Healthcare NPS Benchmarks

What Is a Good NPS Score for Healthcare?

A good NPS score for healthcare is anything above the industry average of 38. This puts you ahead of most competitors and indicates a healthy level of customer satisfaction. Scores in the top quartile (62+) are considered excellent and suggest strong customer loyalty that drives organic growth through referrals.

Keep in mind that NPS varies significantly within healthcare depending on company size, market segment, and geography. The most meaningful benchmark is your own trend over time. A company consistently improving its NPS is in a stronger position than one with a high but declining score.

How to Improve Your Healthcare NPS

Improving NPS in the healthcare industry starts with understanding what drives satisfaction for your specific customers. Here are actionable strategies:

• Close the feedback loop. Follow up with detractors within 24-48 hours. Understanding their specific complaints and showing you care can recover 25-40% of detractors.
• Identify your key drivers. Analyze open-ended NPS comments to find the themes that correlate most strongly with promoter and detractor scores. Focus improvement efforts on these high-impact areas.
• Empower frontline staff. Give customer-facing teams the authority and tools to resolve issues on the spot. Escalation and wait times are among the top detractor drivers across all industries.
• Measure consistently. Send NPS surveys at regular intervals using the same methodology. Quarterly relationship NPS supplemented by transactional NPS after key moments gives you both trend data and actionable insights.
• Turn promoters into advocates. Make it easy for promoters to share their experience. Referral programs, testimonial collection, and review requests channeled to promoters can amplify their positive sentiment.