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PatientBond Blog:

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PatientBond NPS Score Far Exceeds the Industry


PatientBond | Posted on December 8, 2020

NPS Survey

In November 2020, PatientBond surveyed its current customers across hospitals, urgent care, health insurers and technology partners to determine its 2020 Net Promoter Score (NPS). The NPS measures customers' willingness to recommend a company's products or services to others. It gauges customers' satisfaction and loyalty and predicts the company's business growth.

Sixty-two respondents across 40 customers answered the question, "How likely is it you would recommend PatientBond to a friend or colleague?" Respondents answered on a 0 - 10 scale and are grouped as follows:

  • Promoters↑ (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth
  • Passives↔ (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings
  • Detractors↓ (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth

Subtracting the percentage of Detractors from the percentage of promoters results in the Net Promoter Score , which can range from a low of -100 (if every customer is a Detractor) to a high of +100 (if every customer is a promoter). An NPS of +50 is considered "Excellent" and above 70 is "World Class."

NPS Chart

Impressively, PatientBond maintained its 2019 NPS of 82 for the second year in a row, climbing from 73 in 2018. Importantly, 84% of respondents were Promoters, and two-thirds gave PatientBond a perfect score of 10

This customer-centric performance also helped drive PatientBond's recognition as a top-tier company in the Inc. 5000 lists of fastest growing companies two years running and was also named in the Financial Times 'The Americas’ Fastest Growing Companies 2020.'

Industry NPS Scores

An examination of Customer Guru's list of the Net Promoter Scores for Fortune 500 companies puts PatientBond's NPS score in sharp perspective. The highest NPS scores among the Fortune 500 were for Costco (79) and Starbucks (77), and few other companies came close to those scores. Even Apple, with its extremely dedicated customer base, only achieved an NPS of 47.

For further comparison, the IT industry as a whole only attained a 33 NPS. PatientBond far exceeds other technology companies in terms of customer satisfaction and loyalty.

PatientBond Clients

PatientBond's customers include hospitals & health systems, physician practices, urgent care, health insurance companies, pharmaceuticals companies, device manufacturers, partner technology vendors and other healthcare stakeholders. These customers rely on PatientBond's patient/member/health consumer digital engagement platform powered by a proven and proprietary psychographic model to positively influence health consumer decisions and motivate desired behaviors. These companies leverage PatientBond's capabilities to drive patient traffic and grow market share, improve health outcomes and increase patient financial responsibility payments. PatientBond is used by nearly 1,000 customer locations across the U.S.

PatientBond's NPS survey asked for customer feedback, and here is a sample of their responses:

  • "Thank you for being the company that you are and for truly embracing our differences. Sincerely appreciated!"
  • "PatientBond is our most innovative partner and has been fantastic at automating processes."
  • "Thank you for the great partnership. We appreciate all that you do for our organization"
  • "PatientBond is innovative and timely. Most of our partners take far longer to build customer solutions."
  • "The support is super-responsive. PatientBond takes all feedback and develops new features based on our needs."

The PatientBond Team

PatientBond has more than 50 employees, who operate as a close-knit family. Trevor Anderson, Vice President of Customer Success, stated, "We can all be incredibly proud working at PatientBond. This score represents all of our hard effort - late nights, early mornings, long days." Anderson continued, "It represents the planning and architecture of the product and the continual design and innovation, it represents the friendly and effective sales team, those who work to configure and build each customer's environment, support and ongoing maintenance, both customer-facing and behind the scenes. This score belongs to everyone who is lucky enough to be part of this great company."

About PatientBond

Founded in 2011, PatientBond focuses on creating the most consumer-centric technologies to address the ever-changing needs of digital patient engagement. PatientBond's Digital Health Platform uses a proprietary psychographic segmentation model to personalize messaging and digital channels to individuals’ motivations and communication preferences, enabling innovative health consumer experiences for every stage of care, anytime, anywhere. PatientBond is a portfolio company of First Health Capital Partners, LLC. Information about PatientBond is available at www.patientbond.com.

Interested in working with PatientBond? Contact us today to schedule a demo.

Psychographic Segmentation and its Practical Application in Patient Engagement and Behavior Change

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Topics: Psychographic Segmentation, Urgent Care, urgent care marketing, psychographics, healthcare consumer, telemedicine, healthcare consumers, telehealth, Consumer Segmentation, COVID-19, COVID, patient volume, televisits, urgent care payment collections, improve urgent care cash flow, hospital marketing, health segmentation, service line marketing, hospital revenue, urgent care revenue, urgent care marketing campaign, healthcare consumer segmentation, health consumers, hospital marketing campaign, pandemic

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