NEV indicators

NEV stands for “Net Emotional Value.” It is a metric used to assess the emotional perception our patients have about our services through AI – Artificial Intelligence, taking into account both positive and negative emotions. This metric helps COA better understand the patient experience and manage loyalty.

Emotion refers to an affective state experienced by a person in response to certain stimuli, situations, or thoughts. Emotions can be positive—such as joy and love—or negative, such as sadness and fear. In the context of the patient experience, emotions play a crucial role, as they influence how patients perceive and respond to the service provided, affecting both satisfaction and loyalty.