Vision Plan Coverage, Cost and Communication are Primary Drivers of Customer Satisfaction, J.D. Power Finds
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UHC/Optum Ranks Highest in Customer Satisfaction with Vision Plan Providers
COSTA MESA Calif.: 8 Nov. 2017 — Overall satisfaction among vision plan members increases to 757 (on a 1,000-point scale) in 2017, the highest level in the four years the study has been conducted, thanks to better coverage plans, costs and increased customer communication, according to the J.D. Power 2017 Vision Plan Satisfaction Report,SM released today.
The report, now in its fourth year, measures customer satisfaction with vision plan providers based on five factors (in order of importance): coverage; cost; communications; customer service; and reimbursement.
“Vision plans have embraced the challenges that accompany a more customer-focused healthcare market. Improvements in communication are crucial in helping members better understand the value they are receiving, as well as how to use their plans,” said Rick Johnson, Director of the Healthcare Practice at J.D. Power.
Following are some of the key findings of the study:
- Satisfaction improves: Overall satisfaction among vision plan members increases to 757 in 2017 from 753 in 2016. Overall satisfaction was 707 in 2015 and 709 in 2014.
- Satisfied members get the word out: Nearly 9 in 10 (87%) satisfied vision plan members, with overall satisfaction scores above 900, say they “definitely will” recommend the provider to others, compared with the report average of 38%.
- Satisfied members are loyal: Given the choice, more than 9 in 10 (93%) of satisfied members say they “definitely will” select the same vision plan provider, compared with the report average of 38%.
Vision Plan Rankings
UHC/Optum ranks highest customer satisfaction with vision plan insurers at 780, performing particularly well in the coverage; cost; communication; and customer service factors. Highmark/Davis Vision/HM Insurance and Eyemed tie for second (765).
The 2017 Vision Plan Satisfaction Report is based on responses from more than 1,300 vision plan members. The study was fielded in October 2017.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. J.D. Power is a portfolio company of XIO Group, a global alternative investments and private equity firm headquartered in London, and is led by its four founders: Athene Li, Joseph Pacini, Murphy Qiao and Carsten Geyer.
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