This study examines trends in member satisfaction, retention, and loyalty, and how plan communications, customer service, and access to care drive these key performance measures. The study also addresses member engagement in health and wellness programs as well as programs aimed at addressing social determinants of health.
2020 Topics! How digitally engaged are young boomers and what are the implications on NPS and loyalty? What channels are most effective for educating seniors about their benefits and engaging seniors in their health? How much more do recent experiences, versus past experiences, impact member experience ratings?
Preliminary Table of Contents