Health Plans Deliver Poor Customer Experience

In the 2011 Temkin Experience Ratings, we examined the customer experience across 12 industries. For this post, we will take a closer look at the 10 health plans  in the ratings.

Health plans have an average rating of “Poor” and was the next to lowest ranked industry…

Let’s take closer look at the results for all of the individual health plans…

As you can see, TriCare leads the health plans and is the only plan to cross over into the “okay” rating. Medicare and Kaiser Peermanente are the only two in the “poor” rating. The remaining seven firms firms earned a “very poor” ratings.

Let’s take a look at the three components of the Temkin Experience Ratings…

TriCare  is the top-performing health plan when it comes to all three experience components and is the only firm to pass the line of goodness for its functional experience. The remaining health plans drop off rapidly; especially when it comes to the accessible component. Anthem falls well below the other health plans across all experience components.

The bottom line: Health plans, like TV service providers, need a customer experience overhaul

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About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 Responses to Health Plans Deliver Poor Customer Experience

  1. Hello Bruce,

    The article looks pretty interesting and thanks for sharing. I would also like to know what are the key factors that has put health plans behind the others industries. You did mention accessibility… can you elaborate? What are the other drivers.

    Regards,
    Georgina

  2. Sally Falkow says:

    HI Bruce

    How come Health net was not part of your study?

    Sally

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