Every year we ask patients “how likely are you to recommend ForeseeHome to a friend or colleague” as part of our outreach to determine our Net Promoter Score®, or NPS®. The NPS measures customer experience and is a core indicator used by customer-centric companies around the world.
Here are the highlights from our most recent NPS survey:
- 64% of our actively testing patient base participated in the survey evaluating their experiences in 2023
- We scored a 50, which is considered a great score on the NPS scale (see image above)
- Our NPS rose 14 points from the 2022 survey, which was already measured in the “great” category
- 65% responded as promoters of the ForeseeHome AMD Monitoring Program, meaning they rated us a 9 or 10 on a scale of 1-10
In addition to the traditional NPS survey question, 43% of patients agreed to answer additional questions about their ForeseeHome experience. These were the top responses:
- “Protection of my vision in addition to regular visits to the doctor” in response to what they felt was the valuable part of their experience
- “Feedback about my testing” in response to what could be improved
Based on the survey and ongoing feedback from patients, we have the opportunity to provide better information on the ForeseeHome Portal for testing information, explain the value of “false positive” alerts, and provide more personalized communications. We look forward to working on these initiatives and continuing to provide an excellent service for our patients.
