[PDF] Policy briefing : the Friends and Family Test (FFT)

Source:
Picker Institute Europe
Publisher:
Picker Institute Europe
Publication date:
05 August 2014

Abstract

This policy briefing looks at the evolution of the FFT from its roots in the Net Promoter Score and briefly trace its history.  It then considers why the FFT has been associated with so much controversy, reflects on the key recommendations in the latest review, and asks whether they go far enough to address the critics’ concerns.