St Lukes has set a new national industry standard in customer care, taking out ‘Private Health Insurer of the Year’ in the Roy Morgan Customer Satisfaction Awards, announced last night.
The awards are decided from the world’s largest ongoing single source survey of more than 60,000 people across Australia, which asks participants how satisfied they feel about their interactions with various companies.
St Lukes finished with an average customer satisfaction of 93.6 per cent – one of the highest of any of the winning companies.
St Lukes CEO Paul Lupo said the highly coveted award from Australia's largest independent research company highlighted St Lukes’ commitment to providing exceptional value and customer care to its members.
“St Lukes prides itself on maintaining a close relationship with our community, by listening to and understanding the needs and expectations of our members and by putting them at the forefront of our service offerings and broader advocacy efforts,” Mr Lupo said.
“Being recognised nationally in this way really validates our dedicated local team’s commitment to delivering the highest level of service and value to our members, both in Tasmania and across the nation.
“This is further reinforced by our consistently high Net Promotor Score (NPS), which measures the likelihood of our members recommending us to a family member or friend.
“Our most recent NPS came back at + 41 per cent, which is exceptionally high for our industry. To put it in context, our two major industry competitors scored minus 15 and minus 21 per cent.”
In addition to the Private Health Insurer of the Year, St Lukes also won the Private Health Insurer of the Year (Not-for-Profit or Restricted) award category.
“St Lukes has been providing not-for-profit health insurance for more than 70 years and we’re very proud of our history, but we’re always looking to the future, with a focus on preventative health care and generational change,” Mr Lupo said.
“We have a vision to make Tasmania the healthiest island on the planet, and we have been working hard to advocate for improvements to our state’s health system as well as looking at innovative ways we can empower our members to take control of their own health and wellbeing.
“This has included the creation of wellness hubs for our members and the community with sessions facilitating movement, nutrition and connection, as well as free access to our health navigators, who can support people to find their way through the health system no matter where they are in their health journeys.
“We’re absolutely thrilled to have achieved such a nationally renowned accolade, further inspiring and motivating our people to keep working hard for our members and towards our vision.”
Roy Morgan CEO Michele Levine said St Lukes had returned to the winners’ circle in style, taking its total victory tally to six, having previously won Private Health insurer of the Year for four consecutive years from 2016 – 2019.
“The Tasmanian stalwart has had an exceptional year, winning 18 monthly awards for customer satisfaction – nine in each category – the equal most monthly wins of any company and returns to the winner’s list,” Ms Levine said.
“The commitment shown by St Lukes to consistently provide high levels of customer satisfaction is why this company is a constant presence among the most highly rated companies in this important award and has been a valued company for many Tasmanians for over 70 years.”
ENDS
For further information: Jacquie Ray, Timmins Ray Public Relations 0429 683 779.