Hear from every patient after the visit, not just the ones who post reviews

NPS comes from one question: “How likely are you to recommend us to a friend or colleague?” on a 0 to 10 scale. Scores of 9 or 10 are promoters, 7 or 8 are passives and 0 to 6 are detractors. Your NPS is the percentage of promoters minus the percentage of detractors, so it ranges from -100 to +100. The method was developed at Bain & Company.

Any score above zero means you have more promoters than detractors. Benchmarks vary by specialty, region and how the survey is sent, so the most useful comparison is your own trend over time and between your locations and providers. A rising score after you fix a common complaint, like wait times, is a better sign than any single number.

You can collect private feedback, but you can’t use it to keep unhappy patients from posting. Google’s policy prohibits selectively soliciting positive reviews, and the FTC’s 2024 rule bans suppressing negative reviews through threats or misleading claims. With our setup, every patient gets the option to post publicly, and low scores also go to your office for follow-up.

Our surveys ask about the experience of the visit, such as scheduling, wait time, staff and communication, not diagnoses, symptoms or treatment. We avoid clinical questions that would collect protected health information. Your team should follow your practice’s own HIPAA policies when replying to comments, and use secure forms for anything that needs health details.

Short. We recommend the NPS question, two or three experience questions and an optional comment box, which most patients can finish in under a minute on a phone. Long surveys get fewer responses, and the few extra answers rarely change what you do. You can rotate a question each quarter if you want to look at a specific issue.

Usually within a few hours of the visit, while the experience is still fresh. Research from The Beryl Institute and Ipsos found most people want to give feedback within a day of their care. Timing is set per location, and patients aren’t sent a new survey after every visit if they come in often.

Yes. Reports break out NPS, response rate, comments and review activity by location and by provider, with trends by month or quarter. A multi-location group can compare offices side by side, and each office manager can see the feedback for their own location. Results also feed into the monthly reviews report.

The score and any comment go to the right office manager by alert, so someone can call the patient, apologize if needed and fix the issue. That patient is still offered the option to post a public review, the same as everyone else. A quick, personal call gives your team a chance to resolve the issue.