What You Told Us: 2025 Zest Pediatrics Member Satisfaction Results
Every year, we ask our Zest families to tell us—honestly—how we’re doing. What brings you peace of mind? Where can we do better? And how can we continue building a model of pediatric care that truly supports families?
Your feedback was energizing. You reminded us why Zest exists: to put relationships back at the center of pediatrics.
Here’s what you told us: what’s working well and where we can continue to grow.
First and Foremost – We Are Succeeding at Providing a World-Class Patient Experience
Your ratings were extraordinary.
The Net Promotor Score (NPS) is a standard measure of patient loyalty and satisfaction. Our Net Promoter Score (NPS) this year was 94. To put that in perspective: NPS can range from -100 to +100, and scores in the 90s are almost unheard of in healthcare. This is a powerful reflection of the trust families place in their Zest pediatrician.
Families consistently told us Zest feels like:
“The way medicine is supposed to be.”
“A pediatrician who feels like family.”
“Worth every penny.”
Access That Makes a Difference
Direct access to your pediatrician is the heart of the Zest model. And this year’s survey confirmed how meaningful that access truly is.
99% of families have texted their pediatrician
79% have sent photos or videos for real-time guidance
94% have reached out outside traditional office hours
And the impact is significant:
86% avoided an unnecessary office visit
70% avoided an urgent care visit
38% avoided an ER visit
For many families, this access has replaced the consistent anxiety that results from lack of access and communication in a conventional office with confidence—and saved time, money, and stress.
Additionally, families described communication as:
“Shockingly easy”
“Immediate and personal”
“Life-changing in the early months”
And the emotional connection showed just as strongly:
77% feel very connected to their pediatrician
17% feel somewhat connected
Only 6% feel neutral
That means 94% of families feel a meaningful relationship with their Zest doctor.
Strong Value, Clear Impact
When asked about the value of a Zest membership:
58% said “Exceptional value”
35% said “Good value”
Only 8% said “Fair,” and 0% said “Poor value”
Families described Zest as:
“Life-saving.”
“The best decision for our family.”
“A must-have for new parents.”
“Worth its weight in gold.”
You also shared stories of:
less missed work
fewer late-night urgent care worries
more confident parenting
happier, calmer kids during appointments
Parents consistently shared that Zest has reduced anxiety, simplified decision-making, and made them feel supported instead of alone.
ZAPS & ZAPS+ Are Working — But We Can Improve Awareness
ZAPS (our free educational programs) and ZAPS+ (our one-on-one sessions with clinical support team members) continue to be highly valued. But many families shared that they didn’t know all these services existed or weren’t sure how to access them.
From the survey:
56% were unaware of ZAPS+ one-on-one support
The most common reason for not attending ZAPS educational webinars: too busy, forgot, timing issues
And from the free-responses, you asked for:
more content for older kids (tweens/teens)
more reminders and easier access to recordings
mental health and behavioral health sessions
refreshers on what’s included in ZAPS+
This feedback is incredibly useful. Thank you! We will address each of those suggestions.
More Frequent Well-Visits and Check-up Type Appointments
One theme that surprised (and delighted) us was how many families want and think they would benefit more frequent well-visits as children grow. Only 12% of responders felt that their child, once over 2 years of age, should only be seen once a year for a check-up or well-visit. And we agree!
In insurance-based practices, well-visits are typically limited to once a year. But in real life, kids grow, change, and need guidance far more often than that. That’s why we designed Zest as we did.
Finally, Thank You
Every comment you left, every compliment, and every critique helps us build a better Zest.
What families shared in this survey reinforces something we’ve believed from day one: Kids do better when pediatricians have the time to truly know them. Parents breathe easier when they can reach their doctor directly. And medicine works better when care is built on deep relationships, not high-volume rushed visits.
We’re grateful you’ve welcomed Zest into your families.
We’re honored to grow with you.
And we’re committed to making Zest even better. Together.
