Kaiser Permanente Again Ranks No. 1 in Customer Loyalty in Benchmark Study

Font Size:
Default font size
Larger font size

Posted: Monday, April 6, 2015 8:45 pm

OAKLAND, Calif. -- Kaiser Permanente received the highest customer loyalty ranking in the health insurance category based on the Satmetrix 2015 Net Promoter industry rankings, the company announced. Kaiser Permanente received a Net Promoter Score of 31 points, 19 points higher than the industry average. This is the fifth consecutive year Kaiser Permanente has led the health insurance category.

“Kaiser Permanente continues to be the leader in customer loyalty in the health insurance sector,” said Brendan Rocks, data scientist, Satmetrix. “The company successfully has leveraged an innovative business model that combines insurance coverage with health care delivery in one coordinated service.”

Consumers cited positive aspects of the entire health care experience when sharing about their interactions with the Kaiser Permanente health plans, giving the company the highest scores in the industry on key measures, including “acts in my best interest,” “my policy gives me peace of mind” and “treats customers fairly.”

“We are proud to be recognized year after year by consumers across the country,” said Arthur M. Southam, MD, executive vice president, Health Plan Operations for Kaiser Permanente. “Kaiser Permanente’s distinctive integrated system allows our members to experience the many benefits of coordinating care and coverage together. Our ability to provide a personalized, convenient and seamless experience is one reason why our members continue to choose Kaiser Permanente.”

Kaiser Permanente joins satisfaction leaders in other industries including Amazon.com, Costco, Apple, JetBlue, Trader Joe’s and USAA. The Satmetrix Net Promoter Benchmarks are based on survey responses from more than 30,000 U.S. consumers nationwide who rated their experience with the primary brands they use. The Net Promoter Score, or NPS, for each brand is based on customers’ likelihood to recommend the company’s product or service in the sector being rated. NPS is calculated as the percentage of customers who are “promoters,” rating the company 9 or 10 on a 0-10 point scale, minus the percentage who are “detractors,” rating 6 or lower.

Consumers also rated each brand on various aspects of customer experience, including product or service features, customer service and overall value, enabling Satmetrix to identify the key drivers of loyalty and recommendation. The Satmetrix benchmarks include a detailed look at loyalty drivers tailored to each specific sector, providing a rich view for companies to examine key performance measures against their peers.

This Satmetrix customer loyalty ranking is the most recent in a string of accolades for quality and service earned by Kaiser Permanente hospitals and health plans. In the past year:

  • Kaiser Permanente health plans in five geographic regions were rated highest in satisfaction in the J.D. Power 2015 Member Health Plan Study.
  • Kaiser Permanente Commercial health plans received No. 1 rankings for 2014 in 21 effectiveness-of-care measures, far more than any other health plan in the nation, according to the National Committee for Quality Assurance’s Quality Compass dataset.
  • Kaiser Permanente was rated by the National Committee for Quality Assurance as having the highest ranked Commercial plans in all the markets we serve for 2014-15.
  • Last fall, Kaiser Permanente’s mail-order pharmacy was ranked highest in customer satisfaction by J.D. Power for the sixth year in a row.

SOURCE: Kaiser Permanente

More about

More about

More about

Online Poll


Featured Events