World-Class service
OUR COMMITMENT TO EXCEPTIONAL EXPERIENCE
Net Promoter Score® (NPS)
Net Promoter Score (NPS) is the gold standard of customer experience metrics. First developed in 2003 by Bain and Company, it’s now used by millions of businesses, including more than two-thirds of Fortune 1000 companies, to measure and track how their customers perceive them. NPS measures customer happiness, how a brand is perceived, and can be a leading indicator of growth. The survey’s simplicity and straightforward results make it easy for organizations to execute.
How NPS Works
NPS measures client satisfaction by asking a single question: “How likely is it that you would recommend Core Assurance Partners to a friend or colleague?” Clients are sent this question via email and submit numeric answers ranging from 0 (unlikely) to 10 (very likely).
Respondents are categorized into three groups: Detractors (0-6), Passives (7-8), and Promoters (9-10). The Net Promoter Score is calculated by subtracting the percentage of detractors from the percentage of promoters, ranging from -100 to 100.
Core's Results
A critical aspect of delivering exceptional experience is direct feedback from our clients, which is why CORE launched its first NPS emails to all our active clients in July 2021. Statistics show that the average NPS in the insurance industry is 34%, which made it a priority for us to invest in NPS.
CORE is proud to say that we received very positive responses from our clients. Overall, our average NPS is 92, meaning that 92% of our clients would recommend us to a friend or colleague.
What's Next
Client experience is integral to the mission of Core Assurance Partners, which is why we follow up individually with every respondent. Since launching our NPS initiative, results have been shared with the entire organization. We share every score received with our team so that employees might better understand both our strengths and areas in need of improvement.
We analyze the responses for actionable takeaways and ask questions when the service experience has increased or decreased between surveys. We are tracking many other data points, and our ultimate goal is to align these metrics with our organic growth strategy to gain a truly holistic view of our client experience.
CORE is relying on NPS to help us continue to prioritize and better understand our clients. We remain dedicated to getting the client experience right.
