Net Promoter Score:
What It Is and Why It Matters for Towne Insurance
At Towne Insurance, serving members is at the heart of everything we do. One way we keep a close eye on how well we're delivering on that promise is through the Net Promoter Score. The net promoter score (NPS) offers a clear, comparable view of member loyalty and advocacy. When you work with an agency where trust, clarity, and responsive service matter every day, this metric becomes a powerful signal of whether we're providing the experience you expect, especially during the moments that matter most, such as filing a claim, navigating repairs, or seeking support after an unexpected event - when clear guidance, timely updates, and compassionate service make all the difference.
We're proud that Towne Insurance regularly enjoys a world-class NPS score above 70. This reflects our commitment to best-in-class service, transparent communication, and expert guidance you can count on. As part of the Towne Family of Companies, we pair local attention with national strength, and our performance on this measure demonstrates why members choose to stay, expand coverage, and recommend Towne to others.
What is Net Promoter Score (NPS)?
The net promoter score is built on a straightforward prompt known as the net promoter score question: How likely are you to recommend our company to a friend or colleague? Respondents answer on a 0-10 scale. The NPS survey then groups responses to highlight loyalty and risk:
- Promoters (9-10): Enthusiastic clients who tend to share their positive experiences.
- Passives (7-8): Satisfied but not highly engaged.
- Detractors (0-6): Unhappy clients.
To compute the NPS, we subtract the percentage of Detractors from the percentage of Promoters. The score ranges from -100 to +100. Generally, 50 or above is considered excellent, and 70+ is viewed as world-class.
For carriers, agencies, and brokers, the net promoter score is a leading indicator across the policyholder journey - from quoting and policy issuance to billing, service, and claims. A strong NPS suggests members trust the experience at key touchpoints. A weaker NPS signals friction, confusion, or gaps in support.
At Towne Insurance, our NPS score above 70 is the outcome of proactive risk advice, clear coverage explanations, responsive service, and empathetic claims support. These elements build trust and advocacy - and they're reflected every time a member answers the net promoter score question in our NPS survey.
Why Members Choose Towne Insurance
We are proud to be part of the Towne Family of Companies, and we bring that spirit of service to every member relationship. Our strong NPS score is a reflection of what you can expect when you choose Towne:
- Personalized guidance from experienced advisors focused on your goals, risks, and budget.
- Access to multiple leading insurance providers as an independent agency, helping you secure competitive options without the guesswork.
- Responsive service, clear answers, and proactive communication from people who care about your experience.
- Empathetic claims advocacy, with guidance to navigate complex situations and move forward with confidence.
- Ongoing risk reviews and coverage recommendations as your needs evolve, from personal coverage to complex business insurance programs.
We invest in our teams with training, technology, and support so they can deliver on our commitment to service. The net promoter score question gives you a voice, and the NPS survey ensures that your feedback helps shape how we work. That's how we continue to earn trust, deepen relationships, and support the communities we serve.
If you're ready for an agency that puts you first, we'd be honored to help. Connect with Towne Insurance to experience the care, expertise, and follow-through behind our world-class NPS.
Trusted By Those We Serve
Our commitment to exceptional service is reflected in the feedback we receive from members every day.