A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings.
The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 13 health plans. Kaiser Permanente was the top-rated health plan, the only plan to receive an "okay" rating, but it only ranked 87th in the overall ratings. TriCare, Medicare, Aetna, United Healthcare, Humana, Empire BCBS, Blue Shield of CA, and CIGNA all received "poor" ratings. Four plans received "very poor" ratings and are ranked in the bottom seven across all 18 industries: Highmark BCBS, Health Net, Medicaid, and Anthem BCBS.
Health plans represented the lowest-rated industry, and only one of three industries to receive an average rating of "poor." The industry, however, experienced a modest improvement between 2011 and 2012.
"It's troubling that only one health plan can even achieve an okay rating; the entire industry needs a customer experience wake-up call. While it's great to see some improvement, it's not enough," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.