For payers, member satisfaction on the rise

New J.D. Power report sheds light on what members what

Good news, payers: Customer satisfaction with health plans has improved since 2014. Among members of 134 health plans in 18 regions throughout the country, overall member satisfaction averages 679 on a 1,000-point scale, according to a new report from J.D. Power. That's 10 points higher than the 2014 average.

The increase, in part, is thanks to plans shifting to a more consumer-centric mindset, with the intention of building member trust and loyalty. Here are some key findings from the report:

"Health plans have come a long way since last year as the focus has shifted toward better serving member needs and building trust," Rick Johnson, senior director of the healthcare practice at J.D. Power, said in the report. "However, there is still a lot of work to do."

Additionally, the report ranked health plans based on customer satisfaction for each region. Here's what J.D. Power found:

  • Kaiser Foundation Health Plan ranked highest among plans in the West (778) and the East (762).
  • Blue Cross Blue Shield of Kansas (701) ranked highest in the Midwest.
  • In the south, Humana (687) ranked highest.

For more:
- here's the report (.pdf)

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