Executive Summary (This is a document excerpt)

Forrester asked nearly 5,000 consumers in the Netherlands about their interactions with a variety of health plans, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for a total of 12 firms. As an industry, heath plans fail to provide a good customer experience. Only one of the firms, De Friesland Zorgverzekeraar, received a "good" ranking in all three categories. There's an enormous opportunity for health plans to radically improve their customer experience — and go after the majority of consumers who are interested in switching plans. Following the three key principles of Experience-Based Differentiation (EBD) will help health insurers to achieve customer excellence.

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