Clear answers to questions are the top driver of members’ experience with their insurers, according to a report from Forrester.
The research firm scored insurers on the brand experience index, which measures customers’ and noncustomers’ brand perception, and customer experience index, which rates customer service and loyalty.
The health insurance industry had the lowest overall consumer ratings of the 10 industries studied by Forrester.
Based on consumer responses, Forrester rated answering questions with clear answers as the top driver of customer experience. Across the industry, 60% of consumers said their insurer answered questions clearly. CareFirst BlueCross BlueShield, the industry leader in this category, scored 71%.
Here are the five other key drivers of total experience for insurers, and insurers’ average scores, according to Forrester:
- Keeps personal and financial information secure: 54%
- Helps manage care: 53%
- Offers needed healthcare plans and services: 59%
- Resolves problems on the first call: 56%
- Has a website that meets customers’ needs: 58%
See how insurers compare on brand and customer experience here.
