Charles Schwab and Fidelity Investments Earn Top Customer Experience Ratings for Investment Firms

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Charles Schwab and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2017 Temkin Experience Ratings. The entire industry saw a sharp improvement over last year.

See our FAQs about the Temkin Experience Ratings.

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

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Kaiser Permanente and Humana deliver the best customer experience in the health plan industry, according to the 2017 Temkin Experience Ratings.

For the second year in a row, Kaiser Permanente took the top spot out of the 14 health plans included in this year’s ratings, earning a score of 67% and coming in 206^th place overall out of 331 companies across 20 industries. Humana came in a close second with a score of 65% and a rank of 247^th overall.

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

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 182^nd 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 199^th. 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 293^rd 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%.

Here are some additional findings from the health plan industry:

TriCare and Kaiser Permanente Lead Health Plans in Customer Experience

We recently released the 2015 Temkin Experience Ratings which ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Overall, health plans averaged a 54% rating and placed 18^th out of 20 industries.

TriCare took the top spot with a rating of 67%, placing it 128^th overall out of 293 companies across 20 industries. Kaiser Permanente came in second with a rating of 66% and an overall ranking of 136^th. TriCare and Kaiser Permanente have been jockeying for the highest score since the Ratings began in 2011, with TriCare earning the top spot in 2011, 2013, and 2015, while Kaiser Permanente came in first in 2012 and 2014.

At the other end of the spectrum, Coventry Health Care was both the lowest-scoring health plan, and the lowest scoring company we evaluated in the entire Ratings. Coventry Health Care scored 39%, making it the lowest-ranked company for the second year in a row.

Here are some other highlights:

• The average rating for the health plan industry dropped from 56% in 2014 to 54% in 2015—the first time that this industry’s average declined.
• Of the twelve health plans that we looked at in both 2014 and 2015, Medicaid and TriCare were the only two to increase their scores over the last year. Medicaid’s rating went up by six percentage-points, while TriCare’s increased by five percentage-points.
• Although it scored below the industry averages for both effort and success, Health Net scored 1.7 points higher than the industry average for emotion, the overall lowest scoring component in the Ratings.
• The average rating of each of the three components dropped over the past year, but while success and effort each only dropped by one percentage-point, emotion dropped by three percentage-points. This is the first year since the Ratings began that the average score of any of the three components decreased.