What measure is Net Promoter Score (NPS) used alongside Google star scores to assess patient satisfaction?

• A. Patient Satisfaction Index
• B. Net Promoter Score (NPS)
• C. Experience Rating
• D. Feedback Score

Answer: (B)

Net Promoter Score is used alongside Google star scores to gauge patient satisfaction because it adds a view of loyalty and advocacy that star ratings alone don’t capture. Google star scores show how satisfied patients are on a numeric scale, but NPS measures willingness to recommend the practice to others, which reflects ongoing satisfaction and likelihood of referral.

NPS works by asking how likely a patient is to recommend the practice on a 0–10 scale and then grouping responses into promoters, passives, and detractors. The final score, the percentage of promoters minus the percentage of detractors, gives a single, actionable metric that highlights loyalty trends and potential growth, complementing the snapshot provided by star ratings.

So, the measure in question is Net Promoter Score, because it specifically targets patient advocacy and long-term satisfaction alongside the standard star-based rating.