What is a Net Promoter Score (NPS)?

Net Promoter Score®, or NPS®, measures customer experience. Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend HARTZ Physical Therapy to a friend or colleague?

Based on the answer, respondents are grouped as Promoters (score 9-10), Passives (score 7-8) or Detractors (score 0-6).  Subtracting the percentage of Detractors from the percentage of Promoters yields the Net Promoter Score, which can range from a low of -100 (if every customer is a Detractor) to a high of 100 (if every customer is a Promoter).  Given the NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, +50 is “Excellent,” and above 70 is considered “world class.”

HARTZ Physical Therapy is proud to have achieved an
average Net Promoter Score in 2019 of 96.

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