When it comes to understanding your customer base, one of the most critical questions you can ask is, “Which of our patients are we making the happiest and the least happy?” At Feedtrail, we’re dedicated to helping you answer this question with precision and clarity. Our latest patient experience insights reveal fascinating trends that could revolutionize the way you approach patient satisfaction—particularly when it comes to age.

 

Imagine being able to use your patient experience data to pinpoint exactly which age group is consistently delighted with your services, and which might need a little extra attention. This isn’t just a “nice-to-know” statistic- it’s the key to unlocking targeted strategies that can elevate your Net Promoter Score (NPS) across the board.

 

Understand What NPS Is and How It’s Measured

 

NPS is one of the most widely used and accepted metrics to keep up with consumer experience and better anticipate business growth in the future. NPS is generated by asking “How likely is it that you would recommend us to a friend or colleague?” with responses scored on a 0 to 10 scale. The score is calculated by taking the percentage of promoters and subtracting the detractors and the NPS range is -100 to 100, with a score above 50 considered excellent.

 

Insights from Healthcare NPS Data: Older Patients Are Happier, Younger Patients Need Attention

 

We analyzed healthcare NPS data from over 760,000 patient surveys during January 2024 to July 2024 by age group and uncovered some compelling trends. Diving into the patient experience data we see that patient satisfaction isn’t distributed equally across all ages. The NPS data reveals that older patients, particularly those aged 56 and up, are significantly happier with the healthcare services provided. Their NPS scores consistently soar in the 90s, with those over 65 being the most satisfied of all.

 

On the flip side, younger age groups, especially those aged 19-35, show lower NPS scores. While still relatively satisfied, their scores are notably lower, hovering in the mid to high 70s. These insights are a goldmine for any healthcare organization looking to improve patient satisfaction.

 

By understanding that younger customers are having worse experiences than their older counterparts, you can tailor your services, communications, and engagement strategies to better meet their expectations. You can look at the patient survey feedback from patients aged 19-35 to pinpoint issues and areas or processes to target for improvement. Additionally, you can customize the survey questions you send to younger patients to better understand their experiences.

 

This is where targeted improvement strategies can make all the difference. Whether it’s enhancing digital experiences for tech-savvy younger customers or providing more personalized care for older ones, the opportunities are endless.

 

Why NPS Insights Matter for Your Organization’s Growth

 

Why does this matter? Because the key to sustainable growth lies in your ability to delight every customer, regardless of age. If your younger customers aren’t as happy, they’re less likely to be loyal and recommend your services to others. Even though the NPS scores for the different age groups are in the excellent range, each point bump in your NPS score ties directly to revenue growth.

 

Research found that a 10 point increase in your NPS score correlates with a 3.2% increase in revenue. Similarly, the London School of Economics calculated that a 7% increase in NPS equates with a 1% increase in overall revenue. Creating happy patients also creates a healthier bottom line.

 

Feedtrail Customer Success: CHOC’s ED historically had a low Net Promoter Score, but within five months of deploying Feedtrail, deeper insights allowed them to understand where to focus improvements and they increased their NPS by an impressive 54 points.

 

Uncover Insights from Your Patient Experience Data with Feedtrail

 

So, I ask you: Do you know which age group is the happiest with your services? If not, now is the time to find out. With Feedtrail’s insights, you can ensure that every patient demographic leaves feeling satisfied and valued. After all, in today’s competitive landscape, understanding your customers’ happiness isn’t just an advantage—it’s a necessity.

 

Ready to dive deeper into your NPS? Contact Feedtrail today to learn how we can help you understand your customers better than ever before to ensure loyal patients and grow revenue.

 

 

 

 

About Ryan Phillips, Customer Success: Ryan Phillips is a member of the Feedtrail Customer Success team and based in Long Beach, California. Ryan’s background in management consulting allowed him to bring expertise in software deployment and professional services to Feedtrail as the company’s first employee. Since then, Ryan has played a pivotal role in implementing, supporting, and strategizing with customers both large and small. Ryan has also had in hand in facilitating the development of the Feedtrail XM Platform applications such as employee experience, flexible messaging, and rounding.