Working to improve the customer experience based on National Account client feedback

In an effort to continually improve the health plan experience and value for National Account clients, UnitedHealthcare will be launching its 2020 National Account Client Survey at the end of October. The survey evaluates UnitedHealthcare’s performance in a variety of areas including product offerings, account management and member experience.

UnitedHealthcare’s Net Promoter Score® (NPS®), which is based on how likely a customer is to recommend UnitedHealthcare to a colleague, serves as a key measurement in the survey. Using NPS as a barometer, it is our goal to deliver an experience worthy of a strong recommendation by all customers.

E-mail invitations to participate in the survey will be sent to a few individuals at each client organization by Escalent, UnitedHealthcare’s third-party research vendor. Alternatively, some individuals will be invited to an interview facilitated by their UnitedHealthcare account management vice president.

Client feedback will be collected for several weeks and results will be used to inform both client-specific action plans as well as UnitedHealthcare’s overall business priorities.

Please contact your UnitedHealthcare representative with any questions or to discuss the survey in greater detail. 

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Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.