This report uses the Net Promoter Score to benchmark the customer experience of U.S. consumers who have health insurance with the following providers: AETNA, Anthem, BlueCross BlueShield of Florida, BlueCross BlueShield of Illinois, CIGNA, Humana, Kaiser Permanente, Medicare, and United Healthcare. Data for this report was collected in Q4 2010 using an opt-in email survey with consumers who had used the products or services of these providers within the previous year.
Net Promoter® is both a customer loyalty metric and a business discipline for using customer feedback to fuel profitable growth. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's book, The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty.
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