The 2016 Temkin Experience Ratings rank the quality of experience that 294 U.S companies deliver to their customers across 20 industries. The report ranked Kaiser Permanente and TriCare as the top two health plans for customer experience! Despite their successes, when comparing the customer experience of health plans to other industries, you’ll quickly see there is still a lot of improvement needed for health plans to catch up with the leading CX companies in other industries. Overall, the health plan industry averaged a 47% rating in the 2016 Temkin Experience Ratings and tied for last place out of 20 industries.
Moving into the upper echelon of leading CX companies requires transformation from health plans. Examples of how health plans can transform their customer experience are covered in this LinkedIn post. Some examples include: understanding their member’s journey and moving towards intent-driven engagement.
As health plans gear up for the upcoming open enrollment, transforming customer experience is more important than ever before. If they’re able to understand their customer journeys and move towards an intent-driven engagement model, health plans will attract new members and manage costs during, arguably, their busiest time of year.
Next steps include investing in technologies to help understand their customer journeys and moving towards intent-driven engagement. Are health plans ready to take the next steps towards improving customer experience?"