NPS Intelligence (beta)

The Cigna Group aligns leadership compensation with customer and patient satisfaction measured by Net Promoter Score.

• Accountability: To ensure accountability as we expand and evolve our organization to better serve patients, we aligned leaders’ compensation with customer and patient satisfaction, using the customer advocacy metric known as Net Promoter Score, or NPS.

We also took steps forward in improving our customer experience as evident by the increase in our customer net promoter score year over year in each of our largest businesses.

Cigna Healthcare's flexible dental payment program achieves a Net Promoter Score of 83.4 with high customer satisfaction.

Cigna launched 6 new digital tools to improve customer experience and has tied executive compensation to improving net promoter scores.

Customer Net Provider Score (NPS) and progress on customer experience measures related to perception of value, ease of accessing care, and ease of interaction Coworker Satisfaction We recognize that our continued performance depends on the collective…

Cigna announced it will tie executive compensation to customer satisfaction metrics, including net promoter score performance-based thresholds.

Client and patient NPS results were strong, with positive feedback from clients and brokers on partnership, collaboration and responsiveness.

Third is, if you look at the senior satisfaction level, NPS broadly - Net Promoter Score broadly is attractive for Medicare Advantage.

…​ ​ Stable customer net promoter score ​ ​ • ​ ​ Favorable client retention rates across most businesses ​ ​ •

Our research shows that Express Scripts Pharmacy achieves a higher level of therapeutic interventions, better adherence, more cost savings and a consistently higher Net Promoter Score ("NPS") compared to retail pharmacies. ◦ Specialty Pharmacy Services.

Our Star performance is deep within the 80s on a sustained basis, and our Net Promoter Score is quite high. So the cornerstone of the value proposition you can play through remains very attractive in the marketplace.

Relationship NPS (rNPS) and Transactional NPS (tNPS)

…​ ​ Continued strong and stable net promoter score ​ ​ •

Cigna's Medicare Advantage business achieved an annual customer Net Promoter Score of +74 in 2020.

…Continued strong and stable net promoter score 2017–2019 Strategic Performance Share Program Results Long-term performance was rewarded through the payout of our 2017–2019 SPSs.

And our net promoter score is tracking yet tad over 70 across our broad portfolio. So our ability to grow both in markets on platforms, net new geographies being adjacent counties and new markets are opening and broadening our PPO platform will feel…

We have NPS approaching 80 patients that are in our high clinical coordination programs. As it relates to the growth, think about underlying fundamental growth.

Cigna is incorporating net promoter scores into management infrastructure to identify and prevent negative consumer experiences.

In the first quarter, our customer net promoter score across our commercial business saw significant improvement year-over-year. In our health service business specifically, we continue to earn the trust of our clients as validated by the outlook…

…Strong and stable net promoter score • Strong client retention; expanding and deepening relationships; and new business growth •

…to-date is captured by our industry-leading medical cost trend, our outstanding customer and client retention, continued strong increases in Net Promoter Score results across our businesses, exceptional employee engagement levels and our ongoing…

…Services, While Enhancing Express Scripts Standalone Offering Both companies put the customer front and center Cigna was the first in its space to embrace a customer-centric culture and measure and reward NPS globallyExpress Scripts also drives a…

…its clinical programs)Client and customer satisfaction are high as measured by client retention rates (95%+) and NPS score for specialized care models for the most chronic and complex dieases (above 70)Deep expertise and knowledge help clients…

…A higher NPS score relative to 2016 • Strong employee engagement results •

In the international health care business we use the Net Promoter Score ("NPS") approach to continually gather insights from customers and health care professionals around the world and to guide how we proactively enhance product and service offerings.

Our Net Promoter Score and [Indiscernible] outcomes continue to be quite strong and we have multiple leverage and tools to work with CMS to ensure they were properly positioned for 2018.

I'll share two brief examples, the first being our early adoption Net Promoter Score, or NPS, to improve the customer experience, and the second being our commitment to making an even greater social impact for our local communities around the world,…

One of your peers is starting a big retention initiative focusing on Net Promoter Score as the method to boost retention. Is there any efforts underway at Cigna to focus on Net Promoter Score?

…4.5% growth was within target range Operating expense ratio improvement 2 (0.5)% improvement was below target range Net promoter score (NPS) 2016 NPS score decreased from 2015 2014–2016 Strategic Performance Share Program Long-term performance was…

In the international healthcare business we use the Net Promoter Score (NPS) approach to continually gather insights from customers and healthcare professionals around the world and to guide how we proactively enhance product and service offerings.

Revenue 9.0% growth was within target range Operating expense ratio improvement 0.1% growth was within target range Net promoter score 2015 NPS score decreased from 2014 2013–2015 Strategic Performance Shares (SPS) ($ in millions) Measure Result Award…

Net promoter score (NPS) 10% Reinforces our focus on customer retention and loyalty by measuring customer perception on matters such as our reputation, brand, product, service, pricing and providers, all of which we believe are critical to Cigna's…

Page 52 Added a customer loyalty metric — Net Promoter Score — to the 2013 MIP to further align executive compensation to Cigna's customer-centric business strategy.

• Added a new metric for the 2013 MIP that measures customer loyalty — Net Promoter Score — to further emphasize Cigna's business strategy and focus on the customers it serves.

Retention rate (Pharmacy Benefit Services): 97% (Q4 2025) — “We had a strong selling season in pharmacy benefit services, with the retention rate over 97% for 2026”

Retention rate (Pharmacy Benefit Services): 97% (Q3 2025) — “we expect approximately 97% retention in our Pharmacy Benefit Services business”

Retention rate: 95% (2025) — “our client retention levels reinforce that with historic client retention levels in the 95% plus range”

Retention rate (pharmacy service portfolio): 98% — “projected 98% client retention level”

Retention rate (Health Services): 96% (2021) — “we would view the 96% to 98% expectation for retention rate yet again for 2021 to be really, really strong”

Retention rate (Health Services): 97% (2020) — “delivered market leading customer and client retention including 97% retention for the 2020 selling season”

Cigna reported 98% client retention in 2018 across 160 million customer and patient relationships.

Retention rate (pharmacy services): 97% (2020) — “projected retention rate of 97% for 2020”

Retention rate (Health Services): 97% (2020) — “2020 retention rate in the range of 97% to 98%, an increase of 50 basis points”

Retention rate: 96% (2019) — “96% to 98% retention demonstrating the value proposition is resonating”

Retention rate (Express Scripts): 98% (2019) — “Express Scripts also achieved better than 98% client retention for 2019”

Retention rate (Express Scripts): 98% (Q2 2018) — “about 98% retention of their client base and new business growth”