
How to boost NPS ratings.
Excellent customer service begins with your team. When your team is passionate, energetic and focused on a singular purpose or customer promise (for GoHealth Urgent Care it’s “we put you first”), that positivity permeates your customers.
Look for ways to make customers’ experiences more personal. We have found that introducing yourself every time better connects patients to their clinical team, makes them more likely to express any concerns during their visit (instead of after they leave on social media) and results in high NPS ratings. The lasting impression made during a customer’s final few minutes at your store/center is incredibly important.
