Net Promoter Score for Northstar EAP

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Using a Net Promoter Score for EAP


Net Promoter Score (NPS) definition. NPS stands for Net Promoter Score which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single-question survey and reported with a number from the range -100 to +100, a higher score is desirable. A score above 70 is in the category of excellent. So the grading works a little differently than your middle school math test. 

Why Is NPS important?

NPS is simple, easy to compare, and acts as a measure of brand performance and our client journey rather than as feedback on an individual transaction. Using your clients positive reviews and interactions, help you model and continue refining for the clients whose experience could improve. Most companies track NPS regularly, but in this article, you'll learn why it should be a key metric you check often. While you might already have an understanding of NPS, it's important to know a few things about the system before we get started. 

At Northstar, one of the fundamental philosophies we share with our company partners is the importance of data and analytics. This enables better understanding of your organization and improved decision making and service.

Part of our service is to provide robust HIPAA compliant utilization reporting.

However, the satisfaction metrics can feel intangible despite solid engagement. At Northstar, we are committed to providing an exceptional experience for your employees' mental health journey. We recently began using the Net Promoter Score* (NPS) approach to regularly survey our EAP clients.

We are delighted to announce these results and comments from your employees.

Clients rated their experience with Northstar EAP a 9 out of 10 (average)

The Northstar NPS* rating for that same time period was 72%

* Companies with a NPS score between 71-100 are considered to be among the absolute best in their industry.

Employee survey comments we also wanted to share:

  • "I want to thank Northstar EAP for being so responsive in assisting and getting me to one of the best counselors I've ever had. Please send compliments to your customer support staff as well as the EAP Counselor I worked with."
  • "The service was wonderful."
  • "Very responsive and easy to use."
  • "My experience was definitely a 10. I really enjoyed my experience talking with the therapist. Thanks for everything!!"
  • "Intake process and the entire process was smooth and easy."
  • "10 out of 10. The EAP counselor I worked with was helpful and accommodated my schedule. She was phenomenal."
  • "Was a great experience, I look forward to working with Northstar again."

All feedback is important to us. In the event we receive feedback that falls below a 6, our customer care team personally contacts the employee for specific feedback so we can identify areas of improvement for the best possible user experience.

The NPS system is easy to use, understand, apply, and learn from. We value the end-user journey and are unsure of any other EAP surveying the client experience this closely. At Northstar we realize we work with sensitive information and uphold HIPAA compliant standards, so having actionable data to reference is important in telling the story of our clients and giving our partners the ROI they want and deserve for their EAP program. If you take care of your people, you are taking care of business. Northstar takes care of your people so you can take care of everything else. 

This survey was given to Northstar clients using their EAP benefits from Oct 2022 - March 2023.*

 

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