Frequently Asked Questions
Q: Why does Home Care Pulse use a 1-10 scale instead of a 1-5 scale?
A: Research by many outside companies has indicated that a scale with more options produces more accurate results. Many people who are very pleased with services are reluctant to give a perfect score to indicate that there is always room for improvement. A 1-10 scale provides a better option for them to give a less-than-perfect score while still giving a high score that classifies them as promoters.
Q: Why are 5 and 6 detractors? Isn’t an average number okay?
A: In school, a 5 out of 10 is still an F. The purpose of Net Promoter Score is to identify the clients who are thrilled with your services. If someone talks about your agency in a lukewarm way, they may have different needs than someone who is already thrilled.
Q: Why do clients’ scores sometimes not match up with their feedback?
A: For example, a client may say that they can’t think of anything that can be improved, but still rate your agency a 7 out of 10. In cases like this, they may simply be lacking the “wow” factor. Remember that 7 and 8 are passives—clients who are satisfied but not enthusiastic. They might say good things about your agency because their needs are being met, but it will take something above and beyond to turn them into an enthusiastic promoter of your services.
Q: How can I compare my NPS to that of other businesses?
A: Net Promoter scores vary significantly by industry. It’s best to compare your NPS to your own historical score and to the overall home care industry NPS found in the Home Care Benchmarking Study.
Tracking Your Net Promoter Score
If you’re not using our service and are interested in learning more about tracking Net Promoter Score and managing your client satisfaction, schedule a free demo today to learn more. If you’re already a Home Care Pulse customer and have more questions about using Net Promoter Score, contact your Customer Success Manager today.
What other questions do you have? Let us know in the comments below!