Kaiser Permanente and Humana Earn Top Customer Experience Ratings for Health Plans

Temkin Experience RatingsWe 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.

See our FAQs about the Temkin Experience Ratings.

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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