-17
NPS
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Brand Page
Blue Cross Blue Shield of Massachusetts
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About Blue Cross Blue Shield of Massachusetts' Brand
Blue Cross Blue Shield of Massachusetts is a state licensed private health insurance company
Brand at a Glance
78%
Customer Loyalty
3.1/5
Product Quality
2.7/5
Pricing
2.7/5
Customer Service
Blue Cross Blue Shield of Massachusetts CMO
Kathy Klingler
Kathy Klingler serves as the Chief Marketing officer (CMO), SVP Product, Marketing and Customer Experience for Blue Cross Blue Shield of Massachusetts. Kathy started at Blue Cross Blue Shield of Massachusetts in February of 2017. Kathy is based in the Greater Boston Area.
Blue Cross Blue Shield of Massachusetts NPS
Blue Cross Blue Shield of Massachusetts's Net Promoter Score (NPS) is a -17 with 33% Promoters, 17% Passives, and 50% Detractors. Net Promoter Score tracks whether Blue Cross Blue Shield of Massachusetts's customers would recommend using the product based on a scale of -100 to 100.
Blue Cross Blue Shield of Massachusetts Overall NPS
| 33% | Promoters |
|---|---|
| 17% | Passives |
| 50% | Detractors |
Blue Cross Blue Shield of Massachusetts NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Aug 2020 100 | Aug 2020 | 100 |
Jul 2021 0 | Jul 2021 | 0 |
Sep 2021 -33 | Sep 2021 | -33 |
May 2022 0 | May 2022 | 0 |
Aug 2022 0 | Aug 2022 | 0 |
Apr 2023 -17 | Apr 2023 | -17 |
May 2023 -1 | May 2023 | -1 |
Oct 2023 0 | Oct 2023 | 0 |
Jan 2024 -11 | Jan 2024 | -11 |
Feb 2024 -20 | Feb 2024 | -20 |
May 2024 -9 | May 2024 | -9 |
Feb 2025 -17 | Feb 2025 | -17 |
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.
Blue Cross Blue Shield of Massachusetts Customer Loyalty
78%
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.
78% of Blue Cross Blue Shield of Massachusetts 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?"
Blue Cross Blue Shield of Massachusetts Product Quality
3.1/5
Blue Cross Blue Shield of Massachusetts has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
Sign Up to unlock Blue Cross Blue Shield of Massachusetts' overall Product Quality score rated by its users and customers.
Blue Cross Blue Shield of Massachusetts Product Information
Blue Cross Blue Shield of Massachusetts’s product quality score is a 3.1 out of 5 as rated by its users and customers.
- Website
- http://www.bluecrossma.com/
- Company Size
- 5,001-10,000 Employees
Industry
Healthcare
Blue Cross Blue Shield of Massachusetts Pricing
Blue Cross Blue Shield of Massachusetts ROI & Value For Money
2.7/5
Blue Cross Blue Shield of Massachusetts has a value for money and ROI score of 2.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Blue Cross Blue Shield of Massachusetts' overall ROI score rated by its users and customers.
Blue Cross Blue Shield of Massachusetts Customer Satisfaction (CSAT)
Blue Cross Blue Shield of Massachusetts Customer Satisfaction (CSAT) Score
58 / 100
Blue Cross Blue Shield of Massachusetts has an overall Customer Satisfaction score of 58 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
29%
Satisfied
29%
Neither Satisfied nor Dissatisfied
29%
Dissatisfied
0%
Very Dissatisfied
13%
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.
Blue Cross Blue Shield of Massachusetts Customer Service
2.7/5
Blue Cross Blue Shield of Massachusetts has an overall Customer Service score of 2.7 out of 5 stars rated by its users and customers.
Sign Up to unlock Blue Cross Blue Shield of Massachusetts' overall Customer Service score rated by its users and customers.
About Blue Cross Blue Shield of Massachusetts's Customer Service
Address
Landmark Center, 401 Park Drive, Boston, MA
Website
http://www.bluecrossma.com/
Phone Number
617-246-5000
Blue Cross Blue Shield of Massachusetts as an Employer
2.5/5
Blue Cross Blue Shield of Massachusetts has a 2.5/5 stars for its overall company culture rated by their employees
top
25%
CEO of Blue Cross Blue Shield of Massachusetts
In the Top 25% of Similar Sized Companies on Comparably.
Consumer vs. Employees
Blue Cross Blue Shield of Massachusetts scored a -17 for both Net Promoter Score and Employee Net Promoter Score. NPS gauges how likely a customer of Blue Cross Blue Shield of Massachusetts would recommend the brand to a friend. ENPS measures how likely Blue Cross Blue Shield of Massachusetts employees would recommend working at Blue Cross Blue Shield of Massachusetts to a friend.
Net Promoter Score
-17
NPS Score
| 33% | Promoters |
|---|---|
| 17% | Passive |
| 50% | Detractors |
Employee Net Promoter Score
-17
eNPS Score
| 33% | Promoters |
|---|---|
| 17% | Passive |
| 50% | Detractors |
