WHAT IS A NET PROMOTER SCORE (NPS)?
NPS, or Net Promoter Score, is an internationally used metric for assessing client experience and loyalty. It is determined by a single question: 'On a scale of 0 to 10, how likely are you to recommend Mediclinic to a friend or family member?' Clients provide their ratings, which are then used to calculate an overall score that can range from -100 to +100.
Frequently Asked Questions
What does the NPS score mean?
Each score reflects how clients feel about their overall experience, from admission to discharge. A higher NPS score indicates a greater number of satisfied and loyal clients.
- A positive score (above 0) means more clients are recommending Mediclinic than not.
- Scores above 20 reflect that clients consider our service to be great.
- Scores above 50 show that clients rate our service as excellent.
- A score above 80 places us in the top percentile of performance.
How does Mediclinic use NPS results to improve care?
We analyse NPS feedback at both the hospital and unit levels. This enables targeted improvements, such as enhancing communication in emergency centres or follow-up care after discharge.
CLIENT INPUT DRIVES REAL, MEASURABLE CHANGES THAT LEAD TO BETTER OUTCOMES AND EXPERIENCES.
How often are the scores updated?
We update our NPS scores monthly to reflect the most recent client feedback. This ensures the data is timely and accurately represents current performance at each facility.
Why do different hospitals have different NPS scores?
Each hospital’s score reflects the unique feedback from its clients. Factors such as patient volume, services offered and recent improvement initiatives can all influence individual hospital scores.
How can you share your feedback?
Upon discharge from a Mediclinic facility, you may receive a survey via WhatsApp or email within 24 – 48 hours of your visit if you consented to receive it. The survey contains various questions about your care and an opportunity to share any other comments about your stay in our facility.
What do we do with the feedback?
The survey includes a single question about your likelihood of recommending Mediclinic. The results of this question and the feedback you provide on other questions, including comments, are carefully considered and help us improve the quality of care we provide to our highly respected clients.