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Industry Research : TriCare and Kaiser Permanente Earn Top Customer Experience Ratings
TriCare and Kaiser Permanente deliver the best customer experience of any health plan, according to the 2015 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Overall, health plans placed 18th out of 20 industries in the 2015 Temkin Experience Ratings, earning an average score of 54%, which falls into the studies "poor" range. The average decreased by 1.9 percentage-points from last years Temkin Experience Ratings.
TriCare took the top spot out of 15 health plans, with a rating of 67%, placing it 128th overall out of 293 companies across 20 industries. Kaiser Permanente came in second in the industry with a rating of 66% and an overall ranking of 136th. TriCare and Kaiser Permanente have been jockeying for the highest health plan scores since the Ratings began in 2011.
At the other end of the spectrum, Coventry Health Care was both the lowest-scoring health plan, and its 39% rating was the lowest scoring company across all 293 companies across 20 industries. Other health plans that earned ratings in the "very poor" range (below 50%) are Health Net, BCBS of Florida, and Blue Shield of California.
"Health plans continue to deliver sub-par customer experience, which is an increasingly critical problem as more of their interactions will be directly with consumers," states Bruce Temkin, managing partner of Temkin Group.
Medicaid (+6 points) and TriCare (+5 points) were the only health plans to improve their ratings between 2014 and 2015, while Blue Shield of California (-10 points), Health Net (-9 points), and Aetna (-5 points) declined by the most.
Now in its fifth year of publication, the 2015 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 293 companies across 20 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, supermarket chains, TV 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." In this year's Temkin Experience Ratings, 37% of companies earned a "good" or "excellent" score, while 26% received a "poor" or "very poor" score.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, March 2, 2015