Availity Access provides a glimpse into the people behind our products. It features commentary on challenges facing the healthcare IT industry and how Availity helps providers and health plans better share patient information. In this episode, we discuss the Net Promoter Score (NPS) and how Availity uses the survey’s findings to improve user experience with its solutions.
A company’s NPS is calculated based upon customer survey responses from a single question: “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or a colleague?” Based on the rating, a customer is classified in three categories: detractors, passives, and promoters.
To help us understand how companies in the healthcare industry use these ratings, Availity Access welcomes Brian Kagel, Director of Market Research for Availity. Brian also offers insight into how Availity has used NPS surveys to identify and address customer concerns.
Watch this episode of Availity Access to learn more about NPS and how it’s driving change in Availity’s products and processes.