The Net Promoter Score (NPS) at Charleston Area Medical Centre (CAMC), a US hospital system and winner of the 2015 Baldrige National Quality Award, reflected how well CAMC developed loyal relationships with its stakeholders. Against the SATMETRIX leading position benchmark of a NPS of 40%< CAMC scored 70% in 2012, 74% in 2013, 72% in…

BPIR Categories

15.2.2 Customer retention/referral/relationship building

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