• Home |
• Contact Us |
• Sitemap

Health Plans - Satisfaction/Loyalty

Client:  Large-scale Medicare Advantage Plan

Issue:  To establish a baseline for the level of member satisfaction, determine key elements prompting customers to choose their plan, and understand member feelings about the health plan experience as an indicator of member retention.

Custom Research Design:  Phone survey with 2000+ people in four states

Key Findings: 

• Revealed high levels of satisfaction with the plan both in the aggregate and in each of the geographic markets that were tested.
• Determined and prioritized the key factors that caused people to join the plan.
• Identified the drivers of the decision to stay with the plan.

Research ROI:  CMO received important marketing data that could be shared internally and used by his marketing team to refine and direct communications with customers and prospects.  The client also received an extra bonus when several hundred people told us that they wanted to be contacted directly by the company!