SURVEYOR
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Listening as a quality strategy Exceptional service doesn’t happen by accident. It happens when an organization decides that feedback is not a formality, but a source of direction.
As ACHC President and CEO José Domingos has shared, the organization’s customer-focused approach required alignment across every role. “It doesn’t matter who you call,” he said. “They understand the mission.” Following this shift, customer satisfaction scores increased by 6% in one year and are now consistently 31% higher than they were in 2013. There’s a lesson here for any organization committed to quality. Feedback shouldn’t sit in a report. It should move through a process. That’s quality improvement in its most practical form: Listen carefully, respond honestly, and keep building something better.
In 2013, ACHC’s mission shifted. Accreditation and related education remained central to what we do, but we decided to shine a light on how we accomplish those things. Our mission refocused on providing the best possible experience throughout the entire accreditation process. That shift led to the creation of ACHC’s “Escalation Process,” a structured method for listening to customer
with their teams, ACHC created videos, process documents, and templates that could be revisited after the moment had passed. Some improvements required more than refinement. During the COVID-19 pandemic, traditional survey methods were disrupted, but healthcare organizations still needed the oversight and feedback provided by accreditation. ACHC became the first
What is NPS?
Net promoter score (NPS) is a widely used gauge of how likely customers are to recommend an organization. At the heart of NPS is a simple question: On a scale of 1-10, how likely are you to recommend our service to a friend? Scores from 0-6 are considered Detractors. Scores of 7-8 are considered Passives. Scores of 9-10 are considered Promoters. NPS is calculated by subtracting Detractors and Passives from promoters, yielding a score from -100 (all Detractors) to +100 (all Promoters).
accrediting organization to implement and deploy a virtual survey process approved by Medicare for certain programs. As customers began navigating that new process, they told us where additional clarity was needed. ACHC responded with stronger pre survey
feedback, triaging the customer experience, investigating less than
excellent interactions, and taking action to resolve or prevent it from happening again. Since 2013, ACHC has
reviewed more than 800 escalations and achieved nearly 300 improvements as a result of this process. Those improvements are not abstract. They show up in practical ways. When customers shared confusion about who to contact after an ACHC Account Advisor changed roles or went on leave, ACHC refined the reassignment process so organizations could be notified in advance and connected more smoothly to the right person. When organizations needed clearer guidance around distinction surveys, ACHC clarified record selection instructions. When customers asked for more accessible ways to share information
excellent world class
needs improvement
good
education, advanced communication, and
-100
0
50
70
100
practical guidance to help organizations prepare for the technology, expectations, and flow of a virtual survey. The result is reflected in ACHC’s customer satisfaction and Net Promoter Score performance, which are considered exceptional and best in class across all industries. But the score isn’t the point. The point is what the score represents: customers felt heard, supported, and confident enough in their experience to recommend ACHC to others .
According to Satmetrix, an NPS score above 0 is considered “Good,” 50+ is “Excellent,” and 70+ is “World Class.” The average US company NPS is 10.
As of January 2026, ACHC’s NPS is 81.
2 | Volume 2026 | No. 1
achc.org | (855) 937-2242 | 3
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