NPS (Net Promoter Score): listening more to better care for patients

I learn a lot by watching movies. Without realizing it, I get deeply involved with the protagonists and even end up experiencing their challenges. Something similar happened after I watched Twelve Men and One Sentence (1957), a few hours before I started writing this text.

The story made me wonder how much we define as true, basically a mix between personal vision and impulses created by our feelings. In this way, we invest time and energy in the wrong choices, just by not looking around calmly.

You may be wondering: What the story of Twelve Men and One Sentence, which deals with the trial of a young man accused of murdering his father, has to do with running the office.

I explain: The film clearly shows how someone who analyzes the context makes fairer and smarter decisions. Inspired by this classic, I want to make you think better about the evaluation of your service and the importance of interpreting these observations.

Experience guides action

In the movie I quoted there is a character named Davis. He is played by actor Henry Fonda, and is jury number 8, one of the centerpieces of the film. He reacts to the exalted tone of his colleagues with disconcerting responses without getting into the game of offenses and harsh statements. Davis welcomes every idea, contrary to his own. Rather than counteract, he argues and thus makes his colleagues review their beliefs.

- If you want to be perceived, listen carefully.

No doubt this is a great lesson from this movie for dentists.

"How about looking around and answering me: What would change if you used your patients' perceptions to invest in your office?"

I believe we would be surprised by the result. Usually, it points us in ways that we do not realize or are prepared to accept. If you're recognized for great orthodontic treatments, what sense does it make to spend on cosmetic treatments campaigns? Or if people realize that you have a differentiated service, what can you improve to make it even more amazing? This is what we will discover by applying the Net Promoter Score (NPS), a methodology that will be very useful for you to know what is good and what needs to be improved in the business.

The source of opportunity called Net Promoter Score (NPS)

 The Net Promoter Score (NPS) methodology came into being in 2003 with the goal of measuring a customer's chances of referring their product or service. Here, my goal is to get you to reflect on how this information will be put into production.

To do this, take a look at these questions:
- On a scale of 0 to 10, how likely are you to recommend our office to a friend?
- What is the main reason for your score?
- What was missing from your last experience with us?
- How can we improve your experience?
- What do you value most when you visit us?
- What do you like and dislike the most here?

 From the first to the last question, you gather feedback that tells you where to improve and what is putting your business at risk. Through the answers you know your patients better and clearly know what can keep or keep these people from you.

With the support of feedbacks there is no risk: you prioritize your investments.

Don't have a tool to help automate satisfaction surveys yet? No problem! You can rate service in two other ways: with a suggestion box and supported by a conventional satisfaction survey. Also, it doesn't matter how you get started. The most important thing is to apply this research as early as possible and analyze the responses calmly and with direction.

Ramon Maciel, Dental Surgeon.

Source: Blog Dental Speed. Available at: https://blog.dentalspeed.com/marketing/nps-ouvindo-mais-para-atender-melhor-os-pacientes/. Access on: 08/03/2020.
image: Prostock-studio, de envatoelements