The Net Promoter ScoreAn Effective Client Survey Tool

Mike Pownall, DVM

AAEP 2012 Business Education Workshop

Why Customer Surveys

• Success of initiatives

• Problem areas• Are rumors

about us true?• Are we as good

as we think we are?

Past Customer Surveys

Useless

• Inconvenient• Intrusive• Annoying• Nothing measureable• <10% response rate

The Net Promoter Score

The NPS

• Promoters (9-10)• Passives (7-8)• Detractors (0-6)

Promoters – Detractors = NPS

The NPS

• Promoters (9-10) 30%• Passives (7-8) 60%• Detractors (0-6) 10%

Promoters – Detractors = NPS

30%(P) – 10%(D) = 20% NPS

Good Profit vs Bad Profit

The NPS

• 4 questions• constantcontact.com• Surveymonkey.com• Target clients• Results shared

Results

Results

• Ave NPS score = 84%• Ave response rate = 33%

What We Have Learned

• Initiatives working•Good profits•Empowered staff

Challenges

•Time•Repeating clients•No industry standard•Can’t relate to growth

Thank You

Reference

• mike@mpequine.com• mpequine.com• veterinarybusinessmatters.co

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