Accretive Health, Inc.
In their words
“Customer retention rate among customers of its modular solutions, calculated as the percentage of customers utilizing services year over year, was approximately 97%”
“Net dollar retention rate, calculated as the percentage of existing customer revenue for the period relative to the previous year's total revenue, was approximately 110%”
“Gross dollar retention rate, calculated as the percentage of existing customer revenue for the period retained relative to the previous year, was approximately 90%”
Disclosed NPS over time
Every Net Promoter Score Accretive Health, Inc. has published, by date.
NPS disclosures (9)
…preference, spanning the entire revenue cycle Delivering a Step Change in Revenue Cycle Outcomes Patient Loyalty & Retention Patient Payments South Lakes Healthcare PX 3 Patient Net Promoter Score 19 VisitPay Transaction Rationale Accretive to Growth ▪
…62% self-service rates and NPS scores >75 create a pathway to digitize and transform patient access operations ▪ Improve KPI performance ▪
In addition to improved patient satisfaction (net promoter scores were consistently above 60 for our patient experience platform) and reduced administrative errors, we expect our efforts to contribute $15-20 million to adjusted EBITDA in 2020.
…PX platform continues to gain traction with 50,000+ patients registered monthly, 58% decrease in patient wait times and NPS score of ~75 • Financial contribution from DTO efforts currently underway: •
…and gross cash generated from customer contracting activities of $230.2M Customer Satisfaction and Growth Ÿ Launch NPS plan and completion on follow up items Ÿ Develop renewal strategy for key customer contract expiring in 2016 Ÿ Close targeted net…
…and gross cash generated from customer contracting activities of $230.2M Customer Satisfaction and Growth Ÿ Launch NPS plan and completion on follow up items Ÿ Develop renewal strategy for key customer contract expiring in 2016 Ÿ Close targeted net…
…◦ Successfully launched critical functionality in our technology platforms aimed at improving integration with our customers’ patient accounting systems ◦ Double digit improvement in customer satisfaction, as measured by Net Promoter Scores (NPS) •
…Ensuring 100% of sites have specific action plans to support Net Promoter Score (NPS) improvements • Implementing best practices across multiple hospitals focused on patient satisfaction •
…Ensuring 100% of sites have specific action plans to support Net Promoter Score (NPS) improvements • Implementing best practices across multiple hospitals focused on patient satisfaction •
Retention disclosures (4)
Retention rate (modular solutions): 97% (June 2024) — “customer retention rate among customers of its modular solutions, calculated as the percentage of customers utilizing services year over year, was approximately 97%”
Net revenue retention (modular solutions): 110% (2023) — “net dollar retention rate, calculated as the percentage of existing customer revenue for the period relative to the previous year's total revenue, was approximately 110%”
Gross revenue retention (modular solutions): 90% (2023) — “gross dollar retention rate, calculated as the percentage of existing customer revenue for the period retained relative to the previous year, was approximately 90%”
Net revenue retention: 108% — “NET REVENUE RETENTION 108%”
Lighthouse companies in Business services
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.