APM WorkCare’s satisfaction rating soars

Published on 10 Aug 2018

APM WorkCare has recorded a new Net Promoter Score of +45.

It is the second time the score has increased since APM WorkCare launched the customer review system earlier this year.

The results are currently given every month and previous scores were +39 and +40.

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

The index score is a result of feedback and 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.

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.

In comparison to APM’s top competitors, in New South Wales this year, iCare released NPS data regarding the three other 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 WorkCare receives feedback from workers, employers and insurers who rate the service they receive by APM WorkCare team members.

APM WorkCare General Manager Philip Paysden praised the efforts of the APM team in continuing to increase the score.

“APM WorkCare’s current NPS of +45 is further evidence that customer experience and care results in positive impact in the lives of our clients and customers.”

Learn more about Net Promoter Scores.