The Net Promoter Score--an asset to patient experience surveys?

ABSTRACT:

Background

In the search for more straightforward ways of summarizing patient experiences and satisfaction, there is growing interest in the Net Promoter Score (NPS): How likely is it that you would recommend our company to a friend or colleague?

Objective

To assess what the NPS adds to patient experience surveys. The NPS was tested against three other constructs already used in current surveys to summarize patient experiences and satisfaction: global ratings, recommendation questions and overall scores calculated from patient experiences. To establish whether the NPS is a valid measure for summarizing patient experiences, its association with these experiences should be assessed.

Methods

Associations between the NPS and the three other constructs were assessed and th

SUBMITTER: Krol MW 

PROVIDER: S-EPMC5810704 | biostudies-literature | 2015 Dec

REPOSITORIES: biostudies-literature