Learn where to allocate resources to meet member needs
Obtain gold-standard benchmarks and predictive insights for a dynamic industry.
In today’s world of health insurance, members expect and demand a seamless service experience that is empowering yet rooted in compassion. ACSI has a proven track record of extracting insights that enable health insurance organizations to improve member satisfaction and strategically move forward.
At a glance:
Most recent data:
7 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
|First Hidden Column||Company||2021||2022||% Change|
|1||Aetna (CVS Health)||73||74||1%|
|1||Blue Cross Blue Shield||75||73||-3%|
Health Insurance Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
|Quality of mobile app||79||80|
|Reliability of mobile app (minimal down time, crashes, lags)||79||80|
|Access to primary care doctors||77||77|
|Access to specialty care doctors and hospitals||76||76|
|Coverage of standard medical services (office visits, tests, procedures)||76||76|
|Prescription drug coverage||76||76|
|Ease of submitting a claim||75||75|
|Ease of understanding insurance statements||74||74|
|Timeliness of claims processing||74||74|
|Call center satisfaction||74||73|
|Range of plans available||74||73|
Industry averages are weighted by companies’ market shares.