The program has been in place since 2017 and the NPS scores have steadily improved: Net Promoter Scores (NPS)ĪHM appears to be doing a little better however with the 2020 NPS results +41.2 compared to Medibanks +31.8 Medibank CEO admits customer experience failingsĮditor: note this is from the 2016 article: In addition to updating some infrastructure in a $150m project back in 2016, Drummond also announced plans to introduce Net Promoter Scores ( NPS) across the organisation. Perhaps it seems unless what they need is to speak to a live customer service agent without a long wait time? In 2020, Medibank also introduced Messaging – their online char service that “allows customers to reponson to a conversation in their own time along with other ‘self-service features to make it simple for customers to get what they need. Unfortunately, reference and data to customer wait times via the contact centre seem to have mysteriously been removed from the Medibank annual reports with the last mention back in 2017 when “the average call wait time in our customer service centre dropped significantly”. Telephone waiting times are 30 to 60 minutes, not 3 to 6 minutes”. Drummond is either lying or being lied to. One particular pain point noted in the article is the poor contact centre experience with wait times “doubling from three minutes to six minutes in the past six months”.Īccording to some customers, however, even that is a little optimistic – one customer commented that “ Medibank is still in denial.
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