Progressive
progressive.com ↗In their words
“And what we know is when people have a claim, they're more likely to stay because of the service we give them, we look at it from an NPS perspective.”
“I remember years ago, when I ran claims, we had really high NPS for those people that had claims because of the way we treated them when they needed us most.”
“The auto insurer boosts policy life expectancy, a key indicator of customer retention, through segmentation enhancements.”
NPS disclosures (23)
And what we know is when people have a claim, they're more likely to stay because of the service we give them, we look at it from an NPS perspective.
I remember years ago, when I ran claims, we had really high NPS for those people that had claims because of the way we treated them when they needed us most.
Net Promoter Score Component The Net Promoter Score (NPS) Component measures NPS (a survey-based measure of customer satisfaction and loyalty) for the Core Business as a whole or for a business unit (or portion thereof) against objectives, as determined…
At slightly different rates, both our Agency and Direct auto channels were reporting double digit growth in new business applications by roughly mid-third quarter and showing healthy signs of reduced retention losses and increased Net Promoter ® Scores.
Equally, the build in retention, and its proxy of Net Promoter ® Score, will now need to fully realize the same gains to be as meaningful as we hope to the aggregate results and growth in policies in force.
Speed is essential and, balanced with good process and economic consideration, highly valued by customers, who once again rewarded us with extremely high Net Promoter ® scores (NPS) post our catastrophe responses.
Operationally, Progressive is currently very strong, well-staffed in most every area, and Net Promoter ® Scores are all moving in the right direction, suggesting service quality continues to reflect our commitment to our customers.
Operationally, Progressive is currently very strong, well-staffed in most every area, and Net Promoter ® Scores are all moving in the right direction, suggesting service quality continues to reflect our commitment to our customers.
The Committee may base awards on the Net Promoter Score (NPS) (a survey-based measure of customer satisfaction and loyalty that is a registered trademark of Satmetrix Systems, Inc.) for the company’s insurance business as a whole or for a business unit…
General The Performance Factor shall consist of one or more of the following components: a Core Business Component, one or more Business Unit Components, an Investment Component or a Net Promoter Score Component (the “Bonus Components” or “Components”).
Our effective use of Net Promoter ® Scores as an internal barometer of our progress leaves open considerable room for improvement and will remain a top priority.
We continue to grow our policies in force at low single digits for these products, partially reflecting attractive Net Promoter ® Scores and related policy renewals.
We have continuously embraced the concepts and analytics of total quality management, and of more recent times adopted, and now have become somewhat recognized for, the depth of application of the Net Promoter ® Score.
Our Net Promoter ® Score measurement system for customer feedback continues to reflect the progress we believe we are making, and we hope it will continue to be a leading indicator of customers’ intent to stay with us.
Our focus on retention and use of the Net Promoter ® Score (NPS) as a proxy for future retention was perhaps validated again by an independent observation in February when the University of Michigan released their annual American Customer Satisfaction…
Our focus on retention and use of the Net Promoter ® Score (NPS) as a proxy for future retention was perhaps validated again by an independent observation in February when the University of Michigan released their annual American Customer Satisfaction…
A particularly pleasing 2007 result is the measurable progress we made in advancing our Net Promoter Score. Overall scores from customers in most of our product lines increased in 2007, with big gains in our auto offerings sold through agents and direct.
Our adoption of the Net Promoter ® Score as a consistent measure of customer satisfaction, and one we believe may be a leading indicator of future retention, provided encouraging progress during the quarter.
…such as our concierge claims service, total loss replacement, online claim reporting, and umbrella policies, along with our increased focus on measuring customer satisfaction and retention efforts with the introduction of “Net Promoter ® Score” (NPS).
The Net Promoter Score (NPS) Component measures NPS (a survey-based measure of customer satisfaction and loyalty) for the Core Business as a whole or for a business unit (or portion thereof) against objectives established by the Committee.
To quantify how we are doing on customer focus and retention efforts, we rolled out a companywide deployment of a “Net Promoter Score” in 2006.
General The Performance Factor shall consist of one or more of the following components: a Core Business Component, one or more Business Unit Components, an Investment Component or a Net Promoter Score Component (the “Bonus Components” or “Components”).
As discussed at the 2006 Investor Relations Meeting, we have concluded that the best and most consistent measure of customer satisfaction is Net Promoter ® Score (1) , a simple and effective measure of an organization’s performance through the eyes of…
Retention disclosures (7)
The auto insurer boosts policy life expectancy, a key indicator of customer retention, through segmentation enhancements.
Progressive reports improved Policy Life Expectancy (PLE), a measure of customer retention, across all business lines in recent years.
Progressive discussed loyalty program design to support customer retention through ease of use.
Progressive's Policy Life Expectancy (customer retention measure) has improved across all business lines.
Progressive reports improvement in policy life expectancy, a measure of customer retention, across business lines.
Progressive uses Policy Life Expectancy (PLE) as a measure for customer retention.
Progressive management remains focused on customer retention by providing distinctive new auto insurance options.
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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.