Net Promoter Score Surveys

Net Promoter Score (NPS) is a customer loyalty metric commonly used to gauge customer satisfaction.

Customers can be placed within three categories:

1. "Promoter" customers (give a 9 or 10 rating) are enthusiastic, loyal, and "promote" you to their friends and family.
2. "Passive" customers (give a 7 or 8 rating) are happy but can easily be tempted to leave by an attractive competitor. Passives may become promoters if you improve your product, service, or customer experience.
3. "Detractor" customers are unhappy, feel mistreated, and have an increased likelihood of moving to a competitor. They are likely warning potential customers to stay away.

An NPS survey simply asks customers how likely they are to recommend the company to friends and family (on a scale from 0 to 10 where 0 is not at all likely and 10 is very likely).

Your NPS is calculated by subtracting the percentage of detractors from promoters to get an overall NPS result; therefore, your score can range from -100 to 100. A "good" score is all relative. See this article for some benchmarks. We are not aware of any existing benchmarks in Aged Care. We suggest you start with an NPS survey before you start using Tell Touch.

Admins can trigger an NPS survey to be sent out to all consumers and representatives that have an email address in the system. It will send an email to them asking for a rating and will prompt them for additional comments as to why they gave the score they did. If the recipient does not reply after five days, it will send an additional email reminder.

While it is technically possible to benchmark against other providers, Tell Touch does not support or endorse this practice. The rationale behind this stance is the inherent differences between providers. Each tends to serve care recipients with specific needs and characteristics.

For instance, comparing NPS scores might not yield meaningful insights. A residential aged care facility predominantly serving residents in wheelchairs, when benchmarked against a facility with fewer mobility issues, might produce skewed data unrelated to service quality.

Similarly, benchmarking homes serving different ethnic communities can misrepresent satisfaction levels. One community might traditionally be more reserved in feedback, while another might be more vocal, leading to misleading comparative insights.

We believe benchmarking is most beneficial within the same organisation, or even more so, within the same location, to ensure relevancy and actionable insights. It should be used to track progress, not to rank locations of organisations.

NPS is a great way to take a snapshot of how your company is performing from a consumers perspective. It allows you to track and measure the success of various initiatives you undertake to improve performance.

We suggest you trigger an NPS survey before you start using Tell Touch. This will act as a benchmark. To not annoy respondents, we recommend waiting at least six months before triggering the survey again.

A good Net Promoter Score (NPS) varies by industry, but generally, a score above 0 is considered acceptable, as it indicates that you have more promoters than detractors. Scores between 20 to 50 are seen as favourable, and anything over 50 is excellent, suggesting strong customer loyalty and satisfaction. That said, we caution against benchmarking against other organisations or industry standards. What's considered a good score can significantly differ from between industries, between companies and even between locations.

We believe benchmarking is most beneficial within the same organisation, or even more so, within the same location, to ensure relevancy and actionable insights. It should be used to track progress, not to rank locations of organisations.