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Customer

Contact

Experience

Benchmarks'Health

Insurance

Industry Published on December 2011

Report Summary 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 Content Table of Contents Research Objectives, Method Details, and Demographics 3 Multi-Channel Customer Contact Executive Summary 7 Live Agent Phone Interactions 19 Interactive Voice Response (IVR) Interactions 33 E-mail Interactions 36 Web Chat Interactions 42 Web Self-Service Interactions 44 Brand Profiles: Top Three Brands 50 The Frost & Sullivan Story 64

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Crédit Mutuel RIB : 10278 07314 00020257701 89 BIC : CMCIFR2A IBAN : FR76 1027 8073 1400 0202 5770 189

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Customer Contact Experience BenchmarksHealth Insurance Industry