Kaiser Permanente and Humana Earn Top Customer Experience Ratings for Health Plans
March 21, 2017 Leave a comment
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Kaiser Permanente and Humana deliver the best customer experience in the health plan industry, according to the 2017 Temkin Experience Ratings.
For the second year in a row, Kaiser Permanente took the top spot out of the 14 health plans included in this year’s ratings, earning a score of 67% and coming in 206th place overall out of 331 companies across 20 industries. Humana came in a close second with a score of 65% and a rank of 247th overall.
Overall, the health plan industry averaged a 57% rating in the 2017 Temkin Experience Ratings, coming in 19th place out of 20 industries. The average rating of the industry improved by 10 percentage-points between 2016 and 2017, going from 46.9% to 57.0%.
The ratings for all health plans increased between 2016 and 2017. Humana improved the most, gaining 17 points, while Aetna improved the least, gaining only three points.