.png.aspx?width=994&height=185)
August 12, 2025
Press Ganey Surveys Come to a Close: New Approach to Client Satisfaction Surveys Coming Soon!
We’re launching a new way to collect client feedback because our current survey process hasn’t changed in over 20 years, and response rates have dropped to just 3%. We launched a similar process last year with our Kaiser clients, and the response rates are consistently three times higher!
Here's What's Changing
- Text message delivery: Surveys will be sent via automated text messages with reminders to increase response rates.
- Three touchpoints: Clients will receive a brief survey after Evaluation, Funding, and Delivery — giving us real-time feedback at each stage.
- Short and simple: Surveys will be under 6 questions and take less than 2 minutes to complete.
- 5-point rating scale: 5 = Strongly Agree, 1 = Strongly Disagree.
- Google reviews: Clients rating us a 4 or 5 will be prompted to leave a Google review, boosting our online visibility.
- Alerts for low scores: A rating of 2 or below triggers an automated alert to the appropriate leader for follow-up.
- Daily reporting: Results will update every 24 hours in Power BI.
- Applies to new equipment orders only. Repairs, home access, and supplies will be added once the new process is up and running in all U.S. branch locations.
Timeline
- August 1: Current Press Ganey surveys ended.
- Early August: Pilot begins in one region.
- By October 1: Full rollout planned for all U.S. locations.
Click here to learn more and view the survey questions. We will provide progress updates along the way. If you have questions, please send them to feedback@nsm-seating.com.
COMPANY
NSM Travel & Expense (T&E) Policy Enforcement Reminders
As we continue to enhance operational efficiency,
whether you are a corporate cardholder or a non-corporate cardholder submitting an expense for reimbursement, please take the time to review the requirements outlined in our
Travel and Entertainment (T&E) Policy.
NSM's Finance Team has identified numerous inconsistencies in the submission of expenses throughout the organization.
Incomplete or late submissions can affect processing timelines and create unnecessary administrative burdens on several internal teams.
While the policy itself hasn't changed, we all must comply more consistently.
With this in mind,
effective August 1, corporate cards may be suspended if expenses aren't handled within the necessary timeframe. Please act quickly to stay compliant and take a moment to review the helpful resources above, including the
Travel & Expense (T&E) Policy Critical Reminders document, which provides key reminders on various expense submission topics.
We all play a role in ensuring expense submissions are timely, complete, and accurate. Adhering to these requirements supports both individual accountability and company-wide compliance with our T&E Policy.
For any questions or concerns, contact us at
expenses@nsm-seating.com. Thank you for your continued attention and support.
August Off to a Strong Start with 4.4 Google Review Rating Average
August is off to a strong start with a
4.4 overall Google Review star rating for the company and 53 total reviews in the first eleven days! This is a positive uptick after closing July with a
4.2 overall rating. A huge thank you and shoutout to those who have been actively 'just asking' for positive Google Reviews from happy clients.
Let's keep this positive momentum going and remember the importance of the power of a positive Google Review rating and continue to just ask happy clients for more reviews. The more positive scores, the higher your overall star rating will climb. Click here to view helpful Google Review resources.
Click here to download and view the current leaderboard. Currently, 55% of NSM branches have reached the goal of a 4.0 - 5.0 score, while 16% are on the cusp between a 3.5 and 3.9, and 29% of NSM branches are sitting between a 1.0 and 3.4 Google Review rating.
Below we've outlined a division breakdown of results for August (as of August 8) and 2025 so far.
August Google Review Rating Update by Division
- Access Standalone: 5.0 (1 total review)
- Canada: 5.0 (1 total review)
- North Division: 4.5 (17 total reviews)
- South Division: 4.5 (14 reviews)
- West Division: 3.7 (3 reviews)
2025 Year-to-Date Google Review Rating Update by Division
- Access Standalone: 4.7 (63 reviews YTD)
- Canada: 4.8 (214 reviews YTD)
- North Division: 4.3 (368 reviews YTD)
- South Division: 4.5 (555 reviews YTD)
- West Division: 4.0 (230 reviews YTD)
Crispin Provides Updates on Our Key Priorities & How They Impact Client Experience in August CEO Update
If you have not already, be sure to take time to read the August issue of the CEO Update. This month's issue is full of updates on everything from why cybersecurity is more important than ever, NSM's Centralized Call Center now supporting the U.S., how AI is reducing administrative burden, how proactive client outreach is keeping our clients moving, and more!
PEOPLE
Invite Your Referral Partners to a Momentum Academy Event in Your Area
NSM's Momentum Academy events are a great touchpoint for you to connect with your referral partners and invite them to register for an event in their area.
As a reminder, these events offer a new way for clinicians to learn about Complex Rehab Technology (CRT) while earning continuing education credits for their time with the NSM Momentum Academy event series. Momentum Academy is designed to educate clinical partners, including physical therapists, occupational therapists, and other healthcare providers about best practices in mobility solutions and CRT.
Upcoming Event Dates
- August 26 - Nashville, TN
- September 05 - Anaheim, CA
- September 18 - Chicago, IL
- September 23 - Orlando, FL
- October 01 - Charlotte, NC
- October 24 - Oklahoma City, OK
August Employee Milestone Anniversaries
Click here to see which NSM employees are celebrating an August milestone anniversary of 5, 10, 15, 20, 25, 30 or 35 years. Congratulations on your anniversary. Thank you for your service!
2025 Tobacco Cessation: Start Your Journey to Quitting TODAY!
As part of our commitment to the care and concern for the physical well-being of our employees, their families, and our customers, National Seating and Mobility remains focused on providing a safe and healthy workplace that includes initiatives aimed at reducing tobacco use among our employees. Tobacco use is not only life-threatening, but treatment of the associated diseases increases Medical, Dental, Disability, and Life insurance costs for NSM and our employees. To support you in quitting the use of tobacco, NSM has partnered with BCBS to offer free tobacco cessation coaching programs. Click here to learn more!
PURPOSE
Mission Moment: NSM Plainfield Team Helps Secure Much Needed Equipment Just in Time for School
NSM Funding Specialist, Jennifer Gilly, and the entire NSM Plainfield, NY Team helped make a difference for NSM client, Hunter, just in time for the school year to begin!
Jennifer teamed up with Hunter’s mother, Nicole, clinicians, and the insurance company to secure funding for Hunter’s equipment before school started. When she discovered that the request had been denied, Jennifer immediately took action to gather the necessary information for a resubmission and urged Hunter’s insurance to expedite their review so that he could receive his wheelchair promptly. Thanks to her quick request, the approval came through the very next day!
When Jennifer shared the wonderful news with Nicole, she exclaimed, “Thank you for advocating for us! He loves everything you’ve helped him with. Here are a few pictures of him enjoying his equipment. I know it must be challenging to see all the happy customers from the office, so we’re delighted to share the results of your hard work!” Excellent work, Jennifer Gilly, Gail Walsh (Branch Manager), and the entire NSM Plainfield, NY Branch Team!
5-Star Google Review Shoutouts
5-Star Shoutout for Branch 47 (Southborough, MA)
Last week, Randy Brand was at our home to service my Quantum Powerchair. Randy was beyond a “10.” He was punctual, polite and interested in his task. He offered lots of unsolicited information about the chair and answered the questions we had. He was professional and personable. It was my first service since receiving the chair in March 2020, and it reinforced my comfort level with National Seating & Mobility. I don't often post feedback, but Randy was exceptional.
5-Star Shoutout for Branch 68 (Nashville, TN)
I have been getting my son’s mobility equipment through NSM for almost 3 years, and I have nothing but great experiences with them. The team at their main office is both amazing and incredibly helpful, making sure my son is comfortable while using his wheelchair and walker. Thank you for all you do!
5-Star Shoutout for Branch 151 (Jacksonville, FL)
My son received his power wheelchair via personal delivery, and the experience was outstanding! The care and detail put in was so appreciated! We felt cared for and thought of! Thank you so much, NSM, for the phone calls and follow-up, for the delivery and demonstration! Very personable!
View more 5-star Shoutouts on the Google Review WNSM page.