Ramsay Australia launches Net Promoter Score

Jan 03, 2019

Ramsay Health Care has launched a specific Net Promoter Score (NPS) survey for patients across 60 of its Australian hospitals.

NPS is a customer satisfaction metric that measures a customers’ willingness to return for another service as well as to make a recommendation to their family, friends or colleagues.

It was first introduced in 2003 by the Harvard Business Review and has since been widely adopted by more than two thirds of ‘Fortune 1000’ companies and by top organisations across the world. It is a practical and reliable way of determining customers’ satisfaction with a company’s goods or services.

Ramsay’s NPS is calculated based on responses to a single question: “Based on your recent experience, how likely are you to recommend us to your friends and family?”

Depending on the rating (from 0 to 10), patients are asked to provide more information to explain their experience. Respondents are grouped into three categories:
• Promoters: a score of 9 to 10
• Passive: a score of 7 or 8
• Detractors: a score of 0 to 6

The Net Promoter Score is calculated by subtracting the Detractors from the Promoters. The final score can range from -100 to 100.

Based on global NPS standards, 50 and above is considered excellent while 70 and above is considered “world class”. Ramsay Australia’s overall NPS for the September 2018 quarter was 73.

Head of Marketing and Customer Experience, Joel Bowerman said, “Simply put, any positive score means that you have more promoters (advocates willing to recommend you) than detractors (unhappy customers and potential negative
word-of-mouth).

“The survey is providing hospital managers with real-time information about what patients think of the service and their likelihood of returning”.

Mr Bowerman said while Ramsay had always surveyed patients about their experience, the new method provides the information back much quicker via a dashboard to the hospital administration. The data can be interrogated by ward, specialty
or other metrics to see where improvements can be made.

Results for each Ramsay hospital participating in the NPS have been published on the home pages of their websites.