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Healthcare Net Promoter Score: Meaning, Calculation and Benchmark

Kate Williams

7 February 2024

6 min read

Net promoter score is crucial for measuring patient satisfaction and loyalty in the healthcare industry. Did you know that a large chunk of Google searches are health-related? Among them, a huge section makes health decisions based on reviews and recommendations! Do you see the power of advocacy? Out of the world! Right? 

This is precisely why this topic needed a blog! We will look into the metric’s meaning and importance, how to calculate it, and the benchmarks you need to know in the healthcare industry.

First, let’s start with the basics.

What is Healthcare Net Promoter Score?

In the healthcare industry, NPS is like a satisfaction rating. Healthcare Net Promoter Score measures the likelihood of patients recommending a healthcare provider’s services to friends or family.

The core question is, “How likely would you recommend our healthcare services?” Patients respond on a scale from 0 to 10. Upon this, they are categorized into Promoters, Passives, and Detractors.

  • Promoters: If they say 9 or 10 (big fans).
  • Passives: A score of 7 or 8 (they’re okay but not overly excited).
  • Detractors: Anything below 7 (they’re not happy).

This straightforward feedback mechanism offers valuable insights into the overall patient experience. It is important because healthcare providers must know what their patients are thinking to make improvements.

Think of it like a “word-of-mouth” thermometer for healthcare providers! ️

Here’s how it works:

Healthcare NPS Measurement

It’s simpler than it sounds. Trust me.

  • Ask the Key Question: First, patients are asked: “On a scale of 0 to 10, how likely are you to recommend this healthcare provider to others?”
  • Categorize Responses: The scores are grouped into three categories- Promoters, Passives, and Detractors.
  • Calculates the Score: NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

Here’s the Formula:

Healthcare Net Promoter Score = % Promoters – % Detractors

Remember that the score can range from -100 to 100, with higher scores meaning more happy patients and better loyalty.

Importance of Net Promoter Score in Healthcare


1. Finding Ways to Improve

NPS acts as a friendly guide for healthcare providers to get specific data. For instance, if the patients give a low score, the providers can dig into the why- whether it’s about waiting times, communication, or some other aspect that caused inconvenience to them.

Plus, NPS surveys include open-ended questions. Here, patients can share honest feedback.

Doesn’t this insight become a roadmap for targeted improvements?

2. Hearing from Patients Quickly

NPS offers a direct line of contact to patients. (Same with patients’ thoughts) If a patient rates low, healthcare providers must reach out swiftly.

This resolves immediate concerns and shows patients that their opinions matter. Better communication leads to more vital trust!

Plus, it’s short and straightforward. The chances of getting responses are very high.

3. Putting Patients First

Prioritizing NPS means putting patients at the center of decisions. It’s not just about fixing problems but also about understanding what patients appreciate.

For example, if patients consistently mention the friendly staff of a hospital, the authorities can celebrate and reinforce that positive aspect of care.

4. Making Loyal Patients

Building positive relationships should be the ultimate aim. High NPS scores translate to patients returning for healthcare needs and becoming advocates.

Healthcare providers can encourage this loyalty by acknowledging and thanking patients for positive feedback. This creates a cycle of goodwill.

5. Checking How They Compare

Comparing NPS scores with industry benchmarks provides context. Let’s say a healthcare provider has a score of 20. It might seem reasonable, but knowing the industry average is +50 highlights areas for improvement.

This benchmarking helps set realistic goals for continuous enhancement. (We’ll get into numbers a little while later)

Healthcare Net Promoter Score Benchmarks

What’s the need for NPS benchmarks in the first place?

Come to think of it, we all need a reference point to rely on at every stage, right? Just like how you came here to learn more about health NPS, health practitioners need a cut-off point to compare and evaluate their quality of work! It just happens to be in the form of numbers.

So, what is a good NPS score in healthcare?

The average NPS score for healthcare falls between +38 and +58. But again, benchmarks vary according to various aspects, such as specialty, location, and patient demographics.

It is important to compare your score against relevant benchmarks for accurate evaluation.

It is important to use these benchmarks in the proper sense. How do we do that? 

  • Set realistic goals: Aim for scores aligning with industry benchmarks and your organization’s goals.
  • Track progress: Regularly measure your NPS to monitor changes and evaluate the impact of improvement initiatives.
  • Identify improvement areas: Not all negative feedback refers to detractors. There might be some who wish to see a positive change in the way you provide help. Analyze feedback from detractors (scores 0-6) to pinpoint specific areas needing attention.
  • Learn from best practices: Study organizations with high NPS scores to identify strategies you can adopt.

PS: Healthcare NPS benchmarks are valuable tools, but they should complement—not replace—other measures of patient satisfaction and quality of care.

Perhaps an advanced tool that streamlines the entire data collection and analysis process is precisely what you need. For instance, SurveySparrow offers NPS software to begin with. The platform lets you create conversational surveys. Your chances of getting a higher response rate are, on a scale of 1 to 10, an 11- extremely likely!

Jokes apart, we’ll discuss the tool in detail later in the blog. But if at all you wish to try it out right now, feel free to sign up! It won’t even cost you a penny.

Okay, so where were we?

Yes, satisfaction. So…

How to Use Healthcare NPS For Patient Satisfaction

1. Patient Experience

Healthcare NPS helps make the patient experience better. It’s like discovering how patients feel during their visit – from the waiting room to the doctor’s office. Improving this experience means you let your patients leave with a smile.

2. Communication

NPS guides us on how well we communicate with patients. It’s like ensuring they understand their treatment and feel heard. Better communication leads to happier and more satisfied patients.

3. Waiting Times

It helps us understand if waiting times are too long for patients. It’s like making sure nobody spends more time waiting than necessary. Improving this aspect means patients spend less time looking at the clock.

4. Staff Friendliness

If someone says the staff isn’t friendly, NPS shows us that. It’s like having a mirror to reflect how welcoming the healthcare team is. Friendlier staff contributes to a positive experience.

5. Facility Cleanliness

Knowing the score helps maintain a clean and welcoming environment. It’s like ensuring the healthcare facility is a comfortable space for patients. A clean setting contributes to a sense of safety and well-being.

6. Appointment Scheduling

You’ll know if patients find it hard to schedule appointments. With it, you can make sure the process is easy and convenient. Streamlining appointment scheduling ensures patients can access care when they need it.

7. Staff Knowledge

Net promoter score guides us on how well the healthcare team knows their stuff. Knowledgeable staff instills confidence in patients.

8. Follow-Up Care

Never leave the patients feeling left in the dark after their visit. You can ensure proper follow-up care. Also, patients know what to do after leaving the healthcare facility. This improves overall patient care.

9. Access to Information

It helps us understand if the information is transparent. It’s like ensuring they know about their condition and treatment. Providing clear information empowers patients to take charge of their health.

10. Overall Satisfaction

You get a clear picture of overall satisfaction. More like a big picture to see if patients leave happy and content. High overall satisfaction means the healthcare industry is doing a great job.

How Can SurveySparrow Help?

If you are looking for a powerful but easy-to-use NPS survey platform, I recommend SurveySparrow. The Advanced NPS platform helps you enhance customer loyalty.


Here’s why it’s the perfect choice for healthcare organizations:

  • Segmentation: You can segment the audience based on custom fields such as location, date of feedback submission, and many more.
  • Automate feedback collection: Choose the time and frequency, set it to your preference, and turn on the recurring mode. You can also throttle the surveys, view the customer journey, and streamline the feedback collection process.
  • Pre-Made NPS Survey Template: The platform has pre-made NPS survey templates. These expert-written templates save time and effort.
  • HIPAA Compliance: Ensure patient data privacy and security with HIPAA-compliant survey features.
  • Conversational Surveys: Create chat-like surveys with the drag-and-drop form builder. You’ll get 40% more responses! And it’s a no-code platform. No tech skills are required! You can also add dynamic list segments, conduct sentiment analysis, and view the word cloud.

Aren’t these reasons enough? Why don’t you take it for a spin with the 14-day free trial? And guess what? You don’t have to disclose your credit card details until you decide to invest!

Wrap Up!

Patient satisfaction is paramount. Healthcare net promoter score isn’t just a metric. It’s the way to listen to your patients, learn and grow. Moreover, it helps healthcare teams understand and improve experiences.

As healthcare evolves, embracing NPS streamlines the journey of enhancing patient care. Again, it’s not about complicated scores. NPS is about making healthcare better based on what patients say.

Happy Exploring!

Kate Williams

Content Marketer at SurveySparrow

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