Improve Your Hospital Website, Improve What Consumers Think of Your Brand; NPS Tells Memorial Hermann Where to Focus

Patients are consumers. They want convenience—especially online. They expect it, and when they don’t get it, they don’t like it. When they don’t like it, they may tell other people. If they’re really upset, they may use the large megaphone known as the Internet to tell the world. Wouldn’t it be great if they told you, their health system, so you could fix the problem?

Net Promoter Score is a mechanism that collects consumer feedback by asking the question: How likely is it that you would recommend [brand] to a friend or colleague? Memorial Hermann uses Net Promoter Score to measure consumer sentiment across a range of online experiences.

“We can get a gauge whether or not patients are satisfied with their experience with a metric that is comparable across industries, and across competitors inside our industry,” said Kelly McCormick, Director of Web Strategy and Digital Marketing at Memorial Hermann, in a recent eHST article.

Net Promoter Score, introduced by Bain & Company in 2003, is one way to listen to the voice of the customer. Major health systems have used it as a way to cultivate a patient-first culture and improve clinical care. Others, like Memorial Hermann, use it to drill down to specific aspects of customer experience online.

Read our full article to see examples and learn how you can improve overall brand perception by improving specific aspects of your website: Net Promoter Score: Are Your Patients Promoters, Passives, or Detractors?

Best regards,
Matt Humphrey
President