Savvy clients know the critical importance of customer reviews. Most people read them before purchasing a product or service. With that in mind, forward-thinking businesses understand the enormous potential customer reviews carry. Positive reviews boost a brand's visibility and help clients gain trust in a company's offerings.
That's why Luna takes patient feedback very seriously. It's also why we're pleased to announce that our latest Net Promoter Score (NPS) is in the "World Class" category for the third year running. Even better, at 87, it is also our highest score yet. But you might be wondering, what is NPS? And how is it measured? And what does "World Class" mean? Here's the scoop…
What is a Net Promoter Score?
To learn more about what a Net Promoter Score (NPS) is, how it's calculated, and what it means, look at our blog article announcing our score in 2020. But if you don't feel like deep diving into NPS, here's the short version: NPS is measured via answers to a survey question, "How likely is it that you would recommend Luna to a friend or colleague?" Respondents give a rating between zero (not at all likely) and 10 (extremely likely).
Depending on their response, customers (patients) fall into one of three categories: promoters, who give nine or 10 scores; passives, who give seven or eight scores; and detractors, who give six and lower scores. The NPS equals the percentage of promoters minus the percentage of detractors. The result is a number from -100 to +100. Obviously, the higher the number, the better. Scores above zero are good, above 50 are considered excellent, and above 80 are considered "World Class." Anything above 80 means that customers are extraordinarily pleased. Scores in this range are rare among most businesses.
What are Luna's NPS scores?
We're very proud to achieve an NPS rating of 87 in 2022 – our highest score yet. In 2021, we attained an NPS of 85, and in 2020 we earned an 86. All three scores are phenomenal and well into the "World Class" category. They confirm that Luna patients are thrilled with their in-home physical therapy service. It also shows that they are highly loyal customers. Our patients are so incredibly delighted that they've no hesitation in recommending Luna to their friends and family.
But that's not all. In addition to our incredible NPS score this past year, we also had an impressive 99.6% "thumbs-up" rating for all patient visits in 2022. It proves that Luna is providing the gold standard for in-home physical therapy. Consistent with this performance, patients that originated from our partners also rated their experiences highly - at 99.7% “thumbs-up”.
So, if you're looking for the ultimate way to heal faster with physical therapy, Luna is your solution. Luna patients are more likely to start and finish their timely treatments, celebrate less pain, and achieve better functional improvement than those who patronize traditional clinics. Experience the Luna difference for yourself – learn more about our in-home physical therapy, contact us with any questions, or make an appointment online. As you can tell from our extraordinary NPS scores, we care deeply about your care and look forward to providing you with the best in-home physical therapy soon.