Research firm Forrester asked more than 4,500 consumers about their interactions with a variety of companies, gauging the usefulness, usability and enjoyability of those experiences. Eight health plans were included in the resulting customer-experience index (CxPi) ratings. As a group, health plans received the lowest rating in the CxPi, with a “very poor” rating of 51 percent. This is a decrease of three percentage points from last year’s industry score of 54 percent.
Research firm Forrester asked more than 4,500 consumers about their interactions with a variety of companies, gauging the usefulness, usability and enjoyability of those experiences. Eight health plans were included in the resulting customer-experience index (CxPi) ratings. As a group, health plans received the lowest rating in the CxPi, with a “very poor” rating of 51 percent. This is a decrease of three percentage points from last year’s industry score of 54 percent.
Kaiser took the top spot with an “OK” rating of 70 percent. Its closest competitor, Medicare, lagged behind by 15 percentage points with a “poor” rating. The remaining firms ended up with ratings of “very poor.” Across all three components of the CxPi, Kaiser ranked above all health-plan competitors. Anthem wound up in second place for usefulness and ease of use, while Medicare ended up second for enjoyability. At the other end of the spectrum, Medicaid received the lowest scores for usefulness and ease of use, and United Healthcare landed at the bottom for enjoyability.
