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Creating exceptional customer enthusiasm (or, “member” enthusiasm in our case) is the single strongest way to build and sustain top-tier growth over the long run. We use Net Promoter Score (NPS) to measure that enthusiasm, understand how it is created or threatened, and identify “promoters,” who are the most loyal and enthusiastic ambassadors of the company.

NPS data is collected through surveys, including an annual member survey and claim satisfaction survey that is distributed after every claim is closed, regardless of whether a payment was made. These surveys, which are rich with quantitative data and mountains of insightful comments, allow us to determine the impact that certain people, products, services (e.g., claims, billing) and other interactions have on the member experience.

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