US · guidance
CMS Pub. 100-09, ch. 6, § 70.4
POE Measurement
Providers rely on POE education to be presented with clarity by knowledgeable staff. MACs should
offer education that providers consistently value and would recommend to their colleagues as their first
choice to get reliable information.
POE provided by MACs shall be reviewed throughout the contract year for each jurisdiction. Scores
are assessed during the evaluation period using results from the MCE survey. For the evaluation
period, MACs shall maintain a
• POE Net Promoter Score (NPS) of 65
• Likeliness to Return score of 4.7
NPS is a nationally recognized tool that measures customer experience and predicts growth. The
Likeliness to Return score evaluates the confidence providers have in the delivery of the education and
its beneficial content.
All scores are derived from the Shared Dashboard within the Survey Contractor Platform.
History
(Rev. 13683; Issued: 04-08-26; Effective: 05-08-26; Implementation: 05-08-26)
Provenance
- Source
- cms.gov
- Retrieved
- 2026-08-25
- Edition
- iom-2026-08-25
- Content hash
a6b44329f0a6cd549d3d83b674af1778bf6657f37bd7eb2b292282f1ee841e1d
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