Healthcare & Pharma
Healthcare and pharmaceutical companies logged 610 scored NPS disclosures, placing the sector at a median of 82.0—eight points above the cross-industry norm. Recent releases from Terveystalo Oyj, RIS Rx, and Cypress Health Partners illustrate the sustained focus on patient experience that has characterised the sector's disclosure trajectory over the past decade.
The headline
Healthcare & Pharma reported 610 canonical disclosures with an average score of 76.3 and a median of 82.0. That median places the sector eight points above the corpus-wide benchmark of 74, reflecting an industry where customer experience metrics are both mature and widely communicated. The sector average is pulled modestly lower by a small but meaningful tail of negative scores; excluding these outliers, the typical disclosure sits firmly in the 'good' to 'excellent' range.
The spread is relatively compact. The top quartile frequently touches or exceeds 90, while the bottom decile includes a handful of disclosures below 10—most stemming from adverse events, regulatory scrutiny, or service failures that triggered public acknowledgment and remediation plans.
NPS evolution
Disclosure volume and average scores both climbed through the late 2010s, peaking at a median of 89.0 in 2020 before settling into the low-to-mid 80s in subsequent years. The dip in 2022—median 76.4—appears to reflect post-pandemic strain on delivery models, with recovery evident in 2023 and sustained through 2025. Early 2026 data (43 disclosures) suggest continuity rather than step-change.
Disclosure volume
Annual disclosure counts rose from single digits in 2016 to a high of 107 in 2025, with 2026 already contributing 43 reports through early May. The ramp reflects broader adoption of NPS as a board-level KPI and the proliferation of digital health platforms that instrument feedback loops by design. Specialty pharmacy, SaaS-enabled care coordination, and payer organisations account for much of the growth since 2021.
Sub-sector view
Grouping disclosures by sector-text patterns reveals distinct performance bands. SaaS-enabled health tech and specialty pharmacy score highest on average, while traditional hospital and physician association disclosures show wider variance. Aesthetics and elder care occupy the lower middle, often reflecting the operational intensity and regulatory complexity of in-person service delivery.
| Sub-sector | n | Avg | Median |
|---|---|---|---|
| Healthcare SaaS | 37 | 81.4 | 85.0 |
| Pharmacy | 48 | 78.9 | 82.5 |
| General Healthcare | 458 | 76.0 | 82.0 |
| Aesthetics | 12 | 52.3 | 48.0 |
Company stories
The Oscar Health turnaround
Oscar Health delivered the sector's largest documented swing: from 30.0 in April 2021 to 87.0 in August 2025, a 57-point gain across six disclosures. The insurer's early scores reflected member friction with narrow networks and claims processing; subsequent investments in digital-first member experience, concierge care teams, and transparent cost tools drove steady improvement. Medibank showed a similar arc, rising 42 points from 24.0 in early 2019 to 66.0 by mid-2024, although on a smaller sample.
Perfect scores and high achievers
RareMed posted a 100.0 score in June 2025, as did Health Network One in December 2024 and UCI Health / Sprinter Health in March 2024. These ceiling scores typically accompany narrow, high-touch service models—specialty drug access programs, boutique urgent care, or concierge primary care—where sample sizes are small and selection effects run high. myLaurel reported a range of 97–99 in March 2026, citing its AI-augmented patient engagement platform.
Trouble at the bottom
RACGP, the Royal Australian College of General Practitioners, recorded a -50.0 in September 2022, the sector's lowest score. The disclosure followed member dissatisfaction with exam administration and professional development support during pandemic disruptions. Alpha Aesthetics Partners reported 4.9 in August 2024, and Abridge—a clinical documentation SaaS vendor—logged 4.0 in July 2025, both tied to implementation friction and unmet expectations on workflow integration.
Fresh in 2026
The opening months of 2026 brought a dozen new disclosures, many highlighting operational resilience and digital-engagement gains:
- Terveystalo Oyj reported 88.1 for Q1 2026 appointments, maintaining its position as Finland's leading private health provider.
- RIS Rx disclosed a 95.0 score in April, attributing the result to its specialty infusion and pharmacy coordination model.
- Redcare Pharmacy noted electronic prescription NPS rising from 73 to 76 in Q1, a modest but steady gain in a competitive European e-pharmacy market.
- emeis, the French elder-care operator, reported resident NPS climbing to 41 at end-2025 from just 18 in 2022, reflecting a multi-year quality and staffing initiative.
- Blue Shield of California shared an 89.0 score for its Virtual Blue telemedicine program, based on 2024 post-visit surveys.
Older nuggets worth a second look
- Oak Street Health disclosed a 92.0 score in September 2017 as it expanded into Philadelphia, presaging the value-based primary care wave.
- MDsave reported 91.0 in August 2017, contrasting sharply with partner hospital scores around 31 and underscoring the price-transparency value proposition.
- Compass Professional Health Services achieved 83.0 in October 2017, positioning care navigation as a high-NPS service layer.
- BioPlus Specialty Pharmacy ranked first in patient satisfaction with a 75.0 score in August 2017, demonstrating early specialty pharmacy differentiation.
- Alliar announced a 75.0% NPS in Q2 2017, up 448 basis points quarter-over-quarter, reflecting rapid operational improvement in Brazil's diagnostics sector.
- eHealth earned a 73.0 score for its Medicare customer care team in October 2016, an early signal of the online broker model's stickiness.