NPS (Net Promoter Score), Customer experience metrics/Construction and analysis of the indicator of private medical coverage
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Introduction: The NPS (Net Promoter Score) is an indicator used in customer experience programs to measure the satisfaction of said target audience and their loyalty. Our purpose was to send the survey and consolidate the NPS for the first time in a high complexity prepaid hospital in Buenos Aires (PS-HIBA) in search of an objective indicator from the customer's perspective.
Methods: An analytical, cross-sectional observational study was carried out. Data obtained from members' responses to the PS-HIBA were included in the study.
Results: The first NPS indicator of PS-HIBA was consolidated: 22 points. The three customer profiles were displayed, obtaining 45.7% promoters, 22.3% detractors and 32% passive or neutral. Complementarily, the reasons for these qualifications were identified, being the three main ones: the problem of accessibility to medical appointments, the medical attention and the professionals valued positively.
Conclusion: This study provides an objective indicator which facilitates a common language in the organization and a comparison with the market from the customer's point of view.
The NPS as a system seeks to promote the construction of a customer-focused culture, in order to improve their loyalty and allow feedback. Thus, it is possible to keep the customer's voice in mind, identify, prioritize and address the perceived problems. It allows us to establish the guidelines for opportunities to improve from the patients' perspective.
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