Our members place a great amount of trust in us and are the most important part of our business. Therefore, we strive to offer products and services that will meet our members’ health and well-being needs. To do so, we consider the health and safety impacts of our products and services and seek opportunities for improvement. We also strive to market our products and services in a clear and honest way that is consistent with our members' and stakeholders' expectations.
In order to better collaborate with our members, we commission a survey to get their feedback. The survey is carried out by a third-party market research agency that has a customer-satisfaction-measurement practice. Our members are picked at random and asked to participate in phone surveys; brokers and agents are contacted using online methodologies.
With the exception of Large Group Employers and Group Medicare Employers, satisfaction data for customer segments are reported on a monthly basis. Large Group Employers and Group Medicare Employer data are reported annually due to relatively low sample/universe sizes. Data received are shared with respective lines of business on a quarterly basis for evaluation.
At Humana, we consider our Net Promoter Score (NPS) as a key customer loyalty metric. NPS is based on the question: How likely are you to recommend our company/product/service to your friends and colleagues? In 2014 and 2015, Humana’s NPS was 46 and 41, respectively. We believe the decline was due to the changes in Medicare Plan coverage and benefits, including cost adjustments that affected Medicare members.