Understanding NPS Scores: The Key to Measuring Customer Satisfaction
In the world of business, understanding user satisfaction and loyalty is crucial to long-term success. One of the most effective ways to gauge these factors is by using a metric known as the Net Promoter Score (NPS). But what exactly is NPS, and why is it so important for companies to monitor and improve it? Let’s take a deep dive into what NPS scores are and how NantHealth’s Eviti Connect product leveraged an NPS improvement project to dramatically boost satisfaction across the healthcare ecosystem.
What Is NPS?
The Net Promoter Score (NPS) is a simple, yet powerful metric used by businesses to assess user loyalty and satisfaction. It is derived from a single question: “On a scale of 0 to 10, how likely are you to recommend our product or service to a friend or colleague?” Based on the answer, customers are categorized into three groups:
- Promoters (9-10): These customers are highly satisfied and are likely to recommend the product or service to others. They are seen as loyal supporters.
- Passives (7-8): These customers are satisfied but not enthusiastic enough to promote the product actively. They are indifferent and may easily switch to a competitor.
- Detractors (0-6): These customers are dissatisfied and could potentially harm the brand by sharing negative feedback.
To calculate the NPS score, the percentage of detractors is subtracted from the percentage of promoters. The result can range from -100 (all detractors) to +100 (all promoters). A positive NPS is considered good, while an NPS above 50 is outstanding.
The Importance of NPS in Healthcare
In healthcare, the customer experience is paramount—especially as the industry moves toward value-based care. For healthcare technology companies like NantHealth, understanding how users perceive their products is critical in driving improvements and fostering loyalty. By tracking and improving NPS scores, companies can identify areas where they can enhance their services and optimize the user experience.
The Eviti Connect Product: Transforming Oncology Care
NantHealth offers several innovative solutions, one of which is Eviti Connect, a cloud-based platform designed to optimize oncology care. Eviti Connect allows payers, providers, and other stakeholders to make data-driven decisions by connecting them to evidence-based treatment guidelines. It helps ensure that cancer patients receive the most effective treatments available, which may help improve outcomes and reduce costs.
Eviti Connect is widely used by payers (insurance companies) and healthcare providers (such as oncologists and hospitals) to facilitate evidence-based treatment plans. It integrates seamlessly into existing workflows and provides a comprehensive solution that can enhance the quality of care while improving operational efficiency.
The Eviti NPS Improvement Project: Turning Around Customer Sentiment
Despite the positive impact of Eviti Connect, NantHealth faced a challenge: its NPS scores, particularly from providers, needed improvement. The company recognized that while the product offered tremendous value, users weren’t fully aware of or engaging with its capabilities. As a result, NantHealth launched the Eviti NPS Improvement Project to address these issues head-on.
The project focused on several key areas:
- Enhanced User Experience: Feedback from users showed that Eviti Connect needed to be more intuitive and easier to navigate. NantHealth worked on improving the user interface (UI) and user experience (UX) to ensure that both providers and payers could interact with the platform more effectively.
- Training and Support: Some providers and payers expressed frustration with the level of training and support. In response, NantHealth ramped up its educational efforts, offering more robust training sessions, online resources including recorded training tutorials, and personalized support to ensure that users were fully equipped to utilize Eviti Connect to its full potential.
- Increased Communication: NantHealth improved its communication strategies by providing users with regular updates, transparent progress reports, and a more open feedback loop.
- Personalized Solutions: Every user has unique needs, and NantHealth recognized that Eviti Connect could be tailored more effectively to meet those needs. The company worked with individual users to customize the platform to better fit their workflows and treatment processes.
The Results: A Significant NPS Improvement
The results of the Eviti NPS Improvement Project were nothing short of impressive. By focusing on user experience, training, support, personalization, and communication, NantHealth was able to significantly improve its NPS scores for both providers and payers. The results were determined by surveys sent to users within the Eviti Platform.
- Providers: The Eviti Connect NPS score rose from -25 in 2023 to a strong 31 in 2024, marking a dramatic turnaround in provider satisfaction. This increase was attributed to the improvements in product usability, training, and personalized support.
- Payers: The Eviti Connect NPS score for payers surged to 55 in 2024, a highly favorable score that reflects deep customer satisfaction and trust in the product. The improved communication and tailored solutions played a major role in this success.
Why This Matters
The increase in Eviti Connect’s NPS scores is a testament to the power of customer-centric improvements. It shows that when a company listens to its users and makes meaningful changes based on feedback, the result can be transformative. For NantHealth, these improvements fostered stronger relationships with both providers and payers and contributed to NantHealth’s goal of helping providers and payers deliver better overall care to patients.
In the competitive world of healthcare technology, NPS is a powerful tool to gauge customer loyalty, identify areas for improvement, and drive business growth. By taking proactive steps to improve its product and enhance the user experience, NantHealth’s Eviti Connect has become a prime example of how understanding and acting on customer feedback can lead to remarkable success.
Final Thoughts
If you’re a company in the healthcare or tech space, monitoring your NPS scores is crucial to ensuring that your products are meeting the needs of your users. By following the example set by NantHealth and taking a proactive approach to improving your NPS, you can create lasting, positive relationships with your customers, leading to greater satisfaction and loyalty for all involved.
