TP192 - NPS, PX and CSAT - How to Measure VoC

For health systems, it’s clear that measuring customer experience remains important to maintaining patient loyalty. In this episode, hosts Chris Boyer and Reed Smith discuss the common ways hospital systems attempt to measure Voice of Customer (VoC), including Net Promoter Score (NPS), Customer Satisfaction metrics (including Press Gainey and NRC data), and Consumer Effort Scores (CES). They are joined by Dan Reilly, Senior Vice President at SMS Research Advisors, who share how he works with health systems in understanding the effective ways to use NPS to understand their market. 
Mentions from the Show:

Wikipedia article: Net Promoter

NPS Best Practices: What is Net Promoter Score℠ and how does it help me?

How improving patient experience through net promoter scores can improve outcomes, boost revenue

NPS, CSAT and CES - Customer Satisfaction Metrics to Track in 2020

Using the Voice of the Customer to capture much more than an NPS score

SMS Research Advisors

Dan Reilly on LinkedIn

Find Us Online: 

Touchpoint podcast Twitter

Reed Smith Twitter

Chris Boyer Twitter

Chris Boyer website

Social Health Institute

Learn more about your ad choices. Visit megaphone.fm/adchoices