Definition
NPS (Net Promoter Score) is based on answers from 0 to 10 to the question "How likely are you to recommend us to a friend?" Those who answer 9–10 are promoters, 7–8 are passives and 0–6 are detractors.
It's calculated by subtracting the percentage of detractors from the percentage of promoters, giving a score between -100 and +100.
Why it matters for clinics
Recommendations and online reviews are a major source of new patients in medical tourism. A clinic that measures post-treatment satisfaction can ask promoters for reviews and referrals and deal with detractors before problems grow. Storing the NPS score in a custom field on the patient record lets you see satisfaction by treatment and by agent.
Example
After the follow-up appointment, the coordinator asks the recommendation question and enters the answer in the "NPS" field on the patient record. Patients who answer 9–10 are sent a Google review link; anyone scoring 6 or below is passed to the clinic manager.