Kaiser Permanente Net Promoter Score 2018 Benchmarks

Last known Net Promoter Score is

31

Kaiser Permanente's Net Promoter Score is based on responses to a single question, typically on a scale from 0 to 10:

"How likely are you to recommend Kaiser Permanente to a friend or colleague?

Kaiser Permanente's promoters are those who respond with a score of 9 to 10, and they are likely to create most value, such as buying more, remaining customers for longer, and making more positive referrals to other potential customers. Detractors, responding with a score of 0 to 6 are believed to be less likely to exhibit the value-creating behaviors.

Responses of 7 and 8 are labeled passives, and their behavior falls in the middle of promoters and detractors.

The Net Promoter Score of Kaiser Permanente is a number from -100 to 100 calculated by subtracting the percentage of detractors from the percentage of customers who are Promoters.

Insurance / Health and Life Insurance companies with similar Net Promoter Score

Company Score
Kaiser Permanente 31
Humana 32
New York Life 35
Liberty Mutual 14
LTC Consumer 59
CIGNA -1
PlanSource 67
Westfield Health 71
Qliance 79

What is Net Promoter Score?

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.

Learn more about NPS

Is Kaiser Permanente's NPS of 31 considered to be good?

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.

Browse NPS benchmarks

How to understand the NPS benchmarks

The final Net Promoter Score of a company strongly depends on a context in which the satisfaction is measured.

Consider an example: If Kaiser Permanente 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 Kaiser Permanente 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.

What is Customer.guru? Why is useful?

After successfully using Net Promoter Score for our own e-commerce projects,
 we have decided to let anyone benefit from what we've learned.



We have founded Customer.guru in 2016 to help e-shops, SaaS services and startups better understand their customers, improve their services and increase their revenues.

Customer.guru is an easy-to-setup tool for tracking segmented customer satisfaction using Net Promoter Score.

Learn more

Other companies with Net Promoter Score similar to Kaiser Permanente

Company Industry Score
Heinz Consumer Brands / FMCG 31
Best Buy Consumer Brands / Electronics 31
Danone Consumer Brands / FMCG 31
Kaiser Permanente Insurance / Health and Life Insurance 31
Kleenex Consumer Brands / FMCG 31
Nike Consumer Brands / Retail/E-tail 30
Apple iTunes Consumer Brands / Entertainment 30
Nokia Consumer Brands / Electronics 30
Beats Music Consumer Brands / Entertainment 30
Google Play Consumer Brands / Internet 30

Net Promoter Score benchmark sources

Score Date Source
31 2015-04-06 http://www.pharmiweb.com/PressReleases/pressrel.asp?ROW_ID=112230#.VSPeWxOUdxs
40 2014-03-13 http://customergauge.com/news/2014-net-promoter-benchmarks/

Do you think this information is incorrect? Report incorrect information. Do you have more accurate data? Submit NPS score.