Net Promoter Score (NPS): What Does Net Promoter Score Offer in the Evaluation of Continuing Medical Education?

ABSTRACT

Net promoter Score (NPS) has been used in many fields, such as software, clinical care, and websites, as a measure of customer satisfaction since 2003. With a single question, NPS methodology is thought to determine brand loyalty and intent to act based on experiences with the brand or product. In the current study, accredited continuing medical education or continuing education (CME/CE) was the product. Providers of CME have utilised NPS rating (the individual score on a scale of 0 to 10) to collect data about the value of the experience a clinician has with CME activities, but there has been no research to examine what it actually is associated with. This study looked to understand – relative to other self-reported and assessment outcomes in CME, what does NPS at the activity level indicate? From 155 online CME programmes (29,696 target audience learners with complete data), potential outcomes of CME, including whether knowledge or competence improved via assessment score, mean post-confidence rating, and whether one intended practices changes and was committed to those changes, were examined as predictors of NPS. NPS is unique in that it cannot be calculated at the individual level; individual scores must be aggregated, and then the percentage who selected ratings of 0 to 5 is subtracted from the percentage who selected 9 or 10. Results showed that percentage of learners who are committed to change predicts 70% of the variance in NPS, which suggests NPS is a valid indicator of intention to act. These results have implications for how we might, as a field, incorporate the utilisation of a single standardised question to examine the potential impact of online CME and call for additional research on whether NPS predicts change in clinical practice.

KEYWORDS:

• Outcomes
• net promoter score
• evaluation
• commitment to change
• intention to act

Acknowledgments

Rachael Findley and Stacey Murray for copy edit and author guidelines review. The late Thomas Kellner for discussions with me about Net Promoter Score and advocacy for its use in continuing education evaluation. Donald E Moore for inspiration to examine survey and self-assessment based tools.

Disclosure Statement

This study has been solely submitted as original research to the Journal of European CME and is neither published nor is under consideration elsewhere.