Survey of more than 6,220 customers gives eHealth a customer loyalty
score well above insurance industry benchmarks
MOUNTAIN VIEW, Calif.–(BUSINESS WIRE)–eHealth’s Medicare Customer Care Team received a Net Promoter Score
(NPS) of 73, reflecting exceptional customer loyalty, according to the
results of an NPS survey published today by eHealth, Inc. (NASDAQ:
EHTH). eHealth operates eHealthMedicare.com, Medicare.com, and
PlanPrescriber.com for Medicare insurance customers, as well as
eHealth.com, the nation’s first and largest private online health
insurance exchange for individual and family health insurance shoppers.
eHealth’s NPS survey was taken by 6,2291 customers who worked
with a licensed eHealth agent to enroll in a Medicare Advantage plan,
Medicare Supplement plan, or Medicare Prescription Drug Plan between
January 1, 2015 and December 31, 2015.
“These results are a spectacular reflection on the quality, dedication
and performance of our front-line customer service team and the
management team that supports them,” said Robert Hurley, executive vice
president of sales and operations for eHealth, Inc. “Last year
over 35% of our sales came from repeat customers and customer referrals2,
which underscores the value we’re providing to people when they engage
with us online and over the phone.”
NPS measures the loyalty that exists between a customer and a business
on a 200-point scale that ranges from -100 to 100, with scores over 50
being considered especially desirable. In an NPS survey, customers are
asked to use a scale of 0 to 10 to rate how likely they are to refer the
business to a friend – 10 represents the best score. A high NPS is
associated with strong and valued relationships that drive higher
customer retention rates and loyalty.
According to a 2015 report from Satmetrix3, the health
insurance industry’s average NPS is 12, which makes eHealth’s NPS of 73
a clear indication of exceptional customer loyalty. In eHealth’s NPS
survey, 84% of the 6,229 respondents gave eHealth’s Medicare Customer
Care Team a score of 9 or 10.
1 Source: This data was collected from an online survey of
over 6,220 eHealth customers who enrolled in a Medicare Advantage plan,
Medicare Supplement plan, or Medicare Prescription Drug plan through
eHealth between January 1, 2015 and December 31, 2016.
2 Source: This data was collected from an online survey of
over 1,400 eHealth customers who purchased health insurance from eHealth
in 2015. The survey was conducted between April 1 and April 31, 2016.
3 Source: Satmetrix 2015 Consumer Net Promoter Benchmarks (https://www.netpromoter.com/compare).
eHealth, Inc. (NASDAQ: EHTH) owns eHealth.com, the
nation’s first and largest private health insurance exchange where
individuals, families and small businesses can compare health insurance
products from leading insurers side by side and purchase and enroll in
coverage online. eHealth offers thousands of individual, family and
small business health plans underwritten by many of the nation’s leading
health insurance companies. eHealth (through its subsidiaries) is
licensed to sell health insurance in all 50 states and the District of
Columbia. eHealth also offers educational resources and powerful online
and pharmacy-based tools to help Medicare beneficiaries navigate
Medicare health insurance options, choose the right plan and enroll in
select plans online through Medicare.com (www.Medicare.com),
and PlanPrescriber.com (www.PlanPrescriber.com).
For more health insurance news and information, visit eHealth’s Consumer