eHealth is proud to announce our highest NPS yet.
When you find something really great, you want to share it with your friends.
That’s the idea behind the Net Promoter Score, a standardized measure of customer satisfaction. It’s based on a single question: “On a scale of 0 to 10, how likely are you to recommend this company’s product or service to a friend or colleague?”
Based on responses to this simple question, a calculation is made. The final output will be a number that falls somewhere between -100 to 100. The higher the number, the more likely people are to recommend the company or service to a friend.
eHealth takes its Net Promoter Score seriously. It shows us how well we’re doing when it comes to serving customers’ needs. By tracking our score on a monthly and quarterly basis, we can see if we’re improving or falling behind.
But here’s some news we’re really proud of:
In the first quarter of 2018, eHealth reached a new milestone when our Medicare customers awarded us our highest-ever Net Promoter Score of 91!
To give you an idea of how awesome that is, consider these comparisons1:
- The average score in the health insurance industry is 18
- Online shopping and online entertainment both score 39
- Department and specialty stores average 58
In other words, eHealth is really doing something right when it comes to serving the needs of our Medicare health insurance customers.
We know that some customers want a big selection of choices and simple online shopping tools. Others want personal help from a licensed agent who can give them advice and insights to help them settle on a plan. That’s why we offer both.
Frankly, we’re less interested in selling you something today than we are in building a long-term relationship with you. We want to be your health insurance agent for life: the one you turn to first no matter what your coverage needs are, and no matter how they may change over time.
That’s why we work hard to match every eHealth customers with the best coverage available for their personal needs and budget.
Apparently, all that hard work is paying off. Thanks!
NetPromoter and NPS are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.