Kaiser Permanente leads 2019 NICE Satmetrix customer experience benchmark.
Kaiser Permanente is ranked highest for customer loyalty in the health plan category for the 9th year in a row, according to the NICE Satmetrix 2019 U.S. Consumer NPS® Benchmarks. Kaiser Permanente’s integrated health system received a Net Promoter Score® of 33, nearly 2.5 times the industry average of 14.
“We are extremely proud that our members across the nation have recognized us as a health plan they can count on year after year,” said Arthur M. Southam, MD, executive vice president, Health Plan Operations, Kaiser Foundation Health Plan and Hospitals. “Our distinctive care and coverage together model, and the dedication of our people in delivering an industry-leading consumer experience, are reasons why our members continue to choose Kaiser Permanente.”
Kaiser Permanente joins other satisfaction leaders including Apple, Southwest Airlines, Ritz Carlton, Vanguard, and USAA on the NICE Satmetrix loyalty rankings. Scores are based on responses from more than 68,000 U.S. consumers nationwide who rated their experience with the primary brands they use.