Sixth Annual Temkin Experience Ratings Evaluates 294 Companies Across 20 Industries
WABAN, Mass., May 26, 2016 /PRNewswire/ — Kaiser Permanente and TriCare deliver the best customer experience of any health plan, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
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Of the 16 health plans we looked at, Kaiser Permanente earned the highest score with a rating of 57%, placing it 182nd overall out of 294 companies across 20 industries. TriCare came in second in the industry with a rating of 55% and an overall ranking of 199th. Kaiser Permanente and TriCare have been jockeying for the highest health plan score since the Ratings began in 2011. The only other health plans to receive ratings above "very poor" (above 50%) were Aetna, CIGNA, and United Healthcare. Meanwhile, Health Net received the lowest score of any health plan with a rating of 32%, putting it in 293rd place out of 294 companies.
Overall, the health plan industry averaged a 47% rating in the 2016 Temkin Experience Ratings and tied for last place out of 20 industries. The average rating of the industry decreased by seven percentage-points between 2015 and 2016, dropping from 54% to 47%.
"Health plans continue to deliver sub-par customer experience, which is an increasingly critical problem as more of their interactions will be directly with consumers," states Bruce Temkin, managing partner of Temkin Group.
Here are some additional findings from the health plan industry:
- The ratings of all health plans in the 2016 Temkin Experience Ratings are as follows: Kaiser Permanente (57%), TriCare (55%), Aetna (51%), CIGNA (50%), United Healthcare (50%), Coventry Health Care (49%), Medicare (48%), Humana (48%), BCBS plan not listed (48%), Anthem (47%), Medicaid (40%), Blue Shield of California (40%), Empire (38%), Highmark (37%), CareFirst (37%), and Health Net (32%).
- Coventry Health Care (+10 points) was the only health plan to improve its rating between 2015 and 2016.
- Humana (-15 points), Health Net (-14 points), and TriCare (-12 points) declined by the most percentage-points between 2015 and 2016.
Now in its sixth year of publication, the 2016 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 294 companies across 20 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, supermarket chains, TV service providers, utilities, and wireless carriers.
Temkin Group asked consumers to evaluate their recent experiences across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent." In this year's Temkin Experience Ratings, 20% of companies earned a "good" or "excellent" score, while 44% received a "poor" or "very poor" score.
The 2016 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report, "2016 Temkin Experience Ratings," is available for download at the Customer Experience Matters® blog (ExperienceMatters.wordpress.com) and at the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
*Customer experience matters is a registered trademark of Temkin Group.