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Now Health announce results of 2014 Customer Survey

I am delighted to share with you the results of the second annual Now Health customer survey, where both individual and company members were asked a series of questions about their experience with Now Health so far.

Just like last year, the results of the survey have proved to be a fascinating learning experience for us, as well as providing some insight into how the proposition has come to life for your clients who use the service on a day-to-day basis.

Top line results

Again, the results of the survey illustrated that customers are happy with the overall proposition of top-end benefits and service.  

There are very high advocacy rates with 88% of respondents stating that they would recommend us to their friends and family - that's a 2% improvement on last year.

In addition, 94% of respondents also rated their experience with Now Health so far as 'Good', 'Very Good' or 'Excellent' - a 3% improvement.

In reviewing the results, what we are most excited about is that while we continue to grow at a very fast rate, we are also demonstrating that we can deliver an improving service for more and more of your clients.

Some of the detail

We also asked some more detailed questions about different elements of proposition from plan administration to online services.  

Here are some of the responses:

  • 83% rated the quality of their plan documents as good or excellent
  • 87% told us it was easy or very easy to send us their claims
  • 78% found it easy or very easy to complete the claim form
  • 91% of respondents gave a positive score on the helpfulness of the customer service teams
  • 82% of respondents were able to find their preferred medical provider
  • 85% found it easy or very easy to log into their secure online portfolio

Planning ahead

Based on the results of the survey, we are already developing a plan which specifically addresses any areas where customers have told us we need to improve.  For instance, we will look at:

  • Making the online experience more intuative, especially for claims
  • Helping customers understand their plan better
  • Providing transparency for customers when we place Guarantees of Payment with medical providers

It goes without saying that we are committed to continually developing the whole proposition for both you and your clients.  

For 2015 we are already working on several projects that will enhance our existing offering to make sure that we remain top of your list for best in class products and service.

If you would like to talk to us about any new opportunities or about any particular element of the survey, please get in touch.

Kind regards,

Martin Garcia
CEO