Trends Report

Customer Experience Index 2008 Snapshot: Health Plans

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

June 5th, 2009
BT
Bruce Temkin
With contributors:
William Chu , Angela Beckers , Elizabeth Boehm

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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.