Net Promoter Score®
Net Promoter Score (NPS) is a widely used tool designed to measure client loyalty and satisfaction. It is derived by asking customers one question: “How likely are you to recommend Henderson Brothers to a colleague or business associate [?]” and calculated by subtracting the percentage of Detractors (6 – 0 rating) from the percentage of Promoters (10 – 9 rating). Therefore, the Net Promoter Score can vary on a scale from -100 to +100.
Higher scores are better than lower scores. Henderson Brothers’ score of 86% far exceeds the average insurance industry score range, which was between 27%-41% in 2021.