Illawarra born health fund Peoplecare is the best in Australia when it comes to customer satisfaction and loyalty.
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Peoplecare is the number one ranked health funds across the nation in the IPSOS Healthcare and Insurance Australia 2015 Report.
It means the home grown health fund has not lost touch with its customers despite growing rapidly during the last decade.
Listening continues to be the key to success as Peoplecare spreads nationally but retains its base in the Illawarra.
It is now regarded as a national not-for-profit health fund and by being awarded the top score for customer satisfaction and loyalty in the IPSOS Healthcare and Insurance Australia 2015 Report it has beaten larger health funds such as Medibank, Bupa, NIB and HCF.
Peoplecare’s “Love People” slogan was also awarded the top Net Promoter Score (NPS) in Australia.
Its ranking of 84 was almost double the industry average of 43.
NPS is universally accepted as the most common measure of customer satisfaction and loyalty between a business and its customers.
Chief executive Michael Bassingthwaighte said it is the second time in a row Peoplecare has achieved the top NPS score.
The IPSOS Report is conducted every two years.
Peoplecare also received the highest ranking for all open funds for treatment of members as individuals, not numbers.
Mr Bassingthwaighte said his team took pride in offering an exceptional customer experience for health insurance.
“These results from IPSOS are a tangible reflection of our mantra - ‘because personal is best’. We know this is what Australians want when it comes to healthcare and we treat all members like real people, with individual needs and circumstances,” he said.
“We are extremely proud Peoplecare leads the health insurance industry in the provision of customer service and satisfaction. We exist only to benefit members, not shareholders, so it’s incredibly rewarding to see this reflected in these results.”
About the IPSOS report.
- It is based on a large scale survey which asks more than 5,000 Australians about their attitudes, satisfaction and behaviour with many aspects of the Australian health and health insurance systems.
- It captures long term trends on a range of critical measurements and as well as being a rich historical data base for government health departments/agencies, private health insurance funds, industry bodies and regulators to review and analyse when considering potential or proposed health policy and product changes.
- Further information on the IPSOS Survey can be found at http://ipsos.com.au/spotlighton-health-care-insurance/
