Summary
US health insurers are teetering on the edge of a brand and customer experience crisis. Forrester’s new Total Experience Score, Brand Experience Index (BX Index™), and Customer Experience Index (CX Index™) scores for 16 US health insurers reveal that their brand ratings are uneven and their CX ratings continue to decline. We also identify the key drivers of BX and CX, the top levers of trust, and the most impactful emotions that customers experience when dealing with their health insurers. This report presents current ratings for the industry that CX leaders should review to understand where improvements are needed.
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