On customer experience, payers rank 19 out of 20 in the Customer experience quality index. A poor score of 57% is the average engagement score that was attributed to payers in Temkins’s Experience ratings. According to Forrester’s US Customer Experience Index, 2018, the topmost health plan ranked 184 out of 318 companies surveyed.
The above statistics lead to one undeniable conclusion. There is a lot of room for improvement in the user experience domain of healthcare. One of the most important levers to improve member experience is working on member engagement.
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