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Why NPS Matters to Us

How we went from a 0 (zero!) to an 88 in 9 months.

When we first started measuring our NPS in September of 2021, our score was zero. NPS (Net Promoter Score) is a metric that provides insight into how companies can improve their services, customer support, and more. We had work to do.

So we dug in, had the hard conversations, and improved every aspect of our customer service. To date, nearly 1,300 people have been surveyed and every score we receive that is 8 or less (out of 10 possible points) gets an email and/or phone call from us to discover how we can be better.
 
According to Bain & Company (the creators of NPS), a score of 50 is excellent and above 80 is world class (in the insurance industry, the average score is 35). We are now measuring a score of 88.
 
reThought recently celebrated our fifth anniversary and we couldn’t think of a better way to show our appreciation than to share our commitment to our clients and our industry.
 
Our CEO Cory Isaacson said it best:“It's hard to believe how quickly the time has passed, I could not be more proud of the team we have built, our technology platform, our extensive insurance partnerships and most of all the tremendous growth and results we have achieved. Thanks to all of the reThought team, you were the ones that made (and continue to make) this happen!”

Want to see what it's like to work with a world class flood insurer? Email us at flood@rethoughtinsurance.com.

 

 

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