For businesses of all kinds, the importance of customer reviews and ratings can't be overstated. Top-notch service and patient satisfaction matter, especially when it comes to physical therapy. That's why Luna takes our customers' feedback very seriously. It's also why we're proud to announce another "World Class" Net Promoter Score (NPS) two years running!
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, take a look at our blog article announcing our spectacular score in 2020. But if you don't feel like doing a deep dive into NPS, here's the quick version: NPS is measured via answers to the 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 reported as 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 is exceptionally rare.
What is Luna's NPS score for 2021?
We're pleased to share that Luna's NPS score has landed in the "world-class" range two years in a row. In 2020, we received an NPS score of 86. And in 2021, we had a whopping 88.1% of promoters (those who gave us nine and 10 scores) which helped us achieve yet another "world-class" NPS score of 85. Both scores are extraordinarily high, not only in the physical therapy industry but for any business overall. What's more, Luna obtained both outstanding scores during the COVID pandemic. The NPS shows that Luna has a plethora of physical therapy patients who are incredibly happy, loyal, and enthusiastic patients. Our patients consistently have zero qualms about recommending our on-demand PT services to their friends and family.
How has Luna maintained such a high NPS score?
Luna's superior NPS scores prove two important things: One, that our physical therapists offer effective, high-quality treatments that work. Two, the unique technology-enabled experience Luna provides is both simple to navigate and easy to use. Both factors confirm our patient's love of our innovative, at-home, on-demand physical therapy model.
But that's not all. In addition to an incredible NPS score, we also had an impressive 99.7% "thumbs-up" rating for all patient visits in 2021. Without a doubt, Luna is providing the gold standard in outpatient physical therapy.
So, if you're looking for a better way to heal faster with physical therapy, Luna is the answer. Patients referred to Luna are more likely to start and finish their treatment, see a reduction in pain, and achieve functional improvement compared to those visiting a traditional clinic. Learn more about Luna and how it works, and feel free to reach out to us with any questions. We look forward to surprising and delighting you with the very best in at-home physical therapy – and becoming our latest NPS promoter soon.