Consumers rate their satisfaction with health insurers higher than with hospitals, according to the American Customer Satisfaction Index.
The index scored overall satisfaction with health insurers at 76 out of 100, the highest the industry has ever received, according to an Oct. 17 news release. Hospitals were rated at 74 out of 100.
"Despite rising costs, consumers are more impressed with both the quality and value of their health insurance, and the improvement extends across the entire policyholder experience, including mobile apps," Forrest Morgeson, PhD, associate professor of marketing at Michigan State University in Lansing and director of research emeritus of the American Customer Satisfaction Index, said in the news release.
Consumer satisfaction with hospitals increased from 71 out of 100 in 2022, and satisfaction with health insurers increased from 73 out of 100 in 2022.
According to the American Customer Satisfaction Index, consumers report much higher levels of satisfaction with outpatient care, which received a score of 81 out of 100.
"On the provider side, hospitals benefit from gains in outpatient satisfaction, while nonhospital care surges 11% as COVID-19 era medical office restrictions, like mask mandates and limits on the number of people in one's care circle, lift," Dr. Moregson said.
The index is based on interviews with 12,849 customers conducted between October 2022 and September 2023. See the full report here.