Net Promoter Score
NPS 70+ (Top performers)
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Evidence-based calculations Used in clinical settings worldwide Regular monitoring recommended
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⭐ World Class
NPS 70+ (Top performers)
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✅ Strong Performance
NPS 50-70 (Above average)
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⚖️ Industry Average
NPS 30-50
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⚠️ Needs Improvement
NPS 0-30
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🚨 Crisis Mode
Negative NPS
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For informational purposes only — not medical advice. Consult a healthcare professional before acting on results.
🏥 Health Facts
— WHO
— CDC
Understanding Net Promoter Score
NPS measures customer loyalty based on one question: "How likely are you to recommend us?" It's become the gold standard for measuring customer experience and predicting business growth.
Promoters (9-10)
Loyal enthusiasts who actively recommend you
- • 2-6x higher lifetime value
- • Primary source of referrals
- • Lower cost to serve
- • Advocate for your brand
Passives (7-8)
Satisfied but unenthusiastic customers
- • Vulnerable to competitors
- • Won't actively recommend
- • Highest conversion potential
- • Need to be delighted
Detractors (0-6)
Unhappy customers who may harm your reputation
- • Tell 9-15 people about bad experiences
- • High churn risk
- • Higher support costs
- • Need immediate attention
NPS Score Ranges
-100 to 0
Needs Work
0 to 30
Average
30 to 50
Good
50 to 70
Excellent
70+
World Class
Healthcare Industry NPS Benchmarks
Hospitals
36
Primary Care
45
Specialty Care
52
Telehealth
42
NPS Best Practices
Survey Timing
Send surveys within 24-48 hours of interaction while experience is fresh
Close the Loop
Follow up with all respondents, especially detractors, within 48 hours
Ask Why
Include an open-ended follow-up question to understand the score
Track Trends
Monitor NPS over time rather than focusing on single measurements
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