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).
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:
NPS is vital for organisations that want to ensure their customers or members receive high-quality service. Here’s why:
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.
Take a look at:
Our User Experiences: individual patient stories.
Why Teladoc Health UK is a Great Place to Work.
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