NPS surveys for clinics
Email NPS surveys hover around 10% participation. The same surveys over WhatsApp, conversational and well-timed, reach 96%. That gap changes the pyramid: you stop making decisions on a small sample and start operating on real data by site, by doctor and by specialty. Kura sends the survey after the visit, classifies the patient, asks the promoter for a review and opens a thread with the detractor.
Conversational NPS over WhatsApp reaches 96% participation in clinics with good delivery. Decisions made on a full sample.
The promoter receives a thoughtful link to leave a review right when they are most receptive. Without harassment.
A low score opens a thread with your team. The complaint comes in while there is still time to act.
Monthly reports with NPS broken down by centre, specialty and professional. No spreadsheets.
96%
WhatsApp NPS participation at a clinical group of 10 sites
NPS 91
Average score in clinics with a well-timed conversational flow
3 days
Optimal time after the visit to send the survey
Clinics have measured NPS for years, but most do it through email or web forms that return 5% to 15% participation. With that sample size, you have no basis to decide. WhatsApp shifts the ground because the patient opens it and replies in seconds with a single tap.
Three days after the visit the agent sends a single, clear message with the classic NPS question. The patient replies with a number from 0 to 10. From there, the agent acts depending on the segment.
Reviews are not requested from every patient or every time. The promoter is asked once per patient and per location, exactly when they have had the experience that deserves that review. The pace and quality of reviews rises measurably in the first quarter.
A low score with no action is a silent loss. With Kura, every detractor enters a priority inbox with reason, context and patient data. The quality team can call, write or book a conversation before the patient decides not to return. The complaint becomes a real second chance.
Every week or month, management receives a report with NPS by site, by specialty and by professional, alongside review rates, detractor distribution and comparison with previous periods. The operation stops depending on spreadsheets and manual mailings.
The trigger is wired to actual attendance in the PMS. You don't send surveys to patients who didn't show up. Human action on the detractor happens from the same agent inbox, with role and site-based permissions.
Operations change with the type of clinic. These are the flows with the biggest impact for each profile.
Recall reminders, treatment confirmations, treatment plans signed over chat, and recovery of patients who never finished their plan.
Lead capture from ads, prequalification, follow-up session scheduling, and seasonal package promotion.
Multi-session series, daily reminders when needed, exercise follow-up, and clean closure when the patient finishes.
Vaccination notices, recall reminders, pet pick-ups, and proactive messages when the next dose is due.
Discreet confirmations, cancellations with notice, between-session follow-up, and routing to the professional when needed.
Routing by specialty, location and priority. Every conversation lands at the right team without passing through reception three times.
Email usually sits between 5% and 15%. Conversational WhatsApp NPS reaches 96% participation in clinics with a well-integrated flow. The difference shows up when you break it down by site or doctor: with email you barely have a sample to decide on.
No. Only from the promoter, and only once per patient and per location. The policy is designed to avoid harassment and to keep review quality high.
The agent asks what happened, captures the reason and opens a priority thread to the quality or patient experience team. The complaint comes in with context and allows action before the patient is lost.
Yes. The survey goes out in the patient's language: Spanish, Catalan, English, French and German. Classification and downstream actions follow the same rules across languages.
The pace of new reviews and the average score usually improve within the first quarter, depending on patient volume and current share of promoters.
The system enforces max frequency per patient and per doctor, respectful send windows and official WhatsApp Business approved templates. Reviews are requested with permanent rate limits to avoid repeats.
Yes. Kura manages your number through the WhatsApp Business API. The patient still sees your clinic's brand and number.
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If you want to see how a conversational NPS flow would be designed for your visit volume and types, book a demo. You leave with a flow draft and an expected participation estimate.
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