Among major payers, customers are most satisfied with the telehealth offerings from Humana and Florida Blue, according to the "J.D. Power 2024 U.S. Telehealth Satisfaction Study."
The study was released Sept. 26 and measures customer satisfaction with telehealth service experience based on level of trust; the visit meeting needs; people; digital channels; ease of receiving care; scheduling of appointment; and helping to save time or money. The study collected responses from September 2023 through July 2024 from 4,070 members who used a telehealth service within the past year. 2023 results, which saw UnitedHealthcare and Kaiser Permanente with the top scores, are here.
Payers ranked by customer telehealth satisfaction:
*Based on a 1,000-point scale
- Humana (747)
- Florida Blue (734)
- BCBS Texas (733)
- BCBS Michigan (721)
- UnitedHealthcare (715)
- Anthem Blue Cross of California (714)
- Aetna (713)
- Horizon BCBS New Jersey (695)
- Cigna (693)
- Kaiser (686)
- BCBS Illinois (665)