How NPS and insights drive the entire UnitedHealth organization

UnitedHealth, the healthcare organization, has made the Net Promoter Score (NPS) a key metric not just for marketing, but for its entire business.

The Net Promoter Score (NPS) – a 14-year-old metric that's traditionally managed by insights and marketing departments – is driving growth and direction at a healthcare company that occupies sixth spot on the Fortune 500, has an operating income of $13 billion, and boasts 260,000 staff (including 60,000 physicians and nurses).