At Luna, we've always placed immense value on patient feedback and satisfaction. It's our belief that positive customer reviews are not just testimonials but also a cornerstone for trust and quality assurance in our services. This approach has continually driven us towards excellence, and we're thrilled to share the fruits of our dedication.
We're proud to announce that for the fourth consecutive year, our Net Promoter Score (NPS) remains in the "World Class" category. With an NPS for 2023 of 87 across all patients served, Luna has not only upheld our high standards but also reinforced our commitment to patient satisfaction. This score, emblematic of our dedication, mirrors the deep trust and satisfaction our patients place in Luna's in-home physical therapy services. It's a testament to our unwavering pursuit of excellence in patient care and service quality.
Understanding NPS and Its Significance
For those new to the concept, the Net Promoter Score is a widely recognized metric used to gauge customer loyalty and satisfaction. It's derived from a simple question: "How likely is it that you would recommend Luna to a friend or colleague?" Based on the ratings – on a scale from zero to ten – respondents are categorized as promoters, passives, or detractors. The final NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score between -100 to +100.
An NPS above 80 is considered "World Class," indicating exceptionally high levels of customer satisfaction. Luna's consistent achievement in this range over the past four years is a testament to our unwavering commitment to providing top-notch in-home physical therapy services.
Luna's Journey of Consistent Excellence
Reflecting on our journey, we've observed remarkable stability in our NPS scores – achieving 86 in 2020 (see post), then achieving 85 in 2021 (see post), followed by a notable high of 87 in both 2022 (see post) and now 2023. This consistent performance at a high level is more than just numbers; it represents our relentless commitment to excellence and mirrors the deep-seated trust our patients have in us.
Maintaining such high numbers is a challenging feat, especially as we've dramatically expanded our patient care. Yet, our dedicated team (including all of our exceptional therapists!) has not only achieved this goal but has done so with remarkable consistency. And thank you to our therapists in particular, this milestone would not be possible without you all!
The Luna Difference: A Commitment to Excellence
Choosing Luna for your physical therapy needs means opting for a service that prioritizes your comfort, convenience, and results. Our patients have consistently reported faster healing, reduced pain, and significant functional improvements compared to traditional clinic experiences.
Experience the difference yourself. Learn more about our in-home physical therapy services, reach out with any queries, or schedule an appointment online. Our extraordinary NPS scores are a promise of the unparalleled care and attention you'll receive. At Luna, we're not just committed to your healing; we're dedicated to providing an exceptional therapy experience, right at your doorstep.
