Reduce patient churn with MRKTmetrics Professional
Escape the reputation management trap and close the loop between patient loyalty and growth with the only Net Promoter Score (NPS) platform built for growing a practice. Half your problem is the stream of patients leaving your practice. We help you identify them before they leave using NPS.
How will NPS drive growth for your practice?
The NPS survey segments your patients by loyalty based on how likely they are to refer your practice to a friend or colleague. This simple question yields powerful insights that can predict practice growth...or decline. Here are the loyalty categories:
Promoters = Growth
Promoters have major loyalty to your practice and are telling their friends and colleagues about their experience. These are your referral generators!
Detractors = Churn + Decline
Detractors had a negative experience with your practice and they are talking to their friends in person and on social media.
Passives = Opportunity
Passives are typically your newest patients who have not formed a strong opinion yet. You have an opportunity to turn them into Promoters. But if they slip into Detractor territory, you could lose them.
Using NPS for Growth
Identify your detractors and address their issues before they damage you on social media and eventually leave your practice. Turn your Promoters into your best salespeople by making it easy for them to refer your practice to their friends With MRKTmetrics, we combine serious analytics with patient loyalty data and automation to get you out of the reputation trap and empower your practice with loyalty data so you can crush your practice goals.
Reduce patient churn and measure up to your peers.
You can save business from at-risk patients by addressing their problems as soon as they occur -- with MRKTmetrics you can text them NPS surveys immediately after their appointments insuring that they share issues they are having. And by improving retention, you reduce the costs of acquiring new patients. Our platform tracks lifetime NPS so you can see each patient’s history of loyalty.
With the MRKTmetrics dashboard, you can measure your NPS score against the national average. Use this to chart your progress as you increase your NPS over time.
Automate patient success.
Face it. You can’t make everyone happy all of the time. There are times when patients walk out of your practice unhappy. Instead of waiting for them to say something on social media or tell their friends, we help you address the issue sooner.
Once a Detractor is identified, you can automate an immediate custom response to de-escalate a situation before that patient takes their issue to Google Reviews. The MRKTmetrics platform can send an automated email and gift that acknowledges the patient’s issue using the reciprocity rule to calm a situation until someone can talk to the patient.
Don’t just get new patients, get better patients with referrals from your Promoters.
New patient quality matters. We help you identify your most loyal patients (Promoters), and empower them to refer their friends through our automated referral program. It’s like finding your next patients through your best patients!
Deep customer loyalty insights.
Using AI technology, we segment your NPS open survey responses using “smart tags” so you can see the key loyalty drivers (both positive and negative) for your practice at-a-glance. You might be surprised to find that 70% of your Detractors see “communication” as the main reason for their score, or that “insurance” is the main force behind 50% of your Promoters. Use these insights to super-charge your daily huddle and focus the team on metrics that grow your practice and your patient loyalty.
Patient NPS History.
See the history of each patient’s NPS score and comments over time in a familiar timeline view. Invaluable for the whole team!
Multichannel Survey Delivery (including texting!).
Reach your patients with NPS surveys according to their preference: on your website, via email and also via text. We also provide you with a simple landing page that you can link to from anywhere.
Your patient list is safe in our HIPAA-compliant setup whether you upload your patients manually or use one of our integrations.
API Software integration.
We connect with popular practice management and CRM software via a robust API including Salesforce, Dentrix, and more to come! This integrates NPS seamlessly with your customer sales stack.