Sun Life International
In their words
“Digital platform connects and administers the entire benefits ecosystem, health networks, benefit programs, spending accounts and employee support, and they are bending the cost curve for employers while generating Net Promoter Scores in excess of 70%.”
“We have got a lapse rate in group benefits and GRS that are really the best in the industry...around 3.5%”
“In GRS our client retention rate is 99%”
NPS disclosures (7)
…of new business (AIP basis) 25% < $751 $751 $1,073 $1,287 $1,199 Above Target Payout factor 0% 25% 100% 200% 159% + Client measures 25% Assessment of improvement in Client NPS and Client Index scores and progress on key Client initiatives Above Target…
…for Clients to do business with us, be more proactive and personalized, and to resolve Client problems better · Increasing Net Promoter Score (NPS), and Client Index, our key measures of Client loyalty and satisfaction · Delivering value to…
…digital platform connects and administers the entire benefits ecosystem, health networks, benefit programs, spending accounts and employee support, and they are bending the cost curve for employers while generating Net Promoter Scores in excess of 70%.
Performance on Client measures will replace the entire 25% weight on Key Business Performance Indicators (KBPIs) under the current plan and will be assessed based on: · Improvements in Net Promoter Score (NPS) – a key measure of Client loyalty ·…
For 2015, the following enterprise priorities will be used as KBPIs: · Intensifying the customer experience, measured by Net Promoter Score · Improving productivity and expense discipline, supported by our “Brighter Way” initiative (which is an…
…of Contents MANAGEMENT INFORMATION CIRCULAR 2014 — Significantly progressed the enterprise priorities, including: — Extended use of Net Promoter Scores (NPS) as an enterprise method to measure customer satisfaction and develop insights to drive higher…
In 2012 we introduced the Net Promoter Score® (NPS)1 to track our performance through our customers’ eyes. On the face of it, NPS is a simple measure: we ask customers “How likely is it that you would recommend our company to a friend or colleague?” and…
Retention disclosures (3)
Churn (Group Benefits): 2.9% (2017) — “Client retention remained strong, with cancellation rates at 2.9% of revenue compared to the industry average of 4.7%.”
Churn (Group Benefits): 3.5% (Q1 2017) — “we have got a lapse rate in group benefits and GRS that are really the best in the industry...around 3.5%”
Retention rate (GRS (Group Retirement Services)): 99% (Q1 2017) — “In GRS our client retention rate is 99%”
Lighthouse companies in Insurance
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.