Learner and hospital satisfaction is central to the concerns of companies offering online training. In this context, the Net Promoter Score (NPS) is an essential tool for evaluating and improving the services offered. But what does the NPS really reveal in the healthcare sector, and how does Safeteam Academy position itself?
Healthcare professionals, often under significant pressure, demand effective training tailored to their needs. Measuring their satisfaction is therefore a priority for innovative companies like Safeteam Academy.
This article explores the specific characteristics of NPS in the healthcare sector, highlights the performance of Safeteam Academy, and suggests ways to maximize the impact of e-learning training.
Understanding the Net Promoter Score (NPS)
NPS origins and methodology
NPS was introduced in 2003 by Fred Reichheld in his book The Ultimate Question. This indicator is based on a single essential question: "How likely are you to recommend our company/product/service to a friend or colleague?"
The answers are classified into three groups:
- Promoters (9-10): Highly satisfied users, ready to recommend the service.
- Passives (7-8): Satisfied users, but not very inclined to actively promote.
- Detractors (0-6): Dissatisfied users who are likely to share negative reviews.
NPS is calculated simply:
NPS score interpretation
An NPS score ranges from -100 to +100. In the healthcare sector, where service quality is vital, a score above 30 is often considered good, while a score of 50 or more reflects operational excellence.
NPS in the healthcare sector: a key quality indicator
Why is NPS strategic in healthcare?
The healthcare sector is particularly sensitive to user feedback. Patients, managers, and healthcare professionals demand:
- Impeccable quality.
- Solutions adapted to often complex environments.
- A frictionless overall experience.
In this context, the NPS becomes a reliable indicator for:
- Measuring patient and learner satisfaction.
- Identify the weaknesses of the services offered.
- Retain users by better meeting their expectations.
Benchmarks: NPS standards in healthcare
According to industry studies, the average NPS score in the healthcare sector is between 20 and 40, reflecting particularly high expectations. Scores above 50 are rare, and reflect exceptional performance.
Safeteam Academy's NPS scores: an exemplary case
A solid, satisfied learner base
Out of 10,500 learners who took Safeteam Academy e-learning courses, the NPS score reached 36. This result exceeds the industry average, highlighting :
- High overall satisfaction among participants.
- An optimized learning experience thanks to an intuitive platform and tailored content.
HR support and an exceptional setting
With an NPS score of 58 for supporting managers and HR departments in 253 client hospitals, Safeteam Academy is positioned as a leader in its field. This score illustrates:
- The effectiveness of the proposed personalized solutions.
- An approach focused on the specific needs of healthcare professionals.
Why are Safeteam Academy's NPS scores so high?
Innovative e-learning
Safeteam Academy favors interactive and engaging teaching approaches:
- Short and targeted modules.
- 24/7 accessibility to adapt to the constraints of professionals.
- Personalized follow-up to guarantee optimum progress.
Active listening to user feedback
Continuous improvement is at the heart of Safeteam Academy's strategy:
- Regular analysis of feedback from promoters and detractors.
- Rapid integration of suggestions to optimize content.
- Transparent communication with clients.
Recognized sector expertise
The Safeteam Academy team is composed of training and healthcare sector experts, ensuring a thorough understanding of the specific challenges and needs of learners.
Optimize NPS: lessons from Safeteam Academy
Identify the needs of detractors
Companies can improve their NPS by carefully listening to detractors. At Safeteam Academy, negative feedback is used to:
- Identify training weaknesses.
- Adapt content to unmet expectations.
Retaining promoters
Promoters play a key role in organic growth. Safeteam Academy invests in:
- Loyalty programs.
- Co-creation initiatives to involve customers in the development of solutions.
The future of NPS in healthcare
Integration of new technologies
Data collection and analysis tools are evolving rapidly. Solutions such as artificial intelligence and predictive analytics enable us to better understand learners' needs and anticipate their expectations.
Towards NPS 2.0?
Some companies are exploring additional indicators to refine their satisfaction analysis, such as the Customer Effort Score (CES) or the Customer Satisfaction Score (CSAT).
Training for healthcare professionals
Why use NPS in your evaluations?
For healthcare hospitals, NPS represents:
- A quick and easy measure to implement.
- A valuable source of information to guide strategic decisions.
- A way of comparing performance with other players in the sector.
FAQ
What is a good NPS score in the healthcare sector?
A score above 30 is considered good, and a score of 50 or more reflects exceptional excellence.
How did Safeteam Academy achieve an NPS score of 58 for executives?
Through personalized training, active listening, and constant adaptation to the needs of client hospitals.
Is NPS sufficient to assess learner satisfaction?
NPS is an excellent starting point, but it can be supplemented by indicators such as CES or CSAT.
Why are promoters so important?
They generate organic recommendations, contributing to the company's growth and awareness.
What are the challenges involved in improving NPS?
Understanding the expectations of detractors and turning passives into promoters remains a major challenge for companies.
How to integrate NPS into a continuous improvement program?
By regularly analyzing feedback, prioritizing improvement actions, and involving customers in the co-creation of solutions.
