We Got Your Message!

by Brian Burkett

You spoke we listenedNet Promoter Score (NPS) is a “word of mouth” metric between -100 and 100 that captures the propensity of BloodHub customers and users to attract and refer new business or/and repeat business.  By NPS standards, any score above 0 would be considered Good, 30-49 = Great, 50-70 Excellent, while 70+ is considered World Class.

Twice per year our clients and users are asked to participate in a Net Promoter Score survey to gauge satisfaction.

In the fall of 2019, users rated BloodHub a 34, and we were pleased!  But NPS is an actionable metric.  The power of NPS is the “why” behind the score.  BloodHub combed through comments, identified areas for improvement, and invested in improvement.  The result?  In just 6 months, over 2400 users rated BloodHub with a score of 55! A 21 point improvement in 6 months!

Why do customers and users LOVE BloodHub?  It’s best if you hear it straight from our respondents!

The most common message we read is that BloodHub is easy to use.  Here are a few of our favorite quotes:

“It has a user-friendly interface.  I work at two hospitals and in my experience, this is much easier to use compared to blood ordering systems put in place by other blood collection facilities.” 

“It is so much easier than the old way we used to order blood products.  I like the ability to list your products that are close to expiration to see if anyone else can use them.  There is more information available to see on statuses of orders and service requests.  It cuts down on phone calls.” 

“Being able to see test results as soon as they are uploaded rather than faxes that are sent to a physical location provides us with significantly improved workflow.”

Additionally, users raved about the customer service provided by BloodHub’s staff.

“Staff is always friendly and helpful. Excellent customer service!”

“BloodHub developers are AMAZING to work with and the finished product is fantastic. LOVE BloodHub.”

Looking ahead, BloodHub is committed to improving all aspects of our products and services.  Through your feedback, we know what is important to you and what is needed to provide products to improve your organization.  We will continue to provide friendly, knowledgeable and prompt service along with products that are intuitive and easy to use.

Do you have suggestions on how to improve BloodHub or needed features?  Let us know!  Email us at support@bloodhub.com