Individual & Family Plan Member Experience & Engagement Study


One of our prime indicators of member loyalty, Net Promoter Score (NPS) has risen dramatically over the past year.  But the IFP market remains dynamic -- one in five members say they are likely to switch health insurance companies this year, and another 13% indicating they will look for a different plan with their current insurer. 

This study illuminates the IFP member experience in several ways:

  • provides trends in member retention and loyalty
  • illustrates the influence of Star Ratings
  • demonstrates drivers of key performance indicators
  • compares experiences of subsidized and unsubsidized members
  • charts members’ impressions of insurer’s COVID-19 outreach
  • shows how members engage with digital health tools provided by insurers


2020 IFP MX Study Overview



Employees and Telehealth