Mid-Month NPS Update for March

Hi Everyone,

We are making a fantastic pace so far with our NPS scores in March. Halfway
through the month, we are making towards our strongest month yet and a very
big uptick from February.

On our Main NPS Score, we have climbed to 38 for the month (see below).
This compares very favorably to our 28 score in February, and our 30 score
in the last 12 months. If we can continue the pace this will be our best
month in the past 12.

[image: Screen Shot 2023-03-16 at 12.17.39 PM.png]

For the score that matters the most across our regions, the Satisfaction
with Overall Office Team, we are also ripping ahead with a 41 average for
the month. Remember, while our target is 50, our safety goal is 40, and
across the company we are well on our way! As Gary had shared the improved
performance on our response SLAs in the billing group, it's also good to
see the billing NPS scores rising to the mid-20s.

[image: Screen Shot 2023-03-16 at 12.18.02 PM.png]

With our Satisfaction Winback Campaign just kicked off, organized by Audra
and Tiffany, we still have an opportunity to improve with our largest and
most important segment of clients, those who have been with us for a
long-time. As you can see in the chart below, our clients with us 19 weeks
and longer are improving their scores, but still weigh as a lower overall
satisfaction than our new clients. These folks have been through some
changes with us to be sure, and the satisfaction campaign is a great
opportunity to reset our satisfaction with these individuals, making the
most material impact on our overall outcomes. Congrats to Beth Ann and team
for taking the bull by the horns and earning the first kudos story in the
Winback updates.

[image: Screen Shot 2023-03-16 at 12.18.09 PM.png]

Best,
Chen

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*Chen Xie*CSO |
*TheKey*650-208-2390
[image: TheKey] <https://homecareassistance.com/>