If your HSA partner's mobile app rating is below 3.5, your member NPS is paying for it. The relationship between app rating and member benefits-NPS is one of the strongest correlations in benefits research, and the worst part is that it shows up in employer engagement surveys without the source being attributed.
Measure three things. First, your HSA partner's current app store rating. Open the App Store and Google Play in front of your renewal committee. Anything below 3.5 is a red flag. Anything below 3.0 is a hiring-risk-to-your-benefits-team flag.
Second, your average time-to-first-investment among HSA-eligible employees. If your provider has a $1,000 investing threshold, you can stop measuring — the answer is "never" for most of your members. That's revenue not flowing to your employees' retirement accounts.
Third, your benefits-team support ticket volume for HSA and FSA issues, normalized against headcount. Most teams find that this number is 4–8x higher than it should be — and most of that volume is driven by UX failures, not eligibility complexity.
What to do with the data. Bring the three numbers to your next renewal call. Ask your incumbent how they're going to move them. If the answer is roadmap-future-quarter-platform-investments, the answer is no. The vendors who fix this in 2026 will be the ones who already shipped a modern member app — not the ones who promise one.
If you want a working scoring sheet for your evaluation, our Modern HSA Buyer's Guide walks through the full framework.