Report: Health plans industry offers ‘poor’ service

The health plans industry dwells at the bottom of customer service rankings, according to a new report.

Based on the responses of 10,000 U.S. consumers surveyed by Temkin Group, health plans ranked as the worst industry. The report covers more than 200 large companies in 18 industries.

Sam’s Club and Publix earned the top two spots in the rankings; three fast-food chains rounded out the top five.

Of the 13 health plans covered in the report, Kaiser Permanente outperformed its competition, ranking 67th and receiving an “okay” rating.

The health plans industry as a whole received a “poor” rating. However, the industry improved its 2012 ranking by about 11 percent compared with its 2011 performance.

Grocery chains earned the top industry spot with a “good” rating.

Less than 30 percent of companies received “good” or “excellent” ratings. Nearly 40 percent of companies earned “poor” or “very poor” ratings.

“The Temkin Experience Ratings show that most companies have a long way to go before they’ve mastered customer experience,” the report says. “While any company can improve portions of its customer experience, it takes more than ambition and superficial changes to create lasting differentiation.”

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