July 8, 2020

What friends tell friends: Choose Kaiser Permanente

Integrated, nonprofit health plan tops NICE Satmetrix customer experience benchmark study for 10th straight year.

Integrated care and coverage model drives loyalty, satisfaction

For the 10th year in a row, more people would recommend Kaiser Permanente to a friend or colleague than any other health plan in the nation, according to the recently released NICE Satmetrix 2020 U.S. consumer Net Promoter Score® Benchmarks study.

Kaiser Permanente’s integrated, nonprofit health plan received an NPS score of 34, nearly double the industry average of 19.

“Kaiser Permanente has always been 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, and chief growth officer, Kaiser Permanente.“ During this unprecedented time in light of COVID-19, it’s imperative that we continue to provide our members with the care and service they have counted on year after year.”

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, taken January through March 2020, from more than 62,000 U.S. consumers nationwide who rated their experience with the primary brands they use.