Patient experience drives your practice’s success. The customer experience drives ours.
Businesses use a tool called Net Promoter Score (NPS) to measure customer satisfaction based on the willingness of customers to recommend a company's products or services to others. Curve’s NPS is significantly higher than any other dental practice management software solution. And it’s not even close.
Developed in 2003 by Fred Reicheld, a partner at Bain & Company, NPS supplies practical, actionable processes and methodologies for enhancing customer relationships, fostering individual and organization-wide learning, and growing the value of a company’s customer base.
The Net Promoter System℠ supplies practical, actionable processes and methodologies for enhancing customer relationships, fostering individual and organization-wide learning, and growing the value of a company’s customer base.
To calculate NPS, start with the ultimate question, "How likely are you to recommend us to a friend or colleague?" and score the answers on a zero-to-ten scale. Your Net Promoter Score is the percentage of customers who are promoters (those who scored 9 or 10) minus the percentage who are detractors (those who scored 0 to 6).
The score is calculated on a simple zero-to-ten scale. This scale is familiar and easy for customers to understand. First, it avoids people mixing up the ends of the scale by erroneously selecting "one" on a one-to-ten scale (a zero is never a good score). Second, it provides enough choice, so respondents don’t default to a score of "five out of five" for satisfactory experiences.
Thousands of companies in different industries have begun to measure their Net Promoter Scores over the past decade. More importantly, a growing number of companies have adopted the full Net Promoter System. Among the early adopters are corporate trailblazers such as Apple, Enterprise Rent-A-Car, and Vanguard. These companies have developed successful systems based on Net Promoter principles but adapted to their own businesses.
With the 11-point scale, you see actual behavioral differences between those who score nines and tens versus those who score zeroes and sixes.
From the absolute NPS position, any score over 0 would be considered ‘good’ as there are more Promoters than Detractors. Though, based on the above, it would be seen as the minimum level of progress. To be above average, a score greater than 50 is needed, so you would need to work on turning Detractors into Passives.
A common theme among our customers is how easy it is to do business with Curve. From data conversion to implementation through training and onboarding, Curve delivers an outstanding experience. The all-in-one practice management software is intuitive and easy to use and practices enjoy peace of mind knowing that their data is safeguarded with state-of-the-art cybersecurity protection.
Customers rave about how open and responsive we are to their feedback. This informs our product roadmap and fuels the introduction of revolutionary features that earn rave reviews and recommendations.
Combined with world-class 24/7/365 support, Curve’s platform offers tremendous value for the investment.
Source: Bain Consulting https://www.bain.com/consulting-services/customer-strategy-and-marketing/customer-loyalty/