OneDigital East Net Promoter Score is 80

At OneDigital, we believe that our commitment to customer service is a key driver of our success.

Since launching our Voice of the Customer program, we have maintained an average net promoter score (NPS) of 80 (-100 to +100) across the East region compared against an industry standard average of 36 as noted by many online studies.

We place the needs of our clients at the forefront of everything we do, and our customer service philosophy reflects this focus. We strive to deliver personalized, responsive, and proactive service to every client, regardless of their size or industry.

To ensure we are meeting the needs of our clients, we have implemented an ongoing strategy known as “Voice of the Customer.”

These surveys are conducted following our clients’ benefits renewal process and again around their mid-year strategy meeting. Within this survey, we ask for their Net Promoter Score (NPS) as well as feedback on various parts of their renewal and OneDigital teams’ support.

What is Net Promoter Score? The Net Promoter Score (NPS) is a customer satisfaction benchmark that measures how likely your customers are to recommend your business to a friend or colleague. NPS is a typical benchmark a company can measure to evaluate and improve customer loyalty. The NPS is the typical answer to the question, "On a scale of 0 to 10, how likely are you to recommend OneDigital to a friend or colleague." The responses to this question are then categorized into three groups:

• Promoters: Customers respond with a 9-10
• Passives: Customers respond with 7-8
• Detractors: Customers who respond with a 0-6

We thank our clients for taking time out of their busy schedules to provide us meaningful feedback that has led to favorable NPS scores. As fierce advocates for our clients, we will continue to put the needs of our clients first and deliver top notch customer service that they deserve.

Last Updated 9/24/25