This study delivers critical trend-tracking and analysis of consumer behavior during the plan year 2021 Open Enrollment season. Year-over-year trends in shopping and switching will be analyzed and the drivers of consumer behavior will be examined. The research results will also examine the preferences and effectiveness of marketing channels. Click here to view the 2021 study.
2021 Topics! The 2021 study builds on trends showing the relationships between key performance indicators — quality ratings, satisfaction, NPS, and others - with shopping and switching decisions. How did COVID-19 and the associated economic downturn impact shopping, switching, and insurance coverage decisions? Will these impacts influence future actions? How did subsidy levels and plan premiums changes for plan year 2021 impact consumer activity?