"This program saved my life and helped me develop the skills necessary to be an actively safe person. I am so thankful for my people at Bert Nash". – BNC Client
In May of 2024 we conducted our annual Client Satisfaction survey. 435 clients (a little less than 10% of the number of clients we serve) answered our questions about their experiences with communication, wait times, safety and if the Bert Nash Center met their overall needs and goals for their behavioral health. We are thrilled to report that our clients told us their perception of Bert Nash has significantly improved in the past year with our Net Promoter Score (NPS) increasing by 68%.
23% of clients who responded said they were unlikely to use our services again and would likely discourage others from doing so, 22% said they were satisfied, but not likely to recommend our services, and 55% were highly satisfied and likely to recommend our services to others.
What is an NPS? It's a measure of consumer loyalty to a business or organization. We asked clients to rate the likelihood they would recommend our services to a friend or colleague on a scale of -100 to 100. Our NPS score is the percentage of detractors subtracted from the percentage of promoters.
NPS Score | Meaning |
-100 - 1 | Bad NPS |
0 - 30 | Good NPS |
30 - 70 | Great NPS |
70 -100 | Excellent NPS |
Themes We Found
We saw several themes in the feedback. Most clients expressed high satisfaction with the quality of care. Comments noted appreciation for staff and a belief that treatment is improving their lives. However, recurring concerns were noted regarding time to schedule appointments and communication from providers. Suggestions for better service included having the ability to schedule appointments immediately after a virtual meeting with the provider rather than calling at another time; enhanced communication on waitlist status; and dissatisfaction with the long wait time between an intake appointment and beginning services.
Some overall agency highlights
Top areas of high satisfaction:
Safety of environment
Accessibility of service location(s)
Amount of time spent in waiting area before scheduled appointment
Helpfulness of staff
Top areas of low satisfaction:
Extent to which your needs were met
Availability of services to meet your needs
Amount of wait time between making an appointment and seeing provider
Convenience of services to meet your needs
We want to thank everyone who filled out a survey whether it was in-person or online. The feedback you gave will allow us to put into actions the recommendations you had for improving our services. In addition to our yearly survey, anyone can leave feedback at https://www.bertnash.org/feedback or contact us directly at feedback@bertnash.org.