Exceptional Client Experiences
We partner closely with our customers to meet their unique needs and deliver pharmacy benefits for their members. Our dedication to this approach has resulted in a Net Promoter Score (NPS) score of 57. Within the PBM industry, the average NPS score reflecting client experiences is 81. This NPS score is part of an examination of pharmacy benefit manager (PBM) providers and based on feedback from health plans and plan sponsors. The Navitus difference is clear.
Delivering Results
PSG, publisher of the 2023 Pharmacy Benefit Manager Customer Satisfaction Report that includes industry NPS scores, identified several themes around what health plans and plan sponsors want in a PBM.2 These are in line with and underscore the value of the partnerships and collaboration we provide to clients.
Cost/Pricing – Respondents to the PSG survey want effective options for addressing high-cost therapies. Navitus continues to innovate with programs like QALYiQ™ to identify untapped savings for high-cost claims, helping just one company save almost $200,000 in 2023.
Transparency – In line with expectations for cost control measures, clients also seek transparency to rebate values negotiated and delivered. For over 20 years, the Navitus model has passed 100% of rebates and discounts directly to our clients.
Service – Whether it is member or client experience, respondents identify service as a motivating factor for choosing a PBM. In 2023, 84% of Navitus clients were extremely or very satisfied with the overall service and support delivered by Navitus to their pharmacy benefit program.
1 2023 Pharmacy Benefit Manager Customer Satisfaction Report. Pharmaceutical Strategies Group (PSG). https://www.psgconsults.com/industry-report/2023-pbm-csr/
2 2023 Pharmacy Benefit Manager Customer Satisfaction Report. Pharmaceutical Strategies Group (PSG). https://www.psgconsults.com/industry-report/2023-pbm-csr/
