Express Scripts Holding Company is an American Fortune 100 company as of 2013, the 20th-largest in the United States and is the largest pharmacy benefit management organization in the United States, with 2013 revenues of $104.62 billion.
Headquartered in St. Louis, Missouri, Express Scripts provides integrated pharmacy benefit management services including network-pharmacy claims processing; home delivery pharmacy services; specialty pharmacy benefit management, through its subsidiary Accredo; benefit-design consultation; drug-utilization review; formulary management; and medical and drug data analysis services to manage drug plans for health plans, self-insured employers and government agencies. One of its largest clients is the United States Department of Defense's Tricare program.
Express Scripts also offers pharmacy benefit management services for workers' compensation insurance programs. The program is accredited by URAC, the nation's largest accrediting body for pharmacy benefit management companies.
|Products||Prescription Benefit Management, Specialty Prescription Management|
|Traded as||NASDAQ: ESRX NASDAQ-100 Component S&P 500 Component|
|Key people||Tim Wentworth President and CEO|
|Founded||St. Louis, Missouri (1986)|
NPS is a customer loyalty metric that measures customers’ willingness to not only return for another purchase or service but also make a recommendation to their family, friends or colleagues.
It is a powerful and effective technique, which can greatly increase a company's revenue if used properly.
The main advantages of NPS are close correlation with a company's growth and easy collection, interpretation and communication of the data.
Net Promoter Score is a number from -100 from 100.
Scores higher than 0 are typically considered to be good and scores above 50 are considered to be excellent.
The industry average for Health Care: Pharmacy and Other Services is 0.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Express Scripts Holding sends out NPS surveys immediately after purchase, they are tracking their customers' initial excitement and the checkout experience.
On the other hand, if they survey their customers a few weeks after the purchase they are also tracking how satisfied their customers are with their products and services over time.
Therefore, comparing the NPS score of Express Scripts Holding with your own without any further context is not that useful.
What is extremely useful though, is using the NPS methodology to track the satisfaction of your customers over time. That's where Customer.guru comes in.
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We have estimated the Net Promoter Score of Express Scripts Holding based on the publicly available information
including the sentiment of the company-related tweets, 3rd party reviews, and Alexa ratings.