ACSI: Discontent with Group Plans Dampens Satisfaction for Health Insurance

According to a recent report released by the American Customer Satisfaction Index (ACSI):

• Member satisfaction with health insurance fell 4.1% compared to last year to an ACSI score of 70.
• Customer satisfaction with group policies dropped 7% for a score of 67, lowering the industry average.
• Customer satisfaction with individual plans is stable at a score of 74.
• Smaller insurers actually improved by 1% to at a score of 73 to top the category.
• The only major insurer that improved was UnitedHealth, gained 3% to 72.
• The Blue Cross and Blue Shield Association dropped by 7% to at a score of 69.
• WellPoint dropped 10% to a score of 66.
• Aetna dropped 6% at a score of 65 and was in last place of major health plans.

Note: The ACSI uses data from interviews with 70,000 customers annually as inputs to an econometric model for analyzing customer satisfaction with more than 230 companies out of a 100 point scale rating.


Source: American Customer Satisfaction Index (ACSI)