Customer Contact Experience BenchmarksHealth Insurance Industry

Assessing the Customer Contact Experience in the United States

Regular Price: USD 10,000

Special Price USD 7,000

30% OFF

* Required Fields

Regular Price: USD 10,000

Special Price USD 7,000

PAY BY INVOICE

Be the first to review this product

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

Customer Contact Experience Benchmarks—Health Insurance Industry, 2011 U.S. Customer Contact Experience in Health Insurance IndustryHealth Insurance Customer Contact Experience - U.S. 2011Customer Contact Experience - Health Insurance Benchmarks




Why Frost & Sullivan

Working with the CEO’s growth team to create a vision based on a transformation growth strategy

Creating content-based digital marketing strategies that leverage our research perspective to differentiate and “tell your story”

Tracking over 1000 emerging technologies and analyzing the impact by industry and application to reveal the companies to watch in each sector

The Frost & Sullivan team is based in our 45 global offices and have developed a powerful global understandings of how industries operate on a global level.