Many clients of veterinarians come from the referral of a friend or family member. This is very powerful. Tracking customer feedback to a question which measures this effectively is a powerful measure of the likelihood that a company is positioned for growth, according to Net Promoter Network at www.netpromoter.net. They recommend measuring results to one question that is asked of clients: "How likely is it that you would recommend [brand] to a friend or colleague?"
Answers that are possible include a ratings scale from 0 to 10. To calculate your Net Promoter Score, subtract the percentage of answers from 0 to 6 from the percentage who answer 9 or 10.
Satisfied customers are what is needed for a practice to be healthy. Measure customer satisfaction and consider the Net Promoter Score format for doing so.
