Luna Earns "World-Class" NPS Rating in Patient Satisfaction Survey
Luna is proving that its innovative, on-demand physical therapy model is working -- and not just working, but defining new standards in the PT industry. Luna patients love Luna's at-home physical therapy, and the proof is in the pudding...the "NPS pudding," if you will. But what is NPS? And how is it measured? Better yet, what "world-class" rating did Luna receive, and why should you care? Here's the scoop...
What is NPS?
NPS stands for Net Promoter Score. Developed by Bain and Company in 2003, it is a metric that helps businesses measure and monitor customer's experience and loyalty. It's an excellent method for understanding the true voice of the customer.
How is NPS measured?
The Net Promoter Score is measured via a quick, single-question survey. The classic question is, "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: Responders who give a nine or 10 are loyal, enthusiastic customers.
Passives: Responders who give a seven or eight are somewhat satisfied but not as much as promoters.
Detractors: Responders who give a six or lower are unhappy. They are unlikely to buy again and may discourage others from doing so.
How is NPS calculated?
The NPS calculation is simple. First, determine the percentage of people in each of the three categories, then subtract the percentage of promoters from the percentage of detractors. The calculation looks like this:
NPS = (% of Promoters) - (% of Detractors)
The NPS result is reported as a number from -100 to +100. Not surprisingly, a higher score is desirable.
What does the NPS mean?
Here's a breakdown of what the resulting scores mean:
Below zero: This is an indicator that a company needs to improve customer satisfaction levels.
Above zero: This is considered "good." It means that customers are more loyal than not.
Above 20: This is considered "favorable." It means that customers are relatively pleased.
Above 50: This is considered "excellent." It means that customers are delighted.
Above 80: Bain and Company defines this as "world-class." It means that customers are extraordinarily happy. Scores in this range are a rarity among most businesses.
What was Luna's NPS?
We're very proud to share that Luna achieved an NPS rating of 86. This "world-class" score confirms that Luna patients are extremely happy with their on-demand physical therapy service. It also shows that they are highly loyal customers. Our patients are so incredibly delighted that they've no hesitation recommending Luna to their friends and family.
How did Luna determine their NPS?
For this analysis, Luna collected NPS data from August through October of 2020. After five visits from a Luna physical therapist, patients were asked (via their progress form) the NPS question, "How likely is it that you would recommend Luna to a friend or colleague?" The scores were counted only one time per unique patient. If a patient answered the question more than once, only their latest score was used in the calculation. The result was 1,085 individual patient submissions, and the breakdown looked like this:
Promoters = 964 (828 of which were scores of 10!)
Passives = 90
Detractors = 31
In terms of percentages, 89% of responders were promoters, and only 3% were detractors. Therefore, 89% - 3% = 86 NPS. It's a fantastic result, and we're grateful for such a high score. Our experienced, high quality therapists and the technology-enabled experience we provide is working. What's more, it's an unprecedented number that occurred during an unprecedented year. Everyone knows that with COVID-19, 2020 has certainly been one for the record books.
Despite the pandemic challenges, we recently celebrated our second anniversary. We're glad to know that our patients are so blissfully happy with Luna in such a short timeframe. As such, we promise to continue providing the best support for our patients so they receive meaningful care and achieve faster recoveries.