NPS Intelligence (beta)

Our Net Promoter scores continue to be up there in that 90 range. So it has everything to do with the new management team coming in.

And at that point when they hit our platform, as evidenced by our NPS scores that are consistently over 90, they have a great experience, they find what they need, and they buy through us.

eHealth, Inc. awarded an NPS of 91 by Medicare Shoppers, demonstrating outstanding customer loyalty.

We believe we are a trusted resource to consumers as evidenced by our industry-leading Net Promoter Score, or NPS, which measures the willingness of consumers to recommend our services to others, of 91 within our core Medicare business, as of June 2018.

eHealth received an impressive Net Promoter Score of 91 from Medicare Shoppers, demonstrating outstanding customer satisfaction.

eHealth received a Net Promoter Score of 91 from Medicare shoppers in Q1 2018 based on 1,343 survey responses, marking its highest-ever NPS.

eHealth's Medicare Customer Care Team received Net Promoter Score of 73, demonstrating exceptional customer satisfaction levels.

eHealth earns carrier awards for best-in-class quality and customer retention performance.

eHealth executives report that Medicare plan insurers are focusing on customer retention strategies.

Churn (Medicare Advantage online cohort): 40% (Q2 2021) — “For MA plans with effective date of January 1, '21, we're observing year-to-date churn rates that are approximately 40% lower for the fully unassisted online cohort compared to telephonic enrollments”

Churn (Medicare Advantage): 42% (Q1 2021) — “churn for Medicare Advantage plans declined to 42% from 43% a year ago”

eHealth's Online Customer Center reaches 100,000 signups as part of strategy to improve customer retention and grow online enrollment.

eHealth management expects clear returns from investments to drive customer retention improvements starting in Q1.

Churn (Medicare Advantage): 40% (Q4 2020) — “The trailing 12-month churn rate in our Medicare Advantage business that we calculate based on our estimated membership and new paying members was 40%, an improvement compared to the 42% we reported in Q3”

eHealth, Inc. creates a retention team focused on customer lifetime value as part of strategic improvements.

eHealth Q3 2020 earnings call discusses customer engagement and retention initiatives expected to have long-lasting positive financial impact.

Churn (Medicare Advantage): 42% (Q3 2020) — “Churn levels for Medicare Advantage plans have stabilized in the third quarter, but the trailing 12 months churn flat sequentially at 42%”

eHealth launched its new Customer Center tool designed to support consumer engagement and retention efforts for Medicare Annual Enrollment Period.

eHealth announces focus on enrollment and retention of customers during Medicare sales period.

eHealth Q2 2020 earnings call discusses customer retention strategy, though specific metrics are not disclosed.

Churn (Medicare Advantage online vs telephonic): 25% (Q2 2020 (first year retention advantage)) — “first two retention rates higher by approximately 25% to 30% compared to members who enrolled telephonically”

Churn (Medicare Advantage by cohort age): 35% (Year 1 average) — “our average first year churn for a Medicare Advantage member is in the mid-thirties that decline to just under 20% in year two and then again to 11% year three”

Churn (Medicare Advantage): 17% (Q4 2018) — “When I do that same math for the fourth quarter of 2018, it spiked up to 17%”

eHealth CEO announces launch of customer retention initiatives to mitigate customer leakage following new sales.

Churn (Medicare Advantage): 13% (2017) — “first-year average churn for Medicare advantage members that we enrolled in 2017 declining 13% compared to the core we enrolled in 2016”