*Visit myhlms.com to complete our Net Promoter Score survey.*

Healthy Living periodically surveys our customers to monitor our Net Promoter Score (NPS), a measure of customer satisfaction and loyalty. We have an active survey in process again this year on the home page of our website, and we are also collecting responses via phone, text message, and web chat. This is the third time in a few years that we have sought this kind of quantitative feedback.

The survey is based on a scale of 0-10 (with 10 being best) and asks one question: How likely are you to recommend Healthy Living to a friend or co-worker? There is an opportunity to give written comment as well. Based on the current round of responses, we currently have a Net Promoter Score of 66. Over the last 30 days, we have had 69 customers submit responses to the survey on our website and on the phone. Fifty-four of these customers gave us a 9 or a 10.

As we have shared on our blog in the past, it is our promise to our customers, health plan partners, and provider partners that when you contact Healthy Living, the customer care agent will be friendly and warm, knowledgeable about the products and disease, and will solve any issues you might be experiencing.

You can visit our website at myhlms.com to complete the brief, one-question survey. Or, you can submit your response directly to an agent the next time you call, chat on our website, or text. We look forward to hearing from you – thank you for helping us continually improve.

It is that time of year again when Healthy Living participates in the Net Promoter Score survey to collect feedback from our customers. This feedback helps ensure we are delivering on our promise of providing world-class customer service. What does this promise mean for our customers? It means that each and every time you call, text, or email, you will find that:

1. Our agents are friendly. Was the agent polite and welcoming?

2. Our agents are knowledgeable. We pride ourselves on a deep level of product expertise and understanding of diabetes. Was the agent insightful about the products you inquired about? Did the agent show empathy in their interaction with you?

3. Our agents are helpful. Did the agent actually help you solve your problem or answer your questions?

If the answer to any of these questions is ever a “No,” we want to know about it immediately. You can always call us at (866)779-8512 and ask to speak with our Director of Customer Care, George A., or you may write an email to managers@myhlms.com with a description of your concern. You can be assured that we will do everything possible to make the situation right for you.

We know that living with a chronic disease such as diabetes can be a challenge. And while insulin pump therapy and continuous glucose monitoring technology provide a tremendous benefit to our customers, we also know that having the correct supplies delivered in a timely manner is critical to patient success. It is our goal to make sure that working with us is easy and that we’re delivering world-class customer service.

Please take a moment to visit our website, myhlms.com, and complete the 30-second survey that pops up from the bottom of the page – and please leave a comment if you have specific praise or feedback for improvement. Thank you for helping us to continuously improve and serve our customers better and better, every day.

-Matt Montagne, Vice President of Strategy and Innovation

Net Promoter Score Survey in Process with Feedback Starting Strong

The Healthy Living Promise: Delivering World-Class Customer Service