Becker's Healthcare July 1, 2024
Humana provides the best customer experience to its members, according to Forrester’s “U.S. Health Insurers Customer Experience Index Rankings” for 2024.
The June 17 ranking shared with Becker’s found that customer satisfaction with health insurers is on the decline, with half of the named insurers seeing lower scores compared to last year and none with improved scores. The industry’s average CX Index score dropped 2.7 points, a third straight year of declines. Average scores peaked at 70.2 out of 100 in 2021 and declined to 66.6 in 2024.
The survey measures customer experience (CX) quality, customer loyalty, CX driver performance, and several other factors about the experience and the customer. CX quality metrics are weighted based on the impact...
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