Rehab and Prehab Coach NPS Survey Workflow

Net Promoter Score gives you a single number that tells you whether your clients would recommend your rehab or prehab coaching practice. A structured rehab and prehab coach NPS survey workflow turns that number into action - converting your happiest clients into review-generating promoters and catching dissatisfied clients before they churn.

Most coaching businesses never measure NPS. The ones that do often collect scores but never act on them. This guide covers the full workflow your VA can own: survey timing, tool setup, score calculation, and the specific follow-up sequences for promoters and detractors.

Survey Timing and Frequency

NPS works best when measured at regular intervals rather than tied to specific events. For rehab and prehab coaching, a 90-day cycle balances frequency with meaningfulness.

Why 90 days:

  • Rehab programs typically run 8-16 weeks, so 90 days captures at least one full program cycle
  • Prehab clients on ongoing plans have enough experience by 90 days to give an informed score
  • Quarterly measurement aligns with your business review cadence

How your VA manages the timing:

  1. Your VA maintains a survey schedule in a Google Sheet or CRM. Each client has a "last NPS survey date" field and a "next NPS survey date" field.
  2. Every Monday, your VA pulls the list of clients whose next survey date falls within the current week.
  3. Surveys go out on Tuesday mornings - midweek timing tends to get higher response rates than Monday or Friday.
  4. New clients receive their first NPS survey 90 days after onboarding, not 90 days after signing up. The clock starts when they complete their first session.

Exceptions:

  • Do not send NPS surveys to clients currently in a dispute or billing issue. Your VA flags these and postpones their survey by 30 days.
  • Clients who just completed an exit survey within the past 14 days skip the NPS cycle - you already have their sentiment data.

Tool Setup: Typeform and Google Forms

You do not need expensive survey software. Typeform and Google Forms both handle NPS collection cleanly.

Google Forms setup (free option):

  1. Create a form with two fields:
    • "On a scale of 0-10, how likely are you to recommend [Coach name]'s services to a friend or colleague?" (Linear scale, 0-10)
    • "What is the primary reason for your score?" (Short answer, optional)
  2. Your VA customizes the confirmation message: "Thank you for your feedback. It helps us improve your experience."
  3. Connect the form to a Google Sheet using the built-in Responses tab.
  4. Your VA shares the form link in a personalized email - never send the raw form link without context.

Typeform setup (paid, better experience):

  1. Use Typeform's NPS template, which presents the 0-10 scale as a visual button row.
  2. Add conditional logic: if score is 9-10, follow up with "What do you value most about working with us?" If score is 0-6, follow up with "What could we do better?"
  3. Connect Typeform to your Google Sheet via Zapier or Typeform's native integration.
  4. Typeform's completion rates tend to be higher due to the cleaner interface, which matters when your client base is small and every response counts.

Email template your VA uses to send the survey:

Subject: Quick question about your experience with [Coach name]

"Hi [Name], you have been working with [Coach name] for [duration]. We would love your honest feedback - it takes about 30 seconds. [Survey link]. Your response helps us make sure we are delivering the best possible care. Thank you. - [VA name], on behalf of [Coach name]"

If a client does not respond within 5 days, your VA sends one follow-up. After that, the non-response is logged and no further reminders go out for that cycle.

Score Calculation and Segmentation

NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Your VA handles this math quarterly.

Score categories:

  • Promoters (9-10): These clients are highly satisfied and likely to refer others
  • Passives (7-8): Satisfied but not enthusiastic - they could be swayed by a competitor
  • Detractors (0-6): Unhappy clients who may leave negative feedback or simply churn

Calculation example: If you survey 40 clients and get 30 responses - 18 promoters, 7 passives, 5 detractors - your NPS is (18/30 x 100) minus (5/30 x 100) = 60 - 16.7 = 43.3, rounded to 43.

Your VA's quarterly NPS report includes:

  • Overall NPS score with comparison to the previous quarter
  • Breakdown of promoters, passives, and detractors by count and percentage
  • Response rate (aim for 60%+ to make the score statistically useful)
  • Common themes from the open-ended follow-up question
  • List of promoters who have not yet been asked for a review
  • List of detractors who need follow-up

For more on how a virtual assistant supports your coaching operations, see How to Hire a Fitness Virtual Assistant.

Promoter Follow-Up: Review Requests

Promoters are your best source of online reviews and referrals. Your VA's job is to convert their high score into a public action.

Follow-up sequence for promoters (score 9-10):

  1. Within 48 hours of receiving the score, your VA sends a thank-you email: "Thank you for the kind feedback. It means a lot to [Coach name]. If you have a moment, would you be willing to share your experience on Google? Here is a direct link: [Google review link]."

  2. If the client leaves a review, your VA sends a brief thank-you reply and logs it in the tracking sheet.

  3. If the client does not leave a review within 7 days, your VA sends one gentle follow-up: "No pressure at all - just wanted to re-share the link in case it got buried. [Link]."

  4. Referral ask (optional, separate email): Two weeks after the review request, your VA can send a referral prompt: "If you know anyone dealing with [common condition you treat], we are accepting new clients. You can share this booking link with them: [link]."

Important rules:

  • Never ask for a review and a referral in the same email. Space them out.
  • Never incentivize reviews with discounts or free sessions - this violates most review platform policies.
  • Your VA tracks which promoters have been asked and which have converted, so no one gets asked twice in the same quarter.

Detractor Follow-Up: Call Scheduling

Detractors need personal attention from you, not another email from your VA. The goal is to understand their concern, resolve it if possible, and prevent churn.

Follow-up sequence for detractors (score 0-6):

  1. Within 24 hours, your VA sends you an alert with the client's name, score, open-ended response (if provided), and recent session history from TrueCoach or Practice Better.

  2. Your VA emails the client within 24 hours: "[Coach name] saw your feedback and wants to personally discuss your experience. Would any of these times work for a 15-minute call? [3 time slots within the next 5 business days]."

  3. If the client books a call, your VA adds it to your calendar with a prep note summarizing their feedback and recent program data.

  4. If the client does not respond within 3 days, your VA sends one follow-up. If still no response after 5 days, log the attempt and flag the client as at-risk in your CRM.

  5. After the call, you share resolution notes with your VA, who logs the outcome and any changes made (adjusted programming, billing credit, communication frequency change).

Detractor recovery is where NPS pays for itself. A single saved client who was about to leave can be worth months of revenue - and a resolved complaint often turns a detractor into a promoter.

Trend Tracking Over Time

One NPS score is a snapshot. Four quarters of NPS data is a trajectory. Your VA maintains a trend dashboard that shows how your practice is performing over time.

What to track quarterly:

  • NPS score trend (line chart showing quarter-over-quarter movement)
  • Response rate trend
  • Promoter-to-detractor ratio
  • Number of reviews generated from promoter follow-ups
  • Number of detractors successfully recovered

Your VA updates this dashboard after each quarterly survey cycle and includes it in your business review materials. Use PT Distinction or Practice Better's reporting features to cross-reference NPS trends with client retention rates - if NPS is rising but retention is flat, there is a disconnect worth investigating.

Frequently Asked Questions

How often should you run NPS surveys for a rehab and prehab practice?

Every 90 days strikes the right balance. It is frequent enough to catch trends but not so frequent that clients feel surveyed to death. Your VA staggers survey sends across the client roster so they are not all going out the same week.

What is a good NPS score for a rehab coaching practice?

NPS ranges from negative 100 to 100. For a service-based coaching practice, a score above 50 is strong. Above 70 is exceptional. Focus less on the absolute number and more on whether the trend is moving up or down quarter over quarter.

Should you respond to every NPS score or just detractors?

Respond to promoters and detractors - they represent the extremes where action matters most. Promoters get review and referral requests. Detractors get personal outreach. Passives (7-8) receive a thank-you but no specific ask until their next survey cycle.

Can NPS surveys replace other feedback collection methods?

No. NPS measures loyalty and likelihood to recommend - it is one metric. You still need post-session feedback for clinical adjustments and exit surveys for understanding churn. NPS complements those tools but does not replace them. See our guide on Fitness VA Tasks List for how all these workflows fit together.

What should you do if your response rate is below 50%?

Low response rates make your NPS unreliable. Your VA can improve rates by sending surveys midweek, keeping the form to two questions, personalizing the email subject line, and sending one follow-up reminder. If rates stay low, consider asking for scores verbally during sessions and having your VA log them manually.

#NPS survey#client satisfaction#rehab coaching#prehab coaching