TriCare and Kaiser Permanente Lead Health Plans in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the health insurance industry:

  • The health plan industry has the second-lowest average rating. The average score was 55%, tied with Internet service providers. (The lowest-ranked industry was TV service providers.)
  • The industry has been steadily improving over the last three years, from an average rating of 50.3% in 2011 to 54.8% this year.
  • The highest-ranked health plan, TriCare, is #78 across all industries in the ratings.  The plan’s rating of 71% is six percentage points ahead of the second-highest-ranked health plan, Kaiser Permanente.
  • TriCare earned the top marks for functional and emotional experience while Kaiser Permanente earned the top accessible rating.
  • TriCare earned the largest improvement over 2012, 12 points, followed by Anthem (BSBS) with an eight point gain and Highpoint (BCBS) with a seven point gain.
  • Coventry Health Care has an unusual profile, somewhat below average functional rating with a strong accessible and emotional ratings.
  • Thirteen of the 15 health insurance companies surveyed have scores considered “poor” or “very poor.”
  • Three plans tied for the lowest functional component: CareFirst (BCBS), Health Net, and Empire (BCBS).
  • Medicaid earned the lowest score for the accessible component.
  • CIGNA and CareFirst (BCBS) earned the lowest emotional ratings.
  • The lowest-ranked health plan, #242 Empire (BCBS), was the only plan with a “very poor” rating.
  • Here’s a link to industry results from the 2012 ratings.

Download entire dataset for $395

HealthPlan1 HealthPlan2

Temkin Ratings website

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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