June 5, 2009

Customer Experience Index 2008 Snapshot: Health Plans

Health Plans Rank Last In Customer Experience Two Years In A Row

This is the 12th document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Elizabeth Boehm, Angela Beckers

Executive Summary (This is a document excerpt)

Forrester asked more than 4,500 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 (CxPi) for 113 firms in 12 different industries. In this document, we examine the eight large health plans in the index. As a group, health plans received the lowest rating in the CxPi. But, once again, Kaiser came out on top in the industry.

Buy Risk-Free

Download and print PDF immediately. Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.