Data Snapshot

Customer Experience Index Snapshot: Health Plans

December 7th, 2007
With contributors:
Steven Geller , Olga Melnikova

Summary

Forrester asked nearly 5,000 US 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 for 112 firms in nine different industries. In this document we take a closer look at the 10 health plans that were included in the index. As an industry, health plans fell to the bottom of the CxPi rankings. Only one of the firms, Kaiser, did not receive a "poor" or "very poor" rating. There's an enormous opportunity for health plans to radically improve their customer experience — and go after the majority of consumers that are interested in switching plans.

Want to read the full report?

This report is available for individual purchase ($395).

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.