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Kaiser Permanente, Molina Healthcare, and Humana offer the best digital experience based on customer satisfaction and Net Promoter Scores, according to a survey of 11,500 consumers conducted by Verint Systems Inc.
Blue Cross Blue Shield of Michigan took the fourth top spot in digital, followed by Horizon, WellCare Health Plans, Cigna, Anthem, Aetna and UnitedHealthcare.
Verint's industry benchmarking study evaluated the online health insurance experience based on four factors: navigation, look and feel, site information, and site performance. Consumers ranked navigation as a top priority for health insurance websites and digital tools. Site information and site performance ranked second, according to the study.
The aggregate customer satisfaction score for health insurance companies is 75.2 and the aggregate Net Promoter Score is 19.4, the study said. Kaiser Permanente had a customer satisfaction ranking of 77 and a Net Promoter Score of 26.3. The 10th-ranked insurer, UnitedHealthcare, had a customer satisfaction ranking of 72.8 and a Net Promoter Score of 8.8.
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