I'd always thought of NPS from the point of view of the poor person who was expected to 'manage' their operation based on the score (NPS – A score of 7.2 – “What the f*** can I do with that?” that, as a tool, it simply doesn't do the job for any business that is more complex than a shoe shop.
Then, last week, I came across it as a customer.
Between Tuesday and Saturday I was a customer at Barnsley General Hospital. Here is a list of some of the things I experienced in that short sojourn: -
A couple of hours in Accident and Emergency
An hour in an acute medical ward
Three nights in the Coronary Care Unit
One night in the main coronary ward
Three different consultants and their entourages
A cardiovascular imaging scan
Hospital food, where sachets of salt accompanied every meal.
Lots of machines
A broken shower
Patients, one of which had contracted septicaemia from having a cannula in his arm for 8 days.
And systemic bed-blocking caused by a unit at another hospital (see the full review at
The NPS customer satisfaction survey that patients are invited to complete, after their stay at the hospital (and, by definition, at the point in time when they are delighted to be going home) was so simplistic that it beggared belief.
My message to the NHS is do it properly, or don't bother.