Behind the Score: What a +71 NPS Tells Us About Our Broker Partnerships

We recently asked a simple but important question to our broker partners across the globe: 

"How likely are you to recommend Descartes Underwriting to a colleague or peer?"

The results? With an overall Net Promoter Score of +71, Descartes Underwriting stands well above the B2B insurance average of +35. More than numbers—they’re a powerful reflection of the relationships we’ve built, the trust we’ve earned, and the work we do together every day.

So, How Did We Do?

We’re proud to share our latest NPS results from brokers in Australia, the United Kingdom, and the United States:

✅ No detractors at all in Australia or the U.S.
✅ Strong majority of promoters in every region
✅ Feedback that goes beyond numbers—into genuine appreciation

These are world-class scores by any standard, especially in a market as competitive and fast-moving as ours. 

What You Told Us: Why Brokers Recommend Descartes

We didn’t just measure satisfaction—we listened closely to your words. And what stood out again and again was how we work together:

The underwriting team is very good to deal with—upfront, honest, and thoughtful.

Very helpful with established perils and willing to consider novel solutions. Good communication and service time.

Across the board, brokers called out:

• The clarity and openness of our underwriting teams
• Technically sharp, responsive, and tuned in to brokers' real-world needs
• A genuine sense of partnership
• Our agility especially in tailoring solutions
• A shared focus on doing what’s best for your clients

In Australia, many brokers highlighted feeling truly valued. And in the UK, 100% of respondents agreed that Descartes values its broker partnerships. That’s a strong foundation to build on.

Where We Can Do Even Better

Great partnerships thrive on honest feedback, and we’re grateful for the constructive suggestions you shared. In both the UK and Australia, brokers asked for more regular updates—on appetite, new products, and market shifts. These are clear, actionable insights—and we’re already working on ways to respond.

What This Means Going Forward

Your trust means everything to us. And your feedback gives us the roadmap to keep improving.

• We’ll double down on what’s working: technical strength, fast response times, transparent collaboration.
• And we’ll keep investing in what matters to you: clearer communication, consistent market updates, and pricing that stays competitive.

At Descartes, we’re not just about offering parametric coverage. We’re about making your job easier, faster, and more impactful—so you can deliver the best for your clients with confidence.

What Is NPS and Why Does It Matter?

If you’ve ever answered that question on a scale from 0 to 10, you’ve contributed to a Net Promoter Score (NPS). It’s a standard way to measure customer loyalty and satisfaction—by seeing not just who’s satisfied, but who’s enthusiastic enough to actively recommend you.

• Scores of 9 or 10 = Promoters (Loyal enthusiasts)
• Scores of 7 or 8 = Passives (Satisfied but unenthusiastic)
• Scores of 0 to 6 = Detractors (Unhappy customers who may damage your brand)

The calculation is simple:
 % Promoters – % Detractors = NPS

For example, if 70% of respondents are promoters and 10% are detractors, the NPS = +60.

The math is straightforward, but the message behind the numbers can be incredibly revealing. 

General NPS Score Benchmarks:

While NPS benchmarks can differ across industries and regions, here’s a general guide to help you interpret it:

The average Net Promoter Score (NPS) for the insurance industry in 2025 is 35 (Source: Customer Gauge). So yes—our +71 score tells a powerful story.

Thank You for Your Trust

To every broker who took the time to share your views—thank you. These results reflect the strength of our partnership and the shared success we can build by continuing to listen.

In a world where risks are rising and certainty is harder to come by, you've made it clear: what matters most is having a partner who is transparent, dependable, and genuinely in your corner.

This score tells us you feel supported, understood, and valued. It confirms that we’re on the right path—building real trust by doing what we say, staying close to our partners, and helping you bring security and clarity to your clients.

As we continue to evolve, you can count on us to remain agile and committed to earning your recommendation—every step of the way.

“It’s not just the product. It’s the people behind it.”
 We couldn’t have said it better ourselves.