CVS Health Corporation
cvshealth.com ↗In their words
“PBM retention rates consistently in the high 90s”
“Achieving a retention rate in the high 90s”
“Our retention rate is in the high 90s with our national accounts business”
Disclosed NPS over time
Every Net Promoter Score CVS Health Corporation has published, by date.
NPS disclosures (18)
CVS Group PLC improved client and employee Net Promoter Scores and reduced vet vacancy rates, indicating better retention and satisfaction.
CVS Group plc reported Net Promoter Score of 80.6, with further improvement noted in Q4 2026 earnings.
And I'm proud to report we have the best NPS levels that we've seen in many, many years, powered by our technology, the solutions that we put in place, leveraging AI and leveraging what I'd say is better consumer experiences through our digital…
…General & Administrative Expenses to Adjusted Total Revenues) » 20% Customer Experience (determined based on Net Promoter Score (“NPS”)) » Workforce Modifier (downward-only, by as much as 10%) for senior leaders (Vice Presidents and above)…
CVS improved Net Promoter Scores by over 3500 basis points among customers who contacted customer service.
…Net Promoter Score (“NPS”) (20%) • Individual Performance Modifier (0-120%) •
In our pharmacy businesses, we delivered exceptional experiences with record high levels of NPS in our retail business and PBM retention rates consistently in the high 90s.
…e Order Care Order Care Order NPS NPS NPS NPS NPS NPS Pre CLF (1/1-5/1) CLF (5/2-10/4) Expanded CLF (10/5-Current) Specialty Care NPS Specialty Order
CVS Health uses predictive Net Promoter Score analytics to trace the bottom-line impact of customer experience.
CVS Health moved to a single customer experience platform to support closed-loop NPS feedback.
…Replacement of the Customer Service/Satisfaction Score with the Net Promoter Score (“NPS”) to measure customer experience and engagement in the MIP.
CVS Health has a high Net Promoter Score retail franchise that positions it to leverage unique opportunities as a health plan.
We saw stronger household penetration and historically high net promoter scores, so I think out of an abundance of caution, we’re just looking at slightly softening consumer demand in the back part of the quarter, along with comping historically high…
Analyst coverage highlights CVS Health's enhanced brand value including higher Net Promoter Score and increased commercial and Medicare opportunities.
…Approving the use of Net Promoter Score (“NPS”) as a metric in the Management Incentive Plan (“MIP”), which replaces the Customer Service/Satisfaction metric.
So, if you think about 2022, we grew consumers, we experienced stronger household penetration, and we actually grew service levels and Net Promoter Scores to historically high levels.
Our store remodels are increasing comp store sales in the locations where we remodeled, renewed focus on improving the customer experience within our stores, which is increasing NPS.
Retention disclosures (25)
Retention rate (PBM): 95% (Q4 2024) — “PBM retention rates consistently in the high 90s”
Retention rate (PBM): 95% (Q3 2024) — “achieving a retention rate in the high 90s”
Retention rate (National accounts (commercial)): 95% (Q2 2024) — “Our retention rate is in the high 90s with our national accounts business”
CVS loyalty chief announces program overhaul to simplify consumer experience and improve retention.
Retention rate (National accounts): 98% (2023) — “we're maintaining a nearly 98% client retention rate in national accounts”
Retention rate (Core): 98% (2023) — “with over 98% core client retention”
Retention rate (Pharmacy Services (Caremark)): 98% (FY2021) — “a client retention rate of 98%”
Retention rate (Overall): 98% (2022) — “For 2022, we achieved a client retention rate of over 98%”
Retention rate (National accounts Commercial): 96% (2022) — “maintained strong client retention of 96%”
Retention rate (Commercial): 95% (2022) — “a 95% client retention rate”
Retention rate (Healthcare Benefits): 97% (2022) — “delivering a strong result of 97%”
Retention rate (Pharmacy Services): 98% (2021) — “we maintained a strong 98% retention rate with gross wins of $4.9 billion”
Retention rate (Pharmacy Services): 98% (2020) — “we're at a 97% to 98% retention rate”
CVS Health has achieved high customer retention through successful sales-building execution.
Retention rate (Pharmacy Services): 98% (2019) — “Our retention rate stands at a strong 98% for 2019.”
Retention rate (Pharmacy Services): 98% (2018) — “our retention rate is about 98%”
Retention rate (PBM): 96.5% (Q4 2017) — “client retention rate of about 96.5%”
Retention rate (PBM): 96.5% (Q1 2017) — “We closed out the 17th selling season with a strong retention rate of 96.5%”
Retention rate (PBM): 97% (Q4 2016) — “client retention rate of around 97%”
Retention rate (PBM): 97% (Q3 2016) — “we had another very successful PBM selling season, with significant new business wins and a retention rate of about 97%”
Retention rate (PBM): 97.5% (Q2 2016) — “our retention rate is currently at 97.5%”
Retention rate (Target pharmacy employees): 98% (Q1 2016) — “we have a retention rate of those Target employees of over 98%.”
Retention rate (health plan clients): 97.3% (Q1 2016) — “We also closed out the 16th selling season with the retention rate of 97.3%.”
Retention rate (pharmacy benefit management business): 98% (2015) — “a client retention rate of 98%”
Retention rate (PBM): 98% (2011) — “98% client retention rate”
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.