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Satisfaction indicators

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At Hospital Serena del Mar, we measure patient satisfaction through CSAT and NPS indicators, ensuring excellence and continuous improvement in the care experience.

Through the survey, it is possible to identify the percentage of patients who feel satisfied with the care they have received at our institution. We have established for the year 2023 that the institutional satisfaction goal is 96% and that of the NPS is 85.

CSAT (Customer Satisfaction Score)

Measures how satisfied customers are with a specific service or experience, usually through a quick survey right after the interaction.

NPS (Net Promoter Score)

Assesses customer loyalty by asking how likely they are to recommend the company to others, classifying customers as promoters, passives, or detractors.

2026
79
Satisfaction
(CSat)
94
Net Promoter Score
(NPS)
January
82
Satisfaction
(CSat)
95
Net Promoter Score
(NPS)
February
94
Satisfaction
(CSat)
81
Net Promoter Score
(NPS)
March
94
Satisfaction
(CSat)
80
Net Promoter Score
(NPS)
April
92
Satisfaction
(CSat)
77
Net Promoter Score
(NPS)
May
70
Satisfaction
(CSat)
91
Net Promoter Score
(NPS)
June
2025
80
Satisfaction
(CSat)
95
Net Promoter Score
(NPS)
January
86
Satisfaction
(CSat)
97
Net Promoter Score
(NPS)
February
86
Satisfaction
(CSat)
97
Net Promoter Score
(NPS)
March
85
Satisfaction
(CSat)
97
Net Promoter Score
(NPS)
April
75
Satisfaction
(CSat)
92
Net Promoter Score
(NPS)
May
70
Satisfaction
(CSat)
91
Net Promoter Score
(NPS)
June
72
Satisfaction
(CSat)
90
Net Promoter Score
(NPS)
July
79
Satisfaction
(CSat)
93
Net Promoter Score
(NPS)
August
82
Satisfaction
(CSat)
94
Net Promoter Score
(NPS)
September
85
Satisfaction
(CSat)
94
Net Promoter Score
(NPS)
October
79
Satisfaction
(CSat)
93
Net Promoter Score
(NPS)
November
81
Satisfaction
(CSat)
95
Net Promoter Score
(NPS)
December
2024
97
Satisfaction
(CSat)
89
Net Promoter Score
(NPS)
January
96
Satisfaction
(CSat)
93
Net Promoter Score
(NPS)
February
98
Satisfaction
(CSat)
92
Net Promoter Score
(NPS)
March
98
Satisfaction
(CSat)
91
Net Promoter Score
(NPS)
April
93
Satisfaction
(CSat)
88
Net Promoter Score
(NPS)
May
97
Satisfaction
(CSat)
87
Net Promoter Score
(NPS)
June
97
Satisfaction
(CSat)
88
Net Promoter Score
(NPS)
July
96
Satisfaction
(CSat)
85
Net Promoter Score
(NPS)
August
96
Satisfaction
(CSat)
90
Net Promoter Score
(NPS)
September
97
Satisfaction
(CSat)
87
Net Promoter Score
(NPS)
October
95
Satisfaction
(CSat)
79
Net Promoter Score
(NPS)
November
97
Satisfaction
(CSat)
82
Net Promoter Score
(NPS)
December
2023
94
Satisfaction
(CSat)
38
Net Promoter Score
(NPS)
January
99
Satisfaction
(CSat)
46
Net Promoter Score
(NPS)
February
94
Satisfaction
(CSat)
92
Net Promoter Score
(NPS)
March
97
Satisfaction
(CSat)
69
Net Promoter Score
(NPS)
April
91
Satisfaction
(CSat)
69
Net Promoter Score
(NPS)
May
96
Satisfaction
(CSat)
86
Net Promoter Score
(NPS)
June
97
Satisfaction
(CSat)
83
Net Promoter Score
(NPS)
July
95
Satisfaction
(CSat)
81
Net Promoter Score
(NPS)
August
96
Satisfaction
(CSat)
87
Net Promoter Score
(NPS)
September
95
Satisfaction
(CSat)
87
Net Promoter Score
(NPS)
October
98
Satisfaction
(CSat)
84
Net Promoter Score
(NPS)
November
98
Satisfaction
(CSat)
84
Net Promoter Score
(NPS)
December

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