Over the week we’ve read a very interesting case study on an insurance agent. It’s interesting due to the fact that the company claims to have received a Net Promoter Score of +98 – A score in which we believe is unusually high. Nevertheless, we’ll provide you with some of the details on how they reached such a milestone.
The insurance industry is one industry that is not usually known for its high level of customer satisfaction. The company insureon however is changing such a perspective having received a Net Promoter Score of +98.
Insureon, an online insurance agent implements the Net Promoter throughout the business and in late 2012 recorded a staggering Net Promoter Score of +98.
The company was able to achieve such a high level of customer satisfaction in a tough industry through the information and feedback provided through Net Promoter implementation. The Net Promoter provides vital information on the key issues and drivers of a business.
Such information and feedback allows businesses like insureon to identify focus areas of the business and make rationalised changes; changes which can have a profound impact on the company.
It was the feedback from Net Promoter implementation which lead to isureon discovering underlying issues within their website, operations and responsiveness. The Net Promoter allowed the company to listen to what their customers were saying and make modifications based on their feedback.
Insureon wasted no time and used the feedback provided by Net Promoter and made it a point to improve and heighten the customer experience at all costs. In doing so, the company received an extremely impressive NPS of +98 – setting the standard in customer satisfaction and experience.
Have you implemented NPS?