Do you know what NPS is? That's how the comment started. Patients like it. Because the alternative is to stay on hold for 20+ minutes, and then get it wrong. (Or have no pharmacies except Optum's and Express Scripts).

Good for you - I want in the ICU delivering care during COVID as a frontline clinician. You don't get to pull this line.

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taurath 2 days ago | parent | next [-]

I find it hard to believe that patients like it given how sales work for these sorts of services - customer satisfaction is often the lowest priority given it’s ultimately a cost cutting service.

I live in a major metro and there are no pharmacies left except the largest ones. All my problems have to do with insurance not covering things, and insurance asks me to ask the pharmacy, pharmacy asks me to ask the insurance, and often insurance then asks me to ask my doctor to adjust the dosage cause they won’t cover that many days. Customers are batted around and I don’t see any AI that will solve this problem which is structural. The only value I see in AI is cost savings to replace humans, which is to say practically none as a customer over a website to check status and try to refill things.

	▲	FireBeyond 2 days ago \| parent [-]
		Not to mention my insurer will only authorize >30 day scripts if you use their own wholly owned mail order service. Want/need to get in person, locally? 30 days or less.

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drdexebtjl 2 days ago | parent | prev [-]

NPS is notoriously unreliable. When I’m frustrated with a stupid support clanker, I don’t wait for another different clanker to ask me how it did. I hang up.

If that’s how you’re measuring patient satisfaction, you’re completely clueless.

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Scoundreller 2 days ago | parent [-]

It’s probably how their payor measures performance.

But I thought the issue with customer surveys was how biased they could be toward negative experiences cuz nobody else is angry enough to respond.

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drdexebtjl 2 days ago | parent [-]

They have so many possible biases that are hard to control for.

They can be biased toward positive experiences too, if customers feel the job of the person that helped them is on the line.

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Scoundreller 2 days ago | parent [-]

What’s better for a manager/executive wanting insight into “how happy are my customers” other than their accounting numbers?

	▲	drdexebtjl 2 days ago \| parent [-]
		Their accounting numbers, sure. NPS is asking your customers "how likely are you recommend us to a friend or colleague?". That's definitely not an accounting number. If you care about this, you can instead ask your _new_ customers if someone recommended you. Or you could hire a third party to do an independent survey among your target demographic.