Case Study: Healthcare
Achieving breakthrough member NPS® and CSAT for a global healthcare payer
Improved training and analytics yields a 4-point improvement in NPS®, higher quality scores, and a 51% reduction in complaints
Through training and data analytics, HGS improved the client’s Net Promoter Scores® (NPS®) from 8.2 to 8.6 in one year. A broader three-year analysis, however, shows that HGS actually increased the original 6.47 NPS® score (a passing score is 5.8) by 33% to an all-time high of 8.6.
The CSAT score for the program spiked to 3.8 out of a possible 4. CSAT success is directly attributable to members’ positive feedback in areas of agent courtesy, knowledge, and reduced customer effort.
From an operational perspective, the same HGS training approach that drove NPS® and CSAT success resulted in a call quality score of 97% (up from 95.33%), helping the client comply with new CMS requirements and significantly reducing CMS complaints—in fact, by up to 51%.