Net Promoter Score in Health Care


This week I’m very happy to share with you the contribution of the first of our guest bloggers, Andrew S. Gallan, PhD. Assistant Professor, Department of Marketing, Driehuas  College of Business, DePaul University, Chicago and faculty research fellow at the Center for Services Leadership at Arizona State , who discusses the use of the Net Promoter Score (NPS) in healthcare.

Net Promoter Score (NPS) is a valuable metric, and it has no doubt been adopted by many companies and industries.  NPS is a simple, easy to use, and easily calculated metric that is intuitively associated with business health (Reichheld, Fredrick F. (2003), “The One Number You Need to Grow,” Harvard Business Review, 81 (December), 46-54). Health care organizations are beginning to see its value, and are debating how it is best used (for a discussion, see

NPS is calculated by asking your customers one question: “How likely is…

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