Publishing September 30, 2022
The Medicare Member Experience and Engagement Study makes the critical link between a Medicare member’s experience and important metrics such as HEDIS measurements, CAHPS scores, retention, and NPS. Additionally, the report examines trends in member satisfaction and loyalty by identifying how plan communications, customer service, and access to care drive these key performance measures.
In the highly competitive Medicare Advantage and Medsupp markets, carriers need to take care of their members. Generating positive member experiences encourages people to stay with insurers over time, and it supports higher CAHPS and NPS scores. In its 16th year, this study shows clients how member loyalty is created or destroyed by interactions between seniors and their insurers.
The chart below shows the overall Net Promoter Scores (NPS) for the health insurance industry from 2006 through 2021. Across these years, the rise and fall of a variety of member experiences account for much of the rise and fall of NPS. Clients of the study learn this story in great detail.