Kaiser Permanente and Humana Lead Health Plans in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Kaiser Permanente earned the top spot with a 68% rating, positioning the company in 109th place overall out of 268 organizations across 19 industries. Humana, meanwhile, earned a rating of 63% and placed 160th overall. While Kaiser Permanente consistently ranks near the top of the list—even taking first place in 2012—this year, Humana ascended from the middle of the pack to the top, improving its rating by an astonishing 12 percentage points.

At the other end of the spectrum, Coventry Health Care (BCBS) plummeted down the ranks after declining 18 percentage points from 2013, leaving it in last place across all 268 companies in the ratings with a score of 41%. Empire (BCBS), Highmark (BCBS), and Medicaid joined Coventry as the lowest-rated companies across any industry.

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HealthPlansA
Here are some additional findings from the health plan industry:

  • The ratings of all health plans in the 2014 Temkin Experience Ratings are as follows: Kaiser Permanente (68%), Humana (63%), Medicare (62%), TriCare (62%), United Healthcare (59%), Blue Shield of California (58%), Aetna (57%), Health Net (55%), CIGNA (54%), Anthem (BCBS) (53%), CareFirst (BCBS) (48%), Medicaid (45%), Highmark (BCBS) (44%), Empire (BCBS) (42%), and Coventry Health Care (41%).
  • Humana (+12 points), Blue Shield of California (+7 points), and United Healthcare (+5 points) improved the most between 2013 and 2014.
  • Coventry Healthcare (BCBS) (-18 points), TriCare (-9 points), Empire (BCBS) (-7 points), and Highmark (BCBS) (-6 points) declined the most since 2013.
  • Overall, the health plan industry averaged a 56% rating in the 2014 Temkin Experience Ratings and tied for 17th place out of 19 industries.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

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To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 thoughts on “Kaiser Permanente and Humana Lead Health Plans in 2014 Temkin Experience Ratings”

  1. Hi Bruce. Do you have call center service level targets for healthcare companies you mention in your reports. For example, are they looking to answer 80% of inbound callers in 30 Secs., 60, 90, or 120 Sec’s? This would be helpful for those of us working in health care center improvement roles.

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