STAFF, PROVIDER, AND PARTICIPANT LOYALTY OVERVIEW
Since, February 2021, CCA has administered an annual Net Promoter Score (NPS) survey to measure staff, provider, and participant experience and loyalty at CCMS. Net Promoter Score, or NPS, measures participant/provider/staff loyalty. NPS is calculated using the answer to a key question, using a 1-10 scale: How likely is it that you would recommend [product/organization] to a friend or colleague? Based on the score they give, respondents are grouped in one of the following categories:
PROMOTERS, score 9-10, are loyal enthusiasts who will keep participating and refer others.
PASSIVES, score 7-8, are satisfied but unenthusiastic, vulnerable to competitive offerings.
DETRACTORS, score 1-6, are unhappy clients/staff
who can damage your brand and impede growth
Benchmarking NPS is a complicated process. There are a variety of factors that influence it. What is considered a “good” NPS score in one industry can be considered the worst in another. However, according to the Retently 2020 NPS benchmarks, the “Education and Training” industry has an average NPS of 71, the highest of all the benchmarked industries.
Generally speaking, a NPS score that is below 0 would be an indication that your organization has several issues to address. A score between 0 and 30 is a good range to be in; however, there is still room for progress. If your NPS is higher than 30 that would indicate that your organization is doing well and has far more happy staff/clients than unhappy ones. The higher your NPS is, the more likely it is that your client/staff referrals will convert into more success for your company.