In my last blog post I introduced the concept of the Net Promoter Score (NPS) as an extremely useful metric to measure the customer service experience in your practice. You determine your NPS by asking the simple question, ‘How likely is it that you would recommend our dental office to a friend or colleague on a scale of 0-10 with 10 being Extremely likely and 0 being Not at all likely.’ We are now incorporating this question as a simple exit survey and asking all patients to answer this question at the end of their appointment. I am excited to track our performance and look for ways to increase our NPS!
We have also started asking our patients to rate us on Google. Below are the Google ratings we have received just in the last two weeks. Google uses a star system from 0-5 stars, with five stars being the highest rating and we were thrilled to see that all of our reviews thus far are five star ratings! Here are the actual reviews:
Nov 10, 2011 Five Stars
I drive almost a hour each way to come to Lifesmiles Dental…. they are very friendly and have a great staff… I would recommend anyone visit them…
Nov 10, 2011 Five Stars
Dr Nielson and his staff are just great. We love our dental hygienist Kelli. I have always had fears of dentists but Dr Nielson and his staff makes me feel comfortable and at ease.
Nov 9, 2011 Five Stars
Excellent dental care. Friendly staff and relaxed atmosphere. Very pleased with everything.
Nov 9, 2011 Five Stars
Dr. Nielson has replaced some of my old fillings–hands down the most-pain free dental experience I have ever had! I didn’t even feel the injection! He is also very kind-hearted, and I feel like he genuinely cares about his patients. Dr. Nielson also takes care of my three children, and they all love going to see him and the hygienists who are both super friendly and gentle. Beautiful office. Great views. Clean and calm.
Nov 1, 2011 Five Stars
Wonderful experience every time! They are always on time with their appointments, nice office, friendly staff and a great location. We all (yes even the little one’s) love Kelli!
Oct 28, 2011 Five Stars
Great experience every time. They go out of their way to make you feel comfortable and cared for. State of the art equipment and office, friendly knowledgable staff
Nov 10, 2011 Five Stars
Dr. Nielson and the entire team at LifeSmiles are excellent! They all treat me like family and Dr. Nielson is an extremely skilled Dentist.
Oct 27, 2011 Five Stars
Dr Nielson and staff are super friendly and couldn’t ask for better dentistry! !!!
Oct 27, 2011 Five Stars
Dr. Nielson Rocks!!!
Not only is it very gratifying to see the positive comments but these reviews also serve to improve our online search profile. When patients are searching for a dentist they have ready access to these reviews and the positive comments may result in more patients choosing our office. If you are not already doing so let me encourage you to ask your patients to rate your office on a Google review. Positive reviews could prove very useful for your practice. Keep Smiling!
