Oakland, Calif.-based Kaiser Permanente ranked No. 1 in consumer experience among health plans, according to a study by market research firm Forrester in Cambridge, Mass.
Forrester's U.S. Health Insurance Customer Experience Index, 2017, comprises survey responses from 118,000 adult consumers. The index measures how well 314 U.S. brands, including 17 health insurers, strengthen loyalty through consumer experience.
Here are 17 health plans ranked from highest to lowest by consumer experience measures.
1. Kaiser Permanente
2. Humana (Louisville, Ky.)
3. Empire Blue Cross Blue Shield (New York City)
4. Health Net (Woodland Hills, Calif.)
5. Florida Blue (Jacksonville)
6. UnitedHealthcare (Minnetonka, Minn.)
7. Blue Cross and Blue Shield of Texas (Richardson)
8. CareFirst BlueCross BlueShield (Baltimore)
9. Blue Cross Blue Shield of Michigan (Detroit)
10. Other Blue Cross Blue Shield plans
11. Blue Shield of California (San Francisco)
12. Anthem Blue Cross and Blue Shield (Indianapolis)
13. Cigna (Bloomfield, Conn.)
14. Blue Cross and Blue Shield of Illinois (Chicago)
15. Aetna (Hartford, Conn.)
16. Highmark Blue Cross Blue Shield (Pittsburgh)
17. Anthem Blue Cross (California)
For full survey results, click here.