SocialNPS is a feature upgrade for Lobbie. For more information, please email sales@lobbie.com.
What is SocialNPS?
SocialNPS in Lobbie consists of two parts:
- Net Promoter Score (NPS): a single-question survey that asks patients: “How likely are you to recommend your practice name to a friend or family member?”
- Social Reviews: an option to request public reviews from patients after they complete the NPS survey.
NPS helps your practice quickly understand patient satisfaction, track changes over time, and identify both strong areas and opportunities to improve.
How Patients Respond
Patients rate their likelihood to recommend your practice on a scale of 0-10. Patients who give your practice a 9 or 10 are considered promoters. Patients who respond with an 8 or below are shown a feedback form.
The feedback form asks two questions:
- “What, if anything, didn’t meet your expectations?”
- “How can we improve?”
This feedback is visible only to your practice within Lobbie.
How Reviews Work
Review requests can be automated or sent manually. When automation is turned on, patients who score 9 or 10 are automatically invited to leave a review on your Google Business or Facebook profile. Patients who score 8 or below will see the feedback form first, and can optionally choose to leave a review afterward.
When a patient clicks Leave a review on Google, they are taken directly to your Google Business review form.
Viewing Results
You can view NPS and feedback results on the SocialNPS Results page.
There are two views:
- Detail view: shows each patient’s reply date, NPS score, patient name, any feedback, and (if applicable) the location that sent the survey.
- Summary view: groups results by month and shows your practice’s total NPS score. If your Lobbie account has multiple locations, you can view NPS for each location separately.