8 minutes read

Understanding Healthcare Net Promoter Score (NPS)

Explore the meaning, calculation, and benchmarks of Healthcare Net Promoter Score (NPS) and how it impacts patient satisfaction and loyalty.

Dheeraj Kumar

Net promoter score is crucial for measuring patient satisfaction and loyalty in the healthcare industry. A large chunk of Google searches are health-related, and among them, a huge section makes health decisions based on reviews and recommendations. The power of advocacy in healthcare is immense.

In the healthcare industry, NPS is like a satisfaction rating. It measures the likelihood of patients recommending a healthcare provider's services to friends or family. Patients respond on a scale from 0 to 10 and are categorized into Promoters, Passives, and Detractors. This feedback mechanism offers valuable insights into the overall patient experience.

Calculating NPS is simple: subtract the percentage of detractors from the percentage of promoters. The score can range from -100 to 100, with higher scores indicating more happy patients and better loyalty.

NPS is important in healthcare for several reasons. It acts as a guide for healthcare providers to improve based on specific data, offers a direct line of contact to patients, prioritizes patient-centric decisions, builds positive relationships, and helps in benchmarking against the industry.

The average NPS score for healthcare falls between +38 and +58. However, benchmarks vary according to various aspects such as specialty, location, and patient demographics. It's crucial to compare your score against relevant benchmarks for accurate evaluation.

Healthcare NPS can be used to enhance patient experience, improve communication, reduce waiting times, ensure staff friendliness, maintain facility cleanliness, streamline appointment scheduling, verify staff knowledge, ensure proper follow-up care, provide transparent information, and overall satisfaction.

For healthcare organizations looking to leverage NPS, an advanced tool that streamlines the entire data collection and analysis process is essential. A platform that offers segmentation, automates feedback collection, provides pre-made NPS survey templates, ensures data privacy and security, and creates conversational surveys can significantly enhance patient satisfaction.


Embracing NPS in healthcare is about listening to patients, learning, and growing. It's a straightforward yet powerful way to improve healthcare services based on patient feedback. As healthcare evolves, utilizing an advanced insights collection platform like Probz.ai can streamline the journey of enhancing patient care. Probz.ai is an AI-powered qualitative and quantitative insights collection platform with access to over 100Mn Indian users, making it a valuable tool for healthcare providers aiming to improve their services and patient satisfaction.

HR & Recruiting

Dheeraj Kumar

data specialist

Archit has been working in the field of data science since 2018. He has worked with various clients in the field of healthcare, education, and finance. He has worked with various clients in the field of healthcare, education, and finance. He has worked with various clients in the field of healthcare, education, and finance.

Member since Mar 15, 2021

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