ONVZ retains stable high ranking in 2026 customer satisfaction survey
Houten, 23 April 2026 - In an independent survey, market research agency MarketResponse has once again this year measured loyalty and satisfaction among people insured with health insurers. ONVZ has retained its stable high ranking as a First-Class Health Insurer in the KlantenMonitor Zorgverzekeringen® 2026: the scores for recommendation (NPS 27) and trust (NTS 27) are practically the same as last year and well above the market average.
As well as high scores for recommendation and trust, the survey shows that people insured with ONVZ give ratings of 8.2 out of 10 for service and 7.8 out of 10 for the health-care plans themselves. Satisfaction with the premium rose significantly from 6.6 to 6.9.
The quality experienced by customers
The most important factors and strengths of ONVZ are: the general experience of those insured with ONVZ, the coverage/reimbursements, and the quality of the contact with ONVZ. The extensive scope of the packages and reimbursements for physiotherapy were specifically mentioned by customers. When it comes to contact with ONVZ, customers cited the attitude and behaviour of employees, the availability of ONVZ, and the knowledge and expertise of employees.
Loyalty remains high
Loyalty also remains high: 88% of insured people said that they were likely (or highly likely) to stay with ONVZ. The intention to ‘shop around’ remains stable at 29%, well below the market average.
Contact channels and digital experience
Alongside this solid foundation, there is also room for improvement. The survey reveals a shift in the digital experience. For example, appreciation of the app was lower than last year (user-friendliness and clarity) and there was a slight drop in satisfaction with the chat feature and telephone contact.
Clear communication
The survey also shows that customers require transparency and explanations. They want clearer communication about costs and reimbursements, for example. In addition, they are wondering how the future strategic partnership with VGZ will affect them.
Age-Pieter Kamermans, Customer Relations Director at ONVZ
“We are pleased with the appreciation and loyalty expressed by our customers, and are happy that independent research can back up the quality of our First-Class Health-Care Plans. This is why we are reading the results of the KlantenMonitor Zorgverzekeringen® 2026 very carefully. Once again, this year’s survey confirms that we have a solid, consistent foundation, and provides pointers showing us where to invest in the future. We take this very seriously. As an insurer offering a First-Class Health-Care Plan, we continually work hard to offer the people insured with us the quality that made them choose ONVZ and thereby carry on making a difference for them.”
