Cigna
cigna.com ↗In their words
“We had a strong selling season in pharmacy benefit services, with the retention rate over 97% for 2026”
“We expect approximately 97% retention in our Pharmacy Benefit Services business”
“Full-year adjusted earnings per share of $29.84, a 9% increase, building on a multiyear track record of sustained earnings growth. We also took steps forward in improving our customer experience as evident by the increase in our customer net promoter score year over year in each of our largest businesses.”
NPS disclosures (5)
The Cigna Group aligns leadership compensation with customer and patient satisfaction measured by Net Promoter Score.
Cigna Evernorth invested $100M in AI for specialty pharmacy, mentioning Net Promoter Score as a key performance metric.
In 2021, enterprise learning programs received an average NPS of 59.
…personalized year-end pharmacy benefit statement to our Express Scripts customers, detailing their annual benefit savings. • Accountability: To ensure accountability as we expand and evolve our organization to better serve patients, we aligned leaders’ compensation with customer and patient satisfaction, using the customer advocacy metric known as Net Promoter Score, or NPS.
Full-year adjusted earnings per share of $29.84, a 9% increase, building on a multiyear track record of sustained earnings growth. We also took steps forward in improving our customer experience as evident by the increase in our customer net promoter score year over year in each of our largest businesses.
Retention disclosures (2)
Retention rate (Pharmacy Benefit Services): 97% (Q4 2025) — “We had a strong selling season in pharmacy benefit services, with the retention rate over 97% for 2026”
Retention rate (Pharmacy Benefit Services): 97% (Q3 2025) — “we expect approximately 97% retention in our Pharmacy Benefit Services business”
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Lighthouse companies in Health insurers & care providers
About these figures
Every figure here was publicly disclosed by the named company: press releases, annual reports, SEC filings, earnings calls and news coverage. Companies tend to publish their NPS when it is good, so these numbers run higher than a true industry average: read them as what leading companies in this vertical say publicly, not as an industry benchmark.
NPS runs from −100 to +100. Retention figures are reported as the company defines them (net revenue retention, gross revenue retention, customer retention rate, churn). Every entry links to its source in the full database.