HUS customer satisfaction at historically high level
Keywords:At the end of August 2024, the Net Promoter Score (NPS) for measuring HUS customer satisfaction was 80. This is HUS’s highest score in the history of its customer satisfaction measurements and is proof positive that our patients are, as a rule, very satisfied.
HUS’s NPS score measuring customer satisfaction increased from 64 to 80 from the beginning of 2020 to the end of August 2024. The lowest possible score is -100 and highest +100.
The customer experience consists of many different factors and interactive situations that patients encounter: how the facilities work, whether the staff is friendly, what the treatment is like, whether the instructions are understandable, how the services are provided in digital channels, etc.
In addition to the NPS score, the question “What had the greatest impact on your experience?” is central to assessing the state of the customer experience. It reveals the successes of the work and areas needing improvement.
The customer experience is one of HUS’s strategic focus areas. The goal is that HUS will offer the best customer experience in Finland in 2027.
“Thanks go to our professional staff for this outstanding result. This was achieved through good, hard work that puts an emphasis on development. We’ve invested a great deal in customer orientation in recent years, and it is truly gratifying to see this reflected in the feedback we receive,” says Marja Renholm, Chief Nursing Executive (CNO).
How is the customer experience measured?
At HUS, customer experience is measured using the Net Promoter Score (NPS). NPS is a commonly used method for measuring customer experience. If an organisation's NPS score is higher than 0, most customers recommend the organisation. The lowest possible score is -100 and highest +100.
HUS collects feedback from customers by text message after their visit. In addition, feedback can be given on the HUS website. In 2023, HUS received nearly 600,000 NPS responses and approximately 350,000 open feedback responses.