Customer Contact Experience BenchmarksHealth Insurance Industry

Customer Contact Experience BenchmarksHealth Insurance Industry

Assessing the Customer Contact Experience in the United States

RELEASE DATE
29-Dec-2011
REGION
North America
Research Code: N8DF-01-00-00-00
SKU: IT02176-EU-MR_11931

$10,000.00

Special Price $7,500.00 save 25 %

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SKU
IT02176-EU-MR_11931

$10,000.00

$7,500.00 save 25 %

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Description

This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the health insurance industry across many contact channels including: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=1157. Companies benchmarked in this study included but were not limited to Aetna, Anthem, Cigna, Government Medicare, Health Net, Humana, Kaiser Permanente, and United Health. Within the industry, the most popular contact channels is phone/live agent. Website self-service and e-mail were used by significantly fewer customers, while phone/IVR and website chat with live agent are least popular.

Table of Contents

Health Insurance Customer Contact Experience - U.S. 2011

  • Customer Contact Experience - Health Insurance Benchmarks
Related Research
This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the health insurance industry across many contact channels including: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=1157. Companies benchmarked in this study included but were not limited to Aetna, Anthem, Cigna, Government Medicare, Health Net, Humana, Kaiser Permanente, and United Health. Within the industry, the most popular contact channels is phone/live agent. Website self-service and e-mail were used by significantly fewer customers, while phone/IVR and website chat with live agent are least popular.
More Information
No Index Yes
Podcast No
Author Anna Kuberacka
Industries Information Technology
WIP Number N8DF-01-00-00-00
Is Prebook No