The gaps between the highest and lowest rated commercial health plans for customer satisfaction are growing, according to J.D. Power’s U.S. Commercial Member Health Plan Study.
J.D. Power published its annual ranking of the top commercial health plan in each region May 28.
The study rates health plans on a 1,000-point scale. The average satisfaction score for commercial plans in 2025 is 563, down slightly from last year. Regional average scores ranged from 594 to 523. This indicates broad differences in how members experience service, communication and value from region to region, according to J.D. Power.
Gaps in satisfaction between brands are “no longer subtle,” Caitlin Moling, senior director of global healthcare intelligence for J.D. Power, said in a May 28 news release.
“Leading plans are setting themselves apart by delivering clarity, digital convenience and member-first communication,” Ms. Moling said. “Others are falling behind as trust erodes, digital tools go underutilized and members struggle to understand their coverage.”
Here is the top-ranked plan in each region in 2025, according to J.D. Power:
Virginia: Kaiser Foundation Health Plan (660)
California: Kaiser Foundation Health Plan (648)
Florida: AvMed (638)
New York: Capital District Physicians’ Health Plan, Inc. (CDPHP) (634)
South Atlantic: Kaiser Foundation Health Plan (634)
Texas: Baylor Scott & White Health Plan (629)
Northeast: Anthem Blue Cross and Blue Shield Connecticut (615)
Maryland: Kaiser Foundation Health Plan (614)
East South Central: Blue Cross and Blue Shield of Louisiana (608)
Pennsylvania: UPMC Health Plan (601)
Michigan: Blue Cross Blue Shield of Michigan (600)
Delaware/West Virginia/Washington D.C.: Highmark Blue Cross Blue Shield West Virginia (592)
Illinois/Indiana: Blue Cross and Blue Shield of Illinois (590)
Heartland: Arkansas Blue Cross and Blue Shield (586)
Northwest: Providence Health Plan (586)
Ohio: Aetna (583)
Mountain: Regence BlueCross BlueShield of Utah (580)
Southwest: Aetna (579)
New Jersey: Horizon Blue Cross Blue Shield of New Jersey (578)
Colorado: Kaiser Foundation Health Plan (576)
Massachusetts: Blue Cross Blue Shield of Massachusetts (565)
Minnesota/Wisconsin: Anthem Blue Cross and Blue Shield Wisconsin (561)
