Quadient always seeks to improve our knowledge about customer experience in the industries we serve, and we were excited to read a new Forrester report about NPS (Net Promoter Score) trends for several industries we serve. Forrester’s recent Trends Report is available to Forrester Subscribers, “The US Net Promoter Rankings, 2022: Net Promoter Scores And Rankings For 221 Brands Across 13 Industries.” This report includes information about trends in NPS scores for key industries, but the section on US Health Insurers was particularly insightful.
The Health Insurers section indicates rising NPS for the industry. Quadient sees this as a sign that many US Health Insurers are increasing customer experience quality faster than the rate of increased customer expectations. Critical member, patient, pharmacy, and provider communications applications generate billions of omnichannel customer experiences, whether they are automated batches, individually triggered by events, or created during a call center interaction.
Quadient was proud to see more than half of the above average scoring companies use Quadient’s Inspire technology in various stages of their digital transformations. With so many challenges facing US Health Insurers, including rising customer expectations for clarity, increased communication frequency, growing regulatory complexity, and expanding channel requirements, it is not surprising to see Quadient customers outperforming the industry in NPS scores.
The timing of this report is critical as important developments are imminent. With the November 15th closing of public comments for the “Advanced Explanation of Benefits and Good Faith Estimate for Covered Individuals” communications, US Health Insurers are awaiting requirements and implementation timelines for new communications that require more types of data, new types of calculations, additional data privacy risks, and potential for increased call volume if implemented without a customer experience approach.
We know Quadient customers are up to the challenges, and we’re proud to see so many of the above average companies are using Quadient technology to achieve amazing NPS scores. Their members are saying, “10 out of 10! Would recommend!” We couldn’t agree more. 10/10 for Quadient’s Health Insurer clients!
