This study delivers critical trend tracking and analysis of consumer behavior during the plan year 2020 enrollment and renewal 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.
2020 Topics! How are key performance indicators – quality ratings, satisfaction, NPS, and others –associated with shopping and switching decisions? Did the nationwide rollout of star ratings influence consumer choices? How do the uninsured assess their subsidized ACA opportunities and what factors and channels present the best chance of acquiring new prospects from this population? Which prospects make their decisions early in the open enrollment period, and who are the procrastinators?