Waterdrop Inc.
In their words
“Our policy renewal rate remains at a high level, consistently above 95%, which indicates strong user recognition”
“The policy quality remains as the industry-leading level with a renewal rate remaining above 90%”
“The Company continues to improve the quality of users to over 90% of short-term insurance renewal rate”
NPS disclosures (5)
Meanwhile, we took concrete steps to refine our consultant services, boosting the Net Promoter Score rated by patients to 70%. Valuing our users and their opinions, we held the first Open Day events for donor and patient representatives, respectively,…
In terms of the transformation of offline commitment service we successfully piloted and expanded service-oriented moderated [indiscernible] resulting in a significant increase in Net Promoter Scores within hospitals.
Since we changed our business model in Q4, the month-end user Net Promoter Score has increased and the users are complaint rate has declined.
Our insurance marketplace and medical crowdfunding platforms have the highest NPS (net promoter score) among independent third-party insurance distribution platforms and medical crowdfunding platforms, according to a public survey conducted by iResearch.
Our insurance marketplace and medical crowdfunding platforms have the highest NPS (net promoter score) among independent third-party insurance distribution platforms and medical crowdfunding platforms, according to a public survey conducted by iResearch.
Retention disclosures (9)
Retention rate: 95% (Q1 2024) — “Our policy renewal rate remains at a high level, consistently above 95%, which indicates strong user recognition”
Retention rate: 90% (Q4 2023) — “The policy quality remains as the industry-leading level with a renewal rate remaining above 90%”
Retention rate (short-term insurance): 90% (Q2 2023) — “The Company continues to improve the quality of users to over 90% of short-term insurance renewal rate”
Retention rate: 90% (Q4 2022) — “renewal rate remain at high levels of over 60% and 90%”
Retention rate: 90% (Q2 2022) — “the policy renewal rate remains at a high level of 90%”
Retention rate (short-term products): 73% (Q1 2022) — “our user repurchase rate for short-term products stood at 73%, up by 16 percentage points”
Retention rate (short-term insurance): 90.8% (Q1 2022) — “the short-term insurance renewal rate reached 90.8%, up by 18 percentage points compared to Q4”
Retention rate: 89% (December 2021) — “the premium renewal rate improved to 89% in December 2021 from 62% in September 2021, up by 43%”
Retention rate (short-term insurance): 78% (Q4 2021) — “Our short-term insurance renewal rate exceeded 78% in Q4 which reached the leading position in the industry”
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.