In the world of customer service, it’s relatively easy to know when customers are dissatisfied – they complain or take their business elsewhere.
It’s much harder to measure satisfaction. At least it was until the Net Promoter Score (NPS) came along in 2003. Since then, it has been widely adopted in the health insurance industry as a proven way to measure customer loyalty. Given Quartz’s service commitment and spirit of continuous improvement, NPS is a natural addition to our measurement tools.
In October, NPS was rolled out to our four customer groups: 1) members; 2) employer groups; 3) agents and 4) providers. We will continue to randomly survey a small number of members monthly.
The other three groups (including employer group contacts) will be surveyed twice a year, with the next round scheduled for May 2019. If you are selected to receive an NPS survey, you might be surprised to see it’s just one question! It’s simple and takes less than a minute to complete, but your feedback really matters.
Visit QuartzBenefits.com/membersatisfaction to see how we’re doing.