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.”

CUSTOMER SERVICE USUALLY OR ALWAYS
Commercial Medicaid Medicare
Year HMO PPO HMO HMO PPO
2017 88.4 88.6 88.3 91.6 92.4
2016 88.2 88.0 88.2 91.5 92.7
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 v 80.3 75.1 - -
CUSTOMER SERVICE ALWAYS
Commercial Medicaid Medicare
Year HMO PPO HMO HMO PPO
2017 65.1 65.1 69.1 72.7 73.1
2016 65.4 62.6 69.1 72.4 73.0
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 - - - -
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