ArticleHealth expectations : an international journal of public participation in health care and health policy2015
The Net Promoter Score--an asset to patient experience surveys?
Article in Health expectations : an international journal of public participation in health care and health policy, 2015. The graph could read no effect estimate from its abstract, so it casts no vote on the map. It is linked to 3 registered trials, which are not on this map. Cited by 83 papers, 2 of them syntheses that pooled it.
What it found
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
Trials whose registry record cites this paper, or whose number appears in the abstract. A trial that started after this paper was published is citing it as background, not reporting it.
The PCORnet Blood Pressure Home Monitoring Study
EngageRx With Integrated Self-Measurement of Blood Pressure
Tailored Brain Health Insights Through Nurturing Knowledge-based Change - Stakeholder-driven, Human-centered, AI-powered Refinement for Prevention (THINK-SHARP)
Who cites it
83 citing papers in PubMed, 2 syntheses or guidelines pooled it, 183 citations in OpenAlex.
- Digital Health Interventions Are Effective for Irritable Bowel Syndrome Self-Management: A Systematic Review.Digestive diseases and sciences · 2025Pooled it
- The ultimate question? Evaluating the use of Net Promoter Score in healthcare: A systematic review.Health expectations : an international journal of public participation in health care and health policy · 2022Pooled it
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- Hospital-Level Care at Home for Adults Living in Rural Settings: A Randomized Clinical Trial.JAMA network open · 2025Trial
- Patient-Clinician Communication Interventions Across Multiple Primary Care Sites: A Cluster Randomized Clinical Trial.JAMA health forum · 2024Trial
- Development and feasibility of stratified primary care physiotherapy integrated with eHealth in patients with neck and/or shoulder complaints: results of a mixed methods study.BMC musculoskeletal disorders · 2023Trial
- Effectiveness of Standard vs Enhanced Self-measurement of Blood Pressure Paired With a Connected Smartphone Application: A Randomized Clinical Trial.JAMA internal medicine · 2022Trial
- Trial
- A Smartphone-Based Health Care Chatbot to Promote Self-Management of Chronic Pain (SELMA): Pilot Randomized Controlled Trial.JMIR mHealth and uHealth · 2020Trial
- Real-Time Physical Activity Self-Monitoring in Patients Hospitalized for Cardiology Care: Interrupted Time Series Analysis.JMIR cardio · 2026Article
- Lessons learned from a trial on integrated and proactive care for patients with complex needs (Hotspotters project): a process evaluation.medRxiv : the preprint server for health sciences · 2026Article
- Decision Preparedness and User Experience with a Urinary Incontinence Patient Decision Aid in U.S. Primary Care.International urogynecology journal · 2026Article
- Continuous Local Antibiotic Perfusion for Refractory Musculoskeletal Infections: Functional and Patient-reported Outcomes in a 13-Case Series.Journal of orthopaedic case reports · 2026Article
- TeleICU obstetrics: a strategy to decrease maternal mortality in Brazil.BMJ global health · 2026Article
- Longitudinal and Multimodal Recording System to Capture Real-World Patient-Clinician Conversations for AI and Encounter Research: Protocol for an Observational Study.JMIR research protocols · 2026Article
- Assessment of critical care education in the context of a Tele-ICU implementation.ATS scholar · 2026Article
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- Women's Satisfaction with Gynecological Healthcare Services in a Public Tertiary Facility: A Questionnaire Study.Healthcare (Basel, Switzerland) · 2025Article
- Enhancing Post-Discharge Care for People Who Have Had an Acute Myocardial Infarction in Portugal: Insights From Patient Journey Mapping.Health expectations : an international journal of public participation in health care and health policy · 2025Article
23 more citing papers are in PubMed but not listed here.
Corrections and comments
PubMed lists nothing against this paper. Absence here is not a guarantee, only a check that was made.
Authors and funding
4 authors at 2 institutions in 1 country.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundIn the search for more straightforward ways of summarizing patient experiences and satisfaction, there is growing interest in the Net Promoter Score (NPS): How likely is it that you would recommend our company to a friend or colleague?
objectiveTo assess what the NPS adds to patient experience surveys. The NPS was tested against three other constructs already used in current surveys to summarize patient experiences and satisfaction: global ratings, recommendation questions and overall scores calculated from patient experiences. To establish whether the NPS is a valid measure for summarizing patient experiences, its association with these experiences should be assessed.
methodsAssociations between the NPS and the three other constructs were assessed and their distributions were compared. Also, the association between the NPS and patient experiences was assessed. Data were used from patient surveys of inpatient hospital care (N = 6018) and outpatient hospital care (N = 10 902) in six Dutch hospitals.
resultsAnalyses showed that the NPS was moderately to strongly correlated with the other three constructs. However, their distributions proved distinctly different. Furthermore, the patient experiences from the surveys showed weaker associations with the NPS than with the global rating and the overall score.
conclusionsBecause of the limited extent to which the NPS reflects the survey results, it seems less valid as a summary of patient experiences than a global rating, the existing recommendation question or an overall score calculated from patient experiences. In short, it is still unclear what the NPS specifically adds to patient experience surveys.
Indexed as
Identifiers
What OpenQuestion holds
Registered trials
Read under generation 80e0d062 · epoch 390. Bibliography from PubMed, PubMed Central and OpenAlex; grants from NIH RePORTER; trial links from ClinicalTrials.gov; estimates, votes and beliefs from the OpenQuestion graph.