Connect with NCQA

twitter linkedin facebook google+ youtube pinterest

Report an Error

Use NCQA’s Feedback Form to report a broken link, or content error.

Customer Service

The Customer Service composite measures members’ perception of the usefulness and quality of customer service they experienced in the last 12 months (for those who tried to get information or help from their plan’s customer service). Members were asked how often their health plan’s customer service:

  • Gave them the information or help they needed.
  • Treated them with courtesy and respect.

Responses were “Never,” “Sometimes,” “Usually” and “Always.”

tables
CUSTOMER SERVICE USUALLY OR ALWAYS
  Commercial Medicaid Medicare
Year HMO PPO HMO HMO PPO

2015

87.5

87.5

87.5

87.3

89.9

2014

87.8

86.3

87.1

87.4

89.0

2013

88.3

86.1

86.5

87.0

90.0

2012

88.2

86.0

86.2

88.4

89.8

2011

86.1

82.2

80.4

88.3

88.5

2010

84.5

83.0

79.7

88.5

88.7

2009

84.2

82.4

79.5

86.5

--

2008

83.8

82.6

80.1

86.6

90.0

2007

82.7

80.7

79.1

86.7

84.5

2006

81.2

80.3

75.1

--

--

CUSTOMER SERVICE ALWAYS
  Commercial Medicaid Medicare
Year HMO PPO HMO HMO PPO

2015

63.1

61.2

68.4

67.7

70.8

2014

64.4

60.1

67.2

67.9

69.5

2013

65.5

60.6

67.3

67.7

71.0

2012

64.4

59.6

66.7

68.6

70.3

2011

62.1

54.8

60.9

68.9

68.3

2010

59.4

55.5

59.5

68.4

67.3

2009

57.9

54.5

57.9

66.4

--

2008

57.2

53.5

59.0

66.6

64.3

2007

55.4

50.7

57.3

66.5

62.5

2006

54.2

53.9

49.7

--

--

2005

71.2

69.7

68.6

91.5

87.7

2004

71.0

--

69.8

94.8

--

2003

70.8

--

69.7

94.5

--

2002

70.4

--

67.4

94.3

--

2001

67.2

--

67.5

94.8

--

2000

66.6

--

--

--

--