Loyal patients are an asset to any health care business since they are more likely to refer other potential clients. That’s why patient feedback is vital for the company’s decision-making processes.

There’s an old saying, “What doesn’t get measured, doesn’t get done.” To that end, performance metrics continue to be the cornerstone of pay for performance alignment. Recently there’s been quite a ...

You probably can because, believe it or not, there is actually broad consensus within the business community about what that question should be: Fred Reichheld, the Bain & Co. executive who created ...

Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself.

Are your customers likely to recommend your business to their friends? The answer can make or break your business. Most start-ups know whether their customers are satisfied. But once you build your ...