December 23, 2020

Highest rated for customer satisfaction

Kaiser Permanente comes out on top in a national survey on price and service, and website and mobile app usefulness.

Of the Kaiser Permanente members surveyed, 90% said they would renew with us, and 87% said they would recommend us.

“They have taken very good care of me for over 30 years,” said an 85-year-old Kaiser Permanente member from California. 

“It's very convenient to use, and they have a variety of plans and coverage,” said a 47-year-old member from Georgia.

These are just some of the comments provided by Kaiser Permanente health plan members in a recent survey, in which Kaiser Permanente rated highest in customer satisfaction.

The national survey of more than 2,200 health care policy holders was conducted by, which for over 20 years has served as a consumer resource for insurance information. The survey, fielded in October, ranked the 15 leading health insurers on value for price, customer service, website and mobile app usefulness, and more. Kaiser Permanente’s health plans came out on top, ahead of Blue Shield of California and Humana.

Of the Kaiser Permanente members surveyed, 90% said they would renew with us, and 87% said they would recommend us. Those who took the survey specifically pointed to our online functionality as an area of high satisfaction.

“We are extremely proud that our service and administration teams are recognized for their expertise and dedication, especially during this critical time in health care,” said Arthur M. Southam, MD, executive vice president of health plan operations. “The honor confirms what we’ve always known — our people are committed to providing the highest-quality service possible.”

“In the survey, Kaiser Permanente ranked high with Generation X,” said Penny Gusner, senior consumer analyst, “Gen Xers rated it tops overall, as well as for price, customer service, and its website/app. Kaiser Permanente additionally tied for top health plan overall among baby boomers.” is the latest consumer intelligence organization to honor Kaiser Permanente for high-quality service and accessibility. In July, NICE Satmetrix recognized us for the 10th year in a row as highest rated for customer experience and loyalty in its 2020 U.S. consumer Net Promoter Score benchmarks study.

Learn more about the survey and list of Best Insurance Companies for 2021.