Workers insurance customer experience

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

What's a 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 (see diagram below).

NPS is the percentage of promotors minus the percentage of detractors

How does it work?

The icare workers insurance NPS program deploys a comprehensive number of NPS surveys to icare workers insurance customers and stakeholders in the NSW workers compensation scheme, 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.

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 workers insurance NPS breakdown

icare Workers Insurance NPS

This graph represents the NPS scores across the icare workers insurance NPS program as a whole, over the listed period. It collates the results of NPS surveys distributed to customers and stakeholders in respect of icare and each other stakeholder in the NSW workers compensation scheme.

Net promoter score workers insurance graph march 2018

icare workers NPS

This graph represents the results of all NPS surveys distributed as part of the icare workers insurance NPS program of workers only, over the listed period.

net promoter score worker graph results march 2018

NPS breakdown by scheme agents

This represents the results of the NPS surveys distributed as part of the icare workers insurance NPS program in relation to insurance agents only, over the listed period.

Net promoter score insurance agent graphs march 2018

icare Workers Insurance Top 5 Key improvement themes

This chart shows a summary of the key areas our customers would like icare and each stakeholder in the NSW workers compensation scheme to improve on in response to the question: "What is the one thing [stakeholder] could do to improve?

net promoter score top 5 key improvement themes results march 2018

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