Results of the 2015 Temkin Experience Ratings report Tricare and Kaiser Permanente as the two companies identified by a survey of 10,000 US consumers that provide the top customer experience. Health Net, BCBS of Florida, and Blue Shield of California were all scored among the survey’s “very poor” category, according to a media release from Temkin Group, Waban, Mass.
The basis of the ratings are survey response from 10,000 US consumers asked by Temkin Group to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). According to the media release, Temkin Group averages these three scores to arrive at each firm’s rating.
Temking Group reports that among these ratings a score of 70% or higher is considered “good.” A score of 80% or higher is considered “excellent.” In this year’s Temkin Experience Ratings, 37% of companies reportedly earned a “good” or “excellent” score, while 26% received a “poor” or “very poor” score.
TriCare ranked number one among 15 health plans, with a rating of 67%. This score placed it 128th overall out of 293 companies across 20 industries. Kaiser Permanente reportedly came in second in the industry with a rating of 66% and an overall ranking of 136th.
In contrast, Coventry Health Care was reported as the lowest-scoring health plan, and its 39% rating was the lowest scoring company across all 293 companies across 20 industries. According to the media release from Temkin Group, other health plans that earned ratings in the “very poor” range (below 50%) are Health Net, BCBS of Florida, and Blue Shield of California.
[Source: Temkin Group]