What Is Net Promoter Score?

Net Promoter Score is a customer experience metric designed to measure customer loyalty and willingness to recommend a company.

Customers are typically asked a simple question:

“On a scale of 0 to 10, how likely are you to recommend this company to a friend or colleague?”

Based on their responses, customers are grouped into three categories:

• Promoters (9–10): Customers who are highly satisfied and likely to recommend the company.
• Passives (7–8): Customers who are generally satisfied but may not be enthusiastic advocates.
• Detractors (0–6): Customers who are less satisfied and may be less likely to recommend the company.

The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. The resulting score can range from -100 to 100.

A higher NPS generally indicates stronger customer loyalty.

Why Does NPS Matter?

Customer satisfaction can be difficult to measure with a single number. NPS provides organizations with a consistent way to track how customers feel about their overall experience.

For an insurance company, that experience can include many different interactions—from getting information about coverage to communicating with an agency, managing a policy or navigating the claims process.

A strong NPS can indicate that customers aren’t simply satisfied with a single interaction. They have enough confidence in their overall experience to recommend the company to someone else.

That’s important because insurance is built on relationships and trust. Customers want to know that their insurance company will be there when they need protection most.

What Does an NPS of 84 Mean?

Tower Hill currently has an NPS of 84, significantly above the reported industry average of 45.

While NPS scores can vary by industry and methodology, the comparison provides useful context for understanding Tower Hill’s customer experience.

An NPS of 84 means that Tower Hill has a high proportion of customers who report being likely to recommend the company, relative to the number who would not.

For us, the number represents more than a metric. It reflects the experiences our customers have with Tower Hill and the relationships we’re working to build with them.

NPS Is About More Than a Score

While an NPS number provides a useful snapshot, the real value comes from understanding why customers gave that score.

Customer feedback can help organizations identify:

• What customers value most
• Where the customer experience is working well
• Where improvements may be needed
• How customer expectations are changing
• Opportunities to strengthen customer relationships

In other words, NPS isn’t simply about achieving a high number. It’s about listening to customers and using their feedback to continually improve the experience.

Why Customer Experience Matters in Insurance

Choosing insurance isn’t just about finding a policy. Customers also want confidence that their insurance company understands their needs and will be there when it matters.

A positive customer experience can help build that confidence over time.

At Tower Hill, we believe customer feedback is an important part of understanding what we’re doing well and where we can continue to improve. Our NPS is one way we measure that relationship.

Learn More About Net Promoter Score

So, what is Net Promoter Score? In simple terms, it’s a measure of customer loyalty based on how likely customers are to recommend a company.

For Tower Hill, our 84 NPS—compared with an industry average of 45—provides one indication of the positive experiences our customers report.

But the most important part isn’t the number itself. It’s what we learn from our customers and how we use that feedback to keep improving.