-20
NPS
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Excellus BlueCross BlueShield
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About Excellus BlueCross BlueShield's Brand
Excellus BlueCross BlueShield, a nonprofit independent licensee of the Blue Cross Blue Shield Association.
Brand at a Glance
75%
Customer Loyalty
3.1/5
Product Quality
3/5
Pricing
2.8/5
Customer Service
Excellus BlueCross BlueShield NPS
Excellus BlueCross BlueShield's Net Promoter Score (NPS) is a -20 with 38% Promoters, 4% Passives, and 58% Detractors. Net Promoter Score tracks whether Excellus BlueCross BlueShield's customers would recommend using the product based on a scale of -100 to 100.
Excellus BlueCross BlueShield Overall NPS
| 38% | Promoters |
|---|---|
| 4% | Passives |
| 58% | Detractors |
Excellus BlueCross BlueShield NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Nov 2023 -13 | Nov 2023 | -13 |
Jan 2024 -7 | Jan 2024 | -7 |
Feb 2024 0 | Feb 2024 | 0 |
Jun 2024 -6 | Jun 2024 | -6 |
Aug 2024 -10 | Aug 2024 | -10 |
Sep 2024 -5 | Sep 2024 | -5 |
Nov 2024 -11 | Nov 2024 | -11 |
Jan 2025 -5 | Jan 2025 | -5 |
May 2025 -9 | May 2025 | -9 |
Nov 2025 -13 | Nov 2025 | -13 |
Apr 2026 -16 | Apr 2026 | -16 |
Jun 2026 -20 | Jun 2026 | -20 |
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.
Excellus BlueCross BlueShield NPS by Gender
Male customers rated Excellus BlueCross BlueShield's NPS 56 points higher than Female customers.
Male
0
Excellus BlueCross BlueShield's NPS was rated by Male customers on Comparably.
33%
Promoters
34%
Passives
33%
Detractors
Female
-56
Excellus BlueCross BlueShield's NPS was rated -56 by Female customers on Comparably.
22%
Promoters
0%
Passives
78%
Detractors
Excellus BlueCross BlueShield NPS by Ethnicity
Excellus BlueCross BlueShield's NPS was rated the highest by Caucasian customers, and the lowest by Other customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 0 | Caucasian | 0 |
Other -100 | Other | -100 |
Excellus BlueCross BlueShield NPS by Age
Excellus BlueCross BlueShield's NPS was rated the highest by customers ages 61-65, and the lowest by customers ages 66+.
Excellus BlueCross BlueShield NPS by Usage
Excellus BlueCross BlueShield's NPS was rated the highest by customers who have used Excellus BlueCross BlueShield's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
1 to 2 Years -100 | 1 to 2 Years | -100 |
Over 10 Years -63 | Over 10 Years | -63 |
Excellus BlueCross BlueShield Customer Reviews
Out of the 4 Excellus BlueCross BlueShield customer reviews 2 were positive and 2 were constructive. Excellus BlueCross BlueShield 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
Excellus BlueCross BlueShield Customer Loyalty
75%
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.
75% of Excellus BlueCross BlueShield 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?"
Excellus BlueCross BlueShield Customer Loyalty Score by Gender
Male customers rated Excellus BlueCross BlueShield's Customer Loyalty score 40% higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Gender data of Excellus BlueCross BlueShield.
Male
100%
Yes
Female
60%
Yes
Excellus BlueCross BlueShield Customer Loyalty Score by Ethnicity
Excellus BlueCross BlueShield's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Excellus BlueCross BlueShield.
61
out of 100
Caucasian
78
out of 100
Other
Excellus BlueCross BlueShield Customer Loyalty Score by Age
Excellus BlueCross BlueShield's Customer Loyalty score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Excellus BlueCross BlueShield.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
61-65 40% | 61-65 | 40% |
66+ 82% | 66+ | 82% |
Excellus BlueCross BlueShield Customer Loyalty Score by Usage
Excellus BlueCross BlueShield's Customer Loyalty score was rated the highest by customers who have used Excellus BlueCross BlueShield's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Excellus BlueCross BlueShield Customer Loyalty Score by Industry
Excellus BlueCross BlueShield's Customer Loyalty score was rated the highest by Accounting industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Industry data and uncover the answer to "Would you consider yourself a loyal user/customer?" by industry.
Excellus BlueCross BlueShield Product Quality
3.1/5
Excellus BlueCross BlueShield has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
Sign Up to unlock Excellus BlueCross BlueShield's overall Product Quality score rated by its users and customers.
Excellus BlueCross BlueShield Product Information
Excellus BlueCross BlueShield’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Healthcare, Hospitals and Medicine industry rated Excellus BlueCross BlueShield's product the highest. Reviewers from the Accounting industry rated Excellus BlueCross BlueShield the lowest at 2.
- Website
- https://www.excellusbcbs.com
- Company Size
- 10,000+ Employees
Industry
Tech
Consumer Services
FinTech
Healthcare
Insurance
Quick Insights into Excellus BlueCross BlueShield Product Quality
Excellus BlueCross BlueShield's Product Quality score was rated highest by Caucasian customers, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked Excellus BlueCross BlueShield's Product Quality.
Ranked Excellus BlueCross BlueShield Product Quality the Highest
Ranked Excellus BlueCross BlueShield Product Quality the Lowest
Excellus BlueCross BlueShield Product Quality Score by Gender
Male customers rated Excellus BlueCross BlueShield's Product Quality score 0.8 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Gender data of Excellus BlueCross BlueShield.
Male
3.1/5
Female
2.3/5
Excellus BlueCross BlueShield Product Quality Score by Ethnicity
Excellus BlueCross BlueShield's Product Quality score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Ethnicity data of Excellus BlueCross BlueShield.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.5 | Caucasian | 3.5 |
Other 1.5 | Other | 1.5 |
Excellus BlueCross BlueShield Product Quality Score by Age
Excellus BlueCross BlueShield's Product Quality score was rated the highest by customers ages 61-65, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Product Quality by Age data of Excellus BlueCross BlueShield.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
61-65 2.6 | 61-65 | 2.6 |
66+ 2.5 | 66+ | 2.5 |
Excellus BlueCross BlueShield Product Quality Score by Usage
Excellus BlueCross BlueShield's Product Quality score was rated the highest by customers who have used Excellus BlueCross BlueShield's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Product Quality by Usage data.
Excellus BlueCross BlueShield Product Quality Score by Industry
Excellus BlueCross BlueShield's Product Quality score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full Product Quality by Industry data.
Excellus BlueCross BlueShield Pricing
Excellus BlueCross BlueShield ROI & Value For Money
3/5
Excellus BlueCross BlueShield has a value for money and ROI score of 3 out of 5 stars rated by its users and customers.
Sign Up to unlock Excellus BlueCross BlueShield's overall ROI score rated by its users and customers.
Excellus BlueCross BlueShield 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 Healthcare, Hospitals and Medicine industry. The users from the Accounting industry think that they had the lowest ROI from Excellus BlueCross BlueShield.
Quick Insights into Excellus BlueCross BlueShield ROI
Excellus BlueCross BlueShield's ROI score was rated highest by Caucasian customers, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked Excellus BlueCross BlueShield's ROI score.
Ranked Excellus BlueCross BlueShield ROI the Highest
Ranked Excellus BlueCross BlueShield ROI the Lowest
Excellus BlueCross BlueShield ROI Score by Gender
Male customers rated Excellus BlueCross BlueShield's ROI score 1 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full ROI by Gender data of Excellus BlueCross BlueShield.
Male
3.1/5
Female
2.1/5
Excellus BlueCross BlueShield ROI Score by Ethnicity
Excellus BlueCross BlueShield's ROI score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full ROI by Ethnicity data of Excellus BlueCross BlueShield.
0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 3.3 | Caucasian | 3.3 |
Other 1.5 | Other | 1.5 |
Excellus BlueCross BlueShield ROI Score by Age
Excellus BlueCross BlueShield's ROI score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Excellus BlueCross BlueShield.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
61-65 2 | 61-65 | 2 |
66+ 2.6 | 66+ | 2.6 |
Excellus BlueCross BlueShield ROI Score by Usage
Excellus BlueCross BlueShield's ROI score was rated the highest by customers who have used Excellus BlueCross BlueShield's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full ROI by Usage data.
Excellus BlueCross BlueShield ROI Score by Industry
Excellus BlueCross BlueShield's ROI score was rated the highest by Healthcare, Hospitals and Medicine industry customers, and the lowest by Accounting industry customers.
Sign Up for Brand Profile PRO to get the full ROI by Industry data.
Excellus BlueCross BlueShield Customer Satisfaction (CSAT)
Excellus BlueCross BlueShield Customer Satisfaction (CSAT) Score
47 / 100
Excellus BlueCross BlueShield has an overall Customer Satisfaction score of 47 rated by its users and customers.
Sign Up to see the full customer demographics data and the people that answered "How would you rate your overall satisfaction with the service you received?"
Very Satisfied
26%
Satisfied
21%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
11%
Very Dissatisfied
42%
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 Excellus BlueCross BlueShield Customer Satisfaction
Excellus BlueCross BlueShield's Customer Satisfaction score was rated highest by Caucasian customers, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked Excellus BlueCross BlueShield's Customer Satisfaction.
Ranked Excellus BlueCross BlueShield Customer Satisfaction the Highest
Ranked Excellus BlueCross BlueShield Customer Satisfaction the Lowest
Excellus BlueCross BlueShield Customer Satisfaction Score by Gender
Male customers rated Excellus BlueCross BlueShield's Customer Satisfaction score 33 points higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Gender data of Excellus BlueCross BlueShield.
66 / 100
MaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 0% | |
Very Dissatisfied | 34% |
33 / 100
FemaleVery Satisfied | 22% | |
|---|---|---|
Satisfied | 11% | |
Neither Satisfied nor Dissatisfied | 0% | |
Dissatisfied | 11% | |
Very Dissatisfied | 56% |
Excellus BlueCross BlueShield Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Excellus BlueCross BlueShield's Customer Satisfaction (CSAT) score was rated 72% according to Caucasian users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Excellus BlueCross BlueShield.
72 / 100
Very Satisfied
43%
Satisfied
29%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
14%
Very Dissatisfied
14%
CSAT according to Other
Excellus BlueCross BlueShield's Customer Satisfaction (CSAT) score was rated 0% according to Other users and customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Ethnicity data of Excellus BlueCross BlueShield.
0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
100%
Excellus BlueCross BlueShield Customer Satisfaction Score by Age
Excellus BlueCross BlueShield's Customer Satisfaction score was rated the highest by customers ages 66+, and the lowest by customers ages 61-65.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Age data of Excellus BlueCross BlueShield.
0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 61-65 | 33% | |||||||||||||||
| 66+ | 40% |
Excellus BlueCross BlueShield Customer Satisfaction Score by Usage
Excellus BlueCross BlueShield's Customer Satisfaction score was rated 26 points by customers who have used Excellus BlueCross BlueShield's products/services for Over 10 Years.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Usage data.
Excellus BlueCross BlueShield Customer Satisfaction Score by Industry
Excellus BlueCross BlueShield's Customer Satisfaction score was rated 25 points by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Satisfaction by Industry data.
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"label": "Healthcare, Hospitals and Medicine",
"groupId": 522,
"score": 25,
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"text": "Excellus BlueCross BlueShield's Customer Satisfaction score is rated by Healthcare, Hospitals and Medicine customers on Comparably.",
"scoreClassName": "max",
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}Excellus BlueCross BlueShield Customer Service
2.8/5
Excellus BlueCross BlueShield has an overall Customer Service score of 2.8 out of 5 stars rated by its users and customers.
Sign Up to unlock Excellus BlueCross BlueShield's overall Customer Service score rated by its users and customers.
About Excellus BlueCross BlueShield's Customer Service
Address
165 Court Street, Rochester, NY 14647-0001
Website
https://www.excellusbcbs.com
Phone Number
(585) 238-4400
Quick Insights into Excellus BlueCross BlueShield Customer Service
Excellus BlueCross BlueShield's Customer Service score was rated highest by Caucasian customers, and rated lowest by Other customers.
Sign Up to unlock insights into how customers have ranked Excellus BlueCross BlueShield's Customer Service score.
Ranked Excellus BlueCross BlueShield Customer Service the Highest
Ranked Excellus BlueCross BlueShield Customer Service the Lowest
Excellus BlueCross BlueShield Customer Service Score by Gender
Male customers rated Excellus BlueCross BlueShield's Customer Service score 0.8 stars higher than Female customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Gender data of Excellus BlueCross BlueShield.
Male
2.8/5
Female
2/5
Excellus BlueCross BlueShield Customer Service Score by Ethnicity
Excellus BlueCross BlueShield's Customer Service score was rated the highest by Caucasian customers, and the lowest by Other customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Excellus BlueCross BlueShield.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 3.4 | Caucasian | 3.4 |
Other 1.5 | Other | 1.5 |
Excellus BlueCross BlueShield Customer Service Score by Age
Excellus BlueCross BlueShield's Customer Service score was rated the highest by customers ages 61-65, and the lowest by customers ages 66+.
Sign Up for Brand Profile PRO to get the full Customer Service by Age data of Excellus BlueCross BlueShield.
0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
61-65 2.6 | 61-65 | 2.6 |
66+ 1.9 | 66+ | 1.9 |
Excellus BlueCross BlueShield Customer Service Score by Usage
Excellus BlueCross BlueShield's Customer Service score was rated the highest by customers who have used Excellus BlueCross BlueShield's products/services for Over 10 Years, and the lowest by customers with 1 to 2 Years of usage.
Sign Up for Brand Profile PRO to get the full Customer Service by Usage data.
Excellus BlueCross BlueShield Customer Service Score by Industry
Excellus BlueCross BlueShield's Customer Service score was rated the highest by Accounting industry customers, and the lowest by Healthcare, Hospitals and Medicine industry customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Industry data.
Excellus BlueCross BlueShield as an Employer
4.1/5
Excellus BlueCross BlueShield has a 4.1/5 stars for its overall company culture rated by their employees
top
5%
CEO of Excellus BlueCross BlueShield
In the Top 5% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Excellus BlueCross BlueShield scored a -20 for Net Promoter Score and a 3 for Employee Net Promoter Score. NPS gauges how likely a customer of Excellus BlueCross BlueShield would recommend the brand to a friend. ENPS measures how likely Excellus BlueCross BlueShield employees would recommend working at Excellus BlueCross BlueShield to a friend.
Net Promoter Score
-20
NPS Score
| 38% | Promoters |
|---|---|
| 4% | Passive |
| 58% | Detractors |
Employee Net Promoter Score
3
eNPS Score
| 41% | Promoters |
|---|---|
| 21% | Passive |
| 38% | Detractors |
