The Net Promoter Score (NPS) for Insight Into Client Experiences in Sexual and Reproductive Health Clinics

Koladycz, Rebecca; Fernandez, Gwendolyn; Gray, Kate; Marriott, Heidi

doi:10.9745/ghsp-d-18-00068

Cited by 38 publications

(68 citation statements)

References 6 publications

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“…According to the 2017 MSION client exit interviews, 54.2% of MSION clients knew which method they wanted before coming for the service, demonstrating the importance of community-level awareness raising, especially for a new and lesser-known method such as the LNG IUS. Recommendations from friends and family played an important role for LNG IUS social franchise clients, with almost 40% hearing about the LNG IUS from friends or family, suggesting a valuable role for LNG IUS “satisfied users” in awareness-raising and demand-creation activities 18 . This indicates that uptake may remain low until there is a critical mass of voluntary early adopters, which will require more demand-side activities and a longer time frame than were possible for this program.…”

Section: Discussionmentioning

confidence: 99%

Experiences With the Levonorgestrel Intrauterine System Among Clients, Providers, and Key Opinion Leaders: A Mixed-Methods Study in Nigeria

Eva

Nanda

Rademacher

et al. 2018

Glob Health Sci Pract

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Between September 2016 and December 2017, Marie Stopes International Organisation Nigeria introduced the LNG IUS in 16 Nigerian states to increase method choice. Just under 1,000 devices were inserted, representing less than 1% of all long-acting reversible contraceptives provided. Qualitative feedback from opinion leaders, providers, and LNG IUS users found important benefits to users and suggested coordinated demand- and supply-side activities, including user champions and supportive providers to generate interest in the method, would be needed for successful scale-up.

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Section: Discussionmentioning

confidence: 99%

Experiences With the Levonorgestrel Intrauterine System Among Clients, Providers, and Key Opinion Leaders: A Mixed-Methods Study in Nigeria

Eva

Nanda

Rademacher

et al. 2018

Glob Health Sci Pract

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“…A positive score is considered good; a negative score is considered bad [44]. This methodology has been used as a predictor of growth and an indicator of customer satisfaction in for-profit industries, and it provides insight into the client experience in nonprofit health care settings [45].…”

Section: Methodsmentioning

confidence: 99%

A Mobile System to Improve Quality of Life Via Energy Balance in Breast Cancer Survivors (BENECA mHealth): Prospective Test-Retest Quasiexperimental Feasibility Study

Lozano‐Lozano¹,

Cantarero‐Villanueva²,

Martín-Martín³

et al. 2019

JMIR Mhealth Uhealth

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Background Energy balance is defined as the difference between energy expenditure and energy intake. The current state of knowledge supports the need to better integrate mechanistic approaches through effective studies of energy balance in the cancer population because of an observed significant lack of adherence to healthy lifestyle recommendations. To stimulate changes in breast cancer survivors’ lifestyles based on energy balance, our group developed the BENECA (Energy Balance on Cancer) mHealth app. BENECA has been previously validated as a reliable energy balance monitoring system. Objective Based on our previous results, the goal of this study was to investigate the feasibility of BENECA mHealth in an ecological clinical setting with breast cancer survivors, by studying (1) its feasibility and (2) pretest-posttest differences with regard to breast cancer survivor lifestyles, quality of life (QoL), and physical activity (PA) motivation. Methods Eighty breast cancer survivors diagnosed with stage I to IIIA and with a body mass index over 25 kg/m2 were enrolled in this prospective test-retest quasi-experimental study. Patients used BENECA mHealth for 8 weeks and were assessed at baseline and the postintervention period. Feasibility main outcomes included percentage of adoption, usage, and attrition; user app quality perception measured with the Mobile App Rating Scale (MARS); satisfaction with the Net Promoter Score (NPS); and barriers and facilitators of its use. Clinical main outcomes included measuring QoL with the European Organization for Research and Treatment of Cancer QoL Questionnaire Core 30 (EORT QLQ-C30), PA assessment with accelerometry, PA motivation measure with a Spanish self-efficacy scale for physical activity (EAF), and body composition with dual-energy x-ray absorptiometry. Statistical tests (using paired-sample t tests) and Kaplan-Meier survival curves were analyzed. Results BENECA was considered feasible by the breast cancer survivors in terms of use (76%, 58/76), adoption (69%, 80/116), and satisfaction (positive NPS). The app quality score did not make it one of the best-rated apps (mean 3.71, SD 0.47 points out of 5). BENECA mHealth improved the QoL of participants (global health mean difference [MD] 12.83, 95% CI 8.95-16.71, P<.001), and EAF score (global MD 36.99, 95% CI 25.52-48.46, P<.001), daily moderate-to-vigorous PA (MD 7.38, 95% CI 0.39-14.37, P=.04), and reduced body weight (MD −1.42, 95% CI −1.97 to −0.87, P<.001). Conclusions BENECA mHealth can be considered feasible in a real clinical context to promote behavioral changes in the lifestyles of breast cancer survivors, but it needs to be enhanced to improve user satisfaction with use and functionality. This study highlights the importance of the use of mobile apps based on energy balance and how the QoL of breast cancer survivors can be improved via monitoring.

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“…Results of presented case studies are very preliminary and based on NPS, which is not commonly used in academic research despite the value of NPS as a predictor or indicator of customer satisfaction and loyalty (https://www.lightercapital.com/blog/net-promoter-score-how-to-calculate-nps/). This opens a room for further studies to document the value of NPS, although there are some pioneer attempts (Koladycz, Fernandez & Gray, 2018), which are indicating that usage of NPS is "promising approach to gaining insight into the client experience" (p.1). If HR is to consider employees and/or future employees as clients and customer, then usage of NPS internally, within companies, is another quite untapped area for academic research.…”

Section: Future Research Directionsmentioning

confidence: 99%

Compelling Business Need Framework for Driving Employees’ Engagement

Jovanovic¹

2019

LIMEN - International Scientific-Business Conference - Leadership, Innovation, Management and Economics: Integrated Politics Of

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In the today's economy that is constantly disrupted and challenged it is important to have motivated and engaged employees as they contribute more to the business in terms of productivity, they are more committed and create higher customer satisfaction. Unfortunately, many companies fail at the very beginning of the journey by not succeeding to onboard employees and get their buy-in for the business strategy. The aim of the article is to outline a specific and practical step-by-step framework for generating employees' engagement, not only in executing strategy, but also throughout their active participation in creating it-all enriched by illustrative case study.

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The Net Promoter Score (NPS) for Insight Into Client Experiences in Sexual and Reproductive Health Clinics

Cited by 38 publications

References 6 publications

Experiences With the Levonorgestrel Intrauterine System Among Clients, Providers, and Key Opinion Leaders: A Mixed-Methods Study in Nigeria

Experiences With the Levonorgestrel Intrauterine System Among Clients, Providers, and Key Opinion Leaders: A Mixed-Methods Study in Nigeria

A Mobile System to Improve Quality of Life Via Energy Balance in Breast Cancer Survivors (BENECA mHealth): Prospective Test-Retest Quasiexperimental Feasibility Study

Compelling Business Need Framework for Driving Employees’ Engagement

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