{"id":2298,"date":"2026-05-19T09:54:25","date_gmt":"2026-05-19T09:54:25","guid":{"rendered":"https:\/\/www.way.com\/business\/insights\/\/"},"modified":"2026-05-19T09:54:25","modified_gmt":"2026-05-19T09:54:25","slug":"embedded-benefits-for-nps-csat-scores","status":"publish","type":"insights","link":"https:\/\/www.way.com\/business\/insights\/insurance\/embedded-benefits-for-nps-csat-scores\/","title":{"rendered":"How embedded benefits improve insurance NPS and CSAT scores\u00a0\u00a0"},"content":{"rendered":"

In\u00a0Insurance, Net Promoter Score (NPS) and Customer Satisfaction (CSAT) are the two metrics that together measure the health of the policyholder relationship – and both have a direct line to revenue.\u00a0<\/span>\u00a0<\/span><\/p>\n

The Net Promoter Score (NPS) is considered the gold standard of customer experience (CX) metrics.\u00a0It evaluates the overall bond between a customer\u00a0and\u00a0the company, as well as the likelihood that a customer will recommend it to others. While NPS is a relationship metric that measures long-term customer loyalty, CSAT is a transactional metric that measures how satisfied customers are with a specific interaction. What we need to understand\u00a0is that CSAT is not just a support metric; it is a revenue driver. A higher CSAT correlates with increased customer loyalty\u00a0and\u00a0retention.\u00a0Maintaining\u00a0a high CSAT is consistently associated with NPS improvement over time.\u00a0<\/span>\u00a0<\/span><\/p>\n

According to\u00a0<\/span>Retently’s 2025 NPS Benchmark data<\/span><\/a>, the average NPS for insurance in the B2C market is just 23 – among the lowest of any sector tracked. Why do insurance CX metrics stay low? And how do we fix that?\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>\n

Why do insurance NPS and CSAT scores stay low? <\/span>\u00a0\u00a0<\/span>\u00a0<\/span><\/h2>\n

The insurers with high NPS\u00a0aren’t\u00a0just processing claims faster.\u00a0They’re\u00a0making themselves useful on days when nothing goes wrong. Low NPS and stagnant CSAT share a common root cause, i.e., touchpoint scarcity.\u00a0To drive Lifetime Value (LTV) and secure market share, insurance carriers must shift from being claim-centric and adopt a model of continuous, proactive utility.\u00a0<\/span>\u00a0<\/span><\/p>\n

Embedded benefits, including integrated mobility services like car washes, parking, and gas discounts, transform insurance from a dormant legal requirement into a functional daily utility.\u00a0\u00a0Insurance carriers can actively\u00a0leverage\u00a0this to improve NPS and CSAT.\u00a0\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Embedded benefits help transform the relationship between policyholders and insurance companies from rare, often negative interactions (claims) into frequent, positive value moments. Building frequent non-claim touchpoints ensures that policyholders derive tangible ROI from their premiums long before a claim is ever filed. This makes you stand out among price-driven competitors.\u00a0By\u00a0strategically adding these benefits, you can\u00a0address\u00a0the root causes of low CX metrics.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

Build policyholder loyalty through everyday value moments <\/span>\u00a0<\/span><\/h2>\n

Continuously engaging with customers through embedded benefits provides meaningful, everyday savings on services such as parking, car washes, and maintenance. These daily\/weekly moments keep your brand top of mind with your customers. These positive interactions strengthen the relationship between the insurer and the policyholder and build long-term loyalty. By offering value outside of claims, insurance carriers can reduce churn because customers feel the benefit of their policy\u00a0immediately\u00a0and regularly.\u00a0<\/span>\u00a0<\/span><\/p>\n

Improve insurance CSAT scores with frictionless embedded benefits<\/span>\u00a0<\/span><\/h2>\n

CSAT improves when policyholders have frictionless experiences. And embedded benefits are one of the most direct ways to create them. By creating a better-than-expected experience, you can boost CSAT. For example, a tangible offer like $100 toward auto glass repair or gas discounts (up to 25\u00a2\/gal) delivers the kind of positive surprise policyholders rarely associate with their insurer. Platforms like Way+ are purpose-built to deliver high-quality, easy-to-use services that\u00a0eliminate\u00a0common friction points.\u00a0<\/span>\u00a0<\/span><\/p>\n

Differentiate your insurance product in a price-driven market<\/span>\u00a0<\/span>\u00a0<\/span><\/h2>\n

Since most insurance products are\u00a0nearly identical, customers choose policies based solely on price. This is a major reason for low NPS. Integrating everyday auto services allows a carrier to stand out in a crowded market. When customers receive unexpected value like roadside discounts or EV charging, they become active brand advocates.\u00a0<\/span>\u00a0<\/span><\/p>\n

The benefits described above create better policyholder experiences and generate measurable financial returns.\u00a0Let\u2019s take a look at what the data\u00a0show.\u00a0\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n

How embedded benefits deliver bottom-line ROI for insurers <\/span>\u00a0<\/span><\/h3>\n

According to\u00a0<\/span>research by Frederick Reichheld<\/span><\/a>\u00a0of Bain & Company, a\u00a05%\u00a0improvement in customer retention can increase profits by 25%\u00a0to 95%.\u00a0This means adding embedded benefits\u00a0doesn\u2019t\u00a0just satisfy your customers; it directly improves profitability.\u00a0<\/span>\u00a0<\/span><\/p>\n

Insurers using Way+<\/span><\/a>\u00a0specifically\u00a0report a 30% increase in customer retention and a 44% boost in brand engagement. By integrating Way+, insurance carriers\u00a0can\u00a0capture a share of the thousands of dollars car owners spend annually on mobility.\u00a0<\/span>\u00a0<\/span><\/p>\n

Conclusion<\/span>\u00a0<\/span><\/h2>\n

Embedding benefits is one of the most effective and measurable ways to improve and sustain NPS and CSAT scores, moving insurers away from a reactive service model toward a proactive value model built on everyday utility. Insurers who act on this shift now will build the kind of policyholder loyalty that no price war can erode.\u00a0<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

In\u00a0Insurance, Net Promoter Score (NPS) and Customer Satisfaction (CSAT) are the two metrics that together measure the health of the policyholder relationship – and both have a direct line to revenue.\u00a0\u00a0 The Net Promoter Score (NPS) is considered the gold standard of customer experience (CX) metrics.\u00a0It evaluates the overall bond between a customer\u00a0and\u00a0the company, as… Continue reading How embedded benefits improve insurance NPS and CSAT scores\u00a0\u00a0<\/span><\/a><\/p>\n","protected":false},"featured_media":2299,"template":"","insights_category":[80],"class_list":["post-2298","insights","type-insights","status-publish","has-post-thumbnail","hentry","insights_category-insurance","entry"],"acf":[],"yoast_head":"\nHow embedded benefits improve insurance NPS and CSAT scores\u00a0\u00a0 - Business<\/title>\n<meta name=\"description\" content=\"Beat low NPS\/CSAT scoring by adding more embedded benefits. 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