Meridian Dental

Customer satisfaction slide with NPS 52 and its six drivers

A satisfaction score on its own gives a team nothing to do, so the useful slide pairs the headline number with the statements that produced it. This one belongs to Meridian Dental, a fictional practice, and splits six survey statements into the three that scored highest and the three that need work.

Create a presentation with OneCraftOne 1920 × 1080 slide on the Metrics: Two-Row Stat Cards with Score Bars layout

NPS 52 and What Drives It

Highest rated by patients

Biggest opportunities to improve

The dentist explained my treatment in plain language

Communication

↑ 3 pts vs last year

Reception staff were welcoming and knew my history

Staff

↑ 5 pts vs last year

The surgery and the waiting room were spotless

Cleanliness

→ unchanged vs last year

I was seen within ten minutes of my appointment

Wait Time

↓ 4 pts vs last year

The fee I was quoted matched the fee I paid

Value

↓ 6 pts vs last year

Someone followed up with me after my treatment

Follow Up

↑ 2 pts vs last year

The finished slide as it renders, built on the Metrics: Two-Row Stat Cards with Score Bars layout.

What is on the slide

Headline: NPS 52 and What Drives It.
Highest rated by patients: The dentist explained my treatment in plain language, 94, up 3 points. Reception staff were welcoming and knew my history, 92, up 5 points. The surgery and the waiting room were spotless, 89, unchanged.
Biggest opportunities to improve: I was seen within ten minutes of my appointment, 66, down 4 points. The fee I was quoted matched the fee I paid, 61, down 6 points. Someone followed up with me after my treatment, 58, up 2 points.
Card anatomy: Each card holds the statement, a one word category, a score bar with the number beside the fill, and the change against last year.

When this is the right slide

Pair a headline score with its drivers when the audience has already seen the score and the meeting is about what to do next rather than what the number is.

What to swap it for

Metrics: 5 Progress Bars. Swap to five progress bars when there is no headline score to hang the slide on and the drivers are the whole story.

What this slide shows

The title reads NPS 52 and What Drives It, with a rule under it. Two labelled rows of three cards fill the rest of the canvas. The first row sits under highest rated by patients and holds the treatment explanation statement at 94, the reception staff statement at 92 and the cleanliness statement at 89. The second row sits under biggest opportunities to improve and holds the ten minute wait statement at 66, the quoted fee statement at 61 and the follow up statement at 58. Every card has the same four parts: the statement in two lines, a one word category in small caps, a horizontal score bar with the number printed at the end of the fill, and a change line reading up three points, down four points or unchanged against last year. The bar fill tracks the score, so the second row is visibly shorter than the first, and the arrows in the change line use the same glyphs across all six cards.

Who this slide is for and when to use it

A practice meeting, a quarterly service review or the customer section of a board pack. The audience has usually seen the headline score already, in an email or a dashboard, and what they need is the structure underneath it. Six cards is the right number because a team can plan against three strengths and three weaknesses in one sitting. The slide is less useful in two situations. When the survey has thirty statements, six cards is a selection and the selection needs to be defensible, so state the rule you used, such as the three highest and three lowest by score. And when the audience is external, a satisfaction slide usually needs the response rate and the sample size, which this layout has no room for and which belongs in the speaker notes or a caption on the next slide.

How to adapt it

First, keep one measurement type across all six cards. Scores out of 100, agreement percentages or five point averages are all fine, but mixing them makes the bars incomparable and the slide misleading. Second, choose the grouping headings to match the decision. Highest rated and biggest opportunities suits a service review; before and after training suits a follow up; branch A and branch B suits a comparison. The layout only cares that there are two groups of three. Third, use the change line for the previous survey, not for a target, because a target belongs in a scorecard with a variance column. If there is no headline score to put in the title and the drivers are the whole story, five progress bars carry the same information with more room for a description per row.

What makes this slide work

The headline score is in the title, not in a card

NPS 52 sits in the slide title, so the six cards can all be drivers measured the same way. Putting a net promoter score, which runs from minus 100 to 100, in the same row as agreement percentages would have produced a card whose bar meant something different from its neighbours.

Two of the six went backwards

Wait time is down four points and fee accuracy down six, and both sit in the second group under a heading that says these are the opportunities. A satisfaction slide where every arrow points up is read as a selection rather than as a survey, and the two falling scores are the only rows that will generate an action.

Statements, not labels

Each card carries the wording patients actually rated, such as the fee I was quoted matched the fee I paid, rather than a one word category like billing. The category still appears underneath in small type for grouping. Rating a statement rather than a topic is what makes a score comparable between years.

Questions people ask

Should a satisfaction slide lead with NPS or CSAT?

Lead with whichever the organisation is measured on, and show only one. This slide leads with NPS 52 in the title and uses agreement scores for the six drivers. Putting a net promoter score and a five point satisfaction average on the same slide invites the audience to compare two scales that do not compare.

How many drivers should be shown?

Six, in two groups of three, is a full slide and a workable agenda. Three strengths tell the team what to protect and three weaknesses tell them what to fix. More than six and the cards lose their statement wording; fewer and the slide could have been a sentence in the previous section.

Should falling scores be included?

Yes, and they should be grouped as such rather than hidden among the risers. Two of the six here fell, and those two are what the meeting will produce actions from. A slide of six improvements reads as curated, and the audience will assume that whatever was left off is worse than anything shown.

Where do sample size and response rate go?

In the speaker notes, in a caption on the following slide, or in the appendix. This layout has no field for them, and squeezing them into a card would cost one of the six statements. A practice that surveys everyone monthly should state the sample once in the deck rather than on every satisfaction slide.

Can the same layout compare two locations?

Yes. Keep the six statements and change the two group headings to the two locations, with three statements each, or put the same three statements in both rows with each location's score. The second version is the more useful comparison, because the reader is holding the statement constant and varying only the site.

How often should this slide be rebuilt?

Once per survey cycle, and with the same statements each time. The value of the change line depends on the wording staying identical, because a rewritten statement resets the series. If a statement has to change, mark that row as new rather than showing a change against a question nobody was asked.

Build your own in about a minute

The button below opens the generator with this use case already described. Change the wording to match your own, generate, then edit anything you like.

Make one like this

Sources

Written and checked by the OneCraft team. Last checked 20 September 2026.