What’s a Net Promoter Score anyway?

What’s a Net Promoter Score anyway?


In a nutshell, a Net Promoter Score shows how loyal a company’s customers are, and it’s based on one simple question:


How likely is it (on a scale of 0 to 10) that you would recommend us to a friend or colleague?

If someone answers 9 or 10 to that question – happy days! They’re really happy campers.

If they answer 7 or 8, it’s considered a more neutral answer (AKA they aren’t head over heels in love with you, but they’re happy to go on another date).

If they answer 6 or below? Ba-bow. The Net Promoter Score wizards consider anyone who answers 6 or below an unhappy customer.

To get a total Net Promoter Score, some tricky maths gets done between the happy campers and the unhappy campers and bingo: you’ve got your score. Because of this scoring system, a company can end up with a score anywhere between -100 and 100.

And while health insurers on average get an NPS of around 40, we’re proud to say that we’re sitting around the 84 mark.