At Luna, we believe that patient feedback isn’t just about ratings; it’s about understanding and delivering on our promise of exceptional care. Every review we receive is a reflection of our commitment to setting the standard for in-home physical therapy, and today, we’re proud to share some incredible news.
We’re thrilled to announce that Luna has achieved its highest-ever Net Promoter Score (NPS) of 88 in 2024. This record-breaking score places us squarely in the "World Class" category for the fifth consecutive year. With 99.7% of patients giving us a thumbs-up, we’re continuing to redefine what it means to provide outstanding patient experiences. These metrics are backed by an impressive 178,177 data points, reflecting comprehensive feedback from across the year.
What is NPS and Why Does It Matter?
The Net Promoter Score (NPS) is a trusted measure of customer loyalty and satisfaction, based on a single question: “How likely are you to recommend Luna to a friend or colleague?” Responses are scored on a scale from zero to ten, categorizing respondents as promoters, passives, or detractors. The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, resulting in a score between -100 and +100.
Achieving an NPS above 80 is considered "World Class," a designation that reflects exceptionally high levels of customer satisfaction. Luna’s achievement of an NPS of 88 highlights our dedication to delivering unparalleled care and service.
Our Journey to Excellence
Over the years, Luna has consistently earned "World Class" NPS ratings, underscoring our relentless focus on improving patient outcomes. Here’s a look at how we’ve progressed:
- 2020: NPS of 86
- 2021: NPS of 85
- 2022: NPS of 87
- 2023: NPS of 87
- 2024: NPS of 88
What makes this milestone even more remarkable is the scale at which we’ve achieved it. As we’ve expanded our services to reach more patients than ever, maintaining – and exceeding – these standards reflects the extraordinary dedication of our team, particularly our talented therapists. Your passion and expertise make these achievements possible, and for that, we extend our deepest gratitude.
Why Patients Choose Luna
At Luna, we’re more than just a physical therapy provider. We’re a partner in your journey to recovery. By bringing care directly to your home, we eliminate the barriers of traditional clinic-based therapy, ensuring personalized, convenient, and effective treatment. Our patients consistently report faster healing, reduced pain, and improved quality of life – outcomes that drive everything we do.
Join the Luna Experience
This year’s record-breaking NPS score is more than a number; it’s a testament to the trust our patients place in us. If you haven’t experienced Luna yet, we invite you to discover the difference. Explore our in-home physical therapy services, reach out with questions, or book an appointment online. At Luna, your health and satisfaction are our top priorities, and we’re committed to exceeding your expectations every step of the way.
Thank you for making 2024 a landmark year for Luna. Here’s to continuing this journey of excellence in 2025 and beyond!
