Rebecca Koladycz|Gwendolyn Fernandez|Kate Gray|Heidi Marriott
The Net Promoter Score (NPS) for Insight Into Client Experiences in Sexual and Reproductive Health Clinics
International Planned Parenthood Federation
net promoter score nps metric commonly used fortune 500 companies measure customer experience calculated using 0to10 scale answer 1 question likely would recommend company x friend colleague despite value methodology predictor growth indicator customer satisfaction forprofit industries uptake nps slower social sector due concerns applicability acceptability noncommercial settings particularly among lowliteracy populations address concerns conducted series smallscale pilots el salvador india kenya nigeria test different implementation approaches nps sexual reproductive health clinicsincluding facetoface interviews guided drop box integration nps question existing client exit interview selfadministered volunteerassisted online surveys using tablets clinicsand compared traditional 0to10 number scale emojiface scale findings showed nps effectively adapted use lowresource health clinics among lowliteracy clients using number scale statistically significant difference mean likeliness recommend services using emoji versus numerical scales india however statistically significant difference using guided drop box approach versus facetoface interviews combined demographic serviceuse questions nps generated useful insights client groups less likely recommend services providing online survey tablets efficient methodology implementing nps selfadministered approaches may limited clients level literacy comfort technology client populations lower nps advise using qualitative feedback process elicit critical feedback identify actions improve experience experience testing implementing nps srh clinics diverse settings suggests promising approach gaining insight client experience nonprofit health care settings