News, Syndicated Studies

Video Series: Have We Moved Beyond NPS?

Did you miss our video series? Lisa Weber-Raley, Greg Hershberger, and Doug Kincaid recently sat down to talk about the use of Net Promoter Score (NPS) as a metric in the health and wealth industries. NPS is traditionally asked as “How likely are you to recommend (company name) to your friends and family?” with responses on a 0-10 scale.

The underlying thought tends to be that a high NPS means a happy customer is driving their friends and family to enroll or select them. However, a Greenwald Research survey suggests those kinds of carrier choice or enrollment conversations are not happening: 54% of those with health insurance and 57% with a life/disability policy do not talk to family and friends about picking a carrier, which might be because a sizeable portion of Americans feel a lack of choice in the matter, especially when many obtain their health and ancillary benefits through their employers.

Why, then, do we continue to ask consumers if they would be likely to recommend their {carrier company}?

Our video series explores the following concepts as they relate to NPS:

  • Defining what it is and how it’s currently used
  • Getting to the root of what your organization really wants to measure
  • Measuring how well your organization delivers promises to the end consumer
  • Capturing and examining the “why” behind responses to see what’s really driving changes in score

Watch the Series

Where do you stand on this issue? Let’s talk more about better ways to measure NPS or to figure out the measurement that best works for your organization.