Louisville-based Humana Inc ranks No. 2 for best customer experience in the health insurance industry, according to a national customer experience survey.
Kaiser Permanente, an Oakland, Calif.-based not-for-profit health insurer, took No. 1 for the second year in a row, according to a news release from the Temkin Group, a Massachusetts-based customer experience research, consulting and training firm.
The company surveyed 10,000 U.S. consumers to evaluate their experiences with 331 companies in 20 industries. The survey included 14 health insurers.
Survey respondents scored their recent experiences with the companies according to three dimensions the success of the interaction, the ease or effort in working with the company, and how the consumer felt about the interaction on a scale from 1 to 7, with a score of 7 being the best.
The ratings were found by taking the percentage of consumers that gave the companies a score of 6 or 7 and then subtracting the percentage of consumers that scored the company 3 or lower, according to the Temkin website. Temkin used the results from the three questions to produce each company’s net satisfaction score.
Here are the ratings for health insurers:
- Kaiser Permanente: 67 percent
- Humana: 65 percent
- TriCare: 63 percent
- BCBS of Michigan: 62 percent
- United Healthcare: 61 percent
- CIGNA: 61 percent
- Medicare: 60 percent
- BCBS plan not listed: 58 percent
- BCBS of Florida: 53 percent
- Aetna: 53 percent
- Anthem: 53 percent
- Medicaid: 48 percent
- Blue Shield of California: 47 percent
- Health Net: 42 percent
According to the release, scores of 50 percent and lower are considered very poor; scores 50 to 60 percent are poor; scores of 60 to 70 percent or more are considered OK; scores of 70 to 80 percent are considered good; and scores of 80 percent or more are considered excellent,
The results found that seven of the 14 health insurers’ ratings were considered poor or very poor.
The health insurer industry averaged a 57 percent rating, ranking it 19 out of 20 in overall industry rankings for the 2017 findings. But this is an increase from a 46.9 percent rating in the survey’s 2016 findings.
TV and internet service providers were ranked at the bottom of the industry rating. Supermarket chains took the top industry spot.
“Although health plans remain one of the lowest scoring industries, we are starting to see some individual health plans significantly improving their customer experience,” Bruce Temkin, managing partner of Temkin Group, said in the release.
Humana’s rating improved the most of the health insurers as compared to last year’s rating, improving by 17 percentage points.
Humana was No. 247 of the 331 companies rated by the survey, according to the release.
Of the 331 companies rated, Florida-based supermarket chain Publix took the top spot for all companies. Health Net Inc., a Los Angeles-based health insurer, received the worst rating of all companies, at 42 percent.
Date: March 28, 2017