icare customer experience

We use Net Promoter Score (NPS) surveys to understand how we can improve our customer experience.

What is Net Promoter Score?

Net Promoter Score (NPS) is a business metric that measures our customers’ experience with icare. NPS helps icare and its business partners to understand and be accountable for how we engage with our customers, the workers and employers of NSW.

The central NPS question is: "How likely is it that you would recommend our [organisation/product/service] to a friend or colleague?” Respondents answer this question on a scale from 0 to 10, where 0 represents “highly unlikely” and 10 represents “highly likely”. The NPS is determined by subtracting the percentage of detractors from promoters.

The employee net promoter score is determined by subtracting the percentage of detractors from promoters. Detractors responses fall between zero to six, passive responses fall between seven and eight, promoters responses fall between nine and ten.

How does it work?

The icare NPS program deploys a comprehensive number of surveys to all icare customers and stakeholders across all NSW schemes, including third party providers, legal and medical practitioners. By asking; "Based on your most recent experience with [the stakeholder] how likely would you be to recommend them to a friend or colleague?”, icare is able to understanding customer needs, ensuring the customer remains at the centre of all decision making. For the avoidance of doubt, the reference to “stakeholder” includes icare itself.

The results on this page provide a view of the customer experience across all relationships that icare can control or influence, ie. it does not include relationships between workers and their treating doctors.

What are our objectives?

  • Provide our customers with a voice.
  • Improve transparency and accountability within the scheme.
  • Better informed about our customers’ experiences by being responsive to their needs.
  • Empower icare and its business partners by enabling them with the ability to implement meaningful change.

Current feedback

Please note that the scores below only reflect customer responses on a scale of 0 “highly unlikely” to 10 “highly likely” to the question “Based on your most recent experience with [stakeholder] how likely would you be to recommend them to a friend or colleague?”. It does not reflect any other data or responses to any other questions. If you have any questions about the results below, or the NPS program, please email us at workers insurance NPS program.

icare NPS Breakdown by scheme

This graph represents the NPS scores across the icare schemes NPS program over the listed period. It illustrates the results of NPS surveys that are distributed to icare customers and stakeholders within each scheme and provides a view of customer advocacy.
icare NPS by Scheme Feb 2019