Three Cheers for ArmadaCare’s Service Team!

Benefit Trends March 20, 2019

We are very excited to announce that ArmadaCare has once again received a “best-in-class” Net Promoter Score (NPS). This is the fourth year in a row of a rising NPS score. With our latest NPS score of 75, we’ve surpassed other leading companies in customer satisfaction, like Amazon (+69), Jet Blue (+74) and USAA (+73).

What is NPS?

NPS is a simple and easy way to measure loyalty and the likelihood of customer referrals. At its core, NPS consists of one easy question: “How likely is it that you would recommend this company or product to a friend or colleague?” It’s based on a simple 0 to 10 scale. A zero means that the respondent would not recommend the service to someone else, while a 10 indicates that he or she is extremely likely to recommend it.

Each number then falls into one of three categories:

  • DETRACTOR – A score of 6 or below
  • PASSIVE – A score of 7 or 8
  • PROMOTER – A score of 9 or 10

The actual NPS is calculated by subtracting the percentage of detractors from the percentage of promoters; passives don’t count. So, it’s much easier to have detractors than promoters, skewing the odds in a lower score’s favor. Simply receiving a positive score is hailed as excellent by numerous companies!

ArmadaCare’s Commitment to Service Excellence

In 2015, we measured our NPS for the first time and were thrilled with the results: +58. Every year since, we have seen our score increase, a testament to our commitment to continuous service improvement. We have always been focused on providing the highest standard of customer service possible, but until NPS, we had yet to find a way to truly measure how we were doing. NPS has confirmed that our commitment to service has a positive impact.

In addition to this best-in-class NPS score, ArmadaCare’s service team was awarded a Bronze Stevie Award, an international business award for Innovation in Customer Service. And now, with a score 62 points higher than the health insurance industry average (+13), we can’t wait to keep bringing great service to the health benefits landscape!

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