What Does Net Promoter Score Offer in the Evaluation of Continuing Medical Education?
December 8, 2022 | CME, Net Promoter Score, medical education, outcomes
Net promoter Score (NPS) has been used in many fields, such as software, clinical care, and websites, as a measure of customer satisfaction since 2003. With a single question, NPS methodology is thought to determine brand loyalty and intent to act based on experiences with the brand or product. In the current study, accredited continuing medical education or continuing education (CME/CE) was the product, and these are the findings
In a recent article in the Journal of European CME [1], Katie Lucero, PhD, Medscape Education VP, Audience Engagement, Analytics, Outcomes, and Insights, explores the potential correlation between Net Promoter Score and other common outcomes from CME and discusses its value for CME evaluation.
The article examines 155 online CME programs (29,696 target audience learners with complete data) and how the results of the study may have implications for the CME/CE field in regards to incorporating a single standardized measure of the impact of online programs.
Findings from the study showed the proportion of learners who rate themselves as committed or very committed to change after participation in CME/CE predicts 70% of the variance in NPS for the activity. This points positively towards the validity of NPS being used as an indicator of intention to act after participation in CME/CE.
The full article is available in the Journal of European CME here.
1. Katie Stringer Lucero (2022) Net Promoter Score (NPS): What Does Net Promoter Score Offer in the Evaluation of Continuing Medical Education?, Journal of European CME, 11:1, DOI: 10.1080/21614083.2022.2152941
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