Service Responsiveness
Our service responsiveness page offers a comprehensive insight into our commitment to prompt and efficient customer support. Over the previous month, we’ve focused on ensuring that our clients’ inquiries are addressed swiftly and satisfactorily.
2025
April 2026
Client Relationship Net Promoter Score
93
91
Onboarding Net Promoter Score
73
61
Client Emails Answered Within 1 Business Day
92%
94%
Client Calls Answered that Didn’t Go to Voicemail
90%
86%
Participant Calls Answered in 60 Seconds or Less
89%
75%
Participant Chats Answered in 60 Seconds or Less
89%
23%
Participant Emails Answered Within 1 Business Day
100%
73%
Testimonial Highlights:
Alongside these statistics from Qualtrics (Net Promoter Score), Zendesk (Calls), and Amazon Web Services (Chat), 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.
Learn more about how we deliver exceptional service by requesting a proposal.
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 is 89+ year over year, which is significantly higher than the industry’s average of 37.
Empowering Participants Through Education
Our previous webinar, “Claims Process & Common Denials,” drew over 300+ live attendees, with continued interest following the event. This session was designed to help employees enrolled in Spending Accounts better understand the claims process and reduce the risk of avoidable denials. By walking participants through submission requirements, common denial reasons, and resolution strategies, we gave them the tools to confidently navigate their Ameriflex benefits and get reimbursed faster.
It’s just one example of why we’re the #1 choice for benefits administration that goes beyond the basics, delivering proactive support and education.