One of the country’s largest health insurance companies wanted to focus management’s attention on the organization’s top strengths and weaknesses. To do that, they needed to measure their comparative user experience and satisfaction rate against those of their competitors.
To that end, they partnered with response:AI to survey their own policyholders and those of their top competitors. response:AI interviewed 300 health insurance customers using their award-winning multimode methodology on the following topics: the company’s overall net promoter score; the provider network; the claims process and clarity of the explanation of benefits; the company’s website and app; and ancillary benefits.
The research provided invaluable insight into the organizations’ strengths and weaknesses. It identified one competitor with a superior app, focused attention on developing competitive features, revealed the states where this brand is better perceived than competitors and provided a benchmark for ongoing tracking.
By entrusting response:AI with the research, the company got the information they needed. response:AI is now an ongoing partner of the organization.
“RAI was fast and accurate,” said a company representative, “their turnaround time was much better than our previous supplier and the deliverables were just as high-quality.”