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 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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