NPS Intelligence (beta)

Our Net Promoter Score, which is our customers' likelihood to recommend Selective, has consistently increased

In our independently administered 2019 survey, we received an overall satisfaction score of 8.8 out of 10 and a net promoter score of 74 from our standard market distribution partners.

And we believe that over time, that should help our retention, help our net promoter scores help all of our OSAT scores everything else that we track internally that will make it make different long-term.

We tried a number of metrics related to customer experience including net promoter scores, voice of the customer survey results that are trending in a positive direction.

We are pleased with our customer experience efforts over the past several years, and as a result have experienced consistent improvements in our customer net promoter scores.

Selective projects 96.5% retention while noting retention in worst performing cohorts decreased from 81% to 55% and renewal rate increased from 11.5% to 18%.

Retention rate (worst performing cohorts): 55% (Q2 2026) — “retention in our worst performing cohorts decreased from 81% to 55%.”

Retention rate (best performing renewal cohort): 89% (Q2 2026) — “Retention in our best performing renewal cohort was 89% for the quarter.”

Retention rate (Commercial Lines): 86% (Q3 2022) — “Our retention rate of 86% remains strong.”

Retention rate (Standard Commercial Lines): 86% (Q2 2022) — “Retention of 86% was up 1 point from the prior year period, suggesting a pricing environment remains constructive”

Retention rate (Commercial Lines): 86% (Q3 2020) — “ll renewal retention in commercial lines of 86% is up 200 basis points for the quarter and on a year-to-date basis.”

Retention rate (Commercial Lines - lower quality accounts): 77% (FY 2018) — “we achieved renewal rate of 7.9%, while retaining 77% at point of renewal.”

Retention rate (Commercial Lines - highest quality accounts): 91% (FY 2018) — “we achieved renewal pure price increases of 2.2% for the year and point of renewal retention of 91%.”

Selective Insurance's high-touch customer service efforts have resulted in above-average customer retention.

Retention rate (Standard Commercial Lines): 84% (Q2 2018) — “Our Standard Commercial Lines segment generated net premiums written growth for the quarter of 8%, driven by stable retention of 84%”

Retention rate (Standard Commercial Lines): 85% (Q1 2018) — “our standard commercial lines segment generated net premiums written growth for the quarter of 5%, driven by stable retention of 85%”