In mid-November, UnitedHealthcare will launch its 2017 National Account Client Survey. The feedback collected through this annual survey is critical as we work to help deliver the value and experience you, your employees and their families expect and deserve.
One key part of the survey is the measurement of our Net Promoter Score® (NPS), which is based on a single question: “How likely are you to recommend UnitedHealthcare to a colleague?”1 “Promoters” are those who are highly likely to recommend us, giving a 9 or 10 response to the question.1
We use the NPS as the ultimate measure of how well we’re doing at listening to our customers’ feedback and taking action on it through our people, products and operations. Our goal is to deliver an experience that’s worthy of a strong recommendation by you and all of our customers.
We’re looking forward to evaluating our efforts through this year’s survey and continuing the momentum we’ve been building around NPS since 2006, as we showcased in an article this Spring. While our client NPS reached an all-time high last year and exceeded other business-to business company benchmarks, we’ve set even loftier goals for 2017.2,3
During the middle of November, email invitations will be sent to a few individuals at your organization by our research vendor, Market Strategies International. Each invitation will include a link to the online survey which will be open until mid-December. Results will be shared with you in 2018 and used to inform UnitedHealthcare’s business priorities.
Please contact your strategic client executive with any questions or to discuss the survey in greater detail.
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.
1 Reichheld, Frederick F. (December 2003). One Number You Need to Grow. Harvard Business Review.
2 UnitedHealthcare 2016 National Accounts Client Scorecard Surveys. Conducted by Market Strategies International.
3 Satmetrix Systems 2015 United States B2B Benchmarks