Humana ranked No. 1 among health insurers for Customer Experience
August 01 2022 - 12:01PM
Business Wire
For two years in a row, Humana ranked No. 1 among health
insurers for customer experience (CX) quality in Forrester’s
proprietary 2022 U.S. Customer Experience Benchmark survey. The
ranking was based on responses from more than 96,000 U.S. survey
respondents from 13 U.S. industries, including Airlines; Auto and
Home Insurers; Auto Manufacturers (Luxury, Mass Market); Banks
(Direct, Multichannel); Credit Card Issuers; Federal Government
Agencies; Health Insurers; Hotels; Investment Firms; Retailers;
Utilities.
In addition to being named the health insurance industry leader
in customer satisfaction, Humana ranked highest in providing:
- Clear communication, for the fourth consecutive year
- Transparent premiums, copays and fees, for the fourth
consecutive year
- Customer service
“Our focus continues to be on building trust with our members in
every interaction we have with them,” said Humana Chief Marketing
Officer, Jennifer Bazante. “Forrester’s recognition of Humana’s
efforts to go above and beyond for our members is a validation of
our strategy to always put our members first.”
Forrester’s CX Index™ score measures how a company delivers
customer experiences that create and sustain loyalty. Conducted for
the seventh year in a row, Forrester's 2022 CX Index results are
benchmarked on a survey of 96,211 US customers across 221 US brands
and 13 US industries. Forrester’s proprietary Customer Experience
Index methodology provides the data and insights needed to assess
CX quality, understand how CX impacts loyalty intentions, and
prioritize improvements that drive revenue. Even a minor
improvement to a brand’s customer experience quality can add tens
of millions of dollars of revenue by reducing customer churn and
increasing share of wallet. Forrester’s Customer Experience CX
Index rankings and results reports are accessible within the
Forrester Decisions portfolio of research services. Clients of
Forrester Decisions for Customer Experience and Forrester Decisions
for B2C Marketing Executives have access to the CX Index Extended
Data Benchmark to help prioritize improvements based on
industrywide trends and impact on customer loyalty.
“This year’s CX Index results clearly indicate that brands need
to continue to be customer obsessed — putting their customers at
the center of their leadership, strategy, and operations — if they
want to deliver exceptional CX,” said Michelle Yaiser, VP of CX
Analytics at Forrester. “Brands that provide strong emotional
quality in customer experiences see higher CX Index scores, foster
greater brand loyalty, and enable stronger customer trust.”
About Humana
Humana Inc. (NYSE: HUM) is committed to helping our millions of
medical and specialty members achieve their best health. Our
successful history in care delivery and health plan administration
is helping us create a new kind of integrated care with the power
to improve health and well-being and lower costs. Our efforts are
leading to a better quality of life for people with Medicare,
families, individuals, military service personnel, and communities
at large.
To accomplish that, we support physicians and other health care
professionals as they work to deliver the right care in the right
place for their patients, our members. Our range of clinical
capabilities, resources and tools – such as in-home care,
behavioral health, pharmacy services, data analytics and wellness
solutions – combine to produce a simplified experience that makes
health care easier to navigate and more effective. Learn more:
www.humana.com
*The proprietary survey results are based on consumers’ opinions
of their experiences with the brands in the survey. Forrester
Research does not endorse any company included in any CX Index
report and does not advise any person to select the products or
services of any particular company based on the ratings included in
such reports.
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version on businesswire.com: https://www.businesswire.com/news/home/20220801005587/en/
Mark Taylor Humana Corporate Communications (317) 753-0345
mtaylor108@humana.com
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