Kaiser Permanente and Humana Earn Top Customer Experience Ratings for Health Plans, According to Temkin Group

WABAN, Mass., March, 21 2017 /PRNewswire/ -- Kaiser Permanente and Humana deliver the best customer experience in the health plan industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers. 

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.

The ratings of all health plans in the 2017 Temkin Experience Ratings are as follows:

• Kaiser Permanente: 67% 
• Humana: 65%
• TriCare: 63%
• BCBS of Michigan: 62%
• United Healthcare: 61%
• CIGNA: 61%
• Medicare: 60%
• BCBS plan not listed: 58%
• BCBS of Florida: 53%
• Aetna: 53%
• Anthem: 53%
• Medicaid: 48%
• Blue Shield of California: 47%
• Health Net: 42%

"Although health plans remain one of the lowest scoring industries, we are starting to see some individual health plans significantly improving their customer experience," states Bruce Temkin, managing partner of Temkin Group.

Overall, the health plan industry averaged a 57% rating in the 2017 Temkin Experience Ratings, coming in 19^th place out of 20 industries. The average rating of the industry improved by 10 percentage-points between 2016 and 2017, going from 46.9% to 57.0%.

The ratings for all health plans increased between 2016 and 2017. Humana improved the most, gaining 17 points, while Aetna improved the least, gaining only three points.

Now in its seventh year of publication, the 2017 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 331 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.

To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.

In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent," while a score below 60% is considered "poor."

The 2017 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.

The free report, "2017 Temkin Experience Ratings," is available for download at the Customer Experience Matters^® blog (ExperienceMatters.blog) and at the Temkin Group website, www.TemkinGroup.com.

About Temkin Group: Temkin Group is a leading customer experience research, consulting, and training firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email to [email protected].

*Customer Experience Matters is a registered trademark of Temkin Group.

SOURCE Temkin Group

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