NPS Intelligence (beta)

UnitedHealthcare's child and family behavioral coaching program earned an NPS of 76, reflecting high member satisfaction.

We assess our progress toward enhancing customer experiences using the Net Promoter System (NPS), which holistically measures the experiences we deliver to our customers, including how likely a person is to recommend our Company to others.

In our pharmacies, record high NPS in our home delivery pharmacy. Our 90% NPS for for the patients that we serve.

Evidence of our quality of care is underscored by a strong NPS of 90 at our highest performing facilities. For the third quarter, Optum Health performance was in line with our expectations, reflecting the natural seasonality in our business and the pull…

…incentive awards are based on three financial metrics (revenue, operating income and cash flow from operations), absolute and relative customer experience (NPS) and employee engagement (EXI) and may be paid if our Company meets or exceeds annual…

NPS links directly to our business goals

This allows our advocates to spend more time with people on more complex inquiries, driving better efficiency while also improving the consumer experience as reflected in higher NPS scores.

UnitedHealthcare achieved a 267% increase in consumers' net promoter scores among those who interacted with Find Care & Costs.

UnitedHealthcare's Level2 diabetes program has a net promoter score of 82, above industry benchmarks.

We assess our progress toward enhancing customer experiences using the Net Promoter System (NPS), which holistically measures the experiences we deliver to our customers, including how likely a person is to recommend our Company to others.

This rapid response, driven by timely clinical data has improved member engagement rates by over 300% and has an NPS of 83. NPS remains a vital way to measure how we're performing for our customers and consumers and how our digital initiatives and other…

UnitedHealthcare reported Net Promoter Scores notably higher than industry benchmarks for Surest plans, with 9 in 10 members renewing year over year.

And the patient satisfaction levels at our centers are among the highest in healthcare with NPS approaching 90. Also high on our affordability agenda is continuing to lower the cost of prescription drugs.

We assess our progress toward enhancing customer experiences using the Net Promoter System (NPS), which holistically measures the experiences we deliver to our customers, including how likely a person is to recommend our Company to others.

You saw the growth in our pharmacies. But from our community pharmacies that it just celebrated a 700th opening of our behavioral health pharmacy, a very distinctive offering in the market to our specialty with not just high NPS but a 24/7 clinical…

It comes with an NPS of 75 and is helping to drive improving retention levels as we head into 2023. In addition, our advocacy service solutions help members achieve better health.

And we continue to see strength in our dual special needs offerings with exceptional consumer satisfaction, demonstrated by a net promoter score of 80.

UnitedHealthcare's Surest rebranded plans showed Net Promoter Scores higher than industry benchmarks with elevated virtual care usage.

UnitedHealthcare's Surest self-funded health plan achieved a Net Promoter Score exceeding industry benchmarks in 2021, supported by price transparency improvements.

UnitedHealth Group's program for children with special needs improved net promoter score by streamlining coverage and improving patient experience.

Care providers increasingly recognize the benefits these centers offer, and consumers place high value on the care quality and experience, with an NPS consistently in excess of 90.

We assess our progress toward enhancing customer experiences using the Net Promoter System (NPS), which holistically measures the experiences we deliver to the Company’s customers, including how likely a person is to recommend our Company to their…

And most importantly, consistently delivers great value to patients, consumers, system partners who we are privileged to work with and increasingly is scoring well in areas like NPS and other measures of consumer experience and service experience.

…what we had when they first became part of the organization, and the impact that that group has is extraordinary, both from a consumer NPS score of 95, provider NPS score of 80, the impact they have in terms of helping improve adherence for highly…

2.3 points above 2019 results for EXI ​ 2.3 points above 2019 results for NPS;

In the first quarter, high-risk chronic disease patients in our home monitoring program logged over 1.5 million biometric measurements such as glucose level, enabling 99% medication compliance and an NPS of 84.

The program increases preventative care, achieves exceptional NPS in the mid-80s, lowers medical expense and demonstrates high quality with over 90% of our members in a 4-star or higher plan.

Patients increasingly prefer these three family centers with NPS measured at 92. These durable long-term trends will benefit our growth even more strongly in the future as elective care activity fully normalized.

…Net Promoter Score (NPS) • Employee Engagement •

We are seeing strong NPS, customer service scores and quality. So I feel good about that.

Our NPS levels have never been higher; we just completed our regular three-year Medicare audit with exceptional results; expected members in 4 Stars or greater plans for 2021 payment year are at an all-time high of 84% at UHC and a consistently strong…

UnitedHealth Group applying rigorous net promoter disciplines to improve consumer position and customer experience.

Navigate4Me dramatically improves NPS, now nearly 20 points higher than traditional approaches. With nearly 1000 Navigators now in place, we will continue to expand appointment and impact over the coming quarters.

…Net Promoter Score • Employee Engagement •

UnitedHealth reported improvements in service and net promoter scores alongside strong 2018 financial performance.

OptumCare (UnitedHealth) has a Net Promoter Score of approximately 80.

UnitedHealth's Net Promoter Score is approximately 80, used as a management tool to gauge customer satisfaction and loyalty.

Revenue, cash flow, earnings and importantly, NPS scores continue to advance. While we recognize there is much more to be done to reach the full transformative potential of our enterprise, we are committed to help positively reshape healthcare, to be…

…billion ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Operating Income* ​ 1/3 ​ $12.61 billion ​ $14.835 billion ​ $17.06 billion ​ $15.2 billion Cash Flows from Operations* ​ ​ $10.3 billion ​ $12.1 billion ​ $13.9 billion ​ $13.6 billion ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ ​ Stewardship: •

UnitedHealth plans to accelerate improvements in net promoter scores as part of its 2018 strategic investment programme.

…appropriate procedures is at very attractive site; based on quality outcomes, based on the patient experience, we have a Net Promoter Score of 91, as well as the cost effectiveness; procedures in our setting of care are roughly half to less than…

UnitedHealth Group extends Net Promoter Score beyond marketing to inform broader business strategy.

…been consistent about over the last several quarters, continued growth, momentum and performance, particularly with customer retention as our NPS disciplines improve, increasingly effective capacities to manage and contain both medical and operating…

…trying to drive value, improve our quality, very focused on costs both medical and administrative that are really driving an agenda of what we call distinction, trying to innovate around our both our clinical experience and our service experience,…

• Increase the Company's net promoter score and enhance customer service; • Execute on Optum's growth and alignment initiatives, with major focus areas including care delivery, technology-enabled services and pharmacy care services;

• Increase UnitedHealth Group’s net promoter score and enhance customer service; • Execute on Optum’s growth and alignment initiatives, with major focus areas including care delivery, technology-enabled services and pharmacy care services;

We look forward to the opportunities of 2017, as we continue to drive our agenda of quality based net promoter or NPS performance and growth.

We are very focused on NPS and quality performance to bring that to customers and to bring it to providers, improve the healthcare experience for consumers and we look forward to talking to you again next quarter.

• Increase the Company's net promoter score and enhance customer service, driving initiatives such as the deployment of the single point-of-contact Advocate4Me service approach;

UnitedHealthcare CEO discusses customer retention focus and CRC project to address customer frustrations.

Retention rate (Group MA): 98% (Q1 2025) — “in group MA, member retention was about 98%”

Retention rate (Optum Rx): 98% (FY2024) — “Our pharmacy benefits management team again had customer retention exceeding 98%, while welcoming a record 750 new clients.”

Optum survey highlights the importance of digital scheduling and online engagement to improve member retention for healthcare payers and providers.

Retention rate (OptumRx): 98% (Q4 2020) — “over 98% customer retention rate entering 2021”

Retention rate (Uniprise): 98% (January 2004) — “Uniprise provided services to 35 new multi-site employer customers in January 2004 and continued its traditional 98 percent client retention rate for January renewals.”