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, we’ve recently launched our 2019 National Account Client Survey. The survey evaluates UnitedHealthcare’s performance in a variety of areas including available products, 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 from the client survey. Using NPS as a barometer, it is our goal to deliver an experience worthy of a strong recommendation by all customers. 

Email invitations to participate in the survey were recently distributed to a few individuals at each client organization by Escalent, UnitedHealthcare’s third-party research vendor. In addition, some clients were invited to participate in an interview facilitated by their UnitedHealthcare account management vice president.

Client feedback will be collected throughout the month of November, with an aim to share results in 2020 that can 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. 

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.