Verint Research Reveals Top Drivers CSAT Scores

Carly Read
Senior Reporter

Findings follow healthcare insurance firms' rankings in member satisfaction    

Verint Insights
Verint Research Reveals Top Drivers CSAT Scores

A new report from Verint has revealed top drivers for member satisfaction scores with speed, agility and trust topping the list for an array of demographics.  

The study came after a group of US healthcare insurers ranked highly for member SAT scores, with their results revealing tips for boosting figures.  

The range for satisfaction (SAT) scores from highest to lowest was just under nine points out of a possible 100, suggesting that all the top 25 health insurers are highly competitive, according to the Verint Experience Index: Health Insurance 2021 report, which surveyed health insurance members from June through July 2021. 

Key findings in the report also found:  

  • Members prefer the “fastest” and “easiest” ways to connect with their insurer—but they can’t agree on which channels best provide this. The division doesn’t necessarily fall along generational splits; 31% of Baby Boomers want to use the website while 31% of Gen Z want to call 
  • Insurance providers that cover telehealth have a 12% higher trust score from their members than providers who do not provide telehealth coverage 
  • Across all survey respondents, benefits, co-payments, and in-network providers were the most important factors when selecting a health insurance policy. Cost transparency and mental health were relatively less important to members as a whole but extremely important to Gen Z: cost transparency is 116% more important to Gen Z than the average member and the second most important factor in their decision making; mental health coverage is 281% more important to Gen Z than other respondents 

Amid a tumultuous time for the healthcare industry due to the global COVID-19 pandemic, the top 25 health insurance companies remained in tight competition when it came to member satisfaction.  

United HealthCare ranked first with a SAT score of 84.1. Humana came in second with 83.4 while Kaiser Foundation Health Plan came in third with 82.8. The report shows what drives member satisfaction, with perceived value having the most important impact on satisfaction for the vast majority of the top 25 U.S. health insurers evaluated. Other impacts to member satisfaction varied across the board, including enrolment, services, provider availability, digital experience, and claims. 

Verint’s Kevin Daly, global vice president and GM, Experience Management, said: “The global pandemic has created new challenges for health insurance companies, from the contact center’s need to tackle new processes and procedures like COVID-19 prevention, testing and treatment information to financial pressures. And health insurers had to adapt and act quickly in a constantly changing world. 

“Our research shows that the top health insurance companies delivered great member experiences across channels. What’s more, the report shows what members want out of their experience and when and how they choose to engage with the company.”  

Download the free Verint Experience Index: Health Insurance report to learn more about the rankings and research. 



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