Campaigns - Drip - Referrals

Net Promoter Score (NPS) is the gold standard of customer experience metrics.

NPS stands for Net Promoter Score, a metric used in customer experience programs. A lot of research was done to survey customers/patients with a single straightforward question.

{{PatientFirstName}}, this is {{OfficeName}}. I have a question for you...our business has been built on referrals, and I would like to know how likely you are to refer us to a friend or colleague on a scale of 0-10?

TrackStat allows you to set up a drip reminder, where you can ask this question on a specific visit or visits.

This is a variation of NPS where you are not doing the calculation but simply asking for a referral for patients who respond with an 8, 9, or 10.

First, find the marketing icon and go to DRIPS

Next, filter by LAST VISIT

Next, select a secondary filter

Consider asking for a referral between visits 6 through 12 once. The only exclusion you should consider is a 'not qualified' tag for those individuals who do not want any texts or emails sent to them outside of appointment reminders. If those patients opt out, they opt out of everything, which is one of the purposes of tags.

Message:

You will see the 'Referral - score ask 01' text in the Referral & Promotions tab. If you send this out to your patients at a couple of points during their care, you will have some respond with an 8, 9 or 10.

Anyone that responds with a positive number should be asked for a referral. You can send them a link to have them fill in a name or two or ask them for a name in the text message.

You could also ask them to forward the text to their friend to schedule online.

Here is a sample message you can reply with, as long as you have online scheduling set up:

You can find this message in your 'general' canned reply area:

This is what the message will look like with your custom online scheduling link.

Good luck,

TrackStat