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[STK]
[IN] MTC HEA
[SU] SBS SVY
TO BUSINESS, AND MEDICAL EDITORS:
Kaiser Permanente and Humana Earn Top Customer Experience Rankings
Among Mediocre Health Plans, According to Temkin Group
WABAN, Mass., March 26, 2014 /PRNewswire/ -- Kaiser Permanente and
Humana deliver the best customer experience among a poor scoring group
of health plans, according to the 2014 Temkin Experience Ratings, an
annual ranking of companies based on a study of 10,000 U.S. consumers.
Kaiser Permanente earned the top spot with a 68% rating, positioning
the company in 109th place overall out of 268 organizations across 19
industries. Humana, meanwhile, earned a rating of 63% and placed 160th
overall. While Kaiser Permanente consistently ranks near the top of
the list-even taking first place in 2012-this year, Humana ascended
from the middle of the pack to the top, improving its rating by an
astonishing 12 percentage points.
At the other end of the spectrum, Coventry Health Care (BCBS)
plummeted down the ranks after declining 18 percentage points from
2013, leaving it in last place across all 268 companies in the ratings
with a score of 41%. Empire (BCBS), Highmark (BCBS), and Medicaid
joined Coventry as the lowest-rated companies across any industry.
"Consumers give pretty bad ratings to most health plans, as this
entire industry needs a customer experience makeover," 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 2014 Temkin Experience
Ratings are as follows: Kaiser Permanente (68, Humana (63%),
Medicare (62, TriCare (62%), United Healthcare (59%), Blue Shield of
California(58, Aetna (57%), Health Net (55%), CIGNA (54%), Anthem
(BCBS) (53, CareFirst (BCBS) (48%), Medicaid (45%), Highmark (BCBS)
(44, Empire (BCBS) (42%),and Coventry Health Care (41%).
-- Humana (+12 points), Blue Shield of California(+7 points), and
United Healthcare (+5 points)improved the most between 2013 and 2014.
-- Coventry Healthcare (BCBS) (-18 points), TriCare (-9 points),
Empire (BCBS) (-7 points), and Highmark (BCBS) (-6 points) declined
the most since 2013.
-- Overall, the health plan industry averaged a 56% rating in the 2014
Temkin Experience Ratings and tied for 17th place out of 19
industries.
Now in its fourth year of publication, the 2014 Temkin Experience
Ratings examines the quality of the customer experience delivered by
268 organizations across 19 industries: airlines, appliance makers,
auto dealers, banks, car rental agencies, computer makers, credit card
issuers, fast food chains, grocery chains, health plans, hotel chains,
insurance carriers, Internet service providers, investment firms,
parcel delivery services, retailers, software firms, TV service
providers, and wireless carriers.
To generate these ratings, Temkin Group asked consumers to evaluate
their experiences with a company across three dimensions: functional
(can you do what you want to do?), accessible (how easy is it to work
with the company?), and emotional (how do you feel about the
interactions?). Temkin Group then averaged these three scores to
produce a 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."
The 2014 Temkin Experience Ratings, along with other ratings, can be
accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report "2014 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 widely recognized as 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 four critical 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.
Read more news from Temkin Group.
SOURCE Temkin Group
-0- 03/26/2014
/Web Site: http://www.temkingroup.com
CO: Temkin Group
ST: Massachusetts
IN: MTC HEA
SU: SBS SVY
PRN
-- PH90709 --
0000 03/26/2014 12:30:00 EDT http://www.prnewswire.com
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