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December 4th, 2007
Top Firms Account for Most Decline in Loyalty to Health Insurers Author: Deft Research
Trend Tracking
Deft’s 2007 National Senior Loyalty Study uses the highly regarded Net Promoter Score (NPS) to measure the loyalty of seniors to health plans. Deft’s 2006 research showed that NPS was closely linked to consumer intention to switch and perception of market differences among senior health plans.
Comparing data from 2006, the 2007 study shows that the industry’s NPS has declined from 33% to 26%. Much of the decline is accounted for by AARP, Anthem, and Humana. In 2006, these firms combined for an NPS of 53%, well above average. But in 2007 their combined NPS dropped to 27%. Despite loosing ground, AARP retains an NPS that is still higher than average, while Anthem and Humana’s NPS are now below average.
Changes in Senior Health Insurance Net Promoter Scores
source: Deft Research, LLC
Below is a list of companies whose NPS’s and market positions are reported:
- United Healthcare
- AARP
- Anthem
- Aetna
- Humana
- Kaiser
- CIGNA
- Coventry
- Health Net
- Universal American Financial Corp.
- Horizon BCBS
- Highmark BCBS
- and 21 other BCBS and regional plans
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