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Capital BlueCross ranks highest among other health insurers in American Customer Satisfaction Index

Also outscores several other consumer service industries

HARRISBURG, Pa. (May 5, 2015) – Capital BlueCross scored higher than all health insurance companies tracked in the 2014 American Customer Satisfaction IndexTM (ACSI), the only national cross-industry benchmark of customer satisfaction of its kind. The company also scored higher than the ACSI industry averages for several other consumer service industries.

The ACSI, developed at the University of Michigan’s Ross School of Business, provides an independent perspective of customer satisfaction that quantifies customers’ perceptions of their experience with a product or service. Capital BlueCross’ score is based on a random sample of the company’s current customers.

“Capital BlueCross is focused on providing our customers with excellent service and an exceptional experience,” said Gary D. St. Hilaire, Capital BlueCross president and CEO. “We’re empowering customers with innovative products, services, resources, and tools to help them live healthy and get the most value from their health plan. We’re breaking new ground with our Capital Blue health and wellness retail stores, where we are engaging consumers of every age and at every stage of their journey to better health. We couldn’t be more pleased about earning the top spot among health insurers, and a high ranking across other consumer industries, in this widely recognized customer satisfaction index.”

On a scale of 100, Capital BlueCross’ ACSI score was 78, the highest among other health insurance companies tracked by the index. Capital BlueCross exceeded the average score of health insurance companies by eight points, and exceeded the lowest scoring health insurer by 13 points.

Capital BlueCross also exceeded the average scores of other consumer service industries tracked by the index including retail banking, department and discount stores, airlines, internet service providers, computer software companies, and hotels. The average scores of these industries ranged from 77 down to 63.

Three main factors make up an ACSI score:

  • Satisfaction: Considering all experiences, how satisfied a customer is with a particular product or service
  • Delivering on/meeting expectations: Considering all expectations, to what extent has a particular product or service fallen short of or exceeded expectations
  • Comparison to ideal experience: Imagining an ideal product or service company, how well does a particular company compare with that ideal company

About Capital BlueCross
Capital BlueCross, headquartered in Harrisburg, Pa., is the leading health insurer in central Pennsylvania and the Lehigh Valley. For more than 75 years, the company has provided products and services to individuals, families and employers that provide peace of mind and promote good health. Today, Capital BlueCross continues to evolve, innovating new ways to create an even healthier future for customers with more choice, greater convenience, and better quality of care. Among the company’s innovations is Capital Blue, a one-of-a-kind health and wellness retail store, where consumers can go for in-person service, health and nutrition consultations, fitness classes and other services that inspire healthy living. Capital BlueCross is an independent licensee of the BlueCross BlueShield Association. For more information, visit capbluecross.com or CapitalBlueStore.com.

About ACSI
The American Customer Satisfaction Index (ACSI) is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United

States. The ACSI uses data from interviews with roughly 70,000 customers annually as inputs to an econometric model for analyzing customer satisfaction with more than 300 companies in 43 industries and 10 economic sectors, including various services of federal and local government agencies.