For Customer Experience Professionals

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	June 5, 2009 Customer Experience Index 2008 Snapshot: Health Plans Health Plans Rank Last In Customer Experience Two Years In A Row by Bruce D. Temkin with William Chu, Elizabeth Boehm, Angela Beckers

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Executive Summary

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.

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