We invited Debora Tineo, customer experience and quality manager at Athena Saúde, to help us understand the main indicators of success in measuring NPS.
What are the successful KPIs identified after the first NPS measurement?
| KPI’s | Results |
| NPS | 49.2 |
| Detractor | 14.8% |
| Response rate (Email and SMS) | 5.21% |
| Sampling error | 18.5% |
| Comment Rate | 32.8% |
What was the initial challenge?
Debora: “Consolidate all patient/beneficiary experience indicators from all brands in a single system, and quickly”.
What were the insights gained after the first NPS measurement?
Debora: “In the first NPS measurement we were able to notice several important points, one of them was the need to increase engagement, in addition to identifying several possibilities for improvement from the comments and the need to deal properly with detractor patients”.
- Increase engagement.
- Insights from comments.
- Need for negotiation.
What are the first improvement actions after the first NPS measurement?
Debora: “The first actions were the organization of the team and division of tasks, creating focus groups in each hospital, in addition to a periodicity of consolidation of reports for each department. We meet monthly to analyze the comments in order to adjust the processes. Another action was the creation of marketing campaigns to help us with internal employee engagement communication, to present what NPS was and the concepts of a patient-centered culture”.
- Team organization.
- Consolidation of reports for the responsible areas.
- Marketing campaigns for internal engagement.
- Creation of a process of negotiations.
Evolution of Athena Health since the first measurement
| 1st month – June 2019 | 19th month – December 2020 | |
| Brands | 8 | 17 |
| Matchdays | 8 | 125 |
| Levels in the Hierarchy | 5 | 5 |
| Channels | 2 (email and SMS) | 4 (email, SMS, QR code and tablet) |
| Fire Volume | 1,170 | 325,418 |
| Volume of Responses | 61 | 37,970 |
| Engagement | 5.21% | 11.7% |
| Comment Rate | 20 (32.8%) | 13,280 (35%) |
| NPS | 49.2 | 80 |
| Promoters | 63.9% | 86% |
| Neutral | 21.3% | 8.1% |
| Detractors | 14.8% | 5.9% |
| Sampling Error | 18.5% | 0.53% |
| Onboarding and setup time | 30 days |
Who is Athena Saúde?
Athena Saúde is a holding company created from the union of operators, hospitals and the Pátria investment fund, and today it is one of the largest supplementary health companies in the country, operating through health insurance companies, hospitals, clinics and outpatient clinics in the states of Paraná, Espírito Santo, Piauí, Maranhão and Rio Grande do Norte.
Today the group has 497 thousand beneficiaries, 4 operators, 47 clinics and 7 hospitals, accounting for 3.5 million consultations annually.
Brands: Samp; Santa Rita Saúde; Medplan; Human Health; Medimagem; Oncomedical; Good Samaritan Hospital; Santa Maria Hospital; Medimagem Maternity; Vitória Hospital; Vitória Apart Hospital; Prontomed; Prontomed Infantil; Maranhão Medical Center.
