Transform Your Dental Practice in 2024 with NPS: How and Why It Matters

what is a good nps score

In today’s competitive dental industry, providing exceptional patient experiences is crucial for maintaining and growing your practice. One powerful tool that can help achieve this is the Net Promoter Score (NPS), combined with the innovative capabilities of FollowApp. Keep reading to explore how these two tools can transform your dental practice by enhancing patient satisfaction, boosting retention rates, and ultimately driving growth.

Understanding NPS: Its Importance for Your Dental Practice

The Net Promoter Score (NPS) is a metric used to gauge the loyalty of your patients and their likelihood of recommending your services to others. It’s calculated based on responses to a simple question: “On a scale of 0-10, how likely are you to recommend your clinician to a friend or colleague?”

  • Promoters (9-10): Loyal patients who will refer others.
  • Passives (7-8): Satisfied but unenthusiastic patients who are vulnerable to competitive offerings.
  • Detractors (0-6): Unhappy patients who can damage your brand through negative word-of-mouth.

By regularly measuring NPS, you can identify areas of improvement and implement strategies to enhance patient experiences.

FollowApp: A Game-Changer for Dental Patient Engagement

FollowApp is an advanced application designed to streamline patient communication and follow-ups. It integrates seamlessly with your practice management software, allowing you to automate reminders, follow-ups, and feedback requests.

Key Features of FollowApp:

  • Automated Follow-Ups: Ask “How are you feeling?” before asking “How did we do?”. With our innovative, personalised flows, you can ensure your patients feel happy and cared for post-appointments.
  • Feedback Collection: Automatically request feedback from patients after their visits, providing valuable insights for continuous improvement.
  • Personalised Communication: Personalise messages to suit your practice’s and patient’s needs, further enhancing the overall patient journey and patient experience.
  • Unmatched Competitor Advantage: We can track NPS down to the clinician level, giving you unparalleled insights into patient satisfaction.

How NPS and FollowApp Work Together:

When combined, NPS and FollowApp create a powerful feedback loop. Here’s how:

  • Collect and Interact With Feedback Efficiently: Use FollowApp to send automated NPS surveys to your patients after their appointments. You can then interact with any feedback directly from our platform.
  • Analyse Responses: Gather and analyse the feedback broken down for you by groups of promoters, passives, and detractors. Identify the practice’s strengths and weaknesses raised by patients.
  • Take Action: Implement targeted strategies to address the concerns of detractors, engage passives, and encourage promoters to spread positive word-of-mouth.
  • Monitor Improvements: Continuously monitor your NPS to gauge the effectiveness of your interventions and make data-driven decisions that award you with a real competitive advantage.

Real-World Benefits

Practices that have implemented NPS and FollowApp report significant improvements in patient satisfaction and retention. By actively listening to patient feedback and making necessary adjustments, you can foster a loyal patient base and attract new patients through positive referrals.
The average NPS for healthcare industry is 27/100 and dentistry NPS tends to sit somewhere between 1/100 and 20/100.
In 2023, the average NPS score across our customers was 85.9/100.


Maria Franklin
Author: Maria Franklin