January 2012 - Sandwell & West Birmingham Hospitals

SWBTM (1/12) 236 (b)
SWBTB (1/12) 275 (b)
Net Promoter Score
Net promoter Score (NPS):
NPS is a concept from the marketing world which originated in the USA. It offers a
simple way to capture what people will say in terms of ‘word of mouth’ locally, i.e.,
it is a measure to capture whether or not we are the hospital of choice for local
people.
The net promoter score question can be framed as below:
How likely is it that you would recommend this hospital to a friend or family
member if needed?
(Please indicate below by ticking a box indicating how likely you would recommend this hospital, with
0 being extremely unlikely to 10 meaning very likely.)
People who give a response between 0 and 6 are detractors
Those who give a response of 7 or 8 are passive or neutral
Those who give a response of 9 or 10 are promoters
The Net promoter score = % of promoters ‐ % of detractors
This is a measure that can encourage staff to deliver ‘something special’.
Usage among NHS Trusts:
Locally: Heartlands, UHB and New Cross are not using it. West Mids Ambulance Trust
uses it in their reports.
Nationally: Quite a few Trusts East of England use it.
It is now gaining prominence due to its simplicity of use and understanding. It is
normally backed up by a marketing strategy and linked to service improvement
plans.
Our status:
We do ask the recommendation question but with only 3 answer options. If we need
to calculate the Net score we would need to change our surveys. This can be done in
the next round of reprint in approximately 2 – 3 months. SNAP survey system can do
something similar to NPS if we incorporate the 0 – 10 rating question.