Kaiser Permanente and TriCare Earn Top Customer Experience Ratings for Health Plans

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Kaiser Permanente and TriCare deliver the best customer experience of any health plan, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Of the 16 health plans we looked at, Kaiser Permanente earned the highest score with a rating of 57%, placing it 182nd overall out of 294 companies across 20 industries. TriCare came in second in the industry with a rating of 55% and an overall ranking of 199th. Kaiser Permanente and TriCare have been jockeying for the highest health plan score since the Ratings began in 2011. The only other health plans to receive ratings above “very poor” (above 50%) were Aetna, CIGNA, and United Healthcare. Meanwhile, Health Net received the lowest score of any health plan with a rating of 32%, putting it in 293rd place out of 294 companies.

Overall, the health plan industry averaged a 47% rating in the 2016 Temkin Experience Ratings and tied for last place out of 20 industries. The average rating of the industry decreased by seven percentage-points between 2015 and 2016, dropping from 54% to 47%.

1605_HealthPlans_Rank

Here are some additional findings from the health plan industry:

  • The ratings of all health plans in the 2016 Temkin Experience Ratings are as follows: Kaiser Permanente (57%), TriCare (55%), Aetna (51%), CIGNA (50%), United Healthcare (50%), Coventry Health Care (49%), Medicare (48%), Humana (48%), BCBS plan not listed (48%), Anthem (47%), Medicaid (40%), Blue Shield of California (40%), Empire (38%), Highmark (37%), CareFirst (37%), and Health Net (32%).
  • Coventry Health Care (+10 points) was the only health plan to improve its rating between 2015 and 2016.
  • Humana (-15 points), Health Net (-14 points), and TriCare (-12 points) declined by the most percentage-points between 2015 and 2016.

1605_HealthPlans_IndustryAv 1605_HealthPlans_Overall

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.

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