At Gravie, we're committed to providing better benefits for employers and employees. A tool we use to gauge our customers’ level of satisfaction is the Net Promoter Score (NPS).
If you follow our blog, you may have read our post in February that discussed our NPS as it relates to our members’ level of satisfaction. We recently conducted another survey to determine our NPS as is relates to our employer customers' level of satisfaction.
Why it Matters
Gravie uses NPS, feedback from our customers, and focus groups to provide an adaptive approach to better benefits. As employers’ and employees’ needs evolve, and as the political landscape changes, Gravie will continue to offer innovative solutions.
We’re committed to providing our customers access to the best of what’s available at the most affordable costs. Regularly measuring our NPS will helps us identify whether we’re accomplishing that.
What is the NPS?
NPS is considered a helpful and universal customer loyalty tool because it’s based on one question any company can ask: “How likely are you to recommend us to a friend or family member?”
To gather this feedback, Gravie emailed a survey to our employer customers. The survey covered a variety of questions; including on a scale of 1 to 10, how likely they would be to recommend Gravie to a friend or family member with 1 being “Not at All Likely to Recommend” and 10 being “Extremely Likely to Recommend.”
Their response to this question fell into one of the following categories – Promoters, Passives or Detractors:
Promoters are those who respond with a 9 or 10. They are loyal enthusiasts who routinely purchase a company’s product or service and encourage their friends and family to do the same.
Passives are those who respond with a 7 or 8. They are satisfied with a company’s product or service, but are generally unenthusiastic and could buy from the competition in the future.
Detractors are those who respond somewhere between a 0 and 6. They are significantly unhappy customers who view themselves as being in a bad company/customer relationship – and they aren’t afraid to share their experience.
Using a simple formula based on the number of Promoters and the number of Detractors, we get our NPS score.
How Gravie Measures Up
We are proud to share that our employer customers gave us a net promoter score of 73. According to Satmetrix’s 2017 Net Promoter Benchmarks report, this is more than six times the industry average.
Our high score reflects our commitment to our customers and our ability to provide quality employee benefits. Those who do business with us can confidentially recommend us to their friends and family (submit an employer referral) and if you’re thinking of doing business with us, you have insight into our current customers’ level of satisfaction.
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