Medibank
medibank.com.au ↗In their words
“Medibank Service NPS rose 8 points to +24 in the half-year results, with ahm Service NPS also rising 5 points.”
“Medibank Private's service NPS increased to +17.4.”
“Medibank has achieved a 66-point NPS turnaround over the last decade, flipping from serious customer experience failure to recovery.”
Disclosed NPS over time
Every Net Promoter Score Medibank has published, by date.
NPS disclosures (11)
Medibank has achieved a 66-point NPS turnaround over the last decade, flipping from serious customer experience failure to recovery.
Medibank's net promoter score returned to target levels and customer switching intent normalized following cyber attack recovery.
Medibank Private recorded very high Service Net Promoter Scores across business segments.
Medibank Service NPS rose 8 points to +24 in the half-year results, with ahm Service NPS also rising 5 points.
Medibank reported 20% year-on-year improvement in brand Net Promoter Score, reflecting successful customer-focused initiatives in 2018.
Medibank's net promoter score is improving, though brand NPS remains negative according to management.
Medibank is showing improvements in its customer net promoter scores.
Medibank's executive financial incentives are now judged against the company's customer Net Promoter Score.
Medibank sets three-year customer milestones including improving net promoter score to be best in class against market.
Medibank announced that from 2017 the net promoter score will be added as a key metric in the organisation.
Retention disclosures (3)
Medibank reported maintaining customer retention team processes for policy closure and contact preferences.
Medibank's new customer chief David Koczkar has delivered improved customer retention and growth of customer numbers.
Medibank Private achieved turnaround in customer advocacy and retention through consistently delivering better customer experience.
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.