Summary: Excelsia Injury Care surveys patients to determine a Net Promoter Score (NPS), of +85, with 9 out of 10 patients reporting improvement in their health and preferring Excelsia over other providers. These insights highlight better treatment access, improved recovery outcomes, and superior care experiences, reinforcing Excelsia’s commitment to delivering best-in-class, patient-centric care.
Excelsia Injury Care (Excelsia) and 60 Decibels, an independent consulting group focused on social impact, conducted an in-depth patient survey with the goal of understanding its patients’ journey and their treatment outcomes. Survey data was collected from Excelsia patients located across various U.S. regions; these surveys used the Net Promoter Score® (NPS), a common gauge of patient satisfaction and loyalty that measures ratings on a scale of -100 to 100, along with other experience-related questions using the Likert scale.
Below is a summary of the top insights found from the survey results:
(1) Excelsia has an excellent NPS score[1]:
- Excelsia patients are very satisfied with the service they receive, with Excelsia acquiring a NPS of +85, which is the percentage of clients rating 9 or 10 out of 10 (‘Promoters’) subtracted by the percentage of patients rating 0 to 6 out of 10 (‘Detractors’). This is an above-average score for this customer experience metric, with the healthcare industry average being +53[2].
(2) Excelsia is considered the preferred provider:
- 9 in 10 patients who sought prior care think Excelsia is better than other healthcare providers. Challenges reported while receiving non-Excelsia treatment include an absence of the specific treatment needed, lack of available appointments, long wait times, inconvenient locations, or unpleasant experience with the provider.
- 94% of patients agree that Excelsia is the best option for the type of treatment they need.
(3) Excelsia improves the overall health of their patients:
- Excelsia fills a crucial gap when patients need it most with 9 in 10 patients saying they have seen their health improve because of Excelsia. Patients are more likely to report significant improvements as their number of visits increases.
- Nearly 8 in 10 patients report an improvement in their ability to work or resume activities due to treatment from Excelsia.
- More than one third of patients say they would still be in pain had they not received treatment from Excelsia.
Here’s what Excelsia’s patients are saying:
The doctors are wonderful. I recently had a procedure, and they made me feel comfortable. They also made me feel safe. I felt confident that I was taken care of. They are always polite and welcoming. —Warminster, PA Patient
I really appreciated how welcoming the whole team was right from the front desk. They were kind and always willing to go to the doctors to get my questions answered. I was hysterical when I first got there, I was in a lot of pain, I thought I wouldn’t get better. They were very kind, gentle, and intentional about asking me what felt right and what felt wrong. —Henderson, NV Patient
They did the work precisely and made me feel better when I finished my service with them. They are good people and friendly. The facility is always clean. —Baltimore, MD Patient
If you are injured, the therapist fully helps you and gives you knowledge like stretch training. …The people and the experience were pretty good for me. They are top-star quality. The location is convenient. They look out for good doctors and if you are not feeling well based on pain injuries. —West Philadelphia, PA Patient
I was able to go for 4 months twice a week. I didn’t have to skimp on care; I was able to go as much as needed. Without the lawyer and insurance, I would have had fewer doctor appointments and maybe no MRI. —Pleasant Grove, UT Patient
Individuals seeking healthcare services at the local level seek outcomes that not only alleviate their symptoms but also leave them feeling satisfied with their overall experience. Patients often consider a variety of factors when evaluating an appointment, such as what led them to the appointment, the ease of the scheduling process, and post-treatment outcomes and recovery potential. It is essential for healthcare leaders to understand their organization’s current measure of patient satisfaction and continuously evolve their methodologies to uphold this standard at a superior level, ensuring a high-value healthcare experience for every patient. Excelsia Injury Care is strongly committed to delivering the best-in-class, patient-centric care services, and it is demonstrated through the insights discovered above.
[1] A Net Promoter Score (NPS) exceeding +70 is classified as excellent.
[2] “What Is a Good Net Promoter Score? (2025 NPS Benchmark).” Retently CX, 28 Mar. 2025, www.retently.com/blog/good-net-promoter-score/.
About Excelsia
Born in 1993, Excelsia Injury Care’s mission is to restore quality of life through patient-centric care and support for those injured in a motor vehicle or work-related accident. With over 100 patient care centers across the Mid-Atlantic, Midwest, and Mountain West regions, our vision is to be the leading provider of injury care—setting the standard of excellence in the communities we serve and expanding access to high-quality care nationwide.
At Excelsia, we offer the full continuum of care with an integrated care delivery model. Our diverse team of medical specialists provides the full spectrum of treatment, including physical rehabilitation, medical care, and other ancillary services. We are committed to supporting patients through prompt treatment, successful recovery outcomes, and full management of the complex insurance claim reimbursement process. With Excelsia, your clients are never far from the care they need—with the compassion they deserve.