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Why an NPS Score Matters for Ensuring Exceptional Customer Service

March 10, 2025
Mental Health, Thought Leader, Virtual GP

Author: Kim McCready, Head of Clinical Operations & Governance, Teladoc Health UK

Providing exceptional customer service is more than just a priority—it’s a necessity. Organisations are constantly looking for ways to measure and ensure their customers, members, or employees have positive experiences. One of the most effective tools for assessing satisfaction is the Net Promoter Score (NPS).

What is NPS?

The Net Promoter Score (NPS) is a simple but powerful metric that gauges customer loyalty and satisfaction. It’s calculated by asking customers one key question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?” Based on their answers, customers are classified into three categories:

The NPS score ranges from -100 to +100, with scores typically categorised as follows:

+50 and above: Excellent
+30 to +50: Good
+0 to +30: Average
Below 0: Needs improvement

Why is NPS Important?

NPS is vital for organisations that want to ensure their customers or members receive high-quality service. Here’s why:

Real-Time Insight into Customer Experience. NPS gives organisations direct feedback on how customers feel about their service. It’s a simple yet powerful metric that quickly highlights whether service quality meets expectations or needs improvement.
A Measure of Customer Loyalty. High NPS scores often indicate strong customer loyalty. Loyal customers are more likely to return, spend more, and recommend your services to others. Tracking this metric helps organisations understand where they stand regarding long-term customer retention.
Actionable Data for Improvement. NPS isn’t just a number; it provides actionable feedback. Detractors can provide valuable insights into areas that need improvement. By identifying pain points and acting on them, organisations can transform dissatisfaction into positive experiences.
Enhancing Employee and Member Engagement. A high NPS often reflects how well employees engage with customers. It can be a valuable benchmark for evaluating training effectiveness and the work environment. When customer service teams are empowered to deliver excellent experiences, it shows in the NPS score.

How does Teladoc Health UK use its NPS score?

At Teladoc Health UK, we use our NPS score to ensure we meet and exceed customer expectations, creating an environment of continuous improvement. At the time of writing, our score was 77, which is considered excellent. A score of 77 indicates that the majority of your customers are promoters (those who rate 9 or 10 out of 10), and a tiny percentage are detractors (those who rate 0 to 6). Generally, a high NPS like 77 suggests that your customers are highly satisfied and will likely recommend your product or service to others.