Ob Hospitalist Group Earns Industry-leading Net Promoter Score of 82 for Best-in-Class Customer Service
Greenville, S.C.– Ob Hospitalist Group (OBHG), the nation’s largest and only dedicated provider of customized obstetric (OB) hospitalist programs, announced today that the company has achieved a Net Promoter Score (NPS) of 82, according to its latest client satisfaction survey results. With a 95% client retention rate and the highest NPS in the outsourced physician services space, OBHG’s score demonstrates the company’s dedication to delivering an exceptional customer experience for its hospital clients, even during a challenging pandemic period.
NPS is the global standard for measuring customer loyalty and satisfaction. Scores are determined by customers rating their likelihood to recommend a company, product or service to a friend or colleague, using a scale of -100 to +100. An NPS score of 70 or higher is considered by industry experts to be “world class” and an indicator of overwhelming customer loyalty. Developed in 2003 by Bain and Company, NPS is used by millions of businesses worldwide to measure and track customer experience.
“An industry-leading NPS of this magnitude is a strong reflection of our customer-centric culture and great recognition for our frontline clinicians and national support staff, who consistently go above and beyond to exceed our clients’ expectations,” said Lenny Castiglione, OBHG CEO. “Especially when our operations and clinical leadership teams were unable to visit our hospital clients for much of the year due to challenges created by the pandemic, the results are a vote of confidence in our strength as an organization and confidence in our physicians’ capability to provide high quality, patient-centric care, no matter the circumstances.”
Not only did OBHG’s NPS increase from 71 to 82 during the recent customer survey (a 15.5% increase in one year), but so did satisfaction metrics relating to key program elements such as improved patient safety and 24/7 physician coverage. In addition, 83% of OBHG’s clinical site directors received perfect or nearly perfect scores in the areas of professionalism, knowledge and responsiveness.
About Ob Hospitalist Group
Since 2006, Ob Hospitalist Group (OBHG) has led the nation in elevating the quality and safety of women’s healthcare by delivering 24/7 real-time triage and hospital-based obstetric coverage to ensure consistent, timely care for patients as well as collaborative, non-competitive support for local OB/GYN physicians. As the original architect of the obstetric emergency department, OBHG ensures that every expectant or postpartum mother presenting to the hospital receives consistent and unconditional medical care by an experienced physician. OBHG leverages its national network of dedicated clinicians in partner hospitals across the United States to develop best practices in care which improve patient outcomes, reduce care variability and drive operational and financial efficiencies. OBHG is headquartered in Greenville, SC. For more information, visit www.OBHG.com.