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7 points )
Philadelphia Insurance Companies (PHLY) headquartered in Bala Cynwyd, PA, designs, markets, and underwrites commercial Property/Casualty and Professional Liability insurance products, incorporating value-added coverages and services for select industries. Philadelphia Insurance Companies (PHLY) prides themselves in listening to customer feedback and implementing changes to enhance the customer experience. Philadelphia Insurance Companies (PHLY) reported in 2017 that their Net Promoter Score (NPS) rose 6.5 points compared to 2016 annual results. A 2017 PHLY Customer Service Report shows overall customer Net Promoter Score (NPS) increased from +61.1 to +67.6 and several other key indicators of success - including new business quote turnaround time and speed at which PHLY responds to customer service questions.
Yes
Other - Six daily transaction surveys, one annual touch point survey and unsolicited survey on website.
Date
Update Description
Score Change
Link
05/28/16
Philadelphia Insurance Companies (PHILY) achieves a Net Promoter Score (NPS) of +61 for 2016.
61
NPS BENCHMARKS REPORT
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.
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.
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.
