If you’ve ever been asked “How likely are you to recommend us to a friend?” after a customer service call or an online purchase, you’ve already participated in an NPS survey. That one simple question carries a lot of weight, especially in insurance.
So, What Exactly Is an NPS?
NPS stands for Net Promoter Score. It’s a customer loyalty metric built around a single question:
“On a scale of 0 to 10, how likely are you to recommend this company to a friend or family member?”
Responses fall into three buckets:
- Promoters (9–10): Loyal fans who will tell others about you.
- Passives (7–8): Satisfied, but not exactly recruiting new customers for you.
- Detractors (0–6): Unhappy customers who may actively steer others away.
The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters, a number between -100 and +100.
Simple math. Powerful insight.
Why Does NPS Matter in Insurance?
Most customers only interact with their carrier twice: when they buy a policy and when they file a claim. That’s it. There aren’t many chances to build trust or recover from a bad impression.
That makes NPS especially meaningful here. It doesn’t just measure satisfaction; it measures whether a customer would stake their own reputation on recommending you to someone they care about. For agents, it’s a useful shorthand for: “Will this company show up for my client when things go sideways?” For homeowners, it’s the insurance equivalent of reading reviews before choosing a contractor, except these reviewers had a lot more on the line.
Context matters. Here’s how the scoreboard reads:
- Above 0: More happy customers than unhappy ones.
- Above 20: Favorable. You’re doing something right.
- Above 50: Excellent. Customers are actively advocating.
- Above 70: World-class — think Starbucks and USAA territory.
Where Does Swyfft Land?
Swyfft’s NPS is 75. Well above the industry average. But it’s not by accident. It’s the result of building the experience based on what customers want, and what agents actually need.
- Speed from the Start. Quotes generated in seconds from just an address. No long forms. No back-and-forth.
- Claims without the Chaos. Swyfft’s Direct Repair Network connects customers with vetted local pros fast—with repairs backed by a three-year warranty.
- Support that Shows Up. BBB A+ accredited. 24/7 claims reporting. Real people who stay calm, clear, and helpful when everything else isn’t.
The Bottom Line
NPS isn’t just a score—it’s a signal.
It tells you whether customers would put their name behind you. Whether agents feel confident placing business with you. Whether your experience holds up when it actually matters.
A 75 says one thing loud and clear: