Net Promoter Score (NPS): What Does Net Promoter Score Offer in the Evaluation of Continuing Medical Education?

Journal of European CME (11/29/22) Vol. 11, No. 1 Lucero, Katie Stringer

This study analyzed the use of net promoter score (NPS) by accredited continuing medical education or continuing education (CME/CE) providers to evaluate CME/CE at the activity level. For the study, 155 online text-/video-based CME/CE programs covering 29,696 target audience learners with complete data were reviewed to examine various predictors of NPS. "All activities contained pre- and post-assessment questions and the same set of evaluation questions," writes Medscapes' Katie Stringer Lucero. The final sample was composed of nurses/advanced practice nurses (20%), pharmacists (5%) and physicians (75%) across more than 29 specialties. CME/CE programs yielded an average NPS of 52, and cross-tabulations positively correlated post-assessment score with NPS category. Commitment to change emerged as the best NPS predictor, while the segment of committed learners predicted 70% of score variance, "which suggests NPS is a valid indicator of intention to act," Lucero writes. The study results indicate that "NPS is correlated with commitment to change practice; therefore, it may be a viable method for CME/CE providers to use when evaluating the impact of their interventions if practice change is an expected outcome of the intervention," Lucero explains.

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