Humana Inc. is a for-profit American health insurance company based in Louisville, Kentucky. As of 2014 Humana has had over 13 million customers in the U.S., reported a 2013 revenue of US$41.3 billion, and has had over 52,000 employees. In 2013, the company ranked 73 on the Fortune 500 list, which made it the highest ranked company based in Kentucky. It has been the third largest health insurance in the nation.
The U.S. Dept. of Health and Human Services investigated Humana in 2009 for sending flyers to Medicare recipients that the AARP characterized as deceptive. The company's managed care model has also been criticized for ethical lapses and limitations.
The health insurer Aetna said on July 3, 2015, that it had agreed to acquire its smaller rival Humana for $37 billion in cash and stock but walked away from the deal after a court ruling that the merger would be anti-competitive.
|Founded||August 18, 1961; 55 years ago (1961-08-18) (as Extendicare Inc.) Louisville, Kentucky, U.S.|
|Key people||David A. Jones, Sr. and Wendell Cherry, co-founders Bruce D. Broussard, CEO and President|
|Revenue||US$ 41.313 billion (2013) US$ 39.126 billion (2012)|
|Total assets||US$ 20.735 billion (2013) US$ 19.979 billion (2012)|
|Operating income||US$ 2.061 billion (2013) US$ 2.016 billion (2012)|
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.
Yes, it is.
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 Insurance / Health and Life Insurance is 43.
The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.
Consider an example: If Humana 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 Humana 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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