UnitedHealthcare launched its 2018 National Account Client Survey this month to collect feedback critical to helping deliver value and experience to employers and their employees.
One key part of the survey is the measurement of UnitedHealthcare’s Net Promoter ScoreSM (NPS), which is based on the question: “How likely are you to recommend UnitedHealthcare to a colleague?”1 “Promoters” are those who, because they give a 9 or 10 response to the question, are highly likely to recommend UnitedHealthcare.
The NPS is the ultimate measure of how well UnitedHealthcare is listening to customers’ feedback and taking action on it. The company’s goal is to deliver an experience worthy of a strong recommendation by all customers.
UnitedHealthcare has continued to build momentum around NPS since 2006. Last year, it reached an all-time high2 and exceeded other business-to business company benchmarks3, as showcased here.
A few individuals at each client organization received e-mail invitations to participate in the survey by research vendor Market Strategies International. Each invitation included a link to the online survey which will be open until the end of November. In addition, some clients have been invited to provide feedback through an interview facilitated by their UnitedHealthcare account management vice president.
Results will be shared in 2019 and action plans will be developed by account teams where needed. Aggregate results will also inform UnitedHealthcare’s overall 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 2017 National Accounts Client Scorecard Surveys. Conducted by Market Strategies International.
3 Satmetrix Systems 2015 United States B2B Benchmarks