Case Study: Spooner Physical Therapy boosts Net Promoter Score and achieves 11.9x ROI with WebPT Reach (WebPT)

Improved Patient Engagement Drives $300k in Potential Revenue for Spooner Physical Therapy

Spooner Physical Therapy is a 28-year-old, therapist-owned outpatient network based in Scottsdale with 20 clinics and over 100 therapists providing roughly 1,000 visits per day. Despite high satisfaction scores, leadership found their post-discharge surveys didn’t produce objective, actionable insight into patient experience, and staff were burdened by thousands of manual emails each month—making it hard to identify unhappy patients or respond quickly.

They implemented WebPT Reach, a PRM platform that automated NPS surveys and evaluation communications, enabled real-time feedback tracking, and supported targeted local outreach. Within a year Spooner PT’s NPS rose from 78 to 83, reactivations increased 9%, visits per new patient grew by 0.8, complimentary screens rose 50%, online reviews climbed (609 Google, 161 Facebook), and the program delivered an 11.91x ROI and roughly $311,776 in potential retention revenue.

Spooner Physical Therapy

Michelle Babcock

Chief Experience Officer