Accessing NPS Surveys
To access NPS Surveys in PbN:
Navigate to the person icon at the top-right corner of the screen.
Select NPS Surveys from the dropdown menu.
This will open the NPS Overview, providing insights into your practice's Net Promoter Score (NPS) and other survey options.
Benefits of NPS Surveys for a Dental Office
Measure Patient Loyalty:
NPS surveys help identify loyal patients (Promoters) who will likely recommend your practice.
Highlight areas of improvement from detractors to enhance patient satisfaction.
Improve Patient Retention:
Understanding feedback from passives and detractors provides actionable insights to prevent patient churn.
Tailored Feedback:
Use specific templates or custom surveys to gather billing, treatment, or communication preference feedback.
Track Performance Over Time:
Generate reports to evaluate trends in patient satisfaction across different periods and campaigns.
Streamline Operations:
Survey insights inform decisions to optimize workflows, improve communication, and enhance patient experience.
NPS Overview
This tab offers a quick, visual summary of your Net Promoter Score (NPS) and patient feedback. Here's a breakdown of its key components:
NPS Score:
Centralized metrics are displayed prominently, indicating your patients' overall loyalty and satisfaction level.
The score is calculated as:
NPS =% of Promoters −% of Detractors
Promoters, Passives, and Detractors:
Promoters (9-10): Loyal patients likely to refer your practice to others.
Passives (7-8): Satisfied patients but less likely to recommend your practice.
Detractors (0-6): Unhappy patients who may discourage others from visiting.
Displays count and percentages for each category.
Total Responses:
Shows the total number of patients who have responded to the NPS survey within the selected date range.
Filter Options:
Date Range: Customize the timeframe for NPS data.
Survey Type: Select specific surveys for analysis.
Channels: Analyze responses by distribution channels - SMS, Email and Patient Portal
Frequency: Toggle between daily, weekly, and monthly
Survey Report
This tab provides an in-depth look at survey responses, allowing you to analyze feedback in detail.
Select a Survey:
Choose a specific survey to generate a detailed report. This is particularly useful for comparing the performance of different surveys over time.
Date Range Selector:
Analyze survey responses within a specific timeframe, helping you track changes or trends.
Generate Report:
Click this button to view detailed metrics and patient responses, broken down by survey questions and patient categories (Promoters, Passives, and Detractors).
Survey Builder
The Survey Builder is a powerful tool to create customized surveys tailored to your practice's needs.
Survey Name and Description:
Input a unique name and description to quickly identify the survey's purpose.
Survey Type:
Toggle NPS Tracking on or off, depending on whether the survey focuses on loyalty measurement or general feedback.
Add Questions:
Include questions in your survey using the following formats:
NPS Rating: Captures a patient’s likelihood to recommend your practice (1-10 scale).
Text: Open-ended questions for qualitative feedback.
Multiple Choice: Structured questions to collect quantifiable data.
Add as many questions as necessary, mixing formats to achieve comprehensive insights.
Preview and Save:
Before deploying, preview the survey to ensure proper flow and usability.
Practice Templates
This tab contains pre-built survey templates designed for common scenarios within your practice.
Templates Overview:
Built-in templates cover a range of patient feedback needs, such as:
Communication Preferences: Learn how patients prefer to be contacted.
Office Environment Survey: Gather feedback on office comfort and amenities.
New Patient Experience: Evaluate the experience of first-time patients.
Post-Treatment Feedback: Understand patient satisfaction after procedures.
Insurance & Billing Feedback: Identify opportunities to improve billing and insurance processes.
Using Templates:
Use Template: Deploy the survey directly to patients.
Copy: Create a duplicate template to customize for your specific needs.
Customization:
Edit the templates to include additional questions or reword existing ones to align with your practice's tone and goals.
Built-in Survey Templates
This tab offers a library of survey templates you can edit or delete, allowing you to personalize your surveys further.
Template Details:
View the questions and their formats for each survey.
Examples:
New Patient Experience: Questions like “How likely are you to recommend our practice to others?” with a mix of NPS ratings and text-based responses.
Orthodontic Care Feedback: Gathers insights on patient satisfaction with orthodontic services and results.
Pediatric Dental Experience: Focused on understanding parents’ feedback regarding their child’s visit.
Editing Options:
Edit: Modify the questions or survey settings.
Delete: Remove templates you no longer need.
NPS Surveys in Practice by Numbers are invaluable tools for dental offices to measure patient loyalty, gather actionable feedback, and enhance overall satisfaction. Your practice can foster stronger patient relationships and drive growth by leveraging built-in templates, customizable options, and detailed reports.