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For Customer Experience Professionals

Customer Experience Index, 2011: Health Insurance Plans

Health Insurance Plans' Improvement Efforts Are Starting To Pay Off . . . Slowly

April 29, 2011


  • By Elizabeth Boehm,
  • Megan Burns
  • with Harley Manning,
  • Jennifer Peterson

Why Read This Report

Health insurance plans as an industry had the lowest average score in Forrester's Customer Experience Index, 2011. But the news isn't all bad. Companies like Tricare and Kaiser had scores in the "meets needs" and "easy" categories that were as many as 19 percentage points above the industry average. And Cigna, Aetna, and Medicare have all seen their Customer Experience Index (CxPi) scores rise slowly over the past three years. We spoke to a few of the plans having scores that went up this year to find out what they did and discovered best practices that helped drive that improvement.

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Tools And Templates

Best Practice Assessments

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  • High, Low, And Average CxPi Scores Across 13 Industries
  • CxPi For Health Insurance Plans, 2011
  • High, Low, And Average Scores For "Meets Needs," "Easy," And "Enjoyable"
  • Three-Year Trends In Health Insurance Plan CxPi Scores
  • Change In Health Insurance Plan Component Scores Since 2010

Table of Contents

  • Health Insurance Plan Members Continue To Have Poor Experiences
  • Five Steps Leading Health Plans Take To Improve Customer Experience

  • Health Plans Must Make Improving Customer Experience An Enterprise Effort
  • Supplemental Material
  • Related Research Documents