Home Health Care News August 28, 2024
Home care clients are experiencing higher satisfaction with caregivers post-pandemic, but that satisfaction does not always extend to their providers.
Overall customer satisfaction and Net Promoter Score (NPS) increased for the first time since 2020 to 6.4, according to the 2024 Activated Insights Benchmarking Report. In 2020, the industry saw an NPS of 6.7, which dipped to 6.0 in 2021. Customers ranked their care staff’s ability as their highest source of satisfaction, followed by caregiver compatibility. However, the report indicates that customers are least satisfied with communication from their provider and say they wouldn’t always recommend them.
NPS is a metric used to measure customer satisfaction, loyalty and enthusiasm. It gauges how likely customers are to recommend a company to...
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