The good news for health insurers is that they’re improving their reputation, but they still aren’t receiving high service marks from customers. Satmetrix released its 2011 Net Promoter Industry Benchmarks for 17 industries, including auto, health, homeowners and life insurance.

More than 22,000 U.S. consumers nationwide rated up to two companies from whom they have purchased products or services within the previous 12 months. A company’s Net Promoter Score (NPS) is based on customers’ likelihood to recommend the company. NPS is calculated as the percentage of customers who are Promoters, rating the company nine or 10 on a zero-to-ten point scale, minus the percentage who are Detractors, rating six or lower. Consumers also rated each company on various aspects of customer experience, including product or service features, customer service and overall value.

Register or login for access to this item and much more

All Digital Insurance content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access