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.

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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.

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