AABP Award 728x90

Wellmark scores just above regional average in J.D. Power customer survey


Customer satisfaction among commercial health plan members is stable or improving across most areas of the country, according to the 2018 Commercial Member Health Plan Study by J.D. Power. However, overall satisfaction scores for health insurers are still one of the lowest-rated industries evaluated by J.D. Power. On an industry basis, commercial member health plan customer satisfaction scores average 712 on a 1,000-point scale, which is 100 points lower than the average score in the top-performing industry group, real estate. In the Heartland region that includes Iowa, market leader Wellmark Blue Cross and Blue Shield received an average satisfaction score of 703, just above the regional average score of 701. However, Wellmark’s score dropped from 723 in the prior-year rankings. UnitedHealthcare and Aetna had average scores this year of 690 and 677, respectively, each an increase from 2017. The 2018 study measured satisfaction among members of 163 health plans in 22 regions throughout the United States.

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