December 7, 2007

Customer Experience Index Snapshot: Health Plans

This is the 10th document in the "Customer Experience Index" series.

by Bruce D. Temkin

with Steven Geller, Olga Melnikova

Executive Summary (This is a document excerpt)

Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index for 112 firms in nine different industries. In this document we take a closer look at the 10 health plans that were included in the index. As an industry, health plans fell to the bottom of the CxPi rankings. Only one of the firms, Kaiser, did not receive a "poor" or "very poor" rating. There's an enormous opportunity for health plans to radically improve their customer experience — and go after the majority of consumers that are interested in switching plans.

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