Workers insurance 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 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.
  icare workers insurance Net Promoter Score (NPS): April 2018 is 14, May 2018 is 15, June 2018 is 15, July 2018 is 15, August 2018 is 15, September 2018 is 20, October 2018 is 21, November 2018 is 20.

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.
icare workers net promoter score: April 2018 is 25, May 2018 is 25, June 2018 is 25, July 2018 is 26, August 2018 is 26, September 2018 is 30, October 2018 is 26, November 2018 is 27.

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 breakdown by scheme agents: Allianz Australia Workers Compensation (NSW) Limited, 39 per cent detractors, 16 per cent passives, 45 per cent promoters. NPS is 6. Employers Mutual NSW Limited: 38 per cent detractors, 18 per cent passives, 44 per cent promoters, NPS is 5. GIO General Limited: 33 per cent detractors, 17 per cent GIO General Limited, 50 per cent promoters, NPS 17. EML Return to Work Support Scheme: 28 per cent detractors, 19 per cent passives, 53 per cent promoters, NPS 26.

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?"
icare workers insurance top 5 key improvement themes: improve communication 18 per cent, more/continued support/follow up 7 per cent, suitable rehabilitation/treatment/recovery 6 per cent, more empathy/compassion/caring 5 per cent, quicker processing times 4 per cent.
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