Genesis Rehab Services Achieves “World Class” Net Promoter Score

KENNETT SQUARE, Pa., March 22, 2018 -- Genesis Rehab Services (GRS), a subsidiary of Genesis HealthCare and a leading provider of physical, occupational, speech, and respiratory therapy services, today announced that it achieved a Net Promoter Score® (NPS)* of 71, placing it in the “world class” category by NPS® standards.

With a mission to improve the lives it touches through the delivery of high-quality health care and every day compassion, GRS partners with numerous health care facilities and organizations to deliver contract therapy services across the care continuum. Supplying rehabilitation and respiratory therapy to more than 1,600 healthcare providers in 46 states, the District of Columbia, and China, GRS’ strong commitment to customer satisfaction is a top priority.

“The health care environment is constantly changing,” noted Lou Ann Soika, Senior Vice President – Customer Relations and Strategic Development. “As a service provider, not only do we have to keep up with these changes, but we also have to stay ahead of them. By using the NPS, we can keep a finger on the pulse of what our customers find valuable and evolve our services to meet their ever-changing needs.”

Since implementing the NPS in 2015, GRS has surveyed its business partners biannually in February and August. The survey is scored based on responses to the following statement: I would be likely to recommend Genesis Rehab Services (GRS) to a friend or colleague.  Using a scale of 1-10, the NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, dropping all neutral responses and converting the percentage to a whole number.  A company’s score can range from -100 (all detractors) to +100 (all promoters), with a score of 0 considered “good,” 50 considered “excellent,” and 70 considered “world class.”

The February 2018 score of 71 bests GRS’ August 2015 baseline score of 59.

“We know that our employees take pride in holding themselves to a high standard of customer service,” said Soika. “They understand that building a loyal and highly-satisfied customer base allows us to implement more services to meet each customer’s unique needs.”

* Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

About Genesis Rehab Services
Genesis Rehab Services (GRS), a subsidiary of Genesis HealthCare, is a leading provider of physical therapy, occupational therapy, speech therapy, respiratory therapy and wellness services, primarily for older adults. As one of the largest and strongest rehab organizations in the country, GRS partners with skilled nursing centers, assisted living facilities, independent living facilities, hospitals, home health companies, adult day care programs and outpatient clinics to provide comprehensive therapy services. GRS currently operates and staffs rehab gyms in 46 states, the District of Columbia, and China.  For more information, visit www.genesisrehab.com.

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Amy Chmar
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