At Cohen Veterans Network (CVN), understanding what drives a positive client experience helps us deliver high-quality mental health care for veterans, service members, and military families.
Measuring Client Satisfaction Through Net Promoter Score
One way we measure client satisfaction is through the Net Promoter Score (NPS), a widely used metric of client or customer loyalty across industries, including health care. It is calculated by classifying respondents into promoters, detractors, and neutrals based on their response to a single item.
CVN’s NPS survey asks clients to rate their agreement with the statement: “I would recommend CVN to a friend or family member,” on a scale from 0–10 (0 = strongly disagree, 10 = strongly agree).
What Factors Are Most Closely Linked to Client Recommendations?
We analyzed 1,574 responses from surveys collected between 2024 and 2025 to examine how different aspects of their care experience influenced client’s likelihood of recommending CVN.
Note: (Scale 0-1: higher numbers = stronger association)
Key Takeaways:
Perceived quality of care, meeting client needs, and therapeutic alliance were the strongest factors in clients’ willingness to recommend CVN, demonstrating that good clinical care matters to our clients and builds loyalty.
These factors also overlap closely with one another, suggesting that improving any one is likely to improve the others, and investing broadly in care quality and the client relationship will strengthen client satisfaction overall.
CVN network data. Findings may not be representative of other populations or care settings.