What is Net Promoter Score (NPS)?
Net Promoter Score (NPS) is a loyalty measure based on one question: how likely are you to recommend us to a friend or family member, on a 0 to 10 scale. Promoters score 9 or 10, detractors 0 to 6. NPS is the percentage of promoters minus the percentage of detractors, ranging from minus 100 to plus 100.
Why it matters for hospitals
NPS gives hospitals a simple way to track loyalty across units and departments. Its real value is the follow-up: calling detractors quickly and asking promoters for reviews.
How to put it into practice
- Ask the NPS question after OPD and after discharge, by WhatsApp or SMS.
- Add one open question asking why, and read the answers.
- Close the loop with detractors within a day or two.
- Invite promoters to share a review, following platform rules.
- Compare NPS by department and over time, not with other hospitals’ claims.
The common mistake
Reporting NPS monthly without anyone calling detractors or acting on comments.
An illustrative example
A hospital called every detractor within 48 hours after discharge. Many complaints were resolved, and some patients later left positive reviews. (Composite example, not a specific hospital.)
Related terms
Further reading
Part of the healthcare growth and digital glossary. Last reviewed 7 October 2026.