Commercial Member Health Plan Study

Customer satisfaction among commercial health plan members is stable or improving across most areas of the country, but overall satisfaction for health insurers is still one of the lowest-rated industries evaluated by J.D. Power. How can health plans improve their understanding of members’ needs and expectations throughout their relationship with their plan? How can they incorporate best-in-class processes into their organizational strategies?

The J.D. Power U.S. Commercial Member Health Plan Study measures satisfaction among nearly 35,000 members of 147 health plans in 22 regions throughout the United States and provides subscribers with access to the insights and tools needed to gain a comprehensive, in-depth understanding of how their health plan is performing and to identify key areas needing improvement.

This study provides actionable information and intelligence about members’ experiences with their commercial health plan across 6 factors:

  • Billing and Payment
  • Cost
  • Coverage and Benefits
  • Customer Service
  • Information and Communication
  • Provider Choice