With Reach Standard’s comprehensive dashboard, you can easily track the status of your campaigns in real-time. See what patients are saying about you, how they’re rating your clinic, and review key email statistics.
Select Time Period
Use the drop-down to view data by the selected period.
The top row displays crucial information about patient behavior and your campaigns.
- Open Rate is the percent of recipients who open (or view) a particular email. For example, if an email has a 40% open rate, then four out of every 10 recipients of that email actually opened it. This data point shows the average open rate across all active campaigns.
- Clickthrough Rate is the percentage of recipients who click on a link in an email after opening the email. For example, if an email has a 40% click-through rate, then four out of every 10 recipients who opened the email actually clicked on a link in the email.
- Unsubscribe Rate is the percentage of recipients who unsubscribe from an email list after receiving an email or group of emails. For example, a 1% unsubscribe rate indicates that for every 100 emails sent, one person unsubscribed.
- Email Collection is the percentage of patients in WebPT who have email addresses recorded. For example, 85% email collection indicates that you have email addresses for 85 out of every 100 patients.
Based on the performance of 1,000+ clinics, we can provide you with some expected benchmarks to help quantify the success of your campaigns.
- Open Rate: 50%
- Clickthrough Rate: 15-20%
- Unsubscribe Rate: Less than .5% (to put that in context, the typical unsubscribe rate for the healthcare industry is 5-8%). This tells us the content they receive is relevant and meaningful.
Net Promoter Score®
Your overall NPS and a breakdown of your detractors, passives, and promoters are automatically calculated for you, based on the results of your NPS surveys within the selected period.
- Net Promoter Score (NPS) is calculated by subtracting the percent of detractors from the percent of promoters. Scores range from -100 to +100. For example, if 80% of respondents are promoters and 10% are detractors, your NPS is +70. As discussed below, NPS should be a personal metric. Establish your baseline, and continually improve on your score.
- Promoters (scores of 9 and 10) are your practice’s enthusiasts. They’ll seek out your services, and encourage their friends and family members to do the same.
- Passives (scores of 7 and 8) are satisfied, but not necessarily loyal. These patients may find another provider if they think he or she will be a better fit.
- Detractors (scores between 0 and 6) are unhappy or dissatisfied patients who may communicate their dissatisfaction to their friends and family members, thus detracting from your practice.
The table below that section contains a running list of patient NPS responses, sorted by Name, Date, or Score.
It’s simple. All you need to do is ask your patients one question: on a scale of zero to ten, “how likely is it that you would recommend [practice name] to a friend or colleague?” Then, based on their response you can calculate an overall score for your practice—between -100 and 100—and determine whether the patient is a detractor, passive, or promoter.
- Promoters (scores of 9 and 10)
- Passives (scores of 7 and 8)
- Detractors (scores between 0 and 6)
How is my score calculated and what does it mean?
Reach calculates your score by subtracting the percent of detractors from the percent of promoters. For example, if 80% of respondents are promoters and 10% are detractors, your NPS is +70.
Essentially, the higher the NPS, the better—but the key is to calculate your NPS regularly and use each rating as a benchmark* for your business. The only way to go is up, and if that’s what you do, then it’s a reminder to keep up the great work and continually optimize processes and behaviors to further improve your ratings. If you tumble in ratings, you know you’ve got to right the ship before you lose (potentially more) patients.
*While everyone wants to score a perfect 100, it's important to remember that across industries the average NPS is 10-15, so anything 15+ would be above average. Global NPS standards consider 0-49 “Good”, 50-69 “Excellent”, and 70+ “World Class.”
What can I do with this information?
Because NPS surveys collect meaningful, real-time feedback, you can use that information to course correct before a small problem becomes a huge issue.
- Promoters: Ask for referrals and keep in touch in case they ever need to return to therapy.
- Passive: Ensure patients are paired with the therapists best suited to their needs, consider adjusting therapy plan if the patient feels stagnant.
- Detractors: Catch early dropout warning signs before the patient actually quits therapy, pinpoint problem areas, and adjust your clinical and operational workflows as needed. You should also consider implementing a real-time service recovery process. Check out this article for more information.