A new report by J.D. Power showed a significant gap in customer satisfaction between top- and bottom-ranked commercial health plans. The study, based on responses from over 29,000 members, measured satisfaction in eight dimensions. Overall satisfaction with commercial health plans increased slightly from the previous year, but there is still a 79-point difference between the top and bottom performers. Digital channels are a particular challenge for health plans, with lower satisfaction scores compared to other industries. Longer wait times are also an issue for consumers covered by low-performing plans. J.D. Power emphasizes the importance of health plans in shaping the overall healthcare experience for consumers.
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J.D. Power: Customer Experience Gap Grows Among Commercial Health Plans
