Telehealth services made available by private commercial health plans throughout the pandemic resulted in a 10-point Net Promoter Score gain in overall member satisfaction, according to consumer insight firm J.D. Power's 2021 U.S. Commercial Member Health Plan Study.
Thirty-six percent of U.S. health plan members used telehealth services during the study period, up from 9 percent the year before. Member usage of digital services to connect with insurers, including web and mobile apps, also increased, according to a May 27 news release.
"The past year has proven without a doubt that effective use of digital channels has the power to increase customer engagement, build trust and promote brand advocacy," James Beem, J.D. Power's managing director of global healthcare intelligence, said in the statement.
Member satisfaction increased by six points in 2020 and one point in 2019, the news release said.