-18
NPS
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Aflac
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About Aflac's Brand
Aflac is a company that offers individuals and companies supplemental disability insurance. Among its major competitors, Aflac is ranked in 4th place for NPS while Colonial Life is 1st, and Humana is 2nd.Their current market cap is $35.10B
Brand at a Glance
76%
Customer Loyalty
2.8/5
Product Quality
2.7/5
Pricing
2.5/5
Customer Service
Aflac Ranking
- #3 / 4 of its competitors
Aflac NPS
Aflac's Net Promoter Score (NPS) is a -18 with 36% Promoters, 10% Passives, and 54% Detractors. Net Promoter Score tracks whether Aflac's customers would recommend using the product based on a scale of -100 to 100.
Aflac Overall NPS
| 36% | Promoters |
|---|---|
| 10% | Passives |
| 54% | Detractors |
Aflac NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Dec 2024 -21 | Dec 2024 | -21 |
Jan 2025 -21 | Jan 2025 | -21 |
Feb 2025 -21 | Feb 2025 | -21 |
Mar 2025 -19 | Mar 2025 | -19 |
Apr 2025 -19 | Apr 2025 | -19 |
May 2025 -20 | May 2025 | -20 |
Aug 2025 -19 | Aug 2025 | -19 |
Sep 2025 -19 | Sep 2025 | -19 |
Oct 2025 -19 | Oct 2025 | -19 |
Nov 2025 -19 | Nov 2025 | -19 |
Dec 2025 -19 | Dec 2025 | -19 |
Jan 2026 -19 | Jan 2026 | -19 |
How Other Brands Compare
Aflac is ranked third for NPS among its competitors. Humana and Prudential come in first and second, with Allstate coming in at #4. Among those competitors, it is the third most valued company behind Humana.
Aflac |  Allstate |  Prudential |  Humana | |
| Global Ranking | #- | #122 | #176 | #300 |
| NPS | -18 | -31 | -4 | 2 |
| Social Sentiment Calculated by analyzing social media and other online mentions | - | Neutral | Neutral | Neutral |
| Valuation Updated every 24 hours for public companies | $35.10B | $31.46B | $36.42B | $53.34B |
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Aflac NPS by Gender
Female customers rated Aflac's NPS 45 points higher than Male customers.
Male
-72
Aflac's NPS was rated -72 by Male customers on Comparably.
10%
Promoters
8%
Passives
82%
Detractors
Female
-27
Aflac's NPS was rated -27 by Female customers on Comparably.
33%
Promoters
7%
Passives
60%
Detractors
Aflac NPS by Ethnicity
Aflac's NPS was rated the highest by African American/Black customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -45 | Caucasian | -45 |
Hispanic or Latino -42 | Hispanic or Latino | -42 |
African American/Black -28 | African American/Black | -28 |
Asian or Pacific Islander -51 | Asian or Pacific Islander | -51 |
Native American -34 | Native American | -34 |
Other -82 | Other | -82 |
Aflac NPS by Age
Aflac's NPS was rated the highest by customers ages 36-40, and the lowest by customers ages 46-50.
Aflac NPS by Usage
Aflac's NPS was rated the highest by customers who have used Aflac's products/services for Over 10 Years, and the lowest by customers with 2 to 5 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -32 | Less than 1 Year | -32 |
1 to 2 Years -55 | 1 to 2 Years | -55 |
2 to 5 Years -56 | 2 to 5 Years | -56 |
5 to 10 Years -49 | 5 to 10 Years | -49 |
Over 10 Years -26 | Over 10 Years | -26 |
Aflac NPS vs. Competitors
Compared to its competitors, Aflac's NPS is rated right above MetLife, and is preceded by Prudential.
| COMPANY | NPS Score | |
|---|---|---|
 | Colonial Life | 16 |
| Humana | 2 |
| Prudential | -4 |
| Aflac | -18 |
 | MetLife | -19 |
| Allstate | -31 |
 | State Farm Insurance | -39 |
 | Liberty Mutual Insurance | -45 |
 | Aetna | -68 |
 | Esurance | -90 |
Aflac Customer Reviews
Out of the 45 Aflac customer reviews 16 were positive and 29 were constructive. Aflac customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Aflac Customer Loyalty
76%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
76% of Aflac users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
Sign Up to see the full customer demographics data and the people that answered "Yes" when asked "Would you consider yourself a loyal user/customer?"
Aflac Customer Loyalty Score by Gender
Female customers rated Aflac's Customer Loyalty score 10% higher than Male customers.
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Male
73%
Yes
Female
83%
Yes
Aflac Customer Loyalty Score by Ethnicity
Aflac's Customer Loyalty score was rated the highest by Native American customers, and the lowest by Asian or Pacific Islander customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Aflac.
79
out of 100
Caucasian
61
out of 100
Hispanic or Latino
86
out of 100
African American/Black
55
out of 100
Asian or Pacific Islander
100
out of 100
Native American
78
out of 100
Other
Aflac Customer Loyalty Score by Age
Aflac's Customer Loyalty score was rated the highest by customers ages 26-30, and the lowest by customers ages 46-50.
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0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
18-25 78% | 18-25 | 78% |
26-30 100% | 26-30 | 100% |
31-35 67% | 31-35 | 67% |
36-40 70% | 36-40 | 70% |
41-45 84% | 41-45 | 84% |
46-50 63% | 46-50 | 63% |
51-55 87% | 51-55 | 87% |
56-60 83% | 56-60 | 83% |
61-65 70% | 61-65 | 70% |
66+ 79% | 66+ | 79% |
Aflac Customer Loyalty Score by Usage
Aflac's Customer Loyalty score was rated the highest by customers who have used Aflac's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Aflac Customer Loyalty Score by Industry
Aflac's Customer Loyalty score was rated the highest by Banking and Financial Services industry customers, and the lowest by Accounting industry customers.
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Aflac Customer Loyalty vs. Competitors
Compared to its competitors, Aflac's Customer Loyalty score is rated right above Liberty Mutual Insurance, and is preceded by Humana.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Colonial Life | 95% |
| State Farm Insurance | 82% |
| MetLife | 80% |
| Humana | 76% |
| Aflac | 76% |
| Liberty Mutual Insurance | 76% |
| Prudential | 75% |
| Allstate | 74% |
| Esurance | 74% |
| Aetna | 62% |
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Aflac Product Quality
2.8/5
Aflac has an overall Product Quality score of 2.8 out of 5 stars rated by its users and customers.
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Aflac Product Information
Aflac’s product quality score is a 2.8 out of 5 as rated by its users and customers. Reviewers from the Utilities industry rated Aflac's product the highest. Reviewers from the Non-Profit industry rated Aflac the lowest at 2.6.
- Website
- http://www.aflac.com
- Company Size
- 10,000+ Employees
Industry
Insurance
Quick Insights into Aflac Product Quality
Aflac's Product Quality score was rated highest by customers from the Utilities industry, and rated lowest by customers from the Public Safety industry.
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Ranked Aflac Product Quality the Highest
Ranked Aflac Product Quality the Lowest
Aflac Product Quality Score by Gender
Female customers rated Aflac's Product Quality score 0.9 stars higher than Male customers.
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Male
1.9/5
Female
2.8/5
Aflac Product Quality Score by Ethnicity
Aflac's Product Quality score was rated the highest by Native American customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Aflac.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.5 | Caucasian | 2.5 |
Hispanic or Latino 3 | Hispanic or Latino | 3 |
African American/Black 2.5 | African American/Black | 2.5 |
Asian or Pacific Islander 2.6 | Asian or Pacific Islander | 2.6 |
Native American 3.3 | Native American | 3.3 |
Other 1.5 | Other | 1.5 |
Aflac Product Quality Score by Age
Aflac's Product Quality score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3.5 | 18-25 | 3.5 |
26-30 3.3 | 26-30 | 3.3 |
31-35 2.5 | 31-35 | 2.5 |
36-40 3.5 | 36-40 | 3.5 |
41-45 2.2 | 41-45 | 2.2 |
46-50 2.2 | 46-50 | 2.2 |
51-55 2.4 | 51-55 | 2.4 |
56-60 2.2 | 56-60 | 2.2 |
61-65 2.5 | 61-65 | 2.5 |
66+ 2 | 66+ | 2 |
Aflac Product Quality Score by Usage
Aflac's Product Quality score was rated the highest by customers who have used Aflac's products/services for Over 10 Years, and the lowest by customers with 5 to 10 Years of usage.
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Aflac Product Quality Score by Industry
Aflac's Product Quality score was rated the highest by Utilities industry customers, and the lowest by Public Safety industry customers.
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Aflac Product Quality vs. Competitors
Compared to its competitors, Aflac's Product Quality score is rated right above Allstate, and is preceded by MetLife.
| COMPANY | Product Quality Score | |
|---|---|---|
| Colonial Life | 3.8/5 |
| Humana | 3.3/5 |
| Prudential | 3.3/5 |
| MetLife | 2.9/5 |
| Aflac | 2.8/5 |
| Allstate | 2.3/5 |
| Liberty Mutual Insurance | 2.3/5 |
| State Farm Insurance | 2.3/5 |
| Aetna | 1.6/5 |
| Esurance | 1.5/5 |
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Aflac Pricing
Aflac ROI & Value For Money
2.7/5
Aflac has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
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Aflac Pricing Plans
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Utilities industry. The users from the Construction industry think that they had the lowest ROI from Aflac.
Quick Insights into Aflac ROI
Aflac's ROI score was rated highest by customers from the Utilities industry, and rated lowest by customers from the Public Safety industry.
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Ranked Aflac ROI the Highest
Ranked Aflac ROI the Lowest
Aflac ROI Score by Gender
Female customers rated Aflac's ROI score 0.8 stars higher than Male customers.
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Male
1.9/5
Female
2.7/5
Aflac ROI Score by Ethnicity
Aflac's ROI score was rated the highest by Hispanic or Latino customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Aflac.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.4 | Caucasian | 2.4 |
Hispanic or Latino 2.9 | Hispanic or Latino | 2.9 |
African American/Black 2.5 | African American/Black | 2.5 |
Asian or Pacific Islander 2.6 | Asian or Pacific Islander | 2.6 |
Native American 2.8 | Native American | 2.8 |
Other 1.5 | Other | 1.5 |
Aflac ROI Score by Age
Aflac's ROI score was rated the highest by customers ages 36-40, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
18-25 3 | 18-25 | 3 |
26-30 2.6 | 26-30 | 2.6 |
31-35 2.2 | 31-35 | 2.2 |
36-40 3.2 | 36-40 | 3.2 |
41-45 2.5 | 41-45 | 2.5 |
46-50 2.1 | 46-50 | 2.1 |
51-55 2.4 | 51-55 | 2.4 |
56-60 1.9 | 56-60 | 1.9 |
61-65 2.5 | 61-65 | 2.5 |
66+ 2.3 | 66+ | 2.3 |
Aflac ROI Score by Usage
Aflac's ROI score was rated the highest by customers who have used Aflac's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
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Aflac ROI Score by Industry
Aflac's ROI score was rated the highest by Utilities industry customers, and the lowest by Public Safety industry customers.
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Aflac Pricing vs. Competitors
Compared to its competitors, Aflac's ROI score is rated right above Allstate, and is preceded by MetLife.
| COMPANY | Pricing Score | |
|---|---|---|
| Colonial Life | 3.7/5 |
| Prudential | 3.2/5 |
| Humana | 3.1/5 |
| MetLife | 2.8/5 |
| Aflac | 2.7/5 |
| Allstate | 2.3/5 |
| State Farm Insurance | 2.2/5 |
| Liberty Mutual Insurance | 2.2/5 |
| Aetna | 1.5/5 |
| Esurance | 1.5/5 |
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Aflac Customer Satisfaction (CSAT)
Aflac Customer Satisfaction (CSAT) Score
40 / 100
Aflac has an overall Customer Satisfaction score of 40 rated by its users and customers.
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Very Satisfied
26%
Satisfied
14%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
13%
Very Dissatisfied
37%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Aflac Customer Satisfaction
Aflac's Customer Satisfaction score was rated highest by customers ages 18-25, and rated lowest by customers from the Transportation industry.
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Ranked Aflac Customer Satisfaction the Highest
Ranked Aflac Customer Satisfaction the Lowest
Aflac Customer Satisfaction Score by Gender
Female customers rated Aflac's Customer Satisfaction score 19 points higher than Male customers.
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19 / 100
MaleVery Satisfied | 14% | |
|---|---|---|
Satisfied | 5% | |
Neither Satisfied nor Dissatisfied | 9% | |
Dissatisfied | 13% | |
Very Dissatisfied | 59% |
38 / 100
FemaleVery Satisfied | 27% | |
|---|---|---|
Satisfied | 11% | |
Neither Satisfied nor Dissatisfied | 6% | |
Dissatisfied | 13% | |
Very Dissatisfied | 43% |
Aflac Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Aflac's Customer Satisfaction (CSAT) score was rated 31% according to Caucasian users and customers.
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31 / 100
Very Satisfied
23%
Satisfied
8%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
17%
Very Dissatisfied
46%
CSAT according to Hispanic or Latino
Aflac's Customer Satisfaction (CSAT) score was rated 50% according to Hispanic or Latino users and customers.
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50 / 100
Very Satisfied
33%
Satisfied
17%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
50%
CSAT according to African American/Black
Aflac's Customer Satisfaction (CSAT) score was rated 28% according to African American/Black users and customers.
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28 / 100
Very Satisfied
19%
Satisfied
9%
Neither Satisfied nor Dissatisfied
10%
Dissatisfied
10%
Very Dissatisfied
52%
CSAT according to Asian or Pacific Islander
Aflac's Customer Satisfaction (CSAT) score was rated 25% according to Asian or Pacific Islander users and customers.
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25 / 100
Very Satisfied
0%
Satisfied
25%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
25%
Very Dissatisfied
25%
CSAT according to Native American
Aflac's Customer Satisfaction (CSAT) score was rated 33% according to Native American users and customers.
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33 / 100
Very Satisfied
33%
Satisfied
0%
Neither Satisfied nor Dissatisfied
34%
Dissatisfied
0%
Very Dissatisfied
33%
CSAT according to Other
Aflac's Customer Satisfaction (CSAT) score was rated 19% according to Other users and customers.
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19 / 100
Very Satisfied
13%
Satisfied
6%
Neither Satisfied nor Dissatisfied
6%
Dissatisfied
0%
Very Dissatisfied
75%
Aflac Customer Satisfaction Score by Age
Aflac's Customer Satisfaction score was rated the highest by customers ages 18-25, and the lowest by customers ages 46-50.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 18-25 | 66% | |||||||||||||||
| 26-30 | 66% | |||||||||||||||
| 31-35 | 20% | |||||||||||||||
| 36-40 | 42% | |||||||||||||||
| 41-45 | 28% | |||||||||||||||
| 46-50 | 14% | |||||||||||||||
| 51-55 | 35% | |||||||||||||||
| 56-60 | 25% | |||||||||||||||
| 61-65 | 35% | |||||||||||||||
| 66+ | 15% |
Aflac Customer Satisfaction Score by Usage
Aflac's Customer Satisfaction score was rated the highest by customers who have used Aflac's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Aflac Customer Satisfaction Score by Industry
Aflac's Customer Satisfaction score was rated the highest by Insurance industry customers, and the lowest by Transportation industry customers.
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{
"title": "Aflac Customer Satisfaction Score by Industry",
"text": "Aflac's Customer Satisfaction score was rated the highest by Insurance industry customers, and the lowest by Transportation industry customers.",
"bars": [
{
"label": "Tech",
"groupId": 104,
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"groupId": 521,
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"scoreClassName": "",
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{
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"groupId": 522,
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{
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{
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{
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"groupId": 567,
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{
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"groupId": 568,
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"stars": 0,
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}
]
}Aflac Customer Satisfaction vs. Competitors
Compared to its competitors, Aflac's Customer Satisfaction score is rated right above Allstate, and is preceded by MetLife.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Colonial Life | 76% |
| Humana | 56% |
| Prudential | 55% |
| MetLife | 52% |
| Aflac | 40% |
| Allstate | 33% |
| Liberty Mutual Insurance | 32% |
| State Farm Insurance | 31% |
| Aetna | 14% |
| Esurance | 6% |
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Aflac Customer Service
2.5/5
Aflac has an overall Customer Service score of 2.5 out of 5 stars rated by its users and customers.
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About Aflac's Customer Service
Address
1932 Wynnton Road, Columbus, GA 31999
Website
http://www.aflac.com
Phone Number
+1-800-992-3522
Aflac's Social Links
Quick Insights into Aflac Customer Service
Aflac's Customer Service score was rated highest by Native American customers, and rated lowest by customers from the Public Safety industry.
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Ranked Aflac Customer Service the Highest
Ranked Aflac Customer Service the Lowest
Aflac Customer Service Score by Gender
Female customers rated Aflac's Customer Service score 0.8 stars higher than Male customers.
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Male
1.6/5
Female
2.4/5
Aflac Customer Service Score by Ethnicity
Aflac's Customer Service score was rated the highest by Native American customers, and the lowest by Other customers.
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| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Hispanic or Latino 3 | Hispanic or Latino | 3 |
African American/Black 2.5 | African American/Black | 2.5 |
Asian or Pacific Islander 1.9 | Asian or Pacific Islander | 1.9 |
Native American 3.8 | Native American | 3.8 |
Other 1.5 | Other | 1.5 |
Aflac Customer Service Score by Age
Aflac's Customer Service score was rated the highest by customers ages 18-25, and the lowest by customers ages 66+.
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| Summary | Age | Customer Service Score |
|---|---|---|
18-25 3.1 | 18-25 | 3.1 |
26-30 2.6 | 26-30 | 2.6 |
31-35 2.3 | 31-35 | 2.3 |
36-40 2.7 | 36-40 | 2.7 |
41-45 2.2 | 41-45 | 2.2 |
46-50 2 | 46-50 | 2 |
51-55 2.1 | 51-55 | 2.1 |
56-60 1.8 | 56-60 | 1.8 |
61-65 2 | 61-65 | 2 |
66+ 1.5 | 66+ | 1.5 |
Aflac Customer Service Score by Usage
Aflac's Customer Service score was rated the highest by customers who have used Aflac's products/services for Less than 1 Year, and the lowest by customers with 2 to 5 Years of usage.
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Aflac Customer Service Score by Industry
Aflac's Customer Service score was rated the highest by Insurance industry customers, and the lowest by Public Safety industry customers.
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Aflac Customer Service vs. Competitors
Compared to its competitors, Aflac's Customer Service score is rated right above Allstate, and is preceded by MetLife.
| COMPANY | Customer Service Score | |
|---|---|---|
| Colonial Life | 3.8/5 |
| Humana | 3.2/5 |
| Prudential | 3.2/5 |
| MetLife | 2.7/5 |
| Aflac | 2.5/5 |
| Allstate | 2.4/5 |
| State Farm Insurance | 2.2/5 |
| Liberty Mutual Insurance | 2.1/5 |
| Aetna | 1.5/5 |
| Esurance | 1.5/5 |
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Aflac as an Employer
4.6/5
Aflac has a 4.6/5 stars for its overall company culture rated by their employees
top
5%
Consumer vs. Employees
Aflac scored a -18 for Net Promoter Score and a 43 for Employee Net Promoter Score. NPS gauges how likely a customer of Aflac would recommend the brand to a friend. ENPS measures how likely Aflac employees would recommend working at Aflac to a friend.
Net Promoter Score
-18
NPS Score
| 36% | Promoters |
|---|---|
| 10% | Passive |
| 54% | Detractors |
Employee Net Promoter Score
43
eNPS Score
| 63% | Promoters |
|---|---|
| 17% | Passive |
| 20% | Detractors |
