How Nurse Next Door Leverages Net Promoter Score (NPS)

In one of our previous blogs, we highlighted our Franchise Partner, Denise Henshaw, owner of Nurse Next Door Sunshine Coast.

Nurse Next Door is a big believer in leveraging the Net Promoter Score (NPS) system. It's a customer satisfaction benchmark that measures how likely customers are to recommend a business to a friend (source). We use the NPS system to ensure brand integrity by taking every survey response into consideration and make improvements to provide the best service possible. The main driver of this are Nurse Next Doorís core values: Passionate About Making a Difference, Find a Better Way, Admire People and WOW Customer Experience. Utilizing constructive feedback allows us to continuously grow stronger as a brand and franchise system. A positive score that is over 0 is considered ìgoodî, above 50 is ìexcellentî and above 70 is considered ìworld classî. The higher the NPS score is, the more loyal your customer base (source). Deniseís Sunshine Coastís team consistently scores a whopping 80 and above!The Henshawsí pride themselves on delivering Nurse Next Doorís trademarked concept of ìHappier Agingî to their clients every day. ìWe specialize in Happier Aging by doing our utmost to find out what activities or events will really brighten our clientsí day. From the big things right down to little things, such as birthdays, foods they love, favorite tv shows and so on. We also have staff available to our clients and their families 24 hours a day, 7 days per week!îDeniseís clients say that her team is supportive by being patient and listening to their problems and needs, even asking them questions they havenít considered. The team was flexible in filling different shifts. Everyone is compassionate, professional and always cheerful.

Itís no wonder that Denise was a finalist for Nurse Next Doorís WOW Customer Experience Award. Word of mouth referrals are important in a smaller community such as the Sunshine Coast and Denise knows that first hand---reputation and credibility is a big deal and she sees the impact that a strong reputation has.

Denise and husband/business partner Victor unanimously agree that their favorite part of the job is meeting their clients, ìBeing able to listen to their stories and making sure that we are doing all we can do to meet and exceed their needs is extremely rewarding.îWe also asked them what they have learned about running their own business. Denise says, ìI have learned that it is a reward in itself to provide a valuable and appreciated service to oneís community, as well as providing jobs with flexibility and understanding to wonderful people!î

Want to learn more about†Nurse Next Doorís award-winning franchise system?

Access Your Welcome Package which includes

• Discovery Video - 15 min overview of this opportunity
• Franchisee Testimonials
• The Nurse Next Door opportunity
• Access to our calendar to book a 1x1 call.

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