Temkin Experience Ratings Industry Snapshot: Health Plans

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

TriCare earns top customer experience (CX) score for health plans, according to 8th annual Temkin Experience Ratings of 318 companies.Congratulations to TriCare for earning the top customer experience score in the health plan industry.

Of the 14 health plans included in this year’s Ratings, TriCare earned the highest rating with a score of 67%, which puts it in 184th place overall out of 318 companies across 20 industries. BCBS of New Jersey came in a close second, earning a score of 65% and ranking of 217th overall.

Overall, the health plan industry averaged a 57% rating in the 2018 Temkin Experience Ratings and came in 19th place out of 20 industries. The average rating of the industry improved by 0.4 percentage-points between 2017 and 2018, going from 57.0% to 57.4%.

BCBS of Florida’s customer experience score improved the most over the previous year, gaining six points. CIGNA’s score, on the other hand, declined the most, dropping by six points.

You can download the free report or purchase the dataset.

TriCare earns top customer experience (CX) score for health plans, according to 8th annual Temkin Experience Ratings of 318 companies. TriCare earns top customer experience (CX) score for health plans, according to 8th annual Temkin Experience Ratings of 318 companies.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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