Patient satisfaction score is a standardized metric measuring patient-reported experience with telehealth services, typically captured through post-visit surveys using scales like NPS, CSAT, or CG-CAHPS.

In telehealth, satisfaction scores correlate strongly with technical experience. A brilliant diagnosis delivered over a choppy video connection with three disconnections will tank your scores regardless of clinical quality. This means CX and IT are inextricably linked in ways traditional practices never faced.

Survey timing matters enormously. Surveys sent immediately after visits capture technical frustrations and wait time complaints. Surveys sent 24-48 hours later better reflect clinical outcomes but suffer from lower response rates. Most telehealth operations use immediate post-visit surveys for operational metrics and periodic relationship surveys for strategic planning.

Benchmark targets vary by specialty, but top telehealth performers achieve NPS scores of 60+ and CSAT above 90%. If you're below those thresholds, segment your data by visit type, provider, and time of day—the variance often reveals specific fixable problems rather than systemic issues.

Related terms: Average virtual wait time, Technical connection success rate, Virtual visit completion rate