Capital BlueCross Ranks Highest Among Health Insurers Nationally in American Customer Satisfaction Index for Second Year
Harrisburg, Pa. (April 5, 2016) - Capital BlueCross announced today that, for the second year in a row, the company scored higher than all health insurance companies nationally that are tracked in the American Customer Satisfaction Index (ACSI), the only cross-industry benchmark of its kind. Capital BlueCross also scored higher than the ACSI industry averages for several other consumer-related service industries including retail banking and internet brokerage.
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 Blue Cross’ score is based on a random sample of its current customers.
“Today’s healthcare marketplace is more complicated and confusing for consumers than ever before, and so the industry as a whole has been challenged to meet their increasing needs. And so we are proud that our ACSI score reflects our strong commitment to meet that challenge and deliver an exceptional customer experience,” said Gary D. St. Hilaire, president and CEO of Capital BlueCross. “Through innovations like telehealth doctor visits or convenient in-person service at our retail health and wellness stores, our goal is to make the customer experience even better. All of us at Capital BlueCross are honored to earn this national distinction within the health insurance industry and to score so well comparatively across the board with all other consumer service industries nationally.”
On a scale of 100, with 100 being the most satisfied, Capital BlueCross’ ACSI score is 80, the highest score among health insurance companies tracked by the index. This is an increase of two points from 2014. Capital BlueCross exceeded the average health insurance company score by nine points and was ahead of the lowest scoring health insurer by 20 points.
Capital BlueCross also exceeded the average consumer satisfaction scores of several other consumer service industries including retail banking, the airline industry, and property and casualty insurance.
About Capital BlueCross
Capital BlueCross, headquartered in Harrisburg, Pa., is the leading health solutions and insurance company in central Pennsylvania and the Lehigh Valley. A partner in the community’s health for more than 75 years, Capital BlueCross offers insurance products, services and technology solutions that provide peace of mind to consumers and promote health and wellness for our members.
More than an insurer, the company delivers innovative solutions through a family of diversified businesses that are creating a healthier future and lowering health care costs. Among those solutions are patient-focused care models, private exchanges, leading-edge analytics, and digital health technologies. Additionally, Capital BlueCross is growing a network of Capital Blue stores that provide in-person service and inspiration to help people reach their health goals. Capital BlueCross is an independent licensee of the BlueCross BlueShield Association.
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 date 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.