Between 2016 and the first quarter of 2018, eHealth improved its
Net Promoter Score with Medicare customers from 73 to 91
MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Jun. 14, 2018--
A strong commitment to comprehensively serving the needs of Medicare
insurance shoppers pays off, according to the results of a Net Promoter
Score (NPS) survey published today by eHealth, Inc. (NASDAQ: EHTH) (eHealthMedicare.com
Over the first quarter of 2018, 1,343 Medicare customers responded to
eHealth’s NPS survey, awarding the company its highest-ever Net Promoter
Score of 91.
“We’re really proud of our high Net Promoter Score among Medicare
customers,” said eHealth CEO Scott Flanders. “eHealth takes its NPS
seriously. It shows us how well we’re doing when it comes to serving
customers’ needs. By tracking our score on a monthly and quarterly
basis, we can see if we’re improving or falling behind. We had a very
strong score of 73 back in 2016, and we’re very pleased with the 91
we’ve achieved in 2018.”
In an NPS survey, customers are asked to indicate on a scale of 0 to 10
how likely they are to recommend a business’s service or product to a
friend or colleague. A calculation
is made based on these responses, with a final score plotted on a scale
ranging from -100 to 100. Scores over 50 considered especially desirable.
eHealth’s score of 91 may be compared to industry-level benchmark data
published by Satmetrix1:
The average score in the health insurance industry is 18
Online shopping and online entertainment both average 39
Department and specialty stores average 58
“We believe in meeting our Medicare customers where they are and
building long-term relationships with them,” Flanders said. “Some want a
big selection of choices and simple online shopping tools, while others
want personal help from a licensed agent who can give them advice and
insights specific to their coverage needs. That’s why we offer both, and
it seems our hard work and relentless customer focus is paying off.”
1 Comparison figures provided reflect those
reported by Satmetrix on June 8, 2018.
Net Promoter® and NPS® are registered trademarks of Satmetrix
Systems, Inc., Bain & Company and Fred Reichheld, which are not
affiliated with eHealth.
eHealth, Inc. (NASDAQ: EHTH) owns eHealth.com, a leading private online
health insurance exchange where individuals, families and small
businesses can compare health insurance products from brand-name
insurers side by side and purchase and enroll in coverage online and
over the phone. 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, exceptional
telephonic support, 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 or over the
phone through Medicare.com (www.Medicare.com),
and PlanPrescriber.com (www.PlanPrescriber.com).
View source version on businesswire.com: https://www.businesswire.com/news/home/20180614006152/en/
Source: eHealth, Inc.
DMA Communications for eHealth, Inc.
Sande Drew, 916-207-7674
Lisa Zamosky, 650-864-6032