EyeCare Partners’ Net Promoter Score

A company’s Net Promoter Score (NPS) is what sets them apart and provides guidance to any potential patient to choose the best health care for his or her family. One simple question allows us to measure our performance and overall patient satisfaction.

What is the NPS Score of EyeCare Partners’ Physicians?

The average NPS score for an EyeCare Partners optometrist or ophthalmologist is 92! This is based on hundreds of thousands of surveys submitted from June 2017 through March 2019. Our patients have also provided 84,000 comments during this time. This feedback is overwhelmingly positive, and all suggestions or concerns are addressed immediately by our experienced staff.

What is Net Promoter Score (NPS)?

Net Promoter Score (NPS) is a management tool that is used to gauge a customer’s loyalty to a brand or company. NPS is an alternative to traditional customer satisfaction research and has even been correlated with revenue growth.

How it works:

The Net Promoter Score is calculated based on responses to a single open ended question: How likely is it that you would recommend our company/product/service to a friend? The scoring for this answer is based on a 0 to 10 scale. The responses to this question can be categorized into three groups:

  • Promoters: Customers who answer the question with 9-10 (enthusiastic, loyal customers, with a positive perception of the goods/services provided.
  • Passives: Customers who answer the question with 7-8 (satisfied or indifferent customers may/or may not be loyal to your brand or company).
  • Detractors: Customers who answer the question with 0-6 (unhappy customers who are likely to switch to a competitor or share their bad experiences with others, ultimately damaging the brand or company).

The Net Promoter Score is calculated by subtracting the percentage of customers who are Detractors from the percentage of customers who are Promoters.

Graphic of NPS Score Chart
Graphic of NPS Score Chart

What is the average NPS?

According to Fred Reichheld, the developer of NPS, the average American company scores less than +10 on the NPS, while the highest performing organizations are situated between +50 and +80. These values may however vary considerably from sector to sector and from culture to culture.

Our NPS score of 92 ranks EyeCare Partners among the most elite businesses in the country.

For more information visit https://www.netpromoter.com/know/