The Customer Service composite measures members’ perception of the usefulness and quality of customer service they experienced in the last 6/12 months (Medicaid/Commercial), 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
| Measure Year | Commercial HMO | Commercial PPO | Medicaid HMO | Medicare HMO | Medicare PPO |
|---|---|---|---|---|---|
| 2022 | 88.7 | 88.4 | 89.2 | - | - |
| 2021 | 89.7 | 91.8 | 88.9 | - | - |
| 2020 | 89.6 | 89.9 | 88.9 | - | - |
| 2019 | 90.2 | 90.5 | 89.3 | § | § |
| 2018 | 89.1 | 89.5 | 88.8 | 91.9 | 92.6 |
| 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 | 82.6 | 80.3 | 75.1 | - | - |
Customer Service Always
| Measure Year | Commercial HMO | Commercial PPO | Medicaid HMO | Medicare HMO | Medicare PPO |
|---|---|---|---|---|---|
| 2019 | 67.3 | 66.2 | 69.5 | § | § |
| 2018 | 66.8 | 66.2 | 69.4 | 73.3 | 74.1 |
| 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 | - | - | - | - |
§ Not available due to CMS suspension of data reporting during COVID-19 pandemic.
This State of Healthcare Quality Report classifies health plans differently than NCQA’s Quality Compass. HMO corresponds to All LOBs (excluding PPO and EPO) within Quality Compass. PPO corresponds to PPO and EPO within Quality Compass.
Figures do not account for changes in the underlying measure that could break trending. Contact Information Products via my.ncqa.org for analysis that accounts for trend breaks.