Alignment Healthcare, Inc.
alignmenthealthcare.com ↗In their words
“These efforts resulted in an NPS of 69 at the end of 2023, a 30% reduction year-over-year in our first quarter new member voluntary disenrollment rate and a 4.9 stars Google rating across more than 4,000 reviews.”
“We reduced our churn during AEP by 24% year-over-year”
“For 2020, we were at about 5.5%, and we think we went up to something like 6.5%”
Disclosed NPS over time
Every Net Promoter Score Alignment Healthcare, Inc. has published, by date.
NPS disclosures (24)
Alignment Healthcare maintained an impressive Net Promoter Score of 61 while achieving 100% enrollment in 4-star or higher-rated plans.
• Outstanding member service: Achieved an overall Net Promoter Score (“NPS”) of 61, which includes an NPS of greater than 78 for our Care Anywhere program, and a 4.9 out of 5-star Google rating, based on more than 9,000 reviews.
In 2024, we achieved a net promoter score (NPS) for our Care Anywhere members of greater than 78 versus the industry average of 40 and had 98% of our members enrolled in a plan with a CMS star rating of 4 stars or above.
Care Anywhere teams proactively target interventions for chronic, high-risk members (1) 8 Quality >80 Care Anywhere NPS 4.9 Google Rating1 98% of Members in 4+ Star Rated Plans2 1.9% Auth.
These efforts resulted in an NPS of 69 at the end of 2023, a 30% reduction year-over-year in our first quarter new member voluntary disenrollment rate and a 4.9 stars Google rating across more than 4,000 reviews.
…boosting member response rates, resolution speed and overall satisfaction as demonstrated through an overall Net Promoter Score (“NPS”) of 65, which includes an NPS of greater than 80 for our Care Anywhere program, and a 4.9-star Google rating.…
…last year around the overall member experience, inclusive of some of the Black Card vendors, what we've seen is improved service levels which has been excellent in terms of some of our tailwinds around our NPS scores, Google reviews, most…
In 2023, we achieved a net promoter score of greater than 60 versus the industry average of 40 and a hospitalization rate of approximately 156 hospitalizations per every 1,000 at-risk members, which is approximately 38% lower than the 2019 Medicare FFS…
…Quality >90% of Members in 4+ Star Plans Replicating Results in New Markets Delivering a Premium Member Experience Materializing Higher Member Retention >60 NPS | 4.9 Star Google Rating 4.5 Star Rating in NC and NV 40% Lower Voluntary Disenrollment vs.
• A Net Promoter Score (“NPS”) of greater than 60, which is significantly higher than the MA national average NPS of 40 and includes an NPS of greater than 70 for our Care Anywhere program;
In 2022, we achieved a net promoter score of greater than 60 versus the industry average of 40 and a hospitalization rate of approximately 159 hospitalizations per every 1,000 at-risk members, which is approximately 37% lower than the 2019 Medicare FFS…
It drives the utilization management; it drives Net Promoter Scores. It drives all the, we call it, value drivers that you need.
…delivery standpoint, we're continuing to make strides to improve the overall member experience and making some investments that we think can yield to ultimately higher NPS or higher member satisfaction, better retention therefore greater lifetime…
Alignment Healthcare achieved a Net Promoter Score of 64 in 2021, nearly double the average NPS in the Medicare category.
Our members are able to have a greater member experience as reflected in our Net Promoter Scores, while our providers are able to experience better financial results.
…An Alignment Health Plan Net Promoter Score (“NPS”) of 64, which is significantly higher than the national average Medicare Advantage NPS of 38 and includes an all-time high NPS score of 82 for our Care Anywhere program.
Our NPS wards are high. We're 5 stars in terms of our members liking our plan.
Our member satisfaction is evidenced by our overall NPS score of greater than 60 which, based on data collected and made publicly available by Customer Guru, is significantly higher than the industry average NPS ranging from 30-40 and is comparable to…
Our member satisfaction is evidenced by our overall Net Promoter Score (“NPS”) of greater than 60 which, based on data collected and made publicly available by Customer Guru, is significantly higher than the industry average NPS ranging from 30-40 and…
And they give us a lot of input that we try to embed not only in our products and our care delivery models, but also just our core customer service and we're always looking to get that Net Promoter Score higher and higher.
Alignment Healthcare's Care Anywhere program achieves a Net Promoter Score of 76, nearly double the industry average.
Our member satisfaction is evidenced by our overall Net Promoter Score (“NPS”) of 66 which, based on data collected and made publicly available by Customer Guru, is significantly higher than the industry average NPS ranging from 30-40 and is comparable…
Our member satisfaction is evidenced by our overall Net Promoter Score (“NPS”) of 66 which, based on data collected and made publicly available by Customer Guru, is significantly higher than the industry average NPS ranging from 30-40 and is comparable…
Alignment Healthcare's Medicare Advantage plan achieved a 4.5-star rating and NPS of 65, significantly above the national industry average of 36.1.
Retention disclosures (2)
Churn: 24% (AEP 2023) — “We reduced our churn during AEP by 24% year-over-year”
Churn (AEP): 6.5% (2020 AEP) — “For 2020, we were at about 5.5%, and we think we went up to something like 6.5%”
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About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.