Sword Health’s NPS results rated exceptional in the healthcare industry

Net Promoter Score (NPS) starts with a simple question: “Would you recommend us to a friend or colleague?” For most healthcare vendors, this answer is underwhelming. At Sword Health, it’s one of our strongest proof points.

In our latest survey, Sword Health earned an NPS score of 82, which is double the industry average¹. This reflects the exceptional care and the outstanding results we provide for our clients. With 100% of responses scoring Sword a 7 or above² our clients are more than satisfied, reflecting back the level of quality of our service.

What our 82 NPS score tells you about Sword's level of care

NPS (Net Promoter Score) is a simple way to measure loyalty. But in healthcare, it’s not so simple to earn.

Most vendors hover between +30 and +50. That range is considered “good.” Anything above 70 is considered exceptional¹. Sword Health is proud to break that threshold, with our NPS score of 82. This is a reflection of the consistency of our client and member experience at scale, and the robust level of clinical rigor behind our care.

Why Sword's care experience is industry-leading

Many MSK platforms are digital-only, relying on self-guided content and surface-level personalization. Sword is different. Our hybrid model combines advanced technology with real-time care from Doctors of Physical Therapy.

The Sword client experience

All of our clients benefit from a partnership model built for long-term success. From day one, we provide hands-on support, transparent reporting, and proactive optimization so benefits leaders always have clarity and outcome-focused delivery

• Every client is supported by a dedicated Success Manager from day one, overseeing onboarding and long-term performance
• Clients get real-time access to a self-service dashboard to track enrollment, ROI, engagement, and outcomes
• We run quarterly and annual reviews to identify optimization opportunities based on client goals and member feedback
• Our team responds to client needs within one business day, offering always-on support

Clients also get the assurance of fair pricing directly tied to member's results. Sword's outcome-based pricing means we only get paid in full when your members hit measurable healthcare goals.

The Sword member experience

It's not just the client experience where Sword delivers exceptional care. Every Sword program is tailored to the individual's specific health goals, and Sword's extra level of service means members get fresh program updates from their matched PT and support with any setbacks along the way.

• Members can work on their care plans from the comfort of their home at any time that suits their lifestyle
• This makes Sword programs so much more accessible than traditional in-person care
• Members don't need to take time off work or family commitments to commute to a busy clinic
• It's easier to stick to their treatment and correctly perform exercises with real-time feedback and more frequent program updates mean faster progress

Sword can even proactively engage members in preventative care to tackle low levels of pain. Our AI-powered detection engine can find and personally engage members at high risk of needing costly interventions, so we can treat them with non-invasive clinical care before it’s too late.

The clinical rigor that sets Sword apart

Sword's unique combination of AI and clinical expertise delivers exceptional clinical and cost-saving outcomes. Sword is the only digital solution proven to be as or more engaging and clinically effective as high-intensity in-person physical therapy³.

• All members are matched with a clinical specialist who holds a Doctor of Physical Therapy degree for an expert level of care
• Sword's delivery model makes accessing care more equitable and flexible than in-clinic healthcare, closing access gaps for rural and low-income populations⁴
• Each member is matched directly with a care expert who carries a Doctorate in Physical Therapy as a minimum level of accrediation
• This expert PT develops a personalized care plan and provides support and accountability to results

We know pain comes in many forms and affects each person differently. That's why our AI Care model combines what human clinicians and AI each do best for more effective results than either could deliver on their own.

Expect exceptional results from your MSK vendor

If your current solution isn’t delivering return on your investment, now is the time to pose some important questions to your existing MSK provider:

• How do you measure and improve the effectiveness of your care?
• What percent of your members complete their care plans?
• How does your pricing translate into positive health outcomes?
• Do actual healthcare outcomes match the promises?

Our ROI guarantee delivers measurable savings

Sword's ROI pledge is an example of the value our clients receive when partnering with Sword. We offer guaranteed savings with proven results. 

• $3,177: Average customer saving per member per year on MSK care⁵
• 3.2:1 ROI: Sword delivers the industry’s highest independently validated ROI⁵
• 9.2/10: average member satisfaction score⁶

Fast, scalable rollouts for enterprise clients mean you can get started in weeks. Sword delivers impact with quality and speed, having successfully launched for clients with 200,000+ covered lives in just 15 days⁷

Set up a call with a Sword expert today to find out how Sword Health’s exceptional NPS score can help your organization deliver stronger outcomes, happier members, and sustained MSK cost savings.

FAQs

What is a good healthcare NPS score?

An NPS between 30 and 50 is considered strong. Scores above 70 are exceptional¹.

How is NPS collected at Sword?

We gather member ratings during and after program completion, and report using the standard methodology (Promoters – Detractors).

How does a high NPS benefit employers?

Higher member satisfaction correlates with higher adherence and lower downstream costs⁸.

What clinical outcomes impact NPS most?

Pain relief, mental health improvements, and completion rates are key⁹-¹¹.

What is the fastest implementation Sword has delivered?

A full rollout to 200,000+ members in 15 days⁶.