Trends Report

The US Health Insurers CX Index: Five-Year Look-Back

An Analysis Of The US Health Insurers CX Index Data From 2019 To 2023

March 25th, 2024
With contributors:
Rick Parrish , Pete Jacques , Kara Wilson , Daniel Portillo , Michael Belden


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. However, customers’ perceptions of a good experience change over time as their expectations change. This report reveals the performance trends of the US health insurers industry across the past five years using data from the US Customer Experience Index (CX Index™). Health insurance CX professionals can use this report to evaluate current performance in the context of past trends.

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