Customer Experience & Policyholder NPS Intelligence

Horizon Mutual Insurance · 620K Policyholders

North-star metric: Net Promoter Score (target ≥42) — linking journey friction to retention outcomes

Last Updated
2024-01-15 08:00 EST
Net Promoter Score
36
-2 vs Q3
Target: 42
Customer Effort Score
3.8
±0.0
of 5.0
FNOL Digital Adoption
48%
+4%
Target: 55%
Complaints / 10K Policies
18.2
+1.4
Avg Resolution Time
11d
+2d
Target: 7d
Self-Service Active %
62%
+3%

Net Promoter Score Trend — 8 Quarter View

Customer Effort Score by Journey Touchpoint

NPS by Line of Business

Open Complaint Queue — 14 Cases

Premium Dispute Backlog
Case ID Policyholder Category Age (Days) Assigned To Severity
#C-8821 Martinez, Elena Premium Dispute 18 Team Billing High
#C-8814 Johnson, Marcus Claims Delay 14 R. Singh Medium
#C-8809 Chen, Lily Billing Error 22 Team Billing High
#C-8802 Williams, Sarah Coverage Question 6 A. Patel Low
#C-8795 Rodriguez, Carlos Premium Dispute 29 Team Billing High
#C-8789 Thompson, Rachel Policy Cancellation 11 K. Lee Medium
#C-8783 Davis, Michael Claims Processing 8 R. Singh Low
#C-8776 Anderson, Jennifer Premium Dispute 16 Team Billing High

Digital vs. Agent-Assisted Journey NPS

Post-Claim vs. Non-Claim Cohort NPS

Post-Claim NPS
44
Claims Filed Q4
Non-Claim NPS
33
No Claims Q4
Billing friction erodes trust in non-claim cohort — 28% of detractors cite premium disputes

Portal Active Users

62%
384,400 of 620K

Mobile App Adoption

41%
254,200 downloads

Chatbot Deflection Rate

58%
22K interactions/month

NPS Correlation with 12-Month Retention

Detractor Recovery Queue

High-Risk Renewals
NPS 0-6, Renewal in 60d
142
Passive Flight Risk
NPS 7-8, Multiple contacts
318
Outreach Completed
Recovery calls this month
89
Recovery target: 35% conversion of detractors to passives within 90 days
Survey Response Rate
23.4%
14,518 responses in Q4
Benchmark vs. ClearView Insurance
36 vs. 41
NPS gap driven by self-service adoption
Next Survey Deployment
Jan 22
Post-renewal cohort pulse