HomeResourcesService Responsiveness #2

Service Responsiveness #2

March 2024

Client Relationship Net Promoter Score


Onboarding Net Promoter Score


Client Emails Answered Within 1 Business Day


Client Calls Answered that Didn’t Go to Voicemail


Participant Calls Answered in 60 Seconds or Less


Participant Chats Answered in 60 Seconds or Less


Participant Emails Answered Within 1 Business Day


Testimonial Highlights:

Alongside these statistics, we proudly showcase recent testimonials from satisfied clients who have experienced firsthand the dedication and expertise of our support team. These testimonials underscore our dedication to delivering exceptional service, further solidifying our reputation as a trusted partner in meeting our clients’ needs with responsiveness and responsibility. 

Shane Manka was nice, easy to work with, and knowledgeable.” – Broker

“User friendly. Excellent customer service and user friendly platform.” – an Ameriflex Client

Ease of completing the onboarding process. Nice that everything is done online and without paperwork for an easier implementation.. Easiest TPA to do business with that I have seen in a long time. Response time is amazing and the staff that I have worked with have been very knowledgeable.” – an Ameriflex Client

“I like that there is a guide at the top of the screen that helps navigate you to the next step and allows you to go back to complete items. It’s great. . I love the renewal process. My implementation folks have always gone above and beyond to assist me and educate me on some of the hairiest situations.” – an Ameriflex Client

“Marcus’ attention to detail and excellent communication during the implementation process. I love that Ameriflex provides great customer service and provides an online employer account which is easy to use.” – an Ameriflex Client

“Excellent response time when questions were asked . Amanda on the Manius team has been very responsive and helpful.” – Broker 

“Kanya was very helpful and informative during our process. She was also very prompt in answering any questions. . I love that you do an implementation meeting, so you can ensure that your clients understand their policy.” – Broker

Learn more about how we deliver exceptional service by requesting a proposal.

My implementation team was an absolute pleasure to work with. They were responsive and attentive to our account. Overall great experience.
- Thom

Net Promoter Score

The Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction with a company, product, or service. It is based on the simple question: “On a scale of 0 to 10, how likely are you to recommend [company/product/service] to a friend or colleague?” Respondents are then categorized into three groups:

Promoters (score 9-10): These are customers who are highly satisfied and loyal to the company. They are likely to recommend the company to others, contributing positively to its growth and reputation.

Passives (score 7-8): These customers are somewhat satisfied but not as enthusiastic as promoters. They are neutral and may be easily swayed by competitors.

Detractors (score 0-6): These customers are unhappy or dissatisfied with the company’s products or services. They are unlikely to recommend the company and may even spread negative word-of-mouth, potentially harming the company’s reputation.

To calculate the Net Promoter Score, the percentage of detractors is subtracted from the percentage of promoters. The resulting score can range from -100 (if all respondents are detractors) to +100 (if all respondents are promoters). A positive NPS indicates that a company has more promoters than detractors, signaling strong customer loyalty and satisfaction. Ameriflex’s Client Relationship NPS Score is 94, which is significantly higher than the industry’s average of 37.