Voya Financial
voya.com ↗In their words
“For OneAmerica, if you recall, we talked about a 90% retention rate on the book of business through first quarter”
“Strength of our customer relationships is reflected in our revenue retention rate that once again exceeded 95%”
“We are also delivering on the customer service enhancements needed to maximize the value of this platform with Net Promoter Scores up 26 points year-over-year for our most recent renewal cycle.”
NPS disclosures (5)
year-over-year increase of over 35 points in Benefitfocus's net promoter score
We are also delivering on the customer service enhancements needed to maximize the value of this platform with Net Promoter Scores up 26 points year-over-year for our most recent renewal cycle.
…performance of Benefitfocus, which, for the first time in recent history, had 100% of employers go live on schedule, hit 100% of its call center service level agreements and increased the net promoter score approximately 36 points over the prior year. ▪
And as Don and Heather touched on the net promoter score, effectiveness of open enrollment was a big reason why we continue to spend and invest in that business throughout the year, regardless of where the revenue was going.
It increases our NPS scores and it grows ARR. This will continue to be my greatest area of focus, until we consistently lead the industry.
Retention disclosures (2)
Retention rate (OneAmerica): 90% (Q1 2025) — “for OneAmerica, if you recall, we talked about a 90% retention rate on the book of business through first quarter”
Retention rate: 95% (Q1 2017) — “strength of our customer relationships is reflected in our revenue retention rate that once again exceeded 95%”
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.