Case Study: Legacy ER & Urgent Care achieves a 15-point NPS increase and improved patient retention with CustomerGauge

Changing the Face of Patient Experience with the Net Promoter System®

Legacy ER & Urgent Care is the largest dual provider of emergency and urgent care in the U.S., built around improving access and the overall patient experience in a sector long plagued by long waits, hard-to-book appointments and inconsistent follow-up. As the company expanded and attracted interest from major healthcare partners, it needed a scalable way to maintain high patient satisfaction and retention across multiple locations.

In 2016 Legacy implemented CustomerGauge’s Net Promoter System® to collect surveys within 24 hours (with a 36-hour reminder), escalate issues in real time to designated clinical and billing “first-responders,” and close cases within 36–48 hours. Strong employee buy-in, standardized workflows and fast follow-up drove a 15-point NPS increase to an industry-leading score of 81 (vs. a 75 industry average), improved retention, and projected 200% revenue growth from existing patients by year-end as the company prepares for further expansion.

Legacy ER & Urgent Care

David Apple

Chief Marketing Officer