Net Promoter Scores (NPS) and how fertility clinics actually score...

Here at Béa HQ, we've been talking a lot about transparency and trust recently. We know both play a major part in the decision-making process around fertility treatments, alongside reviews and hearing from voices other than ours (we're obviously a bit biased). That's why, we decided to include Net Promoter Scores (NPS), as a measurement of the experience we can offer you. Stick with us, this is going to get much spicier than you think. 🌶

So, NPS it is ✔️ 

What actually is NPS? Essentially, when someone uses the product, how likely are they to recommend it to others? You can recommend something enthusiastically (called ‘promoters’🙌), lukewarmly (called ‘passives’👍), or with a negative recommendation, i.e., “don’t use this” (called ‘detractors’👎). 

Your NPS = % promoters – % detractors

Easy stuff. Our first port of call – go find a reference NPS so we know how we’re comparing. Ideally, you want your NPS to be around 80 (that’s really good, the highest it can be is 100). 

So off we went to find the average NPS of fertility clinics. And what we found blew my mind. Thanks for sticking with me...😏

Fertility clinics NPS is -21.3. Yep, negative twenty one. For reference, the average NPS in healthcare is +34 (and that’s quite low). So fertility clinics are a full 55 points lower than the standard in healthcare. Errr… wtf? 🤯

How did we end up with an industry that is growing insanely quickly – and making record profits whilst at it – with a customer experience that is so bad it’s less than 0?

Why is the clinical fertility experience so bad? What can we do to make it better? And if we’re going into an IVF or IUI treatment, what can we do to protect ourselves and advocate for our own experience? We have more questions than answers at this point, we're afraid we're still reeling from -21.3… But we will be back with answers on how to make sure you get the best out of your clinical experience.