March 15, 2013 Leave a comment
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.