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Customer experience has a cardinal role to play in business today. In healthcare, its impact is accentuated manifold. It would not be imprecise to say that no other industry witnesses an intimate bond between the provider and customer than the healthcare industry.

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The Net Promoter Score (NPS) is a relationship survey that allows businesses understand whether customers would recommend them to others. However, the validity of survey results can get compromised as a result of many biases introduced into the data from sampling and administration procedures.