Trends Report

The US Health Insurers Customer Experience Index, 2021

How US Health Insurers Build Loyalty With The Quality Of Their Experience

September 16th, 2021
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
Sam Karpinski, null
Sam Karpinski
With contributors:
Brian Mukasa , Harley Manning , Shayna Neuburg

Summary

How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question, “Which health insurers are providing the best customer experience (CX), and how are they improving the quality of their experiences?” We reveal the complete rankings of 17 health insurance brands that were analyzed as part of the US Customer Experience Index (CX Index(™)) in 2021. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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