Verdict: CVS Health Corporation shows early-stage public customer-centricity evidence, scoring 8.0/10 in this automated assessment of publicly available material. A customer satisfaction metric is referenced in public materials, though a specific score or programme detail has not been published. This report is based solely on publicly available evidence — internal programmes not reflected in public documents are not captured.
B+
8 / 10
Good — meaningful CX commitment
Scorecard
💬Customer language
2 / 3
Customer language appears consistently across multiple pages and investor materials, signalling that serving customers is a named organisational priority.
🔄CX programme evidence
3 / 3
Customer experience is acknowledged as a discipline, with references to feedback or service improvement appearing in official materials.
📊Measurement proof
2 / 3
NPS or a named customer metric is mentioned in public documents, though no specific score is published.
🤝Commitment depth
1 / 1
Some evidence of customer commitment depth, though executive accountability for CX metrics is not explicitly demonstrated in public materials.
Overall score
Score of 8.0/10: the company demonstrates early-stage customer-centricity signals. The gap to a score of 5+ is typically bridged by publishing a named customer metric and adding explicit programme language to the website.
8/10
Evidence
Sorted by rubric tier descending — Tier 3 (named measurement) and Tier 4 (commitment depth) are the rarest and most differentiating signals. A single source page may satisfy several criteria (e.g. [T3a] + [T3b] + [T3c] stacked).
[T4] CX governance and strategic commitmentWeakView ↗
t action to
the cultural aspects
deepen relationships and improve the lives of our most
vulnerable patient population while simultaneously increasing
NPS and demonstrating measurable business improve…
[T3a] NPS, CSAT, or named metric explicitly mentionedStrongView ↗
experience.
6 |
Introduction | Healthy People | Healthy Business | Healthy Community | Healthy Planet | About
Advancing
our impact
81.2
MinuteClinic® Net Promoter Score, MinuteClinic received Joint C…
[T3a] NPS, CSAT, or named metric explicitly mentionedStrongView ↗
consumer experience whitepaper — Net Promoter Score, NPS (Claude search) The critical role of
consumer experience
in health care
Improving medication adherence and preventive care
February 2025
Table…
e Order Care Order Care Order
NPS NPS NPS NPS NPS NPS
Pre CLF (1/1-5/1) CLF (5/2-10/4) Expanded CLF (10/5-Current)
Specialty Care NPS Specialty Order NPS
1166
Clicking this link returns the
HOME
rHeO…
harmacy users
30 million utilized digital
remained focused on improving the to set up key pharmacy preferences
We continue to build on our engagement
customer experience, removing points of and enrol…
[T2a] CX named as a discipline[T2c] Acting on feedback or CX in reportingMediumView ↗
dividuals who have
passed away. The numerator counts all members in the 2022 base period who did not
return in 202313; 23; 25.
13
Conclusion
By using patient-centric experiences to build trust, CVS H…
[T2a] CX named as a discipline[T2b] Customer listening or feedback mechanism[T2c] Acting on feedback or CX in reportingMediumView ↗
emplified this by using
constructive feedback themes to rapidly make
changes to business operations that impact the
patient experience. They leverage Customer Journey
Mapping to identify and act upon…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
r screenings, a 4.7 personalized digital programs for
and physical experiences percent improvement in medication members that support health literacy customer reach
adherence for cardiovascular, diab…
[T1a] Customer or client mentioned[T1b] Customer language on 2+ page types[T1c] Operational customer languageWeakView ↗
itive impact, share recognition,
and learn from our mistakes... In the case of CVS Specialty, Brett Kiley, Executive Director, Patient Experience and Client Engagement,
paved the path for a consumer-…
increasing
levels of trust in health care6. As a leading health solutions
company, CVS Health recognizes the impact increased levels
of trust have on patient outcomes like medication adherence
and ot…
What CVS Health Corporation is doing well
CVS Health Corporation references customer satisfaction or feedback in its public materials, suggesting that customer outcomes are tracked internally. This provides a credible foundation — the next step is to surface that evidence publicly.
Customer language features in the company's communications, including website copy and investor materials. The tone suggests customers are considered a genuine priority rather than an afterthought.
What is missing
A customer satisfaction metric is mentioned but no specific score is published. Moving the metric from a passing reference to a prominently cited figure — even in an investor presentation — would significantly strengthen the public signal.
The CX programme is referenced but not described in sufficient detail. Adding specifics — feedback frequency, review process, or an example of action taken — would substantially strengthen the narrative.
Analyst implication: CVS Health Corporation has the early ingredients of a customer-centric company. A targeted update to its public communications — publishing an NPS score and describing the feedback loop — would move the grade from 8 to 6+ and position it as a credible customer-led business.
How CVS Health Corporation could improve its ranking
Elevate the NPS reference from a footnote to a featured metric. Citing the score prominently — on the website and in earnings materials — signals genuine accountability rather than occasional mention.
Add a 'How we listen to customers' paragraph to the corporate website. Describing the feedback cadence, who reviews results, and one example of action taken demonstrates that customer listening is operational, not aspirational.
Suggested website text
Want to improve this grade?
See what world-class customer-centricity looks like and what changes would move the needle for CVS Health Corporation.
Recommended copy · About Us page · Net Promoter Score version
Customer Experience is a Strategic Priority: We do more than collect feedback — we act on it. Our closed-loop feedback discipline ensures every client voice drives measurable improvement across our products and services. We measure customer loyalty using the Net Promoter Score (NPS) and are committed to sharing our progress publicly as part of our transparency commitment.
💡 Why this improves your score: Adding the actual NPS number (e.g. 'Our 2025 NPS reached 72') would award T3c (+2 points) and significantly improve CVS Health Corporation's Customer Test ranking. This single addition could move the grade from B to A.
See full scoring methodology →
Research note: We may have been unable to view all website material for this company.
Some evidence may be absent.
If you wish to add evidence,
please use this form.
Legal Disclaimer — DISCLAIMER: TheCustomerTest provides independent, editorial analysis based on publicly available documents and information. All scores, ratings, and commentary reflect subjective opinions derived from our methodology and are not statements of fact. Where customer metrics such as Net Promoter Score (NPS) or CSAT are referenced, they are not evaluated on their absolute value, but rather as evidence of transparency in measurement and a company's efforts to understand and improve customer experience. While we aim to use reliable sources, we make no representations regarding the accuracy, completeness, or timeliness of the content. We are not affiliated with, endorsed by, or sponsored by any of the companies referenced. This website's content is for informational purposes only and does not constitute professional advice. Users should not rely solely on these assessments for business decisions. To the fullest extent permitted by law, we disclaim all liability for any loss arising from use of this site, and we reserve the right to update or remove content at any time.
