Temkin Group, a consumer research firm, released its 2017 customer experience ratings, with health plans comprising more than half of the 10 lowest ranked U.S. companies.
In its seventh annual ratings, Temkin surveyed 10,000 U.S. consumers to evaluate their experience with 331 companies across 20 industries, including fast food chains, retailers and health plans. The firm measured customers' experience across three dimensions: success, effort and emotion. Temkin only included companies receiving at least 100 consumer responses.
Here are five report findings.
1. Overall, health plans held six of the bottom 10 slots in Temkin's ratings. The health plans in the bottom 10, beginning with the lowest score, include:
- Woodland Hills, Calif.-based Health Net
- San Francisco-based Blue Shield of California
- Medicaid
- Jacksonville-based Blue Cross Blue Shield of Florida
- Hartford, Conn.-based Aetna
- Indianapolis-based Anthem
2. Health Net, Blue Shield of California and Medicaid all were assigned "very poor" ratings.
3. Health plans received "poor" average ratings as an industry, according to the survey. The only other industry ranked at the same level was TV/Internet service providers.
4. When Temkin compared individual health plan ratings against the industry average, the firm found Oakland, Calif.-based Kaiser Permanente achieved ratings almost 10 percentage points higher than the average industry score.
5. Other insurers included in the survey were Detroit-based Blue Cross Blue Shield of Michigan; Bloomfield, Conn.-based Cigna; Louisville, Ky.-based Humana; Medicare; TriCare and Minnetonka, Minn.-based UnitedHealthcare.
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