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Achieving Industry-Leading Net Promoter Score (NPS)| PatientBond

PatientBond NPS Score_blog

In September 2019, PatientBond surveyed its current customers to determine its Net Promoter Score (NPS), which is a cross-industry measure of customers’ willingness to recommend a company’s products or services to others. It is used as a proxy for gauging the customers’ overall satisfaction and loyalty with a company’s product or service and predicts the company’s business growth.

Sixty-one respondents across 41 companies answered the question, “How likely is it you would recommend PatientBond to a friend or colleague?”

PatientBond received a remarkable NPS of 82, up from an already-impressive 73 in November 2018.

Net Promoter Score (NPS) 

The Net Promoter Score is calculated using the answer, on a 0-10 scale, to the question: How likely is it that you would recommend [brand] to a friend or colleague? Respondents are grouped as follows:

  • Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth
  • Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings
  • Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth

Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).

PatientBond_Net promoter score_blog

A “positive” score or NPS above 0 is considered “good,” +50 is “Excellent” and above 70 is considered “world class.”  

PatientBond’s NPS of 82, with 87% Promoters, places it in the list of top customer-centric companies. It also helps explain why PatientBond was recently ranked in the top 5% of the Inc. 5000.

Industry NPS Scores 

As further testament and context for PatientBond’s excellent score, the IT Services industry only scored 33, while the healthcare industry had an NPS of 62. Telecommunications fares the worst at 24.

Looking at the Fortune 500, the specific companies with top NPS performance include:

Net Promoter Score Blog_Table


PatientBond Clients

PatientBond’s clients include hospitals & health systems, physician practices, urgent care centers, payers, pharmaceuticals companies and other healthcare stakeholders. PatientBond is used at more that 600 healthcare provider locations and sends nearly ten million messages per month. PatientBond’s NPS of 82 underscores the excellent level of service the company offers its clients combined with the outstanding clinical and business results its clients achieve.

“We take pride in superior customer service and we go the extra mile to make sure our customers’ needs are met,” stated Trevor Anderson, Vice President of Customer Success. “PatientBond wins if our customers win, and we’re constantly seeking ways to help our customers exceed their business goals.”

About PatientBond

PatientBond is a HIPAA compliant AWS platform. Cloud-based, API driven and a managed service, there is no software to purchase or training required. PatientBond automates digital workflows with patient response links for a chain of two-way communications tailored to each patient’s psychographic profile. PatientBond can integrate with most Electronic Medical Records, practice management or CRM systems as a “bolt-on” to enhance and amplify performance, or act as a stand-alone platform.

Psychographic Segmentation and its Practical Application in Patient Engagement and Behavior Change


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