Nearly every payer in the survey was stumped by two factors of member satisfaction: digital customer experience and provider wait times.
Cost, convenience, and credence were three metrics that set apart high-performing and low-performing commercial health plans in a JD Power member satisfaction survey.
The JD Power 2024 U.S. Commercial Member Health Plan Study surveyed 147 health plans’ membership, adding up to 29,188 survey participants. The survey examined health plan performance and member satisfaction based on eight factors. JD Power conducted the survey, which is JD Power’s eighteenth U.S. Commercial Member Health Plan Study, from January through April 2024.
Overall, Capital District Physicians’ Health Plan, Inc. (CDPHP) in New York had the highest ranking on the 1,000-point scale for customer satisfaction, achieving 659 points. Kaiser Foundation Health Plan in the south Atlantic region followed with a score of 640 points and Kaiser Foundation Health Plan in Maryland took third place with 631 points.