NPS Intelligence (beta)

Under new CEO Bret Connor's leadership, athenahealth achieved record-high Net Promoter Scores and client retention rates.

athenahealth operationalized customer feedback to drive clinical and financial results, with improving net promoter scores since 2017.

Metric* Weight Goal Actual Result Net Promoter Score 10 % 40.0 % 30.7 % 76.6 % Bookings ($ millions) 50 % $450 $293 65.1 % Total Revenue ($ millions) 20 % $1,324 $1,220 92.1 % Non-GAAP Net Income ($ millions) 20 % $111 $101 91.0 % Total Results 100 %…

…in employee and patient engagement; statements regarding the benefits of and demand for our service offerings; statements regarding our efforts to improve our Net Promoter Score; and statements regarding the impact of our Praxify acquisition.

…regarding the benefits of and demand for our service offerings; statements regarding our efforts to improve our Net Promoter Score; and statements found under our “Reconciliation of Non-GAAP Financial Measures to Comparable GAAP Measures” and…

…statements regarding our ability to hire and retain top talent; statements regarding our efforts to improve our Net Promoter Score; statements regarding our MDP program; and statements found under our “Reconciliation of Non-GAAP Financial Measures…

Metric* Weight Goal Actual Result Net Promoter Score 10 % 44.0 % 26.8 % 61.0 % Bookings ($ millions) 50 % 422.7 348.4 82.4 % Total Revenue ($ millions) 20 % 1,102.0 1,082.9 98.3 % Non-GAAP Adjusted Net Income ($ millions) 20 % 77.0 76.5 99.3 % Total…

…Composite 94.2 % Hospital Composite 92.8 % Performance Results 98 % Satisfaction (15% weight) Client Net Promoter Score 25.4 Inbound Contacts per Provider per Month 0.56 Satisfaction Results 104 % Financial (35% weight) Bookings (b) (b)…

…100.7 % 102.2 % 97.9 % 100.4 % 100.3 % Performance Results 98 % 100 % 97 % 96 % 99 % Satisfaction (15% weight) Net Promoter Score 34 29.3 20.2 23.9 26.8 Satisfaction Results 77 % 67 % 46 % 54 % 61 % Financial (35% weight) Bookings ($M) n/a n/a…

…Client Net Promoter Score • Inbound Contacts Per Provider Per Month •

…improvement of our portal experience and adoption, and patient engagement; statements regarding improving our net promoter score; statements regarding the appropriate future metrics to use in measuring our market share; statements regarding our…

…improvement of our portal experience and adoption, and patient engagement; statements regarding improving our net promoter score; statements regarding the appropriate future metrics to use in measuring our market share; statements regarding the…

Metric* Weight Goal Actual Result Net Promoter Score 10 % 44.0 % 40.7 % 92.6 % Bookings 50 % ** ** 86.8 % Total Revenue ($ millions) 20 % 917.4 924.7 100.8 % Net Income ($ millions) 20 % 45.3 53.6 118.4 % Total Results 100 % 96.5 % * Each metric is…

…improvement of our portal experience and adoption, and patient engagement; statements regarding improving our net promoter score; statements regarding the appropriate future metrics to use in measuring our market share; statements regarding the…

…Order Rate 42.5 % 43.5 % 44.5 % 49.0 % 44.9 % Performance Results 97 % 95 % 95 % 98 % 96 % Satisfaction (20% weight) Net Promoter Score 42.3 40.5 39.9 40.3 40.7 Satisfaction Results 96 % 92 % 91 % 92 % 93 % Financial (45% weight) Bookings (b) (b) (b)…

In our most recent survey, our net promoter score was 40.7. The net promoter score is the percentage of clients who chose 9 or 10 (defined as promoters) less the percentage of clients who chose 0 through 6 (defined as detractors) on a scale of 1 to 10…

…Net Promoter Score • Service Performance Index •

…Closed-Loop Order Rate 42.5 % 43.5 % 44.5 % 43.5 % Performance Results 97 % 95 % 95 % 95 % Satisfaction (20% weight) Net Promoter Score 42.3 40.5 39.9 40.9 Satisfaction Results 96 % 92 % 91 % 93 % Financial (45% weight) Bookings (b) (b) (b) (b) (b)…

…40.8 41.0 Closed-Loop Order Rate 42.5 % 43.5 % 43.0 % Performance Results 97 % 95 % 96 % Satisfaction (20% weight) Net Promoter Score 42.3 40.5 41.4 Satisfaction Results 96 % 92 % 94 % Financial (45% weight) Bookings (b) (b) (b) (b) Total Revenue…

Metric* Weight Goal Actual Result Net Promoter Score 10 % 50.8 % 43.9 % 86.3 % Bookings 30 % ** ** 73.6 % Total Revenue ($ millions) 30 % 756.9 752.6 99.4 % Net Income ($ millions) 30 % 42.8 49.5 115.6 % Total Results 100 % 95.2 % * Each metric is…

…in Accounts Receivable (“DAR”) 41.1 Closed-Loop Order Rate 42.5 % Performance Results 97 % Satisfaction (20% weight) Net Promoter Score 42.3 Satisfaction Results 96 % Financial (45% weight) Bookings (b) (b) Total Revenue ($M) $ 206.4 Non-GAAP Adjusted…

In our most recent survey, our net promoter score was 42.0% for athenahealth-branded services and 70% for Epocrates-branded services. The net promoter score is the percentage of clients who chose 9 or 10 (defined as promoters) less the percentage of…

…Net Promoter Score • Client Days in Accounts Receivable •

Improved net promoter score from 41.2 in Q2 2014 to 47.5 in Q3 2014 • Completed implementations at CaroMont Health (athenaCoordinator - Population Health Management), Hallmark Health (athenaCoordinator - Population Health Management), and Summit Medical…

…% Patient Full Registration 49.5 % 50.8 % 50.1 % Performance Results 103 % 101 % 102 % Satisfaction (25% weight) Net Promoter Score 44.7 41.2 43 Days of Client Work 8.8 8.8 8.8 Provider Documentation Time 5.4 5.3 5.4 Minutes per RVU 11.7 12.0 11.9…

…Net On-boarding Success 66.6 % Patient Full Registration 49.5 % Performance Results 103 % Satisfaction (25% weight) Net Promoter Score 44.7 Days of Client Work 8.8 Provider Documentation Time 5.4 Minutes per RVU 11.7 Satisfaction Results 92 %…

Churn: 10% (2015) — “5% - 15% Annual Attrition (Churn Rate) <5%”

Retention rate: 95% — “95% Customer Retention Rate”