patient satisfaction metrics: what executives need to track

Improving patient satisfaction isn’t just about delivering a better experience, it’s about driving long-term loyalty, improving outcomes, and increasing revenue. For healthcare executives, identifying which satisfaction metrics to focus on can make the difference between reacting to challenges and proactively shaping a patient-centered strategy. However, tracking these scores is just the first step. A Healthcare Experience Platform (HXP) turns these scores into actionable insights, enabling targeted strategies that directly improve patient satisfaction. Below are some of the most important metrics to track and how they support organizational growth.

net promoter score (NPS)

NPS is a simple but powerful indicator of patient loyalty. It captures how likely patients are to recommend your organization to others, reflecting their overall experience and trust in your brand. Tracking NPS trends over time can help pinpoint which service lines or facilities deliver standout care and which ones may need attention. Segmenting marketing audiences based on their NPS score can provide even deeper insights, helping you understand whether certain populations or demographics feel more loyal than others.

CAHPS and satisfaction surveys

Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys offer standardized, comparable data that influence hospital ratings and reimbursement. These surveys measure the patient experience on everything from providers and communication to care coordination, making them valuable metrics for healthcare executives to monitor. By automating post-care follow-ups and feedback requests, you can stay connected with patients beyond the point of care, closing the loop and showing that their experience matters.

first contact resolution

When patients reach out, they expect to get their questions answered or needs addressed without being transferred or calling back multiple times. Low first contact resolution rates often signal underlying operational inefficiencies, such as unclear instructions, disconnected departments, or outdated processes. Addressing this metric requires collaboration across marketing, access, and clinical teams to ensure patients receive clear guidance and easy next steps at every point of the journey. Leverage an AI-powered tool like our Access Center to ensure patients receive the streamlined connection to care they expect.

digital engagement

Today’s patients engage across multiple digital channels, from appointment reminders to educational content. Monitoring engagement metrics like email open rates, SMS click-throughs, and website interactions allows executives to assess whether communication is timely, relevant, and valuable. When done well, digital engagement reduces friction, drives adherence, and builds trust over time. Tools that enable A/B testing and multichannel outreach can support data-driven decisions about how and when to reach patients most effectively.

scheduling access and wait times

Delays can quickly erode trust and satisfaction, whether it's the wait for a primary care appointment or time spent on hold. Tracking average wait times and appointment availability highlights operational bottlenecks affecting patient experience. While technology can help optimize access, many improvements include aligning internal workflows and adjusting resource allocation based on patient demand.

reputation and reviews

Online reviews play a growing role in how patients evaluate and choose providers. A single negative comment can influence public perception, even if the clinical care was excellent. Monitoring your organization’s online reputation provides an early warning system for potential experience gaps. And positive feedback offers an opportunity to amplify patient voices and share stories that reflect your brand’s values.

metrics to action

Measuring patient satisfaction is only meaningful if it leads to action. Healthcare leaders should ensure their teams have access to real-time insights and the ability to respond quickly. That might mean adjusting outreach strategies, personalizing communication, or launching new engagement campaigns. With our Healthcaer Experience Platform, healthcare systems can use patient data and engagement trends to shape proactive campaigns that support satisfaction goals and align with broader organizational strategy.

building the future of patient-centered care

Our Healthcare Experience Platform (HXP) empowers organizations with the tools to unify patient interactions, optimize engagement strategies, and deliver the experience modern consumers expect. Ready to transform your approach? Let’s build a connected healthcare journey together.

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