Much progress has been made. In partnership with its clients, Insync has measured the Net Promoter Score (NPS)* for 75 services and programs over the last few years.
Encouragingly, the average NPS is +45 – with some organisations exceeding +70. These high NPS results are driven both by a positive consumer/patient experience and meaningful outcomes being achieved.
In many cases, 80% or more of consumers/patients indicate high satisfaction with their experience in areas like:
They listen to me
They treat me with dignity and respect
They do what they say they will do
A similar proportion are satisfied with the outcomes being achieved in areas like:
I feel more hopeful about my future
I am supported to achieve my goals
Overall, I am satisfied with the service I received
Naturally, some certain services and programs are receiving feedback that is much less favourable. The key issues typically involve:
Not achieving outcomes (e.g., taking too long to find accommodation)
Not feeling listened to
Not being able to access services in a timely manner
The role of leaders cannot be underestimated. There is plenty of evidence that shows how important leaders are for building, maintaining, and enhancing a consumer/patient-centric culture.
The checklist below highlights the things that leaders in the most successful organisations are doing. Completing this self-assessment will help you identify what you and your leadership colleagues could do differently or better to enhance your organisation’s consumer/patient culture.
Adopting a continuous improvement mindset and regularly assessing how you are fostering a consumer/patient-centric mindset throughout the organisation will help to improve the consumer/patient experience and lead to better outcomes. The goal is to create a culture where every employee is dedicated to meeting consumer/patient needs and exceeding their expectations. This, in turn, will enable you to deliver your mission, build your reputation, retain high-performing employees, and achieve your organisation’s goals.
*Net Promoter Score (NPS) is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.
Fostering a consumer/patient-centric culture throughout your organisation – A checklist for leaders
Take the next step by reaching out to Insync’s team of experts to discuss our Voice of the Customer feedback program. With a deep understanding of customer experience, our professionals are here to guide you on the journey.
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