American Well Corp
amwell.com ↗In their words
“Net revenue retention (health systems (Conversa, SilverCloud)): 140% (Q2 2021) — “their net revenue retention is 140%. So they sign a contract and then it grows another 40% over the following year”
“It also allows us to further personalize the experience for consumers and getting more use -- even more use and more higher NPS over the next.”
“It drives efficiencies and fuels new revenue opportunities for them on a foundation of very high user satisfaction scores and NPS ratings. The market for digital health is just starting, and we are well positioned to benefit.”
Disclosed NPS over time
Every Net Promoter Score American Well Corp has published, by date.
NPS disclosures (10)
It also allows us to further personalize the experience for consumers and getting more use -- even more use and more higher NPS over the next.
It drives efficiencies and fuels new revenue opportunities for them on a foundation of very high user satisfaction scores and NPS ratings. The market for digital health is just starting, and we are well positioned to benefit.
Our NPS is at all-time high. It sums up both patients/members and providers.
…by patients on all connected health system and health plan platforms, as well as our direct-to-consumer platform, and has achieved an average NPS score of 50 across our clients’ various branded services for the full-year period ended December 31, 2022.
…stars by patients on all health system and health 3 plan platforms, as well as our direct-to-consumer platform, and has achieved an average NPS score of 5 5 across our clients’ various branded services for the full-year period ended December 31, 2021 .
…of 5 stars by patients on all health system and health plan platforms, as well as our direct-to-consumer platform, and has achieved an average NPS score of 56 across our clients’ various branded services for the full-year period ended December 31, 2020.
…5 stars by patients on all health system and health plan platforms, as well as our direct-to-consumer platform, and has achieved an average NPS score of 56 across our clients’ various branded services for the full-year period ending December 31, 2019.
…5 stars by patients on all health system and health plan platforms, as well as our direct-to-consumer platform, and has achieved an average NPS score of 56 across our clients’ various branded services for the full-year period ending December 31, 2019.
…5 stars by patients on all health system and health plan platforms, as well as our direct-to-consumer platform, and has achieved an average NPS score of 56 across our clients’ various branded services for the full-year period ending December 31, 2019.
…5 stars by patients on all health system and health plan platforms, as well as our direct-to-consumer platform, and has achieved an average NPS score of 56 across our clients’ various branded services for the full-year period ending December 31, 2019.
Retention disclosures (6)
Amwell reported higher-than-expected renewals and retention in Q1 despite overall revenue decline, with subscription revenue at 53% of total.
Net revenue retention (health systems (Conversa, SilverCloud)): 140% (Q2 2021) — “their net revenue retention is 140%. So they sign a contract and then it grows another 40% over the following year”
Net revenue retention (SilverCloud): 140% — “140%+ aggregate dollar based net revenue retention”
Retention rate (health plan clients): 100% (2018) — “Our health plan client retention rate was 100% and 94% as of December 31, 2018 and 2019, respectively”
Retention rate (health plan clients): 94% (2019) — “Our health plan client retention rate was 100% and 94% as of December 31, 2018 and 2019, respectively.”
Retention rate (health system clients): 87% (2019) — “Our health system client retention rate was 100% in 2018 and 87% in 2019.”
Lighthouse companies in Health insurers & care providers
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.