Results from the February Net Promoter Score survey
Thanks to everyone who completed our Net Promoter Score (NPS) survey this past February. NPS is an important way Quartz measures the customer experience of all four of our customer groups (member, employer, agent, and provider) and their overall perception of Quartz.
Net Promoter Score (NPS) measures the agent experience by asking, “How likely are you to recommend Quartz to a friend or coworker?”. This metric is a standard loyalty metric used across industries and can range from -100 to 100. As a follow-up, Quartz asks the open-ended question “Could you please explain why you feel that way?” to determine key drivers of our score & an opportunity for customer experience testimonials.
We’re happy to report that our Agent population is very likely to recommend Quartz! Our Net Promoter Score for the first half of 2021 is 50. Common comments received mention our customer service team, great products, and our responsive sales staff.
We will be reaching out to all our agent contacts again in August to ensure we’re continuing to deliver the best customer experience we can. If you have any immediate feedback you’d like to provide, please contact your primary account executive at Quartz.
Thank you again for your honest participation – we welcome your feedback now and in the future.