Today we’re excited to share with you Part 1 of our latest white paper: Net Promoter Score: Features, Economics, Application in Health Care.
It’s no secret that, historically, health plans have had one of the lowest Net Promoter Scores (NPS) across industries. A measure of consumer satisfaction based on how likely people are to recommend a company to others, NPS offers plans a powerful way to assess the economic value of consumer affinity.
High-NPS companies typically have the following characteristics in common: they are simple and reliable; offer great customer service, along with a consistent and personalized experience; and have a unique value proposition.
What does this all mean for health care? As the industry shifts to value-based performance—driven by the health care consumer—plans must shift from a B2B to a B2C model to be successful.
In this new era of health care, the consumer is in control and exceptional member experience is the route to differentiation and growth.
Our white paper outlines the importance of NPS for health plans in further detail. Get a sneak peek here:
“By focusing on what matters most to customers—and managing the common negative emotions associated with interacting with an insurance provider—there’s an opportunity to improve NPS. This is good news for insurers who are focusing on becoming more customer- or member-centric. To that end, statistical analysis has revealed four essential elements for a higher NPS in the health insurance space. Plans should meet member needs, be easy to do business with, offer enjoyable interactions and develop trust.”
Download the full white paper to learn more, and stay tuned for Part 2, where we’ll examine how a well-designed rewards and incentives program can build consumer trust, drive high-value engagement and boost NPS.
NovuHealth is the health care industry’s leading consumer engagement company. Combining performance analytics, behavior science and comprehensive technology solutions, our rewards and engagement programs enable health plans to increase high-value member activities—improving member health and driving plan performance. Visit us at novu.com.