Net Promoter Score (NPS) is a metric used by customer service departments to measure customer satisfaction.

It was developed in 2003 by Fred Reichheld, Bain & Company, and Satmetrix to quantify the loyalty between a company and its customers.

An NPS score is calculated based on responses given to a single question: “How likely are you to recommend our company/product/service to a friend or colleague?” Customers respond on a 0-10 scale, with 0 being "Not at all likely" and 10 being "Extremely likely."

Insurers use NPS as an important indicator of customer service quality, because it reflects how customers feel about the products and services they are receiving. A high score indicates that customers are more likely to stay with the insurer and recommend them to others.

Insurers can improve their NPS scores by focusing on customer experience, increasing customer engagement, and ensuring that their customer service teams provide a quick and helpful response to inquiries. They should also strive to continuously improve the quality of their products and services, so that customers are more likely to recommend them. Additionally, insurers can provide incentives or rewards for customer referrals and feedback.

Insurers should track their NPS scores regularly in order to gain insight into how they can improve the customer experience. By targeting areas of improvement and addressing customer needs, insurers can increase customer satisfaction and loyalty, which will result in higher NPS scores.

Overall, Net Promoter Score is an effective customer service metric that insurers can use to measure customer satisfaction and identify areas of improvement. By focusing on customer experience, increasing engagement, and implementing incentives or rewards, insurers can improve their NPS scores and enhance their reputation with customers.