PITTSBURGH, September 14, 2022 – Leading insurance broker and consultant Henderson Brothers announced today that it has earned a Net Promoter Score® (NPS) of 83 for customer satisfaction in its most recent survey of clients, outperforming the industry average. NPS is the ultimate indicator for customer satisfaction.
NPSs derive from customer satisfaction surveys. Henderson Brothers’ recent customer questionnaire included 20 questions on satisfaction working with Henderson Brothers and the individual business lines, likelihood to continue working with Henderson Brothers, perceptions of future self-service options, and opportunities for improvement to consider. The NPS score is then calculated as a single number in the range of -100 to +100. Higher scores are better than lower scores. Henderson Brothers’ score of 83 far exceeds the average insurance industry score range, which was between 27-41 in 2021.
“Henderson Brothers is a family-owned company, and we always go to great lengths to provide our customers with best-in-class service, solutions and—ultimately—peace of mind,” said Henderson Brothers President Thomas B. Grealish. “Each of our 175 employees is responsible for this impressive Net Promoter Score, which underscores our commitment to our customers.”
Each of Henderson Brothers individual business lines—Employee Benefits, Retirement, Commercial Lines, and Personal—received an average of 9.4 out of 10 score.
In addition, the company scored high responsiveness, thought leadership, advice, expertise and ability to address specific needs.
About Henderson Brothers, Inc.
At Henderson Brothers, you can expect an expert. Since 1893, Henderson Brothers has been a respected leader in insurance, employee benefits and financial services. As the largest independent agent in the Greater Pittsburgh region, Henderson Brothers represents the most established and respected insurance carriers. Their long-standing relationships and knowledgeable staff ensure that customers receive the finest products and services available today. They continue to be an independently owned insurance agency and anticipate their customers’ needs while also going to heroic lengths to service their business. They maintain a position as a respected leader in the industry by providing the best insurance protection, service and value for our customers.