According to Deloitte, “Analytics enables ACOs to budget for the health care expenses of a defined population by analyzing the data over time to identify trends and spot gaps in care relative to that population. Analytics enables better risk stratification, providing better visibility to the return on investment (ROI) of population health programs.”
A big question facing any organization looking at population health platforms is: how can Accountable Care Organizations (ACOs) and Clinically Integrated Networks (CINs)assess and evaluate the various population health analytics platforms? How can we tell if clients are happy and if the vendor is delivering to the expectations of the client base?
When your value-based care performance bonuses are based on customer satisfaction, shouldn’t you also evaluate your partners on this metric?
While there are several ways to evaluate both the product and the vendor, one reliable and proven method is to consider their Net Promoter Score (NPS). NPS is a customer experience metric used by companies worldwide to measure how likely their customers are to recommend them, their products, or services. The NPS survey asks, “How likely are you to recommend this product, service, or company to a friend or a colleague?” Typically, companies follow up with an open-ended question to learn why a customer chose their score.
Respondents rate companies on a scale of 1 – 10. The results will categorize the company as promoters, passives, or detractors, depending on the score they give. Let’s break those down:
A company’s NPS is the percentage of promoters minus the percentage of detractors. With a total score range of negative 100 to positive 100, Bain & Company, the creators of NPS, suggest that scores above 0 are good, above 20 are favorable, above 50 are excellent, and any score over 80 is considered world-class and rarely attainable. Companies in this range can reliably be considered among the absolute best in their industry.
Imagine that you’ve asked a friend about their experience at a restaurant. If they told you: “Well, technically they provided us with food, and that food didn’t make us sick, so I’d give it a 5 out of 10” – I’m guessing you wouldn’t visit that restaurant(unless you’re way more adventurous than me). And you certainly wouldn’t call your friend a fan (or promoter) of that restaurant based on that feedback. They didn’t say anything negative, per se, but it’s also clear that they weren’t endorsing the restaurant.
A company’s NPS score helps simplify the evaluation of people’s true feelings for their products and services. It clearly delineates customer loyalty - who is a truly enthusiastic supporter & promoter of a company, who was merely “satisfied”, and those who would not recommend a company.
ACOs and CINs should consider adding the NPS metric to their evaluation criteria as an important variable when researching population health analytics platforms to uncover how happy, or unhappy, the actual paying customers and end users are.
In 2024, its clients awarded Koan Health a “world class” NPS score of 85. The average NPS score for the healthcare industry falls between +38 and +58. The average NPS score for SaaS Data and Analytic vendors in the payer and life science space is +36. When comparing numbers, Koan Health’s score of 85 is more than double the industry average score.
“At Koan Health, we prioritize data integrity and transparency,” said Tom Pham, CTO of Koan Health. “We're thrilled that our clients recognize our team's responsiveness, expertise, and dedication. We're passionate about empowering ACOs with the most accurate and reliable transparent insights they need to achieve their business goals through our Datalyst™ platform.”
In the NPS survey, Koan Health clients identified their top Datalyst population health analytics platform capabilities as:
“A critical question when evaluating population health platforms is how Accountable Care Organizations (ACOs) and Clinically Integrated Networks (CINs)can assess these solutions,” said DT Nguyen, CEO of Koan Health. “The NPS metric offers valuable insight into client satisfaction, revealing how happy current customers are with the chosen platform and partner.”
Choosing the right partner is a mission-critical decision. You need to rely on the quality and integrity of the data and analytics that will inform your performance improvement actions. As you evaluate the various analytics platforms available to ACOs and CINs, consider asking each vendor for their NPS score and speak directly with their clients using the solution. This is a valuable metric and just like analyst reports, financial stability, operating costs, third-party evaluations, and colleague recommendations, it should be factored into your overall decision process on which platform would best serve your needs as your value-based care journey continues.
Interested in a deeper dive into Koan Health and our NPS? Contact us and let’s have a conversation.
Book a demo with one of our team to learn more about Datalyst™ today.
