According to ARX, the company’s overall Net Promoter Score (NPS) currently stands at 83.8. The company attributes this figure to the work of sales, claims handling and the contact centre.
NPS ARX — 83.8 and comparison with industry standards
Net Promoter Score (NPS) was proposed by Fred Reichheld of Bain & Company and is measured by asking how likely someone is to recommend, on a scale from 0 to 10; scores 9–10 are promoters, 7–8 are passives, 0–6 are detractors. The score is calculated by subtracting the share of detractors from the share of promoters. The metric can range from −100 to +100.
Generally, a result up to 20 is considered weak, 20–50 good, 50–70 very good, and anything above 70 exceptional. For the insurance sector the thresholds are lower: +35 is a good result, +50 strong, and from +60 extraordinarily strong. According to CustomerGauge, the average NPS for the insurance industry worldwide is around 35, which makes the company’s 83.8 markedly higher than the industry level.
Satisfaction scores by product and reviews on platforms
In addition to NPS, the company monitors customer satisfaction with claims handling using a five‑point scale: for the KASKO “All‑inclusive” comprehensive motor insurance the score is 4.8 out of 5, and in medical insurance it is also 4.8. The scores remain high despite different service scenarios between motor KASKO and medical insurance.
Customer experience for the KASKO “All‑inclusive” product is additionally measured via the independent platform Revizion: there are over 12.5 thousand reviews there, more than two thousand of which appeared in the past year, and 95% are positive. Here are a few reviews from one week in September:
“Very polite staff, they explained everything well; as soon as I submitted all the documents, the payment was made the next day.”
“Professionalism and attentiveness of the staff. Quick response.”
“Promptness and personal communication.”
Feedback handling process and response times
Reviews appear on Revizion, Google, social media, the company website and other online platforms; the company works with every submission. The rule is simple: a thank‑you after a survey and an urgent post on a forum follow the same path, while forums help identify where the process is breaking down.
Each case is examined individually: they pull up the details of the specific contract, contact the responsible manager and provide an official reply; if a review exposes a genuine service issue, it is resolved. The first contact with the customer takes place within an hour or two, and the target is to fully process the review within 24 hours; the scores feed into reports and affect key performance indicators (KPIs) for service levels.
