OREANDA-NEWS. June 30, 2016. For the sixth consecutive year, Kaiser Permanente received the highest customer loyalty ranking in the health insurance category based on the Satmetrix® 2016 Net Promoter® industry benchmarks. The organization received a Net Promoter Score of 43 points, 25 points higher than the industry average.

The Satmetrix Net Promoter Benchmarks are based on survey responses from more than 44,000 U.S. consumers nationwide, who rated their experience with the primary brands they use. The Net Promoter Score, or NPS®, for each brand is based on customers’ likelihood to recommend the company’s product or service in the sector being rated. NPS is calculated as the percentage of customers who are “promoters,” rating the company 9 or 10 on a 0-10 point scale, minus the percentage who are “detractors,” rating 6 or lower.

Kaiser Permanente joins satisfaction leaders in other industries including Nordstrom, JetBlue, Ritz Carlton and United Services Automobile Association.

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