July 9, 2021
Spread the word: We’re highest ranked in consumer experience
Kaiser Permanente is the health plan provider that people recommend most, says the NICE Satmetrix benchmark study for the 11th year in a row.
Integrated care and coverage model drives consumer loyalty and satisfaction.
When choosing a health plan, the recommendation of a family member or a close friend is often the most important factor. And when it comes to the most highly recommended health plan, Kaiser Permanente is number one, according to the NICE Satmetrix 2021 U.S. consumer Net Promoter Score® Benchmarks study.
For the 11th year in a row, Kaiser Permanente rated highest in the annual study of health plan providers, receiving a Net Promoter Score of 48, nearly double the industry average of 27. In addition, our 2021 score is 14 points higher than our score of 34 last year, showing that people seem to appreciate our efforts during the COVID-19 pandemic.
What is the Net Promoter Score?
The Net Promoter Score is widely used across many industries — not just health care — to measure how willing a company’s customers are to recommend its products or services to others. It is used to determine customer satisfaction and loyalty.
Kaiser Permanente joins other satisfaction leaders, including Apple, Alaska Airlines, The Ritz-Carlton, Vanguard, and USAA on the NICE Satmetrix loyalty rankings.
“Kaiser Permanente has always been thoroughly committed to providing our members, patients, and customers with an industry-leading consumer experience,” said Arthur M. Southam, MD, executive vice president, health plan operations, Kaiser Permanente. “We’re proud that those we care for speak positively about their experiences and year-after-year share those experiences with loved ones.”
The 2021 Net Promoter Scores are based on the responses of more than 65,000 U.S. consumers who between March and April 2021 rated their experiences with the primary brands they use.
