Kaiser Permanente Stays On Top For Health Insurer CX
Kaiser Permanente Health Plan topped the ranking for the fourth year in a row, while Health Net plummeted 10 spots to 14th place. Despite customer service being the highest-performing driver category for health insurers, only 56% of Forrester’s respondents report good experience here, down one point from 2017. Kaiser Permanente’s success shows that effective and positive experiences help driving customer loyalty.
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