icare workers insurance continues to collaborate with industry bodies on initiatives that better align services and expertise to industry needs. icare has also been working closely with industry groups looking at opportunities to provide a better customer experience to the employers and workers (injured workers) of NSW.
Using data from survey responses collated over a two-year period, icare workers insurance has been able to provide an overview of our customers' experience across a number of industry segments.
The data provides insight into several customer service metrics as well as mean expectation and effort score. Mean expectation and customer service are scored on a scale of 1–5. Customer effort is scored on a scale of 0–10.
More information about the program and how NPS is calculated, can be found on the workers insurance customer experience page.