Published

Individual & Family Plan Member Experience & Engagement Study

Overview

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

 

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