2018 NPS® & CX Benchmarks

The Tactics and Practices of NPS Leaders

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CIGNA

Company Type: B2C

Company Size: L

NPS

Cigna is an American worldwide health services organization based in suburban Hartford, Connecticut. Its insurance subsidiaries are major providers of medical, dental, disability, life and accident insurance.

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CIGNA News

Date

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Score Change

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04/09/18

David Cordani - President and Chief Executive Officer, Cigna : "Most companies don’t have the ability to rattle off the promoter scores. We know, we’ve hit 70 for a highest engaged customer from an NPS standpoint."

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What is Net Promoter Score?

Net Promoter Score®, or NPS® is a loyalty metric developed by Fred Reichheld and was introduced by him in his 2003 Harvard Business Review article "The One Number You Need to Grow". At its core, NPS can be termed as a metric that measures a customer’s willingness to recommend a brand’s product and services to their friends, family and colleagues.

What is a good industry score?

Net Promoter Scores vary greatly between industries. CustomerGauge conducted a study in 2016 and published the average Net Promoter Scores by industries. For example, the Cable and Telecommunications industry’s average Net Promoter Score is at or below 30. Retail, Transportation & Logistics and Wholesale on the other hand get a 50 or more Net Promoter Score on average.

About NPSBenchmarks.com

NPSBenchmarks.com collates and publishes any publicly available Net Promoter Score from industries all across the globe, with the added ability of allowing companies to submit their own Net Promoter Score for publication. We aim to not only share NPS scores, but verify and present them in the most transparent way.