Kaiser Permanente tops consumer experience benchmark study for 11th straight year.
HONOLULU — 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 recently released 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 insurance companies, receiving an NPS score of 48, nearly double the industry average of 27. In addition, Kaiser Permanente’s 2021 score is 14 points higher than last year’s score of 34, signaling an appreciation of Kaiser Permanente’s efforts during the COVID-19 pandemic.
The NPS is a widely used index that measures the willingness of customers to recommend a company’s products or services to others. It is used to gauge a customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.
“When our patients recommend us to their friends and family, we consider that the highest stamp of approval,” said Greg Christian, Hawaii Market president, Kaiser Foundation Health Plan and Hospitals. “It tells us that each member of our dedicated team, from physicians to nurses, to support staff, provide a positive and supportive patient experience and put the patient’s health as our highest priority.”
The 2021 Net Promoter Scores are based on responses, taken March through April 2021, from more than 65,000 U.S. consumers nationwide who rated their experience with the primary brands they use.
Kaiser Permanente is committed to helping shape the future of health care. We are recognized as one of America’s leading health care providers and not-for-profit health plans. Founded in 1945, Kaiser Permanente has a mission to provide high-quality, affordable health care services and to improve the health of our members and the communities we serve. We currently serve approximately 12.5 million members in 8 states and the District of Columbia. Care for members and patients is focused on their total health and guided by their personal Permanente Medical Group physicians, specialists, and team of caregivers. Our expert and caring medical teams are empowered and supported by industry-leading technology advances and tools for health promotion, disease prevention, state-of-the-art care delivery, and world-class chronic disease management. Kaiser Permanente is dedicated to care innovations, clinical research, health education, and the support of community health.