Adopting Net Promoter Scores

Published on 21 Jun 2018

As all markets move towards consumer choice and consider user and customer experience as the number one indicator of success, APM WorkCare launched Net Promoter Scores earlier this year and so far we have been delighted with the response.

For those new to NPS, or the smiley faces you now see outside airport toilets that look like a child’s toy, everyone wants to know your experience.

NPS measures, on a scale of 0 to 10, the likelihood that someone would recommend you to a friend or colleague.

This is the basic Net Promoter Score question created by Fred Reicheld and Bain & Company in 2003 and indicates likely loyalty of your customers.

The NPS index ranges from -100 (all detractors) to 100 (all promoters) and measures the willingness of customers to recommend a company's products or services to others.

The NPS has become a widely recognised measurement tool and is being increasingly adopted by organisations globally to understand a customer’s sentiment and loyalty towards a brand, as well as whether they are more or less likely to promote the company.

Increasingly, the NPS is being adopted as a quality measure, with the principle that if all stakeholders are happy with the service, it means that the service expectations have been communicated well, and then subsequently met.

APM also see NPS as a great opportunity to recognise and reward positive feedback, as well as correct and address any opportunity where we could have done better.

APM consider 30+ to be a good score for the health services industry, and set this out as the goal upon launching the NPS feedback system.

Initial scores were often low compared to where they would settle in six months time.

iCare released NPS data regarding the three remaining NSW Scheme Agents for the period October 2017 – March 2018. NPS results were reported as 13, 22 and 24 for each of the scheme agents over the six-month period.

APM is proud to announce an NPS of +39.

This is a great start and attests to the levels of care each team member takes in enabling better lives.

We are committed to seeing this score continue to rise and appreciate your partnership and feedback in our continuous improvement journey.

More information on NPS: