In an Industry with Very Low Client Satisfaction, We Stand Out

In 2024, traditional pharmacy benefits managers (PBMs) had an average net promoter score (NPS) of six. For RxBenefits clients, it was 48.

That’s a dramatic difference.

Why it matters:

NPS is the gold standard of customer satisfaction, calculated by asking one central question: How likely are you to recommend this company to a friend or colleague?

On a scale of 1-10, “promoters” are those who give a company a score of 9 -10, “passives” score at 7- 8, and “detractors” are at the lowest end with scores from 0 – 6.

A company’s NPS is equal to the percentage of “detractors” subtracted from the percentage of “promoters.” The average NPS across industries is 32.

The average NPS in the PBM industry, according to consulting firm PSG, is six.

RxBenefits’ NPS is 48.

This means our clients are not only satisfied with our services, but many are also passionate advocates.

We attribute that loyalty to our thorough and proactive account management and responsive, U.S.-based client and member service teams who focus on issue resolution, not call time.

Our aim is to do more than serve our clients, it’s to assume full responsibility for client and member service and leave them in awe.