Net Promoter Score measures what among patients?

• A. Rate overall satisfaction
• B. Willingness to recommend the practice to others
• C. Patient wait time
• D. Recall clinicians' names

Answer: (B)

Net Promoter Score measures how willing patients are to recommend the practice to others, capturing patient advocacy rather than a simple satisfaction rating. It uses a 0–10 question to classify responses into promoters, passives, and detractors, and the score is calculated by subtracting the percentage of detractors from the percentage of promoters. A higher NPS indicates more satisfied, loyal patients who are likely to refer others, which is why this metric is valued for growth through word-of-mouth. The other options describe different concepts—overall satisfaction, wait times, or recalling clinicians’ names—which are separate metrics and don’t directly measure advocacy.