If you have been a WELL user for a couple of months, you might have encountered a small survey that pops up at the bottom of your screen while using the app. This survey shows up every 90 days for each user and asks one simple question: How likely are you to recommend WELL to a friend or colleague? You are given the option to select a score from 0-10 that ranges from not at all likely to extremely likely. WELL Health uses this survey to calculate the Net Promoter Score (NPS) to identify ways in which we can improve our product and increase overall user satisfaction. Never heard of NPS before? Continue reading this article to find out more!
What is NPS?
NPS stands for Net Promoter Score and is calculated based on the response to one general question: How likely are you to recommend our product to a friend or colleague? Users are generally presented with a scale from 1-10 to answer the question based on their satisfaction with the product. NPS is used as a measurement tool for customer satisfaction and has been widely adopted by large companies across various industries throughout the world.
Why is NPS important?
When users complete the NPS Survey, WELL is provided with important feedback that can be used to identify specific issues that need to be addressed to improve our product. The more feedback we receive, the more information we have to create a product that meets the needs of all users.
How is NPS used in WELL?
For each WELL user, the NPS survey will appear every 90 days at the bottom of the screen while using the app. It takes just a couple seconds to answer the question and provide us with a score that you believe WELL deserves.
After giving a score from 0-10, each user will be given the option to explain why they chose that number. Any and all feedback is welcome. If you have had a positive experience using WELL, we would love to hear some details! What is your favorite feature within the app that facilitates easier, more effective communication? How has WELL improved your overall experience communicating with both patients and coworkers?
On the other hand, we understand that technology is never perfect and there are always areas that can be improved. If there are specific features within WELL that you think could use improvement, we encourage you to share your opinion so we can work together to provide the best product possible for all users.
We hope that you are able to take a couple of minutes to complete our survey and encourage the rest of your team to do so as well!