Trends Report

The US Health Insurers Customer Experience Index Rankings, 2023

The Industry Stabilized With A Majority Of “OK” Plans

June 12th, 2023
Judy Weader, Principal Analyst
Judy Weader Principal Analyst
Kara Wilson, null
Kara Wilson
With contributors:
Rick Parrish , Daniel Portillo , Niraj Patel , Ananya Suresh , Shayna Neuburg

Summary

How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question, “Which health insurers are providing the best customer experience (CX), and how are they improving the quality of their experiences?” We reveal more details behind the complete rankings of 17 health insurance brands that we analyzed as part of the US Customer Experience Index (CX Index™) in 2023. CX professionals can use this report to inform their ongoing improvement efforts.

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