Kaiser Permanente and Humana Lead Health Plans in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Kaiser Permanente earned the top spot with a 68% rating, positioning the company in 109th place overall out of 268 organizations across 19 industries. Humana, meanwhile, earned a rating of 63% and placed 160th overall. While Kaiser Permanente consistently ranks near the top of the list—even taking first place in 2012—this year, Humana ascended from the middle of the pack to the top, improving its rating by an astonishing 12 percentage points.

At the other end of the spectrum, Coventry Health Care (BCBS) plummeted down the ranks after declining 18 percentage points from 2013, leaving it in last place across all 268 companies in the ratings with a score of 41%. Empire (BCBS), Highmark (BCBS), and Medicaid joined Coventry as the lowest-rated companies across any industry.

Download entire dataset for $395

HealthPlansA
Here are some additional findings from the health plan industry:

  • The ratings of all health plans in the 2014 Temkin Experience Ratings are as follows: Kaiser Permanente (68%), Humana (63%), Medicare (62%), TriCare (62%), United Healthcare (59%), Blue Shield of California (58%), Aetna (57%), Health Net (55%), CIGNA (54%), Anthem (BCBS) (53%), CareFirst (BCBS) (48%), Medicaid (45%), Highmark (BCBS) (44%), Empire (BCBS) (42%), and Coventry Health Care (41%).
  • Humana (+12 points), Blue Shield of California (+7 points), and United Healthcare (+5 points) improved the most between 2013 and 2014.
  • Coventry Healthcare (BCBS) (-18 points), TriCare (-9 points), Empire (BCBS) (-7 points), and Highmark (BCBS) (-6 points) declined the most since 2013.
  • Overall, the health plan industry averaged a 56% rating in the 2014 Temkin Experience Ratings and tied for 17th place out of 19 industries.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

HealthPlansB

Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

About Bruce Temkin, CCXP
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, culture, interaction design, customer service, branding 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 Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 Responses to Kaiser Permanente and Humana Lead Health Plans in 2014 Temkin Experience Ratings

  1. Hi Bruce. Do you have call center service level targets for healthcare companies you mention in your reports. For example, are they looking to answer 80% of inbound callers in 30 Secs., 60, 90, or 120 Sec’s? This would be helpful for those of us working in health care center improvement roles.

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